Supporting visual impairment

If you have a visual impairment, here are some of the ways we can support you during your homebuying journey:

Digital solutions

We offer additional guidance where applicable in our online services, such as text-to-speech services on our web platform and app.

Our website and app are compatible with accessibility features that are provided on most devices to ensure that they can be accessed by all our customers. Some of these accessibility features may include enlarged text, magnification, text-to-speech, high contrast modes, and enlarged cursors.

In addition, we can also offer to arrange appointments with our advisers through Zoom, Microsoft Teams, or any other video calling software you would prefer.

Phone appointments

If you are unable to use our web services, our customer service team and advisers are available telephonically to help guide you through the process. They can speak with you at a time that is most convenient and talk you through the options available to you, as well as offer further support should you need it.

Visiting us in-store

If you arrange an in-person appointment at one of our mortgage shops, we can take several measures to ensure the space is as accessible as possible for you. We can extend appointments wherever you need them and offer any paperwork or documentation in a format that suits you, be it braille, text to speech, enlarged fonts, or colour blind friendly palettes.   

If you have a support worker, they are more than welcome to attend the meeting with you.. After your appointment, you can take your documentation home to ensure you have enough time to process all the information.

Soundproof rooms at our offices may also be available, so you will have access to a space that is comfortable and distraction-free during your appointment.

Resources

For further guidance and support, it may be useful to explore the services provided by the following charitable organisations:

• Royal National Institute of Blind People (RNIB) - offers information, support and advice to those experiencing sight loss in the UK
• Access to Work Grant - a government-offered scheme that offers support for visually impaired individuals that want to enter the world of employment
• The Partially Sighted Society - aims to provide information, advice, training, magnifiers, and electronic low vision aids to those who are partially sighted.

Do you require additional support?

To help us tailor your homebuying journey to your needs, let us know if you have any specific requirements or have recently experienced a change in your circumstances.

If you have any additional accessibility issues that you’d like to make us aware of, or if there’s anything that you think we can improve on, click here.

Useful links