Universal Credit: Telephone Services
(asked on 17th October 2025) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what the average (a) waiting time for people calling and (b) time spent on hold to the Universal Credit helpline was in the last year.
The table below shows the Average Time to Answer and the Average Hold Time, in an hours, minutes and seconds (hh:mm:ss) format, for all people calling Universal Credit for each of the last twelve complete reporting months.
Month / Year | Directorate | Average Time to Answer (hh:mm:ss) | Average Hold Time (hh:mm:ss) |
Oct-2024 | Universal Credit | 00:02:32 | 00:00:09 |
Nov-2024 | Universal Credit | 00:02:23 | 00:00:09 |
Dec-2024 | Universal Credit | 00:01:36 | 00:00:09 |
Jan-2025 | Universal Credit | 00:01:10 | 00:00:08 |
Feb-2025 | Universal Credit | 00:02:03 | 00:00:08 |
Mar-2025 | Universal Credit | 00:02:16 | 00:00:08 |
Apr-2025 | Universal Credit | 00:03:27 | 00:00:09 |
May-2025 | Universal Credit | 00:03:27 | 00:00:08 |
Jun-2025 | Universal Credit | 00:01:51 | 00:00:07 |
Jul-2025 | Universal Credit | 00:02:44 | 00:00:06 |
Aug-2025 | Universal Credit | 00:01:55 | 00:00:07 |
Sep-2025 | Universal Credit | 00:01:37 | 00:00:07 |
DISCLAIMER 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.