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The Office of the Independent Case Examiner (ICE) is committed to ensuring that our service is accessible for all customers, and that disabled people are not disadvantaged when accessing our service.聽聽聽

We will ensure we meet the requirements of the and the . We will take all reasonable steps to remove or reduce the disadvantages disabled people and people living with a long-term health condition or impairment may face in accessing our service.聽聽聽

Our duty to make reasonable adjustments largely applies to making sure our service is accessible鈥痠f you are disabled.聽 We will consider each request individually and fully consider the facts.聽

ICE can make adjustments if you have a disability or health condition that makes it difficult to:聽

• use the phone聽
• read letters聽

Difficulty using the phone聽

If you have difficulty using the phone, you can use one of the following services instead.聽

Relay UK聽

鈥痠s a national service provided by BT that helps people with hearing and speech difficulties communicate over the phone.聽聽

Video Relay Service聽

Video Relay Service allows British Sign Language (BSL) users to communicate with鈥�DWP鈥� through a BSL鈥痠nterpreter. The service is available for all DWP benefits and services.聽聽聽

Other alternatives to the telephone聽

If you cannot use these, you can ask for:聽

• communication by email or letter
• support from a family member, a friend or someone else such as a welfare rights adviser 鈥� you will need to give permission for others to help you

Difficulty reading letters聽聽

If you have difficulty reading letters, you can let us know when you contact us. You can ask for information in other ways, for example:聽

• larger font size
• Braille 鈥� ICE will ask you to confirm if you need grade 1 (also known as uncontracted Braille) or grade 2 (also known as contracted Braille).聽
• audio 鈥� ICE can produce letters on CD or as a MP3 file.聽
• email 鈥� if you use assistive technology, you can get letters emailed to you in a suitable format
• phone 鈥� ask for a phone call to explain things in more detail
• paper colour 鈥� if you find it difficult to read letters because of the colour of the paper it is written on, you can ask for them in a different colour

If your case need to be prioritised

Depending on the your circumstances, it may also be appropriate to prioritise your case.聽

Other adjustments

If you feel you need an adjustment which is not listed here, contact us so that we can consider whether there may be any further adjustments we can offer.聽 While we will always try to offer as much practical assistance as is reasonably possible, there may be cases where we are not able to offer everything you ask for.

Contact ICE

The quickest and easiest way to contact us is by email:聽[email protected]

You can also write to us: