In April 2021, The Royal National Institute of Blind People, the RNIB, announced changes to their braille library service. Their new system offers access to more digital copies and home delivery of books on request. However, In Touch listeners have expressed their concerns about long wait times and no longer being able to return books, leading to high levels of wastage. We invited Ailsa Fairley and Tim Pennick to share their concerns with Dave Williams, The RNIB's Customer Experience Manager.

Presenter: Peter White
Producer: Beth Hemmings
Production Coordinator: Paul Holloway

Website image description: Peter White sits smiling in the centre of the image. He is wearing a dark green jumper with the collar of a check shirt peeking at the top. Above Peter's head is the BBC logo, Across Peter's chest reads "In Touch" and beneath that is the Radio 4 logo. The background is a series of squares that are different shades of blue.