MMUC ESA Support Group: Complex Needs, Risk of Self-Harm - Extension Request

Firstly, thank you for all you do.

I support a friend who has severe mental health issues and agoraphobia. He cannot speak on the phone with strangers. He has no computer.

I've advocated for him for several years: I can speak with his GP, housing provider, etc as he has given authority for me to act. I help him with budgeting, take him in my car to run errands, go to appointments, complete forms with and/or for him, e.g. PIP, for which he received Enhanced DL, 10 points Mobility.

He's received a reminder for MMUC - but the first letter never arrived. The deadline date is 15 July 2025.

Today I asked CAB Help to Claim if they can assist with a request for extension: unfortunately not.

I called the DWP MMUC Helpline on 0800 169 0328 and spoke to two separate agents.

I explained that the original notice was lost in the post, he has severe mental health issues: complex needs plus risk of self-harm, and so he needs additional time for support in assembling all the documents.

I was told 'no extension, he's got a month, it only takes 5 minutes to set up'.
The second agent said it was too early to request an extension, advising 'wait until a week before the deadline, then ask... but there's no guarantee you'll get one'.

What really concerns me is that both said I could not be his representative, in the way I outline above.

How on earth do I get from this appalling situation, to that outlined in the DWP in-house guidance (link in your Guide) where a friend or family member can assist an applicant, and a 'Notice of Complex Needs, risk of self-harm - please speak to third party named ivyfox' is pinned to his file?

I'd be so grateful if you could please advise me.
I'm going to start working through the list of documents and preparing him to do a little each week.

Thank you very much for the link.

I followed it until I found 'How to be a representative' and details of 'explicit consent'.
This is just what I need.

The legal status of deputy or appointee relate to cases where the claimant has, for example, a learning disability, severe mental impairment etc.