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Last updated: 28 May 2026
Onestream Limited trading as Cuckoo Broadband ("Cuckoo") is committed to understanding the needs and preferences of customers in vulnerable circumstances and those with accessibility requirements. Our aim is to respond to these needs by removing barriers they may face or avoiding creating such barriers in the first place.
Cuckoo has adopted the social model of disability which we also apply to our understanding of customers in vulnerable circumstances. This means that we:
Vulnerability comes in many forms. It can be permanent or temporary, constant or intermittent. Many people in vulnerable circumstances would not regard themselves as 'vulnerable', and two people experiencing the same issue or event might interpret their degree of vulnerability very differently.
Cuckoo recognises that businesses can inadvertently exacerbate the effects of vulnerability or create barriers for disabled customers through poor practices. We seek to mitigate this at each and every stage a customer interacts with us, from a potential customer engaging with our marketing materials and subsequently joining us, through to accessing, using and paying for our service.
Cuckoo is committed to ensuring its policies and processes support the identification of vulnerable customers and protect them from any detriment.
Cuckoo is therefore focussed on transforming our workplace, practices and processes to change the way we support disabled customers and customers in vulnerable circumstances. This means that we seek to:
This policy sets out our approach to supporting disabled and vulnerable customers and the services we provide to remove barriers and protect them.
In addition to our continual work to ensure that products are inclusive, engaging with relevant stakeholders, and acting on specific feedback to implement appropriate improvements, we also commit to reviewing our policies and procedures on an annual basis to ensure they remain effective and provide the right support.
We are committed to ensuring both vulnerable and disabled customers get fair and appropriate treatment.
To ensure we meet the needs of current and prospective customers, our sales and support teams are trained to identify and support the accessibility and vulnerability needs people may have.
When joining Cuckoo, we encourage customers that have specific accessibility needs or are experiencing circumstances which could make them vulnerable, to inform our sales and support teams. Vulnerability could include: age, physical or learning disability, physical or mental illness, low literacy, communication difficulties or bereavement. This information will be logged on our systems, ensuring the Cuckoo team is fully aware and able to take whatever action is appropriate, in a suitably timely manner.
At any point during a customer's time with Cuckoo, our customer service agents can amend this status to reflect any changes to the accessibility need or vulnerability. This can be done by contacting us through any of the options outlined in the Contact us section of this policy.
We understand that bereavement can be a difficult time. All of our sales and support teams are provided with training to support bereaved customers. Cuckoo will help to make appropriate changes to a bereaved customer's account, or manage the closing of an account. Customers can contact us using any of the channels in the Contact us section below, or visit support for guidance.
If it is the account holder who has died, an officially elected representative may close the account or transfer the services currently provided.
At Cuckoo, we take the safeguarding of customer information very seriously. One of the ways we do this is by adhering to the requirements of UK data protection legislation, as part of the UK General Data Protection Regulation (UK GDPR).
Our Privacy Policy details how, when and why personal data is used.
Customers can manage their marketing preferences at any time by contacting us.
We are committed to ensuring that all customers, particularly those who are disabled or vulnerable, can access our services and communications in a way that meets their needs.
Alternative billing formats are available to meet our customers' needs, such as large print bills.
The Emergency SMS Service allows deaf, hard of hearing and speech-impaired people in the UK to send text messages via SMS to UK 999 and 112 emergency services. Messages are passed to the police, ambulance, fire and rescue or coastguard.
The Text Relay service is available to customers that cannot speak on the phone, or prefer not to. For more details on Text Relay Services and Next Generation Text Relay, visit ngts.org.uk.
For Text Relay/NGTS, call 18001 followed by 0330 912 9955.
We understand how important it is to stay connected. Therefore we provide priority repairs to customers with an impairment or disability and are experiencing disruption to their Cuckoo broadband service.
To make use of Cuckoo's priority repair service, customers with an impairment, health condition or disability should pre-register by contacting our sales or support team.
Please note: we'll prioritise repair over standard care levels but there may be circumstances beyond our control that mean we cannot provide an immediate response. For example, weather conditions like floods or storms can stop our engineers carrying out repairs or undertaking line installations.
If financial difficulties lead to issues with paying a bill, a specific process exists to support Cuckoo customers. A specialist team will review the customer's account, considering their circumstances at the time, and contact them directly to agree a mutually acceptable action plan.
If no contact can be made, a letter will be sent notifying the customer that their services may be restricted if they do not contact us. A further review of the account and payment status is then made and a further attempt to contact the customer will be made after 30 days.
If there is no response, the customer's services will be restricted and a letter sent. This will confirm what action will be taken, such as disconnecting the service, to protect the interests of both the customer and Cuckoo.
Broadband customers can call 0330 912 9955
Email: customercare@cuckoo.co
Write to us: Onestream Limited trading as Cuckoo Broadband, Unit 15, Fulcrum 2, Solent Way, Fareham, PO15 7FN
For Text Relay/NGTS call 18001 followed by 0330 912 9955.
We may update or amend this Vulnerability & Accessibility Policy at any time, so please check our website regularly for any updates to this policy or our Terms and Conditions. Your continued use of our products after any change to this policy constitutes acceptance of the updated policy.