How Plain Numbers is helping us understand our customers needs

We’re excited to share that we’ve started our Plain Numbers journey with more colleagues from various teams going through accreditation to become Plain Numbers Practitioners.

Recently, our Head of Communications, Brand and Marketing, Shannon Nelson passed the course and is now an accredited Plain Numbers Practitioner. Encouraging our colleagues across the business to take part in this training reflects our ongoing commitment to making water services easier to understand, more accessible and inclusive for everyone.

We’re proud to be embedding clearer communication across our business.

What is the Plain Numbers Method and why does it matter?

Plain Numbers is a pioneering organisation helping businesses to communicate numbers in ways people actually understand. With one in five adults in the UK feeling anxious about numbers and avoiding situations involving numeracy, such as financial planning, the need for change is urgent. The Plain Numbers Method goes beyond simplifying language, it transforms how we present data, equipping our teams with the tools to help them build trust and confidence with customers.

By applying the Plain Numbers Method, organisations can double the number of people who understand their communications – a vital step in sectors like water, where clarity can directly impact customer decisions and wellbeing. *

Making water work for everyone

Water is essential to everyone, yet the way we talk about it - through bills, usage data and support - can often make it feel more complicated than it needs to be.

We’re committed to making it simple and easy to do business with us, offering flexible contact options, fast response times and expert support. We’re also committed to being a water partner our customers can trust, through actively listening, improving and supporting those who need help.

By adopting the Plain Numbers approach and having accredited practitioners within our teams, we’re ensuring our customers receive clear, understandable information - empowering them to make confident decisions. This aligns with our wider commitments under our Customer Care Charter.**

Shannon Nelson , Plain Numbers Practitioner and Head of Communications, Brand and Marketing at Business Stream, shared:

“I’ve really enjoyed my training with Plain Numbers and I’m delighted to be an accredited practitioner. When information is hard to understand, it can lead to confusion, missed opportunities and mistrust. It’s important that our customers understand their bills and other communications, and that we present information in a way that’s easy for everyone to understand. Clear and accessible communication builds confidence and trust - and that’s exactly what we’re aiming for.”

Ben Perkins, Director of Partnerships and Services for Plain Numbers said:

“We’re delighted to be working with Business Stream as they take this proactive step towards providing their customers with clearer, more effective communications. They’re clearly passionate about supporting their customers and this is an impactful way to make a difference.”

Sources:

* About Plain Numbers | Clearer Communication, Better Understanding — Plain Numbers

** Our Customer Care Charter - Business Stream