We get better connected

We have become the first Distribution Network Operator (DNO) to sign up to a suite of applications that improve website and customer service accessibility.

ReciteMe helps customers with sight impairment, language barriers and many other visual disabilities use WPD’s website. SensusAccess, also known as Robobraille, enables customers to get any online document or webpage translated into any format, such as Braille, mp4 or e-book.

InterpreterNow and the Next Generation Text Service and its NGT Lite App help deaf or hard of hearing people access customer services. All of these new options are found on our accessibility pages.



WPD’s Contact Centre Manager Chris Griffiths explains: “Providing world class levels of customer service is vital to the way WPD does business, which is why we are committed to constantly improving the services we offer our customers.

“We are always looking to identify new and innovative ways of communicating with our customers. These apps are great tools to help us connect with and respond to customers.”

We also host British Sign Language (BSL) videos on our website and have an automated text messaging service for hearing impaired customers, supported by Text Local, for use during power cuts.

The technological solutions are supported by training in BSL and specialist deaf awareness training for Contact Centre colleagues. Our ongoing commitment to greater accessibility has seen it receive the Louder than Words Charter Mark from Action on Hearing Loss for seven consecutive years. The charity has also highlighted our work in our national report Working for Change.

DNOs are the electricity companies that look after the cables, lines and other infrastructure that transports electricity from the National Grid to customers’ homes. They are the companies to call if there is a power cut but they are not responsible for bills.

We are the DNO for the Midlands, South West England and South Wales, responsible for delivering electricity to approximately 7.8 million customers in the UK. We operate a Priority Service Register for customers who might find themselves particularly disadvantaged by power cuts. More details are available here.