Universal credit

Rent Arrears

I had a tenant who claimed UC last year in October when she had difficulties.She sent me copies of letters that she had been granted UC in January as the arrears mounted to three months .It says in one letter that the landlord should go into landlords portal to claim his renr arrears .i went into the portal filled in the form and submitted ..
That was the end of January and now its April and still getting pushed around..i have a case manager and they have phoned me twice ...missed call.. but you cannot speak to them directly only a message to say they will try again ...Are other members having this trouble and do you have any suggestions to end this ???