Response time for phone calls to universal credit has returned to pre-COVID levels, advises Minister

Written answer confirms that average response time is now under four minutes having peaked at almost 45 minutes at the end of March 2020

The average response time for phone calls to universal credit has returned to the level it was at prior to the start of the coronavirus (COVID-19) pandemic, according to the Minister for Welfare Delivery Will Quince.

Responding to a written question in Parliament - about the waiting time for claimants calling the universal credit helpline - Mr Quince advised that, for a seven week period between 16 March and 3 May 2020, the average response time was in excess of 15 minutes, peaking at 44 minutes in the week commencing 30 March 2020.

However, with the average response time at under four minutes in the week commencing 29 June 2020, Mr Quince explained -

'The average waiting times change week on week and is demand led. To manage and improve increased waiting times due to the coronavirus pandemic, the Department implemented changes in processes in April and initiated a communication campaign to pro-actively call those with new claims. The Department also redeployed staff from non-business critical areas to front line delivery roles, made use of staff from other Government Departments, has recruited and continues to recruit significant numbers of new staff and has utilised contract and agency staff in certain roles.'

Mr Quince's written answer is available from parliament.uk