Claimant Inquiry Waiting Times 2023-06-19
2023-06-19
TAGS
Response quality
Questions & Answers
Q1
Direct Answer
▸
Context
The question is prompted by long wait times on the PIP and ESA inquiry lines, impacting claimants seeking information.
I am concerned about the adequacy of waiting times on (a) personal independence payment and (b) employment support allowance claimant inquiry lines. The wait times have been too long for individuals seeking information and this is causing significant distress.
The Department recognises that wait times for PIP and ESA inquiry lines have been too long. To address this, we are recruiting more staff to reduce waits, with PIP recruitment expected to improve by the end of summer and ESA waiting times showing significant improvement in recent weeks.
▸
Assessment & feedback
Response accuracy
Q2
Partial Answer
▸
Context
A constituent named Shani has been unable to get a copy of her PIP award letter due to long wait times on the hotline, highlighting broader issues faced by claimants.
I am glad that action is being taken, but it seems like it will take a while before there is any effect. My constituent, Shani, has been trying to get a copy of her PIP award letter for weeks and cannot reach the hotline despite numerous attempts. Can I urge the Minister to act sooner and bring recruitment forward so constituents do not have to wait?
I would be grateful if you could share the details of Shani's case with me. In response to your concern, 600 additional agents for PIP are being recruited from April and 160 more will be added to ESA telephony through both recruitment and redeployment.
▸
Assessment & feedback
bringing forward the recruitment timeline
Share The Details Of Shani'S Case With Me
Response accuracy