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replaced by gud_pro_specialassist.pdf on 29/05/08
 | | SERVICES FOR DISABLED OR ELDERLY CUSTOMERS
GUIDANCE TO COMPANIES
MARCH 2001
SERVICES FOR DISABLED OR ELDERLY CUSTOMERS
GUIDANCE TO COMPANIES
REVISED MARCH 2001
1. Introduction 1. The Director General of Water Services has a duty to take account of the needs of disabled water customers and those of pensionable age. It is recognised that because of age, disability or illness, some customers may require specific assistance in the way water and sewerage services are delivered to them, to ensure that so far as possible they are not disadvantaged in comparison with other customers. This document contains the Director General's guidance to water and sewerage companies on the essential elements of company policy and procedures to meet the needs of such customers.
2. Companies must now take in to account the provisions and requirements of the Disability Discrimination Act 1995. These guidelines will help companies to fulfil their obligations under the Act, but do not aim to advise water companies on how to meet all the necessary requirements, which the companies should consider and plan for separately.
2. Register of customers with specific requirements a. customers who are particularly vulnerable during supply interruptions, such as those whose health could be put at risk or those with mobility problems who may be unable to reach bowsers or alternative supplies.
AND
Customers who are particularly vulnerable during actual or potential drinking water contamination incidents, when advice to boil water for drinking, or advice not to use water for drinking or cooking, is issued while supplies are maintained for other purposes.
b. customers who may have problems in communicating or receiving information in the usual format provided by the company. These might include deaf, vocally impaired, partially sighted or blind customers and customers with learning difficulties.
c. customers who may be vulnerable to callers fraudulently claiming to be company representatives.
d. customers who may require assistance in understanding their bills and/or making arrangements for payment. This would include those with learning difficulties or mental illness.
2.3 The Register should also include details of any household containing someone who may fall into categories (a), (b) or (c) and who may, as a result, require specific assistance at certain times, even though they may not be the person who receives the bill.
2.4 The Register should contain only the information which is necessary to ensure effective service delivery and which has been volunteered by the customer (or their carer where appropriate). Companies should ensure that the operation of access to the Register complies with the Data Protection Act.
2.5 The Register should be open for registration to anybody who has a need for one of the services offered by the company, regardless of their age or (lack of) disability, where appropriate. For example, anyone concerned about personal security in the home should be entitled to register for a password scheme.
The registration form should be simple and clear to ensure that customers are not discouraged from registering due to difficulties with the form, the company might include a telephone number in its application form advising customers to call if they would prefer to register by telephone. Where the option of registering by e-mail, text phone or minicom is available this should be mentioned on the form. There should also be arrangements in place to enable carers to add the names of clients to the Register where necessary (e.g. for customers with learning difficulties or mental illness).
2.6 The Register must be kept confidential and should only be used in order to ensure that customers receive a specialised service where this is necessary. All information should be kept confidential within the company and should be accessible only to staff who need to use it.
7. The Register should be used to ensure that customers receive the specialised service they require at every stage by the water company. For example, where a customer has requested that bills are provided in Braille, it should be clear that all future correspondence will need to be provided in the same format, unless the customer requests otherwise or another format is more appropriate (e.g. in an emergency).
8. The Register might also be used as a means of ensuring that customers only have to request specific services once. Where customers move house within the area and inform the company that this has happened, the Register can be used to ensure that the service they requested in their previous residence is carried through to their new address. Companies should consider at what intervals it would be appropriate to check with customers that additional services are still required. Customers who notify the company that they are leaving the area should be advised (where possible) that they will need to re-register with their new water company.
3. Customer awareness of adapted services available1. Companies should ensure that customers who may need assistance, or specially adapted services, are aware of the services which are available. Companies should take reasonable steps to inform all customers of the availability of the adapted services offered.
2. In order to ensure successful uptake of the services offered to customers with a need for services adapted to their disability or age, companies should produce a strategy to ensure that all customers are aware of the availability of the services offered. The strategy should include periodic circulation (e.g. once every two years) to all customers of one or both of the following: a. A leaflet outlining in simple terms (and in appropriate print size and colours, such as those recommended by RNIB) the principal services available.
b. A questionnaire inviting customers to register their request for a specially adapted service.
The company should make reference in its standard billing literature to the fact that it has a number of services available to customers with disabilities, and indicate where customers might obtain more information on those services.
