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Odd, that really shouldn't happen. sadly a lot of Citizens Advice places have been closed as central government finds it's savings by putting the squeeze on local government that funded these things.
If you've got things right, she's likely to be eligible for something at least - http://www.moneysavingexpert.com/family/benefits-check should help check that she's getting what she's entitled to.
Remember, an awful lot of benefits people are entitled to go unclaimed.