Commons Sense

House of Commons · Ministers' Questions

Claimant Inquiry Waiting Times

Monday 19 June 2023 · 2 questions

Summarised by AI from the official record, so it can contain mistakes.

Read the full transcript on Parliament.uk

At a glance

Answered 1 Partly answered 1 Not answered 0

Key points

  • The Department recognises that wait times for PIP and ESA inquiry lines have been too long
  • The Department is recruiting more staff to reduce wait times, with PIP recruitment expected to improve by the end of summer
  • 600 additional agents for PIP are being recruited from April and 160 more will be added to ESA telephony through both recruitment and redeployment

Topics (select to filter)

Questions & Answers

Q1 Kerry McCarthy Lab Bristol East
Benefits & Welfare
Context

The question is prompted by long wait times on the PIP and ESA inquiry lines, impacting claimants seeking information.

Question

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.

Answer from Tom Pursglove

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.

Answered
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Q2 Kerry McCarthy Lab Bristol East
Benefits & Welfare
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.

Question

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?

Answer from Tom Pursglove

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.

Partly answered

Not addressed: bringing forward the recruitment timeline

How: Share The Details Of Shani'S Case With Me

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