Department for Work and Pensions written question – answered at on 20 June 2022.
To ask Her Majesty's Government what was the average time for calls to be answered by the Payment Exception Service helpline since the beginning of this year; and what is the target time for answering calls to the Payment Exception Service helpline.
The average time for calls to be answered is 10:32 minutes. This average is taken from calls received by the helpline between January until end of April. The latest in month average for April was 6:52 minutes.
The Payment Exception Service helpline is managed by a supplier who do not contractually have a call target time, however each month the customer response times are reviewed taking into account both the nature of the customer call and ways to improve responses for customers.
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