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Contacting our customers
We have done a lot of work to make sure we contact you, our customers, in the ways that are best for you. We have made sure we know if you need large print documents, British Sign language interpreters and other language interpreters. We also know what to do when we visit you, such as using a certain door, waiting a bit longer for you to answer or knocking loudly, so you can avoid those irritating missed calls!
The following are some of the ways we communicate with you:
- Audio: we have some documents in Audio format whhich can be played through a CD player, DVD player or a computer.
- Braille: we have some information in Braille and on request, we may be able to provide further information in Braille.
- British Sign Language Interpreters: We will provide British Sign Language interpreters, lip speakers and lip readers, and a range of other help for our Deaf customers.
- Browsealoud: this is to help people with visual impairments access our website. This software is free and can be installed on your computer. Visit the Browsealoud page for further details.
- RNID Typetalk: through this service, we can help people who have a hearing or speech impairment. The RNID Typetalk provides a link between the textphone user and the hearing person.
- Telephone Interpretation: We use the Big Word which supports 234 languages and dialects. So customers who need to talk to us in their own language about the services we provide can do so. Through a three-way telephone conversation, interpreters accurately and securely pass on information between you and the Berneslai Homes representative.
- Face to Face Interpretation: for longer interviews it is usually best to have an interpreter present. When it is appropriate we will arrange for a face-to-face interpreter to be present (subject to availability).
- Translations: we promise to help our customers understand all our leaflets, but we may not translate them. We will translate some information and we will make a decision when we get the request. The languages where we have some translations already are; Arabic, Bulgarian, Chinese Mandarin, Farsi, French, Greek, Kurdish Sorani, Ndebele, Polish, Russian and Spanish.
- Other Formats: we are looking at other ways of providing information in other languages, for example information in English and other languages on tape or CD and Easy read documents. If this would help you, please let us know and we will try to help.
We would be very interested to hear about the experiences people with specific and individual needs have had in contacting Berneslai Homes. We would like to know what you think of the services we provide, such as large print, British Sign Language interpreters, translations and telephone interpreters and what services you would like to see in the future.