It's a form letter, which was sent after an emailed apology. A face saving exercise. The DWP don't apologise if they're legally in the right. They failed to make reasonable adjustments despite repeated recorded requests. All this aggro is because of an email they should have sent and did not.
The only thing I can do in a face to face is to take headphones and music or risk contact with security guards. A late appeal may be on the cards to avoid police involvement, perhaps?
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