Inclusive Services: Introducing BS 18477

1 December 2010  |  Grange City Hotel, London

BS 18477 – Inclusive service provision
Understanding all customers’ needs

All consumers are different, with a wide range of needs, abilities and personal circumstances. BSI has been working with consumer bodies and government to develop a new standard for the provision of ‘inclusive services’. Responding to legislation such as the Equality Act 2010, BS 18477 will help service providers meet their legal obligations while outlining specific methods of identifying and responding to consumer vulnerability.

To mark the publication of this groundbreaking new standard, BSI will be holding a free event on 1 December 2010 at the Grange City Hotel in London. Join us for a half day of presentations and discussion sessions, followed by a drinks reception. You will also receive a complimentary copy of the standard, supplied by the Department for Business Innovation & Skills (BIS).

Why attend?

BS 18477 will ultimately help your organization to provide services that do not discriminate whilst, at the same time, improving your reputation and relationships with customers.

The standard may also help service organizations to put in place:

  • Policies and procedures
  • Training plans
  • Accessible billing systems
  • Fair marketing and sales activities, and better contingency planning for consumers.

During the sessions you'll find out from an expert panel of speakers how BS 18477 can help your organization identify vulnerable or disadvantaged consumers and adapt your services to their needs.

The launch will culminate in an evening drinks reception, where you’ll have the chance to network with your peers, committee members and senior figures from the financial services, utilities, retail, telecoms and health sectors.

BS 18477 Inclusive service provision – identifying and responding to consumer vulnerability

What is it?

  • BS 18477 is a new standard in development looking at the provision of ‘inclusive’ services
  • This British Standard specifies procedures for ensuring that services are available and made accessible to all consumers equally, regardless of their personal circumstances, and do not discriminate against vulnerable or disadvantaged groups
  • The standard is applicable to any organization dealing with the public but typically providers of services including utilities, telecomms, financial services, retail, health, transport and housing.

What are the benefits?

  • The standard may help service organisations to put in place appropriate policies and procedures, implement relevant training plans, operate accessible billing, practice fair marketing and sales activities, and better consider contingency planning for consumers especially where reliant on basic services such as heating, food and access to finance
  • Following the standard could offer positive benefits to the organisation/service provider, increased reputation and trust with consumers, improved retention of existing customers.

Background – stakeholder support

Who should attend?

All those responsible for providing customer/consumer services including:

  • Business Owners
  • Heads of Customer Services
  • Customer Service Managers
  • General Managers
  • Consumer Marketing Managers
  • HR Directors and Policy Makers
  • Complaints and Dispute Resolution Managers
  • Consumer Liaison Personnel 
  • Practice Managers
  • Customer Service Advisors
  • Compliance Managers and Legal Advisory.


Event timings

Registration: 13:30

14.00 - 14.15 Chairman’s Introduction

  • Why the standard was developed
  • Scope of the standard
  • How it complements other standards.

Shirley Bailey-Wood
Operations Director,

14.15 - 14.35 The changing face of the Ombudsman

  • History of use
  • What's changed?
  • What we are doing to respond.

Caroline Wells, Head of External Liaison and Outreach,
Financial Ombudsman Service

14.35 - 14.55 The case for face to face

  • Why face to face?
  • Who is vulnerable?
  • What is wrong with my service and how can I put it right?
  • Ways for providers to ensure inclusive access.

Lizzie Iron, Head of Welfare Policy,
Citizens Advice

14.55 - 15.05 Q&A

13.05 - 15.20 Refreshments and networking

15.20 - 15.40 Listening to the vulnerable customer

  • The benefits to be gained from inclusive service delivery
  • The importance of being a fair organisation
  • How to give all customers a voice
  • Sharing and integrating lessons learnt into day-to-day operations.

Michael Hill, Managing Director,

15.40 - 16.00 BS 18477 and its relevance to older consumers

  • Is there an older consumer market?
  • Does the market fail to meet the needs of older people?
  • Are all older people vulnerable?
  • The dangers of stereotyping.

Gretel Jones, Consumer Markets Policy Adviser,
Age UK

16.00 - 16.20 Vulnerability - victim of crime?

  • How Trading Standards works with the vulnerable
  • Looking out for signs of being a victim of crime
  • Supporting victims.

Graeme Preston, Lead Officer for Scams,
Trading Standards Institute  

16.20 - 16.30 Q&A

16.30 Chairman’s closing remarks

Delegates are cordially invited to a drinks reception at the close of the afternoon sessions to celebrate the publication of BS 18477. The drinks reception is an ideal forum for networking opportunities and discussing the day’s findings.

Key speakers

  • Shirley Bailey-Wood, Operations Director, BSI
  • Michael Hill, Managing Director, ComplaintsRGreat
  • Lizzie Iron, Head of Welfare Policy, Citizens Advice
  • Gretel Jones, Policy Adviser, Age UK
  • Graeme Preston, Lead Officer for Scams, Trading Standards Institute
  • Caroline Wells, Head of External Liaison and Outreach, Financial Ombudsman Service.

You can reserve you place online:

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