DWP Callers Faced 753 Years of Hold Time in 2023/24

National Audit Office report reveals significant shortcomings in Department for Work and Pensions' call handling and service standards.

Over 40 million calls were made to the DWP, with more than six million abandoned due to long wait times.
The average wait time for a call to be answered was 15 minutes and 23 seconds.
Customer satisfaction varied, with 93% of state pension claimants satisfied compared to 77% of personal independence payment claimants.
The DWP has been criticized for lacking transparency about service standards, leading to increased call volumes.
Plans are in place to improve customer service, including more use of text messages for updates.