Supporting vulnerable customers
Supporting vulnerable customers
COVID-19:If you are a shielded patient or need additional support from us due to Covid-19 please call our dedicated line on 01482 602128.
Deafness and hearing impairments
There are 11 million people with hearing loss across the UK, that's around one in six of us.Find out more
Blindness and visual impairments
There are almost 2 million people living with sight loss in the UK.Find out more
Nearly 20% of the population experience communication difficulties.Find out more
Mobility and dexterity impairments
Your ability to move about can impact how you communicate.Find out more
Do you have trouble remembering, learning new things, or making decisions?Find out more
Mental health problems
Common mental health problems include anxiety, depression, and bipolar affective disorder.Find out more
Register for audio, braille or large print bills and contract
KCOM takes privacy seriously. The personal data we collect, the way in which we will collect it and how we use that personal data will depend on the reason for which we have gathered it in the first place. For more information on how we will use personal data, please click here.
Lasting Power of Attorney
What is Lasting Power of Attorney?
A Lasting Power of Attorney (“LPA”) is a legal document that lets someone choose one or more trusted people (“Attorney(s)”) to make decisions on their behalf either immediately or when they lack mental capacity. The Attorney is usually a family member, a friend or a solicitor. It gives you more control over what happens if you have an accident or an illness and can’t make your own decisions i.e. if you lack mental capacity. There are two types of LPA: “health and welfare” and “property and financial affairs”. Only a property and financial affairs LPA is valid in relation to a telecoms account.
How to request a form
Setting up and using a LPA is straightforward. First, you will need to choose a person you feel confident will carry out your wishes. This doesn’t have to be a spouse or family member, but make sure it’s someone you trust. You can name more than one person if you want, as long as they’re 18 or over and fully understand the role they’ll be doing.
What is a Deputy Court Order?
A Deputy Court Order (“DCO”) is a legal document giving one or more people (“Deputy / Deputies”) authority to make decisions for another person who lacks mental capacity (“Client”). A judge at the Court of Protection will only issue a DCO when there is evidence a Client lacks mental capacity. Deputies can act for the Client as soon as the DCO is issued. The DCO will list the types of decisions Deputies can make for the Client.
Deputies are usually adult relatives or friends of the person lacking mental capacity. Anyone over 18 can apply to the Court of Protection to become the Deputy for a specific person but applying does not mean they’ll automatically be chosen.
Deputies must account to the Office of the Public Guardian every year to show how they’ve managed the Client's property and finances, and what decisions they've made on the Client's behalf.
Let us know about it
Once a LPA is registered with the Office of the Public Guardian or a DCO is issued by the Court of Protection, please contact us to let us know. You will need to provide the access code given by the authority when you registered a LPA.If you have been LPA prior to September 2019:
You will need to send us the document confirming this. It can be a copy or the original document. Please make sure to send every page of the document otherwise we won’t be able to process your request. The address to write to us is:
KCOM Customer Services
37 Carr Lane
If you decide to send us the original document, please provide an address for us to return it to you.
Alternatively, you can scan the document and send a copy to us by email at email@example.com.
Get in touch online or by phone
Find out about the different ways that you can get in touch with us online or by phone, including our dedicated phone number for vulnerable customers and NHS employees.Contact us
Contact us through a sign language interpreter
If you'd like to contact us through a British Sign Language Interpreter, click the button below to learn more about the InterpretersLive! Service.Find out more
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Suggestions and feedback
If you would like to contact our KCOM disability champion with suggestions or concerns about our services for disabled customers, you can email us at email@example.com