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Summer Adjournment

It is a shame that, on only the second day on which the Backbench Business Committee has chosen the business, Back Benchers such as my hon. Friend the Member for Liverpool, Wavertree (Luciana Berger) are being cut off in their prime and others have not been able to raise all the issues that they wished to raise. More than 9 million people in the UK are deaf or hard of hearing. That is about one in every seven people, or approximately 14,000 per constituency. I wish to explore issues of accessibility for people who are deaf or hard of hearing to telephone services as well as shops and businesses. Deafness is the invisible disability and many elderly people tell me that hearing aids are automatically seen as a sign of decrepitude. That could explain why only some 2 million people use hearing aids when it is estimated that between 5 million and 6 million could benefit from them. Those who have difficulty hearing find that when speaking on the telephone or face to face people are impatient with them, and even sometimes seem to find it acceptable to be rude to them. Many hon. Members will associate deafness and hearing loss with the use of British sign language or BSL. It is important to our understanding of the issue that we acknowledge the fact that only 50,000 people in the UK use BSL as a first or preferred language. In fact, the Royal National Institute for Deaf People, the UK's largest deaf and hearing loss charity, estimates that more than 8.2 million people have mild to moderate deafness. I declare an interest, as that figure includes me. I lost all hearing in one ear at the age of 16 after contracting mumps. I wish to highlight action that businesses can take to better help their customers who are deaf or hard of hearing access them over the telephone. This is an especially important area as more businesses adopt automated answering software and call centre staff as the public's primary means for contacting them. I am sure that we can all recall frustrating experiences when trying to contact a business by that method. Imagine how much more frustrating it would be with a hearing loss. Often you are asked to press a number to ensure that your call can be directed appropriately, but if you do not properly hear these instructions immediately it can be very difficult to seek clarification and often calls go round in circles or are prematurely terminated. It is also deeply frustrating when a person asks the call centre operator to give a yes or no answer, but the operator reverts to the fixed script they have to use and gabbles or mumbles, despite being asked to speak slowly. Some people who have speech difficulties, perhaps after a stroke, also have problems using voice recognition telephone systems, which can be a nightmare. If a business wishes to have that kind of system, it is essential that there is an early and clear option for people with a hearing loss to be put through to an operator who has received deaf awareness training. There are some very simple steps that businesses can take. These include ensuring that their operators speak clearly and at a slow speed and that they repeat themselves when asked to do so. Businesses must recognise that calls involving customers who are deaf or hard of hearing will be of a longer length. I hope that the Deputy Leader of the House will ask the Minister responsible to consider introducing a set number on all systems that people who are deaf or hard of hearing could press to be put through to somebody who understands their needs. I also wish to raise the problems with text relay, which is a national relay service that allows text phone users to communicate with users of normal telephones through a relay assistant. It is a complex system and it does take time, but unfortunately call centre staff and others are reluctant to use it, simply because it does take time. However, some large and high-profile businesses are doing the right thing, including Western Power, Lloyds TSB, Barclays Bank and even Government agencies such as HMRC. There are some simple steps that can be taken to ensure that people who are deaf or hard of hearing can communicate, and even I was surprised, as someone who is hard of hearing, at just how simple those steps are. People can ensure that they talk in a place with good lighting so that they can be lip-read; they talk in a place away from noisy distractions; they face the person, again so they can be lip-read; they speak clearly, but not too slowly, and do not exaggerate their lip movements; and they do not shout, because that is uncomfortable for a hearing aid user and it looks aggressive. Better use of a loop induction system would help as well. In a mystery shopping expedition by the Royal National Institute for Deaf People, only 22% of shops had an operational loop. It would seem that regional managers of stores are fully aware of the importance, but do not switch them on. I have many more issues to raise, and perhaps I need to return to the House to discuss them further.