Getting in touch if you're deaf or have hearing loss
We know it isn't always possible for you to call us – especially if you're deaf, have hearing loss, or find it difficult to talk on the phone.
That said, we aim to make it as simple as possible for you to get in touch with us. You can choose any of the following options.
SignVideo service if you use British Sign Language (BSL)
You can use SignVideo to talk to us securely.
You'll sign to one of SignVideo's fully qualified BSL interpreters. They'll then relay your conversation with one of our advisers in real time.
There's a link to more information on SignVideo at the bottom of this page.
If you've got a textphone, you can type messages to us by calling our Textline on 0800 622 839.
We're available to help between 8am and 8pm Monday to Friday and 8am to 2pm on Saturday.
Please don't call Textline unless you're using a textphone to send typed messages.
An easy way to get in touch is to email us using our online form. You'll find a link to it at the bottom of this page.
You'll just need to tell us your name, contact number, email address and postal address so we know who you are. You can then tell us your query. We'll usually get back to you within two working days.
You can email us at firstname.lastname@example.org and we'll get back to you as soon as we can.
With webchat, you'll get a quicker response than if you email us. You can send instant messages to one of our advisers online.
You can chat to us when you see the speech bubble near the top-right of a page on our website. If you can't see it, it means that webchat isn't available at the moment.
You might also see a webchat pop up appear as you find your way around our site. You can start a conversation from there, too.
You can get in touch with us on either Facebook or Twitter. If you send us a message during our office hours, we aim to get back to you within an hour. You'll find links to our Facebook page and Twitter account at the bottom of this page.
Write to us
If none of the options above are suitable for you, you can write to us at the address below.
200 Dunkeld Road
If your letter needs a reply, we'll get back to you within five working days of receiving it.
If you'd like us to reply in a particular format, please let us know in your letter.
Priority Services Register
We can add you to the Priority Services Register (PSR) when you get in touch with us. This gives you access to a wide range of extra services.
If you agree, we'll also give your details to your local network operator so they can give you appropriate support if there are interruptions to your power supply.