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What are customer care visits?

Would you like to know more about our customer care visits? Here's our frequently asked questions:


What are customer care visits?

Customer care visits have been carefully designed to provide further support to the small group of over-75s customers who previously held a free licence but have yet to get set up on a new licence. They are carried out by specially trained staff who explain all the options available to customers based on their individual circumstances, including details of how to spread the cost or how to apply for a free licence if they receive Pension Credit.

Are customer care visits the same as other TV Licensing visits?

No. Customer care visits are for the small group of older customers yet to get set up on a new free or paid-for licence and who may require further assistance. They have been carefully designed to provide dedicated support for older customers and are carried out by specially trained staff. These are not enforcement visits and the sole aim is to provide people with dedicated support and information.

Why are you doing customer care visits?

We recognise that there is a small group of older customers who have yet to make arrangements to get set up on a new free or paid licence. These visits were intended to take place at the beginning of this process and can now take place, subject to any Covid restrictions.

What help is available for people with disabilities?

We recognise that each customer’s needs are different, and we have a process in place to identify and consider a range of adjustments for those who require them.

What happens at a customer care visit?

One of our specially trained advisers will assist older customers by providing advice and support, and explaining all the options available to them including plans to spread the cost of a licence and how to apply for a free licence if they receive Pension Credit.

How will I know that the person at my door is genuine?

All of our specially trained customer care staff carry identification, which you can verify by calling 0300 790 6046 should you wish to.

Will I be required to give my bank details?

A range of payment schemes are available to customers, including options to spread the cost. You will only be asked to provide bank details if you wish to set up a direct debit.

Can I pay for my licence during the visit?

If you wish to purchase a licence, our specially trained customer care advisors will be able to offer a range of options, including payment plans to spread the cost, so you can choose which suits you.

What if I can’t afford to pay for my licence?

Our specially trained customer care advisers are able to discuss a range of options, including payment plans to spread the cost and how to claim a free or concession licence if you are eligible. If you would like to speak to someone about your finances, there are not-for-profit organisations who could help. Their advice is free, confidential and independent. We’ve included some contact details for these organisations here.

What measures are in place to ensure that visits are safe?

We continue to exceed the requirements of government guidelines. Our specially trained customer care staff have received comprehensive safety training and are equipped with masks, gloves, sanitisers, and wipes. Face coverings must also be worn should a customer care advisor be invited into a customer’s property, and outdoors at any time a customer requests.

I’ve moved and I’ve received a letter advising that a customer care visit may take place, what do I need to do?

When someone moves, their TV Licence does not automatically move with them, so we ask people to make contact when they are moving. If you need to move your licence, buy a new one or tell us that you don’t need a licence, you can do this all online.

General information about TV Licensing is available in other languages: