Social Security Benefits: Telephone Services

Department for Work and Pensions written question – answered at on 11 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, how many calls to the (a) Universal Credit helpline and (b) Disability Service Centre for queries on (i) Personal Independence Payments, (ii) the Disability Living Allowance and (iii) the Attendance Allowance lasted (A) up to 60 minutes, (B) between 60-120 minutes and (C) more than 120 minutes, in the latest period for which data is available.

Photo of Tom Pursglove Tom Pursglove The Minister of State, Department for Work and Pensions

Please find data below which shows how many calls were made to the (a) Universal Credit helpline and (b) Disability Service Centre for queries on (i) Personal Independence Payments, (ii) the Disability Living Allowance and (iii) the Attendance Allowance:

Year

Month

Business Group

Product Line

Calls Offered

2022-2023

Mar

Pensions

Attendance Allowance

126,161

2022-2023

Mar

Disability

Disability Living Allowance

156,473

2022-2023

Mar

Pensions

Disability Living Allowance - 65+

17,898

2022-2023

Mar

Disability

Personal Independence Payment

684,306

2022-2023

Mar

Universal Credit

Universal Credit

1,345,024

2023-2024

Apr

Pensions

Attendance Allowance

113,057

2023-2024

Apr

Disability

Disability Living Allowance

129,647

2023-2024

Apr

Pensions

Disability Living Allowance - 65+

19,693

2023-2024

Apr

Disability

Personal Independence Payment

530,117

2023-2024

Apr

Universal Credit

Universal Credit

1,213,815

Totals

4,336,191

We are unable to report number of calls by duration time bands as requested (up to 60 minutes, between 60-120 minutes and more than 120 minutes).

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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