EECC – Customer Vulnerability Information Disclosures

At Radius, we are dedicated to treating all of our customers with care, respect and fairness. We understand that some customers may face challenges that make managing their telecoms services more difficult, whether due to physical or mental health conditions, financial hardship, disabilities, or other personal circumstances.

Our Vulnerable Customers Policy outlines our commitment to providing extra support to those who need it, ensuring that all customers receive the appropriate level of service and care, especially in times of need. To ensure that we can provide you with the best possible care and support when you need it, you have the option to add a ‘flag’ to the account. This will allow us to be aware of your support needs when you contact us, and ensure that you don’t need to repeat information each time you contact us.

Communicate with us

We recognise the importance of providing customers with options to contact us in a way that suits their individual needs.

Prefer to speak to someone on the phone: you can chat to a member of our client services team on  0330 818 5000.

Prefer to communicate in writing: you can speak to a member of our client services team by emailing telecoms.cs@radius.com

Sign Video: for British Sign Language (BSL) users, Sign Video allows you to sign to an interpreter over webcam, and the interpreter speaks to our advisor.

Relay UK: if you’re deaf, hard of hearing or speech impaired, you can use Relay UK to make calls. A trained relay assistant will read out your message to the person you’re calling, and/or type out their reply for you to read.

Health and accessibility needs

Access to directory information: if you’re unable to read or hold a telephony directory due to illness or disability, you can apply for free directory assistance and information from BT Directory Assistance. You will need to fill out a simple application form, which can be accessed by calling 0800 587 0195.

Specialised communications: we can provide communications in formats such as large print free of charge. Please contact our client services team either by phone on 0330 818 5000, or by email at telecoms.cs@radius.com to request your communications in this format.

Priority fault repair for landline services and broadband: if you depend on your home phone and/or broadband for medical reasons, please contact our client services team either by phone on 0330 818 5000, or by email at telecoms.cs@radius.com.

Third-party bill management: if you have difficulty managing your account, you can nominate a friend or relative to act on their behalf with bill management. Get in touch with our client services team if this is something you’d like to set up.

Financial support

If you have missed a payment or are struggling to pay your next bill, our team is here to help. You can discuss options like setting up a manageable payment plan, changing your payment date, or reviewing your contract terms. Simply contact us by phone on 0330 818 5000, or by email at telecoms.cs@radius.com.

As your contract nears its end, we’ll notify you of the best available deals, ensuring you always get the best rate.

For free and independent advice, you can reach out to these organisations:

Citizens Advice: provides free, impartial advice on a wide range of issues, including legal and financial.

National Debtline: offers free, confidential and independent advice on dealing with debt.

Money Helper: offers free guidance and tools to help people manage their money, covering topics like budgeting, debt and pensions.

StepChange Debt Charity :offers free, expert advice and debt management solutions to help people regain financial control.

Mental health support

We can help by allowing a trusted friend or family member to help manage your account if you are struggling to keep on top of things and need some additional help.

Additionally, there are many support organisations that can help provide specialist support such as:

Mind: provides support, information and advocacy for those experiencing mental health challenges.

CALM: offers support and resources to those struggling with their mental health.

Samaritans:provides confidential, 24/7 emotional support for anyone struggling to cope, especially those feeling distressed or suicidal.