Interact. Differently.
Deaf, deafened and hard-of-hearing clients communicate in different ways. We ask what works best for you and adapt our meetings, messages, documents and services accordingly.
Tell us what works best for you.
Some clients use British Sign Language. Some lip-read. Some use hearing aids or cochlear implants. Others prefer email, text, captions or written information.
Not every Deaf person uses BSL, and not everyone can lip-read. Hearing technology may help, but it does not remove every communication barrier.
We do not decide what you need based on a label. We ask about your preferences and agree a practical way of working.
Hearing loss does not create one standard need
Your preferred communication method may also change depending on the task, meeting or environment.
Text-first communication
Email, WhatsApp or text may be easier than receiving unexpected telephone calls.
Captioned video calls
A video meeting with live captions may provide both visual and written information.
British Sign Language
A BSL interpreter or communication support worker can join a meeting. We can share information in advance and allow appropriate time.
Lip-reading
Clear lighting, an unobstructed face, a steady speaking pace and one speaker at a time can make a difference.
Written confirmation
Important names, prices, deadlines, decisions and actions can be confirmed clearly in writing.
Fluctuating hearing
Fatigue, illness, background noise, tinnitus or the environment may change how easy communication feels.
Clear ways we can adapt our service
These adjustments can be combined and changed as the work develops.
No telephone-only process
Applications, questions, decisions and customer support can be handled through written or visual communication.
Written agendas in advance
We can send the subjects and questions before a meeting so you know what will be discussed.
Captions and meeting chat
Where the meeting platform allows it, live captions and the written chat can support the conversation.
One speaker at a time
Our team can avoid people speaking over each other and identify clearly who is talking.
Clear faces and lighting
During video meetings, we can keep cameras steady, faces visible and avoid covering the mouth.
Written summaries afterwards
We can confirm decisions, responsibilities, costs, deadlines and the next steps after a meeting.
Interpreter participation
We can work alongside a BSL interpreter, lipspeaker, speech-to-text reporter or communication support worker.
Extra time where needed
Meetings can include pauses, repetition, clarification and time for information to be interpreted or typed.
Accessible meetings need a little planning
We aim to consider communication throughout the meeting, rather than relying on the client to keep interrupting when something is unclear.
Prepare properly
- Confirm your preferred communication method.
- Send a clear agenda and relevant documents.
- Allow time to arrange communication support.
- Share names and roles of the people attending.
- Confirm that captions or chat will be available.
Communicate clearly
- Use good lighting and keep faces visible.
- Speak clearly without exaggerating lip movement.
- Allow one person to speak at a time.
- Use the chat for names, figures and key points.
- Pause and clarify without making it awkward.
Confirm the outcome
- Send a written summary of what was agreed.
- Confirm prices, dates and responsibilities.
- List the next actions clearly.
- Give you an opportunity to correct misunderstandings.
- Use your preferred method for follow-up.
Accessibility is not limited to meetings
We consider communication when delivering business support, websites, accounts, documents and ongoing services.
Brainstorm and business planning
Ideas can be explored through written notes, video meetings, captions, screen sharing and clear visual examples.
Accounts and administration
Invoices, figures, payment dates and account information can be presented clearly without relying on telephone conversations.
Website and digital content
We can consider captions, transcripts, visual contact options and alternatives to audio-only information.
Ongoing business support
We can record your communication preferences and use them across the services you receive.
One main contact, with a wider team behind them.
Different specialists may help with your website, accounts, printing or another service.
Where possible, one main contact keeps track of the work, your communication preferences and the information shared with the wider team.
The same prices. Communication that works.
Deaf and hard-of-hearing clients are valued paying clients, not charity cases.
We do not provide our work for free. However, using written communication, captions, meeting chat, clear summaries and other reasonable adjustments is part of providing a good service.
Could Access to Work help?
Access to Work may provide funding for approved communication support, specialist equipment or other practical assistance when deafness or hearing loss creates barriers to employment or self-employment.
Business and communication support
Another Brilliant Idea provides business, communication and administrative support. We do not provide hearing assessments, audiology services, medical treatment or clinical advice.
Tell us how you prefer to communicate. We will work from there.
