You cannot force someone to have HB if they do not want it.
I would call them and explain that you could consider making an award in line with when they became a pensioner. If you can’t get hold of them via phone but have all the info to pay the claim from 10/07/2023 then I would pay in line with this.
You could then advise the customer that you can consider an award for the earlier period if they provide details and evidence of their circumstances.
