Assisting Vulnerable Customers
Help for customers who may be older, have an impairment, or have particular needs
We're proud to treat all our customers fairly and with respect, including those who are in vulnerable situations.
If you're older, or one of the millions of people in the UK living with an impairment, you'll find a wealth of information online and advice on how you can use the phone, internet, and TV to carry on doing what's important to you.
If you or someone you know has an impairment, you can discover more about the impact it can have on day-to-day life and how we can help.
Conditions we can help with
As well as suggesting the best phone features for your needs, we have lots of information to help you understand these conditions better.
- Hearing loss
- Sight loss
- Speech and language impairment
- Mobility issues
- Reduced dexterity
Information in alternative formats
We can provide all information from Inspire Telecom in alternative formats. Speak to our team to find out more.
Life events that can cause vulnerability
We know there are lots of different factors and life events which may cause vulnerability, whether long-term or temporary. It could be age, a physical or learning disability, or difficulty in communicating. Challenging events like bereavement or separating from a partner can also mean you need extra support to help keep you connected while you get back on your feet.
We'll do our very best to offer you the right level of help and the most appropriate products and services.
Letting us know you need extra help
Our customer support team will always try to identify specific needs and give specialised assistance where it's needed. However, it's not always easy for them to know if you're having difficulties, so please let our team know if you think they could help.
If you're in a vulnerable situation and need extra help, just contact us to let us know. We'll register it on your account and will consider your extra needs whenever you get in touch.
If you'd like to, you can give permission for someone else to contact us on your behalf. We'll treat any information you provide in confidence and in accordance with data protection law.
Our internal policy
Whilst we have high standards for customer handling across the board, we have a specific policy when dealing with older or vulnerable customers. This includes:
- Older people
- People who speak English as a second language
- Children and young people
- People with mental illness
- People with learning disabilities
- People with physical disabilities
- People with alcohol or drug use problems
How our team is trained
When dealing with an older or vulnerable person, our team are trained to speak clearly, confirm that the customer understands the information provided, and remain patient. If at any point our staff feel the customer is not in the correct state of mind to proceed, they are trained to politely end the call.
Our team are trained to ensure an easy flow of two-way information on every call, but specifically when engaging with older or vulnerable customers. For example:
- Avoiding the temptation to just speak louder in reaction to someone who does not speak English well, or who may not be retaining the information.
- Avoiding the use of metaphors or phrases that might confuse, such as "second to none".
- Speaking at a steady pace using standard, non-embellished, clear language.
Our team are instructed to never get angry or frustrated if a customer is not retaining information or engaging in a two-way conversation. They are trained to provide the website or contact details, advise the customer to have a look into it, and contact us back if the customer wishes to.
Additional safeguarding steps
We have a responsibility to protect the interests of older people and vulnerable people and to consider additional safeguarding steps.
For our customer service teams, this means extended cooling-off periods and ensuring any transaction or correspondence with the customer is also provided to the customer through the post. This includes large font if required.
If we suspect a customer is older or vulnerable before placing any orders or processing a transfer, we will contact the customer as a layer of protection, both to the customer and to Inspire, to identify any signs of vulnerability. We will confirm everything with the customer and again confirm that the customer is happy to proceed.
Our team are trained to always record older or vulnerable customers' needs when inputting information into new business submission forms. This ensures all existing and potential customers of Inspire Telecom are handled correctly from the very first contact.
Power of Attorney and third party management
For details of how we handle Power of Attorney requests and authorise a third party to manage an account on a customer's behalf, read our policy document.
View the policy (PDF)We're here to help
If you, or someone you care for, would benefit from extra support, please get in touch. Our UK-based team will treat the conversation with care and confidence.