DWP acknowledges that waiting times for PIP and ESA inquiry lines ‘have been too long’

However, Minister assures MPs that PIP recruitment will reduce waits ‘by the end of summer’, while ESA waiting times have ‘improved significantly in recent weeks’

DWP Minister Tom Pursglove has acknowledged that waiting times for the personal independence (PIP) and employment and support allowance (ESA) inquiry lines 'have been too long'.

Having confirmed in a written answer to Parliament last week that the average speed of answering calls to the PIP enquiry line exceeded 40 minutes in March, April and May 2023, Mr Pursglove responded to an oral question in the House of Commons from Labour MP Kerry McCarthy by saying –

'The Department recognises that wait times for the PIP and ESA inquiry line have been too long. To reduce waiting times, we are recruiting more staff and, in the short term, are diverting staff to support better performance. PIP recruitment is expected to reduce waits by the end of summer, while ESA waiting times have improved significantly in recent weeks.'

In addition, responding to Ms McCarthy's request that the Department bring recruitment forward in light of evidence that claimants are finding it impossible to get through to the PIP helpline which 'just rings out', Mr Pursglove said –

'What I can say, hopefully to reassure the House, is that we are seeing 600 additional agents recruited for PIP from April and for ESA 160 additional agents will be put on telephony through both recruitment and redeployment.'

The oral question on waiting times for PIP and ESA inquiry lines is available from parliament.uk