Claimants of PIP and ESA are struggling with long wait times, while Universal Credit remains unaffected, raising concerns about service quality from the DWP.
Birmingham: Individuals claiming two benefits from the DWP are having a tough time. They’re facing long wait times on the phone. A new report highlights issues for Personal Independent Payment (PIP) and Employment and Support Allowance (ESA) claimants.
MPs say the service for disability benefits is “unacceptably poor.” The average wait time is about 27 minutes. In contrast, Universal Credit claimants wait only about 3 minutes.
James Taylor, from the charity Scope, says this shows how disabled people are being let down. He points out that life costs more for disabled individuals, and these benefits are crucial for them.
He adds that many disabled people feel the system is against them. Trust in the DWP is low, and the government needs to work with disabled individuals to improve the benefits system.
Richard Kramer, CEO of Sense, also criticizes the current system. He shares that many disabled people find it hard to get the help they need. Their research shows that half of those with complex disabilities feel the application process worsens their condition.
Linda Burnip from Disabled People Against Cuts echoes these concerns. She mentions that PIP reviews are often delayed by months. She also highlights staffing issues, saying there aren’t enough staff to handle PIP claims and inquiries.
