§ Maria Eagle
The Benefit Enquiry Line is a confidential telephone advice and information service for people with disabilities, their carers and representatives. It offers general advice and information about all social security benefits and how to claim them. It can offer advice and assistance with completing many disability-related claim forms and provides a leaflet and claim form distribution service. It will also sign-post people to other services where appropriate. The Benefit Enquiry Line answers approximately 23,000 calls per week.
The Benefit Enquiry Line aims to meet the National DWP Call Centre Target of answering 90 per cent. of calls within 30 seconds. Currently the Enquiry Line answers approximately 55 per cent. of calls within this target.
The Disability and Carers Service is reviewing the role of the Benefit Enquiry Line in the context of the changes being made by Jobcentre Plus and The Pension Service to provide a more complete service to their customers. The review is on-going and no decision has been taken by Ministers on any outcome.