Nicky Swetnam, Head of Programmes, highlights our ongoing efforts to break down barriers so our clients can access the help they need.

Rising energy costs are a growing challenge for millions. Those most affected are often the most marginalised in society – those who are refugees, who have English as a second language and those who have neurodiversities, which can make complex information hard to process. 

While some things are changing, energy bills can be very difficult to understand even if English isn’t your second language or your don’t have neurodiversities.  

We know the importance of breaking down barriers to give those most in need the help they are desperately seeking. We established our Inclusivity Group, which focuses on making our services available to everyone, no mater what their needs. 

One key initiative is the Recite Me tool on our website, which allows users to customise the site to help them. Examples include: 

•  Adjusting font sizes to help those with sight issues. 

• Changing background colours, which can help people with dyslexia and/or ADHD 

• Translating our webpages into over 150 languages, including our advice leaflets 

• Reading text aloud in over 100 languages for those with English as an additional language and also for those who have sight issues 

For non-English speakers, we use Language Line, an interpretation service that connects our advice team with clients through a three-way call. We also offer SignVideo for clients who use British Sign Language, allowing them to communicate with advisers via an interpreter. 

Additionally, we’ve implemented a portable hearing loop to assist clients who use hearing aids during in-person sessions. 

Many team members have received neurodiversity training to help tailor our advice for individuals with specific needs, ensuring that we provide the best possible support. 

Our in-person events are designed with accessibility and inclusive as possible. We have a bursary scheme for our annual conference to ensure we can have voices in the room who aren’t usually represented for many reasons – including cost. 

One attendee wrote ‘They were outstanding in accommodating my reasonable adjustments regarding my neurodivergent conditions and my hearing loss. It was a rare and flawless experience as they made everything easy for me with minimal fuss and not feeling self-conscious. Thank you all.’ 

This attendee’s experience should not be ‘rare’ and show the value in the steps we have taken. We know, however, more can always be done. If you have suggestions for tools or services we could explore, please contact nicky.swetnam@nea.org.uk.