Your guide to getting great service

Service matters

Everyday activities like travelling, shopping and managing your money are an essential part of independent living but can sometimes be challenging if you're blind or partially sighted. Receiving the right level of customer service can make a big difference whencarrying out these activities, whether you're doing them alone or with the support of friends, family or volunteers. There are many providers who offer excellent customer service for blind and partially sighted people, it’s often just a case of knowing where they are and what to ask for. If you’re concerned that you’re not receiving the rightlevel of customer service for you, there are many sources of information and support to help.

This guide includes:

  • features on some of the providers who are offering excellent customer service to blind and partially sighted people
  • hints and tips about getting the right level of service for you
  • information about how to challenge poor customer service
  • sources of information and support.

Remember, service matters

Service matters

Travel

Service matters for travel

Great service for everyone

Travel hints and tips

Shopping

Service matters for shopping

Great service for everyone

Shopping hints and tips......

Money

Service matters for money

Great service for everyone

Managing your money hints and tips

What to do if you are receiving poor customer service

What next?

Sources of support and information

Travel

Service matters for travel

Travel is an important part of living independently, allowing you to get to work,to visit friends and family or to get to the shops but it can seem daunting if you've lost some or all of your sight. Receiving the right level of customer service for you can transform journeys,from beinga stressful and sometimesunsafe experience, into a normal part of your daily routine.

Great service for everyone

There are transport operators who are already offering excellent customer service to blind and partially sighted people. If you come across any that aren't, there are often simple adjustments that you can ask them to make to their services to make them accessible to you. Sometimes it's just a case of knowing which operator to use or what adjustment to ask for.

Southern Railway is just one of the transport operators who aremeeting the needs of their blind and partially sighted customers through Priority Seat Cards and accessiblemaps.

Southern have introduced several new initiatives across their network, making travelling on their trains much safer and more enjoyable for blind and partially sighted customers.

Southern have introduced a free Priority Seat Card which can be used to show staff and other passengers that the holder is entitled to a priority seat on Southern trains. The priority seats also have clearer signage on their newly refurbished trains so that they're easier to find. Southern have also invested in tactile maps across many of their stations to provide an accessible view of each station, including basic layout, location of facilities and seating information. Southern are planning to install more of thesemaps at other stations soon.

You can contact Southern about the Priority Seat Card, accessiblemaps and arranging assistance for your journey by calling0800 138 1016 or emailing

There are some basic services that all travel operators should be offering you as part of their commitment to good customer service. These include:

  • Information about your journey, including timetables, ticket information and details about how to book assistance. This information should be providedin a range of ways, such as by telephone, on the internet and inprint.
  • Accessible ways to purchase tickets, which includes ticket machines and counters that are easy to use, as well as the ability to purchase tickets on board if necessary,at no extra cost.
  • Stations and stops that are easy to find your way around, for example with a good level of lighting, clear pathways, information points that are clearly signed and use of tactile markers. Tactile markers might include raised paving along the edge of a platform so that you know where it ends.
  • Vehicles that provide information essential to your journey in a range of ways. Information should be announced, displayed clearly or available through a member of on-board staff.
  • Real-timeinformationabout changes in your journey or disruptions to your travel that are provided both when you're planning your journey and during your journey.
  • Provide information about your location and surroundings on arrival at your destination, for example providing the station name, platform number and the direction of the exit.
  • Assistance dogs, including guide dogs should always be allowed on any public transport, including licensed taxis and minicabs.

Travel hints and tips

Here are some hints and tips about travelling safely and independently.

