The level of positive feedback is consistently above DWP's benchmark of 85%, according to the report from the National Audit Office.
Benchmark for good performance is for 85% of customers to be satisfied. In 2023-24, people spent 753 years waiting for DWP to answer their callsState pension: High level of satisfaction with DWP customer service reported for 2022-23
However, it found the DWP had fallen short on the proportion of new benefit claims processed on time.The Government's official money watchdog also points out that 52 per cent of new Personal Independence Payments claims - which are made by people with long-term mental or physical health problems - were processed on time in 2023-24.
Complaints have kept coming about this issue, and our investigation is ongoing - details of how to contact us are below. If you experience delays after that, write and tell us at this address - [email protected] Regarding phone calls, the NAO found that since 2020-21, the DWP’s in-house telephone lines have not met their performance standard, although its outsourced providers have performed better.
- Since 2020-21, it has fallen slightly short of its benchmark for good performance, which is for 85 per cent of customers to be satisfied with the service they received; 'Its customers include some of the most vulnerable in society, who rely on DWP for the accurate and timely payment of the benefits to which they are entitled.'
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