Help and support

Our free support services

We have a range of free services available that may assist you.

Alternative format bills

If you find it difficult to read your bills and statements, we can arrange to provide them in Braille, large print or by audio format. We can also provide other documents in special formats, if required.

Password identification scheme 

You can choose a password which is used by any of our staff or representatives who visit your property, so you can check it is definitely us at the door. We will arrange for the necessary people to know the new password in complete confidence. If you want to change your password at any time, just let us know.

Bill management

We can arrange for your bills to be sent to someone you choose to nominate if they agree to receive them on your behalf. They will also be able to help you manage the account

Priority fault repair

The Priority Fault Repair Scheme is for vulnerable customers in specific circumstances who rely on their UW landline and /or fixed broadband connection. It gives eligible customers priority over customers with standard faults to get their issue resolved. Customers may be eligible for Priority Fault Repair if their circumstances demonstrate that their service is critical, in line with the guidance set out by Openreach. This guidance sets out that eligibility depends on a customer’s life being in peril if they are without their service and include the following criteria: 

• Uses wheelchair, has severe mobility or disability.

• Has a severe medical condition which is life threatening and relies on a working phone or broadband service.

• Has a severe mental health problem or cognitive disability.

• Has a Careline, Lifeline or Pendant

• Has no access to a mobile phone. 

• Has a severely sick child.

• Is registered under the Chronically Sick and Disabled Persons Act 1970. 

Contact us

Relay services

If you have difficulty with your hearing or speech you can use Relay services (Text Relay and Next Generation Text Relay). When you are on a call, if you have difficulty hearing, the Relay Assistant types what the other person is saying and if you have difficulty speaking, the Relay Assistant will speak the words you type. You can use this service either through your textphone (Minicom / Uniphone) or by downloading the app for your smartphone, tablet or computer. For more information click

here

SignVideo service

Another option if you are deaf and have difficulty with your hearing or speech and instead wish to use Sign Language to contact us via an interpreter, is our SignVideo option. To use this service you will need to be on a PC, Mac, Laptop, Smartphone or Tablet and when you are ready you can then click the SignVideo Link button on our ‘contact us’ page or click

here

SignVideo will in turn call UW so they can interpret the information via sign language from, and then back to you by speaking to a member of the UW customer service team. For more information click

here

Free 195 directory enquiries

If you are unable to hold or read a printed directory because of sight loss or other disability, you can access free directory enquiries by dialling 195. The Operator can also connect you and you’ll be charged as if you’d dialled the number yourself. Before you can use this service, you need to fill in an application form and have it countersigned by a doctor, nurse or other medical practitioner who knows you.  Call free on 0800 587 0195 to get an application form. 

Emergency SMS

Hearing and speech impaired customers can contact the emergency services by sending a text message (SMS) to 999 or 112. The message will be passed to the police, ambulance service, fire rescue, or coast guard who will be able to reply. You must register your phone before you can use this service. To register text ‘register’ to 999 and follow the instructions you are sent.

Energy efficiency advice 

Making your home more energy efficient will help save money on your energy bills. Visit our

Energy Efficiency advice page