Sector-first partnership to enhance customer communications

An exciting collaboration is set to transform how business customers receive vital information as one of the UK’s leading water retailers joins forces with an expert, numbers-first communications organisation.

Business Stream, the UK’s longest-established water retailer, has joined forces with Plain Numbers – a specialist body focused on improving how organisations communicate numerical information. This partnership is the latest development in the water retailer’s delivery of its Customer Vulnerability Framework.

The partnership marks the first of its kind within the water retail sector, signalling a significant step forward in efforts to simplify the information shared with all customers and support vulnerable groups.

As part of the partnership, five Business Stream colleagues will undergo intensive training, delivered by Plain Numbers, to become fully accredited Plain Numbers Practitioners. The training will equip these colleagues with the skills and tools to embed the Plain Numbers Method across the business.

The Plain Numbers method has been widely praised for its ability to simplify complex numerical data, making it easier for customers to understand key information and make informed decisions.

Jo Mayes, Customer Services Director at Business Stream, said: “We know that interpreting bills or changes to contracts can be complicated so we’ve taken this step to improve the information we share and provide as much support as possible to customers. We’re proud to be working with Plain Numbers and we’re looking forward to seeing the benefits it will bring to our customers.”

Training of the first cohort of practitioners will be completed by the end of the calendar year, with the aim of embedding Plain Numbers principles across a range of customer-facing communications and initiatives.

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.”

Plain Numbers has worked with a wide range of regulated organisations across sectors including energy, finance and charity. Its training and support programmes are designed to help businesses communicate numerical information more effectively to reduce confusion and support better outcomes.