Mova has successfully completed its first audit for the Restore TV programme, retaining its certification against ISO 22458 and remaining the only telecoms company to hold the BSI Inclusive Service Kitemark™.
The audit follows Restore TV’s achievement of the Kitemark in 2025 and marks another important milestone in Mova’s commitment to providing fair, flexible and accessible services for everyone.
The auditor reviewed evidence from across the organisation and heard directly from leaders, engineers, contact centre agents and team leaders.
The assessment examined Mova’s continued alignment with ISO 22458 and the Kitemark requirements. It found that the organisation’s management system provides a strong foundation for training, communication and the consistent delivery of inclusive service, with team members and contractors demonstrating a high level of understanding and empathy.
For Mova, inclusive service is not a one-off achievement. It requires the organisation to continually review how it works, learn from experience and improve its services to meet people’s different needs and circumstances.
The report found that Mova’s management system continued to achieve its intended outcomes, supported by effective training and communication. Employees and contractors demonstrated a high level of understanding of the requirements and empathy. The report also recognised Mova’s Inclusive by Design research, which explores the experiences of customers in vulnerable circumstances, the harm caused by inaccessible digital services and the action organisations across sectors can take to design more inclusive services.
The successful audit builds on Mova’s wider work to champion inclusive service design and ensure innovation works for everyone. The audit concluded with zero non-conformances, confirming that Restore TV continues to meet the requirements of the Kitemark.