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1689161
registered interest false more like this
date less than 2024-02-16more like thismore than 2024-02-16
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, how many calls to the universal credit helpline were abandoned in each of the last two years. more like this
tabling member constituency Richmond Park more like this
tabling member printed
Sarah Olney more like this
uin 14098 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2024-02-23more like thismore than 2024-02-23
answer text <p>The table below shows the number of Calls Abandoned (Calls abandoned is the term we use for calls placed in a queue but terminated before being answered) on Universal Credit telephone lines, by month, for the last two years.</p><p /><p> </p><table><tbody><tr><td><p><strong>Month - Year</strong></p></td><td><p><strong>Calls Abandoned</strong></p></td></tr><tr><td><p>Jan-2022</p></td><td><p>24,556</p></td></tr><tr><td><p>Feb-2022</p></td><td><p>82,413</p></td></tr><tr><td><p>Mar-2022</p></td><td><p>86,234</p></td></tr><tr><td><p>Apr-2022</p></td><td><p>122,295</p></td></tr><tr><td><p>May-2022</p></td><td><p>146,088</p></td></tr><tr><td><p>Jun-2022</p></td><td><p>130,226</p></td></tr><tr><td><p>Jul-2022</p></td><td><p>85,719</p></td></tr><tr><td><p>Aug-2022</p></td><td><p>109,072</p></td></tr><tr><td><p>Sep-2022</p></td><td><p>152,761</p></td></tr><tr><td><p>Oct-2022</p></td><td><p>92,832</p></td></tr><tr><td><p>Nov-2022</p></td><td><p>39,043</p></td></tr><tr><td><p>Dec-2022</p></td><td><p>56,171</p></td></tr><tr><td><p>Jan-2023</p></td><td><p>63,110</p></td></tr><tr><td><p>Feb-2023</p></td><td><p>48,763</p></td></tr><tr><td><p>Mar-2023</p></td><td><p>51,304</p></td></tr><tr><td><p>Apr-2023</p></td><td><p>110,399</p></td></tr><tr><td><p>May-2023</p></td><td><p>59,434</p></td></tr><tr><td><p>Jun-2023</p></td><td><p>45,069</p></td></tr><tr><td><p>Jul-2023</p></td><td><p>52,643</p></td></tr><tr><td><p>Aug-2023</p></td><td><p>80,659</p></td></tr><tr><td><p>Sep-2023</p></td><td><p>95,546</p></td></tr><tr><td><p>Oct-2023</p></td><td><p>128,193</p></td></tr><tr><td><p>Nov-2023</p></td><td><p>89,078</p></td></tr><tr><td><p>Dec-2023</p></td><td><p>89,325</p></td></tr><tr><td><p>Jan-2024</p></td><td><p>82,469</p></td></tr></tbody></table><p /><p><strong> </strong></p><p><strong>DISCLAIMER </strong> Please note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p>
answering member constituency Bury St Edmunds more like this
answering member printed Jo Churchill more like this
question first answered
less than 2024-02-23T12:06:11.777Zmore like thismore than 2024-02-23T12:06:11.777Z
answering member
4380
label Biography information for Jo Churchill more like this
tabling member
4591
label Biography information for Sarah Olney more like this
1688688
registered interest false more like this
date less than 2024-02-08more like thismore than 2024-02-08
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, how many calls were received by the universal credit helpline in each month of the last two years. more like this
tabling member constituency Richmond Park more like this
tabling member printed
Sarah Olney more like this
uin 13800 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2024-02-23more like thismore than 2024-02-23
answer text <p>The tables below show the volume of calls received (Calls Offered to Agent Queue) by Universal Credit each month.</p><p><strong> </strong></p><table><tbody><tr><td><p><strong>Month Year</strong></p></td><td><p><strong>Calls Offered to Agent Queue</strong></p></td></tr><tr><td><p>Jan-2022</p></td><td><p>1,403,295</p></td></tr><tr><td><p>Feb-2022</p></td><td><p>1,567,168</p></td></tr><tr><td><p>Mar-2022</p></td><td><p>1,633,545</p></td></tr></tbody></table><p><strong> </strong></p><table><tbody><tr><td><p><strong>Month Year</strong></p></td><td><p><strong>Calls Offered to Agent Queue</strong></p></td></tr><tr><td><p>Apr-2022</p></td><td><p>1,499,101</p></td></tr><tr><td><p>May-2022</p></td><td><p>1,528,005</p></td></tr><tr><td><p>Jun-2022</p></td><td><p>1,491,626</p></td></tr><tr><td><p>Jul-2022</p></td><td><p>1,334,005</p></td></tr><tr><td><p>Aug-2022</p></td><td><p>1,359,542</p></td></tr><tr><td><p>Sep-2022</p></td><td><p>1,392,858</p></td></tr><tr><td><p>Oct-2022</p></td><td><p>1,318,787</p></td></tr><tr><td><p>Nov-2022</p></td><td><p>1,280,920</p></td></tr><tr><td><p>Dec-2022</p></td><td><p>1,150,052</p></td></tr><tr><td><p>Jan-2023</p></td><td><p>1,297,883</p></td></tr><tr><td><p>Feb-2023</p></td><td><p>1,164,493</p></td></tr><tr><td><p>Mar-2023</p></td><td><p>1,345,024</p></td></tr></tbody></table><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><table><tbody><tr><td><p><strong>Month