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British Gas

British Gas is the UK’s leading energy supplier, serving around 11 million homes, as well as providing energy to several hundred thousand UK businesses. British Gas also offers a comprehensive range of services including boiler installation, servicing of electrical systems, appliances, plumbing and drains, all underpinned by a nationwide network of over 10,000 engineers, six engineering academies and a state-of-the-art national equipment distribution centre. Our insurance-based products include high-quality boiler cover and boiler repair should anything go wrong, including packages tailored specifically for landlords and tenants. We employ nearly 30,000 people, and we’re one of the largest providers of quality apprenticeships in the UK. We’re founding members of the Movement to Work scheme and will help 450 young people find work experience placements by the end of this year. We also run a schools programme to help young people learn about energy, Generation Green. At British Gas we give our people time to volunteer for the projects they care about, and create a sense of community spirit, wherever they choose to use their skills. In 2014, over 5,000 employees spent time volunteering to make a difference.

9 February 2017
South East
Local Alliances:
Hampshire Dementia Action Alliance, Dementia Friendly Southampton (Southampton DAA)

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

British Gas has become part of the Dementia Friends initiative, with the key aims of: changing people’s perceptions of dementia and becoming a dementia friendly company. Dementia is a huge and growing problem for our customers, our employees and for British Gas as a business, and we need to understand the changing needs of our customers so we can design products and services that meet those needs.  We will review our processes and customer journeys, examining what we need to do to ensure we deliver a dementia-friendly customer experience.

One in five carers have had to give up work or reduce their hours to cope, costing UK businesses £1.6 billion per annum. As a company we aim to work with the Carers Network across British Gas, to understand what support we provide for employees with caring responsibilities, and how we can improve the information and other help we offer

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

We need to ensure that our resources are used as effectively as possible through following best practice, training, learning and development and co-ordination with other parts of our business.  


Member website


2. Actions

  • Dementia Awareness raising for workforce

    We will make our whole workforce in Chandlers Ford Head Office, especially those who come into contact with our customers Dementia Friends.

     Achieve by: End of October 2016


    Being implemented
  • Dementia Friendly Helper always on hand

    To ensure we can always help when help is needed, both now and in the future, we commit to having at least one ‘Dementia Friendly’ person available at all times by including Dementia Awareness in our induction/training process

    We always have a Dementia Friend available to talk to our customers (via the phone or face to face) We have also introduced a Dementia Friends Information Session into our New Start Induction Training, which means we can maintain our 100% involvement. Our Front of House Security is a Dementia Friend so has the confidence and capacity to support visitors to our site.

  • Promote the benefits of Dementia Friends

    We will regularly update the office, staff and the wider company on all our Dementia Friends updates, including tips on becoming a Dementia Friendly Office. We will use all internal stakeholders, channels and news stories, our Dementia Friends Yammer Group and Social Media.

     We frequently share our Good News stories within the Company and  promote the great work we aim to do in creating a Dementia Friendly Workforce, therefore enhancing the support we can give to our colleagues, customers and visitors.

    Being implemented
  • Encourage fundraising and volunteering for Dementia Friends and Alzheimer’s Society

    We will consistently support our colleagues with any fundraising ideas to help raise money and awareness for Dementia Friends, Alzheimer’s Society and any other related organisation/charity. We will also actively encourage our people and our local community to become involved in local initiatives such as Memory Cafes, Singing for the Brain, Dementia Action Groups and more.

    We open the doors to our office at least once per month to allow people from our local community to attend Dementia Friends Information Sessions. We have already made five Dementia Friends from this and aim to make many more over the coming months and years. We have added volunteering opportunities linked to the Alzheimer’s Society and Dementia Champions to our Volunteering portal, which is available to over 30,000 employees

    Being implemented
  • Make our Environment more Dementia Friendly

    We will improve our environment by carrying out a ‘Dementia Friendly Audit’ using the Toolkit for Businesses guidelines, making a list of identified issues and resolving them as soon as is practically possible.