Vulnerable customer contact
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Accessible communications - This is a measure of how accessible and inclusive our services are to our customers.
This is measured by the achievement of the BS Standard 18477 for inclusive service provision and the Customer Service Excellence award. Both are external accreditations with an annual external assurance process.
This is a reputational measure only. In 2019-20, we maintained this British Standard certification and have done so through the five-year period.