When you contact us, we aim to provide the best possible customer service. We know that customers who may have vulnerabilities might need more time or support. We also understand that everyone is different and that some customers may need further explanations about when or why we are carrying out our work.
When you call us, visit our website or send us an email, here are just some of the ways we can help.
JAM Card Friendly
We are a JAM Card friendly organisation. Our teams are trained to support customers with learning difficulties, autism or communication barriers, by giving them ‘just a minute’.
Employees who answer your calls, letters or emails, are trained as ‘Dementia Friends’ so they can recognise the support needed and help in small ways.
We use the Relay UK service to help customers with hearing and speech difficulties contact us by telephone.
We have facilities on our website to increase text size, change the colour of the background or read text aloud to help those customers with visual impairment or reading difficulties.
We offer translation services through our website for those customers who do not use English as their first language. Our website can translate information into over 90 different languages.