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The lock is in the closed position obviously. First you need to check the voltages at the transformer. If it's all good then remove the latch and check you're getting the correct voltage there. If that's correct, the latch has seized shut. You can get these cheap. Any locksmith shop sells...

Brilliant 😀

Yes mate And there's your transformer. Have you got a multimeter ?

There should be two wires to the lock. One is the 24v and the other is the 0v.

Inside the latch will be a coil and an electromagnet so when the 24v is sent to the coil it pulls in the electromagnet and thus pulls the latch in thus allowing the door to open. The battery is just a backup incase of power loss. Otherwise you wouldn't be able to get in or out in a power cut...

Probably making things worse ripping out wires and reconnecting. Hope he made a note of everything or has a schematic drawing he's working to

Yes there is, there will be a 24v supply so where do you get that from without a power supply or transformer

The latch is electronic and runs from the 24v supply. I've already told you this. There's either a fault there or the 0v has gone to ground.

I used to fit stuff like this a few years ago. The latch sounds like it's either seized or lost the 24v There should be a little power supply for the setup or a small transformer. That's your first point of call