Getting throught to HMRC/DWP/PIP etc is just awful

[Mogzillas]

Made a PIP claim for my daughter 4 weeks ago and form hasn't arrived still.

I rang the number and had to listen to 9 options.
Picked new claims as I've not even sent the form off, took 20 mins to get through.
Lady says I need to ring back and click existing claims.

Which I did but they're asking for her bank details and last PIP payment amount to confirm identity (through a robot) which we don't have because she doesn't have an active claim.

After button bashing I'm listening to some tinny music for 15 mins before I just get cut off.

TWICE

Am on my 4th attempt now and been waiting 53 minutes.

My first call was at 9.45am

I'm feeling so frustrated.

Is there any reason you can't just complete the online form?

Because they don't have enough staff to be able to give a proper service and if they try to recruit more staff their recruitment process is slow and abysmal layers and layers of ludicrous online games and puzzles so by the time they have recruited a few more people have resigned

The online form for PIP is only being piloted in some postcode areas, so the OP will have to check if her postcode is on the list.

HMRC has nothing to do with PIP, its the DWP that deal with PIP.

Why are you phoning HMRC ?

You have my sympathy. I moved last year. It took 9 calls just to change my address with ESA. Absolutely ridiculous

(I was on hold for about an hour each time)

I was just lumping them in with the others. Calling any agency like that is always the same sort of experience.

Calling hospital wards is Hell

That wasnt presented as an option?

Also I don't have a scanner or a printer and I'm not good at all with technology at all, uploading things and all that. It's stressful.

I'd rather just send all the info off and write it properly.

HMRC is abysmal at the moment. Worse than ever. Even when you get to talk to someone, they've not got a clue, don't do what they say they will, and you end up having to call back again, and again, and again, to try to get someone who isn't incompetence.

Oh right OK I was confused about the PIP and why you'd phone HMRC .

I agree it's a total pain getting through on the phone,to these places .

Can I add Dr's surgeries mine is part of a wider group and it has 9 options when you phone NINE!

If the online option is available to you, there is no scanning and printing involved. You just complete the whole thing online and press send.

I don’t know why you have to phone them though, why can’t we email if it’s something straightforward like asking to send out another form and someone works through the emails, why does it have to involve hundreds of people waiting on the phone at any one time as phone is the only way of contacting

HMRC are an absolute nightmare to contact. I have financial LPA for a 96yo relative but can't get through on the phone to ANYONE about what address to send the LPA to so I can update her contact details for correspondence to me. I only have 1 hard copy so can't lose it by posting it in black hole of a general HMRC address. She has no passport or drivers licence so I can't create her an account and update online.

Bloody useless, although I bet they'll be quick enough to get in touch asking for back payment when she finally dies!

Totally agree, I work in tax so have a clue about what I am asking them to do so know when they are talking complete rubbish but your average person just phoning up would take what they were told by hmrc as gospel

I feel your pain

I did a PIP form a while back for my DS.

We were told on the phone the form would be with us within 2 weeks.

I called after 3 weeks of nothing (choosing options, waiting for 40 minutes) to finally be told it can take up to 6 weeks (why? They are just sending a bloody form!)

Finally got the form, completed it, sent it back within a couple of days.

They sent a letter to say we hadn't returned it (we had), I called again. Same rigmarole getting through. They passed us around before saying that, actually, they had it back, but hadn't processed it and we would hear about an appointment in the next day or two.

Nothing.

Called again.

Oh. We still haven't processed this form because we have 2 phone numbers for you.

Yep. Mine and DS's. You can use either. Process the bloody form!

Nothing.

Called again. Same shenanigans.

Yes. We've processed it. Don't know why you haven't had a text. You need an assessment, you will be sent an appointment

Nothing.

Called again.

No assessment required. You'll hear soon.

Nothing.

I sort of gave up at this point.

About a month later, money appeared in DS's account. No letter sent. No information. Just money.

Absolute bloody shambles. It's as if it's deliberate.

I WISH they would move it all online so people can log on and check the status of the application straight away. It surely can't be so difficult in 2025, for heaven's sake.

yes I agree the DWP are way behind in putting their processes online. I'm already in the system. I want to see if I can be updated to enhanced mobility due to my existing condition getting worse. I ended up sending in a letter with a changed answer to an existing question they already have on their form. Credit where credit is due, I got a text within two weeks saying a form will be sent out. They will be getting the exact same answer back though for their mobility question lol! I just wish they had an email service for existing claimaints at least where they can update their case.

@Belaymehearties You can get further copies of the LPA from a solicitor. They can do certified, signed (on every page) copies of these which are as accepted as the original.

Calling HMRC - pick a time you have at least 2 hours free. Settle down in a comfy chair with a drink, a snack, a fully charged phone and Mumsnet.

Relax with phone on speaker and wait.

My son lives in a residential placement so the daily living component of his pip isn’t paid but and when he comes home for a visit I can claim it for him. I usually wait until he’s been home 3 or 4 times because it takes a good hour to get through, someone takes the dates and promises payment will be made. It’s rarely paid and then I spend at least 6 months chasing up lost payments. I wonder why I bother sometimes but as about 80% of his benefits is taken to go towards his care he really needs the money to be able to pay for his activities .

I am in the process of organising this as I think it'll go into a black hole if I post it and I'll need copies for other tasks. But still have no idea of the address to send it to and without an account for her I can't load it up online. They're as secretive as MI5!

How do upload all the masses of letters and evidence then?

I agree, dealing with hospitals, HMRC, pension, nest, pip, sage. Get people telling me things I know are incorrect, I challenge them politely, they don't have the grace to back down.

@Mogzillas I took photos of clinic letters etc and uploaded these as evidence (I don't have a scanner). Each piece of evidence needs to be labelled with the relevant NI number and labelled e.g. "GP letter".

You can send it in separately using your case number. You can upload it as well but it's not a requirement. I frequently send separate documents to DWP (I am a clinician and provide support letters, often, after the patient has already filled in the form)

If OP is her childs appointee or has asked to be her appointee then the online form is not available.