I’ve worked for United Utilities (UU) for 17 years, and extremely proud to work for a North West employer serving seven million customers.
In 2021, the company created a set of equity, diversity and inclusion (ED&I) goals for 2030. These commitments included the introduction of their first ED&I Manager. In July 2023, I was successful in getting the position, previous to that I worked to improve services and inclusion provision for our vulnerable customers. I quickly used my experience and knowledge of customer inclusion to ensure as a business we were also doing all we could in embedding ED&I for our colleagues.
In 2023, I produced the company’s first ED&I Report. Published on our corporate website, it demonstrated the progress we had made, and our commitments and plans for the future, the biggest of which is that we want our team here at UU to reflect the local communities we serve, with all colleagues feeling welcomed, valued and included.
I highlight the strong connection between colleagues and customers (most of our colleagues also our customers) and by having a strong supportive diverse work culture ensures everyone can truly be themselves. In doing so, we will keep and attract talented/innovative people, ultimately feeding into our core values of ‘Do the right thing’, ‘Make it happen’ and ‘Be better’.
I listen to our business, from senior management and those in office-based roles, to our operational field teams, plus in October 2024, I commissioned an external audit highlighting our areas for improvement. I project a keen message to our business that at the end of the day, as a water company collaborating with partners ensures we’ll always discover new ways of looking at improving colleague support and our business now and in the future.
I have supported and helped develop our colleague networks within the company. I have championed their importance in developing into a truly diverse and inclusive employer. I find it powerful to share my own personal experiences highlighting the fact I actually have individual personal connections with every single one of our 12 networks and support groups. This message of ‘supporting everyone, no matter what you see’ helps our networks to be even more inclusive.
I have also assisted our network leads (all volunteers) to develop their own skills and opportunities. I worked in partnership with other leading companies with the creation of a number of support groups for those that lead colleague networks from across the region. In 2024, UU hosted the very first in-person session, with representatives from over 40 organisations, now sharing many valuable examples of best practice.
I have aligned our colleague networks with the company’s ED&I commitments. Our next five-year plan (2025–30) will deliver £13 billion of investment, the largest programme in 100 years, improving our infrastructure for our region. Our recruitment strategy now includes involvement from our Armed Forces network, in attracting both ex-service and those serving as reservists to apply for roles at UU.
We have developed our British Sign Language Training course for customer facing roles, which I have championed. The first utility company to provide this, it offers additional development for colleagues as well as the best customer support. It has brought together many colleagues from around the business, sharing their experiences and their passion for caring / supporting others.
Our ‘Thriving at Work’ roadshows provide information on rewards, benefits and support available while working for UU. Leading on the ED&I area, I have been able to visit all areas of our region, learning from colleagues from all walks of life and backgrounds.
UU were extremely proud to reach fourth place in the Inclusive Top 50 UK Employers for 2024/25. I really wanted our submission to highlight our commitment to equity, diversity, and inclusion through our comprehensive strategies and initiatives, reflecting our dedication to creating an inclusive environment for employees and the communities we serve.
We also won ‘Diversity team of the Year’ at the 2024 Inclusive awards. This was down to our efforts in driving our diversity strategy towards our goals.
In 2024/25, I introduced our new ED&I report and new strapline… ‘Opportunity For All’. This change of language has helped us talk more freely on people’s experiences, the understanding of people’s backgrounds and beliefs, plus the importance of supporting one another. ‘Opportunity For All’ has helped bring diversity and inclusion to life.
In the 2025 Water Industry Awards, UU won Diversity & Inclusion Initiative of the Year, for reaching the highest position as a water company on the Inclusive Top 50 companies.
I’m passionate about evolving our inclusive culture at UU. I have helped turn strategies into action and used my knowledge and experience into practical ideas and solutions. My eagerness for true inclusion will help me lead our journey into the future.