Retail Talent People General

Innovative approach to helping gamblers shortlisted for RSPH Health & Wellbeing Awards

In 2017 William Hill undertook a number of new trials and initiatives, both on a cross-industry basis working closely with other operators and ourselves to develop an innovative problem gambling support service based in North London.

We carried out the pilot in our Islington betting shops, starting in October 2016, and in conjunction with the Association of British Bookmakers. We saw shops trial a new referral system for problem gamblers, directing them to BKM (Bet Know More), who were able to provide rapid response assistance within 24 hours. The BKM service provides holistic support for gamblers, seeking to address not only their problems with gambling but also the underlying issues and other impacts from problem gambling such as debt, relationship breakdown or housing problems.

Almost 100 customers were helped by the service with many requiring only brief intervention support, but for those with more serious problems, the vast majority considerably improved their ability to successfully manage their gambling behaviour. Many of our shops teams have been on the training which has proved very successful.

Ravi Kapoor, Business Performance Manager (Sept 2017) who attended the course, said

“Overall this course was a great way to bond as a team. I would highly recommend my team members attend a refresher, as the outcome can be highly beneficial teaching the team to handle situations like this during their career at WH. The shop team have started to use BKM during customers interaction which has made a significant change in the customers attitude. It’s also changed their perspective of the team, by being more open and willing to talk to others about issues that may concern them.”

The Founder and CEO of BetKnowMore, Frankie Graham is delighted that the pilot phase progressed well and yielded promising results.

“I thought I would take the opportunity to thank all of the stakeholders involved in helping Betknowmore UK design and deliver the project. It really was, I think, only made possible by good collaboration. William Hill staff have fully supported the project and their engagement has been really positive. The collaboration is helping to reduce the impact of gambling-related harm.

For information about our Nobody Harmed by Gambling campaign, click here.