Migration ESA to UC incorrect deductions/being awkward re request fortnightly

Hi previous advice from David has proven very helpful so far, making a complaint to Amy Pond has resulted in some improvement in the payment ( TP had been delayed before), but they are still less than previously, and showing on the statement that the applicant is having deductions which do not make any sense. They uploaded a letter apparently explaining this over a month ago, but it cannot be opened even by the Work coach and we’re still waiting for them to upload a copy that can be opened! I therefore arranged for another complaint to go to Amy Pond ( Greater Manchester) about this today. Also, another vulnerable member of our charity is having similar problems after their compulsory migration to UC from contribution based ESA, again having large deductions made as UC say that they are still in receipt of housing benefit (they are not) and they are also incorrectly were deducting the full amount of ESA rather than just the contribution based amount. The latter seems to have been corrected now, but the housing benefit deduction has still not been corrected. Is there a different person to complain to in relation to this applicant’s situation as they live in East Cheshire, not Greater Manchester please? Also despite having completed the section on Health needs providing full details of the severe lifelong difficulties from a long-term neurological and MH condition and explaining why fortnightly payments were required rather than monthly, they are requesting that further justification for this is provided, which I think is unacceptable and potentially discriminatory. Are there any guidelines I can quote in relation to this aspect as in all of the cases where I’ve supported people with this request before it has simply been accepted straight away without any queries. By the way, the applicant also has LCWCA which they will be aware of from their contact with ESA office, so it seems ridiculous that they are asking for further justification. Any guidance would be much appreciated. Thank you.

Sorry David I couldn’t see any reply, I’ll re-check now, apologies.