Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what the average duration of a phone call was to the universal credit helpline in each of the last three months.

Data to indicate the average duration of calls to the Universal Credit helpline for each of the last 3 months is presented in the table below.

Please note:

1. The average (full) call duration on the Universal Credit Helpline indicated in the data table below includes the average amount of time that calls were waiting in a telephony queue before being answered by a Customer Adviser and the average amount of time that Customer Advisers were talking to customers on inbound calls.
2. The data supplied is derived from unpublished management information, which was collected for internal Departmental use only and has not been quality assured to National Statistics or Official Statistics publication standard. The data should therefore be treated with caution.