Veterans UK: Telephone Services
(asked on 1st February 2022) - View Source
Question to the Ministry of Defence:
To ask the Secretary of State for Defence, pursuant to the Answer of 20 January 2022 to Question 105352 on Veterans UK: Telephone Services, how many calls to the Veterans UK helpline were (a) answered and (b) unanswered in each year since 2015-16.
The below table details the number of calls the Veterans UK Helpline received for each financial year since 2015 and the subsequent answered or abandoned calls. Data prior to 2017 is not held for offered or abandoned calls. The Helpline remained open during the Covid-19 pandemic lockdown. Calls received can range from enquires about pension entitlement or compensation claims to welfare support and advice. Abandoned calls can range from mis-dialled calls, lost signal or the caller hanging up, the cause is not recorded.
Financial year | Offered Calls | Answered Calls | Abandonment % |
2015-16 | x | 158,375 | x |
2016-17 | x | 127,464 | x |
2017-18 | 142,806 | 130,225 | 9% |
2018-19 | 142,751 | 128,373 | 10% |
2019-20 | 129,301 | 111,206 | 14% |
2020-21 | 33,321 | 31,345 | 6% |
2021-22 Year to date | 28,431 | 27,754 | 2% |
Please note that in my previous response to question 105352, the number of answered calls for financial year 2021-22 should read 25,402 not 53,894.