Vulnerable customers

We do everything we can to help our disabled and vulnerable customers, to ensure we’re giving you the best possible service, whatever your circumstances.

Everyone deserves a great service

We have a number of measures in place to meet the current regulations (Telecommunications Services for Disabled Persons Regulations and the Disability Discrimination Act 1995) and these are outlined below.

Need an urgent repair?


If you’re disabled, we’ll put your needs first, with our priority fault repair service. If you’d like this service, please let us know the specific nature of your needs. 

We use an individual welfare case resolution process. Typically, the following people will be given a priority service:

  • Wheelchair users or anyone with serious mobility problems
  • Customers with a serious progressive disability or medical condition
  • Customers with a severe mental health problem
  • Customers with a severely sick child
  • Customers who are carers for any of the above

If you fall into any of these categories, we strongly recommend you have a delegated authority registered on your account to make sure everything moves quickly.

Want a text relay service?

We provide an approved text relay service via BT 18001 and 18002. If you need this service, you will need a specialised text relay phone.

Free directory enquiries 

If you have a disability that means you can’t use a printed directory, you can call directory enquiries for free.

This service is provided via BT 195 and 198. You will need to register with BT for access.

Third party bill management

We will help a nominated friend or relative to act on a customer’s behalf if they need help in managing their affairs. The Post Office provides a full delegated authority scheme.

To find out more about these services please call 0345 600 3210.

Call Charges

0345: Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles are included in free call packages.

*Calls to our Broadband and Phone Customer Care Line 0345 600 3210 are free when made from an active Post Office phone line.

Contact us

Existing customers call for free* on:

0345 600 3210 8am-8pm, Mon-Sat
9am-6pm, Sun