A responsible business Our customers and suppliers

Our customers

The Hull and East Yorkshire region is the birthplace of our business and we are proud to play our part in local life in the area. Unemployment rates in Hull are high in comparison to England as a whole so this has strengthened our resolve to support the local economy wherever we can.

Tackling digital exclusion

The government has highlighted 'digital exclusion' as a key risk facing the UK at the current time. People may be digitally excluded due to a lack of internet access or a lack of digital skills. Digital inclusion results in people feeling more connected with their families and communities, increases the  job opportunities available and even enables people to save money through shopping online, and to access government services that are increasingly moving online.

We are looking to help tackle digital exclusion in a number of ways:

  • Making a significant investment in the provision of superfast broadband, to enable people to communicate and do business online
  • Introduced new products and packages that provide low cost PCs, tablets or laptops to new customers
  • Launched our cheapest ever broadband package to encourage more people to get online
  • Run regular online skill sessions at our Carr Lane office inviting people to drop-in to learn new digital skills;
  • Work with local councils and other organisations to provide equipment and volunteers to run courses and digital drop-in sessions 

Supporting vulnerable customers

We make sure that vulnerable residential customers can get access to affordable phone services, and we’re committed to helping all our customers keep in touch more easily. We provide products and services for our vulnerable customers.

  • For customers who have difficulty reading our standard printed material, we offer large print, Braille or audio contracts, bills and other customer communications
  • We offer a free directory enquiries service for customers who are unable to easily used a printed Directory due to an impairment
  • Customers who receive unwanted calls - especially silent, malicious or nuisance calls - can register for help in dealing with these types of calls
  • If a customer is unable to leave their house due to disability or illness, a telephone or a broadband service might become a vital lifeline so we offer a free priority repair service for customers who may be at risk in the unlikely event of a fault occurring on their line
  • We offer an online video service that allows customers who are deaf, hard of hearing, speech-impaired to communicate with our customer service team using British Sign Language (BSL) via a fully qualified interpreter
  • Those customers with hearing impairment and / or speech impairment have the option of contacting the emergency services by text from their mobile. However, you will need to register your mobile phone first with the emergency SMS service by texting the word ‘register’ to 999 (https://www.ngts.org.uk/how-to-use-ngt/contact-999-using-ngt.html)
  • We want to make sure that customers on a limited budget can afford a phone service. Our social access package light user scheme gives low-cost line rental and inclusive calls for customers who receive certain benefits

Helping customers stay safe on-line

We want our customers and their families to be safe when using the internet so we encourage our new and existing customers to sign up to our free parental control service. The service means families can decide whether or not to filter certain categories of content. If they wish to, they can choose from a number of profile suggestions that give the option to block adult websites and other content they consider inappropriate.

We have also provided funding to a local theatre group to develop and perform plays addressing cyber bullying and online grooming. These plays have been performed to primary schools across the Hull and East Yorkshire region to teach children about the importance of online safety.

We're members of the Internet Watch Foundation, an international organisation focused on making the internet a safer place.

Our suppliers

We expect the partners and suppliers we work with to share the same ethics and standards as us. This means our customers can be confident that goods and services they buy from us have been developed responsibly; lawfully; in decent working conditions; without exploiting the people who make or deliver them and without damaging the environment.

We have a Supplier Code of Conduct which all of our suppliers and partners are required to follow. We have regular meetings with our key suppliers and work closely with them to ensure that we understand the way in which their business operates and their approach to sustainability and their own corporate responsibility.