We want every customer to be treated fairly and with respect. Sometimes people need extra help because of their health, money worries, or personal situation. This could be temporary or longer term. If this happens, we are here to help.

Who might need extra help?

You may need support if you are:

• Living with a health condition or disability
• Older and finding things harder to manage
• Coping with bereavement or trauma
• Struggling with money or debt
• Finding it hard to read, write, or understand bills
• Not confident speaking or reading English

How we can help you

We can offer:

• Someone you trust: You can nominate a friend, family member, or carer to help manage your account.
• Accessible bills and info: Large print or audio – free of charge.
• Faster repairs: If you rely on your service for health or safety, we can prioritise fixing faults.
• Flexible payments: We can discuss payment plans and signpost you to debt advice.

Talking to us

Our team is trained to:

• Listen with patience and respect
• Ask questions sensitively
• Record your needs (with your permission) so you don’t have to explain every time

Your privacy

• We will only record information about your situation if you say it’s okay.
• We keep this information safe and private.
• You can ask us to show you what we have, correct it, or delete it at any time.

Keeping our promise

We regularly check how well we are supporting customers who need extra help and make improvements when needed.

How to contact us

If you need support, please let us know:

• Call: 0333 210 4290
• Email: customercare@italktelecom.co.uk
• Live chat: https://www.italktelecom.co.uk

We’re here to make things easier for you.