Accessibility settings
Getting extra help and adjustments
At Citizen, we want our services to work for everyone. But we know sometimes life can make things a bit harder. If you need a little extra help for a short while, or ongoing support to make sure you can use our services easily and safely, talk to us as we may be able to help.
Telling us about your needs
When we understand your situation, we may be able to make small but important changes – called reasonable adjustments – to make things easier for you.
You can tell us about needs such as:
- A broken leg
- Bereavement
- Money worries
- Disability
- Long term illness
- Age related needs
We’ll always keep your information private and only use it to help us support you.
Reasonable adjustments we can make
Everyone’s situation is different, but some of the ways we can help include:
- Sending letters in large print, Braille, audio or another language
- Giving you extra time for appointments or to get to the door
- Sending letters to an advocate as well as you
- Helping you access other support services
- Providing help with aids and adaptations in your home
If you need something different to our usual service, please just ask – we’ll always do our best to help.
How we collect and use this information
You can let us know about your needs or request information in a different format by:
- Calling our Customer Experience Centre on 0300 790 6555
- Logging in to My Account online
Your information is stored securely and only used to help us make the right adjustments.
Data collected through My Account is processed in line with UK GDPR, the Data Protection Act 2018 and our Privacy Policy.
Knowing about your circumstances can also help us keep you safe.
For example, if you live in a high-rise building, we can create a Personal Emergency Evacuation Plan (PEEP) so that, in an emergency, we know what support you need to evacuate safely.
Accessibility across our services
We’re committed to making our services easier to use for everyone. Here are some of the accessibility features we offer:
- Multiple ways to contact us – by phone, online or in person
- Reachdeck support on our website to read content aloud or translate it (you can find this in the bottom right of your screen)
- Our Ask Citi chatbot available in two languages
- Accessible formats for documents and letters on request
If there’s another way we can make things easier for you, please let us know, we’ll always look at what’s possible and do our best to help.
Find out more
You can read our full Vulnerability and Reasonable Adjustments Policy here.