Year</strong></p></td><td><p><strong>Calls Offered to Agent Queue</strong></p></td></tr><tr><td><p>Apr-2023</p></td><td><p>1,213,815</p></td></tr><tr><td><p>May-2023</p></td><td><p>1,223,812</p></td></tr><tr><td><p>Jun-2023</p></td><td><p>1,215,854</p></td></tr><tr><td><p>Jul-2023</p></td><td><p>1,150,900</p></td></tr><tr><td><p>Aug-2023</p></td><td><p>1,213,767</p></td></tr><tr><td><p>Sep-2023</p></td><td><p>1,263,332</p></td></tr><tr><td><p>Oct-2023</p></td><td><p>1,323,566</p></td></tr><tr><td><p>Nov-2023</p></td><td><p>1,307,174</p></td></tr><tr><td><p>Dec-2023</p></td><td><p>1,148,327</p></td></tr><tr><td><p>Jan-2024</p></td><td><p>1,413,983</p></td></tr></tbody></table><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong>DISCLAIMER </strong></p><p>Please note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p>
answering member constituency Bury St Edmunds more like this
answering member printed Jo Churchill more like this
question first answered
less than 2024-02-23T11:55:07.24Zmore like thismore than 2024-02-23T11:55:07.24Z
answering member
4380
label Biography information for Jo Churchill more like this
tabling member
4591
label Biography information for Sarah Olney more like this
1688689
registered interest false more like this
date less than 2024-02-08more like thismore than 2024-02-08
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what the average waiting time for a caller to the universal credit helpline was in each month in the last two years. more like this
tabling member constituency Richmond Park more like this
tabling member printed
Sarah Olney more like this
uin 13801 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2024-02-23more like thismore than 2024-02-23
answer text <p>The tables below show the average waiting time (Average Speed to Answer) for all calls received by Universal Credit each month in hours, minutes and seconds format (hh:mm:ss).</p><p /><p> </p><table><tbody><tr><td><p><strong>Month/Year</strong></p></td><td><p><strong>Average Speed to Answer (hh:mm:ss)</strong></p></td></tr><tr><td><p>Jan-2022</p></td><td><p>00:00:31</p></td></tr><tr><td><p>Feb-2022</p></td><td><p>00:01:50</p></td></tr><tr><td><p>Mar-2022</p></td><td><p>00:01:58</p></td></tr></tbody></table><p><strong> </strong></p><p><strong> </strong></p><table><tbody><tr><td><p><strong>Month/Year</strong></p></td><td><p><strong>Average Speed to Answer (hh:mm:ss)</strong></p></td></tr><tr><td><p>Apr-2022</p></td><td><p>00:03:21</p></td></tr><tr><td><p>May-2022</p></td><td><p>00:03:58</p></td></tr><tr><td><p>Jun-2022</p></td><td><p>00:03:53</p></td></tr><tr><td><p>Jul-2022</p></td><td><p>00:02:58</p></td></tr><tr><td><p>Aug-2022</p></td><td><p>00:03:40</p></td></tr><tr><td><p>Sep-2022</p></td><td><p>00:05:01</p></td></tr><tr><td><p>Oct-2022</p></td><td><p>00:02:46</p></td></tr><tr><td><p>Nov-2022</p></td><td><p>00:01:25</p></td></tr><tr><td><p>Dec-2022</p></td><td><p>00:02:23</p></td></tr><tr><td><p>Jan-2023</p></td><td><p>00:02:13</p></td></tr><tr><td><p>Feb-2023</p></td><td><p>00:01:49</p></td></tr><tr><td><p>Mar-2023</p></td><td><p>00:01:28</p></td></tr></tbody></table><p><strong> </strong></p><table><tbody><tr><td><p><strong>Month Year</strong></p></td><td><p><strong>Average Speed to Answer (hh:mm:ss)</strong></p></td></tr><tr><td><p>Apr-2023</p></td><td><p>00:03:39</p></td></tr><tr><td><p>May-2023</p></td><td><p>00:02:01</p></td></tr><tr><td><p>Jun-2023</p></td><td><p>00:01:30</p></td></tr><tr><td><p>Jul-2023</p></td><td><p>00:01:53</p></td></tr><tr><td><p>Aug-2023</p></td><td><p>00:02:59</p></td></tr><tr><td><p>Sep-2023</p></td><td><p>00:03:17</p></td></tr><tr><td><p>Oct-2023</p></td><td><p>00:04:24</p></td></tr><tr><td><p>Nov-2023</p></td><td><p>00:02:52</p></td></tr><tr><td><p>Dec-2023</p></td><td><p>00:03:03</p></td></tr><tr><td><p>Jan-2024</p></td><td><p>00:02:13</p></td></tr></tbody></table><p><strong> </strong></p><p><strong> </strong></p><p><strong>DISCLAIMER </strong></p><p>Please note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p>
answering member constituency Bury St Edmunds more like this
answering member printed Jo Churchill more like this
question first answered
