UC Migration. local Job Centre repeatedly ignoring complex needs requests!

Hi everyone, I’m new here – apologies if this isn’t the right place to post.

I’m a carer for someone who recently migrated to Universal Credit from PIP and ESA (he is in the ESA support group). We completed the process last Monday over the phone with support from Citizens Advice.

Since then, the local Jobcentre (Matlock) has insisted on a face-to-face ID check, despite the fact that his GP has marked him as housebound. We've requested a biographical interview over the phone, and with Citizens Advice, we've asked three times for a Complex Needs Alert to be added. He has multiple health conditions including severe sleep apnea, Autism, ADHD, is in a wheelchair, and has a compromised immune system.

Despite all this being noted in his file, the Jobcentre keeps reverting the appointment to an in-person one. They've also repeatedly called us, pressuring us to agree to a home visit, saying they don’t work for DWP and implying that non-compliance could delay the claim.

Citizens Advice advised me to wait for a caseworker to call (expected today), and also to submit a formal complaint. The appointment has now been cancelled (I have this in writing) pending that caseworker contact. My concern is whether he might be sanctioned due to the cancellation, as the local Job Centre has not sent any acknowledgement of the cancelled appoitment. The DWP helpline handler suggested to cancel the appoitment as I'm going to speak to a DWP case worker today. The appoitment was at 10:30 this morning. I’ve confirmed the cancellation was logged with a reason in his UC journal. I haven’t had any follow-up from the Jobcentre until today at 11:50 saying that I need to contact UC or there could be problems with the claim.

Citizens advise also suggested to put in an offical complaint, but I don't know the name of the area manager.

Any help on how to deal with this is greatly appreciated. The person I'm caring for has been claiming benefits for 13 years now. Surely his ID check can be done over the phone. All this stress is making him very Ill and agitated.

Many thanks!

Metin