Winter Fuel Payment: Telephone Services
The question
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.
Answered by 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 |
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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 |
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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 |
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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 |
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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 |
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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 |
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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.
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