Lost in Communication

I am working with an illiterate claimant who relies on support from her family to read letters.

She failed to attend her first job centre appointment because the DWP notified her by text (SMS) only. She didn’t show anyone this message hence she didn’t attend the appointment.

Claim is now up and running but wont be backdated. There is a gap in her entitlement because of this missed appointment. They say there was a delay in her claiming.

Already challenged closure of the claim. Now looking to appeal further to get back date. She has good reason for failing to attend the appointment but also want to see DWP guidance on dealing with illiterate claimants - does anyone know where I should look?

Start with this, in which they recognise literacy may be an EA 10 issue!

https://www.whatdotheyknow.com/request/259586/response/635763/attach/html/4/Vulnerability guidance.pdf.html