In March, RNID Corporate Partnerships Manager, Ruth Butler-Cutts sat down with BT’s Stakeholder Engagement Manager, Nav Hussain to discuss our three-year partnership, the switch to Digital Voice, and what we have learned through this process of working together.
Ruth: We’ve been working together for around 18 months now to raise awareness and improve accessibility of the Digital Voice switchover for our communities. What has BT changed or improved as a direct result of the partnership?
Nav: It’s been a fantastic partnership. We’ve learned a lot from RNID about what customers need during the switchover.
A standout was the customer trials where RNID representatives were present during in-home switchovers. Based on that feedback, especially around the engineer experience, we fed changes back to Openreach so your community is supported in the right way.
The feedback also helped us refine specific processes around the devices customers receive and what to do with them during the transition.
Ruth. A big concern for our communities with the digital switchover was whether their devices were compatible with Digital Voice. How did we work together to respond authentically to concerns and questions about this?
Nav: The partnership helped us understand specific needs and the technologies used by the community. We invited RNID representatives to BT’s test labs to test devices. The tests were successful, and we can reassure customers that accessible devices are compatible with Digital Voice.
I can’t comment on other providers, but all devices tested by RNID in our test labs worked with Digital Voice and are compatible.
Ruth: What have been some of the key milestones of the partnership so far?
Nav: Beyond the device testing, a major milestone has been reaching people across the UK by using RNID’s communications channels. We’ve had opportunities to run sessions with RNID colleagues to educate on the switchover, and using social media, magazines and newsletters has amplified the message.
Working together on our Connected Together campaign, targeting children and grandchildren of older or vulnerable customers, has helped get the messaging right and given families the toolkits to make the transition easier.
Ruth: As we move into the next phase of the partnership, where does our focus lie and what do we need to achieve?
Nav: As we enter the final year, we’re especially focused on copper customers, vulnerable customers, and those who aren’t engaging with us. The key ask is for customers to book their engineer or tell us about any additional needs so we can support them.
We need to meet the January 2027 deadline, and there are still customers to move – those without broadband (landline-only), those on copper-only broadband where fibre isn’t available, and customers using telecare devices. Support for non-responders is crucial to meeting the timeline.
Ruth: On a personal level, has engaging with RNID and learning more about hearing loss changed how you see accessibility or inclusion in your work or everyday life?
Nav: The partnership has been fantastic. As an organisation, and for me personally, we’ve learned more about the community’s needs and how to make the switchover simpler.
The guidance and constructive challenge have helped us improve how we communicate. I’ve really enjoyed the partnership and look forward to reaching vulnerable customers who need support. Everything we’ve asked of RNID has been delivered, and it’s been easy to work with the team.