Supporting our customers

We’re committed to supporting customers who are unable to access our services through the usual routes or require additional assistance. To find out more you can access our Vulnerability Policy here.

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Supporting our customers

Understanding impairments

If you or someone you know has an impairment, discover more about the impact it can have on day-to-day life, and how we can help.

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 Lasting Power of Attorney

What is a Lasting Power of Attorney?

A Lasting Power of Attorney (“LPA”) is a legal document that lets someone choose one or more trusted people (“Attorney(s)”) to make decisions on their behalf either immediately or when they lack mental capacity. The Attorney is usually a family member, a friend or a solicitor. It gives you more control over what happens if you have an accident or an illness and can’t make your own decisions i.e. if you lack mental capacity. There are two types of LPA: “health and welfare” and “property and financial affairs”. Only a property and financial affairs LPA is valid in relation to a telecoms account.

How to request a form

Setting up and using a LPA is straightforward. First, you will need to choose a person you feel confident will carry out your wishes. This doesn’t have to be a spouse or family member, but make sure it’s someone you trust. You can name more than one person if you want, as long as they’re 18 or over and fully understand the role they’ll be doing.

Once you've made your choice, you need to fill in a LPA form. You can download a print version or complete an online form.

What is a Deputy Court Order?

A Deputy Court Order (“DCO”) is a legal document giving one or more people (“Deputy / Deputies”) authority to make decisions for another person who lacks mental capacity (“Client”). A judge at the Court of Protection will only issue a DCO when there is evidence a Client lacks mental capacity. Deputies can act for the Client as soon as the DCO is issued. The DCO will list the types of decisions Deputies can make for the Client.

Deputies are usually adult relatives or friends of the person lacking mental capacity. Anyone over 18 can apply to the Court of Protection to become the Deputy for a specific person but applying does not mean they’ll automatically be chosen.

Deputies must account to the Office of the Public Guardian every year to show how they’ve managed the Client's property and finances, and what decisions they've made on the Client's behalf.

Let us know about it

Once a LPA is registered with the Office of the Public Guardian or a DCO is issued by the Court of Protection, you will need to send us the document. It can be a copy or the original document. Please make sure to send every page of the document otherwise we won’t be able to process your request. The address to write to us is:

KCOM Customer Services
1st Floor
37 Carr Lane

If you decide to send us the original document, please provide an address for us to return it to you.

Alternatively, if it is easier for you, you can scan the document and send a copy to us by email at

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Sign language interpreter

Did you know that we’re able to offer British Sign Language interpreters through the InterpretersLive! Service?

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Further information

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Suggestions and 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