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Department for Work and Pensions: Telephone Services

Question for Department for Work and Pensions

UIN 3847, tabled on 10 July 2017

To ask the Secretary of State for Work and Pensions, what estimate his Department has made of the (a) longest and (b) mean waiting times to his Department's (i) universal credit helpline and (ii) 0345 phone lines.

Answered on

18 July 2017

The range of average speed of answer to the Universal Credit Live Service, Universal Credit Digital (Full Service) and 0345 telephone lines (excluding Universal Credit) are shown in the table below. Mean average waiting times are not recorded.

Range Shortest

Range Longest

Universal Credit - Live Service

2 minutes 28 seconds
(July 2016)

4 minutes 24 seconds
(January 2017)

Universal Credit Digital (Full Service)

1 minute 38 seconds
(April 2017)

13 minutes 18 seconds
(November 2016)

All other 0345 Lines (excluding Universal Credit)

2 minutes 24 seconds
(January 2017)

4 minutes 3 seconds
(September 2016)

Notes: Please note that the data supplied is derived from unpublished management information which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution. Performance variation should be viewed in the context of a wide range of operational impacts occurring; this includes caller demand, system stability, changes to process and adviser capacity.

Source: BT - Operational Management Information System (OPMIS)