Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions what the average time was that callers were on hold before they are connected to the Future Pension Centre in (a) 2023 (b) 2022 and (c) 2021; what percentage of callers abandoned the call in (a) 2023 (b) 2022 and (c) 2021; and if he will make a statement.

The average time callers to the Future Pension Service Telephony Platform were on hold (rounded to the nearest minute) was as follows. We do not have figures for the full year 2023 at this time

2021: 13 Minutes

2022: 10 Minutes

The percentage of callers to the Future Pension Service Telephony Platform who abandoned their call was as follows:

2021: 28%

2022: 21%

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 the Department holds the information internally, we have released it. However, it is possible information held by Department may change due to operational reasons and we recommend that caution be applied when using it.