Universal Credit: Telephone Services
(asked on 29th October 2018) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many calls to the universal credit helpline were (a) received and (b) abandoned in each month from November 2017 to date .
This question was answered on 1st November 2018
The table below shows the total number of calls received each month to the Universal Credit helplines and the total number of calls abandoned by the caller in each month.
| Calls Received | Calls Abandoned |
Nov-17 | - | - |
Dec-17 | 802,752 | 101,460 |
Jan-18 | 1,093,644 | 106,273 |
Feb-18 | 988,243 | 120,511 |
Mar-18 | 1,056,778 | 133,124 |
Apr-18 | 1,028,343 | 122,402 |
May-18 | 1,065,983 | 153,988 |
Jun-18 | 1,128,677 | 214,973 |
Jul-18 | 1,230,751 | 249,513 |
Aug-18 | 1,230,985 | 256,914 |
Sep-18 | 1,171,124 | 209,140 |
Notes:
- The data provided is for Universal Credit Full and Live Service, including outsourced helplines and is derived from unpublished management information, collected and intended for Departmental use. This has not been quality assured to national statistics or official statistics publication standards.
- Calls “Abandoned” is the total number of calls abandoned by the caller.
- Accurate telephony data for the complete month of November 2017 is not available due to a technical issue during roll out of the DWP Next Generation Contact Centre (NGCC) system.