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Accessibility

It's important to us that everyone gets the best possible customer service and can enjoy our products irrespective of ability, disability or impairment. Here’s what we can offer to make sure everyone gets a chance to enjoy the best of Sky Communications.

As explained by Ofcom General Condition C5 (PDF 108KB), we provide specific services to our customers with accessibility needs, such as:

  • Electronic, large print or braille bills for our visually impaired customers.
  • Free directory information and directory enquiry facilities.
  • Access to a relay service if you need to make or take calls in text format.
  • Access to emergency services, operator assistance and a directory enquiries service using short code numbers.
  • A priority fault repair service for registered accessibility customers, who have a genuine need for an urgent repair.
  • The ability to work with an authorised, registered nominee or power of attorney, who can manage the customer’s account on their behalf.

Correspondence and bills

From time to time, we’ll write to you about your products, services or account. If you have a disability or medical condition which makes it difficult for you to read our letters, we can provide this information in these alternative formats:

  • Audio CD.
  • Audio tape.
  • Braille.
  • Large print.
  • On coloured paper – red, yellow, light green, pale blue or peach

To get your correspondence in an alternative format, get in touch.

UK Relay

Having a sensory or physical disability, or a medical condition, can make it difficult or even impossible to use a phone directory. If that's the case, you can register for UK Relay (formerly the Next Generation Text Service – NGTS) which uses a relay service so you can connect to lots of destinations with the help of an operator, free of charge. For more info, read our UK Relay guide.

Emergency Video Relay

999 BSL is a completely free of charge service which allows you to contact the Police, Ambulance, Fire Brigade and Coastguard emergency services using BSL, 24 hours a day, 7 days a week. This service has been set up so that no deaf person will be excluded when they need to make an emergency call, therefore saving lives. Please follow the link for more details

Free directory enquiries – 195 service

Having a sensory or physical disability, or a medical condition, can make it difficult or even impossible to use a phone directory. If that's the case, you can register for the 195 service so you can connect to lots of destinations with the help of an operator, free of charge. To register, you'll need to fill out an application form and have a medical professional countersign it. To get your application form, call 0800 587 0195 (available Monday to Friday between 9am and 4:30pm).

Mobile accessibility

There are lots of mobiles and tablets which include features designed to help make them accessible to everybody. Find Accessible Devices and Apps: Phones & Tablets (gari.info).

Uninterrupted access to emergency services

If you're already one of our customers, and your circumstances have changed and you now rely on a landline to contact the emergency services, please call our friendly team to discuss how we can support you.

Third party assistance

You can nominate a third-party to help sort out things like your bills if you have accessibility needs or need to stay in hospital long-term. For more information please contact us.

Customer service

Our dedicated accessibility team is fully trained to help you with all our products and services. We can tailor our support to help you get the most from our products and services. So whether you want to call or email, it's easy to get in touch.

Complaints

To raise any issues or to share your thoughts, see our guide to how to make a complaint.

Last updated: 09 June 2022