Accessible Information Policy
1.
BACKGROUND AND OBJECTIVES
1.1
Westward recognises that effective information and inclusive communication are vital for
the provision of high-quality services and support.
1.2
Westward ensures that customers are supported in understanding information provided
and staff will take the time to establish and aid understanding where there may be issues
with literacy or learning difficulties.
1.3
The Equality Act 2010 requires us to make reasonable adjustments to ensure information
is provided in ways which meet the communication needs of each individual.
1.4
Access to information is key in order for all customers to fully access and participate in
our services.
1.5
Westward is committed to being inclusive, removing communication barriers and
communicating clearly so as not to exclude any customer.
1.6
This policy applies to every aspect and area of Westward Housing Group.
1.7
This policy should be read in conjunction with the Equality and Diversity Policy and the
Equality and Access Guide.
2.
POLICY DETAIL
Accessible Information Policy
2.1. This policy includes printed information, letters, electronic communication, films, face-toface contact and call-handling.
2.2
Our printed information is presented in a clear and readable form according to
Westward’s accessible information guidelines.
2.4
We provide information in alternative formats on request, on CD, in Braille, in Easy Read,
in large print and as translations into other languages.
2.5
We provide an interpreter to facilitate communication between staff and any customer
with visual or hearing impairments, or whose first language is not English.
2.6
In order to keep customers and stakeholders informed and raise awareness of the
availability of this service, Westward publicises information about the availability of other
formats in 14 point sized text with symbols for clarity:
‘If you or someone you know, would like [name of document] on CD, in
large print, in Braille, or translated into another language, please email
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[email protected] contact our Communications Team on 0300
303 8530, or visit www.westwardhousing.org.uk
2.8
Browsealoud screen reader, Google Translate, text resizing options, text descriptions of
images and no moving text ensures our websites are accessible. Any technology will have
accessibility compliance as a priority area for procurement.
2.9
Westward effectively communicates this policy to all staff through induction. Training can
be provided on request to the Communications Team, through provision of information
on the intranet and through inclusion of the translation offer on websites, in printed
matter and by staff whenever relevant.
2.10 Each manager ensures their staff understand and follow this policy.
2.11 Staff know how to use translation and interpretation services. Offices have a Language
Line identification poster displayed and frontline staff always carry a Language Line
identification card.
3.
Budget
3.1
The Communications budget funds the annual subscription to Language Line and the cost
of mass consumer publications such as newsletters and handbook leaflets.
3.2
Payment for ALL service specific translation and interpretation work is paid from the
requesting team / project budget. When arranging this work staff must remember to
quote the unique team / project number.
4. MONITORING, CONSULTATION AND REVIEW
4.1
The communications manager is responsible for the implementation of this policy.
4.2
The communications manager is responsible for the review of this policy.
4.3
The practical operation of this policy will be monitored to ensure that it is effective. It
will be reviewed every three years, or sooner if good practice, regulation or legislation
changes.
4.4
The customer communications group review core publications for plain English and clear
layout and language to ensure they are as accessible as possible.
4.5
Comprehensive and accurate customer profiling ensures accurate tailoring of services to
customer needs. We record total spend on this service in Documotive.
4.6
The communication needs report provides accessible information requirements along
with diversity information. This is shared with our contractors where appropriate in
order to provide services tailored to customer requirements (in accordance with data
protection legislation).
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5
EQUALITY AND DIVERSITY
5.1
We will ensure that this Accessible Information Policy is applied fairly to members and
applicants. We will not directly or indirectly discriminate against any person or group of
people because of their race, religion, gender, marital status, sexual orientation, disability
or other grounds set out in our Equality Policy.
5.2
Throughout this policy we act positively and sensitively towards the diverse needs of
individuals and to reduce discrimination and harassment by delivering accessible
information.
5.3 Equality of Access. This policy demonstrates Westward’s commitment to make reasonable
adjustments, eliminate discrimination and advance equality under the Equality Act 2010. The
Act makes express reference to providing accessible information:
“the steps which it is reasonable [...] to take include steps for ensuring that in the
circumstances concerned the information is provided in an accessible format.”
(Extract from Section 20)
Failure to comply with any aspects of these requirements is discrimination and unlawful.
6.4
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By carrying out Equality Analyses on various related services including the
Communications Service, we are committed to identifying the barriers to be removed
and reviewing our services and policies to continually improve accessibility of
information for all protected groups.
ASSOCIATED DOCUMENTS