1. To supplement the simple literature set out above; a more detailed document should be available explaining the specific services offered by the company in more detail. Literature should be updated regularly with any changes in the services offered. Customer facing staff should be kept up to date with the contents of this document and should offer services pro-actively where they feel this might be appropriate
2. Communication links with local offices of national organisations such as the Royal National Institute for the Blind (RNIB) , Royal National Institute for the Deaf (RNID), MENCAP and Age Concern, as well as, where possible, distributing copies of its specific literature to Local Authorities and small locally based groups for customers within its region are important in helping to ensure that customers learn of the services available. These groups are often a useful source of information and advice to individual customers. Many deaf customers either born deaf, or deaf from an early age will have sign language as their first language and may have difficulties understanding written and spoken English. Communication with their representative organisations, such as the British Deaf Association or local deaf societies will help make appropriate provision for these customers. The use of a sign language video or workshops for local signers may prove useful.
3. Companies should consider the range of information available to customers moving into their area. Where a new Homeowners Pack is produced, it should include a copy of one of the leaflets concerning specially adapted services for customers with disabilities, or a reference to that leaflet and how to obtain it, in order to ensure that customers are aware of the range of services available.
4. Companies should also consider the use of other methods to publicise the existence of the customer register and services such as a password scheme. This could include the use of local facilities such as free local newspapers, radio stations, libraries, Consumer Advice Bureaux, doctors' surgeries and community centres.
4. Identification of company personnel
1. To ensure that elderly and disabled customers feel secure when visited by company staff, they should be offered the opportunity to choose a unique password, given only to members of staff who need to know it in order to verify the identify of the staff before they are allowed into the customer's home.
2. Although other methods of identifying staff such as uniforms, company logos on vehicles and identification cards are useful, experience has shown that the most effective method of providing the necessary security is the password system. Many companies now offer a password system although the operation of these varies. The most secure method so far would appear to be one where the customer chooses his or her own password which he or she gives to the company who passes this on to the visiting employee. The customer should be able to update their password at any time. Systems where the company gives the customer his or her password are more open to abuse. Vulnerability to unwanted callers may not be confined to elderly or disabled customers and water companies should ensure that their password system is available to any customer who wishes to use it.
Companies should ensure that deaf customers who wish to make use of the password system are able to do so, either through the use of a written password or other communication arrangements made for their specific use.
In developing and operating a password system, it is sensible for companies to liaise with other utility companies in their area who may offer a similar system.
4. Communication of information concerning services 1. Companies should ensure that all customers have access to information essential to them as customers. The information should be available to them in a form which they can use.
2. Essential information is any information which the companies consider customers should have concerning their water service. This would include billing literature, information on metering, any information provided in connection with a supply interruption and water quality incident, information on timing and methods of payment and how to contact the company. Companies should consider which are the main and most widely used items of their customer information and make these available to customers with disabilities in a form which they can use.
3. For blind and partially sighted customers, the usual alternatives to standard print are cassette format, large print, or Braille. The cassette format may have the widest application and can also be helpful for customers with learning disabilities. Companies should consider how they present information in cassette format. The customers will be interested in learning of the most important information first (for example when sending a cassette bill customers will be most interested to know the amount earlier on, rather than the details of their account number and amount of water used etc)
Large print (14 point minimum) notification should be used on all standard literature advising customers that literature is available in alternative formats such as Braille or cassette. This notification should be placed where it can be easily seen.
Some customers prefer a personal phone call or visit to any of the methods of communication described above. Companies might consider whether they are able to offer this service in certain circumstances.
Companies should have arrangements set up to communicate with their blind and deaf customers, and those with learning difficulties in the case of an emergency such as when advising customers to boil water or giving notice of a planned interruption. This contingency should also cover households where blind or deaf residents live, even though these people may not be in receipt of the bill. Companies should set out what these special arrangements might be in their communication with customers concerning need for specially adapted services.
Companies should make arrangements for communication with customers with speech or profound hearing impairment other than in writing. For example, the company could register with the Typetalk facility or provide the use of a minicom or textphone. Where this is done, companies should ensure that sufficient staff are trained to use the equipment and that it is placed in a location where it will be noticed and calls will be answered.
Companies should make arrangements to ensure that when literature is reviewed and updated, the versions available to people with communication difficulties are also revised and updated. The number of staff with training on specialised equipment should also be kept under review to ensure that staff turnover does not reduce the ability of the company to communicate with its customers.
Companies should ensure that they have the facilities to respond to enquiries from customers with speech or hearing impairments made by fax or email in the same format and with appropriate speed (this may mean the provision of a dedicated facility for this purpose). That is to say that an enquiry by fax should be answered with a fax (unless the customers requests otherwise) but within the standards of performance relating to the speed with which a telephone enquiry should be answered.
The Internet can be a useful communication tool for many customers with hearing or sight impediments. For the latter group, software is available which enables customers to access and read e-mails and information from web sites, for example by converting to Braille. RNIB has issued guidelines on ensuring that websites are easily accessible to customers with sight impairments which the companies might find useful. This should not, however, be the only means by which a company provides for communication with such customers.
Companies might like to consider consulting institutions such as the RNIB and the RNID on the services they could make available to customers. 5. Meter siting 1. All metered customers should be able to check their water consumption at reasonable intervals.
6.2 For the physically disabled customer, this could be achieved either by resiting meters where necessary or providing outreaders in positions which are convenient for the individual concerned. Alternatively the company may offer a meter reading service. Metered customers who are visually impaired should be advised that they may take advantage of a regular meter reading service (available quarterly). 6. Paying Bills 1. Blind and partially sighted customers should know the amount of their bills and when payment is due.
2. Options available should be the provision of bills in Braille for Braille readers, large print, or the provision of a reading service whereby details of the bill are read out to the customer over the telephone before the bill is issued, or the provision of a bill in cassette form. Other options include the use of e-mail or computer disks. Companies should make efforts to ascertain the format in which customers would prefer to receive their bills.
3. The RNIB will provide details of organisations who can produce bills in Braille or large print. They will also advise on the likely number of Braille readers in a company's area. The RNIB may also be able to advise on other available options.
4. Some customers may prefer to nominate someone to whom bills are sent and to whom contact about non-payment should this arise, would first be made. This service would also meet the needs of customers who have difficulty in managing their affairs and/or making arrangements for the payment of bills, such as those with learning difficulties. Where a customer nominates someone else to receive their bill, in the event of non-payment companies should not hold that person liable for the amount but allow more time in their debt collection timetable for the nominee to sort out any possible problem. Some companies may prefer to tailor their debt recovery approach to accommodate these customers.
5. Companies should ensure that where bills are sent out in a specified format, any further correspondence on the subject of that bill should be sent in the same format where appropriate. When a nominee has been named and payment is not made the company should make an effort to establish communication with the nominee (or the customer) in order to ensure that the bill has been received prior to issuing court action.
7. Access to buildings and recreational facilities 1. Disabled customers need to know which of the company's buildings and recreational facilities used by the public are equipped to cope with their needs, for example, by the provision of any of the following facilities:
- access to wheelchairs;
- tactile signs for blind customers;
- facilities for deaf customers;
- toilet for disabled customers
Staff should be available on site to direct customers to the appropriate signage where necessary.
1. It is recognised that companies have different policies about provision for direct contact with customers. However, the provisions of the Disability Discrimination Act will require companies to ensure that there is available access to their public buildings for customers with disabilities. Companies should also take steps to ensure that customers are aware that access is available to these buildings and that appropriate facilities are provided.
4. Provision of advice 1. Whereas companies cannot be expected to provide expert advice on aids and adaptations to kitchen and bathroom equipment, they should be able to advise customers where expert assistance is available.
2. Local Authority Occupational Therapists have the primary responsibility for giving advice on appliances and equipment. They can also give advice on the availability of grant aid. Local Authority Sensory Impairment teams also deal with equipment for blind and partially sighted customers. Other sources of advice are the Disabled Living Foundation in London and Disabled Living Centres. Companies should make contact, where possible, with organisations in their own local communities which may be able to provide advice to customers.
NAMES | ADDRESSES | NUMBERS |
| Action for Blind People | 14-17 Verney Road
London
SE16 3DZ | Tel: 020 7732 8771
Fax: 020 7639 0948
Email: info@afbp.org |
| ADAPT (Action for Differently Abled People in Tynedale) | The Farnington Centre
Corbridge Road
Hexham | Tel: 01434 600 599 |
| Age Concern | Ruskin Chambers
191 Corporation Street
Birmingham
B4 6RP | Tel: 0121 236 1464
Fax: 0121 236 2499
Email: ageconcernbirmingham@lineone.net |
| Age Concern Cymru | 4th Floor
1 Cathedral Road
Cardiff
CF11 9SD | Tel: 029 203 71566
Fax: 029 203 99562
Email: enquiries@accymru.org.uk |
| Alzheimer's Society | Gordon House, 10 Greencoat Place, London, SW1P 1PH | Tel: 020 7306 0606
Helpline: 0845 300 0336
Fax: 020 7306 0808
Email: info@alzheimers.org.uk
Website: www.alzheimers.org.uk |
| Association for Spina Bifida and Hydrocephalus | ASBAH House
42 Park Road, Peterborough
PE1 2UQ | Tel: 01733 555 988
Fax: 01733 555 985
Email: postmaster@asbah.demon.co.uk |
| Barnardos | Tanners Lane
Barkingside
Ilford
Essex 1G6 1QG | Tel: 020 8550 8822
Fax: 020 8551 6870 |
| British Council of Organisations of Disabled People (BCODP) | Lichurch Plaza
Lichurch Lane
Derby
DE24 8AA | Tel: 01332 298 288
Minicom: 01332 295 580
Fax: 01332 295 580
Email: jenny@bcodp.demon.co.uk |
| British Deaf Association | 1-3 Worship Street
London
EC2A 2AB | Tel: 020 7588 3520/3529
Fax: 020 7588 3527 |
| British Deaf Association | Shand House
2 Fitzalan Place
Cardiff
CF2 1BD | Tel: 0292 030 2216
Fax: 0292 030 2218
Email:bda3@dircon.co.uk |
| British Polio Fellowship | Unit A
Eagle Office Centre
The Runway
South Ruislip
Middlesex
HA4 6SE | Tel: 020 8842 1898 |
| British Red Cross | 9 Grosvenor Cresent
London
SW1X 7EJ | Tel: 020 7235 5454
Fax: 020 7245 6315
Minicom: 020 7235 3159
Website: www.redcross.org.uk |
| Cardiff Institute for the Blind | Shand House
Cardiff
CF11 9HB | Tel: (029) 2048 5414 |
| Carers National Association | Ruth Pitter House
20-25 Glasshouse Yard
London
EC1A 4JS | Tel: 020 7490 8818
Fax: 020 7490 8824
Helpline: 0808 808 7777
Email: info@ukcarers.org |
| Centrica | 3rd Floor North
17 London Road
Staines
Middlesex
TW18 4AE | Tel: 01784 645 219
Fax: 01784 645 296 |
| Chartered Institute of Environmental Health | Chadwick Court
15 Hatfields
London
SE1 8DJ | Tel: 020 7928 6006
Fax: 020 7928 0353
Email: cieh@dial.pipex.com
Website: www.cieh@dial.pipex.com |
| Church Action on Poverty | Central Buildings
Oldham Street
Manchester
M1 1JT | Tel: 0161 236 9321
Fax: 0161 237 5359 |
| Community Practioners and Health Visitors Association | 40 Bermondsey Street
London
SE1 3UD | Tel: 020 7939 7000 |
| Consumers Association | 2 Marylebone Road
London
NW1 4DF | Tel: 020 7830 6000
Fax: 020 7830 6220
Email: which@which.net |
| Deafblind UK | 100 Bridge Street
Peterborough
PE1 1DY | Tel: 01733 358 100
Helpline: 0800 132 320
Fax: 01733 358 356
Email: Jackie@deafblnd.demon.co.uk |
| Department of the Environment Transport and the Regions | Transport and the Regions
Zone 3/ H20
Ashdown House
1 Victoria Street
London
SW1E 6DE | Tel: 020 7944 5373
Enquiries: 020 7944 5382
Fax: 020 7944 5398
Email: phil_terry@detr.gsi.gov.uk
Web site: www.detr.gov.uk |
| Depression Alliance | 11 Plas Melin
Whitchurch
Cardiff
CF4 2BT | Tel: 029 2069 2891 |
