Source · Select Committees · Public Accounts Committee
Recommendation 27
27
Significant proportion of DWP customer calls remain unanswered, affecting change of circumstances.
Conclusion
Many customers contact DWP by telephone when they need to report a change of circumstances.54 However, a significant proportion of calls to DWP go unanswered. In 2023–24, DWP answered 66% of calls to its in–house lines, after taking account of calls that were not assigned to a queue, for example because the queues were full.55
Government Response
A response document is linked to this report, dated 6 May 2025. Response attribution to this conclusion has not been verified. Read the response document ↗