Accessibility

We work hard to provide accessible services for all of our customers and we are always looking for ways we can improve them. 

Communication tailored to you

Listed below are some of the accessibility services we currently offer to help us communicate with our customers. Please let us know if there are any other adjustments we can make for you to make our services more accessible by writing to psr@ukpowernetworks.co.uk or contacting us through any of the other methods below.

Priority Services Register

If we need to make any adjustments to help you access our services or if you need extra help during a power cut, please sign up to our Priority Services Register. We offer a wide range of tailored support options, all for free. To find out more and sign up, please visit the Priority Services Register page.

Our Website

We work with partners and customers to make our website accessible for everyone. We are committed to continually improving accessibility to meet the needs of all users and comply with current legislation.

We use ReachDeck (formally known as BrowseAloud) which is an interactive toolbar with text-to-speech, reading and translation support. It also features helpful tools for people with visual impairments and hidden disabilities. This feature can be opened via the round orange icon at the bottom of the screen. An example image of the icon is shown below.

ReachDeck icon   

Non English speaking customers

We provide services for a diverse community, many of which may require support to communicate in English.

Ways we can help:

  • Our customer service team uses LanguageLine. This offers real-time professional interpretation and translation services in over 240 languages for customers who call us.
  • Our engineers also have access to a mobile app that allows customers and our engineers to have a three-way conversation with a translator in real-time. 
  • Our Priority Services Register application form can be downloaded in multiple languages. Go to our resources and downloads page for more information.

Blind or visually impaired customers

Ways we can help:

  • We can provide you with large-print, Braille and audio paperwork and literature. You can order these by emailing: psr@ukpowernetworks.co.uk or you can also call us 24/7 on 0800 169 9970 (free to call from a mobile or landline).

Customers with learning disabilities

We ensure that our information is available to people with a learning disability in a clear way. 

Ways we can help:

Deaf or hard of hearing customers

Ways we can help:

We offer a 24-hour Text Relay service for customers who are deaf, hard of hearing or have any other communication difficulties. Using your textphone dial 18001 followed by the telephone number you need. This will connect you to a text relay operator.

  • If you have a power cut Text Relay 18001 0800 31 63 105

  • If you need to move or connect electricity cables Text Relay 18001 0800 029 4280

  • If you have a general enquiry Text Relay 18001 0800 029 428

  • If you want to make a complaint Text Relay 18001 0800 028 4587

You can also get in touch with us via FacebookTwitter and WhatsApp.

During a power cut we can text you letting you know how our repairs are going and give you an estimated time that your power will be back on. Text Power and your postcode to 80876, for example: Power IP3 8AQ.

We also use Video Relay. We have partnered with SignVideo to offer a free Video Relay service 24 hours a day.

Watch our British Sign Language and subtitled help and support videos below or watch them all in a playlist on YouTube.

British Sign Language and subtitled help and support videos

Watch our British Sign Language and subtitled video about "Who are UK Power Networks?"
Who are UK Power Networks?
Watch our British Sign Language and subtitled video about planned power cuts
Planned power cuts
Watch our British Sign Language and subtitled video about keeping you updated during a power cut
Keeping you updated during a power cut
Staying safe around electricity at home and in the garden
Watch our British Sign Language and subtitled video about needing extra support during a power cut
Need extra support during a power cut? Sign up now