| DIAL UK (Disablement information and Advice Lines) | Park Lodge
St Catherines Hospital
Tickhill Road
Doncaster
DN4 8QN | Tel: 01302 310 123
Fax: 01302 310 404
Minicom: 01302 310 123
Email: dialuk@aol.com |
| Disability Wales | Llys Ifor
Crecsent Road
Caerphilly
CF83 1XL | Tel: (029) 2088 7325 |
| Disabled Living Foundation | 380-384 Harrow Road
London
W9 2HU | Tel: 020 7289 6111
Fax: 020 7266 2922
Helpline: 0870 603 9177
Minicom: 0870 603 9176
Email: dlfinfo@dlf.org.uk
Website: www.dif.org.uk |
| Down's Syndrome Association | 155 Mitcham Road, London, SW17 9PG | Tel: 020 8682 4001
Fax: 020 8682 4012
Email: info@downs-syndrome.org.uk
Website: www.downs-syndromeorg.uk |
| Drinking Water Inspectorate | Floor 2/D1
Ashdown House
123 Victoria Street
London
SW1E 6DE | Direct Line: 020 7944 5990
Enquires: 020 7944 5956
Fax: 020 7944 5969
Email: michael_rouse@detr.gov.uk |
| Environment Agency | Rio House
Waterside Drive
Aztec West
Almondsbury
Bristol
BS32 4UD | Tel: 01454 624 400
Fax: 015454 624 409 |
| Family Welfare Association | 501-505 Kingsland Road
London
E8 4AU | Tel: 020 7254 6251
Fax: 020 7249 5443 |
| Gas Consumers Association | Elizabeth House
116 Holywood Road
Belfast
BT4 1NY | Tel: 01232 672 488
Fax: 01232 657 701
Email: info@gccni.org.uk
Website: www.nics.gov.uk/gcc |
| GMB | 22-24 Worple Road
London
SW19 4DD | Tel: 020 8947 3131
Fax: 020 8944 6552 |
| Guide Dogs for the Blind Association (GDBA) | Hillfields
Burghfield Common
Reading
RG7 3YG | Tel: 01189 835 555
Fax: 01189 835 433
Dial 100 – ask for freephone Guide Dogs (24 hour helpline). |
| Help the Aged | 16-18 St James's Walk
London
EC1R 0BE | Tel: 020 7253 0253
Fax: 020 7250 4474
SeniorLine: 0808 800 6565
Email: hta@pipex.dial.com.uk |
| Institute of Consumer Affairs (ICA) | C/o 37 Henleaze Park Drive
Westbury on Trym
Bristol
BS9 4LL | Tel: 0117 962 2386
Fax: 020 7730 0191 |
| Leukaemia Care Society | 2 Shrubbery Avenue
Worcester
WR1 1QH | Tel: 01905 330 003
Fax: 01905 330 090
Helpline: 0845 767 3203
Email: leukaemia.care@ukonline.co.uk
Website: www.leukaemiacare.org |
| Manic Depression Fellowship Wales | Castle Works, 21 St George's Road, London, SE1 6ES | Tel: 020 7793 2600
Fax: 020 7403 2964
Website: mdf@mdf.org.uk |
| MENCAP | 123 Golden Lane
London
EC1Y 0RT | Tel: 020 7454 0454
Fax: 020 7608 3254
Helpline: 020 7696 5593/5503
Email: info@mencap.org.uk
Website: www.mencap.org.uk |
| MENCAP in Wales | 31 Lambourne Cresent
Cardiff Business Park
Llanishen
Cardiff
CF4 5GG | Tel: 029 20 747 588
Fax: 029 20 747 550 |
| MIND (National Association for Mental Health) | GrantaHouse
15-19 Broadway
London
E15 4BQ | Tel: 020 8519 2122
Fax: 020 8522 1725
MindInfoLine: 020 8522 1728 (in London)
0845 766 0613 (outside London)
Email: contact@mind.org.uk
Website: www.mind.org.uk |
| Multiple Sclerosis Society | 25 Effie Road
London
SW6 1EE | Tel: 020 7610 7171 |
| Muscular Dystrophy Group | 7-11 Prescott Place
London
SW4 6BS | Tel: 020 7720 8055 |
| National Assembly for Wales | Cathays Park
Cardiff
CF10 3NQ | Tel: 029 2082 5509
Fax: 029 2082 5008
Minicom: 029 2082 3280 |
| National Autistic Society | 393 City Road, London, EC1V 1NG | Tel: 020 7833 2299
Fax: 020 7833 9666
Helpline: 0870 600 8585
Email: nas@nas.org.uk
