Although this entry was entitled 'Customer Safety Campaign' it was as much about looking after British Gas workers as well as customers, because the letter's homes are the former's workplace. The campaign was born as a result of an increase, in 2011, of minor injuries among the company's older customers, sustained in trips over toolboxes or equipment. The company decided action was needed to reduce these events by changing its engineers' behaviour. The campaign focused on making the standard toolbox more visible and ensuring engineers communicated effectively with customers while managing their work area. Working with union safety reps and in close consultation with the engineers themselves British Gas developed new ways of working, which involved speaking to the customer and highlighting specific risks before bringing in equipment.
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