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Cognitive impairment
Conditions that might impact a person’s decision making or communication can include but are not limited to Dementia, a brain injury, mental health conditions or learning difficulties.
We recognise that for those customers who display symptoms of cognitive impairment that they might face difficulties when talking to a member of our team. We will always try to be clear in our instructions or advice and not put our customers under any undue pressure should they need to talk to us about:
Their order or service
Carrying out a set of instructions i.e. technical support
Managing their bills and payments
Help and support we can provide
Free priority fault repair service
If you have a fault on your fixed line telephone or broadband service, which you rely on, then please ask about our free priority fault repair service.
We’ll prioritise your repair over standard care levels but there may be circumstances beyond our control that mean we cannot. For example, extreme weather conditions like floods or storms can delay or prevent our engineers carrying out repairs.
To find out if you are eligible for a free priority fault repair or to register for this service, please use the form below or visit our contact us page to choose an alternative method.
Third party nominee
Customers who need help to manage their account can nominate a friend or relative to be named on their account, without becoming liable for the bill.
This allows the named contact to deal with all aspects of the account on behalf of the customer.
To arrange this please use the form below or visit our contact us page to choose an alternative method.
Power of Attorney
If you want to assign a Power of Attorney to act on your behalf, or to let us know that you wish to act on behalf of one of our customers, please send us a certified copy of the LPA certificate to the following address:
Zen Internet (Billing team)
Sandbrook Park,
Sandbrook Way,
Rochdale,
OL11 1RY
More details about how and when to appoint a Power of Attorney are available here: https://www.gov.uk/power-of-attorney
Charities and other organisations that can also provide useful information on their websites here.
- Alzheimer’s Society - https://www.alzheimers.org.uk
- Dementia UK - https://www.dementiauk.org
- Mental Health Foundation - https://www.mentalhealth.org.uk
- MIND - https://www.mind.org.uk
Get in touch
All of our information is listed on our contact us page below.
You can read more about our approach to recognising and supporting customers
who need more support in our vulnerability policy.
