Last Updated: 29 March 2026
1. Introduction
At Lytii, we are committed to providing reliable, full-fibre broadband to everyone across the UK. We understand that some of our customers may experience circumstances that make them vulnerable, either temporarily or permanently. This policy outlines how we identify, support, and protect our vulnerable customers to ensure they receive the same high standard of service and connectivity as everyone else.
This policy has been developed in accordance with Ofcom’s General Conditions of Entitlement, specifically General Condition C5, which requires communications providers to establish and comply with policies and procedures for the protection of vulnerable customers.
2. Defining Vulnerability
We recognise that vulnerability can take many forms and may be caused by a variety of factors. A customer may be considered vulnerable if their personal circumstances mean they are more likely to suffer detriment or require additional support when using our services.
These circumstances may include, but are not limited to:
- Age: Older customers or young people living independently for the first time.
- Physical Disability: Hearing, sight, or mobility impairments.
- Mental Health: Conditions such as anxiety, depression, or memory loss.
- Cognitive Impairment: Learning difficulties or dementia.
- Communication Needs: Customers for whom English is not a first language or who have speech impairments.
- Life Events: Bereavement, relationship breakdown, or sudden financial hardship.
- Location: Living in a remote area where connectivity is a vital lifeline.
Vulnerability can be permanent, temporary, or fluctuating. We treat every customer as an individual and adapt our support to meet their specific needs.
3. Identifying Vulnerable Customers
To provide the right support, we need to know if a customer requires extra help. We identify vulnerability through:
- Self-Identification: Customers or their authorised representatives can notify us of a vulnerability at any time via our website, telephone, or email.
- Customer Interaction: Our team is trained to listen for signs of vulnerability during conversations (for example, confusion about bills, difficulty communicating, distress, or concerns about safety) and proactively offer support where appropriate.
- Third-Party Referrals: With the customer’s consent, we accept notifications from carers, family members, or organisations such as Citizens Advice.
- Service Indicators: Where appropriate, we may identify potential vulnerability from service-related indicators (for example, repeated missed appointments due to mobility issues, a customer stating they rely on connectivity for health or safety, or requests for accessible formats). We will always check with the customer and record any support needs only with their explicit consent.
3.1 Lytii Vulnerability Register
With the customer’s explicit consent, we can record agreed support needs on a customer’s account (a “vulnerability register” flag) so we can:
- reduce the need for customers to repeat sensitive information;
- tailor communications and contact preferences (for example, email only, large print, slower pace, or a nominated contact);
- prioritise fault handling where a customer relies on the service for essential health or safety reasons; and
- ensure staff use appropriate safeguarding steps, including additional verification where needed.
Customers can ask us to update or remove these details at any time.
4. How We Support Our Customers
4.1 Accessible Communications
We aim to make our information accessible to everyone and to communicate in a clear, jargon-free way. Upon request, we can provide:
- Contracts, bills, and policies in alternative formats, including large print, Braille, or audio.
- Support for customers using Text Relay services.
- British Sign Language (BSL) interpretation services via video link where necessary.
- Additional time and support to understand our products, charges, and any changes (for example, explaining key terms, repeating information, or providing follow-up summaries in writing).
- Contact preference options (for example, email rather than phone, or communicating via an authorised third party where appropriate).
4.2 Priority Fault Repair
For customers who rely on their Lytii broadband connection for essential health or safety reasons (for example, to support a medical alert system, remote monitoring, or essential care coordination), we offer priority fault repair.
- Triage and prioritisation: We will assess the likely impact of the fault and, where appropriate, prioritise diagnostics, engineer appointment booking, and restoration activities for customers on our vulnerability register.
- Progress updates: We will provide clear updates (in an accessible format if needed) about expected restoration times, next steps, and any appointments.
- Practical support: Where appropriate, we will discuss interim options to help customers stay connected (for example, checking in-home setup, advising on local connectivity alternatives, or other practical steps depending on availability).
4.3 Third-Party Account Management
If a customer finds it difficult to manage their account or bills, they can nominate a trusted friend or family member to act on their behalf. This can include:
- Authorised contact: permission for a named person to discuss the account with us and help the customer manage issues.
- Third-party bill management: sending bills/communications to a nominated person (where appropriate and agreed).
- Formal authority: accepting a Power of Attorney or other legal authority, where provided and verified.
We will take steps to verify authority and protect the customer from unauthorised access.
4.4 Financial Hardship and Debt
If a customer is experiencing financial difficulty, we encourage them to contact us as soon as possible. We will work with them (or their authorised representative) to find a sustainable solution, which may include:
- Flexible payment plans.
- Moving to a more affordable Lytii social tariff (where available).
- Temporary suspension of late payment fees (where appropriate).
- Reviewing whether disconnection can be avoided or delayed while a plan is agreed (where appropriate and permitted).
- Referrals to independent debt advice organisations.
4.5 Additional Support for Sales, Switching and Contracts
If a customer may be vulnerable, we will take extra care to ensure decisions are informed and free from pressure. This may include:
- checking understanding of key terms (price, minimum term, installation, and any early termination charges);
- offering to provide information in writing before the customer commits; and
- encouraging customers to involve a trusted person if they would like support.
4.6 Security and Home Visits
When a Lytii engineer or representative needs to visit a customer’s home, we ensure:
- All staff carry clear identification.
- A password scheme is available, where the customer sets a unique password that the engineer must quote before being granted entry.
- We can add reasonable visit notes (with consent) to help keep customers safe and comfortable (for example, mobility access needs, hearing/communication preferences, or a request to call ahead).
5. Staff Training
All Lytii customer-facing staff undergo regular training to help them identify vulnerability and respond with empathy and professionalism. Our teams are trained to handle sensitive information with care and to explain our services in clear, jargon-free English.
6. Data Protection and Privacy
We take the privacy of our vulnerable customers seriously. Any information regarding a customer’s health or personal circumstances is treated as sensitive personal data under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We will only record details of a vulnerability on a customer’s account with their explicit consent. This information is used solely to ensure we provide the appropriate level of support and is never shared for marketing purposes.
7. Contacting Us
If you or someone you know requires additional support, please get in touch with our dedicated support team:
- Website: lytii.com/help
- Email: help@lytii.com
- Registered Address: Suite 70, 60 Tottenham Court Road, London, W1T 2EW, United Kingdom.
8. Policy Review
This policy is reviewed annually to ensure it remains effective and aligned with the latest Ofcom guidance and industry best practices.
Last Updated: 29 March 2026
For legal questions about this policy, please email: legal@lytii.com