wrans/answers2025-03-07 conversation_205
Source: hansard.parliament.uk (2025-03-07)

UK Parliament Hansard data: wrans/answers2025-03-07 conversation_205

Steve Darling:To ask the Secretary of State for Work and Pensions, what the (a) average wait time and (b) number of calls received were for the Winter Fuel Payment helpline in each winter since 2015. \p Torsten Bell: We have provided a response from 2017 only as we do not hold the required data for the years prior. The tables in the response show Total Calls Offered (Volume) and Average Speed of Answer (in an hh:mm:ss format) for each month within each business year for the period Apr 17 to Mar 25. The most current table for business year 2024/2025 is to date only, up to and including 02/03/2025. To note, the business year 2017/2018 data for the month of Nov 17 is unavailable.

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2024

Winter Fuel Payments

4,459

00:04:18

May-2024

Winter Fuel Payments

2,420

00:02:08

Jun-2024

Winter Fuel Payments

1,709

00:01:36

Jul-2024

Winter Fuel Payments

2,059

00:00:45

Aug-2024

Winter Fuel Payments

3,419

00:00:59

Sep-2024

Winter Fuel Payments

4,872

00:01:12

Oct-2024

Winter Fuel Payments

32,698

00:04:53

Nov-2024

Winter Fuel Payments

35,756

00:01:50

Dec-2024

Winter Fuel Payments

19,894

00:03:58

Jan-2025

Winter Fuel Payments

22,642

00:07:32

Feb-2025

Winter Fuel Payments

13,190

00:02:51

Total

143,118

00:03:46

2024/2025 Business Year is to date only, up to and including 02/03/2025

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2023

Winter Fuel Payments

5,305

00:03:30

May-2023

Winter Fuel Payments

4,043

00:01:50

Jun-2023

Winter Fuel Payments

2,293

00:01:14

Jul-2023

Winter Fuel Payments

1,854

00:01:07

Aug-2023

Winter Fuel Payments

2,185

00:01:17

Sep-2023

Winter Fuel Payments

4,284

00:02:04

Oct-2023

Winter Fuel Payments

68,999

00:04:07

Nov-2023

Winter Fuel Payments

101,231

00:02:27

Dec-2023

Winter Fuel Payments

50,251

00:04:03

Jan-2024

Winter Fuel Payments

44,373

00:04:22

Feb-2024

Winter Fuel Payments

18,891

00:03:55

Mar-2024

Winter Fuel Payments

8,492

00:06:04

Total

312,201

00:03:30

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2022

Winter Fuel Payments

4,323

00:02:34

May-2022

Winter Fuel Payments

4,241

00:02:20

Jun-2022

Winter Fuel Payments

3,882

00:02:00

Jul-2022

Winter Fuel Payments

3,394

00:01:46

Aug-2022

Winter Fuel Payments

7,502

00:07:26

Sep-2022

Winter Fuel Payments

9,972

00:06:19

Oct-2022

Winter Fuel Payments

66,057

00:00:52

Nov-2022

Winter Fuel Payments

124,826

00:02:36

Dec-2022

Winter Fuel Payments

65,847

00:08:38

Jan-2023

Winter Fuel Payments

61,969

00:04:38

Feb-2023

Winter Fuel Payments

20,095

00:01:54

Mar-2023

Winter Fuel Payments

14,479

00:03:19

Total

386,587

00:03:37

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2021

Winter Fuel Payments

12,058

00:18:39

May-2021

Winter Fuel Payments

4,471

00:06:12

Jun-2021

Winter Fuel Payments

2,983

00:02:57

Jul-2021

Winter Fuel Payments

2,921

00:02:39

Aug-2021

Winter Fuel Payments

3,780

00:03:46

Sep-2021

Winter Fuel Payments

6,931

