Working with United Utilities to improve inclusivity

Kirsten Howells, our Director of Services, reflects on our collaboration with the water company United Utilities to improve accessibility for people who stammer.
I'm really pleased to see that United Utilities has published its new 'vulnerability strategy', and it includes something that made us smile: a full page highlighting their ongoing work with STAMMA.
What's a vulnerability strategy?
Nowadays, many companies use the term 'vulnerable customers' to refer to people who might face extra challenges when accessing services or communicating their needs. This can include people with physical disabilities, mental health conditions and communication differences like stammering.
Companies might put a plan together called a 'vulnerability strategy' to identify these customers and improve services to ensure everyone gets the support they need.
I must admit that I've never been particularly comfortable with the word vulnerability when it's used to describe customers. To me, it places the weakness in the individual, rather than recognising that the barrier is often built into the way a system or way of working was designed.
That said, I get that the term is the common shorthand. So while the language might not sit perfectly with me, I'm waaaay more interested in the action behind the words — and in this case, there is something to celebrate.
We know that small shifts in awareness, language and approach can make a big difference.
United Utilities is the company responsible for providing water and wastewater services to around 7.3 million people across the North West of England, covering Cumbria, Greater Manchester, Lancashire, Merseyside, most of Cheshire and parts of Derbyshire. That's a lot of customers.
This summer, United Utilities has published its new vulnerability strategy, outlining their ambition to make their services more flexible and accessible for customers who need extra help. In it, they've not only acknowledged stammering as a part of this picture but, through their ongoing collaboration with us, they've shown a real willingness to learn and adapt. We're proud to have been part of that journey.
Practical steps that make a difference
For the past couple of years, we've been working with United Utilities to improve how they support customers who stammer. This has included:
- sharing resources
- advising on inclusive customer service practices
- bringing their team leaders to our workshops on Working with customers and service users who stammer, and
- creating training videos for their call centre colleagues and engineers.
Title
United Utilities on how it all came about...
United Utilities say:
"Our partnership with STAMMA began through the personal experience of one of our own employees. Living with a stammer, he recognised the opportunity to make a difference — not only for himself, but for our customers and teams across the business.
'He reached out with a simple but powerful idea. By working with STAMMA, we could better support our employees when talking to customers who stammer and create a more inclusive environment for employees who do too. Through this partnership, we have:
- led campaigns to raise awareness of stammering
- shared practical tips and guidance to help employees feel confident and supported in conversations
- published stories from our own employees in newsletters to help other people understand the reality of living with a stammer.
'Our partnership with STAMMA has helped us build understanding, improve communication and make sure every voice is heard clearly and confidently. It emphasises our commitment to understanding and meeting the diverse communication needs of our customers.
"It's not just about helping customers — it's about helping each other. Sharing my story has helped me feel seen and I hope it's helped others feel supported too."
(Andy, United Utilities employee)
'By listening, learning and acting on new knowledge we're making sure our Priority Services are inclusive, accessible and shaped by the people who use and deliver them."
Changes for you
Do you stammer and live in United Utilities' catchment area in the North West of England? If so, it's worth knowing that you can sign up to their Priority Services Register. This gives you access to a separate customer service line, where staff have been trained to give callers more time and space to talk — something that can make a real difference for people who stammer. It's a small adjustment, but one that recognises and respects different communication needs.
United Utilities also offer a range of ways to get in touch, so that customers can choose the method that suits them best on any given day. Whether that's by phone, email, webchat, text-relay service or WhatsApp, having options means people aren't forced down a single path — and that choice can go a long way in helping people feel comfortable and in control.
Customers can also set communication preferences for how they'd like to be contacted in the event of a water outage. Again, giving control over which communication channels they're most comfortable with.
Looking ahead
I'm excited about continuing our collaboration with United Utilities. We'll be speaking at their vulnerability summit later this year, where a host of other companies will be present. And we're looking forward to seeing United Utilities at our national STAMMAFest event next year!
So thanks to our friends at United Utilities. We know that small shifts in awareness, language and approach can make a big difference.
Read about our work with other organisations to make a difference for people who stammer.
Are you making a difference in your workplace or industry? We'd love to hear about it. Email us at editor@stamma.org