Anyone who requires support in understanding a letter, document or leaflet, or needs it in an alternative format or language because they cannot speak, read or understand English confidently, had learning difficulties or a disability that impacts on the way they communicate (this includes formats such as Braille, sign language interpretation, audio transcription or large print). We will provide you with information in another language or format if you ask us, or in advance when we know your individual requirements.

• We will communicate with you via a bi-lingual member of staff, an appropriate interpreting service or a bi-lingual member of your family where appropriate to establish the nature of the enquiry, book an appointment etc if you are unable to communicate in English
• We will consider how we can meet your needs if you are not confident in communicating in English
• We will always communicate with you in a way that is accessible and easy to understand
• We will promote and publicise the availability of translation and interpretation services in the offices we use, on the website and on all written information and documents using a translation panel
• We will ensure that all our staff know how to arrange an interpreter or translation

For residents requiring additional support we offer:

• A portable hearing induction loop for meetings or events
• A telephone minicom system
• Language identification signs in reception areas and handheld cards for staff who work out of the office
• Three way telephone conversations via an interpreter
• Face to face appointments with an interpreter or signer
• Assistance with completing forms or explaining complex documents
• Instructions on how to obtain information in other languages or formats on all correspondence
• An accessible website with downloadable voice enabled software
• To help identify opportunities to access lifelong learning and ESOL classes

To help us deliver a great service, you can help us by:

• Telling us if you need information in another language or format
• Keeping us informed of any changes in circumstances
• Letting us know if you have an idea of how to improve the service
• Letting us know if we are not meeting these standards