We’d like to reassure all Relay UK users that the safety and welfare of our customers and colleagues is paramount during the coronavirus pandemic. As your Relay provider, we’re committed to trying to make sure our service and support remain available for you at all times.
We’ve put measures in place so that we can deal with any issues arising as a result of the outbreak, and are continuing to monitor developments closely so we can react appropriately.
We saw a sharp increase in call volumes at the beginning of the coronavirus outbreak. During this busy period our teams were giving priority to connecting 999 emergency calls – including Relay 999 calls – meaning that wait times increased for connecting standard Relay UK calls. After an initial spike, our call volumes have now returned to be in line with our usual volumes, and we’re unaware of people continuing to face issues accessing the Relay UK service. If we do see further spikes in call volumes we will continue to update guidance here.
What does this mean for you?
Relay UK plays a key part in the critical national infrastructure of the UK supporting people with hearing loss or speech difficulties contact others on the phone. The Relay and many other services, are likely to be stretched at times as more people access them.
Our business continuity and incident management plans include maintaining critical business processes as our first priority. We have certain responsibilities to support the UK Critical National Infrastructure whatever the incident or emergency.
NHS 111 is available 24 hours a day in British Sign Language (BSL). So any Relay UK customers who are BSL users have access to this service.
Further guidance is also available from SignHealth.