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PARLIAMENTARY WRITTEN QUESTION
Department for Work and Pensions: Telephone Services (24 October 2024)

Question Asked

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.

Asked by:
Rupert Lowe (Restore Britain)

Answer

The table below shows the Average Speed of Answer and Total Hold Time for all people calling DWP for the last 5 business years, with 2024 to 2025 being to 20th Oct’ 2024* only, that being the last date for which data is available.

Average Speed of Answer (hh:mm:ss)

Average Hold Time (hh:mm:ss)

2020 – 2021

00:08:33

00:00:32

2021 – 2022

00:09:39

00:00:36

2022 – 2023

00:08:22

00:00:28

2023 – 2024

00:08:34

00:00:26

2024 to date

*00:07:58

*00:00:25

*To date

Please note, the data shown is unpublished management information, collected and intended for internal departmental use. The figures provided may therefore be subject to retrospective change and have not been quality assured to National Statistics or Official Statistics publication standards.


Answered by:
Andrew Western (Labour)
1 November 2024

Contains Parliamentary information licensed under the Open Parliament Licence v3.0.