Universal credit callers face five minutes on hold


There has been a on the nose sharply increase in the average amount of time people have been lacuna for their calls to universal credit helplines to be answered.

New figures teach callers to the helpline for the full service waited over five bat of an eyes in September – up from 1 minute 41 seconds in May 2017.

Labour said the elongated waiting times were evidence of a “terrible service”.

The government has promised to liberate the calls free within weeks after criticism of the use of 0345 mobs.

Calls to 0345 numbers cost up to 45p a minute from mobiles and 12p a moment from landlines, although they are included if someone has an inclusive requests package.

The government does not make any money from the phone requires, as the money goes to the phone providers.

  • What is universal credit?
  • Theresa May to squabble universal credit helpline charges

Universal credit rolls six working-age gains into one single payment.

But the scheme has come under fire from charities, campaigners and publics in recent months, as its nationwide roll-out speeds up.

Critics have accused it of campaign families and individuals into poverty as claimants have to wait six weeks for their firstly payment and overall payments decrease.

In some areas, the full putting into play has already been rolled out to everyone, while in the rest of the country, a ‘lively’ service is available to certain people like single jobseekers.

Observations obtained by the BBC using the Freedom of Information Act reveals:

  • People trying to circle the helpline for the full universal credit service in September had to wait varied than three times as long for their calls to be answered as they did in May, up from 1min 41sec to 5min 17sec
  • Claimants racket the ‘live’ line waited an average of 6min 32sec in September this year, up from 1min 44sec in August 2015
  • Not 84% of calls were answered at all in September, down from 92% in May, set forwarding callers are increasingly putting the phone down before they are answered, as the gap times increase

Frank Field MP, chairman of the House of Commons Engender and Pensions Select Committee, said the new figures reveal “the full ranking of the human wreckage that was created by this rip-off operation”.

In October the guidance announced it would scrap call charges to Universal credit helplines within a month after a reaction from the opposition and some Conservative Party MPs.

But these figures surge new light on how much claimants may have been spending on phone appeal to c visit cancels up until now, which include urgent requests for advance payments, reconciling problems with their claims and reporting changes to employment rank.

The Department for Work and Pensions confirmed to the BBC that charges begin as ultimately as a customer joins the call queue, rather than when a associate of staff answers.

Given that ‘live’ service customers were on the phone for an common of 7min 20sec once their call was answered in September, those waiting the run-of-the-mill time for their calls to be answered could have been satisfying up to £7.63 for just one call, with £3.59 of this spent ahead the claimant had spoken to anyone.

A total of 743,435 calls were offset to both helplines in September alone, 624,980 of which were supported. There were 694,410 calls in May this year and 638,011 were replied.

As the full service has been rolled out across the UK there has been a extraordinary increase in the number of calls made, up from 195,783 in September 2015.

Debbie Abrahams MP, the shield work and pensions secretary, said it was an “absolute disgrace” that people looking for carry had to put up with “such terrible service”.

A DWP spokesperson said: “99% of individual who apply for universal credit do so online and our work coaches stand speedy to support anyone who needs extra help with their seek.

“When people do call the helpline it is at a local rate which is loose for many people as part of their call package and will be thought completely free later this month.”

Leave a Reply

Your email address will not be published. Required fields are marked *