Accessibility

This accessibility statement applies to the website https://www.ukpowernetworks.co.uk/.

This website is run by UK Power Networks. We want as many people as possible to be able to use this site. For example, that means you should be able to:

• change colours, contrast levels and fonts
• view the website in both portrait and landscape orientation on mobile
• zoom in up to 400% without the text overlapping for most content
• navigate most of the website with keyboard only
• listen to most of the website using a screen reader such as JAWS or NVDA
• navigate most of the website using speech recognition software

Our accessibility partner, AbilityNet, has advice on making your device easier to use if you have a disability.

We know some parts of this website are not yet fully accessible. For example:

• Some forms may not be accessible to users relying on screen readers and other assistive technology
• Some images may not be accessible to users relying on screen readers
• There are some issues related to resizing and text spacing which users may need to use to access the content more easily

Below, you'll find a list of improvements needed for our web pages to enhance accessibility for users with disabilities under Technical information about this website’s accessibility.

We work with partners and customers to make our website accessible for everyone. We are committed to continually improving accessibility to meet the needs of all users and comply with current legislation.

We use Recite Me which is an interactive toolbar with text-to-speech, reading and translation support. It also features helpful tools for people with visual impairments and hidden disabilities. This feature can be opened via the top right menu on the screen. To find out more about the interactive toolbar, you can visit Recite Me's website.

If we need to make any adjustments to help you access our services or if you need extra help during a power cut, please sign up to our Priority Services Register. We offer a wide range of tailored support options, all for free. To find out more and sign up, please visit the Priority Services Register page.

Listed below are some of the accessibility services we currently offer to help us communicate with our customers.

• Email: psr@ukpowernetworks.co.uk
• Telephone: 0800 169 9970

Please let us know if there are any other adjustments we can make for you to make our services more accessible by writing to psr@ukpowernetworks.co.uk or contacting us through any of the other methods below.

We provide services for a diverse community, many of which may require support to communicate in English.

Ways we can help:

• Our customer service team uses LanguageLine. This offers real-time professional interpretation and translation services in over 290 languages for customers who call us.
• Our engineers also have access to a mobile app that allows customers and our engineers to have a three-way conversation with a translator in real-time. 
• Our Priority Services Register application form can be downloaded in multiple languages. Go to our resources and downloads page for more information.

Ways we can help:

• We can provide you with large-print, Braille and audio paperwork and literature. You can order these by emailing: psr@ukpowernetworks.co.uk or you can also call us 24/7 on 0800 169 9970 (free to call from a mobile or landline).

We ensure that our information is available to people with a learning disability in a clear way. 

Ways we can help:

• If you would like any of our booklets in EasyRead, please contact us at psr@ukpowernetworks.co.uk.

• You can download our EasyRead Priority Services Register application form.

Ways we can help:

We offer a 24-hour Text Relay service for customers who are deaf, hard of hearing or have any other communication difficulties. Using your textphone dial 18001 followed by the telephone number you need. This will connect you to a text relay operator.

• If you have a power cut Text Relay 18001 0800 31 63 105

• If you need to move or connect electricity cables Text Relay 18001 0800 029 4280

• If you have a general enquiry Text Relay 18001 0800 029 428

• If you want to make a complaint Text Relay 18001 0800 028 4587

You can also get in touch with us via Facebook, X (Twitter) and WhatsApp.

We also use Video Relay. We have partnered with SignVideo to offer a free Video Relay service 24 hours a day.

Watch our British Sign Language and subtitled help and support videos below or watch them all in a playlist on YouTube.

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, please use our web form to contact us.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons:

This statement was last reviewed on 8th April 2024.

This website was last tested on 22/03/2024. The test was carried out by AbilityNet.

Read the full accessibility test report.