We know it isn't always possible for you to call us – especially if you're deaf, have hearing loss, or find it difficult to talk on the phone.

So we aim to make it as simple as possible for you to get in touch with us. You can choose any of the following options if you need to contact us.

SignVideo service if you use British Sign Language (BSL)

You can use SignVideo to talk to us securely.

You'll sign to one of SignVideo's fully qualified BSL interpreters. They'll then relay your conversation to one of our advisers in real time.

You can find out more about how to use SignVideo with our guide.


If you've got a textphone, you can type messages to us by calling our Textline on 0800 622 839.

We're available to help between 8am and 8pm Monday to Friday and 8am to 6pm on Saturday.

Please don't call Textline unless you're using a textphone to send typed messages.

Online form and email

An easy way to get in touch is to email us using our online form.

You'll just need to tell us your name, contact number, email address and postal address so we know who you are.

You can then tell us your query. We'll usually get back to you within two working days.


With webchat, you'll get a quicker response than if you email us. You can send instant messages to one of our advisers online.

You can chat to us on our website using webchat when you see the speech bubble icon at the bottom-right of your screen. If you can't see it, it means that webchat isn't available at the moment.

You might also see a webchat window pop up as you look at our site. You can start a conversation from there, too.

Social media

You can get in touch with us on either Facebook or Twitter.

If you send us a message during our office hours, we aim to get back to you as soon as possible.

Write to us

If none of the options above are suitable for you, you can write to us at this address:

Customer Service
Grampian House
200 Dunkeld Road

If your letter needs a reply, we'll get back to you within five working days of receiving it.

If you'd like us to reply in a particular format, please let us know in your letter.

Priority Services Register

We can add you to the Priority Services Register when you get in touch with us. This gives you access to a wide range of extra services.

If you agree, we'll also give your details to your local network operator so they can give you appropriate support if there are interruptions to your power supply.