Disability inclusion is at the heart of our identity as a modern mutual. It is a fantastic measure of our humanity. We know that when disabled people are given equal access to work, participate, and of course, to bank – it not only works for them but also society as a whole. It’s about recognising our differences and what that means for us as an employer and business – it’s about adapting the way we work to ensure barriers are removed and opportunities are created. This isn’t just the right thing to do, it makes fundamental good business sense.
Modern mutuality means a lot of things to us – but crucially, when it comes to inclusion, it means that we need to make sure our strategy reflects society. Everyone we serve, employ, or do business with needs to be able to do what they need to do easily – and in the way that works best for them, whether that’s in branch, over the phone, or online.
The secret to our inclusion strategy on disability is listening. If you’re not willing to capture what your customers and colleagues have to say, you’re not going to run a successful business. This applies to all although it is especially true of marginalised voices. That’s why we chose to sponsor the Disability Power 100: by amplifying those strong voices, and change agents, who speak out or deliver greater inclusion, we encourage more people to join them in making themselves heard – and making the world a more inclusive, and better, place.
Listening to our colleagues about their ideas on inclusion led to the creation of Speak Easy, the first dedicated support tool of its kind for customers with communication difficulties offered by a UK banking provider. These custom-made printed cards are available in branches across the UK for those who need it, whether they are non-speaking or find verbal conversation difficult due to autism, aphasia caused by stroke, or motor neurone disease – or any other reason or choice.
We worked with the Stroke Association and the British Institute of Learning Disabilities (BILD), whose panels of people with lived experience helped us make sure that the cards are as accessible as they can be. So it wasn’t just listening to our colleagues which helped us improve our customer offering – it was actively seeking out experts by experience too.
Likewise, the experiences of disabled colleagues underpin our strategy for our branches and offices so we can provide inclusive spaces for our colleagues, visitors, and customers. In a branch, this might be identifying someone wearing a sunflower lanyard and recognising they might want specific support, like access to a private meeting room. In just the same way, we provide soundproof focus rooms in our offices and more open ‘quiet carriages’ for neurodivergent colleagues, or anyone who needs to step away from noisier office environments in order to work in the way which best suits them.
None of these initiatives would have been possible without listening to the voices of disabled people – because designing inclusively benefits everyone. There is a wealth of expertise around us, internally and externally, and it’s these people that we will celebrate at the Disability Power 100 awards: changemakers who advance disability inclusion and who will inspire the next generation of action, advocacy and allyship.