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Voice of the customer report: Utilities and Technology

Insights into the lives of blind and partially sighted people in the UK and the issues that matter most to them. Key insights cover VI people’s experiences with Utility providers, and the benefits and barriers to using technology.

Key findings

  • Many people with sight loss who are eligible to be on the Priority Services Register for utility companies, with all the benefits that it entails, are either unaware it exists or unsure if they are eligible. Most of those that are on it are not aware of the full range of support offered.
  • Utilities customers with sight loss use the internet and email to access information and make contact with providers less than the general population. A significant portion experience accessibility issues with suppliers’ websites and close to half are not receiving information in their preferred format.
  • Technology enables blind and partially sighted people to have access to information, connect with the outside world, and feel equal to their sighted peers, but the barriers of confidence, capability, and cost – amongst others – need to be tackled to unlock these benefits for more people.