Website: www.oneworld.org/autism_uk/ |
| National Consumer Council | 20 Grosvenor Gardens
London
SW1W 0DH | Tel: 020 7730 3469
Fax: 020 7730 0191
Email: www.ncc.org.uk a.bradley@ncc.org.uk |
| National Information Forum | BT Burne House
Post Point 10/11
Bell Street
London
NW1 5BZ | Tel: 020 7402 6681
Fax: 020 7402 1259
Email: info@nif.org.uk
Website: www.nif.org.uk
|
| National Water Charges Advisory Service | 24 Central Avenue
Cefn Fforest
Blackwood
Gwent
NP12 3LE | Tel: 01443 829 198
Fax: 01443 829 201
Email: clive.payne@clara.co.uk
Website: www.clive.payne.clara.net/ |
| People First | Instrument House, 207-215 Kings Cross Road, London, WC1X 9DB | Tel: 020 7713 6400
Fax: 020 7833 1880
Email: general@peoplefirst.k-web.co.uk |
| Postal Communication Services | Hercules House
6 Hercules Road
London
SE1 7DB | Tel: 020 7593 2100
Fax: 020 7593 2142
Email: info@psc.gov.uk |
| Royal National Institute for the Blind (RNIB) | 224 Great Portland Street, London, W1N 6AA | Tel: 020 7388 1266
Fax: 020 7388 2034
Helpline: 0345 669 999
Email: rnib@rnib.org.uk
Website: www.rnib.org.uk |
| Royal National Institute for Deaf People | 19-23 Featherstone Street
London
EC1Y 8SL | Tel: 020 7296 8000
Fax: 020 7296 8199
Minicom: 020 7296 8001
Helpline (Voice): 0870 609 0123
Helpline (Text): 0870 603 3007
Website: www.rnid.org.uk
|
| Royal National Institute for the Blind | Public Policy
40 Linenhall Street
Belfast
BT2 8BA | Tel: 028 9032 9373
Fax: 028 9043 9118
|
| SANE (The Mental Health Charity) | 2nd Floor
199-205 Old Marylebone Road
London
NW1 5QP | Tel: 020 7724 6520
Helpline: 0345 678 000
Fax: 020 7724 6502
|
| SENSE Cymru | 5 Raleigh Walk
Brigantine Place
Atlantic Wharf
Cardiff
CF10 4LN | Tel: 029 2045 9641
Fax: 029 2049 9644
Email: cymru@sensewest.org.uk |
| Sense: The National Deaf-Blind and Rubella Association | 11-13 Clifton Terrace
London
N4 3SR | Tel: 020 7272 7774
Family Advisory Service: 020 8991 0513
Fax: 020 7272 6012
Email: enquries@sense.org.uk |
DISABLED LIVING CENTRES IN THE UK
NAMES | ADDRESSES | NUMBERS |
| Ability Centre | The Mackinnon Centre, 491 Brook Street, Broughty, Ferry, Dundee DD5 2DZ | Tel: 01382 436 660
Fax: 01382 436 858
Email: ability.centre@dundeecity.gov.uk |
| Lothian Disabled Living Centre | Astley Ainslie Hospital, Grange Loan, Edinburgh, EH9 2HL | Tel/text: 0131 537 9190
Fax: 0131 537 9190
|
| Moray Resource Centre | Maisondieu Road, Elgin, Morayshire IV30 1BX | Tel: 01343 551 339
Text: 01343 551 376
Fax: 01343 542 014
Email: info.dlo@comm.moray.gov.uk |
| Dundas Resource Centre | Oxgang Road, Grangemouth, Stirlingshire FK3 9EF | Tel: 01324 504 311
Fax: 01343 504 312
|
| Disability Centre for Independent Living | 30 Seedhill Road, Paisley, Renfrewshire PA1 1SA | Tel: 0141 847 4959
|
| St David's Resource Centre | Disabled Living Centre, Albany Park, St Andrews, Elfe,
KY16 8BD | Tel: 01334 412 606
Fax: 01334 412 520
|
| Disabled Living Centre | Regional Disablement Services, Musgrave Park Hospital, Stockman's Lane, Belfast BT9 7JB | Tel: 028 9066 9501 (ext. 2708)
Text: 028 9066 3008
Fax: 028 9068 3662
Email: ot@joannaclark.freeserve.co.uk |
| Disabled Living Centre | Rookwood Hospital, Fairwater Road, Llandaff, Cardiff, CF5 2YN | Tel: 029 20 560704/313751
Fax: 029 20 578509 |
