Department for Work and Pensions
The Department for Work and Pensions (DWP) Caxton House Switchboard provides essential services by connecting callers to relevant departments such as Jobcentre Plus, Pension Service, Disability and Carers Service, and Child Maintenance Group. Common reasons for calling include inquiries about welfare policies, pensions, and child maintenance. The switchboard also forwards questions to the ministerial correspondence team for policy-related queries. Typical wait times can be long, especially during peak hours or after major policy announcements. To minimize wait times, calling during off-peak hours is recommended.
Updated 15 Dec 2025
Expected outcomes
- Connect to Jobcentre Plus
- Inquire about welfare policies
- Forward ministerial questions
- Connect to Pension Service
- Inquire about child maintenance
- Connect to Disability Service
- Resolve misrouting issues
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Department name
- Nature of enquiry
- Policy question details
- Personal identification
- Benefit reference number
- Contact information
Known issues
Callers often experience long wait times, particularly during peak hours or following major policy announcements. It is advisable to call during off-peak times or use online contact forms for non-urgent issues. Occasionally, calls may be misrouted to incorrect departments, leading to multiple transfers. Operators are trained to clarify caller needs and confirm the correct department before transferring calls. Being prepared with specific details about your enquiry can help ensure a smoother experience.
