The DWP makes benefit and pension payments to more than 20 million people
In 2023/24, people ringing the Department for Work and Pensions collectively endured more than 753 years waiting for their calls to be answered, according to a spending watchdog. The National Audit Office splits this figure into about 652 years on DWP's own lines and 102 years on those it contracts out. The DWP's goal is to answer 85% of calls coming into their in-house lines, but only 76% of calls were answered in 2023/24. It managed to pick up 17.3 million calls, however, 5.
It also noted that the likelihood of processing new claims on time varied between benefits, with only 72% of new claims processed on time in 2023/24. A recent report has highlighted that 52% of new Personal Independence Payment claims were processed within the target time of 75 working days, while a whopping 96% of new state pension claims met their 10-working-day processing goal.
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