We have become one of the first businesses to achieve certification to the British Standards and Improvement Company’s (BSI) new Inclusive Service Kitemark, underlining our commitment to supporting vulnerable customers.
The BSI has created the Inclusive Service Kitemark to recognise organisations that provide an inclusive and flexible service that benefits all customers, regardless of their personal circumstance.
Topics such as the identification of customer vulnerability, inclusive design of products and services as well as methods of data collection and protection are all assessed to ensure a business is creating an inclusive service for all.
The Inclusive Service Kitemark provides a framework to help organisations and employees understand the underlying factors related to customer vulnerability, and work to develop and implement processes and collaborate with partners to overcome any challenges they may face.
Kendal Morris, Customer Service Director at SP Energy Networks, said: “We’re committed to providing a fully inclusive service for all our customers so I am delighted that our efforts have been recognised by becoming one of the first businesses to achieve the Inclusive Service Kitemark.
“More than ever before, it’s important to recognise and support vulnerable customers through fair, flexible and inclusive services that ensure the best possible outcomes for them.
“I’d like to thank BSI for the recognition and look forward to using the framework to ensure we continue to not only maintain but continue to innovate to provide a service suitable for all.”
Additionally, the Kitemark aligns with regulators including Ofgem, Ofwat FCA, United Regulators NI and their strategies which aim to encourage organisations to do more to safeguard customers in vulnerable situations.
To achieve the BSI Inclusive Service Kitemark, organisations are assessed by an expert auditor against the BS ISO 22458 standard and scheme requirements. This is a two-part assessment, which also includes a programme of ongoing monitoring to ensure continued compliance with certification requirements.
Natasha Bambridge, Global Consumer Promise Practice Director at BSI, said: “Amid the cost-of-living crisis, and the growing number of vulnerable adults living in the UK, protecting vulnerable consumers has never been so critical. The Inclusive Service Kitemark demonstrates SP Energy Networks’ ongoing commitment to offering an inclusive service for all at such a critical time.
“All of the organisations that have achieved certification have proved they understand the impact of consumer vulnerability and provide an inclusive and flexible approach to address it. Therefore, these organisations are better able to meet a diverse range of consumer needs, making it easier for consumers to access information, services and products, make good decisions and achieve positive outcomes.”
The BSI Inclusive Service Kitemark focuses on protecting vulnerable consumers and the certified organizations’ have demonstrated compliance to the standard, BS ISO 22458 Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service.
Other companies receiving the certification alongside SP Energy Networks are; Anglian Water Services Limited, Northern Gas Networks, PayPlan, Power NI Energy Limited, Santander UK PLC, South East Water Limited, Scottish and Southern Electricity Networks and Wales & West Utilities.