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 reduce call waiting times on the benefit enquiry line.

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 DWP is continually working to improve the service that it delivers. The Benefit Enquiry Line (0800 169 0310) freephone service which supports Employment and Support Allowance (ESA), Jobseekers Allowance and Income Support, is delivered by multiskilled colleagues, who are able to flex between lines to balance customer wait times. We are aware that the line is currently experiencing high wait times for ESA enquiries, although these can vary throughout the day, and we are working to improve this position.

The Department is investing in a new capability that aims to better route customers to the right offer at the right time. This will reduce the time callers spend listening to a menu of choices and instead invite customers to say why they are calling, at the start of the call.