English

We want all of our customers to have the opportunity to access the information we provide.

For this reason – we provide translation, interpretation and communication services for people who:

• do not speak and/or read English or who prefer the spoken word
• are blind or have a visual impairment
• are deaf or have a hearing impairment.

We offer the following services:

• interpretation, including British Sign Language
• language translations
• braille, large print, British Sign Language and electronic versions including email, computer disc, or audio CD (English and other languages)

Our services are professional, confidential and sensitive to the needs of the individual. Our experienced interpreters and translators reflect the cultural diversity of our residents. We may also signpost to English language learning.

However, interpreting and translation services can be expensive. Each service is responsible for deciding what support is required and arranging the relevant services where it is reasonable to do so. We recommend that you try to find a friend or relative who can speak or read English to help you with your enquiry. Children should not be used as interpreters.

How can I ask for translation and interpretation?

You can ask for an interpreter or translation services when you visit one of our offices. A friend or adult relative can also arrange these services for you in person or over the phone.

We may use language flash cards to identify your required language or telephone translation to find out what you need. We may also need to arrange an appointment with you and a professional interpreter. You will not normally have to pay for the interpreter.

What can I have translated?

We will translate any letters we have sent and any ‘key documents’. We will translate other documents where reasonable to do so. For larger documents, we may arrange for an interpreter to talk you through the information rather than arrange for a full translation. You do not normally have to pay for translations.

Braille, large print and audio CD

We will provide any letters and any ‘key documents’ in braille, large print or audio CD (specify whether for computer or compact disc player use). We may summarise larger documents before translation. We will also provide other documents where reasonable to do so. You can request this to be added as a requirement to your personal information record. You do not have to pay for this service.