In postcodes CH41, CH42, CH43, CH47, CH48, CH49, CH60, CH61, CH62, CH63, L62, L63, L65 benefits and social fund enquiries are dealt with by the
Department for Work & Pensions
Hordan House, 35 Price Street, Birkenhead, Merseyside, CH41 6NU
Telephone: 0151-649-1000
This telephone number is in Hordan House but they refuse to transfer to the benefits section and quote the 0845 number you have given. May be the address is some help if you can visit the office.
If you are not in one of the postcodes listed above there are other geographic numbers to try for DWP office in the Merseyside area. They are listed on:
http://www.dwp.gov.uk/housingbenefit/manuals/guidance-manuals/2003/debt-manageme...