Accessible services

We provide information in a range of formats and languages to support residents whose first language isn’t English or those with a disability which affects communication, such as hearing or sight impairments. We do this to ensure that all of our residents have equal access to our services.

All of our written communication with residents (including leaflets and letters) states that we can provide the information in an alternative format if required.

Whether you contact us in writing, over the phone or in person we will meet the following standards.

How we respond to specific communication needs

If you have told us about your communication needs, it will be noted on our files. Each time we contact you, we will act accordingly. If we invite you to a meeting, we will ask if you have any particular communication needs.

Communicating in a different language

We work with interpreters from thebigword and CITAS to provide translation services both over the telephone and in-person at meetings or home visits. Our interpreters are also able to translate written documents into other languages. The time it takes to make the translation can vary depending on which language is required and the length of the document.

Communicating with residents with a hearing impairment

Where a resident has a hearing impairment, we will organise a signing interpreter. Sometimes a resident may have their own preferred interpreter, but generally we would work with Action on Hearing Loss to provide this service.

Text Relay is a free service which enables people with a hearing impairment to contact us by telephone. This can be done by dialling 18001 + the telephone number if using a textphone, or dialling 18002 + the telephone number if using a telephone. For more information on this service visit Text Relay's website.

We also have an induction loop for residents visiting us at our Emily House office.

Communicating with residents who are blind or partially sighted

For residents who are blind or partially sighted, we can reproduce any of our documents (including letters, reports and leaflets) in large print, Braille, or audio formats if requested. If documents are to be read using scan reading software, we can also produce them in a simple format.

Communicating with residents with a learning disability

To make information easier to understand, we can produce written documents in an easyread text format, pictorial format or a mixture of the two depending on the needs of the individual.

Our service

• We will return calls from residents within one working day.
• When a resident requests a home visit with an interpreter, we will carry this out within five working days.
• When a resident requests for a letter to be translated, we will arrange this within 10 working days.
• When we send mail outs, residents who need communications in alternative formats will be sent the information at the same time.