Universal Credit: Telephone Services

Department for Work and Pensions written question – answered at on 15 May 2023.

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Photo of Beth Winter Beth Winter Labour, Cynon Valley

To ask the Secretary of State for Work and Pensions, pursuant to Answer of 26 April 2023 to Question 182089 on Social Security Benefits: Disability, what the average waiting time was for calls to the Universal Credit helpline in the latest period for which data is available.

Photo of Guy Opperman Guy Opperman The Minister of State, Department for Work and Pensions

Please find data below which shows the average speed of answer (ASA) for calls to Universal Credit for the last 2 months.

Year

Month

Business Group

ASA

2022-2023

Mar

Universal Credit

00:01:28

2023-2024

Apr

Universal Credit

00:03:39

Please note this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.

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