I don't have any references, but as far as I know there is no statutory duty for the DWP to publicise anything. As far as appeals for backdating go, tribunals are limited to the statutory provisions which, for IS and IB, are three months, and it is settled that ignorance of one's rights is not good cause anyway (which is not required for IB/ESA).
It think that in order for your client to get anywhere, he would have to show some positive misadvice or misinformation by the department, which might rise to extra-statutory payments.
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