Why inclusivity matters in utility engagement
For utilities, ensuring that every household can access communications and experience services equally, isn’t just a challenge, it can also be a regulatory and ethical responsibility.
In the UK, the water regulator’s PR24 framework places customer vulnerability at the centre of future planning. It requires water companies to ensure all households can access and benefit from services equally. In the UK’s energy sector, Ofgem’s Consumer Vulnerability Strategy 2025–2030 sets a clear expectation that suppliers must proactively identify and support at-risk customers.
Both frameworks build on the UK Equality Act 2010, which mandates reasonable adjustments to ensure people are not unfairly disadvantaged. Alongside this, digital solutions are expected to comply with the Web Content Accessibility Guidelines (WCAG) – the international standards for making online content accessible to people with disabilities. Together, these frameworks create a powerful mandate for utilities to put inclusivity at the very heart of customer engagement.
In this blog we share how inclusivity isn’t an add-on for Advizzo – it’s completely woven into the design of our platform and all our communications.
The dimensions of accessibility and inclusion
Supporting vulnerable customers as standard
Inclusivity needs to extend to the way utilities support vulnerable customers – whether it’s older people, those on low incomes, those with disabilities, or households in financial difficulty.
Vulnerable customers need to be supported as standard – not as an afterthought.
Our approach recognises that the same message will not resonate with everyone. For example, a single parent renting a flat has different needs and priorities to a large family in a detached home. By personalising communications, we ensure every customer receives advice that is relevant to their circumstances and achievable in practice. Read more about how Advizzo provides proactive support for vulnerable customers.
Designing for visual and language accessibility
True accessibility spans far more than just meeting technical standards. For Advizzo, it means creating digital experiences that work seamlessly for any customers with visual, motor or cognitive impairments – through screen reader compatibility, clear colour contrasts and layouts that adapt across devices.
It also means speaking in plain, jargon-free language and presenting information in ways that are easy to digest. Infographics, comparisons and icons turn complex usage data into practical, actionable insights that every household can understand.
Our inclusive design is reflected in every stage of customer engagement. Our customer portals are built to WCAG standards, giving equal access to people who rely on assistive technologies. We also ensure all our communications are written in clear, accessible language, turning technical data into meaningful comparisons and straightforward actions.
Including those offline
Accessibility also depends on giving people choices about how they engage and receive communications. Not every household has reliable internet access and millions of people in the UK remain offline altogether. According to Lloyds Bank’s Consumer Digital Index, 16.8 million people fall into the low or very low digital capability segments, while 2.1 million remain offline altogether1.
The scale of digital exclusion in the UK highlights why multi-channel engagement is so important. For utilities, the only sustainable way forward is to ensure that engagement works for everyone, not just the digitally confident. That’s why we enable utilities to reach customers through multiple channels, whether that’s email, SMS, print letters or digital dashboards – so no one is excluded from receiving support.
Advizzo in action
Personalisation is central to our approach. By using household-level data and behavioural science, we ensure that each customer’s advice is practical, relevant and framed with empathy.
Our behavioural nudges are designed to encourage, not criticise. Rather than telling people they “waste too much water,” we frame messages positively: “Here’s how you could save money and protect local rivers.” Respectful, supportive communications motivate change without alienating those who may already feel vulnerable.
Trust is also a guiding principle. Every communication explains clearly why the customer is being contacted and how their data is used, which helps build confidence in both the utility and the engagement programme.
Why inclusive engagement benefits everyone
Inclusive engagement isn’t just the right thing to do, it delivers better outcomes for customers and utilities alike. By removing barriers to participation, utilities can build stronger trust and improve customer satisfaction. Households that feel supported are more likely to act on advice, leading to measurable reductions in water and energy consumption.
Inclusive by design, not by exception
At Advizzo, inclusivity isn’t a compliance exercise. It’s the foundation of everything we do – ensuring utilities can deliver fair, empathetic and effective engagement at scale. By designing for everyone, we make sure no customer is left behind.
Discover how inclusive engagement can boost trust, meet regulatory expectations and deliver better outcomes for your customers. Get in touch with Advizzo today.
Source ref
1 Lloyds Bank Consumer Digital Index (CDI)
Suggested further reading
Blog – The importance of identifying your low income customers
Bog – Why a user-led customer experience is key for sustainable growth