We believe everyone should be able to enjoy SMARTY. For our customers with visual, hearing or dexterity impairments, we offer a range of accessibility services that are intended to make it easier for you to communicate.

Our dedicated accessibility team is here for you between 9am and 5.30pm, Monday to Friday (excluding Bank Holidays).

If you’ve got any questions about any of these services, please use one of the options below to contact us:

Talk to us on web chat

Look for the web chat icon in the bottom right-hand corner of our website, then just click on it and send us a message.

The SMARTY accessibility team is available on web chat between 9am and 5.30pm, Monday to Friday (excluding Bank Holidays).

Email us

You can reach us at: smartyaccessibilityservices@smarty.co.uk

The SMARTY accessibility team will be able to respond to emails between 9am and 5.30pm, Monday to Friday (excluding Bank Holidays).

Call us

Call our accessibility team on 01628 765333 between 9am and 5.30pm, Monday to Friday (excluding Bank Holidays).

Textphone

Our number is 0800 033 8011 and we're here between 9am and 5.30pm, Monday to Friday (excluding Bank Holidays). 

Accessibility Services

Help managing your account

We have a few options available to help you manage your account. 

For example, if you want a copy of any of our terms and conditions in large print or braille, please just contact us. If you’d like to have a friend or relative manage your account on your behalf, please let us know. 

Just remember that any person you nominate will have access to all your account information. 

Emergency SMS service

This service allows deaf, hard of hearing and speech-impaired people in the UK to contact the emergency services by sending a text message to 999. The content of the SMS is translated and the request is passed on to the appropriate emergency service.

You’ll need to register your phone for this service first by texting the word ‘register' to 999. Once you’ve done that, you’ll get an SMS message about the service, which you just need to reply “Yes” to. 

You’ll then receive a reply telling you that your mobile is registered (or if there’s been a problem with your registration).

This is something that can potentially save lives, but it’s important to remember that in exceptional circumstances, this service might not be available. 

If you send an SMS to 999, you should still try to contact the emergency services in other ways until you receive a reply.

You could also try:

  • Dialling 18000 on a textphone.
  • Using the Relay UK App.
  • Asking a neighbour, friend or passer-by to dial 999.

Note that the Emergency SMS Service is only available when you're in the UK. For more information, please go to:

www.emergencysms.org.uk

Relay UK (previously Next Generation Text Service)

If you can’t speak or hear on the phone, Relay UK lets you have conversations by using the internet or a textphone. For more information on Relay UK, please go to:

www.relayuk.bt.com


You can also download the Relay UK app onto your smartphone or tablet to use it on the go.  Information on how to do this is shown here:

https://www.relayuk.bt.com/how-to-use-relay-uk/download-app.html


The Relay UK smartphone app automatically dials the prefix 18001 for deaf users making outgoing calls. For incoming calls, deaf users are able to get an overlay TextNumber (fixed or mobile) from BT which brings in the relay service automatically, meaning that the hearing person doesn’t need to dial 18002 to call a deaf relay user (or even to know that the person they are calling is deaf).

Also, if you wish to use the Relay UK service to listen to voicemail, simply dial 18001 07782333123 (if you dial 18001 123 this will not connect to your voicemail).

The options available are: 

Type and Read (for those who can’t hear and don’t use their voice). 

Speak and Read (for those who can’t hear but can use their voice). 

Type and Hear (for those who can hear but don’t use their voice). 

Speak and Hear (for those who have some hearing and do use their voice). 


There are many different ways to use Relay UK service. You can use a landline or mobile phone for the voice part of the conversation and a PC, laptop, smartphone or tablet to see the text if you choose to. 

If you have a smartphone which lets you use the internet at the same time as using the phone, you can hear, read and speak using the smartphone. These are just two ways you can use the service. 

Relay assistants only speak English, so won’t be able to translate in calls between different languages.

For more details and for more information on the service and how it works, please visit https://www.relayuk.bt.com/

Standard UK calls through Relay UK are free. 

Calling the Emergency Services using Relay UK

To use the Relay UK service to contact Emergency Services, simply dial 18000 using a textphone or click on the 999 button in the Relay UK app, and then connect.

Note that this service is not designed for use outside of the UK as it only connects you to the UK Emergency Services. 

Directory enquiries

We offer a free directory enquiries phone service to our disabled customers on 195. Before you can use it, you’ll need to register for the 195 directory enquiries service by contacting us. 

You won't be charged for calling 195 and you can ask for multiple searches for UK residential and business listings. 

However if you ask the operator to connect you, once you're connected, your call may incur a charge if out-of-plan so you might need an out of plan add-on for any connecting calls.

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