Free directory enquiries

If you are blind, partially sighted, or maybe using a telephone directory is difficult, you may find the 195 service is useful

You need to register with the service by completing a simple application form, this can be obtained by ringing: 0800 587 0195. and asking to be sent a form, this will ask for a few details about yourself and ask you to have the form countersigned by someone who knows you like a doctor, nurse or other medical practitioner.

Once approved, you can use the service Free of Charge by dialling 195 where an operator answering your call will look up the number for you.  If you decide you want the operator to connect you to that number, you will pay for the call you make according to the call package charges that you have with Zen.

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.

Once we have confirmed that you are eligible, you will still receive our Free Priority Fault Repair Service if you’ve not already registered for the service when you call us about a fault

Communications in alternative formats

If you have difficulty reading your bills, contract information or any service communications that we send to you and you require an alternate format such as large print, audio, braille or an adjusted electronic format suitable to your needs, just let us know our team know how we can help you.  

To let us know your needs, please use the form below or visit our contact us page to choose the best way to reach our team

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.

Other charities and organisations that can provide useful information and support are available, here:

• The Royal National Institute of Blind People (RNIB)

One of the UK’s leading registered charities that can offer practical help and guidance as well as emotional support to those with full or partial sight loss.

As a trusted charity the RNIB offer advice on other services and products some of which are available from their online shop. You may find some useful information regarding assistive aids and technology, here.

• deafblindUK - https://deafblind.org.uk

• Macular Society - https://www.macularsociety.org

• Retina UK - https://retinauk.org.uk

• Glaucoma UK - https://glaucoma.uk,/p>

• See Ability - https://www.seeability.org

• Global Accessibility Reporting Initiative (GARI) - https://www.gari.info