Is 0800 169 0310 the Official ESA Contact Number?
The UK welfare system can be difficult to navigate, especially for individuals managing long-term illnesses or disabilities. Employment and Support Allowance (ESA) plays a vital role in supporting people who are unable to work or have limited capability for work.
With various contact numbers circulating online, many claimants find themselves wondering: Is 0800 169 0310 the official ESA contact number?
This article offers clarity. It breaks down when and why this number should be used, who it applies to, and how to reach ESA through alternative channels.
With updated information verified against official resources, it’s designed to help you get the support you need efficiently and confidently.
What is Employment and Support Allowance (ESA) and who can claim it?
Employment and Support Allowance (ESA) is a UK government benefit designed to support individuals who are unable to work or have limited capacity to work due to illness or disability. It offers financial support and personalised assistance to help recipients get back into work, where possible.
Types of ESA
There are different types of ESA, depending on your circumstances:
- New Style ESA: Available if you’ve paid enough National Insurance contributions, typically for those who are ill or disabled and currently working or recently unemployed.
- Income-related ESA (Legacy): Being phased out and replaced by Universal Credit.
- ESA under Universal Credit: Some claimants are migrated to ESA through UC for health-related assessments.
ESA is typically awarded following a Work Capability Assessment (WCA), which determines if the claimant falls into the Work-Related Activity Group (WRAG) or the Support Group.
Why is It Important to Use the Correct Esa Contact Number?
With multiple departments and benefit schemes under the Department for Work and Pensions (DWP), using the correct contact number ensures that:
- You reach the appropriate team handling ESA queries.
- Your information is processed efficiently.
- You avoid miscommunication and the frustration of being transferred between departments.
Incorrect numbers can lead to delays in claim processing, missed deadlines for appeals or reconsiderations, and poor customer support experiences. Verifying contact numbers through official sources like GOV.UK or trusted welfare guidance sites is essential.
Is 0800 169 0310 Officially Listed by the DWP for ESA Enquiries?
Yes, 0800 169 0310 is the official DWP contact number for managing existing ESA claims in England, Scotland, and Wales. This number is explicitly listed on GOV.UK and other reputable welfare support websites as the correct helpline for matters relating to ongoing ESA benefits.
This helpline connects callers directly to the Jobcentre Plus team responsible for ESA services. The line is open Monday to Friday from 8am to 5pm and can assist with a wide range of queries related to claim status, payment details, changes in personal circumstances, and support for appeals and mandatory reconsiderations.
It’s important to note that this number is not used for initiating a new ESA claim. New applications, particularly for New Style ESA, are handled via a separate online process or by calling a different number altogether.
Verified Details of 0800 169 0310
| Contact Line | Purpose | Operating Hours |
| 0800 169 0310 | ESA existing claims | Monday to Friday, 8am–5pm |
| Textphone: 0800 169 0314 | For hearing-impaired callers | Same as above |
| Relay UK: 18001 0800 169 0310 | Speech/hearing difficulties | Same as above |
| Welsh Language: 0800 328 1744 | Welsh-speaking claimants | Same as above |
What Can You Do When Calling 0800 169 0310?
When dialling this number, ESA claimants can access a wide range of services related to ongoing claims. The helpline is staffed by DWP representatives who can offer support and record updates.
Common Use Cases:
- Reporting changes of circumstances: Including changes in address, bank details, health condition, or household composition.
- Asking about payments: Verifying payment dates, missing payments, or changes in benefit amounts.
- Following up on a Work Capability Assessment (WCA): Confirming appointment dates, outcomes, or rescheduling.
- Discussing mandatory reconsiderations or appeals: Essential when challenging ESA decisions.
Example Scenarios
| Scenario | Action via 0800 169 0310 |
| Your health condition worsens | Report the change and request reassessment |
| You’ve started permitted work | Inform DWP and submit a permitted work form |
| You need to correct personal details | Provide updated information to a Jobcentre adviser |
| You’re awaiting a decision on an appeal | Request a status update |
What Are the Alternative Contact Options if You Can’t Use the Phone?
Recognising that not all claimants can make voice calls, the DWP has provided multiple alternative contact channels. Here are the accessibility options:
1. Textphone Services
Claimants with hearing difficulties can use 0800 169 0314 or the Relay UK service by dialling 18001 followed by 0800 169 0310.
2. British Sign Language (BSL) Video Relay
BSL users can contact the ESA helpline through the video relay service available via the GOV.UK website, using a computer, mobile or tablet.
