According to a recent report by the National Audit Office (NAO), individuals attempting to contact the Department for Work and Pensions (DWP) in the 2023/24 fiscal year spent a collective total of over 753 years waiting for their calls to be answered. This staggering wait time applied to more than 40 million calls, with over six million of these calls being abandoned.
The NAO conducted an independent customer service survey, revealing the extent of the issue. As per the report, more than 20 million people in the UK rely on pensions or benefits from the DWP, with a total of £268.5 billion paid out in 2023/24. The department’s operating costs were also highlighted, with a total of £7.3 billion spent.
The NAO found that while pensioners were generally satisfied with the services they received (93%), those receiving personal independence payment (PIP) were less so (77%). The report also highlighted specific processing times for benefits, noting that only 52% of PIP claims were processed within the target of 75 working days. In contrast, 96% of new state pension claims were completed within the expected timeframe of 10 working days.
The NAO also pointed out that the number of people claiming benefits and the state pension has risen significantly in recent years, from 20.3 million in May 2019 to 22.7 million in May 2023. This increase can be attributed to a rise in Universal Credit claims during the pandemic and a higher volume of PIP claims due to more individuals being out of work with long-term health issues.
In terms of improving response times for phone calls, the report stated that the DWP is planning to use text messages to update customers. However, the department acknowledged that providing up-to-date information is challenging due to the range and complexity of its services.
The NAO also highlighted a lack of transparency from the DWP regarding its service standards, which can lead to individuals repeatedly calling for updates. The report estimated that approximately 31.6 million minutes of phone calls made to the DWP were avoidable, accounting for 43% of the total time spent on the phone during the 2022/23 period.
In response to the report, a DWP spokesperson stated that the department acknowledges the challenges highlighted and is committed to providing an efficient and compassionate welfare system. They also noted that the majority of new benefits claims were processed on time and that the DWP’s modernization program will drive improvements in customer service, including better support for PIP applications and a new online application service.
This news comes amid other political developments, including Starmer facing a potential Commons rebellion, a Team GB star withdrawing from the Olympics, and discussions within the Labour party about discouraging the use of trains. To stay updated on all things politics, tune in to the “Politics at Jack and Sam’s” podcast, available on all major platforms.