Planning your journey in advance will help to make your journey easier and operators should be able to give you essential information about bus stop and train station locations, facilities and platform numbers.There are many ways to plan your journey:

  • National Rail Enquiries can provide you with information about your train journey over the phone and on the internet. Call 08457 48 49 50 or visit nationalrail.co.uk
  • Transport for London has a journey planner at tfl.gov.uk, which has been designed so that people using screen reader software such as JAWS can use it easily. There are also live bus and train departure boards which can be checked on the internet or from your mobile phone.
  • Local bus operators are able to give you advice about your journey.You can find out who your local bus operator is from your local council. To find out how to contact your local council call our Helpline on 0303 123 9999 or
  • The Describe Online website describe-online.com provides text guides for stations and transport hubs for National Rail, Transport for London and National Tramways and Metros services.
  • UK Train Times is an application for your smartphone which can help you to find the names and distances of your nearest stations. It will also help you to plan journeys and access live departure information. This can be downloaded via the application marketplace on your smartphone.
  • Directory enquiries are able to connect you to local transport operators and BT Directory Enquiry is free if you're registered as blind or partially sighted. Call 195 to ask for your pin number and this will allow you to call for free.

Booking assistance for your journey can make travelling safer and means that you can be escorted from a pre-arranged meeting point to the train or coach and met at your destination to continue your journey. You can book this free assistance through your transport operator.

  • If you would like to be met at the station and escorted on your journey, this usually needs to be booked in advance so don't forget to get in touch with your transport operator at least 24 hours before your journey. But if this isn't possible, get in touch with your transport operator anyway as they may still be able to help.
  • If you only need to be assisted to the platform you are often able to ask for this at the ticket office or at the turnstile without having to book in advance.
  • There are sometimes designated meeting areas at stations where you can arrange to meet your pre-booked assistance so make sure that you ask if there is such a place when you make your booking and find out how to get there. If there isn't a meeting point, then confirm with the operator where you will be metby a member of staff.

If getting to the bus stop or train station to begin your journey seems daunting, the RNIB React talking sign system or mobile GPS devices can help you to find your way.

  • The RNIB React system provides audio information about a location from signs which can be activated using a small handheld device. When buttons on the device are pressed they trigger information from speaker units along your route. You can often also get more detailed information, for example about which buses are due to arrive and how long they will be. The small device may be carried in your hand, pocket or bag.

RNIB React has been installed in over 13 locations across the UK including Birmingham, Leeds, London and Belfast. To find out if there's a RNIB React system in your area contact our Helpline on 0303 123 9999, email or visit rnib.org.uk/react

Brighton and Hove Council have used RNIB React to ensure that blind and partially sighted people are able to take advantage of the bus information boards that sighted people have become so familiar with. Blind and partially sighted residents are now able to carry a handheld device which they can press to hear information about which buses are approaching the bus stop and when the buses are due to arrive. There are currently 20 bus stops in Brighton and two in East Sussex that have this system, with more planned.

  • There are GPS devices and software which are available to give you information about your current location and how to get to your destination. Theseoften use a combination of maps and audible directions. The devices can be stand alone products or software that runs on your mobile phone. To find out more about these products visit our shop rnib.org.uk/shop or call our Helpline on 0303 123 9999.

If you're concerned about making a journey for the first time, it might be useful for you to take part in a Try a Train Day event or find out if there is a travel mentoring scheme in your area.

  • Try a Train Day eventsare run by train operatorsand usually involve being escorted on a journey so that you can familiarise yourself with the stations, trains and location of facilities.First Capital Connect and South West Trains are just some of the train operators who have already run these events. You can find out about Try a Train Day events in your area by contacting your local train operator. To find your local train operator contactNational Rail Enquiries on 08457 48 49 50 or nationalrail.co.uk

Concessionary fares are available for blind and partially sighted people and these often deliver discounts of up to 50 per cent off the standard ticket price.

  • If you're registered as blind or partially sighted and are travelling with another person on the train,you can both get:
    34 per cent off anytime single tickets
    34 percent offanytime return tickets
    34 per cent of anytime day single tickets
    50 per cent off anytime day return tickets

Proof of visual impairment is required to get these discounts.Proof could include a document from your local social services giving your visual impairment status.To find out how to contact your local social services call our Helpline on 0303 123 9999 or email

You can find out more about discounts on train travel by visiting your local station,or by contacting National Rail Enquiries on08457 48 49 50or atnationalrail.co.uk

  • The Disabled Persons Railcard also offers a range of discounts, including one-third off on advance, off peak and anytime train fares. It also offers discounts on other services, such as one-third off some London Underground Travelcards. The card costs £20 for one year or £54 for three years. You are not required to travel with a companion but if you do and they're an adult they can also receive the same discounts.

