Building a more inclusive future

With around 100,000 customers relying on us, our services must reflect the diversity of the people we serve.

We take equality, diversity, and inclusion (EDI) seriously. In fact, we've been working with the Employers Network for Equality and Inclusion (ENEI) for the past four years, actively participating in their Talent Inclusion Diversity in Employment (TIDE) self-assessment.

In 2023 and 2024, we proudly achieved bronze status—proof that we're on the right path. But this isn't where our journey ends; it's just the beginning. That's why we've developed an action plan to push things forward.

Improving Recruitment for Greater Diversity

One of the critical areas we're focusing on is recruitment. We've made our application processes easier and fairer. However, there's always room for improvement, and we're constantly refining our processes. Nic Paul from Good Work Life recently reviewed our recruitment practices, praising them for their professionalism and inclusivity. 

Personalised Customer Service and Training

Customer service is at the heart of everything we do. We've started to roll out tailored customer service training for our team. This programme focuses on understanding diverse needs, covering everything from ethnicity and nationality to neurodiversity. By doing so, we're making sure that all our customers feel welcome, respected, and heard.

Looking Ahead

We've set ambitious goals to continue improving our workforce diversity. This includes increasing the ethnic diversity of our team, particularly in leadership roles, and boosting the number of female trade operatives. We're also committed to supporting neurodiverse colleagues with tools like the Do-It profiler.

At Thirteen, we're passionate about fostering an environment where everyone feels valued and included. By continuously improving our practices, we hope to inspire others to join us in building a more equal and diverse future.