ReplyWe have provided a response from 2017 only as we do not hold the required data for the years prior. The tables in the response show Total Calls Offered (Volume) and Average Speed of Answer (in an hh:mm:ss format) for each month within each business year for the period Apr 17 to Mar 25. The most current table for business year 2024/2025 is to date only, up to and including 02/03/2025. To note, the business year 2017/2018 data for the month of Nov 17 is unavailable.Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2024Winter Fuel Payments4,45900:04:18May-2024Winter Fuel Payments2,42000:02:08Jun-2024Winter Fuel Payments1,70900:01:36Jul-2024Winter Fuel Payments2,05900:00:45Aug-2024Winter Fuel Payments3,41900:00:59Sep-2024Winter Fuel Payments4,87200:01:12Oct-2024Winter Fuel Payments32,69800:04:53Nov-2024Winter Fuel Payments35,75600:01:50Dec-2024Winter Fuel Payments19,89400:03:58Jan-2025Winter Fuel Payments22,64200:07:32Feb-2025Winter Fuel Payments13,19000:02:51Total 143,11800:03:462024/2025 Business Year is to date only, up to and including 02/03/2025Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2023Winter Fuel Payments5,30500:03:30May-2023Winter Fuel Payments4,04300:01:50Jun-2023Winter Fuel Payments2,29300:01:14Jul-2023Winter Fuel Payments1,85400:01:07Aug-2023Winter Fuel Payments2,18500:01:17Sep-2023Winter Fuel Payments4,28400:02:04Oct-2023Winter Fuel Payments68,99900:04:07Nov-2023Winter Fuel Payments101,23100:02:27Dec-2023Winter Fuel Payments50,25100:04:03Jan-2024Winter Fuel Payments44,37300:04:22Feb-2024Winter Fuel Payments18,89100:03:55Mar-2024Winter Fuel Payments8,49200:06:04Total 312,20100:03:30 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2022Winter Fuel Payments4,32300:02:34May-2022Winter Fuel Payments4,24100:02:20Jun-2022Winter Fuel Payments3,88200:02:00Jul-2022Winter Fuel Payments3,39400:01:46Aug-2022Winter Fuel Payments7,50200:07:26Sep-2022Winter Fuel Payments9,97200:06:19Oct-2022Winter Fuel Payments66,05700:00:52Nov-2022Winter Fuel Payments124,82600:02:36Dec-2022Winter Fuel Payments65,84700:08:38Jan-2023Winter Fuel Payments61,96900:04:38Feb-2023Winter Fuel Payments20,09500:01:54Mar-2023Winter Fuel Payments14,47900:03:19Total 386,58700:03:37 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2021Winter Fuel Payments12,05800:18:39May-2021Winter Fuel Payments4,47100:06:12Jun-2021Winter Fuel Payments2,98300:02:57Jul-2021Winter Fuel Payments2,92100:02:39Aug-2021Winter Fuel Payments3,78000:03:46Sep-2021Winter Fuel Payments6,93100:04:11Oct-2021Winter Fuel Payments87,69000:06:24Nov-2021Winter Fuel Payments118,40200:03:10Dec-2021Winter Fuel Payments30,36900:01:10Jan-2022Winter Fuel Payments47,90300:03:32Feb-2022Winter Fuel Payments18,10200:01:38Mar-2022Winter Fuel Payments9,77000:03:06Total 345,38000:04:04 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2020Winter Fuel Payments49000:00:12May-2020Winter Fuel Payments47500:00:14Jun-2020Winter Fuel Payments49400:00:10Jul-2020Winter Fuel Payments51800:00:19Aug-2020Winter Fuel Payments2,41800:00:36Sep-2020Winter Fuel Payments4,85100:00:53Oct-2020Winter Fuel Payments50,46000:08:55Nov-2020Winter Fuel Payments154,83100:19:51Dec-2020Winter Fuel Payments142,77900:13:31Jan-2021Winter Fuel Payments83,95200:15:21Feb-2021Winter Fuel Payments28,37700:03:09Mar-2021Winter Fuel Payments22,05000:09:37Total 491,69500:13:38 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2019Winter Fuel Payments1,70300:00:31May-2019Winter Fuel Payments1,09600:00:18Jun-2019Winter Fuel Payments92400:00:23Jul-2019Winter Fuel Payments96700:00:11Aug-2019Winter Fuel Payments1,02500:00:09Sep-2019Winter Fuel Payments3,20900:01:06Oct-2019Winter Fuel Payments10,93500:01:08Nov-2019Winter Fuel Payments84,69700:03:48Dec-2019Winter Fuel Payments45,55700:01:01Jan-2020Winter Fuel Payments37,42500:03:15Feb-2020Winter Fuel Payments7,49600:00:45Mar-2020Winter Fuel Payments1,32800:00:39Total 196,36200:02:32 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2018Winter Fuel Payments3,19300:00:56May-2018Winter Fuel Payments15,29000:01:12Jun-2018Winter Fuel Payments22,62400:01:59Jul-2018Winter Fuel Payments19,13000:01:27Aug-2018Winter Fuel Payments16,39300:01:39Sep-2018Winter Fuel Payments8,41800:01:07Oct-2018Winter Fuel Payments18,59000:01:05Nov-2018Winter Fuel Payments112,84600:04:53Dec-2018Winter Fuel Payments57,27500:03:08Jan-2019Winter Fuel Payments39,45000:01:36Feb-2019Winter Fuel Payments14,06400:01:04Mar-2019Winter Fuel Payments4,76100:01:29Total 332,03400:02:47 Month YearTelephony Service LineCalls OfferedAverage Speed of Answer (hh:mm:ss)Apr-2017Winter Fuel Payments5,26600:00:34May-2017Winter Fuel Payments3,97800:00:27Jun-2017Winter Fuel Payments5,14700:00:38Jul-2017Winter Fuel Payments33,87300:00:39Aug-2017Winter Fuel Payments38,33400:00:49Sep-2017Winter Fuel Payments23,02800:00:30Oct-2017Winter Fuel Payments21,80400:00:50Nov-2017Winter Fuel Payments*Data Unavailable*Data UnavailableDec-2017Winter Fuel Payments64,38600:01:03Jan-2018Winter Fuel Payments48,79300:01:18Feb-2018Winter Fuel Payments17,91900:01:12Mar-2018Winter Fuel Payments11,20800:02:17Total 273,73600:00:59*No data is available for Nov 17 due to inconsistencies with the HMI Data downloads DISCLAIMERPlease note this information is derived from the Department’s management information, designed solely for the purpose of helping the Department to manage its business. As such, it has not been subjected to the rigorous quality assurance checks applied to our published official statistics. As DWP holds the information internally, we have released it. However, it is possible information held by DWP may change due to operational reasons and we recommend that caution be applied when using it.