00:04:11

Oct-2021

Winter Fuel Payments

87,690

00:06:24

Nov-2021

Winter Fuel Payments

118,402

00:03:10

Dec-2021

Winter Fuel Payments

30,369

00:01:10

Jan-2022

Winter Fuel Payments

47,903

00:03:32

Feb-2022

Winter Fuel Payments

18,102

00:01:38

Mar-2022

Winter Fuel Payments

9,770

00:03:06

Total

345,380

00:04:04

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2020

Winter Fuel Payments

490

00:00:12

May-2020

Winter Fuel Payments

475

00:00:14

Jun-2020

Winter Fuel Payments

494

00:00:10

Jul-2020

Winter Fuel Payments

518

00:00:19

Aug-2020

Winter Fuel Payments

2,418

00:00:36

Sep-2020

Winter Fuel Payments

4,851

00:00:53

Oct-2020

Winter Fuel Payments

50,460

00:08:55

Nov-2020

Winter Fuel Payments

154,831

00:19:51

Dec-2020

Winter Fuel Payments

142,779

00:13:31

Jan-2021

Winter Fuel Payments

83,952

00:15:21

Feb-2021

Winter Fuel Payments

28,377

00:03:09

Mar-2021

Winter Fuel Payments

22,050

00:09:37

Total

491,695

00:13:38

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2019

Winter Fuel Payments

1,703

00:00:31

May-2019

Winter Fuel Payments

1,096

00:00:18

Jun-2019

Winter Fuel Payments

924

00:00:23

Jul-2019

Winter Fuel Payments

967

00:00:11

Aug-2019

Winter Fuel Payments

1,025

00:00:09

Sep-2019

Winter Fuel Payments

3,209

00:01:06

Oct-2019

Winter Fuel Payments

10,935

00:01:08

Nov-2019

Winter Fuel Payments

84,697

00:03:48

Dec-2019

Winter Fuel Payments

45,557

00:01:01

Jan-2020

Winter Fuel Payments

37,425

00:03:15

Feb-2020

Winter Fuel Payments

7,496

00:00:45

Mar-2020

Winter Fuel Payments

1,328

00:00:39

Total

196,362

00:02:32

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2018

Winter Fuel Payments

3,193

00:00:56

May-2018

Winter Fuel Payments

15,290

00:01:12

Jun-2018

Winter Fuel Payments

22,624

00:01:59

Jul-2018

Winter Fuel Payments

19,130

00:01:27

Aug-2018

Winter Fuel Payments

16,393

00:01:39

Sep-2018

Winter Fuel Payments

8,418

00:01:07

Oct-2018

Winter Fuel Payments

18,590

00:01:05

Nov-2018

Winter Fuel Payments

112,846

00:04:53

Dec-2018

Winter Fuel Payments

57,275

00:03:08

Jan-2019

Winter Fuel Payments

39,450

00:01:36

Feb-2019

Winter Fuel Payments

14,064

00:01:04

Mar-2019

Winter Fuel Payments

4,761

00:01:29

Total

332,034

00:02:47

Month Year

Telephony Service Line

Calls Offered

Average Speed of Answer (hh:mm:ss)

Apr-2017

Winter Fuel Payments

5,266

00:00:34

May-2017

Winter Fuel Payments

3,978

00:00:27

Jun-2017

Winter Fuel Payments

5,147

00:00:38

Jul-2017

Winter Fuel Payments

33,873

00:00:39

Aug-2017

Winter Fuel Payments

38,334

00:00:49

Sep-2017

Winter Fuel Payments

23,028

00:00:30

Oct-2017

Winter Fuel Payments

21,804

00:00:50

Nov-2017

Winter Fuel Payments

*Data Unavailable

*Data Unavailable

Dec-2017

Winter Fuel Payments

64,386

00:01:03

Jan-2018

Winter Fuel Payments

48,793

00:01:18

Feb-2018

Winter Fuel Payments

17,919

00:01:12

Mar-2018

Winter Fuel Payments

11,208

00:02:17

Total

273,736

00:00:59

*No data is available for Nov 17 due to inconsistencies with the HMI Data downloads

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.