less than 2024-02-23T11:57:37.11Zmore like thismore than 2024-02-23T11:57:37.11Z
answering member
4380
label Biography information for Jo Churchill more like this
tabling member
4591
label Biography information for Sarah Olney more like this
1625444
registered interest false more like this
date less than 2023-05-02more like thismore than 2023-05-02
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 26 April 2023 to Question 182089 on Social Security Benefits: Disability, whether his Department is taking steps to reduce the average waiting time for calls to the Universal Credit helpline. more like this
tabling member constituency Cynon Valley more like this
tabling member printed
Beth Winter more like this
uin 183592 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2023-05-15more like thismore than 2023-05-15
answer text <p>DWP plans resourcing according to forecasted telephony demand in an effort to keep wait times down. Wait time performance and forecasted demand is frequently reviewed, and DWP is continually working to improve the service that it delivers.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2023-05-15T11:04:17.96Zmore like thismore than 2023-05-15T11:04:17.96Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4809
label Biography information for Beth Winter more like this
1625445
registered interest false more like this
date less than 2023-05-02more like thismore than 2023-05-02
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, pursuant to Answer of 26 April 2023 to Question 182089 on Social Security Benefits: Disability, what the average waiting time was for calls to the Universal Credit helpline in the latest period for which data is available. more like this
tabling member constituency Cynon Valley more like this
tabling member printed
Beth Winter more like this
uin 183593 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2023-05-15more like thismore than 2023-05-15
answer text <p>Please find data below which shows the average speed of answer (ASA) for calls to Universal Credit for the last 2 months.</p><p /><table><tbody><tr><td><p>Year</p></td><td><p>Month</p></td><td><p>Business Group</p></td><td><p>ASA</p></td></tr><tr><td><p>2022-2023</p></td><td><p>Mar</p></td><td><p>Universal Credit</p></td><td><p>00:01:28</p></td></tr><tr><td><p>2023-2024</p></td><td><p>Apr</p></td><td><p>Universal Credit</p></td><td><p>00:03:39</p></td></tr></tbody></table><p> </p><p> </p><p>Please note this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2023-05-15T11:08:40.207Zmore like thismore than 2023-05-15T11:08:40.207Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4809
label Biography information for Beth Winter more like this
1625446
registered interest false more like this
date less than 2023-05-02more like thismore than 2023-05-02
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, pursuant to Answer of 26 April 2023 to Question 182089 on Social Security Benefits: Disability, whether his Department has a current target call wait time for members of the public contacting the Universal Credit helpline. more like this
tabling member constituency Cynon Valley more like this
tabling member printed
Beth Winter more like this
uin 183594 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2023-05-15more like thismore than 2023-05-15
answer text <p>There are no current wait time targets for calls to the Universal Credit helpline. Where DWP’s telephony is delivered by an outsourced provider we use the Key Performance Indicator (KPI) of percentage of calls answered, and our outsourced suppliers publish this information quarterly at <a href="https://www.gov.uk/government/publications/key-performance-indicators-kpis-for-governments-most-important-contracts" target="_blank">GOV.UK</a>.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2023-05-15T10:56:50.923Zmore like thismore than 2023-05-15T10:56:50.923Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4809
label Biography information for Beth Winter more like this
1603097
registered interest false more like this
date less than 2023-03-10more like thismore than 2023-03-10
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, how many calls were made to the Universal Credit hotline in the last month; how many of those calls were answered; and what the average waiting time was for a call to be answered. more like this
tabling member constituency Leicester South more like this
tabling member printed
