To ask the Secretary of State for Work and Pensions, what the average waiting time for a caller to the universal credit helpline was in each month in the last two years.
Answered on
23 February 2024
The tables below show the average waiting time (Average Speed to Answer) for all calls received by Universal Credit each month in hours, minutes and seconds format (hh:mm:ss).
Month/Year | Average Speed to Answer (hh:mm:ss) |
Jan-2022 | 00:00:31 |
Feb-2022 | 00:01:50 |
Mar-2022 | 00:01:58 |
Month/Year | Average Speed to Answer (hh:mm:ss) |
Apr-2022 | 00:03:21 |
May-2022 | 00:03:58 |
Jun-2022 | 00:03:53 |
Jul-2022 | 00:02:58 |
Aug-2022 | 00:03:40 |
Sep-2022 | 00:05:01 |
Oct-2022 | 00:02:46 |
Nov-2022 | 00:01:25 |
Dec-2022 | 00:02:23 |
Jan-2023 | 00:02:13 |
Feb-2023 | 00:01:49 |
Mar-2023 | 00:01:28 |
Month Year | Average Speed to Answer (hh:mm:ss) |
Apr-2023 | 00:03:39 |
May-2023 | 00:02:01 |
Jun-2023 | 00:01:30 |
Jul-2023 | 00:01:53 |
Aug-2023 | 00:02:59 |
Sep-2023 | 00:03:17 |
Oct-2023 | 00:04:24 |
Nov-2023 | 00:02:52 |
Dec-2023 | 00:03:03 |
Jan-2024 | 00:02:13 |
DISCLAIMER
Please note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.