Real help for real life

We recognise every one of us is likely to experience life changing events at some point in our lives. At Yorkshire Building Society we are committed to supporting you through these times so you receive the right help to access our products and services. Simply let us know, so we can explore how to make things easier for you.

Here are some things we can help with:

YBS Services & Branch Accessibility 
Computer/Device & Web Accessibility


YBS Services & Branch Accessibility

We are committed to helping all of our customers access our branches and services.

The following information may be useful to customers who are:

Blind or partially sighted
Deaf, hard of hearing or speech impaired
Mobility impaired
Experiencing money worries

Blind & partially sighted customers

Correspondence

We can provide correspondence, marketing materials and literature in alternative formats such as Braille, large print and audio. We can also provide large print stationery for postal accounts. To let us know your requirements for these please call us on 0345 1200 872.

Once you have declared your requirements for literature in an alternative format, all future correspondence will be sent in that format (with the exception of mailings which can be provided upon request.)

Customer Care Kits

All YBS Branches and Agencies are equipped with a Customer Care Kit which provides tools to help our customers with sight and manual dexterity issues complete transactions more easily.

Our Branch Kits Contain:

  • Large and small bar magnifiers – Doubles the height of the text without increasing the width
  • Large and small sheet magnifiers – Used to magnify multiple lines of text making documents easier to follow
  • Pens with soft firm grips – Allows easier use by people with limited grip
  • Signature guide – used to help vision impaired people sign documents in the correct place
  • Traditional magnifying lens - as preferred by some users

 
External organisations who may be able to help:

Deaf, hearing impaired and speech impaired customers

  • All branches have one counter position with an induction loop that is clearly indicated
  • Sign language (BSL) interpreters, lipspeakers, speech-to-text reporters and deaf-blind interpreters can be arranged by appointment
  • Text-phone (mini-com) users can speak directly to our member contact centre at Head Office on 0345 1200 851*

External Organisations who may be able to help:

YBS have partnered with SignLive!

SignLive is a deaf-owned organisation based in the UK. It is a first-class service provider of online video interpreting services on demand. If you communicate using British Sign Language (BSL) you can get in touch on the phone or face to face in one of our branches or agencies.

Easy and free to use

  • You can use your own phone or device.
  • Costs you nothing.
  • Instant access, no need for appointments.

Once you've downloaded the app and registered to use the SignLive service, get ready for your call:

  • Have your account and other personal details to hand, so we can verify your ID.
  • Log in to the SignLive app on your mobile, tablet or laptop.
  • Select YBS to call.
  • Your interpreter will appear onscreen and relay your conversation.

About SignLive interpreters

All Sign Live interpreters are fully qualified with at least 5 years interpreting experience. They are accredited by and adhere to the National Registers of Communication Professionals (NRCPD) code of conduct.

Security

SignLive is a third party company we’ve partnered with to provide BSL interpreting services.

YBS will do verification and security checks to make sure we are communicating with you, through the BSL Interpreter via SignLive. You should only discuss information that you’re happy for the interpreter to hear.

YBS are confident of SignLive’s security credentials and that your information is safe when using their service to get in touch with us. However, it’s up to you to decide if SignLive is right for you.

If you would like to make your own checks, please get in touch with SignLive direct.
 


Always be scam aware - we encourage everyone to stay safe and regularly read up-to-date information about scams and scammers.

Your personal information

To find out how your personal information is used by YBS and Signlive please visit:

Customers with a mobility impairment

We regularly review the design and layout of our branches and where planning permission allows we improve access to make it as easy as possible.

Customer Care Kits

All YBS Branches and Agencies are equipped with a Customer Care Kit which provides tools to help our customers with sight and manual dexterity issues complete transactions more easily.

Our Branch Kits Contain:

  • Large and small bar magnifiers – Doubles the height of the text without increasing the width
  • Large and small sheet magnifiers – Used to magnify multiple lines of text making documents easier to follow
  • Pens with soft firm grips – Allows easier use by people with limited grip
  • Signature guide – used to help vision impaired people sign documents in the correct place
  • Traditional magnifying lens - as preferred by some users

Money worries

If you are having trouble making your mortgage payments or think you may have in the future, please contact us as soon as possible. By discussing your circumstances with you, we may be able to offer help.

You may also want to try:

  • Our online budget calculator - https://www.ybs.co.uk/savings/personal-budget-calculator
  • Talking to MAT (Money Advice Trust) , who will be able to offer you free, independent advice. They have helped many people to find realistic and affordable ways to solve their debt problems - this is why we have chosen to work with them. You can call MAT direct on freephone 0808 808 4000, or find out more at www.nationaldebtline.org. If self-employed then call them direct on freephone 0800 197 6026 or find out more at www.businessdebtline.org

Web Accessibility

Yorkshire Building Society recognises the importance of providing a website that can be used by the widest possible audience in a variety of ways.

