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Department for Work and Pensions: Telephone Services

Question for Department for Work and Pensions

UIN 114260, tabled on 11 November 2020

To ask the Secretary of State for Work and Pensions, what assessment her Department has made of the potential merits of introducing a call back system when individuals have spent a significant period of time waiting on hold with her Department's helplines.

Answered on

16 November 2020

DWP has considered the merits of a call-back service for customers. We concluded that it would not support the current operating models of the department. DWP moved all telephony services for customers to a free phone operation nearly three years ago and therefore any delay in answering calls will not be at the expense of customers.

Named day
Named day questions only occur in the House of Commons. The MP tabling the question specifies the date on which they should receive an answer. MPs may not table more than five named day questions on a single day.