Mixed age couples - PC gatekeeping

Hello,

Has anyone else experienced/heard of PC gatekeeping around mixed age couples? Got a mixed age couple who are in receipt of HB and PC is refusing to take the claim, never mind making a formal refusal decision. We suspect it’s a ‘computer says no’ moment, but any tips would be welcomed to get PC to take the claim (aside from formal complaint processes).

Thanks

Assuming the gatekeeping is taking place over the phone, perhaps a written application with cover letter may do the trick?