Mobility Policy

Physical mobility can sometimes be limited due to injury, illness, or simply the natural aging process.

Regardless of the cause, there may be times when a task we request may be challenging for you. For example, our technical support team might ask you to go to the equipment we have supplied and perform some simple tests which may be difficult to access due to mobility restrictions.

We can assist with this (see our priority fault service below) or one of our technical support team members will be happy to provide guidance.

Help & support we can provide

Priority Fault Repair Service

If you rely on your broadband service and experience a fault, you may be eligible for our priority fault repair service.

We will prioritise your repair over standard service levels, but certain circumstances, such as extreme weather conditions, may delay repairs.

Once confirmed, you’ll receive priority repair services when reporting a fault, even if you haven’t registered in advance.

Free Directory Enquiries

If you are blind, partially sighted, or find using a telephone directory difficult, you can benefit from the 195 service.

To access this free service, you must register by completing a simple application form. You can obtain the form by calling 0800 587 0195 and requesting it to be sent to you. The form will ask for some personal details and must be countersigned by someone who knows you, such as a doctor, nurse, or other medical professional.

Once approved, you can use the 195 service free of charge by dialling 195. An operator will look up the number for you, and if you wish, they can connect you to the number directly. The call will be charged according to your Bentley Telecom call package.

Third-Party Nominee

If you need help managing your account, you can nominate a trusted friend or relative to be listed on your account. This person can handle all aspects of the account on your behalf, without becoming liable for the bill.

To set this up, please use the form below or visit our Contact page for alternative methods.

Additional Resources

The following organisations provide valuable support and information related to mobility and disability:

• Global Accessibility Reporting Initiative (GARI)

• SCOPE

• Disability Rights UK