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 6.30pm, 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 6.30pm, 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 6.30pm, Monday to Friday (excluding Bank Holidays).

Call us

Call our accessibility team on 01628 765333 between 9am and 6.30pm, Monday to Friday (excluding Bank Holidays).

Textphone

Our number is 0800 033 8011 and we're here between 9am and 6.30pm, Monday to Friday (excluding Bank Holidays). 

Minicom

Contact us on 0800 358 6799 between 9am and 6.30pm, 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 Next Generation Text Lite 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

Using a Minicom textphone to make calls

If you have difficulty hearing or speaking, you can use a Minicom textphone to make calls. It has a keypad and a small screen that lets you type what you want to say and read what the person on the other end of the phone is typing back. 

To buy a Minicom textphone visit Action Hearing Loss, where you’ll also find other devices, advice and resources. When you’re ready, please get in touch with our dedicated accessibility team.

Text Relay and the Next Generation Text Service (NGTS)

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

You can also download the Next Generation Text Lite app onto your smartphone or tablet to use it on the go. 

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 Next Generation Text. 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 www.ngts.org.uk

Standard UK calls through the Text Relay and Next Generation Text service are free. 

Emergency Text Relay

To use the Text Relay service when contacting Emergency Services, simply dial 18000 using your Next Generation Text Lite App or textphone. 

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 a cash add-on for any connecting calls.

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