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Last updated 27/03/2017

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Contacting us: speech or hearing disabilities

  • Overview

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    This article outlines options to make it easier for people who are deaf, hard of hearing or speech impaired to contact us.

  • Next Generation Test Service

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    If you can't hear the other person's voice during telephone calls, or don't catch absolutely everything they're saying, or they do not seem to understand what you're saying, the Next Generation Text (NGT) Service can help.

    By using a smartphone, tablet, or computer and making a phone call, you can type to a relay assistant who will speak your words to the person you're calling.  The relay assistant will type their reply back so you can read it on your display.  You can use NGT at home, at work, or on the move.

    • Can't hear on the phone, then a relay assistant will type what the other person is saying so that you can read their words.
    • Can't speak on the phone, thenb type what you want to say and a relay assistant will speak your words to the other person.

    If you still want to use a textphone, NGT can work with textphones in the same way as the old Text Relay.

    For more information on NGTS please visit http://ngts.org.uk

  • Text Relay

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    Text Relay is used to help our customers that use a textphone (sometimes called a Minicom) access our call centre services.

    If you use a textphone, you can call us using Text Relay.  Simply dial 18001, then 01942 608715 for contact during office hours.  A Text Relay assistant will join the call and assist you in talking to our Connect staff.

    Our office opening hours are 8am-6pm Monday to Friday, excluding Bank Holidays and days between Christmas and New Year.

    To learn more about this service please visit the Text Relay website.

  • Skip pre-recorded messages

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    Our Connect number uses pre-recorded voice messages to prompt callers to select one of three options using their telephone keypad.  We understand that people with hearing difficulties can find these services awkward to use.

    To complete a call without needing to follow recorded instructions please call us on 01942 608715 during office hours. If you are calling out-of-hours, to report an emergency repair without needing to follow recorded instructions, please call 0844 573 6437.

    Our office opening hours are 8am-6pm Monday to Friday, excluding Bank Holidays and days between Christmas and New Year.

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  • 27/03/2017

    Updated by Athanasios Protopapas on 27/03/2017 17:28:47

    Comment: Added information on NGTS

    Details: (show)

    Chapter titled "Text Relay" order changed from "2" to "3".
    Chapter titled "Skip pre-recorded messages" order changed from "3" to "4".
    New Chapter added; title:"Next Generation Test Service" image:"" order:"2".

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  • 12/08/2014

    Updated by Chris Smith on 12/08/2014 14:38:24

    Comment: To promote 0300 number as principal contact number.

    Details: (show)

    Chapter titled "Skip pre-recorded messages" content changed.

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  • 07/02/2013

    Updated by Athanasios Protopapas on 07/02/2013 11:59:59

    Comment: Check for content update. No change required.

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  • 03/02/2012

    Updated by Chris Smith on 03/02/2012 16:22:54

    Comment: Addition of direct dial number for emergency out-of-hours repairs calls.

    Details: (show)

    Chapter titled "Skip pre-recorded messages" content changed.

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  • 02/11/2011

    Updated by Admin on 02/11/2011 12:27:38

    Comment: Changed title to make sure that the document prints correctly

    Details: (show)

    Document title changed from "Contacting us if you are deaf, hard of hearing or speech impaired" to "Contacting us if you have a speech or hearing disability".

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  • 01/11/2011

    Updated by Admin on 01/11/2011 13:01:01

    Comment: Rewrite.

    Details: (show)

    Document title changed from "Text Relay" to "Contacting us if you are deaf, hard of hearing or speech impaired".
    Chapter titled "Overview" content changed.
    New Chapter added; title:"Text Relay" image:"" order:"2".
    New Chapter added; title:"Skip pre-recorded messages" image:"" order:"3".
    New Category assigned "Company Information".
    Category assignment removed: "Accountability and Involvement".
    New Tag assigned "textphone".
    New Tag assigned "text phone".

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