Stay in touch - A guide to telephones and services for older and disabled people 2004 (view report contents)
Services for older or disabled people
Check out the services which can make telephones easier to use
Buying an easy-to-use phone is only half the story. There is a range of services from telephone companies - like free directory enquiries or bills in different formats - which can be useful to disabled or older people. The regulations say that many of these must be provided by any phone company, but it’s still worth checking carefully exactly what services are available and how you can access them (especially if you’re considering getting your phone line and calls from different companies).
In the last section of the report we summarise all the big fixed line and mobile networks and many of the alternative fixed-line and mobile operators. The individual summaries tell you how to contact them and if they publish guides to these services.
Having a phone installed
If you are getting a new fixed phone line, someone will need to install it. Some companies have engineers trained to help older and disabled people. They will, for example, help you make sure you have enough phone sockets in the right places, show you how to use your phone’s features and programme quick-dial numbers into it if you wish.
Operator services
If you are blind or are unable to access the phone book for other reasons you are entitled to free directory enquiries, available by dialling 195. You need to register for this service and you may need to get a form signed by your GP. You will be given a PIN number which you have to quote when you use the service. Once registered, you can also ask the directory enquiries operator to put you through to the number you asked for. If you sign up with a CPS fixed-line service for cheaper calls, you will still be able to sign up to this service (usually from BT).
Getting your phone repaired
If you cannot get around easily you should be able to join a priority fault repair scheme, but rules about who is eligible and what proof you must provide vary. Note that the company may charge you if the fault is with equipment not provided by them, or if you have damaged it yourself, even by accident.
Worried about being cut off?
If you’re worried about your phone bill not being paid, for example if you have to go into hospital at short notice, a nominee scheme may help.
This lets you nominate someone who can either take full charge of your account, or alternatively be contacted only if you fail to pay your bill. You need to register with thephone company for this.
Reading bills and other documents
If you have difficulty reading your bill, you can call the operator and ask to have the bill read to you. Also, phone companies should be able to provide bills in different formats, such as large print, braille or audio cassette, if you ask them to do so.
Payment schemes
Prepayments for fixed-line phones
You can use BT’s payment card to pay money towards your bill at post offices, shops and garages. Kingston Communications have a similar scheme: you can buy prepayment vouchers.
If you make few calls...
If you make few calls, BT has payment schemes which may suit you. Light User gives you a rebate on your bill, while In-Contact Plus lets you receive and make outgoing calls to emergency and freephone numbers only. You have to agree not to use lines or services from other companies.
Prepayments for mobiles
Instead of getting a bill every month, with ‘pre-pay’ or ‘pay as you go’ tariffs you can buy airtime in advance with vouchers or a swipe card, or by phone or through the internet. This can help you keep control of call costs.
Other financial help
People with a serious disability may be able to get help with costs from social services. They may pay for installation, special equipment and possibly line rental, but not the cost of calls. Your Citizens Advice Bureau may have information on other sources of help.
Text and textphone deals
Some mobile companies have tariffs for people who use text messaging a lot because they have a hearing or speech impairment. Most fixed-line phone firms give rebates for textphone calls. See individual summaries for more details.
Report Contents
Telephones
- types (fixed & mobiles)
- useful features if your hearing is poor
- useful features - if your sight is poor
- useful features if you have limited mobility
- useful features for other difficulties
Other equipment
- answering machines, fax machines & computer equipment
- textphones, videophones & computer email
- accessories & adaptors
Buying a phone & phone services
- where to go
- companies & deals
- services for older or disabled people
- scam calls & cold calling - what to do
Useful contacts
Fixed line Operators
- BT
- Homecall
- Kingston communications
- NTL
- One.Tel
- Sainsbury's Homephone
- Skytalk
- TalkTalk
- Tele2
- Tesco home phone
- Telewest broadband
- Tiscali.smart talk
- Toucan
Mobile Operators
