The information available is provided in the following tables. All figures are in seconds unless otherwise stated.
Centre/region Contact number Business area December 2006 January 2007 February 2007 March 2007 April 2007 May 2007 Debt Centre Salford/Trafford1 08456003334 Off Benefit 28 35 28 30 39 24 08456003335 Enforcement 17 13 22 12 11 21 08456024201 Off Benefit (SF) 1 — — — — 13 14 Child Support Agency Liverpool3 08457133133 — 6 9 10 10 9 10 Child Support Agency Birkenhead 08456090062 — 16 23 26 26 25 24 Child Support Agency Dudley 08456090062 — 21 22 21 21 23 18 Child Support Agency Belfast 08456090092 — 26 37 25 26 29 25 Child Support Agency Falkirk 08456090042 — 19 25 21 22 22 21 Child Support Agency Plymouth 08456090072 — 25 35 27 25 24 25 Child Support Agency Hastings 08456090052 — 27 32 27 22 23 22 Benefit inquiry Line Preston4 0800882200 Main Line 15 44 46 36 48 45 0800243355 Textphone 9 10 8 6 9 9 0800441144 Forms Completion 14 31 56 56 50 41 DLA/AA Helpline Blackpool4 08457123456 Change of Circs Menu option 1 3 3 3 3 4 4 08457123456 New Claim Pack Menu option 2 — — 18 12 12 11 08457123456 Decision Making and Appeals Menu option 3 4 4 4 5 5 5 08457123456 General Inquiries Menu option hold 106 118 122 126 148 143 08457224433 Textphone 6 7 6 6 6 7 08456020194 District Office 16 16 16 16 16 16 08456020197 Motability 24 25 24 24 22 22 08453001403 3rd Party Text 5 5 6 5 7 13 08459000121 3rd Party 21 22 22 22 24 26 The Pension Service Bath 08456060265 Change of Circumstances 6 10 19 19 21 15 The Pension Service Birmingham 08456060265 Change of Circumstances 16 20 19 18 20 18 The Pension Service Burnley 08456060265 Change of Circumstances 29 30 30 38 43 — 08453001084 State Pension 1 2 2 57 86 75 0800991234 Pension Credit 1 2 2 59 101 84 The Pension Service Cwmbran 08456060265 Change of Circumstances 9 12 16 16 24 45 08453001084 State Pension 4 19 26 30 26 41 0800991234 Pension Credit 3 10 15 20 25 38 The Pension Service Dundee 08456060265 Change of Circumstances 31 50 73 35 90 118 08453001084 State Pension 59 30 80 33 34 54 0800991234 Pension Credit 30 22 88 45 33 48 The Pension Service Leicester 08456060265 Change of Circumstances 16 17 17 16 20 23 08453001084 State Pension 12 8 6 12 65 40 0800991234 Pension Credit 7 11 7 12 77 68 NPC (Newcastle) 08456060265 Change of Circumstances 4 32 29 60 133 100 08453001084 State Pension 19 26 58 60 38 36 0800991234 Pension Credit 39 40 50 56 41 34 The Pension Service Motherwell 08456060265 Change of Circumstances 15 18 17 19 13 12 08453001084 State Pension 22 30 46 48 45 35 0800991234 Pension Credit 8 13 33 47 31 22 The Pension Service Seaham 08456060265 Change of Circumstances 18 15 9 20 15 16 08453001084 State Pension 14 28 69 108 93 90 0800991234 Pension Credit 13 22 61 148 91 87 The Pension Service Stockport 08456060265 Change of Circumstances 32 52 55 102 173 158 08453001084 State Pension 4 13 22 29 32 69 0800991234 Pension Credit 3 13 21 27 24 60 The Pension Service Swansea 08456060265 Change of Circumstances 12 27 24 24 38 58 08453001084 State Pension 8 30 70 56 27 63 0800991234 Pension Credit 49 50 39 37 20 47 The Pension Service Warrington 08456060265 Change of Circumstances 19 34 79 128 98 36 08453001084 State Pension 14 14 16 41 31 25 0800991234 Pension Credit 11 12 15 24 9 27