Jonathan Ashworth more like this
uin 162509 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2023-03-17more like thismore than 2023-03-17
answer text <p>Please note this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p><p><strong> </strong></p><p><strong> </strong></p><p>Please find data below which shows calls to Universal Credit, offered, answered and average speed of answer for the month of February.</p><p> </p><table><tbody><tr><td><p>Month</p></td><td><p>Telephony Service Line</p></td><td><p>Calls Offered</p></td><td><p>Calls Answered</p></td><td><p>Average Speed of Answer (hh:mm:ss)</p></td></tr><tr><td><p>Feb</p></td><td><p>Universal Credit</p></td><td><p>1,164,493</p></td><td><p>1,115,730</p></td><td><p>0:01:49</p></td></tr></tbody></table> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2023-03-17T11:58:40.923Zmore like thismore than 2023-03-17T11:58:40.923Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4244
label Biography information for Jonathan Ashworth more like this
1523199
registered interest false more like this
date less than 2022-10-17more like thismore than 2022-10-17
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, how many times the National Telephone Service for Universal Credit has been used by (a) female and (b) prison leavers in each month since that service was introduced. more like this
tabling member constituency Swansea East more like this
tabling member printed
Carolyn Harris more like this
uin 64209 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2022-10-25more like thismore than 2022-10-25
answer text <p>(a) Information not held.</p><p>(b) Call volumes to the Prison Leavers helpline are as follows:</p><p> </p><p> </p><table><tbody><tr><td><p> </p></td><td><p>Apr-20</p></td><td><p>May-20</p></td><td><p>Jun-20</p></td><td><p>Jul-20</p></td><td><p>Aug-20</p></td><td><p>Sep-20</p></td></tr><tr><td><p>Calls Offered *</p></td><td><p>2,238</p></td><td><p>4,089</p></td><td><p>4,686</p></td><td><p>4,589</p></td><td><p>3,718</p></td><td><p>3,985</p></td></tr><tr><td><p>Calls Answered</p></td><td><p>1,946</p></td><td><p>3,818</p></td><td><p>4,348</p></td><td><p>3,521</p></td><td><p>2,823</p></td><td><p>2,982</p></td></tr><tr><td><p>PCA</p></td><td><p>87.0%</p></td><td><p>93.4%</p></td><td><p>92.8%</p></td><td><p>76.7%</p></td><td><p>75.9%</p></td><td><p>74.8%</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p> </p></td><td><p>Oct-20</p></td><td><p>Nov-20</p></td><td><p>Dec-20</p></td><td><p>Jan-21</p></td><td><p>Feb-21</p></td><td><p>Mar-21</p></td></tr><tr><td><p>Calls Offered</p></td><td><p>4,273</p></td><td><p>4,619</p></td><td><p>4,865</p></td><td><p>4,523</p></td><td><p>4,585</p></td><td><p>5,045</p></td></tr><tr><td><p>Calls Answered</p></td><td><p>3,894</p></td><td><p>4,567</p></td><td><p>4,665</p></td><td><p>4,126</p></td><td><p>4,444</p></td><td><p>5,020</p></td></tr><tr><td><p>PCA</p></td><td><p>91.1%</p></td><td><p>98.9%</p></td><td><p>95.9%</p></td><td><p>91.2%</p></td><td><p>96.9%</p></td><td><p>99.5%</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p> </p></td><td><p>Apr-21</p></td><td><p>May-21</p></td><td><p>Jun-21</p></td><td><p>Jul-21</p></td><td><p>Aug-21</p></td><td><p>Sep-21</p></td></tr><tr><td><p>Calls Offered</p></td><td><p>3,703</p></td><td><p>2,947</p></td><td><p>3,285</p></td><td><p>3,053</p></td><td><p>3,385</p></td><td><p>4,106</p></td></tr><tr><td><p>Calls Answered</p></td><td><p>3,662</p></td><td><p>2,909</p></td><td><p>3,236</p></td><td><p>2,977</p></td><td><p>3,237</p></td><td><p>3,581</p></td></tr><tr><td><p>PCA</p></td><td><p>98.9%</p></td><td><p>98.7%</p></td><td><p>98.5%</p></td><td><p>97.5%</p></td><td><p>95.6%</p></td><td><p>87.2%</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p> </p></td><td><p>Oct-21</p></td><td><p>Nov-21</p></td><td><p>Dec-21</p></td><td><p>Jan-22</p></td><td><p>Feb-22</p></td><td><p>Mar-22</p></td></tr><tr><td><p>Calls Offered</p></td><td><p>3,838</p></td><td><p>3,930</p></td><td><p>3,951</p></td><td><p>3,791</p></td><td><p>3,610</p></td><td><p>3,934</p></td></tr><tr><td><p>Calls Answered</p></td><td><p>3,654</p></td><td><p>3,809</p></td><td><p>3,796</p></td><td><p>3,713</p></td><td><p>3,436</p></td><td><p>3,826</p></td></tr><tr><td><p>PCA</p></td><td><p>95.2%</p></td><td><p>96.9%</p></td><td><p>96.1%</p></td><td><p>97.9%</p></td><td><p>95.2%</p></td><td><p>97.3%</p></td></tr><tr><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td><td><p> </p></td></tr><tr><td><p> </p></td><td><p>Apr-22</p></td><td><p>May-22</p></td><td><p>Jun-22</p></td><td><p>Jul-22</p></td><td><p>Aug-22</p></td><td><p>Sep-22</p></td></tr><tr><td><p>Calls