Making services accessible

We’re committed to giving excellent services to all our customers, regardless of age, disability, race, colour, nationality or ethnic origin, gender, gender identity, sexual orientation, religion or belief, economic or educational background, or any other reason that causes someone to be unfairly treated.

We ask for and record lots of information about our customers. When we get in touch with them we do it in a way that’s best for them.  We have large print, British Sign language and other language interpreters.  And even when we visit you, whether we’ve to use a certain door, wait a bit longer for you to answer or knock loudly, so you can avoid those annoying missed calls!

To show how we do this we publish a range of information. This gives details about our customers, our Board, our staff and the plans we have in place to keep making the accessibility and fairness of our policies and services better.

How do you make sure your policies and services don’t discriminate?

We always check how our policies and services affect different groups of people, for disabled people, people of different ethnic origins.  This is a process called ‘equality impact assessments’.   We use the findings of these assessments to change a policy or develop services which best meet the needs of different people.

If you feel a policy or service discriminates against a particular group of people or you want to know more about how we’ve assessed a particular policy or service please let us know by contacting our Organisational Development Manager.  The contact details are on the right hand side of this page.

How do I tell you if I have a special communication need?

If you want us to know about a communication need then please e-mail us at

Don’t forget to tell us your name and address.  

How do you communicate with people who have a hearing impairment?

Face to Face

We can arrange to provide British Sign Language interpreters, lip speakers and lip readers, and a range of other help for our Deaf customers.  This can be in a customer’s home or at another suitable location.  We aim to arrange this service within 5 working days.

By phone

We use RNID Typetalk to help us communicate with people who have a hearing or speech impairment.

How do you communicate with people who have a visual impairment?

We are usually able to communicate verbally either face to face or over the phone.  We also send large print letters.

Where its essential we can provide information in Braille, on audio tape or CD.

How do you communicate with people who don’t speak English?


We use a telephone translation service which allows us to communicate with tenants quickly and easily in their own language. The service supports over 230 languages and dialects.

We arrange a three-way telephone conversation where interpreters accurately and securely pass on information between the tenant, using their own language, and Berneslai Homes’ staff.

This is a service we can arrange either on demand or by appointment.

Face to face

We use a face to face translation service in a customer’s home or at another convenient location.  This sometimes takes us up to five days to arrange.


You can use various screen readers and language translation software with this site.

In writing

Translating into foreign languages takes time, is costly and often does not resolve the customer’s enquiry, and so we don’t usually offer written translations. We will where needed translate legal documents such as a notice to end a tenancy.

What are you doing to make services more accessible

A key part of our commitment to equality is to prioritise our work in partnership with customers and staff, and we put this into an equality action plan. We review this every year, with our customer Diversity Advisory Panel and staff Diversity Champions, and they are also involved in monitoring the Action Plan every 3 months.