"I have always loved train travel but the savings on the fares

is such a bonus and the assisted travel - well what a great

system. I am constantly looked after and made to feel safe." Heather

  • The Senior Citizens Railcard, which is available to anyone over the age of 60, also offers significant discounts on rail travel. You can save one-third off all standard and first class tickets, including advance fares. The card costs £28 for one year and £65 for three years.
  • Many local councils issue blind and partially sighted people with a bus pass which gives you free off-peak travel on local buses. Off peak means 9.30am to 11pm Monday to Friday and all day at weekends and on bank holidays. The regulations for discounted or free bus travel vary from area to area. To find out about discounted or free bus travel in your area, contact your local council. To find out how to contact your local council call our Helpline on 0303 123 9999or . You can also find out more information by visitingdirect.gov.uk
  • In London, there is a Taxicard scheme which entitles blind and partially sighted people to cheaper taxi fares. If you use a taxicard the taxi fare usually costs £1.50 for the first nine miles and then the normal cab fare after that. To use these cards you simply ring your preferred taxicompany, quote your card number and book a journey as normal. These cards can be obtained from your local social services department. To findout how to contact your local social servicescall our Helpline on 0303 123 9999 or email

Getting on and off the bus can be a concern for people who are blind or partially sighted but there are a few simple steps that can help.

  • If you need to hail a bus it can help if you hold up a card with the bus number on it or the word bus so that the driver knows to stop for you. These can be purchased from Action for Blind People resource centres and often your local society for blind and partially sighted people.
  • When you get on the bus tell the driver where you'd like to get off and ask them to notify you when the bus reaches that stop. Make sure that you sit or stand near to the driver so that you can hear them when they notify you that you've reached the right stop.
  • Some buses have both visual and audio announcements about the location of the bus, as well as buttons which can be pressed to alert the bus driver that you would like to get off the bus. These buttons are usually only located on some of the vertical grab bars so ensure that you're sat or standing next to a barwith a button so that you can locate it easily when you need to get off the bus.

Shopping

Service matters for shopping

Shopping is another essential part of living independently but it can often be difficult if you're blind or partially sighted, especially navigating busy stores and finding the items you need. Shopping can be transformed into a more enjoyable experience if you receive the right level of customer service for you.

Great service for everyone

There are lots of retailers providing excellent customer service for blind and partially sighted people and there are a range of adjustments that can be made which will make it easier for you to shop independently.

Debenhams is a fantastic example of a shop that's welcoming customers with sight loss through their enhanced personal shopping service.

Debenhams have given all their personal shopping staff training in how to assist customers with sight loss. The personal shopping staff have been given training on how to guide customers and how to describe the colour and shape of clothing in a meaningful way. After booking an appointment at one of the 134 stores that offer the service, customers are met at a pre-agreed meeting point and taken to a private room to discuss what they’re looking for and how much they want to spend. The personal shopper then finds items and brings back a selection of clothing to try on. There’s no obligation to buy and it’s available to men and women.

"I didn't know anything about personal shopping - I thought it was for celebrities but the service is totally free and there's no obligation to buy. It's really easy, I just told the personal shopper what I wanted, how much I wanted to spend and she did the rest." Vicki

There are some basic services that all retailers should be offering you as part of their commitment to good customer service. These include:

  • Providing information about your location and surroundings on arrival and exit.
  • Stores that are easy to find your way around, for example with a good level of lighting, clear pathways and customer service points that are clearly signed.
  • Information about their products, including detailed descriptions, prices and care instructions. This information should be available in a range of ways such as print, braille, on the internet or verbally from a member of staff.
  • Staff assistance to customers throughout their shop.

Shopping hints and tips

Here are some hints and tips tomake it easier to shop independently.