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Supporting customers

We're committed to supporting customers with disabilities who are unable to access our services through the usual routes. We offer a range of products and services that may help make life a little easier.

 Services

  • For customers who have difficulty reading our standard printed material, we offer large print, audio or Braille contracts, bills and manuals. Call us on 01482 602555 to request this. You can also arrange to contact us through a British sign language interpreter.

  • Unfortunately, under no circumstances are we able to take card payments over the phone - we have no secure facility or equipment to do this, and it's for a customer's protection that we don't take card details, as calls are recorded. You're able to pay securely with a debit or credit card via our automated payment line, which you can call on 01482 604706

  • We offer a free directory enquiry service and a text phone service for customers registered with a disability that would make it difficult to use a standard phone service, for example people who are speech-impaired or blind. Call us on 01482 602555 to request a form and return to us at the given address.

  • Customers who receive unwanted calls - especially silent, malicious or nuisance calls - can get help & advice in dealing with these types of calls. Call us on 01482 602555 to request help.

  • If a customer is unable to leave their house due to disability or illness, a telephone becomes a vital lifeline. We offer a free priority repair service for customers who may be at risk in the unlikely event of a fault occurring on their line (just call 01482 602555 and we'll arrange).

  • Lifeline can be arranged through your local council. It's a piece of equipment installed in your home that can be activated by a pendant. Should you need emergency assistance, simply pressing the pendant puts a call through to a control centre and a trained operator will respond and take the most appropriate action.
    For more information on Lifeline services, please contact your local council:

    Hull City Council

    http://www.hullcc.gov.uk/portal/page?_pageid=221,593251&_dad=portal&_schema=PORTAL

    East Riding of Yorkshire Council

    http://www2.eastriding.gov.uk/living/care-and-support-for-adults/care-support-and-safety-at-home/staying-safe-at-home/

  • For customers looking for the right assistive device or app you can go to GARI.

Register for braille or large-print billing



 Products

Social Access Package

The Social Access Package is available to Care Home residents and Lifeline customers who are referred to us via Social Services.

You can also usually get our Social Access Package if you receive one of the following:

  • Universal Credit (and are on zero earnings)*
  • Income Support
  • Job Seekers Allowance
  • Housing Benefit
  • Pensions Credit
  • Disability Living Allowance
  • Attendance Allowance

*This means the person claiming the Universal Credit doesn't receive any earnings from employment or self-employment during their Universal Credit assessment period.

Anyone applying must provide us with proof of financial support / Care Home residency / Lifeline status with their application.

The person eligible (as above) must also be the person whose name is on the bill.

Who can't have it?

We can't provide you with our Social Access package service if:

  • You can't provide evidence of the above or are not the person named on the bill
  • You already have a telephone service from another supplier
  • You have more than one line at the same or different premises (unless you have a second line because you're responsible for paying the telephone bill for a relative)
  • Your line is an ISDN line
  • Your line is used exclusively in connection with a burglar alarm or other monitoring services
  • You have ceased and had service re-provided in the last 3 months
  • Your service has been restricted because you owe us money

What is it and how much does it cost?

If you receive financial support, our Social Access Package is a simple, low cost landline telephone service to help you stay in touch with the people important to you.

It costs £5.10 a month and there's no connection charge. It also includes both 20 local geographic calls per month and 60 minutes of calls to numbers beginning 084 or 087.

Once this inclusive allowance has been used, calls are charged until a total spend of £10 is reached. This means customers pay a maximum of £10 a month for calls, subject to a fair usage policy which can be viewed in the General Notices here.  

Contracts are for 12 months. There is no early contract termination cancellation fee.

The default way to pay for this package is by Direct Debit, however other payment methods such as KCOM Budget Scheme, cash or cheque can be accepted.

For further pricing information including call charges, click here.

Customers eligible for our Social Access Phone tariff can also choose from our Basic or Lite broadband package.

Applying for Social Access Package

You'll need to fill in an application form and return it to us with some personal information. We need this information so we can check your records with the Department for Work and Pensions. These records help us to find out whether you are eligible for SAP.

If we need any more information, we'll contact you. If we have everything we need, we'll tell you whether your application is successful. If you don't qualify, we'll write to you to let you know.

If your circumstances change and you're no longer in receipt of one of these benefits, you must notify us so we can review your entitlement to SAP.

Call us on 01482 602555.

How do I use the text relay service?

Next Generation Text Relay (NGTR) is a service that enables people with hearing and / or speech impairments to communicate with others through telephone or textphone equipment or other devices such as PCs and tablets. A 'relay assistant' acts in the middle to text the speech from the two people on the call.

NGTR is a service provided by BT that we connect to so our customers can use it.

Making a call with NGTR

You can use the service in a number of ways, including using an ordinary telephone or textphone and also on computers, laptops, tablets and smartphones that are connected to the Internet. You can even link a 'TextNumber' to your existing phone number to make and receive calls without dialling a prefix.

For full details of the service and how to access it, go to http://ngts.org.uk or contact the NGT Helpdesk on 0800 500 888.

For calls made using the NGTR services, you will never be charged more than you would have been for the same call made without using the NGTR service. More information about pricing can be found in the KCOM Price Manual at http://pricing.kcomhome.com

If a customer receives a text message to the land line and saves it by mistake instead of listening to it, they need to call 0845 602 1111 to retrieve it.

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Further information

If you would like further information about our accessibility statement or if you are experiencing problems accessing the KCOM website, please contact the webmaster@kcom.com.

Suggestions & Feedback

If you would like to contact our KCOM disability champion with suggestions or concerns about our services for disabled customers, you can email us at regulatory@kcom.com