This email address is solely dedicated to our customers with additional needs or those in a vulnerable situation. We will not be able to help other customers on this email address.

Our accessibility email address is: smartyaccessibilityservices@smarty.co.uk

Our accessibility team will respond to emails between 9am and 5pm, Monday to Friday (Excluding Christmas Day, Boxing Day and New Year’s day). We aim to reply within 2 working days.

This telephone number is solely dedicated to our customers with additional needs or those in a vulnerable situation. We will not be able to help other customers on this line.

Our accessibility telephone number is: 0333 338 1047

Our accessibility team are available 9am and 5pm, Monday to Friday (Excluding Christmas Day, Boxing Day and New Year’s day)

Our Textphone number is: 0800 033 8011

Our accessibility team are available between 9am and 5pm, Monday to Friday (Excluding Christmas Day, Boxing Day and New Year’s Day)

We use the Web Content Accessibility Guidelines version 2.0 (WCAG 2.0) standards to see how we’re doing. WCAG 2.0 is a set of guidelines made by the Web Accessibility Initiative, which looks at how accessible a website is.

Most of the pages on our site meet level ‘A’ compliance using these rules and we’re working towards reaching at least level ‘AA’ compliance across the site.

You can find out more about the Web Accessibility Initiative here.

At SMARTY, we use CSS for the visual layout of our site. If your browser or browsing device doesn’t support stylesheets, the content of each page is still accessible.

This site has been developed using relative font sizes to allow users to control text sizes. You can choose text sizes by following these instructions.

SMARTY allows a customer to nominate a friend or relative to help manage their account. You can choose the level of access you want to give to an authorised contact. They could have full access to your account, which would give them permission to do everything as if they were the main account holder. Or if you want to restrict what they can do, please just let us know when you contact us, and we can set up the correct access level.

You can register for someone to support you with a legal document such as a Power of Attorney, Deputyship, or Guardianship.

To register, get the person who is supporting you to send a copy of their legal document and proof of identification to proofs@support.smarty.co.uk.

The team will aim to respond within a day.

On receipt of proofs, SMARTY will register the authorised contact on your account. SMARTY will allow the authorised contact full access to perform any action on the account. If required, please contact us to discuss or for more general information visit Gov.uk https://www.gov.uk/power-of-attorney

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 (you must be registered first). The request is passed on to the appropriate emergency service.

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:

Note that the Emergency SMS Service is only available when you're in the UK. For more information, please visit: www.emergencysms.org.uk

999 BSL is a free emergency service for British Sign Language users who need help urgently. You can be connected to a British Sign Language interpreter in seconds, who will then call 999 on your behalf.

This service is available if you need Police, Ambulance, Fire or Coastguard. You no longer have to send a text and can now get the help you need by starting a video call using their website or app.

For more information, visit www.999bsl.co.uk

You can download their app here: Download : 999 BSL

Their app is zero-rated, so you can get connected, even if you've run out of data.

If you can’t speak or hear on the phone, Relay UK lets you have conversations by using the internet or a textphone.

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

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

Standard UK calls through Relay UK are free.

In case of emergency, you can contact the emergency services via Relay UK by dialling 18000. Note that this service is not designed for use outside of the UK as it only connects you to the UK Emergency Services.

InterpretersLive! gives you access to on-demand and pre-booked British Sign Language interpreters using your computer, phone, or tablet.

InterpretersLive! user guides:

If you want to talk to InterpretersLive! or are having problems with their service you can:

Our free directory enquiries service is available for all customers. It lets you search UK residential and business listings over the phone.

To use this service, contact our Accessibility team. Once you’ve registered, call 195 to contact directory enquiries for free.

Important: if you call directory enquiries before registering, you’ll be charged for your call.

These may include situations such as:

These may have an impact on your health or finances.

SMARTY’s plans roll from month to month and have the facility to pause or change to a cheaper plan at the end of each period.

We also offer a Social Tariff for customers on certain benefits, you can find out more here.

Should you with to make changes, please log into your dashboard, or contact us to discuss.

Or if you’d prefer, you can gain advice externally through organisations, such as:

SMARTY will make the process for account closure for a deceased customer as seamless and stress-free as possible.

All our channels are aware of the process for handling and supporting this situation.

If required, please contact us to discuss. Or if you’d prefer, external support is also available through support agencies, such as:

SMARTY offers support and guidance when a customer is facing imprisonment.

If required, please contact us to discuss. Or if you’d prefer, external support is also available through support agencies, such as:

SMARTY offers support and guidance when a customer is in or has previously served in the Armed Forces.

If required, please contact us to discuss. Or if you’d prefer, external support is also available through support agencies, such as:

Following the provision of the required documentation, your account will be supported as appropriate.

Please get in touch to discuss your situation or circumstances. Or if you’d prefer, you can gain advice externally through organisations such as:

Although age is not always a vulnerability, older consumers can be vulnerable due to a range of linked factors or situations they may be in.

We encourage customers to appoint an authorised contact to help manage affairs if they would like help. Contact us if you'd like to get this arranged.

Or, if you’d prefer, you can gain advice externally through organisations, such as:

There are many types of fraud and ways fraudsters will try to gain access to an account or private information. SMARTY is committed to supporting victims of fraud. We have specific guidance on the different types of fraud, how customers can best protect themselves and how to report fraud

If you think you have been a victim of Fraud relating to your SMARTY services, Contact us immediately.

You can also gain advice externally through organisations such as:

If you inform us that you have been a victim of a crime (e.g. assault or theft), we'll do our best to support you.

Please get in touch to discuss your situation or circumstances. Or if you’d prefer, you can gain advice externally through organisations such as:

If you’d like support with your account in this situation or if you’re looking to help a loved one who has a SMARTY account, please don’t hesitate to get in touch.

Or if you’d prefer, you can gain advice externally through organisations such as:

We know that this situation can be incredibly hard to navigate, and we're here to help.

If you need support with your SMARTY account or managing your services safely, please reach out. Our team will support you with care and confidentiality.

Or if you’d prefer, you can gain advice externally through organisations such as: