Supporting the needs of our vulnerable customers

Need extra help getting the most out of your Sky services, and/or managing your account or bills? Here’s how we can help.

Accessibility services

We’ve a range of support tools for customers who, for example, are elderly and need a little extra help, or who have particular accessibility needs (visual, hearing, cognitive or motor impairment). Our Accessibility information and registration article has all the info.

We’ve also put together a list of advisory organisations that might be able to help if you need more support:

Managing your account

Our highly-trained staff and specialist teams, as well as networks with third parties, help us offer you the support you need. And we’ll always consider your needs on a case-by-case basis. Read our Supporting Vulnerable Customers Policy for more information.

Third-party assistance

Whether you have accessibility needs, find yourself vulnerable in the short-term or need to stay in hospital long-term, you can nominate a third-party to help sort out things like your bills. More in our third party assistance guide.

Managing your bills

Managing a budget can be hard at the best of times and, when circumstances change, paying bills on time might be difficult. If your payment’s late, we’ll send you reminders and give you another chance to pay us. We’ll also add other safeguards to protect your interests. If a debt’s left unpaid and is passed on to one of our debt collection agencies, they’ll work with you to agree a fair and affordable repayment plan.

Please let us know if you have trouble paying so we can help you. We understandably see our customers turning to family or friends to help them manage their affairs but, whether you’re supporting someone else or need support yourself, it’s best to act sooner rather than later.

And if you’re also struggling to pay other bills because, for example, your income’s been lowered or you’ve taken on some unexpected costs, it’s always better to act as soon as you can to avoid falling further into debt. And whatever you need to do, we’re here to help.

Here are some advisory organisations that give free advice to help you get back on track:

Still need a hand?

Like most businesses in the UK we’re still not back up and running as normal. We have less people in our offices due to social distancing so we’re not able to offer our full services and wait times may well be longer as calls are being prioritised for our most vulnerable customers and those who have already been online.