Centre/region Contact number Business area June 2007 July 2007 August 2007 September 2007 October 2007 November 2007 Debt Centre Salford/Trafford1 08456003334 Off Benefit 14 16 16 264 23 19 08456003335 Enforcement 14 20 25 244 30 13 08456024201 Off Benefit (SF) 1 10 10 15 18 16 15 Child Support Agency Liverpool3 08457133133 — 14 16 13 13 13 12 Child Support Agency Birkenhead 08456090062 — 29 27 27 22 22 22 Child Support Agency Dudley 08456090062 — 21 22 21 19 20 20 Child Support Agency Belfast 08456090092 — 22 27 19 17 18 20 Child Support Agency Falkirk 08456090042 — 26 24 24 22 21 24 Child Support Agency Plymouth 08456090072 — 35 37 22 20 19 20 Child Support Agency Hastings 08456090052 — 24 24 23 21 21 22 Benefit inquiry Line Preston4 0800882200 Main Line 36 44 53 45 38 32 0800243355 Textphone 8 9 10 10 11 11 0800441144 Forms Completion 47 46 67 45 53 42 DLA/AA Helpline Blackpool4 08457123456 Change of Circs Menu option 1 4 4 3 4 3 3 08457123456 New Claim Pack Menu option 2 11 12 13 14 10 11 08457123456 Decision Making and Appeals Menu option 3 5 5 5 6 4 5 08457123456 General Inquiries Menu option hold 143 151 168 167 138 151 08457224433 Textphone 6 7 5 6 7 5 08456020194 District Office 16 16 16 16 16 16 08456020197 Motability 23 25 24 25 28 27 08453001403 3rd Party Text 13 12 5 L5 6 4 08459000121 3rd Party 24 23 23 23 22 22 The Pension Service Bath 08456060265 Change of Circumstances 10 10 5 6 11 11 The Pension Service Birmingham 08456060265 Change of Circumstances 17 24 21 21 15 15 The Pension Service Burnley 08456060265 Change of Circumstances 35 47 48 25 28 24 08453001084 State Pension 132 41 39 49 41 36 0800991234 Pension Credit 96 42 41 41 40 30 The Pension Service Cwmbran 08456060265 Change of Circumstances 37 57 40 32 29 20 08453001084 State Pension 43 27 23 27 27 23 0800991234 Pension Credit 34 26 34 37 29 19 The Pension Service Dundee 08456060265 Change of Circumstances 144 270 221 23 25 25 08453001084 State Pension 101 130 32 31 30 24 0800991234 Pension Credit 87 137 33 23 20 16 The Pension Service Leicester 08456060265 Change of Circumstances 23 30 34 51 27 26 08453001084 State Pension 337 463 80 41 44 106 0800991234 Pension Credit 282 401 133 48 53 1 NPC (Newcastle) 08456060265 Change of Circumstances 38 69 84 74 53 77 08453001084 State Pension 82 55 40 40 26 29 0800991234 Pension Credit 60 47 41 32 24 31 The Pension Service Motherwell 08456060265 Change of Circumstances 15 21 54 57 33 27 08453001084 State Pension 89 43 58 36 30 38 0800991234 Pension Credit 55 40 66 36 25 32 The Pension Service Seaham 08456060265 Change of Circumstances 8 9 12 14 14 12 08453001084 State Pension 190 87 70 59 27 30 0800991234 Pension Credit 178 77 61 41 24 23 The Pension Service Stockport 08456060265 Change of Circumstances 186 156 103 120 62 35 08453001084 State Pension 125 125 125 123 58 39 0800991234 Pension Credit 73 87 103 86 3 20 The Pension Service Swansea 08456060265 Change of Circumstances 60 99 120 77 32 36 08453001084 State Pension 125 38 77 69 42 82 0800991234 Pension Credit 93 85 133 90 48 99 The Pension Service Warrington 08456060265 Change of Circumstances 24 45 65 174 83 37 08453001084 State Pension 81 20 17 37 41 50 0800991234 Pension Credit 39 53 46 56 53 41 1 Debt Centre Salford became Debt Centre Trafford from April 2007. Debt Management Trafford took responsibility for recovery of social fund loans from those no longer in receipt of benefit (Off Benefit SF). 2 System failure impacted wait times. 3 Deals exclusively with all of the Agency’s old scheme (prior to March 2003) related calls. 4 Figures are for average speed to answer a call. This measure is the same as average call waiting time as both represents the average amount of time callers had to wait before the call was answered.
