Other translation services

We automatically translate the following key documents into the two minority languages spoken most frequently in our community - Punjabi and Urdu

• Tenants Newsletter – Trust Talks
• Annual Report
• Tenants Handbook
• Tenancy Agreement 

We will look to translate other documents into these key languages on request.

We will also look to translate into the two main growing community languages on request – Chinese and Polish.

Our Commitment to customers

• We will use plain English in all our communications, clearly explaining any technical terms, and avoiding jargon.
• We will provide Language Identification Cards to customer service staff at all Trust' shop receptions to make it easy for customers to identify their first language.
• We will make every effort to provide all customers with information in a format they can understand
• We will provide an interpreter for deaf customers who use British Sign Language.

When requested, we will also arrange:

• for written information to be made available in Braille or on tape for our blind or visually impaired customers.
• for a suitable interpreter who can speak a customer's language.
• to aim to meet all requests for a face-to-face interpreter within 3 working days and for translated information in our main community languages within 12 working days.

When dealing with requests for professional interpreters, we will consider personal preferences for male or female interpreters where required, however, we accept that it is the customer's choice to have a family member, friend or an advocate to interpret on their behalf.

Once translated, we will place general information documents such as the complaints leaflet or the tenants' handbook on the intranet (when available) and The Trust website for general use by staff and our customers.

We will support all new tenants with their language or other communication needs they may have when signing their tenancy agreement. We will keep information on language needs with our tenants' personal records to help us provide a service which meets peoples needs and to avoid any delays in arranging an interpreter.

We encourage tenant participation and consultation and will support any consultation with tenants or leaseholders through the use of interpreters and/or translators as required.

We will ensure that all our staff providing front line services know how to arrange for an interpreter or get translations done.

We will include a translation in our main community languages of the title of service information leaflets on the front of each leaflet to allow customers to identify whether or not they need a translation of the complete leaflet.