We want to make sure our products, services and communications are for everyone. If you need additional support because you’re in a vulnerable situation, or have accessibility needs, we can help.
Specialised bills
Ask to receive our bills and letters in Braille, audio CD, large font or Dyslexia-friendly paper colour and fonts.
Power of Attorney & adding someone to your account
If you have Power of Attorney, it's easy to get registered - speak with our friendly team for help. We can also add a trusted friend to your account to help you with bill management. The third party is not liable for the bills.
Accessibility services
We offer:
Text relay for customers with speech or hearing impairments
Emergency SMS to 999 and 112
195 Directory Enquiries for customers with visual impairments or who may struggle to hold a directory
999 BSL Emergency Video Relay Service for users of British Sign Language to contact the emergency services through an online interpreter
Screen reader-compatible emails
We describe a vulnerable person as someone who may have one of the following characteristics:
Physical or learning disability
Blind or has restricted vision
Deaf or has restricted hearing
Physical or mental illness
Unable to take care of themselves
Low literacy
Communication difficulties
Financial difficulties
Digital exclusion
Age
We also recognise that people may face other vulnerabilities, such as those arising from changes in circumstances, bereavement, loss of income, critical illness, addiction, domestic abuse, accident, or injury.
At Talkmobile we are here to put you first. We want to ensure that our communications and services are accessible to everyone. You will now find that all our emails we send to you are screen reader compatible. This means that if you require, you can use your screen reader to read our emails, so you are fully informed and kept up to date.
Text Relay
Text Relay is a service that helps people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service. This means you can type what you are wanting to say, a relay assistant will be on the line to read this and will read out what you have said to the person on the phone. Then the relay assistant will type to you the response of the person you are talking to.
999 BSL Emergency Video Relay Service for British Sign Language users
If you're a British Sign Language user, you can contact the emergency services through an online interpreter using 999 BSL Emergency Video Relay Service. The service connects you to a BSL interpreter who will appear on the screen. The interpreter voices what you say to the Emergency Operator and also relays in sign language what the hearing operator says in near real time. The interpreter will then make a subsequent voice call to the Emergency Services on your behalf. The service can also be used to receive return calls from the Emergency Authorities.
195 Directory Enquiries for customers with visual impairments
If you have restricted vision or other disabilities which make it hard to use or hold a printed directory, you can use a free directory enquiries service by calling 195. All you need to do is register your device by calling 0800 587 0195. You'll be given a PIN which you will need to provide each time you call 195.
Guidance on devices and apps
GARI Mobile Accessibility website is a great resource which gives you advice on different devices and apps. You can get tips on which devices best suit you and what apps you can install to get the most out of your device.
Financial difficulty
If you are experiencing financial difficulty, please contact us to discuss the options available.
Third party support for Debt and Financial Help
For help with more than just your Talkmobile bills, there are lots of friendly, independent organisations that can support you free of charge.
Mental health support
We recognise that just as with physical health, mental health can be affected. We can offer support by setting up a trusted friend or family member to help manage your account if you are struggling to keep on top of things and need some additional help. This person will be able to support with things like discussing your bill, and making payments for you, however they will not be liable for any payments or debt on your account.
Our policies
We keep this policy under regular review to ensure it continues to meet the needs of our vulnerable customers. We also make sure we hold ourselves to it. All staff you encounter are trained annually in how to deliver the support we offer, and we monitor their performance and your feedback to identify where improvements are needed.
