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Freephone numbers now published
DWP has updated gov.uk with freephone numbers so guessing they are now live - not seen an announcement though…
We received an email from a JCP representative with the information below:
“Hi
Pleased be advised of changes and circulate as required
• All DWP customer 0345 numbers are being replaced with new Freephone numbers.
• The changes will begin with Universal Credit lines, which will be changed on 29 November.
• This will then extend to other numbers, with the process due to be completed by the end of the calendar year.
The new Freephone numbers will be publicised as they are introduced, including updating information on GOV.UK and providing information messages on our existing telephone lines.”
So, if you’re hearing impaired there is just the one number for textphone? Will you then be expected to identify whether you’re live or full or should that be self-evident?
You’d kind of hope that the person on the end of the helpline will be able to identify that?? But of course who knows…
Is it me or does “building a welfare system that is fit for the modern world” not include spending money on having phone numbers which automatically re-direct? So, yes, you guessed it… anyone unaware of the new freephone numbers will of course ring the old numbers and will have to listen to a message telling them to ring the new numbers. Will the original phone call still cost?
UC housing line 0800 328 3844
Welsh line 0800 328 1744
Payment services 0800 328 0128
Is it me or does “building a welfare system that is fit for the modern world” not include spending money on having phone numbers which automatically re-direct? So, yes, you guessed it… anyone unaware of the new freephone numbers will of course ring the old numbers and will have to listen to a message telling them to ring the new numbers. Will the original phone call still cost?
The DWP page at https://www.gov.uk/government/news/free-helplines-for-universal-credit-claimants says:
Anyone calling the old numbers will hear a repeated message informing them of the change and the new number to call. They won’t be charged for listening to this pre-recorded message as long as they hang up before the call is terminated. The message will be clear about the need for the caller to end the call before they are cut off.
[ Edited: 1 Dec 2017 at 09:39 am by Robbie Spence ]I’ve started using the free phone numbers today.
When calling the old numbers, the automated message states that you’re not charged for hearing the message so I’d assume they’re also free.
When calling the new numbers, so far I’ve had:
Automated message about UC/ authorised representative
“Please hold the line for a few seconds”
30 seconds of complete silence
6 rings
Automated message (sorry, my memory fails me as to the content)
Further silence…. at the time of writing this I’d been on hold? for 16 mins. I’m convinced they’ve replaced the endless loop of Vivaldi’s Four Seasons with the void silence of space, but who knows? Will my call ever be answered? Is my call even connected?
Concerned that a silent line will be interpreted by claimants as a dead line - it certainly fooled me the first couple of times I called.
I’ll report back as to whether I actually get through to a person…
I won’t be at OSEF this time, but please do raise this!
I’ve started using the free phone numbers today.
When calling the old numbers, the automated message states that you’re not charged for hearing the message so I’d assume they’re also free.
When calling the new numbers, so far I’ve had:
Automated message about UC/ authorised representative
“Please hold the line for a few seconds”
30 seconds of complete silence
6 rings
Automated message (sorry, my memory fails me as to the content)
Further silence…. at the time of writing this I’d been on hold? for 16 mins. I’m convinced they’ve replaced the endless loop of Vivaldi’s Four Seasons with the void silence of space, but who knows? Will my call ever be answered? Is my call even connected?Concerned that a silent line will be interpreted by claimants as a dead line - it certainly fooled me the first couple of times I called.
I’ll report back as to whether I actually get through to a person…
I won’t be at OSEF this time, but please do raise this!
In the void of Universal Credit no-one can hear you scream!!!
I’ve started using the free phone numbers today.
When calling the old numbers, the automated message states that you’re not charged for hearing the message so I’d assume they’re also free.
When calling the new numbers, so far I’ve had:
Automated message about UC/ authorised representative
“Please hold the line for a few seconds”
30 seconds of complete silence
6 rings
Automated message (sorry, my memory fails me as to the content)
Further silence…. at the time of writing this I’d been on hold? for 16 mins. I’m convinced they’ve replaced the endless loop of Vivaldi’s Four Seasons with the void silence of space, but who knows? Will my call ever be answered? Is my call even connected?Concerned that a silent line will be interpreted by claimants as a dead line - it certainly fooled me the first couple of times I called.
I’ll report back as to whether I actually get through to a person…
I won’t be at OSEF this time, but please do raise this!
Called from another line and got straight through… hurrah! Called numerous times from landl line and nothing but silence, called from my mobile and no problem… Was it a connection too far?
I will bring this up at stakeholders tomorrow Kelly - might have a little play with it myself first too…
Phoned ESA/JSA existing claims today and got redirected to a new 0800 number.
Had a look on gov.uk and found this:
Jobcentre Plus
Telephone: 0800 169 0310
Textphone: 0800 169 0314
Welsh language: 0800 328 1744
Monday to Friday, 8am to 6pm
Looks like these have switched, possibly from today. Has there been any other announcement / publicity that I may have missed?
P.s. Still took 25 mins to talk to anyone, but at least it was free :)
[ Edited: 13 Dec 2017 at 04:11 pm by Mark R ]The original announcement - https://www.rightsnet.org.uk/welfare-rights/news/item/work-and-pensions-secretary-announces-that-dwp-customer-phone-lines-are-to - said that all DWP phone lines would be freephone numbers by the end of the year so I guess it’s part of that
Wouldn’t it be nice if DWP publicised a list of all the new freephone numbers and the date they change in one place !
Unless they have changed in the last 24 hrs the only ones that don’t seem to have changed yet are Pensions Service and Carer’s Allowance? - although I haven’t had cause to Tel. IIDB to see if they have changed yet!
Weirdly, DLA enquiries for under 65s is now 0800, but AA / DLA65+ is currently still 0345.
Weirdly, DLA enquiries for under 65s is now 0800, but AA / DLA65+ is currently still 0345.
AA/65+ 0800 121 6055
So, GMWRAG needs another post.
Sigh.
Weirdly, DLA enquiries for under 65s is now 0800, but AA / DLA65+ is currently still 0345.
AA/65+ 0800 121 6055
Just dialled it, that’s not a DWP number ..?
Yep - sorry senior moment - must have ‘jumped the gun’! still 0345
Thanks for the replies. I’m having a trawl through the gov.uk site to see if I can piece together the freephone jigsaw.
There’s a summary page of sorts listing 0800 numbers here:
https://www.gov.uk/contact-jobcentre-plus/existing-benefit-claims
But it’s not comprehensive. If anyone knows of a complete list anywhere please do share! ;-)