Written Question·Department for Work and Pensions·UIN 906763
Department for Work and Pensions: Telephone Services
Tabled: 2 December 2025
Answered: 8 December 2025
Named DayQuestion
Caroline Voaden
Liberal Democrat — South Devon
To ask the Secretary of State for Work and Pensions, what steps he is taking to improve the responsiveness of his Department's helplines.
Answer
Andrew WesternWe are continuing our efforts to improve our telephony services.We have prioritised service reform through focusing extra resource to boost our performance.Our call answering rate has increased to 86 per cent, the average answering time improving from eig...
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