| Social Services Information Post | Walsh Building Town Hall, Dewsbury, West Yorks, WF12 8QE | Tel: 01924 325 070
Text: 01924 325 072
Fax: 01924 325 077 |
| Disability Doncaster Resource Centre | Heavens Walk, Doncaster, South Yorks, DN4 5HZ | Tel: 01302 759 219
Text: 01302 329 788
Fax: 01302 327 778
Email: disability-doncaster@ukgateway.net
Website: www.disabilitydoncaster.org.uk |
| The William Merritt Disabled Living Centre | St Mary's Hospital, Green Hill Road, Armley, Leeds, West Yorks, LS12 3QE | Tel/text: 0113 305 5332
Fax: 0113 305 5288
Website: members.aol.com/wmdlc |
| Liverpool Disabled Living Centre | Lifehouse
Units 4-5 Dempster Building
Summers Road
Liverpool
L3 4BL
| Tel: 0151 296 7742
Minicom: 0151 296 7748101-103
Fax: 0151 296 7743
Website:
www.liverpoollifehouse.org |
| Independent Living Centre | Leighton Hospital, Middlewich Road, Crewe, CW1 4QJ | Tel: 01270 612343
Fax: 01606 79260 (c/o Northwich) |
| Independent Living Centre | Victoria Infirmary, Winnington Hill, Northwich, Cheshire, CW8 1AW | Tel/Fax: 01606 79260 |
| Disabled Living Centre | Macclesfield District General Hospital, Gawsworth Building, West Park Site, Victoria Road, Macclesfield, Cheshire SK10 3BL | Tel: 01625 661 740
Fax: 01625 661 245 |
| Regional Disabled Living Centre | Disabled Living, Redbank house, 4 St Chad's Street, Cheetham, Manchester M8 8QA | Tel: 0161 832 3678
Fax: 0161 835 3591
Email: info@disabledliving.co.uk
Website: http://www.disabledliving.co.uk |
| Independent Living Centre | Occupational Therapy Dept, Middlesbrough General Hospital, Ayresome Green Lane, Middlesbrough, Cleveland, TS5 5AZ | Tel: 01642 854 135 |
| Disability North | The Dene Centre, Castle Farm Road, Newcastle Upon Tyne, NE3 1PH | Tel: 0191 284 0480
Text: 0191 285 7261
Fax: 0191 213 0910
Email: disn@denecentre.demon.co.uk
Website: http://www.nagd.org.uk/dnorth/disnorth.htm |
| The Independent Living Centre | St Thomas's Hospital, Shawheath, Stockport, Cheshire, SK3 8BL | Tel: 0161 419 4476
Fax: 0161 419 4480 |
| Birmingham Centre for Independent Living | St Marks Street, Springhill, Birmingham, B1 2UH | Tel: 0121 200 2262
Text: 0121 200 2258
Fax: 0121 200 2250 |
| The Disability Resource Centre | Poynters House, Poynters Road, Dunstable, Bedfordshire, LU5 4TP | Tel: 01582 470 900
Text: 01582 470 968
Fax: 01582 470 959
Email: drcbeds@cwcom.net |
| Leicester Disabled Living Centre | Red Cross Medical Aid Dept, 76 Clarendon Park Road, Leicester, LE2 3AD | Tel: 0116 270 0515
Fax: 0116 244 8625
Email: dlcinfo@x-tream.co.uk |
| Waveney Centre for Independent Living | 161 Rotterdam Road, Lowestoft, Suffolk, NR32 2EZ | Tel/text: 01502 405 454
Fax: 01502 405 452
Email: wcil@cocserve.suffolkcc.gov.uk |
| Disabilities Living Centre | Lenton Business Park, Lenton Boulevard, Nottingham, NG7 2BY | Tel/text: 0115 942 0391
Fax: 0115 978 8113 |
| Cambridge Disability Resource Centre | Chequers Lane, Ermine Street Corner, Papworth Everard, Cambridgeshire, CB3 8UY | Tel: 01480 830 495
Fax: 01480 830 495 |
| Shropshire Disability Resource Centre | Lancaster Road, Harlescott, Shrewsbury, SY1 3NJ | Tel: 01743 444 599
Text: 01743 444 569
Fax: 01743 461 349
Email: june.aldcroft@shropshire-cc.gov.uk |
