Improving accessibility for blind consumers: Amy’s experience with Support Hub

Can you describe your personal circumstances and how they affect your interactions with essential service providers?

I am blind which means I can’t easily access printed letters independently. So I rely on alternative formats to receive information from service providers. If a service provider only sends information in a printed letter in the post I have to wait until I have sighted assistance to read the letter. This can be really stressful especially when it’s about billing information or a change to a service. I also find it frustrating being unable to manage my accounts or services independently and needing to rely on someone sighted in person or via video call.

What specific adjustments and support from service providers would make your interactions with them easier and more effective?

It’s simple, sending information via email, calling me or having an accessible app where I can check updates helps me manage my account and services independently. It also really helps when service providers have a record of my access needs as a blind customer. So for example being able to offer a technician to do a meter reading or noting that I might want to have a bank card with tactile features. This makes me feel valued and understood as a customer.

Have you used Support Hub? If so, could you share your experience with us? Additionally, how do you think this service can better support consumers with specific needs?

I signed up to Support Hub because it’s a fantastic time saving resource. Instead of having to individually contact services or businesses, my profile and needs are efficiently communicated. When a business is part of Support Hub it also demonstrates to me as a blind customer that they are proactively thinking about how best to support disabled and vulnerable people. It also means I can expect a commitment to delivering the adjustments I need, and accountability when it doesn’t happen. As a disabled consumer this builds essential trust between me and a business. I think Support Hub offers a unique opportunity for businesses and services to learn more from disabled and vulnerable customers. I hope that through Support Hub more services will work with us, better understand our needs and deliver quality customer support.