Disability Living Allowance and Attendance Allowance Helpline

Ongoing improvements at the Disability Living Allowance and Attendance Allowance Helpline mean customers are receiving a better, faster and more responsive service.

Increased numbers of trained staff have improved our flexibility to deal with high numbers of calls at peak times and to maintain high standards of service efficiently.

The turnaround in Helpline performance since 2004 has been massive. Now 95 per cent of customers rate the service as excellent or very good.

This improvement was recognised across government when the DCS Helpline won the prestigious Civil Service ‘Cabinet Secretary Award for Outstanding Performance’ 2006.

The Helpline has been re-accredited by the Contact Centre Association for the second year running. Our Benefit Enquiry Line also achieved this accreditation.

The accreditation shows our call centres compare with the best across both public and private sectors in terms of quality of service.