Utilita

2nd December 2019 by Catia Neves

Who is Utilita?

Established in 2003, Utilita is a gas and electricity supplier operating in the commercial and domestic markets in towns and communities throughout the UK.

Specialising in Smart Pay As You Go Energy, Utilita is the UK’s only energy company that was created to help households use and waste less energy, by giving customers better control via digital technology, including smart meters, In-home Display units and a Smartphone app.

Rated by Which? as a four-star supplier for customer service and ‘One to Watch’ on The Sunday Times 100 Best Companies To Work For 2020 list, Utilita has almost 800,000 customers and is the tenth-largest energy supplier in Britain.

Why partner with D&A?

Proportionately, Utilita serves a far higher percentage of Britain’s socially and financially challenged households than most other suppliers, if not all. This brings unique challenges, so it was a logical step to call on the expertise of D&A to ensure we are fully equipped to provide outstanding service to these customers.

What was the challenge?

“We had been taking wellbeing very seriously, but we thought we should be doing more,” says Andrea Stevens-Hunt, Head of Human Resources at Utilita. “So we decided to invite D&A in to help improve our knowledge on issues around (dis) abilities.”

What did we do?

D&A was invited to come and share their disability confidence session with a number of our staff, mainly in the HR and manager/team leader areas. The sessions were so successful that we asked D&A to run specific sessions for our Energy Hub teams up and down the country. At the same time, we realised that there was an opportunity to get D&A involved with our Extra Care team, which looks after more than 140,000 Priority Services Register customers.

The D&A team listened to live calls to see what kind of language was being used, ran workshops with the Extra Care team and have since put together a plan for staff to make improvements

We now have a two to three-year programme agreed with D&A to support our wish to become disability confident throughout the business.

What were the benefits of D&A’s approach?

“D&A has gone down a storm with our staff, it’s been so enlightening,” adds Andrea. “We learnt a lot about barriers and that there aren’t any and that what can be seen as a disability, can be made into an ability. What surprised me is how many small things you can do to make improvements, such as changing the colour of paper or screens to make them more accessible.

“D&A are so engaging, and we feel really supported that if we ever have any issues, we know D&A will be able to help us.”

“We had been taking wellbeing very seriously, but we thought we should be doing more,” says Andrea Stevens-Hunt​, Head of Human Resources at Utilita, a UK energy supplier. She added: “So we decided to invite D&A in to help improve our knowledge on issues around disabilities.”

What did we do?

  • D&A were invited to advise the contact centre for Utilita’s Extra Care Team, which supports the company’s disabled customers. The D&A team listened to live calls to see what kind of language was being used and have since put together a plan for staff to make improvements.
  • We have also trained staff in Utilita’s retail units on the high street, giving them the tools they can use to become more inclusive.

What were the benefits of our approach?

“D&A has gone down a storm with our staff, it’s been so enlightening. We learnt a lot about barriers and that there aren’t any and that what can be seen as a disability, can be made into an ability. What surprised me is how many small things you can do to make improvements, such as changing the colour of paper or screens to make them more accessible.

“D&A are so engaging and I like the fact that they don’t get caught up in jargon. They are so knowledgeable, they make it real and relatable. 

 


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