Offered</p></td><td><p>3,644</p></td><td><p>3,780</p></td><td><p>3,858</p></td><td><p>3,557</p></td><td><p>3,903</p></td><td><p>3,571</p></td></tr><tr><td><p>Calls Answered</p></td><td><p>3,430</p></td><td><p>3,448</p></td><td><p>3,494</p></td><td><p>3,228</p></td><td><p>3,535</p></td><td><p>3,318</p></td></tr><tr><td><p>PCA</p></td><td><p>94.1%</p></td><td><p>91.2%</p></td><td><p>90.6%</p></td><td><p>90.8%</p></td><td><p>90.6%</p></td><td><p>92.9%</p></td></tr></tbody></table><p> </p><p>*Calls Offered. The total volume of calls entering a queue to await answer.</p><p> </p><p>Please note this information is derived from the Department’s management information designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.</p>
answering member constituency Banbury more like this
answering member printed Victoria Prentis more like this
question first answered
less than 2022-10-25T16:21:33.9Zmore like thismore than 2022-10-25T16:21:33.9Z
answering member
4401
label Biography information for Victoria Prentis more like this
tabling member
4480
label Biography information for Carolyn Harris more like this
1464074
registered interest false more like this
date less than 2022-05-18more like thismore than 2022-05-18
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what proportion of pre-arranged calls with Universal Credit advisors are made within (a) an hour of the arranged time, (b) made on the day of the arranged time and c) not made at all. more like this
tabling member constituency Ealing Central and Acton more like this
tabling member printed
Dr Rupa Huq more like this
uin 4639 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2022-05-26more like thismore than 2022-05-26
answer text <p>The information requested is not readily available and to provide it would incur disproportionate cost.</p> more like this
answering member constituency Macclesfield more like this
answering member printed David Rutley more like this
question first answered
less than 2022-05-26T15:12:56.85Zmore like thismore than 2022-05-26T15:12:56.85Z
answering member
4033
label Biography information for David Rutley more like this
tabling member
4511
label Biography information for Dr Rupa Huq more like this
1283695
registered interest false more like this
date less than 2021-02-03more like thismore than 2021-02-03
answering body
Department for Work and Pensions more like this
answering dept id 29 more like this
answering dept short name Work and Pensions remove filter
answering dept sort name Work and Pensions more like this
hansard heading Universal Credit: Telephone Services remove filter
house id 1 more like this
legislature
25259
pref label House of Commons more like this
question text To ask the Secretary of State for Work and Pensions, what steps her Department is taking to provide hon. Members with a dedicated universal credit helpline. more like this
tabling member constituency Ochil and South Perthshire more like this
tabling member printed
John Nicolson more like this
uin 148826 more like this
answer
answer
is ministerial correction false more like this
date of answer less than 2021-02-11more like thismore than 2021-02-11
answer text <p>There is no dedicated MP Hotline for Universal Credit. Prior to the roll-out of Universal Credit Full Service in their constituency, we wrote to each Hon. Member in March 2019. The letter explained the implicit consent arrangements for MPs and also provided the telephone number and email address of the Service Leader in the constituency, so that MPs can contact Service Leaders if there are urgent constituent cases that need attention. This is the best route to raise issues on behalf of constituents and works well because MPs’ offices can establish local relationships.</p><p> </p><p>The Department regularly provides updated contact information to the W4MP.org website indicating the best and most efficient ways to contact it.</p> more like this
answering member constituency Hexham more like this
answering member printed Guy Opperman more like this
question first answered
less than 2021-02-11T13:54:03.85Zmore like thismore than 2021-02-11T13:54:03.85Z
answering member
4142
label Biography information for Guy Opperman more like this
tabling member
4415
label Biography information for John Nicolson more like this