Book a meeting and tell us what you are trying to achieve, which communication methods work best and which adjustments would make using our services easier.
Causes of hearing loss, deafness and related conditions
Hearing loss can develop gradually or suddenly, affect one or both ears, and be temporary or permanent. Sometimes there is a clear medical cause and sometimes the cause is not known.
Conductive hearing loss
Sound is prevented from travelling effectively through the outer or middle ear. Possible causes include earwax, an ear infection, a perforated eardrum or a problem with the small bones inside the ear.
Sensorineural hearing loss
This involves damage to the inner ear hair cells, the hearing nerve, or both. Possible causes include ageing, loud noise, genetic factors, illness and some medicines.
Mixed hearing loss
A person can experience both conductive and sensorineural hearing loss at the same time. The right support depends on the individual cause, hearing assessment and personal needs.
Sudden hearing loss can be a medical emergency
A sudden loss of hearing in one or both ears should not be ignored. Contact NHS 111 or ask for an urgent GP appointment. When this is not possible, attend an accident and emergency department.
Read RNID guidance on sudden hearing lossAge-related hearing loss
Gradual hearing loss can develop as the inner ear changes with age. It commonly affects both ears and may make speech harder to understand, particularly where there is background noise.
Information and support from RNIDNoise-induced hearing loss
Repeated exposure to loud music, machinery or workplace noise can damage the inner ear. A single extremely loud sound may also affect hearing or cause tinnitus.
Protect your hearing with RNIDGenetic and congenital deafness
Some people are born Deaf or have hearing loss caused by inherited or new genetic changes. Hearing loss may be present from birth or become apparent later in life.
Genetic hearing information from RNIDEarwax and ear infections
Earwax build-up and infections can block sound or cause temporary hearing loss. Pain, discharge, pressure, itching or fever may also be present.
NHS hearing loss guidancePerforated eardrum or middle-ear damage
Infection, injury, loud noise or changes in air pressure can damage the eardrum. Injury or serious infections can also affect the small hearing bones in the middle ear.
Check symptoms with the NHSOtosclerosis
Otosclerosis involves abnormal bone growth around the stapes, one of the tiny bones in the middle ear. This can restrict its movement and cause gradual hearing loss.
Otosclerosis information from RNIDSudden hearing loss
Hearing may disappear instantly or reduce over a short period. Tinnitus, dizziness or balance problems may also occur. Prompt medical assessment can be important.
Sudden hearing loss guidanceMénière’s disease and vestibular conditions
Inner-ear and vestibular conditions may involve hearing loss, tinnitus, dizziness, vertigo, imbalance or a feeling of pressure inside the ear.
Ménière’s & Vestibular UKTinnitus
Tinnitus is hearing sounds such as ringing, buzzing, humming or hissing without an external source. It is often associated with hearing loss, although there can be other causes.
Support from Tinnitus UKSingle-sided deafness
Hearing loss in one ear can affect the ability to locate sound, follow group conversations and understand speech where there is background noise.
Single-sided deafness informationChildhood deafness and glue ear
Deafness in children may be temporary or permanent. Possible causes include genetic factors, infections and glue ear, where fluid collects behind the eardrum.
National Deaf Children’s SocietyDeafblindness
Deafblindness is combined sight and hearing loss. A person does not need to be completely Deaf or completely blind. It can create distinct communication, information and mobility barriers.
Support from Deafblind UKPractical information, emotional support and workplace help
These organisations provide specialist information and support for Deaf people, people with hearing loss and their families.
Information about hearing loss, tinnitus, hearing technology, communication, employment and rights.
Visit RNIDPractical and emotional support, community sessions, webinars, technology information and lived experience.
Visit Hearing Link ServicesAccessible health information and specialist mental health support for Deaf people, including BSL services.
Visit SignHealthFunding may be available for approved communication support, specialist equipment or workplace assistance.
Read our Access to Work guideInformation, not a diagnosis
This section provides general information and links to independent support organisations. Hearing loss, tinnitus, dizziness, ear pain or changes in hearing should be discussed with a GP, pharmacist, audiologist or other qualified healthcare professional. Do not use this page to diagnose the cause of your symptoms.