What do we mean by equity, diversity and inclusion?

Equity refers to fairness and justice

Equity is different to equality.

• Equality is about providing the same resources and opportunities to everyone. It involves treating everyone the same way, regardless of need or individual differences.
• Equity recognises that each person has different needs and circumstances and so allocates the specific resources and opportunities needed to reach an equal and fair outcome. Equity provides people with what they need to succeed, it levels out the playing field.

In the workplace, equity is about ensuring that all colleagues have what they need to succeed, even if this looks different for different people. Examples of equitable practice include:

• Providing workplace adjustments for disabled colleagues.
• Ensuring diverse representation at senior levels by hiring, developing and promoting diverse talent, and creating a genuinely inclusive culture.
• Identifying and removing barriers that prevent some groups from progressing. For example, strengthening family leave and flexible working policies to support people with caring responsibilities, who are disproportionately women.
• Offering tailored development opportunities, such as mentoring programmes for underrepresented groups where appropriate.

Diversity means difference

In a workplace, this includes differences in:

• Protected characteristics (such as race, gender, disability, sexual orientation, religion and age)
• Background, including socioeconomic status, class and educational experience
• Ways of thinking, working styles, personalities and approaches

Diversity is not always visible; many forms of human difference cannot be recognised just by looking at someone. Visible diversity could be characteristics such as age, or some physical disabilities, but much of what makes people diverse is internal, personal or not outwardly obvious. Therefore, policies and support must consider hidden barriers as well as visible ones.

Inclusion is about how people feel

Fostering an environment in which everyone feels welcome, respected, and supported to thrive, enabling people to feel comfortable and empowered to be their full, authentic selves.

Why equity, diversity and inclusion should matter to you and your business

Supporting a responsible, customer‑focused industry

A diverse and inclusive organisation better reflects and understands the customer base. Customers increasingly expect companies to recognise different cultural needs, accessibility requirements and lived experiences. For installers, this may include:

• How visits are arranged
• Who is present in the household
• Cultural or religious considerations around home access
• Communication preferences

These effect a customer’s sense of trust and comfort and will result in improved customer satisfaction through culturally aware and respectful practice.

Supporting happier and safer employees

An inclusive workplace fosters higher job satisfaction, a stronger sense of belonging and loyalty and increased confidence for employees who may otherwise feel singled out or “the only one” in the environment.

Read our case study on Adele Ferguson and learn how inclusion is helping break barriers across the heating and plumbing industry.

EDI can build better, more effective teams

The heat pump sector is expanding rapidly, and competition for skilled staff is rising. A visible commitment to EDI helps attract a wider and more talented pool of applicants. A commitment to EDI also supports higher employee engagement, improving performance and reducing turnover by building a workplace where everyone feels valued and respected.

Diverse teams can bring:

• Wider problem‑solving approaches
• Improved decision‑making
• Greater adaptability in varied customer environments

This supports more resilient businesses and more positive working environments.

More diverse teams can be more profitable

Embedding EDI into your business operations can deliver measurable advantages, including increased competitiveness when tendering for contracts or funding that require EDI commitments and stronger market reputation as a responsible and trustworthy installer.

Management consultants McKinsey & Company found that a more diverse workforce, particularly at leadership level, is associated with higher profitability.

• Key takeaways from McKinsey’s 2015 and 2018 research: Diversity drives improved performance and innovation.
• Leadership diversity matters: companies with more diverse leadership teams financially outperform their peers.
• Diversity is a competitive differentiator.
• Broader aspects of diversity (e.g., LGBTQ+ representation, age, and international experience) also support stronger organisational performance.

Watch our webinar ‘Diversifying the industry: Women’s voices in heat and plumbing’ and view the slides where you’ll hear practical ideas to help break down these barriers and learn how businesses can build inclusive policies. The session also encourages reflection on how companies can support greater diversity across gender, ethnicity, age, disability and more.

Getting started: practical actions for any business

Step 1: Learn what equity, diversity and inclusion are

Start with the essentials:

• Key definitions
• The principles of equity, diversity and inclusion
• Protected characteristics under UK law
• Understanding bias and how it shows up in day‑to‑day operations

Step 2: Learn about your customers

Understanding your customer base helps you tailor your approach. A small amount of preparation can make customers feel safer, more respected and more willing to engage with heat pumps / energy efficiency. Consider:

• Cultural and religious observances, including times of year that may affect home access or availability
• Communication needs, including language and preferred formats
• Accessibility considerations for disabled customers
• Gender dynamics in households
• Respectful behaviour in someone’s home

Step 3: Develop an EDI statement

A short statement sets out your principles and intentions. It can include:

• Your commitment to fair treatment for staff and customers
• How you promote inclusion in the workplace
• How you ensure respectful customer engagement
• Reference to any training undertaken

Use Energy Saving Trust’s approach as an example of good practice.

For more on Energy Saving Trust’s approach to equity, diversity and inclusion, see the public EDI page.