Accessibility on the High Street - what an opportunity!
Esi Hardy talks about the wealth of benefits that disabled people can bring to business
MeIncluded is a social enterprise with over 30 years experience in frontline customer service - from complaints handling and customer experience and insight, to accessibility and inclusion, improving public services and business change.
Our social mission is clear – we aim to improve the lives of millions of people by giving them a collective, more powerful and influential voice that lead to changes that make a real difference.
We are pleased to say that MeIncluded is now recognised by the Department for Work and Pensions through Disability Confident, working with employers to ensure that disabled people and those with long term health conditions have the opportunities to fulfil their potential and realise their aspirations.
Caroline Wells - Co-founder and CEO of MeIncluded
Whatever role I’ve had in my working life, one thing has always mattered to me. How people are treated and are made to feel.
For the last two decades I’ve championed the consumer and employee voice. My background as a customer insight professional and diversity expert, alongside a deep-rooted knowledge of Essential and Financial Services, has given me a good grounding in what makes for a good customer experience. Formerly head of outreach and customer insight at the Financial Ombudsman Service, I co-founded MeIncluded to improve the quality and reliability of accessibility. Along with a recent appointment as a commissioner to Energy UK’s consumer vulnerability commission, my current roles include being a member of the Money and Mental Health Policy Institute’s Advisory Board, independent advisor to the Kent Police and Crime Commissioner, accessibility and customer service expert at the Money Advice Trust and assessor at the National Centre for Diversity.
Along my career, I’ve led teams to win coveted awards, and in 2017 I was honoured to be recognised and shortlisted for the Most Inspirational Individual Award. As an independent advisor, I’ve influenced positive change in the way businesses respond to the needs of disabled people and consumers in vulnerable situations. But there’s still a lot more to be done. And that’s why we created MeIncluded.
I’m a member of the Chartered Institute of Public Relations, Institute of Customer Service and Institute of Equality and Diversity Professionals. Recognised industry-wide as a progressive customer insight and finance professional, I also speak regularly at events and appear on radio and TV – including as one of the experts on BBC’s Rip Off Britain Live and recorded shows.
Simon Chapman - Co-founder and Operations Director
I have been in the business of delivering business improvements and public service for 40 years and co-founded MeIncluded to make a real difference to people’s lives.
The majority of my working life has been in the police where, as a serving officer, I witnessed injustice and discrimination and the impact this has on day to day life. To be able to redress this unfairness was the driving force in my police career which I now want to continue with MeIncluded.
I have also worked with government departments on projects to improve social equality, personal safety and welfare rights. As a consultant in business change I have helped deliver positive changes in social housing and consumer rights as well as recently working in the private sector at Dyson to develop their brand internationally.
My role at MeIncluded is to deliver our operational ambitions to improve accessibility for disabled people in the United Kingdom
We started MeIncluded because of a shared passion. We have first-hand experience of knowing what it’s like to come across an inaccessible service or venue. And we want to do something positive to improve the quality of accessibility in the kinds of everyday services many of us can end up taking for granted.
Our intention is to help make communities stronger by telling businesses what people are saying works well or what needs to improve. Good customer service is important to businesses - they have the power to make a massive difference in solving problems and improve the accessible services they provide.