- Under Ofcom's General Conditions, communications providers must establish and comply with policies to meet the needs of disabled customers, including older customers with sight, hearing or dexterity needs.
- Relay UK is the approved text relay service that lets people with hearing or speech difficulties communicate by phone, and Ofcom requires providers to give access to an approved relay service.
- Ofcom rules require providers to offer priority fault repair to customers who depend on their landline and are recorded as needing it.
- Providers must offer a free or accessible bill and contract format, such as large print or braille, to disabled customers who request it under Ofcom's rules.
- The PSTN landline network is being retired as Openreach completes the all-IP migration by 2027, and providers must support vulnerable customers, including telecare users, through that change.
Older users can choose big button and hearing aid compatible phones, use Relay UK for text relay, and register for priority fault repair. Ofcom rules require providers to meet disabled customers' needs.
Last reviewed: June 2026
Accessible handsets for older users
For many older people, the standard handset that arrives with a phone package is not the easiest to use. Big button phones are designed to address this with large, well-spaced keys, high-contrast labelling and a larger display that is easier to read for those with reduced vision. Many also include a loud ringer and an amplified speaker so calls can be heard clearly, plus simplified menus that cut down on confusing options.
Other useful features include photo memory buttons, where a one-touch key is linked to a frequently called contact and labelled with a photograph, and a hands-free speakerphone for people who find holding a handset difficult. These design choices support independence, allowing someone to make and receive calls without assistance even where dexterity, sight or hearing is reduced.
Some handsets add an SOS or emergency button that dials a pre-set contact at a single press, which can offer reassurance for someone living alone. Backlit displays and spoken caller announcements are further options that help users who cannot easily read a small screen. When choosing, the priority is to match the features to the person's actual needs rather than assume a single design suits everyone, since sight, hearing and dexterity needs vary widely between individuals.
Hearing aid compatible handsets
Hearing aid compatibility is a key consideration for older users who wear a hearing aid. A hearing aid compatible phone is designed to work alongside a hearing aid, typically through a telecoil, often called a T-coil, setting. When the hearing aid is switched to its T position, it picks up the magnetic signal from a compatible handset directly, reducing background noise and feedback and making speech clearer.
Handsets may carry a rating that indicates how well they work with hearing aids, with the M rating covering acoustic coupling and the T rating covering telecoil coupling. When choosing a phone, look for clear confirmation that it supports telecoil coupling if you use a hearing aid in the T position. Amplified phones that boost the volume of incoming speech are a related option for people with hearing loss who do not use a hearing aid.
Landline accessibility options and eligibility
The table below summarises common accessibility options and who they tend to help.
| Option | What it provides | Who it helps |
|---|---|---|
| Big button phone | Large keys and display, loud ringer | Reduced vision or dexterity |
| Hearing aid compatible handset | Telecoil coupling, clearer speech | Hearing aid users |
| Relay UK | Text relay for calls | Hearing or speech difficulties |
| Priority fault repair | Faster fault response | Those dependent on the line |
| Accessible bills | Large print or braille | Sight impairment |
Relay UK for landline users
Relay UK is the approved text relay service that helps people who are deaf, hard of hearing or have a speech impairment to make and receive phone calls. A relay assistant or app sits in the middle of the call, converting between text and speech so the two parties can communicate. Ofcom requires communications providers to give customers access to an approved relay service, and Relay UK can be used from a landline or through a compatible app.
For an older landline user, this can mean the difference between being able to make a call independently and relying on someone else. The service supports calls to ordinary phone numbers as well as emergency services, so it is a meaningful accessibility tool for those who cannot use a standard voice call comfortably.
Relay UK can be used in different ways depending on the equipment available, including through a textphone or through an app on a smartphone or tablet, with the relay assistant bridging text and speech. Because Ofcom treats access to an approved relay service as part of providers' obligations to disabled customers, it is reasonable to ask your provider how to set up and use the service on your line. For households where a relative or carer helps manage the phone, understanding how the relay works in advance makes it easier to support the user when they need to make a call.
The combination of an accessible handset and a relay service can be powerful. A user with hearing loss who also struggles to read a small screen might pair a big button, amplified handset for everyday calls with the relay service for situations where speech alone is not enough. Thinking about the full range of a person's needs, rather than a single feature, tends to produce a setup that works across the different kinds of call they make, from a quick family chat to an important call to a doctor or a utility company.
What providers must offer and priority fault repair
Ofcom's General Conditions place specific obligations on communications providers to meet the needs of disabled customers. Providers must have and follow policies covering accessibility, which can include offering accessible handsets or signposting suitable equipment, providing bills and contracts in accessible formats such as large print or braille on request, and giving access to an approved relay service.
Priority fault repair is one of the most important protections for older customers who depend on their phone. If you are recorded with your provider as someone who relies on the landline, for example because of a health condition or because you live alone, you can ask to be registered for priority fault repair so that faults are treated as urgent. As the all-IP migration completes by 2027, providers are also expected to support vulnerable customers, including those with telecare alarms, through the transition to digital voice. Contact your provider's accessibility or vulnerable customer team to register your needs.
It helps to register these needs before a problem arises rather than during one. When you contact the provider, explain plainly why the landline matters, for instance that it connects a personal alarm or is the main way of reaching family. Ask the provider to note any access requirements, such as a preferred way of being contacted, and to confirm what support is in place. For telecare users in particular, the move to digital voice means the alarm equipment may need checking to ensure it still works on the new connection, so raise this directly with both the phone provider and the telecare supplier.
Frequently Asked Questions
What accessible landline phones are available?
Common options include big button phones with large keys and displays, amplified phones that boost call volume, and hearing aid compatible handsets with telecoil support. Many also offer loud ringers, photo memory buttons and hands-free speakerphone. These features help users with reduced sight, hearing or dexterity to use the phone independently.
Does my phone provider have to offer accessible products?
Under Ofcom's General Conditions, providers must have and follow policies to meet the needs of disabled customers. This includes accessible bills and contracts on request and access to an approved relay service. Contact your provider's accessibility team to ask what handsets and support it offers or can signpost.
What is a hearing aid compatible phone?
It is a handset designed to work alongside a hearing aid, usually through telecoil coupling. When the hearing aid is set to its T position, it picks up the magnetic signal from the phone directly, reducing background noise and feedback. Handsets may carry M and T ratings indicating acoustic and telecoil coupling performance.
How do I register as a vulnerable customer for priority landline repair?
Contact your provider's accessibility or vulnerable customer team and ask to be recorded as someone who depends on the landline, for example due to a health condition or living alone. Once registered, you can request priority fault repair so faults are treated as urgent. Keep a note of any reference the provider gives you.
What is the Relay UK service for landline users?
Relay UK is the approved text relay service for people who are deaf, hard of hearing or have a speech impairment. A relay assistant or app converts between text and speech during a call so both parties can communicate. Ofcom requires providers to give access to an approved relay service, and it can be used from a landline.
