My 2 cents
Don't believe what the Tier 2 (Immigration Offier) at the NCSC, says. They are no different from Tier 1 reps, and work at the same NCSC location.
They have no additional access to any pending case.
In my personal experience, I spoke to two different Tier 2 reps a month apart, and both of them essentially repeated what we can see in the website. They just there to provide some emotional support, for people who are not satisfied talking to Tier 1 reps.. thats all.
It was funny that.. the first time I spoke to a Tier 2 rep, he said he couldn't even check if my AR-11 got updated in the database. I had to call again and get it done with a Tier 1 rep. That said it all, about the functioning of Tier 1, 2 @ NCSC.