Ok geoff this happened to me back in feb , I misplaced my licence when I moved house and I need to do a change of address

you are correct thenew system is broke , the DVLA blame the goverment , the goverment blamer the dvla

after speaking to dvla , I got a form from the PO , its a multi form to do lots of licence jobs with deifferent return addresses
I had a photo of my old (currant) lost licence (I needed it as ID when I applied for this bungalow

basicly they need proof you exist , where you live etc , I was tod a bank statement showing my name and address WITH a payment made to it by a gov body (your state pension has your NI number)

sent a lot of other stuff , just hoping a human picked it up , about 3 weeks later new licence appeared

I was warned to use the latest form , get that from sa DVLA post office , other places will have old forms
read it carefully and address an/the envelope to the correct address

OR just reply to the form they sent you in the post