Customer Excellence Award

Devon in Sight 

Devon in Sight has marked our centenary by expanding our services to include a new Children and Young People’s Counselling Service. This builds upon our existing Sight Loss Counselling Service, which was initiated during the COVID-19 pandemic to provide more in-depth emotional support.

Referrals come from partner organisations such as Guide Dogs, RNIB, Eye Clinic Liaison Officers, Social Prescribers and Rehabilitation Officers from the Sensory Team.

We work with highly experienced counsellors who specialise in supporting people with health issues and disabilities. They have also received RNIB accredited training around sight loss awareness and counselling people with sight loss.

It empowers young people affected by sight loss to take ownership of their emotions and find balance, allowing them, when they are ready, to share their feelings with others in a way that feels safe and authentic.

The impact of this service has been phenomenal. 100% of the people who completed the six closed sessions demonstrated a clinically significant change evidencing recovery or improvement.

Beneficiaries of our Counselling Service have subsequently entered our Employment Support Service for young and working aged people to receive support into volunteering, further education and work called ‘Works for Me’ in partnership with Thomas Pocklington Trust.

Henshaws

Henshaws AI Chatbot is transforming the way people access practical, trustworthy Sight Loss information. Developed in response to repeated feedback from service users about the difficulty of finding clear and relevant support online, the chatbot offers instant, 24-hour access to advice that is written in plain English and tailored to the experience of living with sight loss.

It has been trained on hundreds of pieces of trusted Henshaws content, covering topics such as eye conditions, daily living, technology, and benefits. The design prioritises accessibility, with screen reader compatibility and clear user pathways. As well as answering questions, it directs users to relevant videos and external links, removing the need for people to navigate multiple webpages or request printed materials.

Since launch, the chatbot has answered thousands of queries from users across the UK. It has also become a frontline tool for staff, volunteers and partner organisations who use it to access up-to-date, consistent guidance on a wide range of sight loss topics. This digital solution reflects what excellent customer service looks like in the modern context: fast, consistent, inclusive and informed. It ensures that support is never more than one question away, regardless of time, location or confidence in asking.

Sight Support Hull and East Yorkshire

Sight Support Hull & East Yorkshire’s (HEY) initiative is a lifeline for visually impaired children and their families across Hull and East Yorkshire. Funded by the Ideas Fund (British Science Foundation and Wellcome Trust), this project offers a vibrant mix of activities – including gymnastics, music, soft play, arts, trampolining, and nature-based “rewilding.” With trips to zoos, theatres, beaches, and partnerships like Guide Dogs’ My Time to Play, the programme sparks exploration and builds confidence.

More than fun – it’s transformative. Families engage deeply, with parent/carer coffee mornings reducing isolation and strengthening support networks. Siblings are included too, fostering shared joy and connection. A standout feature is the Children and Family Support Officer, herself a parent of a visually impaired child. Her practical help with education, health and care plans, benefit forms, and agency coordination has brought clarity and calm to many families.

Ongoing feedback from researchers ensures the programme evolves to meet real needs. With 42 families engaged and over 120 outings hosted, the impact is clear: children are thriving in school and social settings; parents feel empowered; and families are connected and uplifted.

Every element of this initiative is built with heart, purpose, and proof. Please vote for a project that’s changing lives – and futures.

The Wilberforce Trust

Mega Megan provides exceptional customer service for 92 blind children and their families, so that our Children’s Service (Club Wilber) can provide inclusive, accessible, innovative experiences, to make lasting family memories and have fun.

Megan organised a bespoke sensory experience day, which was a first for Magna. Elements of different existing workshops were adapted to create an extravagant, bespoke multisensory workshop especially for us (Ear Gongs were a massive hit). Without her enthusiasm and encouragement this would not have been so exciting, as she really goes the extra mile to get things done. Her empathetical yet practical approach to communication helps her achieve results that would be beyond the reach of most people.

She also organised a trip to The Yorkshire Sculpture Park who had never hosted a group-visit by people who are blind/partially sighted. Inspired by Megan, they went out of their way to devise a full day multi-sensory programme. Children were encouraged to tune into their five senses in a fully structured experience. They were even given special permission to touch the Hepworth sculptures – a rare privilege hardly ever given to anyone. This would not have been possible without Megan’s meticulous planning, preparation and effective communication.