Our Customers
Our customers are our number one priority and to make sure we can provide the best possible services it is important that we understand who our customers are and what requirements they may have.
We are committed to embedding equality and diversity in everything we do, ensuring everyone is treated fairly and equally and that everyone has the opportunity to access our services.
To ensure we fulfil this commitment we carried out an extensive customer profiling exercise over the past twelve months which has seen us successfully collect profiling information on 91.2% of our customers to date. A summary of that information can be found below:
| Equality Strand | Category | Number | % |
| Gender | Female Male |
6419 4069 |
61.2 38.8 |
| Race | White British BME Prefer not to say |
9932 210 293 |
95.2 2.0 2.8 |
| Disability | Physical Other |
2949 2409 5358 |
26.0 21.2 47.2 |
| Age | 16-24 25-44 45-65 65+ |
544 3380 4523 3991 |
4.4 27.2 36.4 32.0 |
| Sexual Orientation | Heterosexual Lesbian/Gay/Bisexual Prefer not to say |
8389 88 1603 |
83.2 0.9 15.9 |
| Religion/belief |
Christian |
7604 1114 236 1122 |
75.5 11.0 2.4 11.1 |
What happens next?
We’ll use this information to evaluate and tailor our services to meet the needs of our communities, such as providing more money for aids and adaptations to assist our disabled customers or planning ahead to meet the needs of our older customers.
In 2010 we promise to continue to learn more about our communities and aim to complete customer profiling for every single customer. If you receive a form please help us to help you by returning it as soon as possible.
In Spring 2010 we will also be launching our new 'Single Equality Scheme' that will be the framework to ensure our services meet the needs and aspirations of our customers in a fair and accessible way.
Want to know more? Call our Equality and Diversity Manager on 0300 365 1111.
Related links
Documents
Annual Report 2008 - 2009 (5.4mb)
Adobe Acrobat
Download Acrobat Here
Case study
Aids and Adaptations (701.4kb)
Audio InVision (907.6kb)
People Power (1.2mb)
Watch a video
