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Accessibility


Our website

We believe everyone should have equal opportunity to access our website, which is why we follow the guidelines for web content accessibility from the World Wide Web Consortium (W3C).

Additional support for going online

There are many reasons you may be having difficulty using your computer or getting online. That’s why we have put together some useful resources that might help to make it a little easier.

My Computer My Way

This is a helpful guide to setting up a range of accessibility features on your computer, tablet, and phone. Find the right support for you with solutions for visual, hearing, motor and cognitive difficulties. Learn how to set up accessibility features on your devices.

Web Accessibility Initiative

A variety of useful resources from World Wide Web Consortium (W3C) if you have difficulty hearing audio, seeing and reading web pages, using a keyboard or mouse, or navigating the web. Learn how to optimise your computer setup and make your browser easier to use.

We’re here to help all our customers

It’s not just online that we are striving to be more accessible. We want to make sure all our customers can contact us when they need us.

If you have difficulties with your speech or hearing, simply download the Relay UK app and add 18001 in front of our phone number when you call us. You’ll be able to access text relay at no extra cost.

General enquiries:
Call 18001 0808 501 5277. Open Monday to Thursday 9am to 5pm, or 9.00am to 4.00pm Friday.

Gas emergencies:
Call 18001 0800 111 999. Open 24 hours.

*Calls to 0800 and 0808 numbers should be free from all mobiles and generally free from all landlines. Calls may be monitored and/or recorded for security, quality or training purposes.

Accessible billing

You can get audio, braille, or large print bills sent to your home. Email us at hi@sainsburysenergy.com to request your preferred billing format.

The Priority Services Register

If you could use a helping hand managing your energy account you can add yourself to our Priority Service Register (PSR).

The PSR provides support for vulnerable customers, such as allowing you to nominate someone you trust to manage your account for you, or taking meter readings for you if you cannot read your meter. Find out more about the support available through the Priority Services Register.

How to add yourself to the PSR:

Enjoy all the benefits of your smart meter with an accessible In Home Display (IHD)

Whether you have a smart meter or are thinking of getting one installed, you have the option of getting an accessible In Home Display (IHD) - the digital display that helps you track your energy usage.

Developed with the Royal National Institute for the Blind (RNIB), accessible IHDs have been created with extra features to make them easier to use if you are blind or partially sighted. They can also be beneficial for customers who have difficulties with manual dexterity or their memory.

Accessible features include:

  • Text to speech
  • Large typeface
  • Coloured LEDs

Frequently asked questions

How do I make the text bigger on my computer screen?

If you are on a computer you can usually zoom in to make text bigger by holding CTRL whilst you press + to make it larger or - to make it smaller. Alternatively, you can hold CTRL and use your mouse wheel. If you are trying to zoom in whilst browsing a website, you might prefer to use the menu options. On Google Chrome or Microsoft Edge you can find the Zoom option by clicking the three dots in the top right corner.

How do I make the text bigger on my phone screen?

If you are on a tablet or smartphone you can usually zoom in and out by pinching your fingers across the screen. Alternatively, you can find the accessibility options for your device in Settings, which should include a larger text option (in most cases this will be under Accessibility or Display in your Settings menu).

How do I read PDFs?

To view PDFs you will need to download Adobe Acrobat Reader - a free plug-in.

Can I get large print letters?

Alongside large print bills, you can also request additional correspondence from us to be sent as a large print letter. Email us at hi@sainsburysenergy.com to request your large print letters.