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Universal Credit: Telephone Services

Question for Department for Work and Pensions

UIN 14098, tabled on 16 February 2024

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.

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