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Forum Home  →  Discussion  →  Work capability issues and ESA  →  Thread

ESA existing benefit claims number-long waiting time.

ub40worker
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Welfare Team, Kensington and Chelsea CAB

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I have recently been trying to contact the ESA existing benefit claims number- 0800 169 0310 with clients present and via implicit consent. I have been waiting on the line for an above usual amount of time. Yesterday when I finally got through to them the gentleman I spoke to put the telephone down on me. Anyone else experiencing this?

SamW
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Lambeth Every Pound Counts

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Yep in my experience the wait times have got worse again since they made it free phone.  Back up to 15-20 minutes and often longer.

If I’m on outreach and pressed for time I tend to call our escalations at the benefits centres who are normally sympathetic. If I’m at my desk I sit in the queue and try and ignore the Vivaldi :’(

Dan_Manville
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Mental health & welfare rights service - Wolverhampton City Council

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It’s particularly dire these last few days; regular 25-30 minute waits; previously they’d usually answer around the 20 minute mark.

WRT Case Worker
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Citizens Advice Rotherham

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Last attempt on 26/02/2018, hung up after 44 minutes.

Daphne
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rightsnet writer / editor

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According to a FOI response average waiting time in week commencing 4 June was 26.40 minutes

Tom B (WRAMAS)
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WRAMAS - Bristol City Council

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Is anyone else getting cut off after all the automated menus?

Benny Fitzpatrick
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Welfare Rights Officer, Southway Housing Trust, Manchester

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23 minutes of the dreaded Vivaldi and still waiting. They really are a joke!

CDV Adviser
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Nestor Financial Group Ltd

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My client was on for an hour yesterday.

stevenmcavoy
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Welfare rights officer - Enable Scotland

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yip.  this is causing me real problems though i tend to use the time to read and post here :D

Benny Fitzpatrick
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Welfare Rights Officer, Southway Housing Trust, Manchester

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I eventually gave up after 45 minutes. They’ll get the enquiry as a complaint via the MP on Monday, and that means they will HAVE to reply, and record the complaint.

Clara
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Welfare rights officer - Brighton and Hove City Council

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I’ve been waiting 40 minutes plus and still no answer today plus the numbers we had for benefit centres are also not picking up! Have they redeployed all the ESA staff?