Building a website which is accessible by everyone is our ongoing commitment.

General use of our website
Blind or partially sighted: visual options
Deaf or hard of hearing: audio options
Using Peripherals e.g. keyboard or Mouse
General help using your device

Browser support

We recommend that you use the latest version of the following browsers:

  • Microsoft Edge
  • Mozilla Firefox
  • Apple Safari
  • Google Chrome.

If you are using an older version of any of these browsers we recommend you upgrade to ensure you do not experience any browsing difficulties.

PDFs

In order to view and keep important information from our website it is important you have a PDF reader installed on your computer or browser.

If you do not already have one, click here to download Adobe Reader.

Scripting

JavaScript is used on our website in order to improve usability and experience.

All pages are still accessible if JavaScript is disabled or unavailable however there may be some limited functionality.

Information for Blind customers

We are committed to providing our services to all customers. We aim to ensure that all relevant information is readable by screen readers including providing alt text for images which contain additional information.

If you are looking for help on getting your device to talk to you more information can be found by clicking the 'using peripherals' option above.

Websites for the Blind and visually impaired

UK

International


Visual options for partially sighted customers

The following information may, also, be helpful for partially sighted or visually impaired customers.

Changing text size
Magnifying the screen
Changing the mouse pointer size/style
Changing browser colours
Changing the fonts

Changing text size in your web browser

Google Chrome

  • Open Chrome
  • Type chrome://settings/ into the address bar or click the more icon (three dots at the top right of the window) and select settings.
  • Click on or scroll down to appearance where you'll see 'font size'
  • Choose your preferred text size. This ranges from very small to very large, the default is medium.

Mozilla Firefox

  • Open Firefox
  • Type about:preferences into the address bar or click the menu icon (three lines at the top right of the window) and select options.
  • Scroll down to 'language and appearance' where you'll see 'fonts and colours'
  • Choose your preferred text size. This ranges from point size 9 to point size 72, the default is 16.

Microsoft Internet Explorer/Edge

  • Open IE/Edge
  • Right click with your mouse on the address bar and select 'menu bar' or press the 'Alt' key on your keyboard to load the menu bar.
  • On the menu bar click view and select 'text size'.
  • Choose your preferred text size. This ranges from smallest to largest, the default is medium.

In earlier versions of Internet Explorer 'text size' is found using the 'page' button.

Apple Safari

  • Open Safari
  • Click on the 'view' menu
  • Hold down the 'option' key while you select 'Make Text Bigger or Make Text Smaller'
  • You can also use keyboard shortcuts: To increase the font size, press Option-Command-Plus sign (+) and to decrease it, press Option-Command-Minus sign (-)


You can also change the text size on your computer or mobile device itself by using the 'ease of access' or 'accessibility' settings. For more information visit your device's support centre:

Magnifying the screen in your web browser

Google Chrome

  • Open Chrome
  • Click the more icon (three dots at the top right of the window).
  • Scroll down to zoom. Make everything bigger by clicking on the + symbol to the right of the % or make everything smaller by clicking on the - symbol to the left of the %.

You can also zoom in by pressing 'Ctrl and Plus sign (+)' and out by pressing 'Ctrl and Minus sign (-)' on your keyboard.

Mozilla Firefox

  • Open Firefox
  • Click the menu icon (three lines at the top right of the window).
  • Scroll down to zoom. Make everything bigger by clicking on the + symbol to the right of the % or make everything smaller by clicking on the - symbol to the left of the %.

You can also zoom in by pressing 'Ctrl and Plus sign (+)' and out by pressing 'Ctrl and Minus sign (-)' on your keyboard.

Microsoft Internet Explorer/Edge

  • Open IE/Edge
  • Click on the settings cog (at the top right hand side of the window)
  • Select zoom
  • Choose your preferred screen size.

You can also zoom in by pressing 'Ctrl and Plus sign (+)' and out by pressing 'Ctrl and Minus sign (-)' on your keyboard.

Apple Safari

  • Open Safari
  • Click on the 'view' menu
  • Select 'Zoom in' or 'Zoom out'

You can also zoom in by pressing Command and Plus sign (+) and out by pressing Command and Minus sign (-) on your keyboard.


You can also magnify the screen on your computer or mobile device itself by using the 'ease of access' or 'accessibility' settings. For more information visit your device's support centre:

Changing the mouse pointer size/style

Windows

  • Open the 'Ease of Access Center' by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center'. You can also open this using the keyboard shortcut 'Windows Key and U'
  • Under the 'Explore all settings' header, click on 'Make the mouse easier to use'. You can also press Tab until this is highlighted and then press Enter.
  • Click on the radio button next to the mouse pointer of your choice. Again you can also press Tab until this is highlighted and then press Enter.

