LSB publishes findings on access for deaf customers

LSB has published its research on accessibility for deaf customers in banking and credit. The report highlights that progress has been made in almost all of the seven key deaf accessibility services drawn out in its initial paper in 2023. Highlights of the report include:

  • The availability of remote-access British Sign Language (BSL) has increased to being offered by 73% of survey registered firms, up from 55% in 2023.
  • Access to lip speaker services has increased from availability at 36% of survey registered firms to 45%.
  • Note takers are now offered at 45% of survey registered firms in 2024 from 36% in 2023.
  • BSL online translation is available through 18% of survey registered firms in 2024, an increase from 9% in 2023.

The report emphasised that although the progress was welcome, improvements can still be made. In particular, when new services are introduced by firms, it is important that all team members are aware of these in order to full utilise them to support customers.

Harry Wells