| Disability Living Centre | 33 Ryhall Road, Stamford, Lincolnshire, PE9 1UF | Tel: 01780 480 599
Fax: 01780 480 603 |
| East Staffordshire Disability Association | Kerria Community Centre, Kerria Road, Amington, Tamworth, B77 4EW | Tel: 01827 702 024
Fax: 01827 702 021 |
| The Neville Garratt Centre for Independent Living | Wolverhampton Social Services, Bell Street, Wolverhampton, WV 1 3PR | Tel: 01902 553 666
Text: 01902 553 677
Fax: 01902 553 643
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| Independent Living Exhibition | Brookside Centre, Station Way, Aylesbury, Bucks, HP20 2SQ | Tel: 01296 398 616
Fax: 01296 435 110 |
| Independent Living Centre | Lewis House, 30 Beckenham Road, Beckenham, Kent, BR3 4LS | Tel/text: 020 8663 3345
Fax: 020 8663 1442
Email: bath.bromley@virgin.net |
| Disabled Living Centre | The Vassall Centre, Gill Avenue, Fishponcs, Bristol, BS16 2QQ | Tel/text: 0117 965 3651
Fax: 0117 965 3652
Driving Proj: 0117 965 9353
Website: http://www.DLC_WOC@bigwig.net |
| East Sussex Disability Association | 1 Faraday Close, Hampden Park, Eastbourne, BN22 9BH | Tel/text: 01323 514 500
Fax: 01323 514 501 |
| Independent Living Centre | St Loyes Foundation, Topsham Road, Exeter, Devon, EX2 6EP | Tel: 01392 286 239
Fax: 01392 286 239 |
| Independent Resource Centre | Thurrock Community Hospital, Long Lane, Grays, Essex, RM16 2PX | Tel/text: 01375 364 457
Fax: 01375 364 456
Email: indepresource@demon.co.uk |
| Hillingdon Independent Living Centre | Royal Lane, Hillingdon, UB8 3QX | Tel: 01895 233 691
Text: 01895 812 555
Fax: 01895 813 843
W'ch Service: 01895 813 482 |
| Disabled Living Foundation | 380-384 Harrow Road, London, W9 2HU | Helpline: 0870 603 9177
Text: 0870 603 9176
Tel: 0207 289 6111
Fax: 0207 266 2922
Email: advise@dlf.org.uk
Website: http://www.dlf.org.uk |
| DIALABILITY (Oxfordshire Ltd) | Rivermead Centre, Abingdon Road, Oxford, OX1 4XD | Tel: 01865 791 818
Text: 01865 203 636
Fax: 01865 798 723
Email: manager@dialability.org.uk
Website: www.dialability.org.uk/index.htm |
| The Sorrell DIAL Disability Resource Centre | Prince Albert Road, Southsea, Portsmouth, Hants, PO4 9HB | Tel: 023 9273 717/831 214
Fax: 023 9282 1770 |
| Wiltshire and Bath Independent Living Centre | Independent Living Centre, St Georges, Semington, Wilts, BA14 6JQ | Tel: 01380 871 007
Fax: 01380 871 113
Email: info@ilc-semington.freeserve.co.uk
Website: http://www.ilc.org.uk |
| Options Plus | The Independent Living Centre, Marshgate, Stratton Road, Swindon, Wilts, SN1 2PN | Tel: 01793 643 966
Fax: 01793 484 229 |
| Southampton Aid and Equipment Centre | Royal Hants Hospital, Brintons Terrace, Southampton, Hants, SO14 0YG | Tel: 023080 825 288
Fax: 02380 825 254 |
| Cornwall Friends Mobility Centre | Tehldy House, Royal Cornwall Hospital, Truro, Cornwall, TR1 3LJ | Tel: 01872 259 920
Fax: 01872 254 921
Email: mobility@rcht.swest.nhs.uk
Website: www.cornwall-homepage.co.uk/mobility.htm |
| Hertfordshire Action on Disability | The Woodside Centre, the Commons, Welwyn Garden City, Herts, AL7 4DD | Tel/text: 01707 373 890
Fax: 01707 371 297
Exhib: 01707 373 890
Email: herts_action@dial.pipex.com
Website http://www.hertsaction.dial.pipex.com |
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