You can also customise your mouse pointer by clicking mouse settings from the window above. This will open the 'mouse properties' window.

Apple Mac

  • Open System Preferences by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu
  • In the 'System Preferences' window, click either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system
  • Click the Mouse tab or the Display item in the sidebar
  • You'll see a horizontal slider called Cursor Size. Drag it to adjust the mouse pointer's size.

Changing browser colours

Google Chrome

  • Open Chrome
  • Type chrome://settings/ into the address bar or click the more icon (three dots at the top right of the window) and select settings.
  • Click on or scroll down to appearance and click on 'themes'
  • This will take you to the 'Chrome Web Store' where you can download 'high contrast' themes etc.

Mozilla Firefox

  • Open Firefox
  • Type about:preferences into the address bar or click the menu icon (three lines at the top right of the window) and select options.
  • Scroll down to language and appearance and click on 'colours'
  • Choose the colours you wish to use and select OK when requested

Microsoft Internet Explorer/Edge

  • Open IE/Edge
  • Click on the settings cog (at the top right hand side of the window).
  • Under Appearance, select colours
  • Uncheck the 'use windows colours' checkbox
  • Select you colours then select OK when requested


You can also change the colours on your computer or mobile device itself by using the 'ease of access' or 'accessibility' settings. For more information visit your device's support centre:

Changing the fonts in your browser

Google Chrome

  • Open Chrome
  • Type chrome://settings/ into the address bar or click the more icon (three dots at the top right of the window) and select settings.
  • Click on or scroll down to appearance and click on 'customize fonts'
  • Select your preferred fonts.

Mozilla Firefox

  • Open Firefox
  • Type about:preferences into the address bar or click the menu icon (three lines at the top right of the window) and select options.
  • Scroll down to language and appearance where you'll find 'fonts and colours'
  • Choose the font you wish to use

Microsoft Internet Explorer/Edge

  • Open IE/Edge
  • Click on the settings cog (at the top right hand side of the window)
  • Select Internet options
  • Select the General tab
  • Under Appearance, select fonts
  • Choose the fonts you wish to use and select OK when requested

Apple Safari

  • Open Safari
  • Select preferences and click Appearance.
  • Click the appropriate 'Select' button to change the font for 'Standard font' or 'Fixed-width font'


Information for Deaf customers

We are committed to providing our services to all customers. We aim to ensure that all videos we have on the website are subtitled/captioned and we, also, provide transcripts for any audio we provide.

Websites for the Deaf and hard of hearing

UK

International


Audio options for hearing impaired customers

The following information may, also, be helpful for hearing impaired customers.

Hearing options on phone or tablet
Hearing options for your computer

Hearing options for your phone and tablet

Hearing aid compatibility

On some devices you are able to connect compatible hearing aids just as you would any other Bluetooth device. For more information visit your devices accessibility help pages:

Mono audio

If you are hard of hearing in one ear and use headphones with your device it may be helpful to set your audio channels to mono so you can hear both 'left' and 'right' channels at the same time.

You can do this by going in to your device's settings, finding 'accessibility' and selecting the 'Mono Audio On/Off' button or toggle. On some devices you can also change volume for each ear individually.

Hearing options for your computer

Setting up visual alerts

Sound is often used on a computer to alert the user of an error, or for notification that a task is complete or an action is required.

To get a visual alert when there are sound alerts on your computer, you can:

Windows

  • Turn on 'Sound Sentry'
  • To do this, open the 'Ease of Access Center' (by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center' or by using the keyboard shortcut 'Windows Key and U')
  • Under 'Explore all settings' click 'Use text or visual alternatives for sounds'
  • Check the box that says 'Turn on visual notifications for sounds (Sound Sentry)' and choose your preferred visual warning

Apple

  • Opening System Preferences (by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu)
  • In the 'System Preferences' window, click either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system
  • Then select 'Audio'
  • Then select the 'Flash the screen when an alert occurs' checkbox.


Mono audio

If you are hard of hearing in one ear and use headphones with your device it may be helpful to set your audio channels to mono.

You can do this by:

Windows

  • Opening the 'Ease of Access Center' (by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center' or by using the keyboard shortcut 'Windows Key and U')
  • Then select 'Audio'
  • Then select the 'mono audio' slider or toggle.

Please note: this function is not available in Windows 7

Apple

  • Opening System Preferences (by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu)
  • In the 'System Preferences' window, click either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system
  • Then select 'Audio'
  • Then select the 'Play stereo audio as mono' checkbox.