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Equality and Diversity Policy
Equality and Access Guide
Plain English Guidance
Communications Strategy
Communications Service Equality Analysis
APPROVAL DATES
Approval stage
Staff
Date completed
15/09/2014
Stakeholders
Executive Team
Review date
19/09/2014
24/09/2014
24/09/2017
Signed off by:
Representatives from
Westward Equality and
Diversity Group
Communications Group
ET
Appendix A
Accessible Information Service
 Translation of our websites using the Google Translate service on every page.
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 Translation of information into other languages, 24-hour both written or by telephone, for
customers whose first language is not English from Language Line.
 Contact Us forms on our websites.
 Resize website text using the easy re-sizing option on each page.
 Listen to our websites using the Browsealoud screenreader, just click on the Browsealoud
button on our website to download MP3 tracks for free if you do not already have it.
 A British Sign Language interpreter, Typetalk services (for phone calls) or a portable hearing
loop to facilitate communication between any of our staff and customers with hearing or
speech impairment.
 One-to-one meeting, telephone call or information on CD for any customers with visual
impairment.
 Contact us using RNID Typetalk service (textphone users) 18001 0800 500 888; or for
(hearing people) 0800 7311 888.
 Text repair requests to 07990 536536 (please give your name, address, telephone and a
brief summary of the problem).
 An out of hours service for emergencies which transfers through from our usual number.
If you, or someone you know, would like this ‘Accessible Information Service
Statement’ on CD, in large print, in Braille, or translated into another language,
please email our Communications Team at [email protected] or call
0300 303 8530.
9. Appendix B: Accessible Information Guidelines
To learn more about this – use the Outstanding Communications powerpoint on Westie staff
intranet.
.
9.1 Print size and type-face
 Use 12 point font size, 14 point for older customers with slight sight impairment.
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
Gills Sans is Westward’s font which should be used in all printed communication.

Avoid writing blocks of text in capital letters as they are generally harder to read,
especially for people with visual impairments or dyslexia
Use
Use upper and lower case
words as in standard writing

Avoid
DON’T USE CAPITALS
FOR WHOLE WORDS
OR SENTENCES
Use bold to highlight an important point, rather than underline or italics. Bold is more
accessible but should be used sparingly for emphasis.
Use
Bold for emphasis rather than
capitals, italics or underlined
Avoid
Underlined and using Italics as they
make words run together.
9.2 Layout of text
 Align text to the left margin as it makes it easy to find the start and finish of each line
and keeps the spaces even between words.
 Headings should stand out by using bold or larger print. Dark text on a paler
background is preferable but the reverse is okay for headings
Reverse print is white print on a dark background
 Leave one line of space between paragraphs to give the eye a break and make reading
easier.
 Lines should be no longer than 60-70 characters.
 Avoid making sentences and paragraphs too long. Sentences should not exceed 15-20
words and hold just one idea.
 Use bullets or numbers to break up continuous prose and make complex information
much clearer.
 Use lists of short points where appropriate to split up information.
 Use navigational aids such as headings and page numbers to make things easier to find.
Always place them in the same position on each page.
 Information is easier to understand if text is supported by illustrations. These could
include: photos, flow charts, diagrams, boxes and tables.
 If part of the document has to be filled in by the reader, plenty of writing space must be
given.
9.3 Printing
 Only print if necessary, provide electronically wherever possible.
 Avoid glossy paper because glare makes it difficult to read.
 Avoid setting text over images as this makes text hard to read.
 Printing material in a different colour or onto coloured paper can help some readers
with dyslexia. It is important to ask the individual what is best for them.
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 Use clear colour contrast such as black text on yellow background. Avoid light text on a
dark background if possible, if you use it make sure it is well-spaced.
 Avoid blue/yellow and red/green combinations: they limit users with colour blindness.
Never ask customers to ‘complete the section in red’.
9.4 Using plain language
 The Plain English Campaign defines plain language as: 'something that the intended
audience can read, understand and act upon the first time they read it'.
 Provide information in a logical order.
 Keep the language clear and avoid unnecessary jargon. Explain what acronyms and
abbreviations stand for, such as Citizen’s Advice Bureau instead of CAB.
 Use positive and inclusive language
 Use active verbs e.g. 'we will do it' rather than 'it will be done by us'; or “When you
arrive” instead of “upon arrival”.
 Several Plain English Guides are on Westie.
 For further information see: ‘Outstanding communications’ presentation on Westie and
The Campaign for Plain English Guide
10. Interpretation
If a British Sign Language interpreter is required, a local interpreter should also be used.
A list of local translation and interpretation agencies with addresses and contact phone
numbers can be found in Association of Sign Language Interpreters.
11. Language Line
11.1
Use the Language Line Identification poster (located in all reception areas and
offices) or your Language Line Identification Card and follow the guidance. Contact the
Communications Team for a wallet-sized copy or assistance. There is also a training
DVD staff can borrow.
11. 2 The main services Language Line provides are:
 Text translation – document translation covering more than 100 languages.
 Telephone interpreting – professional interpreters available, from any phone, in most
languages.
11.3
Booking an Interpreter
Using Language Line is easy. Call 0845 310 9900 and quote one of our service ID
numbers. You need your line manager to give approval. Codes which can be used are
currently:
411566 - Westward Operations teams (Sarah Wigmore)
411567 - Westward Support teams (Nic Parham)
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411568 - Westward Communications (Vanessa Gray-Locke)
Please note that if you do not give a correct code, your request will be denied.
The operator will ask you for your name and the organisation and telephone number you are
calling from. The staff member needs to tell the operator which language is required then stay
on the line while an interpreter is connected (this should only take a few seconds).

