FOI/202500472376 · FOI · unclear
Social Security Scotland call waiting times: FOI release
Information requested
Request for information 1: The number of calls whereby the claimant had to wait for more than 30 minutes to be connected.
Please provide data from 1 January 2024 to 23 June 2025. Please provide this information in a table with a breakdown by call wait time, the number of calls and percentage of calls.
Request for information 2: The longest claimant call wait time recorded from 1 January 2024 to 23 June 2025.
Response
Request for information 1: To provide the information for the period requested we have separated this into 2 periods: January 2024 to March 2024, and April 2024 to March 2025.
Revised metrics were introduced for reporting on the 2024-2025 year, therefore the basis of the reporting for the latest year differs from management information covering January 2024 to March 2024.
Number of calls where the claimant waited more than 30 minutes to be connected
a) January – March 2024 (based on previous reporting method)
Wait time band Number of calls Percentage of calls Under 30 minutes 181,049 91.9% Over 30 minutes 15,882 8.1% Total 196,932 100%
b) April 2024 – June 2025 (based on revised reporting method)
Wait time band Number of calls Percentage of calls Under 30 minutes 808,577 87.8% Over 30 minutes 112,355 12.2% Total 920,932 100%
You may find it useful to know that Social Security Scotland do publish information relating to telephony performance bi-annually which can be found on our website. At present only information up to March 2025 is available online and this can be found here:
https://www.socialsecurity.gov.scot/reporting/publications/telephony-and-webchat-management-information-to-march-2025
Request for information 2: Our records indicate the longest call wait time recorded in the period 1 Jan 2024 to 23 June 2025 is 1 hour, 59 minutes, 40 seconds (March 2025)
About FOI
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.
Contact Please quote the FOI reference Central Correspondence Unit Email: contactus@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrew's House Regent Road Edinburgh EH1 3DG
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