Hi Akire24
Welcome to the forum.
You might want to have a look at the following FAQ which explains where everything is;
www.benefitsandwork.co.uk/guides-for-claimants/faq/forum I would advise your friend to contact their local Welfare Rights Organisation (WRO); you can find their local Welfare Rights Organisation to help them with advice by clicking on the link below and putting in their post code, it will then come up with a MAP with a list of agencies.
advicelocal.uk The WRO will take all their circumstances into account and help resolve their situation to a satisfactory conclusion.
Gary