The local CAB will have a direct telephone number that goes around the switchboard, they always do. Consider going to them, they'll push your case for you, however I do know that across Liverpool many CABs and welfare advice centres have months of backlogs of applicants waiting for help with benefit forms (disability benefits in particular) and claims.

The lack of telephone lines is part of the wider process of closures of the Social Security (DWP) offices and welfare system privatisation. Effectively large sections of the welfare benefits system are going to be handed over to the private sector, even charities (including to housing associations/companies/trusts etc possibly?) to administer at arms length from government with zero accountability to 'us' the public. The fact is that you often have to apply for benefits over the phone, even Job Seekers Allowance claimants go to the Job Centre Plus (plus grief and harassment) offices and then phone from there to sign on fortnightly. This is part of a 'call centre' strategy methodology, possibly outsourced to India later on, to move public services administration away from the public.

The PCS union leadership like with the CWU leadership are a sell out to the Labour party/government, meaning they've tolerated job losses, centre and office closures without a murmur, while still paying millions to the party and government who's privatising their jobs and our services.