Using Peripherals

Making the keyboard easier to use
Making the mouse easier to use
Having your device talk to you

Making the keyboard easier to use

Windows

  • Open the 'Ease of Access Center' by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center'. You can also open this using the keyboard shortcut 'Windows Key and U'
  • Under the 'Explore all settings' header, click on 'Make the keyboard easier to use'. You can also press Tab until this is highlighted and then press Enter.
  • Here you can turn on sticky keys (so you can use multiple keys in a shortcut one key at a time), make it so you can use your keyboard as a mouse and make it easier to manage windows.

You can also access keyboard settings from the window above. Here you can change repeat rates and the cursor blink rate.

Apple Mac

  • Open System Preferences by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu
  • In the 'System Preferences' window, click on Mouse.
  • Here you can change settings such as key repeat and illumination.

You can also click the mouse tab in either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system. Here you can turn on sticky keys (so you can use multiple keys in a shortcut one key at a time).

Making the mouse easier to use

Windows

  • Open the 'Ease of Access Center' by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center'. You can also open this using the keyboard shortcut 'Windows Key and U'
  • Under the 'Explore all settings' header, click on 'Make the mouse easier to use'. You can also press Tab until this is highlighted and then press Enter.
  • Here you can change your mouse pointer, make it so you can use your keyboard as a mouse and make it easier to manage windows.

You can also access mouse settings from the window above. Here you can switch the buttons around to make the mouse easier to use left-handed, make the double-click speed slower or faster and customise your pointer and wheel options.

Apple Mac

  • Open System Preferences by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu
  • In the 'System Preferences' window, click on Keyboard.
  • Here you can change settings such as scroll direction and secondary-click options.

You can also click the mouse tab in either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system. Here you can change the mouse pointer size, scrolling speed and tracking speed of your mouse.

Having your device talk to you

Windows

There are many screen readers available. Here is how to turn on the built in 'Narrator'

  • Open the 'Ease of Access Center' by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center'. You can also open this using the keyboard shortcut 'Windows Key and U'
  • Click on 'Start Narrator'
  • This will open the 'Narrator' window where you can change the settings accordingly.

Apple Mac

There are many screen readers available. Here is how to turn on the built in 'VoiceOver'

  • Open System Preferences by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu
  • In the 'System Preferences' window, click either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system
  • Click VoiceOver, then click Open VoiceOver Utility. Here you can turn on VoiceOver and change its settings.
  • You can also turn VoiceOver on and off by pressing Command-F5 on your keyboard.

Android

There are many screen readers available. TalkBack is the screen reader software built into the Android Operating System.

  • Open ‘Settings’ and choose ‘Accessibility’
  • Under Screen readers select 'Talkback'. Here you can turn on TalkBack and changes its settings.

Apple

There are many screen readers available. VoiceOver is the screen reader software built into the Apple Operating System.

  • Open ‘Settings’, select 'General' and choose ‘Accessibility’
  • Under Vision select 'VoiceOver'. Here you can turn on VoiceOver and changes its settings.

General help using your device

Making your mobile / tablet easier to use
Making your computer easier to use

Making your mobile/tablet easier to use

Mobile devices have many accessibility features which may be useful to you.

You can explore these by visiting your device's accessibility settings:

Apple

  • From the Home screen, go to settings
  • Click General then select 'Accessibility'

Android

  • Open your settings app
  • Scroll down to and select 'Accessibility'

For more information visit your device's accessibility help pages:

 

Making your computer easier to use

Your computer has many accessibility features which may be useful to you.

You can explore these by visiting the 'Ease of Access Center' or accessibility settings:

Apple

  • Open System Preferences by clicking its icon in the Dock, or by selecting System Preferences from the Apple menu
  • In the 'System Preferences' window, click either the 'Universal Access preference pane' or the 'Accessibility preference pane' depending on your operating system

Windows

  • Open the 'Ease of Access Center' by clicking the 'Start' button, then 'Control Panel', 'Ease of Access' then 'Ease of Access Center'. You can also open this using the keyboard shortcut 'Windows Key and U'

For more information visit your devices accessibility help pages:

 

Other Help

Whether you're looking for help with bereavement, power of attorney, managing your account or something else we can help.

Third Party Organisations

We’re committed to supporting all our customers to access our products and services. Here are some other organisations that may be able to offer specialist help in aspects of your life.

Accessibility: Third Party Organisations

We’re committed to supporting all our customers to access our products and services. There are other organisations that may be able to offer specialist help in aspects of your life.

Below are links to some key organisations.

Age Related:

Mental Health

Mind doesn’t currently operate in Scotland or Northern Ireland – the following organisations may be helpful:

  • The Scottish Association for Mental Health
  • The Northern Ireland Association for Mental Health

Money Worries

Health & Medical Conditions

Life Changing Events and Family Circumstances