Accessibility services

Need help getting the most out of your account? Here's how we can support you.

Accessibility services

Need help getting the most out of your account? Here's how we can support you.

Get help with your account


Register your needs or personal circumstances

If you haven’t done so already, tell us about any disabilities or additional needs you have and we’ll make a note of them on your account. This will allow us to tailor our service to your needs the next time you call us.

Find out how to register your additional needs


Alternative bill formats

Get your bills and other important information in a format that's convenient for you, from Braille and large print to audio CD.

View ways to get your bill


Free priority fault repair

Get quick repairs any day of the year when you register for this free scheme. If your phone or broadband breaks, we’ll make fixing it a priority.

Learn more about our Free Priority Fault Repair Scheme


Power of attorney

If you wish to nominate a third party to help look after your account or make decisions on your behalf, you'll need to send us a power of attorney.

Find out what power of attorney we accept

Financial support

If you have money worries, just contact us and we'll work out a way to ensure you still get the very best from our services, whether you need help managing your account, controlling your calls or staying connected on a budget.


Pension Credit

Pension credit gives you extra money to help with your living costs if you’re over State Pension age and on a low income.

Find out more in our Pension Credit Guide


BT Home Essentials social tariff

Our low-cost phone and broadband package for people on certain state benefits.

Learn more about Home Essentials


Control spending on your outgoing calls

Our range of call barring services can help you save money on the calls you make from your home phone.

View call barring options


Protected Services Scheme

By joining this scheme, you can prevent your service from being cut off if you don't pay your bill due to exceptional circumstances.

Learn more about the Protected Services Scheme


If you're struggling to pay your bill

If you’re struggling with your bill, we’ll do everything we can to support you. Speaking to us early will help prevent late payment charges and possible restrictions to your account.

If you owe money now, you’ll probably have to pay part of your bill first. You can pay your bill immediately online with a credit or debit card – it’s secure, quick and easy. Call us on 0800 800 150 to discuss your options.


If you're struggling with debt

Breathing Space is a government scheme which can help relieve the pressure and stress caused by being in debt.

There are two parts to the scheme:
• Standard Breathing Space – which you apply for through a debt advisor, and which lasts up to 60 days with a review between days 25 and 35.
• Mental Health Crisis Breathing Space – which is specifically for people in mental health crisis treatment and can only be applied for with an approved mental health practitioner. It lasts for the duration of your treatment, plus 30 days.

You can only apply for Breathing Space through a debt advisor. It’s not a payment holiday, so you’ll have to pay your debts during this time, but it does prevent action against you if you’re unable to pay.


Money management support and advice

A collection of online tools and guides to help you manage your money, including benefits calculators, budget planners and price comparison tools.

View guides


More help and advice

If you need more help or support financially, several organisations offer free, independent advice, including:

  • Step Change: free online debt advice and support
  • Money Advice Trust: a national charity which helps people across the UK to tackle their debts and manage their money with confidence
  • Citizens Advice: a network of independent charities offering confidential advice online, over the phone, and in person, for free
  • The Money Map from Citizens Advice Scotland: helping you find sources of online support on immediate and essential money problems, and how to make the most of your money
  • Money Helper: impartial guidance to make your money and pension choices easier
  • Turn2us: a national charity providing practical help to people who are struggling financially

Services for hearing and speech loss


Relay UK (Text relay)

If you're deaf, hard of hearing or speech impaired, the Relay UK app makes it easier to have a conversation over the phone.

Learn more about Relay UK


Emergency SMS

A free third-party service which lets deaf, hard of hearing and speech-impaired people in the UK send an SMS text message to UK emergency services (999 and 112) at no cost.

Learn more about Emergency SMS


Contact us using British Sign Language (BSL)

A step-by-step guide to contacting BT using the Interpreters Live video service.

Contact us using BSL

Need more help?