Introduce yourself to the interpreter and brief him/her about the situation.

Start the interview:
– Speak in plain language and avoid jargon.
– Speak directly to the individual who needs an interpreter.
– Make sure only one person speaks at a time and don’t shout.
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Translation of documents
12.1
Contact the Communications team prior to seeking a document translation to check
whether or not a copy of the translation required is already in stock, many are held
online.
12.2
If the translation you require is not already held in stock, email the document your
require to be translated, the language you need and the date you need it by to the
communications manager.
12.3
The communications team keep the resulting pdf in a library of translated documents as
well as forwarding it straight to you.
13 Translation electronically
13.1 Browsealoud and screen readers
This is software which is free for the customer to download, as Westward has paid for
the service, and will read web pages aloud to the user. Reading large amounts of text on
screen can be difficult for those with literacy and visual impairments. 7 million people in
the UK have literacy problems, many of whom have downloaded Browsealoud already.
13.2 Pdfs should always be used for information linked to online as it is especially useful for
those with e-readers and screen readers.
13.3 MP3 audio formats of our documents can be downloaded for free from Browsealoud.
13.4 Google Translate is used to translate text into other languages and is free, but with
limited accuracy. To be legal protected, for important documents, always have the
document correctly translated by Language Line.
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Other translation and interpretation agencies and methods
14.1 Please relay your requests via the communications team. Approved local translation
agencies should be used to undertake translation work into large print, audio and Braille.
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14.2 Typetalk is a free confidential BT service for those who have speech difficulties and can
benefit from a translator intermediary. The contact numbers are in the Service
Statement at the front of this document and there is a user guide on Westie.
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Useful contacts of translation and interpretation agencies
Contact Details
Language Line
25th Floor, 40 Bank Street
London E14 5NR
Tel: 0800 917 6564
Email: [email protected]
Service
Translation and
Interpretation into
over 400 different
languages
A2i Transcription Services
Unit 4 Montpelier Central
Station Road, Montpelier, Bristol BS6 5EE
Tel 01179 44 00 44
[email protected]
www.a2i.co.uk
Produce transcriptions into
Braille, large print and audio.
Association of Sign Language Interpreters (ASLI)
www.asli.org.uk
Find south west interpreters by using the
Search Directory facility and choosing
Devon and Cornwall.
Approved sign language
interpreters
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