migration to UC - ID interview - no response to Appointment request

Hello, I've been helping my friend with migration to UC from ESA. We straight after submitting the claim added a journal entry with more information about their health and how it affected them, and they are already in the ESA Support group. Despite the online ID check apparently being successful, the next screen said they need to be checked another way.

At first someone from the service centre added a message that they'd organise a home visit for ID check, but a couple of hours later an agent added a message for an afternoon appointment at the local Jobcentre. This was within a few minutes changed to a morning appointment that they cannot attend, not least as they need company to leave the house.

We replied back with requesting reasonable accommodation in the form of: an afternoon appointment at quiet time with a couple of days notice so that necessary carer could attend too. This seemed like a good compromise since apparently ID checks are only a few minutes and then they don't have to worry about someone entering their private space at home.

We used "Appointments" category to make the change request, but nobody responded, so we re-sent via the "Work coach" category. This was replied to fairly quickly from the service centre (I think people with LCWRA don't get an individual coach) with a note that they'd contact the Jobcentre to get back to them. It's now the working day before the supposed appointment and nobody has got back.

All other items on the To-do list have been completed. If nobody answers in the next few hours, what should we do please? All the other Journal categories seem irrelevant. I could this afternoon try calling the UC helpline or migration number on their behalf. The journal seems such a good idea vs old system of needing calls or letters, but only if people respond...! Obviously it could be as simple as Appointment messages go to the Jobcentre person who made the appointment and they're off sick, but we don't want the claim hurt by this. Regardless, I'll also let other readers know our progress in case similar happens to them...

Just wanted to say thank you for the informative and quick response. Most of the information below is for anyone else in similar situation, to let people know how things went:

I ended up calling the helpline, who forwarded a request to the Jobcentre to see if they could arrange a quiet room in the office, since my friend had decided that it would be very stressful to have a stranger come into their private space. Although the assistant could speak to me for the majority of the call, they wanted my friend to answer the couple of security questions set up when making the Universal Credit account, which being unexpected caused a bit of a panic, but we sorted things out in the end . While the appointment was not re-set until about half an hour before it was due, they were accommodating, and we've just seen someone today in a quiet area in the building they seem to have away from the main office.

This person was very decent and patient with answering questions, and didn't mind me doing the talking to the extent my friend wanted. He checked ID and said in fact we needed less than the massive generic list provided in the journal, which included various categories like "proof of your National Insurance number", for which we had latest P60U and the NI number form letter that you can download from HMRC. The documents he actually inspected and took notes from were passport, bank card (which helpfully has sort code and account number printed on it), and council tax bill, and he looked through the already uploaded tenancy agreement.

He confirmed that there were no job search requirements - this makes sense as an ESA Support Group migration - but warned that if bank statements need to be seen for capital over £6000 (but well below £16,000), that this has to be done in person. But he also said that for a migration, transitional rules can mean they won't worry about bank statements for 12 months. I thought this was only the case for Tax Credits, but maybe he means that in practice the DWP might only start asking for bank statements for the UC claim after 12 months, and before then you can self-declare? Perhaps when setting up the claim they cross-check your opening capital declaration with your ESA records or something.

If statements are needed, I understand that sometimes bank statements can be uploaded now if the claimant holds ID with them, is that right? Or can they be posted like we used to regularly do when giving capital updates for ESA, or perhaps simply brought by me to the office with a permission granted in advance in the journal? This is my planning ahead to minimise the need for more visits...!