Accessibility & Vulnerability Support
If you have accessibility needs, or life is harder than usual right now, tell us. We'll shape our support around you.
Tell us what you need
Let us know if you have accessibility needs, or if you're going through something that makes things harder. This could be:
- illness or disability
- communication or reading difficulties
- a bereavement
- anything else that affects you
You don't need to be sure whether it "counts". Circumstances can be permanent or temporary, and everyone experiences them differently.
We'll add a note to your account. Then whoever you speak to at Onestream already knows how best to help, and you won't have to explain your situation every time. If things change, contact us and we'll update or remove the note.
Register your needs with us
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Call us
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Text Relay
If you can't hear or speak on the phone, call 18001 followed by 0333 241 4449
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Email us
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Live chat
Message us using the chat button in the corner of this page
How we can support you
Call us by text with Text Relay
If you can't speak or hear on the phone, or you prefer not to, Text Relay lets you type the conversation instead. A relay assistant reads your words to us and types our replies back to you. It works on textphones. With the Next Generation Text Relay app, it also works on smartphones, tablets and computers.
To reach us this way, dial 18001 followed by 0333 241 4449. Learn more at ngts.org.uk.
Priority fault repair
We'll give priority to your repair if:
- you have an impairment, health condition or disability
- your landline stops working
- you have no mobile phone to use in an emergency
Register before you need it. Contact us using any of the options on this page.
We'll always repair your fault ahead of standard timescales. Sometimes events beyond our control, like floods or storms, can slow our engineers down.
Bills and documents, your way
We can send your bills, contracts and other documents in the format that works best for you. This includes large print and braille. Just tell us which you'd like.
Let someone help with your account
You can nominate someone you trust to deal with your account and bills for you. This could be a carer, a family member, or someone who holds Power of Attorney. Contact us and we'll help you add them.
Support when someone dies
We know this is a difficult time. Our whole team is trained to help. We'll make any changes needed to the account, or close it, as simply as possible. If the account holder has died, their officially appointed representative can close the account or transfer the services.
Our Bereavement Guide explains all the options.
Struggling to pay your bill?
Tell us as soon as you can. The earlier we know, the more we can do. A specialist team will look at your account and your circumstances. They'll work with you to agree a plan you can manage.
Contacting the emergency services
If you can't make a voice call, there are two other ways to reach 999. These are free national services. They're run independently, not by Onestream, and they work whoever your provider is. Both need setting up before you need them, so it's worth doing now.
Contact 999 in British Sign Language
If you're deaf and use British Sign Language, you can contact 999 through a video call with a BSL interpreter. The service is free.
Find out more at emergencyvideorelay.co.uk.
Text 999 in an emergency
If you're deaf, hard of hearing or find speech difficult, you can contact 999 and 112 by text message. Your message goes to the police, ambulance, fire and rescue or coastguard. They text you back.
Register your mobile now, before you need it:
- Text the word REGISTER to 999.
- Follow the reply you're sent.
Read our policies
These documents set out exactly how we support disabled customers and customers in vulnerable circumstances. Both open as PDFs.