People claiming Personal Independence Payment (PIP) and Universal Credit are being given an update on Department for Work and Pensions (DWP) helpline waiting times, following the release of new figures in Parliament.
The data shows that callers to the PIP helpline continue to face longer waits than people contacting Universal Credit or the Jobcentre Enquiry Line. However, average waiting times have changed across all three services, with some improving and others taking longer to answer.
The figures were released after Restore MP Rupert Lowe asked the government about the time callers spend waiting to speak to advisers.
The update comes as PIP remains under review, with the government examining how the benefit operates and whether changes are needed. The review is being jointly led by DWP minister Sir Stephen Timms, who has described the current system as “not fit for purpose”.
For claimants, the latest figures provide an indication of how quickly they may be able to contact the department, although individual waiting times can vary.
Helplines
The latest DWP figures show that PIP callers are waiting an average of eight minutes and nine seconds to speak to an adviser. This is an improvement compared with the 12 minutes and 13 seconds recorded in 2025-26.
The figures also show a considerable reduction from the average waiting time of more than 19 minutes recorded in 2022-23, when a sharp increase in the number of claimants placed additional pressure on the service.
Universal Credit callers are experiencing shorter waits. The average time to answer a call has fallen to one minute and 48 seconds, compared with two minutes and 43 seconds in 2025-26.
The Jobcentre Enquiry Line has recorded a different trend. Its average waiting time has increased to two minutes and 18 seconds, up from 57 seconds in the previous reporting period.
The figures can be summarised as follows:
| DWP Helpline | Previous Average Wait | Latest Average Wait |
|---|---|---|
| PIP | 12 minutes 13 seconds | 8 minutes 9 seconds |
| Universal Credit | 2 minutes 43 seconds | 1 minute 48 seconds |
| Jobcentre Enquiry Line | 57 seconds | 2 minutes 18 seconds |
The figures represent average waiting times rather than a guarantee of how long an individual caller will wait. Call volumes, staffing levels, and the nature of an enquiry can affect the time required to reach an adviser.
Parliament
The DWP released the information after Rupert Lowe, a Restore MP, asked Parliament how quickly the department’s three helplines were answering calls.
The request covered the time callers spent waiting to speak to advisers and the average time taken to answer calls.
Parliamentary questions provide a way for MPs to obtain information about government services, including operational performance and changes in demand.
The latest figures offer a comparison between the three helplines, but they do not necessarily indicate how quickly the department resolves an individual’s claim or enquiry after a call is answered.
Claimants who need information about their benefits can also use the government’s online services. The official GOV.UK benefits information provides details about available support, eligibility, and how to contact the relevant department.
PIP
Personal Independence Payment is intended to help people with a long-term physical or mental health condition or disability meet additional costs associated with daily living and mobility.
Unlike some benefits, PIP is not generally means-tested. Eligibility is based on how a person’s condition affects their ability to carry out certain daily activities and mobility tasks.
The assessment considers the practical impact of a person’s condition rather than relying solely on a diagnosis.
PIP claims can involve several stages, including an initial application, the collection of supporting information, and an assessment where required. These processes can make contact with the DWP important for people seeking updates or clarification about their claim.
The latest helpline figures indicate that PIP callers continue to experience longer average waits than callers to Universal Credit and the Jobcentre Enquiry Line.
However, the reduction from 12 minutes and 13 seconds to eight minutes and nine seconds suggests that average call-answering times have improved compared with the previous reporting period.
People who need to contact the department about PIP can find information through the official PIP guidance on GOV.UK.
Review
PIP is also undergoing a wider review, which could have implications for how the benefit operates in the future.
DWP minister Sir Stephen Timms, who is jointly leading the review, has said the current benefit is “not fit for purpose”. The review is examining the system, with findings expected to be announced during 2026, according to the information provided.
The review is particularly relevant to people who rely on PIP to help meet the additional costs associated with disability or long-term health conditions.
However, the review and the helpline waiting-time figures are separate issues. The waiting-time data concerns how quickly callers can speak to advisers, while the review considers the wider operation of the benefit.
Until the government publishes its findings and confirms any policy changes, claimants should continue to follow the existing eligibility and application rules.
The DWP’s official information on disability benefits provides guidance for people seeking support and information about disability-related benefits.
Universal
Universal Credit callers are currently experiencing the shortest average waiting times among the three helplines included in the figures.
The average wait of one minute and 48 seconds represents an improvement from two minutes and 43 seconds in 2025-26.
Universal Credit provides financial support to people on low incomes, those who are out of work, and some people who cannot work because of health conditions or caring responsibilities.
Claimants can use their online accounts to report changes in circumstances, check payment information, and communicate with their work coach or the DWP.
The helpline remains an important option for people who cannot resolve an issue online or need assistance with a specific enquiry.
The official Universal Credit guidance explains how the benefit works, who can claim, and how to manage an existing claim.
Planning
The latest DWP figures provide an indication of how quickly claimants may be able to reach an adviser, but average waiting times do not guarantee that every call will be answered within the same period.
PIP callers continue to experience longer waits than those contacting Universal Credit or the Jobcentre Enquiry Line. At the same time, the latest figures show that PIP and Universal Credit waiting times have fallen compared with the previous reporting period.
The increase in the Jobcentre Enquiry Line’s average waiting time highlights that performance can vary between services.
Claimants who need assistance should consider using the relevant online service where possible and keep records of any important correspondence or changes to their circumstances.
For people receiving PIP, the ongoing review is another development to monitor. Any confirmed changes to eligibility or assessment arrangements should be considered alongside official DWP guidance.
