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Department for Work and Pensions: Telephone Services

Question for Department for Work and Pensions

UIN 48360, tabled on 13 September 2021

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce phone call waiting times for service users trying to contact her Department's services.

Answered on

20 September 2021

The Department prioritises resource to our telephony services according to forecast demand. In periods of unexpected high demand (such as experienced through the pandemic) waiting times may vary while the Department rebalances across services, or secures external resource. The Department also continues to progress automation of services for those citizens able to self-serve to reduce demand and therefore wait times.