Pensions: Telephone Services

Department for Work and Pensions written question – answered at on 18 September 2023.

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Photo of Justin Madders Justin Madders Shadow Minister (Future of Work), Shadow Minister (Employment Rights and Protections)

To ask the Secretary of State for Work and Pensions, to confirm what the average answering time is on the Pension Service Helpline.

Photo of Laura Trott Laura Trott The Parliamentary Under-Secretary of State for Work and Pensions

The table below shows data from the Pension Service lines, Pension Credit and State Pension. The metrics include Average Speed to Answer as requested for the last complete calendar month.


Product Line

Average Speed to Answer (hh:mm:ss)


Pension Credit



State Pension




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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