Centre/region Contact number Business area November 2006 December 2006 January 2007 February 2007 March 2007 April 2007 Jobcentre Plus Group 11, 2 08456060234 Jobseeker Direct 91.4 92.2 83.1 75.00 84.9 76.6 08000556688 First Contact 76.9 86.7 81.5 88.6 95.1 90.7 08456012001 Employer Direct 97.5 94.7 91.7 88.3 91.1 69.9 08456000043 Nino Allocations 93.8 96.7 84.7 81.4 89.8 84.8 080085440 National Benefit Fraud Hotline 95.0 89.0 89.7 90.1 92.6 88.7 Crisis Loan — — — — — — Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 23 08456060234 Jobseeker Direct 92.4 96.1 89.1 75.9 84.6 77.4 08000556688 First Contact 78.3 86.5 81.8 82.6 85.2 87.5 08456012001 Employer Direct 98.5 96.2 93.8 86.2 95.0 85.3 08456000043 Nino Allocations 92.1 96.7 87.8 85.3 89.5 84.6 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan — — — — — — Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 34 08456060234 Jobseeker Direct 84.8 91.7 77.6 77.7 80.4 84.2 08000556688 First Contact 79.5 87.0 84.3 85.1 88.2 86.3 08456012001 Employer Direct — — — — — — 08456000043 Nino Allocations — — — — — — 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan — — — — — — Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 45 08456060234 Jobseeker Direct 89.6 90.6 82.3 75.4 82.4 81.1 08000556688 First Contact 80.6 88.6 80.5 81.9 87.6 84.3 08456012001 Employer Direct 97.6 95.3 92.9 88.6 92.4 80.8 08456000043 Nino Allocations 95.9 97.4 88.9 84.0 90.1 84.0 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan — — — — — — Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — —
Centre/region Contact number Business area May2007 June 2007 July 2007 August 2007 September 2007 October 2007 Jobcentre Plus Group 11, 2 08456060234 Jobseeker Direct 81.8 75.7 83.6 86.6 74.0 86.7 08000556688 First Contact 93.6 85.8 76.7 75.3 81.2 79.4 08456012001 Employer Direct 82.0 91.7 93.2 86.5 76.0 82.8 08456000043 Nino Allocations 85.2 88.7 91.0 86.5 66.7 75.7 080085440 National Benefit Fraud Hotline 93.8 94.5 97.3 96.8 92.2 93.7 Crisis Loan — 8.6 12.0 29.6 68.0 63.5 Benefit Delivery Centres Crisis Loan Decision Making — — — — — 94.3 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 23 08456060234 Jobseeker Direct 83.4 78.9 83.0 85.2 76.2 85.7 08000556688 First Contact 85.8 77.4 82.5 80.7 78.9 79.6 08456012001 Employer Direct 86.5 91.0 92.7 88.9 79.5 81.5 08456000043 Nino Allocations 85.0 87.6 90.8 84.7 63.9 75.8 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan — 5.5 21.8 49.2 61.1 59.9 Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — 91.2 95.3 — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 34 08456060234 Jobseeker Direct 85.6 82.8 80.1 87.5 78.0 84.8 08000556688 First Contact 84.7 76.3 71.2 75.2 79.3 90.9 08456012001 Employer Direct — — — — — — 08456000043 Nino Allocations — — — — — — 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan 55.7 48.6 38.5 34.8 60.5 — Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — — — — — Jobcentre Plus Group 45 08456060234 Jobseeker Direct 80.8 67.3 76.3 75.8 72.8 85.0 08000556688 First Contact 85.7 83.6 77.2 69.0 79.6 86.5 08456012001 Employer Direct 82.4 89.8 93.6 88.5 78.2 86.0 08456000043 Nino Allocations 85.0 89.7 91.2 89.2 74.4 79.0 080085440 National Benefit Fraud Hotline — — — — — — Crisis Loan 55.7 — — 62.1 70.6 68.5 Benefit Delivery Centres Crisis Loan Decision Making — — — — — — 08456008192 IB LP Campaign — — — — — — 08456004271 DWP Postal Line — — 97.2 85.6 — — 1 Jobcentre Plus Contact Centres do not collate average call waiting or average speed of answer times. The data provided relate to the Service Level Agreement in place to answer 80 per cent. of calls within 30 seconds; up to September 2007, this was to answer 80 per cent. of calls within 20 seconds. 2 Sites within Group 1 are Grimsby, Halifax, Lowestoft, Grimsby Employer Direct and Southend. 3 Sites within Group 2 are Blackburn, Bootle, Paisley, Garston, Liverpool and Clydebank. 4 Sites within Group 3 are Newcastle, Middlesbrough, Sheffield, Dundee, Blackpool and Poole. 5 Sites within Group 4 are Bangor, Bridgend, Pembroke Dock, Taunton, Torquay, Caerphilly and Exeter.