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Being LGBT+ at Work

LGBT+ Workplace Experiences 2023
Report type
Research and reports
Issue date
8. Customers and service users
Interviewees also reflected that inclusive cultures don’t just benefit staff - they improve services for customers and service users too.

LGBT+ workers didn’t just focus on their organisation as an employer, when considering how inclusive it is. They thought about their organisations in the round. For example, those working in the media were just as interested in the news output their employer creates, as they were in the way their HR teams support them personally.

Many felt that if they were comfortable being out in the workplace, they could better support LGBT+ customers or service users. Many interviewees reflected that being able to be their whole self at work means they are happy, productive, loyal to the organisation and able to do well and progress.  

“I think because my team and my boss make it so comfortable to be out, and there’s so much representation, I’ve found it easier to challenge some of those things. We were working with some consultants on a new ICT project, and I checked in with my manager about whether I could interject to add better questions in, about gender identities to the patient forms. He was very supportive, and now we have much better experience for patients because of that. So I can see how inclusion makes things better for the patients as well as for us.”
Louis, clinical pharmacist

“When I took on this role [headteacher of a Church of England primary school], the local paper wrote an article - they must have mentioned my husband about ten times in this short piece. It’s meant lots of gay staff have come to work for me. It enables us to really support our children - we’ve chosen a very inclusive PSHE curriculum. Representation and culture are really clear in the staff room.”
Henry, primary school headteacher

“Being proactive is key. We don’t have any children outwardly questioning their gender in my school. But I want to get out ahead of the gender-neutral toilets conversation now - so when we do have that first child, it’s not on them. I sat my SLT down, and we’d made a list of all the pushback we’d get from parents, and how we’re going to head each one off.”
Mark, headteacher

Finally, there was a very strong sense of solidarity across the LGBT+ community from interviewees. Especially amongst the younger generation, there was a strong sense that lesbian, gay and bi people have a responsibility to act as strong allies for trans and non-binary colleagues, at work and in wider society.  

“I do think we all have a responsibility as queer people to make sure this changes - we do all have a role. My industry is terrible for that - it’s all good with your standard lesbians and gays but new gender identities is a stretch too far for people.”
Heather, film industry

“I feel pessimistic, looking forwards. We as trans people are being used as a wedge issue. They’re chipping away at our rights - and I say our as a community - they come for the T, but it inevitably creeps back to the LGB. It’s frustrating because normal people on the ground - they don’t care, they don’t have problems with trans people like this government wants them to.”
Hugo, nuclear engineer

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