Government system of social security not working

Today I went to my new job centre plus to sign on. I did what I had to but my payment had not been sorted so I tried to make a application for a crisis loan and what do you know I had to make the phone call to make the appointment from the office phones that are there to make phone inquires. After an hour I still couldn't get through to make the appointment and I still haven't been able to make an appointment to make the claim but I wasn't the only one, nine more people tried in the time I was there. They all needed to make claims for crisis loans three of those people had children. I went to another office to see how many people where trying to make claims for crisis loans and guess what the same thing was happening there. This time there where thirty people in the waiting room but you only got seen if you where there by 11 am and it was only the first twenty five people. Tomorrow I am going to another office but from what I gather so far is that we have an emergency system that's definitely not working and I want to find out if this is happening up and down the country. I am one of the lucky ones I have enough gas and electric to keep me for at least another week.
I always thought the idea of crisis loans were for people in urgent need today not tomorrow. so some people are probably without gas and electric and food tonight because the were in urgent need but due to the way different job centres work people are suffering and I am pretty certain that it's not government policy. Obviously as the benefit system creaks and the lack of staffing shortages takes it's toll. The benefits system is fast becoming unmanageable and to top my not being able to get an appointment to get my crisis loan. I was also told by the benefits office that there is a back log of claims and it could be three or four week before I get any money and if you add on the four or five days it takes for them to put it into my account that would be five Weeks. So what can be done and is it illegal to deny someone the right to make a claim for a crisis loan? Because that is what some job centre pluses are doing.