Extra support with your Talkmobile account

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.

We offer our bills in several different accessible formats. Contact us to request your bill in the right format for you.

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. 

To get this service you can download the app that BT offers and follow the relevant steps. 

Also if you need to get hold of the emergency services via Text Relay just follow the steps on their website. 

Another way to contact the emergency services is by registering for the emergencySMS service. To set up this service, text 'register' to 999. 

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. 

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. 

Once you have registered with 195 contact us so we can set you up with the free service. 

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. 

If you are experiencing financial difficulty, please contact us to discuss the options available. 

For help with more than just your Talkmobile bills, there are lots of friendly, independent organisations that can support you free of charge. 

StepChange Debt Charity: StepChange are the UK's leading debt charity for free expert advice and debt management. 

Citizens Advice: You can get independent and impartial advice from the Citizens Advice on a wide range of topics - not just finances. They can advise and help with rental problems, separating, immigration, parking tickets and more. 

Money Helper: Money Helper offers impartial help for all your money and pension choices. 

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. 

If you're worried about your mental health, you can also see your family doctor or GP about it. They should be able to give you advice about treatment and may refer you to another local professional who may be able to help you. 

There are also many support organisations who can help provide specialist support such as: 

Mind: they provide information and support for people living with a mental health problem, or supporting someone who is living with a mental health condition 

Phone: 0300 123 3393 

Website: www.mind.org.uk

Email: info@mind.org.uk

CALM: is the Campaign Against Living Miserably, a charity providing a mental health helpline and webchat

Phone: 0800 58 58 58 (daily, 5pm to midnight) 

Website: www.thecalmzone.net

Samaritans: confidential support for people experiencing feelings of distress or despair

Phone: 116 123 (free 24-hour helpline)

Website: www.samaritans.org

Email: jo@samaritans.org

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.