Q. What is your preferred way of getting in touch with DWP and what is important to you when you get in touch with them?
Contacting DWP online would be so much better than phone calls. I’ve been on hold for up to an hour on several occasions, and my partner is autistic and has a stammer. As he has cognitive issues, there are occasions when the telephone presents a barrier to him. Being on hold is frustrating and time consuming. It can be draining, and lacks inclusivity. Online also creates a paper trail and evidence.