To ask the Secretary of State for Work and Pensions, how many calls to the universal credit helpline were abandoned in each of the last two years.
Answered on
23 February 2024
The table below shows the number of Calls Abandoned (Calls abandoned is the term we use for calls placed in a queue but terminated before being answered) on Universal Credit telephone lines, by month, for the last two years.
Month - Year | Calls Abandoned |
Jan-2022 | 24,556 |
Feb-2022 | 82,413 |
Mar-2022 | 86,234 |
Apr-2022 | 122,295 |
May-2022 | 146,088 |
Jun-2022 | 130,226 |
Jul-2022 | 85,719 |
Aug-2022 | 109,072 |
Sep-2022 | 152,761 |
Oct-2022 | 92,832 |
Nov-2022 | 39,043 |
Dec-2022 | 56,171 |
Jan-2023 | 63,110 |
Feb-2023 | 48,763 |
Mar-2023 | 51,304 |
Apr-2023 | 110,399 |
May-2023 | 59,434 |
Jun-2023 | 45,069 |
Jul-2023 | 52,643 |
Aug-2023 | 80,659 |
Sep-2023 | 95,546 |
Oct-2023 | 128,193 |
Nov-2023 | 89,078 |
Dec-2023 | 89,325 |
Jan-2024 | 82,469 |
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.