Information request and response under the Freedom of Information (Scotland) Act 2002
FOI Reference: FOI/202500472376
Date received: 23 June 2025
Date responded: 18 July 2025
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:
|
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% |
|
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:
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
Social Security Scotland is committed to publishing all information released in response to Freedom of Information requests. The Scottish Government also publishes responses to requests. You can view the responses at http://www.gov.scot/foi-responses.