Inclusive Outcomes is a consultancy helping firms to define, design and deliver good outcomes for  customers in vulnerable circumstances.

If your washing machine broke today – what would you do? If your kids were changing schools and needed new uniforms? Or your MOT failed and you needed to pay for repairs?

For many of us - we’d use our savings. But 1 in 10 UK adults have no savings at all.

As we mark the 250th anniversary of building societies in 2025, what if we could create a world where every person had at least £250 in savings? An emergency buffer for the unexpected shocks that come up, or for the treats and moments of joy that make life worth living.
 

Understanding “who”, and then designing for that

When you see “1 in 10 with no savings”, who do you think of? A top line statistic like that doesn’t tell the story of who is impacted. The FCA Financial Lives data highlights which groups are more likely to have no savings – the digitally excluded, those with low capability, on low incomes and with both physical and mental health conditions. And, people from minority ethnic groups. Are you engaging with these groups today? Or are they left behind? 

Delivering good outcomes for all

The Consumer Duty, and updated insights on treatment of Customers in Vulnerable Circumstances, creates an opportunity to focus our efforts on designing and delivering good outcomes for more customers. What does this look like in practice?

250 years of mutual support—and what’s next?

This year’s 250th anniversary is more than a milestone—it’s a call to action. What if we could get everyone with no savings to £250? How can we think outside the box to do that, always with a deep understanding of customer needs?

Building societies were created to support people who might otherwise be left behind. We all know that the first building society was established when a group of working people pooled their money to help themselves, and each other. You continue to do this today, but let’s consider how this can be done for even more people. 

As we look ahead, building societies must continue to innovate, advocate for fairer financial systems, and ensure that no one is left behind. People with no savings aren’t just statistics for us to discuss —they’re people in our communities, in our friendship groups, in our society. By engaging in a way that is designed with them, and works for them, we’re not just helping individuals, we’re strengthening communities and building a more resilient financial future for everyone.

Find out more: https://inclusiveoutcomes.co.uk