10 reasons why inclusive customer service is essential to the utilities sector
By Val Proctor, Media Relations Officer at Business Disability Forum.
With 1 in 4 people in the UK living with a disability, the ability of frontline staff to deliver inclusive, respectful, and effective service is more important than ever. The way they interact with disabled customers can shape someone’s whole experience, leading to lasting loyalty, or disappointment and disengagement. That’s why it is vital that customer-facing workers feel confident and equipped to offer great service to everyone.
Yet many of these employees are “desk-free” – meaning they are out in the field interacting with customers in their homes or working in public spaces. They don’t have access to a computer or company email address. There is little time in their day job for structured learning.
Why inclusive customer service matters in the utilities sector
In a nationally representative survey conducted by Business Disability Forum (BDF), 12 per cent of respondents with a disability or health condition said that they had personally experienced problems with their utility provider because of their disability.
Disabled people have spending power, known as the “purple pound”, but our research reveals that many reported their choice was limited and feelings of consumer empowerment were relatively low.
We know that it is often the bad experiences of customer service that hit the headlines, so a new resource from BDF is an example of the positive work that is being carried out and we share some tips from it below.
What are desk-free workers – and why they matter for disabled customers
At BDF, we work with organisations that employ thousands of desk-free workers. These team members are often the first point of contact for disabled customers, and their ability to respond confidently and appropriately can make or break the customer experience. BDF’s research found that 7 in 10 (71 per cent) disabled consumers said that disability or access needs influenced their choice of utility provider or product to some extent. Which means that inclusive communications and practices really are vital.
10 reasons inclusive customer service training is essential for desk-free workers
Whether you line manage desk-free workers in the utility sector or are desk-free yourself, here are 10 reasons why training resources are not just helpful – they’re essential:
1. Meeting regulatory and compliance requirements in utilities
Utilities are heavily regulated in the UK, and inclusivity is a requirement under Ofgem and Ofwat guidelines.
2. Identifying and supporting disabled customers effectively
Inclusive messaging ensures they receive priority services and assistance during outages or emergencies.
3. Being prepared for communication barriers in real-world settings
You may come across a range of communication barriers when interacting with disabled customers. These can include hearing loss, sight loss, or being non-verbal. Some people may experience anxiety, confusion, or become overwhelmed, which can make communication even harder. Transparent, inclusive communication fosters trust, which is vital for utilities that often face public scrutiny over pricing, sustainability, and service reliability.
4. Staying flexible when communication is challenging
At times, as a desk-free worker, you may find it difficult to understand someone due to the way they speak or express themselves. Remember that a customer could experience a combination of factors such as anxiety, confusion, or becoming overwhelmed, so it’s important to stay patient, adaptable, and open in your approach.
5. Taking a proactive approach during home visits
Do you feel confident in meeting the needs of your disabled customers in their homes? For example, there may be restricted access to the property due to medical equipment or mobility adjustments – did you know you could help the customer move anything in the way? But always ask their permission first and make sure any equipment and aids are put back in the right place before you leave.
6. Using varied communication methods to meet different needs
Would you know how to use different communication methods to meet a customer’s needs, for example if they need more time to express themselves or they are sensitive to noise? Have you thought about the fact that someone with hearing loss may not hear you arrive or knock on the door? How do you handle this environment?
7. Recognising and supporting people with less-visible disabilities
At least 80% of disabilities are less-visible – such as diabetes, autism, cancer, epilepsy, learning disabilities, heart and respiratory diseases, and inflammatory bowel disease. Would you know how to recognise signs that someone may need extra time or help? They may have limited eye contact, delayed responses, wear a sunflower lanyard or even have an assistance animal in their home or while out in public. Never assume. Always ask all customers if there is anything you can do or any extra information you can provide to make the visit easier.
8. Reducing the impact of street works on disabled pedestrians
Have you thought about how you set up street works so they don’t impact disabled pedestrians? Examples: leaving enough space for people to pass side-by-side, making sure ramps are secure and avoiding steep drops. These are all important to make works less stressful and physically easier for some disabled people to navigate.
9. Providing information in alternative and accessible formats
As utilities move toward online platforms and smart meters, inclusive communication, which offers information in different formats to meet individual needs, ensures that customers without digital skills or access are not left behind.
10. Using clear communication to reduce complaints and costs
Accessible information minimises confusion, billing disputes, and service complaints which, in turn, improves customer satisfaction and reduces operational costs.
How Business Disability Forum supports desk-free workers
BDF’s new desk-free resources, initially aimed at the utilities sector, offer practical advice and tips on all these scenarios. These resources have been created with leading organisations within the sector, including energy supplier OVO.
Advice is offered in bite-sized chunks, using short videos, guides, factsheets and an implementation guide. All of these can be easily viewed on handheld devices.
Speaking about the resource, Louise Bailey from OVO, one of BDF’s Members, said:
“It is important to us to get things right for our customers and to give them a great experience. To do this, we need our people to be knowledgeable and feel confident in adapting their ways of working or providing extra assistance to our customers who might need that extra help. We need our customers to feel supported and respected.
“Our engineers are busy helping our customers in their homes and don’t always have access to full learning resources. They need information which is easy to access and easy to implement.”
Accessible training resources for desk-free workers
BDF’s desk-free workers resources for the utilities sector are available for utility providers to purchase now for use via their preferred communication and training channels. This allows organisations to adapt and use the content as needed. A similar resource for the retail sector will be launched early in 2026.
Find out more about disability inclusion for desk-free workers
Find out more about the desk-free workers resources: Disability inclusion for Desk-Free Workers | Business Disability Forum