BETTER CHANGE
is focused on what people in the industry can do to support people, given the social nature of our industry as opposed to making them feel guilty about working in gambling and the potential harm it can cause. Often, a crisis situation manifests because of a number of different issues and is too complicated to attribute to any one incident, experience or product. Our aim is to empower the gambling industry to demonstrate that it can contribute positively to its customers and their colleagues’ well-being.
As is often the case, our industry comes in for a fair amount of criticism, and the public perception remains suspicious of the intentions of the industry as well as the threat of gambling harm. But taking time to refl ect on the progress made, especially in the examples of interactions we have seen from the training that we have delivered and the level of care that those working on the frontline have for their colleagues and their customers, we can afford ourselves a little praise. The detail in which interactions go into and the attention paid to any disclosure that might suggest all is not well is a world away from where we were several years ago. There is never time to get complacent, of course, but as long as we are continuing to improve our conversations, then we will improve our outcomes.
Money Laundering, to sit alongside our Safer Gambling offer. Our immersive workshops providing skills-based training in safer gambling interactions, complaints and disputes and gambling products have been well received, and we were thrilled to announce the launch of our new level four apprenticeship in regulatory compliance, the fi rst of its kind created specifi cally for the gambling industry. This demonstrates our commitment to supporting careers in gambling and supporting a sustainable future through a diverse and competent workforce. You can fi nd out more by visiting our website
www.better-change.org
Externally, we have followed through on our manifesto pledges to challenge misinformation and be an independent voice for all customers. At events, through articles and by canvassing the voice of the consumer through our players’ forum, we have been able to challenge an increasingly negative narrative from lobby groups. It certainly feels like Positive Play® gained some serious momentum during the year, culminating in our most “positive” Safer Gambling Week to date. November’s annual campaign ran simultaneously in Europe as well as the UK and provided us with the perfect opportunity to share the impactful work that has taken place in our industry over the past 12 months. We titled our campaign “Better Conversations = Better Outcomes”, which focused on meaningful interactions with
22 DECEMBER 2025
customers as well as investing in your teams through training, education and most importantly, colleague welfare.
The bulk of our campaign centred around a collection of videos from industry voices speaking about their experience of Safer Gambling Week, how they stay safe while gambling and what they hope for future campaigns. You can view our videos on our Better Change LinkedIn page. The week took us to Brussels for FDJ United’s annual Sustainable Gambling Conference, where conversations about the adoption of AI in safer gambling, as well as a watch out for the use of malicious AI, particularly in unregulated markets, were prominent. We spoke in London about the state of funding and the 3rd sector in relation to the delivery of research, education and treatment of harm, and we were also presenting on interactions in Gibraltar to operators. Online, we spoke on webinars about the future of safer gambling in terms of Positive Play® and the adoption of early prevention of harm through education for the majority of consumers who play.
The week was rounded off with the launch of our crisis interactions training, both online through e-learning and also workshops designed to give those working in the industry the skills and the confi dence to interact effectively if a customer or colleague is experiencing a crisis in their lives. Our training
Have a wonderful festive period, and I look forward to seeing you in the new year as the events season kicks off again. Play Positively Rob
Rob Mabbett
Rob joined Better Change from the charity Gordon Moody where he spent 5 years running their international gambling helpline “Gambling Therapy” as well as helping to raise their profi le and ensure suffi cient treatment spaces were available in their residential treatment centres to meet demand. With over 12 years industry experience, including being a previous winner of the Racing Post and SiS Betting Shop Manager of the Year award, Rob brings a unique insight into the
prevention and treatment of
gambling harm and is keen to focus his efforts further upstream as we aim to
prevent against gambling harm at Better
Change through Positive Play.
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