We’re here for you


We aim to provide support for those requiring extra assistance. If you, or someone you know is navigating life with a disability, we’re here to help on multiple fronts so everyone can benefit from our services.


VISUAL HEARING Cognitive Mobility

We’ve tailored our services to aid usability and accessibility. Whether it’s through screen reader compatibility or other assistive technologies, our aim is to facilitate an experience that’s fully inclusive.

If you need letters or bills from us to be posted in large print or braille, please contact our support team.

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To address hearing difficulties we offer a text relay service and 999 video relay service.

Text Relay Service:
Provides text-to-voice and voice-to-text translation for those who are deaf, hard of hearing or speech impaired with the aid of a relay assistant.

How to make a call?
 To call a telephone: dial 18001 followed by the number you’d like to call.
To call a textphone: dial 18002 followed by the number you’d like to call.
To call emergency services: dial 18000 and your call will get priority.
999 BSL video relay service.

The 999 BSL Video Relay Service allows deaf and hearing people to communicate from separate locations via the telephone, in their own respective languages. A deaf person can use various endpoints (smart phone, tablets and web-based) to make a call to the emergency services, through a BSL (British Sign Language) interpreter appearing on their screen. A hearing operator will then receive a call from the remote BSL interpreter, who then relays the conversation by seeing and communicating with the deaf person on screen. This service is free to all users and no registration is required. For more information, please visit https://999bsl.co.uk.

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Understanding the importance of providing support for mental health conditions, we recognise the significance of creating an environment that’s accommodating and considerate. Whether it’s through easy-to-read materials or specialised customer care, we aim to make the experience as stress-free as possible for individuals dealing with these challenges.

It’s our goal to make navigating our services intuitive and straightforward for all users, our customer care team are here to help and trained to assist customers who may be experiencing difficulties, ensuring that they receive the necessary support and guidance.

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Limited mobility can present unique challenges in using technology. To address this, we’ve developed adaptations and features that cater to individuals with restricted mobility. Our services are designed to be accessible via different devices and interfaces, ensuring convenience for all.

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We always strive to improve

Working closely with our partners, we continuously aim to enhance our services, making them more robust and accommodating. We’re committed to learning and growing, to better serve all our customers, including those with disabilities.
Strictly adhering to data protection regulations, we handle sensitive information about customer vulnerability or health conditions with the utmost confidentiality. Our priority is to create a safe and secure environment for all our customers.

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Free directory enquiries – 195 service

Having a sensory or physical disability, or a medical condition, can make it difficult or even impossible to use a phone directory. If that’s the case, you can register for the 195 service so you can connect to lots of destinations with the help of an operator, free of charge.

Did you know you can register for a free directory enquiry service. 

Customers with disabilities or difficulties may qualify for a free directory enquiry service. You can find out more here .

Nominated Users

As an account holder you are able to appoint a nominated user to act on your behalf. Your nominated user is not liable for any charges, as you remain the account holder.
To request the addition of a nominated user, you’ll need to phone our customer care team to give us your nominated user’s details.

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Power of Attorney / Authority to Act

There are many reasons why you may need to appoint a power of attorney to manage your Home Telecom account.
If you’re someone who is now managing the Home Telecom account holder’s affairs, please contact our support team who will be able to help you.

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Did you know our call packages include:
Call Barring

This handy feature gives you the power to control the calls that can be made from your home, or even bar incoming calls.

Choose to refuse

This is the end of nuisance or unwanted calls. Put a stop to them by preventing them from getting through to you. You can block up to 10 numbers with this feature.

Anonymous Call Rejection

This function allows you to stop calls from people who have withheld their number, so you will only receive calls with visible numbers.

Ring Back

We don’t want you to waste your time trying the same number again and again until it is free. By simply dialling ‘5’, we will call you back when the line is no longer engaged, so you can get on with your day.

Need to speak to us?

If you are a vulnerable customer and want to discuss our accessibility features, click below to speak with our support team via phone, e-mail or live chat (at the bottom right corner of your screen).
You can also download a copy of our Vulnerability Policy by clicking here.

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You can also complete this form so we can update your account with any accessibility or disabilities we should be aware of.

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