Compliment for Derek in the accessibility team. ID number DJO44. Phone call on 19/07/2025.
I have contacted Sky's accessibility team recently and have had a disappointing experience trying to resolve an issue for my mum's account as she has an Alzheimer's diagnosis. I was essentially told that I could do nothing to resolve the issue each time and was offered a phone call from a manager last week which didn't materialise. I therefore had to call back again today and was understandably frustrated.
Derek dealt with my call today. He was friendly, helpful, thorough, called me back when he promised to, and most importantly listened to my concerns and responded appropriately. He went over and above to resolve all the issue and to help my mum who is vulnerable and who is in financial hardship.
Whilst I was frustrated at my other conversations with Sky team members, I feel it is important to also recognise when someone does a good job, and from my experience today I believe Derek is a great member of your team who seems to genuinely understand and care for customers with additional needs. I hope this feedback is passed on to his manager so that he gets some recognition for this.
