declaring Carers allowance as income, almost impossible?

My wife has been claiming carers allowance for 11 months now. Its never appeared on her PAYE as an income. She called HMRC who said it has to be declared by the carers allowance unit she could not do this herself nor could they. She has called the carers allowance unti 3 times over the year and each time been told her request would be forarded to the "back office team to updat HMRC", If she cant add it herself and HMRC tell her the CA unit have not applied thier prcoess correctly and to request via them, but repeatd requests to that team have not seen it added, over a year what should she do next? A year later its still not being included in her tax calculation and she doesnt want to get hit for a back dated tax bill in the future. Any advice please?

Hi,
She can report the income via her personal tax account for it to be added -
Personal tax account: sign in or set up
Thank you.