VULNERABILITY POLICY

How we can help

Our Community and customers count at County Broadband

We aim to empower communities across the East of England by providing faster, reliable, more affordable broadband to homes and businesses in the areas we proudly serve.

Our understanding of ‘vulnerable’ includes ‘anyone who is disadvantaged due to personal circumstances including age, physical or mental illness, physical or learning difficulties, communication difficulties or changes in circumstances’, we believe we have a duty of care to protect our customers to help keep them connected.  We appreciate often due to circumstances beyond your control, vulnerability can affect anyone at any time, and we will endeavor to support you when it is most needed.

We have published our vulnerability policy here and to download as a PDF here.

We’re here to help

Please let our friendly Customer Service Team know if you’re experiencing difficulties and they’ll make a note of it on your account, enabling them to consider your needs for future correspondence.  All information will be treated in confidence and in accordance with data protection legislation.

By contacting us, we can:

  • Register your needs so that we can offer you the appropriate level of support: please call use <this online form> or call our Customer Service team
  • Ensure you are on the most appropriate and best value tariff to meet your needs and financial position
  • Ensure we take your needs into account in the event of an interruption to your services
  • Arrange for someone who can act on your behalf, receive copies of your bills or pay them
  • Suggest solutions to help you

Our dedicated number for vulnerable customers is 01376 388051

We understand that you may need help from others.  If you do need to appoint someone else, such as a relative, trusted friend or carer to speak to us about your account, receive copies of your bills and even pay your bills, just let us know. To set this up, please contact our Customer Service Team. You will need to provide proof that they have Power of Attorney or are an appointed Deputy if you want this person to make decisions about your account, such as changing your package or closing your account.

If you’re struggling with money or your financial position has recently changed, we may also be able to help, for example by moving you onto our Essential Broadband Tariff which is available to everyone receiving Universal Credit or Pension Credit.

We also have answers to a wide range of frequently asked questions on our service portal.

Other organisations may also be able to provide support, including:

  • 999 BSL: the 999 British sign language website and app allows users to contact a sign language interpreter for the emergency services.
  • The Samaritans – Providing emotional support to anyone in emotional distress.
  • National Debt Helpline – Free and confidential debt advice service run by the Money Advice Trust.
  • MIND – Advise and support to empower anyone experiencing a mental health problem.
  • Alzheimer’s Society – Information and support for people affected by dementia.

Our communities and customers matter to us and you can count on County Broadband.