Disability Benefits Claimants Struggling with Unanswered Calls from DWP – ‘Assistance at an All-Time Low’

Published On:
Keir Starmer

A new report has revealed that people claiming disability benefits wait 10 times longer for their calls to be answered compared to those receiving Universal Credit.

With average wait times of nearly 27 minutes, disabled individuals are receiving what MPs call “unacceptably poor service” from the Department for Work and Pensions (DWP).

Charities say trust between disabled people and the government is at an all-time low, as the DWP faces increasing scrutiny over its handling of disability benefits.

With the government planning to cut £3bn from the benefits budget, the upcoming disability benefits consultation will be a critical moment for claimants.

Claimants Facing Extreme Delays

According to the Public Accounts Committee (PAC), those claiming Personal Independence Payment (PIP) and other disability benefits face significantly longer wait times than Universal Credit claimants:

Benefit TypeAverage Call Wait Time
Disability Benefits26 minutes 53 seconds
Universal Credit2 minutes 45 seconds

MPs expressed concern that many disabled claimants are desperate for help but are struggling to get through. Sir Geoffrey Clifton-Brown, chairman of the PAC, said that in some cases, people are “literally calling for help and receiving no answer”, making it feel like the government is absent when it is needed most.

Broken Trust

Many disability charities have reacted strongly to the report, calling it scandalous. James Taylor, executive director of Scope, said that for disabled individuals, “life costs a lot more, and disability benefits are a lifeline.” But with long wait times, backlogs, and delayed PIP reviews, many feel that the system is working against them.

  • Richard Kramer, CEO of Sense, confirmed that disabled people find the benefits process stressful and overwhelming, with half of those with complex disabilities reporting that applying for benefits worsened their condition.
  • Linda Burnip from Disabled People Against Cuts pointed out that PIP reviews are months behind schedule, further adding to the stress for claimants.

Ongoing Issues

This report is just one in a long list of problems faced by disabled people when dealing with the DWP. Other recent issues include:

  • High Rates of Benefit Underpayments – Disabled people are the most likely group to be underpaid by the DWP.
  • Fear of Losing Support – Many disabled individuals are afraid to request reassessments, fearing they might lose their current benefits instead of receiving more help.
  • Use of Stigmatising Language – The government has been accused of framing disability benefits negatively while trying to cut spending.

These concerns were highlighted in a recent High Court case, where the government was found to have conducted an “unlawful” disability benefit consultation. As a result, the DWP is now being forced to reconsult on changes before launching its new disability benefits policy in the spring.

What’s Next?

The government’s upcoming health and disability green paper is expected to propose major changes to the benefits system. With only a few months left before its release, disability charities are urging the government to:

  1. Make the system fair and accessible – ensuring disabled people can apply for benefits independently and with dignity.
  2. Reduce waiting times – so claimants are not left struggling for answers.
  3. Improve trust and transparency – by genuinely listening to disabled people’s concerns.

A 12-week consultation period will allow charities, advocacy groups, and disabled individuals to voice their concerns before final decisions are made.

Government Response

The DWP insists it is already making improvements, claiming to have reduced call wait times and offering better support for vulnerable claimants.

A spokesperson also highlighted the Fraud, Error & Recovery Bill, aimed at reducing errors and preventing fraud. However, many remain skeptical about whether these measures will improve the experiences of disabled benefit claimants.

As the spring consultation approaches, disabled individuals and advocacy groups are preparing to fight for a fairer system that does not leave vulnerable people struggling to access the support they need.

FAQs

How long do disabled claimants wait for DWP calls?

The average wait time is 26 minutes and 53 seconds, 10 times longer than Universal Credit calls.

Why are disability benefit calls taking so long?

The DWP is facing backlogs and staffing shortages, causing long delays.

Is the government cutting disability benefits?

The government plans to reduce the benefits budget by £3bn, which may impact PIP and other support.

What are charities saying about the report?

Disability groups say trust in the government is at an ‘all-time low’ due to poor service.

When will the new disability consultation happen?

The government will launch a 12-week consultation on disability benefits in spring 2025.

Swachhata Hi Seva

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