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Personal Independence Payment: Telephone Services

Question for Department for Work and Pensions

UIN 93774, tabled on 15 December 2021

To ask the Secretary of State for Work and Pensions, what the average response time for answering personal independence payment new claims calls was in each month from December 2020 to November 2021.

Answered on

12 January 2022

Thank you for your question the following table presents Personal Independent Payment (PIP) New Claims (NC) Monthly Management Information for period December 2020 to November 2021.

The table details on a month by month basis for the above noted period the total number of calls answered for the service and the average speed to answer (ASA) for those calls, the ASA data is presented in minutes and seconds.

Month

Average speed of answer (min:sec)

Total Calls Answered

Dec-20

00:36

45,298

Jan-21

02:50

64,403

Feb-21

03:41

62,357

Mar-21

02:16

96,578

Apr-21

02:59

78,690

May-21

05:06

78,075

Jun-21

06:52

89,427

Jul-21

03:28

87,532

Aug-21

02:56

86,099

Sep-21

07:48

93,654

Oct-21

12:38

91,025

Nov-21

08:06

101,186