Contacting services in a way that works for you — Easy Read

Start with the contact barrier

You may find speech, hearing, reading, holding a phone, waiting in a queue or answering quickly difficult. Say what would help: a booked call, extra time, text, email, webchat, a face-to-face appointment or a communication professional. A diagnosis alone does not show which method works. Ask how to make the first request if the service’s usual contact route is itself inaccessible.

Prepare your own message

Make a short list, picture plan, voice recording or communication-aid message about what you need. Keep the relevant reference number ready, without putting passwords or security codes in a worksheet. Decide what information you want to share and the outcome you are asking for. You can practise with a trusted person. Ask the service to use one question at a time and to wait for your reply.

Ask about Relay UK

Relay UK helps people with hearing or speech difficulties use telephone calls. A relay assistant can type what is said, read typed replies aloud, or support a combination. You can use a compatible app or textphone. It does not automatically explain difficult language, so ask the organisation for plain language too. If reading or typing is difficult, explore another method or appropriate support rather than assuming relay will meet every need.

Set up and practise ordinary relay calls

Follow the official Relay UK instructions to link your phone number and practise a non-urgent call. With the smartphone app, the ordinary-call prefix is included automatically; other linked-phone arrangements may need 18001 before the full number. Check the instructions for your device. Relay UK itself is free and calls cost no more than a standard telephone call, but normal call or data costs may apply. Ask about receiving calls and keeping any saved conversation private.

BSL and other communication support

If you use British Sign Language, ask whether the service offers a suitable video relay route or can book an interpreter. Check hours, how to connect and whether the format is accessible to you. A BSL interpreter, text relay assistant and advocate have different roles. If you use deafblind communication, personal signs or AAC, explain the actual method and ask for appropriately skilled support. A relative should not routinely substitute for necessary professional interpreting.

Use a chosen supporter with clear permission

You can ask someone to help prepare, sit with you or speak for an agreed part of a conversation. Tell the service who they are and what help you want. It may need to check your permission and identity; ask for an accessible, proportionate way to do this. A supporter should not impersonate you or assume permission to manage every matter. Where you cannot make a particular decision, the organisation must consider the relevant legal authority and safeguards.

Ask services to record and meet your needs

Ask NHS and adult social care services to record, flag and meet your disability-related information and communication needs, and review them when they change. The Accessible Information Standard applies to relevant NHS and adult social care organisations, not every business. Other services may have Equality Act adjustment duties. Explain why a route excludes you and ask for an effective alternative; the exact method requested is not always the only suitable solution.

Finish with a clear record

Ask the person to explain the decision, next action, responsible person and date. Request confirmation in a format you can use, rather than an inaccessible standard letter. Ask what to do if a promised callback does not happen or a form times out. Keep a dated record of attempts and replies. Check that a routine inbox or webchat is actually monitored within the time you need.

Use the right emergency route

Call 999 for a life-threatening emergency or immediate danger. Text relay uses 18000 for emergency calls, not the ordinary 18001 prefix; follow the official app instructions. Deaf BSL users can use 999 BSL emergency video relay. EmergencySMS requires prior registration, so use the official guidance to prepare before it is needed. Ordinary email, a service contact form or routine webchat is not a substitute. Keep a usable backup if your device or internet fails.

If a service refuses or the route fails

Explain the barrier and ask a manager for a workable adjustment. Record refusals, missed appointments or delay caused by inaccessible contact. Use the organisation’s complaint route and seek advice about discrimination where relevant. For important deadlines, explain the access problem promptly and ask what can be done; do not assume a complaint extends the deadline. If health or safety becomes urgent, use the appropriate urgent route rather than waiting for the complaint.

Contacting a service

Say what is difficult

Ask for another way

Prepare your message

Relay UK may help

Try the setup first

Ask for the right support

Choose a helper’s role

Get a clear reply

Emergencies use different routes

If the service is inaccessible

What you can do next

More useful links