ESA contact number – 0870 218 0702

For those claiming Employment and Support Allowance much of the contact had with the DWP will be in the form of a call to the ESA helpline. All stages of claiming Employment and Support Allowance can be dealt with by using the telephone or textphone to contact ESA and there are several ESA contact phone numbers that are available. This article will cover the many ways to access ESA support and which ESA number to use in which situation.


Calls cost £0.07 per minute, plus your phone company’s access charge. Check with your provider because access charges vary from company to company, and calls from mobiles may cost considerably more. We provide a call connection service, more details available on Ofcom's website.

If you would prefer to call DWP about ESA directly, here are some of the departments you may wish to contact.

DWP DEPARTMENTPHONE NUMBER
Employment and Support Allowance0345 608 8545

To make your call quicker and more successful, you should have the following information prepared before you call the ESA contact number:

If you have never claimed Universal Credit before then you can do so by calling the ESA phone number. Which number you use to call ESA will depend on whether or not you are eligible for Universal Credit, the DWP ESA successor. To find our whether you are eligible for Universal Credit, you can go to the DWP ESA website here: https://www.gov.uk/universal-credit/eligibility

If you are eligible, then to make a claim for Universal Credit the telephone and textphone numbers are:

Eligible for Universal Credit

Telephone: 0345 600 0723

Textphone: 0345 600 0743

Welsh language: 0345 600 3018

If you are not eligible for Universal Credit or are uncertain you can call the following ESA support lines for help and advice:

Ineligible for Universal Credit

Telephone: 0800 055 6688

Textphone: 0800 023 4888

Welsh language telephone: 0800 012 1888

All of these helplines are open Monday-Friday between 8am and 6pm.

  • Your National Insurance number.
  • Any medical certificates.
  • Your GP’s address and phone number.
  • Your home and mobile telephone numbers.
  • Your mortgage or landlord details.
  • A copy of your Council Tax bill.
  • Your employer’s address and telephone number and dates of employment or last day worked.
  • Your bank account details.
  • The details of any other money you are getting, such as benefits or sick pay.

These are all things that you are likely to be asked for as part of making your claim via the ESA telephone number.

You may also need to contact the ESA if you have made a claim and want to know how it is progressing, or if you have a question about your benefit or making a claim. Alternatively, you may be receiving DWP ESA and need to call ESA to update them regarding a change of address, change in your health, or the death of someone who is claiming benefits. In all of these instances you should call the general ESA helpline, who will be able to assist you with your query. To do so you should use the following ESA contact phone number.

Queries and Information Updates

Telephone: 0800 055 6688

Textphone: 0800 023 4888

Welsh language telephone: 0800 012 1888

If you need to make a complaint regarding your experience claiming benefits, full details of the DWP's complaints procedure can be found here at their website: https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

Complaints

The ESA contact number for complaints is:

Telephone: 0345 608 8545

Textphone: 0345 608 8551

Welsh language telephone: 0345 600 3018

In addition to making a complaint via the ESA telephone number you can also use the following online form: https://jsacomplaints.itsshared.net/start

Please note that you may not appeal a decision using this ESA number. It should be used for complaints about the quality of the DWP's service or your difficulties in claiming or managing your benefits. If you wish to appeal a decision, e.g. following a rejected claim, you will need to take a different approach to contact ESA.

Appealing a Decision

If you wish to appeal a decision made regarding your benefits then you will need to appeal to the Social Security and Child Support Tribunal. Full details of their appeal procedure can be found on the DWP website: https://www.gov.uk/social-security-child-support-tribunal

Note that before you appeal a decision you must ask for what is called 'mandatory reconsideration', which must be done within a month of the date of the decision. Full details about mandatory reconsideration can be found here: https://www.gov.uk/social-security-child-support-tribunal/before-you-appeal

Such appeals must be made in writing to the department shown on correspondence related to your benefits claim.

Anyone who has made a claim for Employment and Support Allowance will be well aware that all of the ESA contact numbers can become very busy. The DWP advise that if possible, you call ESA outside of the busiest hours. Calling first thing in the morning when the lines open (at 8am) or in the mid to late afternoon (from 3pm onwards) will often mean shorter hold times and much less stress when calling the ESA phone number.

Calls to the ESA phone number can often be very long and involve spending significant amounts of time on hold. As such it is important to ensure that you are not liable to suffer excessive telephone charges. Please ensure that you have called the numbers that are freephone: numbers beginning 08 for landlines, and numbers beginning 03 for mobile telephones. If you are able to, placing your phone on speakerphone whilst on hold can relieve some of the stress of waiting.

You can speed up the process once you have gotten through to a DWP representative by having ready any information that you will need when calling the ESA contact phone number. Keeping nearby any copies of letters sent to you by the DWP is advisable, as well as having your National Insurance number to hand. If you have several items to contact the DWP about then it can be helpful to make a list.

More information about the DWP can be found on their Twitter page (http://www.twitter.com/DWP) or their Facebook page (https://www.facebook.com/DWP/).

ESA Opening Hours

DayOpening Hours
Monday
8am - 8pm
Tuesday
8am - 8pm
Wednesday
8am - 8pm
Thursday
8am - 8pm
Friday
8am - 8pm
Saturday
8am - 8pm
Sunday
9am - 6pm

Department for Work and Pensions head office contact address

Department for Work and Pensions
Caxton House,
Tothill Street,
London,
SW1H 9NA,
United Kingdom.

SSE contact number – 0870 218 0694

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