If you have a visual impairment, are deaf or hard of hearing, or find it hard to use the phone
How to contact us if you struggle with our main contact methods.
We have several ways for our deaf, hard of hearing, speech impaired or deafblind communities to contact us. You can view this information, and more, in British Sign Language (BSL) on our YouTube channel.
If you don't have a vision impairment, are deaf or hard of hearing, but find it difficult to use the phone to contact us, please consider registering for our direct access line.
Direct access line
This is our registration-only service for anybody who might experience problems using a phone to contact us.
You may be eligible for the service if you:
struggle to hold a phone for a long time
have poor memory
get easily confused, especially when stressed
find it difficult to communicate
have a learning disability and need help with daily tasks
You can also register important details and information that may help us in an emergency.
This service reduces how long you have to wait and the person you speak to will already have an understanding of you or your carer’s background.
The service is available 24 hours a day, seven days a week, but it's not a replacement for calling 999 if it's an emergency.
To use the system you will ideally be referred by a medical or social care professional. Once registered, we’ll send you details of the dedicated access line number you can use to contact us the same way you would use 101.