DWB Accessibility

Here at DWB, we want to ensure that all our customers can get the most out of our services. If you or someone you know has a disability and you’d like to know more about the support we offer, select one of the following options:

Hearing

Cognitive

Mobility

Alternative Bill Formats

We can provide your bills and contracts in other formats such as large print, Braille or audio upon request. To request one of these formats contact us with your account details and desired format.

Nominated User

Appointing a Nominated User enables someone to discuss various aspects of your account including balance enquires and call charges and able to make payments on your behalf. Your Nominated User is not liable for any charges on your account, as you remain as the Account Holder.

To request an application form you’ll need to contact us once completed with your details, let your Nominated User complete their section, then send the form back to us at the address on the form.

Sign Language Video Call

We are currently intergrating this tool into our business & we hope it will be to much value to customers.

Nominated User

Appointing a Nominated User enables someone to discuss various aspects of your account including balance enquires and call charges and able to make payments on your behalf. Your Nominated User is not liable for any charges on your account, as you remain as the Account Holder.

To request an application form you’ll need to contact us once completed with your details, let your Nominated User complete their section, then send the form back to us at the address on the form.

Nominated User

Appointing a Nominated User enables someone to discuss various aspects of your account including balance enquires and call charges and able to make payments on your behalf. Your Nominated User is not liable for any charges on your account, as you remain as the Account Holder.

To request an application form you’ll need to contact us once completed with your details, let your Nominated User complete their section, then send the form back to us at the address on the form.

Power of Attorney / Authority to Act

There are many reasons why you may need to appoint a Power of Attorney Nominee to manage your DWB account. The most common ones are;

  • Temporary – If you’re hospitalised, in poor health or out of the country
  • Permanently – If you’re no longer able to manage your personal accounts
  • If you’re someone who is now managing the TalkTalk account holder’s affairs.

 

Why do we require Proof of Authority to appoint a nominee?

Due to Data Protection regulations, we have a responsibility to ensure that we’re protecting your personal information, which is why we request proof of authority.

 

What proof do we accept?

In order to process a Power of Attorney/Authority to Act, we require you to provide the DWB Account holder’s details together with the potential Power of Attorney’s information. As Power of Attorney, you won’t be liable for any charges on your account, because you’re not the named account holder, but you will be able to make decisions on behalf of the account holder. We also require one of the following:

  • – A Power of Attorney, which is Registered with the Office of the Public Guardian
  • – Solicitor’s Letter
  • – Court Order
  • – Medical Consent letter

You should only include a copy of the proof as we’re unable to return it to you.

 

How can a Power of Attorney / Authority to Act request be submitted?

To submit a request you’ll need to get in touch using one of the options below. One of our agents will then send you a form to fill in and submit. Once we receive the completed form, we’ll update the account within 28 days. If you’d like to find out more about Power of Attorney, you can visit the government help page.

Priority Fault Repair

This is a free service for customers who rely on their DWB services for health and mobility reasons. If you’re eligible, you’ll get priority when you report a fault to us. The service is only available to you if your household includes someone at risk, or you have accessibility requirements such as:

  • – Home Renal Dialysis Machine
  • – Home Peritoneal Dialysis Machine
  • – Artificial Ventilator
  • – Unable to leave the house unaided due to chronic long-term illness or disability

To apply for this service contact us please note that unfortunately, we’re unable to offer this service if:

  • – Your line is supplied by another service provider
  • – You live in warden-controlled, residential nursing, care home or similar type of property
  • – The service doesn’t cover alarm monitoring stations, control rooms or other types of alarm lines or installations