3. Online Forms
For reporting changes or submitting information, certain tasks can be completed online at gov.uk/employment-support-allowance.
These options ensure that claimants with disabilities or communication barriers are not disadvantaged.
Are There Different ESA Contact Numbers for Northern Ireland?
Yes, if you live in Northern Ireland, you should not use the 0800 169 0310 number. ESA claims in Northern Ireland are administered separately through the Department for Communities (DfC), not the DWP.
The dedicated contact number for ESA in Northern Ireland is 0800 587 1377, and the service operates Monday to Friday from 9am to 5pm.
Textphone services are available via 0800 328 3419, and BSL users can access assistance through the region’s video relay service. These regional contact details ensure claimants receive accurate and locally relevant advice, which may differ slightly from the guidance provided in other parts of the UK.
Failing to use the correct regional number could result in confusion or further delays, so it’s essential to double-check whether your location requires a different contact method.
How Do ESA Permitted Work Rules Affect What Number to Call?
‘Permitted work’ allows some ESA claimants to engage in limited employment without affecting their benefit entitlement. However, all such activities must be pre-approved and reported to the DWP.
What Qualifies as Permitted Work?
Permitted work includes:
- Up to 16 hours a week, earning no more than £195.50 weekly
- Supported or supervised work under a rehabilitation scheme
- Voluntary or unpaid roles (excluding work for relatives)
- Specific types of self-employment under guidance
When to Contact ESA About Work?
If you’re starting any form of permitted work, you must call 0800 169 0310 to:
- Inform DWP in advance
- Request and submit a permitted work form
- Avoid overpayment issues or unintentional breaches of conditions
Failing to report could result in the suspension or loss of ESA for that week.
Who Should You Contact for a Work Capability Assessment?
If you’ve been referred for a Work Capability Assessment (WCA), your assessment will typically be handled by one of four private contractors, depending on your region.
WCA Provider Directory
| Region | Provider | Contact Number |
| Northern England & Scotland | Maximus | 0800 072 0120 |
| Midlands, Wales & Northern Ireland | Capita | 0800 072 0222 |
| South West & South Central England | Serco | 0800 072 0257 |
| South East, London & East Anglia | Ingeus | 0800 072 0350 |
You’ll receive a letter or SMS indicating which provider is handling your case. For rescheduling, access needs, or general queries, contact the relevant provider directly—not the DWP.
When Should You Consider Escalating an ESA Issue or Lodging an Appeal?
ESA decisions can be life-altering, especially if they involve the removal or reduction of benefits. If you believe a decision was incorrect, you have options to escalate.
Mandatory Reconsideration
This is the first step to challenge an ESA decision. You must contact ESA via 0800 169 0310 to request a reconsideration within one month of receiving the decision letter.
Appeal Process
If the mandatory reconsideration is unsuccessful, you can:
- Submit an appeal to a First-tier Tribunal
- Continue to receive ESA while the appeal is under review, depending on your circumstances
At any stage, calling the ESA line ensures you’re informed of your rights and obligations.
Conclusion
After reviewing the official guidance and the practical functions of the helpline, it’s clear that 0800 169 0310 is the correct and official contact number for dealing with existing ESA claims in England, Scotland, and Wales.
Whether you need to report a change, request a reconsideration, ask about your payments, or seek clarity around permitted work, this number connects you directly with those best placed to help.
For new ESA claims or region-specific issues such as those in Northern Ireland, alternative contact methods are more appropriate. It’s crucial to use verified information and consult GOV.UK or trusted support organisations to ensure that you’re accessing the correct support.
In a system where clarity can be hard to find, using the right helpline is a small step that can make a significant difference.
Frequently Asked Questions
What are the opening hours for the ESA helpline?
The ESA helpline is available Monday to Friday, from 8am to 5pm.
Can someone else call ESA on your behalf?
Yes, but they must either be your official appointee or have your permission at the time of the call.
Is the 0800 169 0310 number free to call from a mobile?
Yes, 0800 numbers are free to call from both landlines and mobile phones in the UK.
What information do I need before calling ESA?
You’ll need your National Insurance number, claim reference (if available), and any recent correspondence from the DWP.
How do I report a change of circumstances to ESA?
Contact the ESA helpline on 0800 169 0310 and provide details of the change, such as a new address, health update, or changes to your income.
Can I email ESA or contact them online instead of calling?
There is no public email service for ESA. However, some services are available online via GOV.UK, and video relay is offered for BSL users.
What happens if I call the wrong DWP number for ESA?
You may be transferred, but it could delay your enquiry. It’s best to use the correct number from the outset.
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