Understanding Video Relay Service for Deaf Individuals in the UK

John Hood
Nov 22
3 min read

Communication is a fundamental part of everyday life, yet for many deaf people in the UK, connecting with others over the phone can be a challenge. Video Relay Service (VRS) offers a vital solution, enabling clear and effective communication through sign language interpreters via video technology. This post explores how VRS works, its benefits, and how it supports deaf individuals in the UK to communicate more freely and independently.

Eye-level view of a video relay service setup showing a deaf person using sign language on a tablet — Deaf person using Video Relay Service on a tablet

What is Video Relay Service?

Video Relay Service is a communication tool that allows deaf people who use British Sign Language (BSL) to make phone calls to hearing individuals. Instead of relying on text or voice alone, VRS uses a live sign language interpreter who translates between BSL and spoken English in real time. This service bridges the communication gap by combining video technology with professional interpreting.

How Does Video Relay Service Work?

The process of using VRS is straightforward and user-friendly:

The deaf person initiates a call using a video-enabled device such as a smartphone, tablet, or computer.
They connect to a VRS provider, where a qualified BSL interpreter is available.
The interpreter signs to the deaf caller and listens to the spoken response from the hearing person.
The interpreter then voices the deaf caller’s signed message to the hearing person.
This back-and-forth continues until the conversation ends.

This setup allows deaf individuals to communicate naturally in their preferred language without needing to type or rely on text-based services.

Who Can Use Video Relay Service in the UK?

VRS is designed primarily for deaf people who use British Sign Language. It is available across the UK and can be accessed through various providers approved by the government or telecommunications regulators. Users typically need:

A device with video capabilities and internet access.
Registration with a VRS provider.
Basic knowledge of how to operate the video calling platform.

Some services also offer mobile apps, making it easier to use VRS on the go.

Benefits of Video Relay Service for Deaf Individuals

VRS offers several advantages that improve communication and independence:

Natural Communication: Deaf users can communicate in BSL, their first language, which is faster and more expressive than typing.
Real-Time Interaction: Conversations happen live, allowing for immediate responses and smoother exchanges.
Access to Services: VRS enables deaf people to contact emergency services, healthcare providers, banks, and other essential services without barriers.
Privacy and Confidentiality: Professional interpreters follow strict confidentiality rules, ensuring users’ privacy.
Increased Independence: Deaf individuals can make calls without needing a hearing person to assist, promoting autonomy.

Examples of Video Relay Service in Everyday Life

Booking Appointments: A deaf person can call a doctor’s office using VRS to schedule an appointment without needing a third party.
Customer Service Calls: Whether contacting a bank or utility company, VRS allows direct communication with customer service representatives.
Emergency Situations: VRS can be used to quickly reach emergency services, providing critical access when needed.
Social Connections: Deaf individuals can maintain personal relationships by calling friends and family who do not know sign language.

Challenges and Considerations

While VRS is a powerful tool, some challenges remain:

Internet Access: Reliable internet is essential for smooth video calls, which may not be available everywhere.
Interpreter Availability: At peak times, there might be a wait for an interpreter, though most providers work to minimize delays.
Technology Comfort: Some users may need support to become comfortable with the technology involved.
Cost and Funding: VRS is often funded by government schemes or telecommunications providers, but awareness of eligibility and access can vary.

How to Access Video Relay Service in the UK

To start using VRS, deaf individuals can follow these steps:

Research and select a VRS provider approved in the UK.
Register with the chosen provider, which may involve verifying deafness and BSL use.
Download any necessary apps or set up video calling software.
Learn how to initiate calls and connect with interpreters.
Use the service as needed for personal, professional, or emergency communication.

Many organisations supporting deaf people can provide guidance and assistance in setting up VRS.