Pioneering dementia-friendly utilities

Leading the way

As one of the ten companies chosen by the Prime Minister’s Challenge on Dementia group to lead change in this area, British Gas is committed to become a dementia-friendly company, leading the way for utilities companies across the UK.


As part of this commitment, British Gas were thrilled to support the launch of the first practical guide for utilities companies to help better support customers affected by dementia - the ‘Dementia-friendly utility guide: A practical guide to supporting your customers and employees affected by dementia’.


Co-authored with the Alzheimer’s Society, the guide reflects the views of hundreds of people living with dementia, and their carers, alongside useful information and tips for utilities organisations looking to be become more dementia-friendly.


Offering guidance

The guide helps build awareness, deliver training and provide support to those working with those affected by dementia, and uses the research gathered to ensure the support services offered to customers by utility companies are as up-to-date and effective as possible.


Providing information and examples of good practice in three areas - people, processes and place – the guide is designed to equip utility companies with the knowledge and skills they need to best assist their customers affected by dementia, from offering support to those in financial difficulty to providing support for staff members living with the condition themselves.


The guide also includes case studies that showcase British Gas’ action to support customers affected by dementia, carers’ policies and a review of the power of attorney process.


Ongoing support

In recognition of their ongoing support, British Gas won ‘Dementia-friendly Organisation of the Year’ in 2017, at the Alzheimer’s Society’s Dementia Friendly awards.


Jeremy Hughes, CEO of the Alzheimer’s Society, said “Too many vulnerable customers are being failed and urgent action is needed to change this. Utilities companies must unite now and commit to the principles of this guide to improve the lives of people with dementia”.


Over 20,000 British Gas staff, from engineers to those working in contact centres around the county, are now Dementia Friends, equipped to support those affected by dementia, their families and carers.


Find out more about the Dementia-friendly utility guide here.

Related Articles

We use cookies to provide a better experience. Carry on browsing if you're happy with this, or click here to manage cookies.