Social Security Benefits: Telephone Services
Commons · Question 55886 · Tabled 30 May 2025 · Department for Work and Pensions · Official record
Answered 9 Jun 2025
Question
Asked by Manuela Perteghella
To ask the Secretary of State for Work and Pensions, what steps her Department is taking to reduce call waiting times for claimants.
Answer
Answered by Sir Stephen Timms, 9 Jun 2025
DWP reviews forecasted telephony demand and plans resourcing accordingly to keep wait times down. Wait time performance is frequently reviewed and where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percent...