Written Question·Department for Work and Pensions·UIN 83168

Department for Work and Pensions: Telephone Services

Tabled: 17 October 2025

Answered: 27 October 2025

Question

Rupert Lowe

To ask the Secretary of State for Work and Pensions, what the (a) average waiting time for people calling and (b) time people spent on hold for her Department was in each of the last five years.

Answer

Sir Stephen Timms

The table below shows the Average Time to Answer and the Average Hold Time, in an hours, minutes and seconds (hh:mm:ss) format, for all people calling DWP for the last 5 business years, with 2025 to 2026 being to 12th Oct’ 2025* only, that being the last ...

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