Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure its telephone lines are accessible to the public without incurring undue delays.

DWP plans resourcing according to forecasted telephony demand in an effort to keep wait times down. Wait time performance and forecasted demand is frequently reviewed, and where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator of percentage of calls answered which are published quarterly on gov.uk.