Supporting vulnerable customers

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.

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.

Once you've made your choice, you need to fill in a LPA form. You can download a print version or complete an online form.

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.

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 the LPA was registered on or after 17 July 2020, your activation key is in the letter you got telling you the LPA had been registered.  If the LPA was registered on or after 1 January 2016, you can obtain  a new or replacement activation key by visiting https://www.gov.uk/use-lasting-power-of-attorney.  You’ll need the LPA reference number.

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
1st Floor
37 Carr Lane
Hull
HU1 3RE

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 through our contact us form, selecting the option 'Attachment requested by KCOM'.

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