Accessibility Policy
Here at Connexin we want our customers to have the best experience possible whenever you need to contact us. We understand that on some occasions you may need additional help and support when communicating with us, or when using our services.
When you contact us, we may not always know that you require additional help. So, when you are speaking to one of our customer care team, please let us know and we’ll make sure that this is recorded on your account so that we know for next time when you call.
Below, you’ll find information about the different ways Connexin offers help to those customers who need it. Whatever difficulties that you may have, we’ll always try to be clear in our instructions or advice and not put you under any undue pressure.
Hearing and Speech Difficulties
Help for customers who have hearing or speech difficulties.
How we can help
Connexin Live Chat
We offer a Live Chat service as standard. You’ll find the red chat button at the corner of each page on our website.
Free Priority Service as Standard
If you have a fault with your service, which you rely on, then we will endeavour to prioritise your appointment with no additional costs.
We’ll endeavour to prioritise your repair over standard service levels. However, this may not always be possible due to reasons beyond our control, for example, extreme weather conditions that can delay or prevent our engineers from carrying out the repair work.
Third Party Nominee
You may nominate a friend of relative to help manage your account. Please let us know when you speak to us and we can record this on your account.
Sight Difficulties
Help for customers with impaired vision or blindness.
How we can help
Free Priority Service as Standard
If you have a fault with your service, which you rely on, then we will endeavour to prioritise your appointment with no additional costs.
We’ll endeavour to prioritise your repair over standard service levels. However, this may not always be possible due to reasons beyond our control, for example, extreme weather conditions that can delay or prevent our engineers from carrying out the repair work.
Bills in alternative formats
If you require your bill in a different format, such as large print, audio or braille, please let us know and we’ll endeavour to do our best to support you with your requirements.
Third Party Nominee
You may nominate a friend of relative to help manage your account. Please let us know when you speak to us and we can record this on your account.
Cognitive Impairments
Help for customers with conditions that might impact their decision making or communication.
How we can help
Free Priority Service as Standard
If you have a fault with your service, which you rely on, then we will endeavour to prioritise your appointment with no additional costs.
We’ll endeavour to prioritise your repair over standard service levels. However, this may not always be possible due to reasons beyond our control, for example, extreme weather conditions that can delay or prevent our engineers from carrying out the repair work.
Third Party Nominee
You may nominate a friend of relative to help manage your account. Please let us know when you speak to us and we can record this on your account.
Power of Attorney
If you want to assign a Power of Attorney to act on your behalf, or to let us know that you wish to act on behalf of one of our customers, please send us a certified copy of the LPA certificate to the following address:
Connexin, Unit4B, Earls Court, Henry Boot Way, Hull, HU4 7DY
Further information about LPAs can be obtained from your solicitor or Citizens Advice Bureau.
Mobility Difficulties
Help for customers with mobility difficulties.
How we can help
Free Priority Service as Standard
If you have a fault with your service, which you rely on, then we will endeavour to prioritise your appointment with no additional costs.
We’ll endeavour to prioritise your repair over standard service levels. However, this may not always be possible due to reasons beyond our control, for example, extreme weather conditions that can delay or prevent our engineers from carrying out the repair work.
Third Party Nominee
You may nominate a friend of relative to help manage your account. Please let us know when you speak to us and we can record this on your account.