Universal Credit: Telephone Services
(asked on 17th October 2022) - View Source
Question to the Department for Work and Pensions:
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.
(a) Information not held.
(b) Call volumes to the Prison Leavers helpline are as follows:
| Apr-20 | May-20 | Jun-20 | Jul-20 | Aug-20 | Sep-20 |
Calls Offered * | 2,238 | 4,089 | 4,686 | 4,589 | 3,718 | 3,985 |
Calls Answered | 1,946 | 3,818 | 4,348 | 3,521 | 2,823 | 2,982 |
PCA | 87.0% | 93.4% | 92.8% | 76.7% | 75.9% | 74.8% |
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| Oct-20 | Nov-20 | Dec-20 | Jan-21 | Feb-21 | Mar-21 |
Calls Offered | 4,273 | 4,619 | 4,865 | 4,523 | 4,585 | 5,045 |
Calls Answered | 3,894 | 4,567 | 4,665 | 4,126 | 4,444 | 5,020 |
PCA | 91.1% | 98.9% | 95.9% | 91.2% | 96.9% | 99.5% |
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| Apr-21 | May-21 | Jun-21 | Jul-21 | Aug-21 | Sep-21 |
Calls Offered | 3,703 | 2,947 | 3,285 | 3,053 | 3,385 | 4,106 |
Calls Answered | 3,662 | 2,909 | 3,236 | 2,977 | 3,237 | 3,581 |
PCA | 98.9% | 98.7% | 98.5% | 97.5% | 95.6% | 87.2% |
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| Oct-21 | Nov-21 | Dec-21 | Jan-22 | Feb-22 | Mar-22 |
Calls Offered | 3,838 | 3,930 | 3,951 | 3,791 | 3,610 | 3,934 |
Calls Answered | 3,654 | 3,809 | 3,796 | 3,713 | 3,436 | 3,826 |
PCA | 95.2% | 96.9% | 96.1% | 97.9% | 95.2% | 97.3% |
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| Apr-22 | May-22 | Jun-22 | Jul-22 | Aug-22 | Sep-22 |
Calls Offered | 3,644 | 3,780 | 3,858 | 3,557 | 3,903 | 3,571 |
Calls Answered | 3,430 | 3,448 | 3,494 | 3,228 | 3,535 | 3,318 |
PCA | 94.1% | 91.2% | 90.6% | 90.8% | 90.6% | 92.9% |
*Calls Offered. The total volume of calls entering a queue to await answer.
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.