Welsh Language Scheme2011-Approved22Aug2011

THIS POLICY APPLIES TO:

All Staff and Board Members

THIS POLICY CROSS REFERENCES TO:

BOARD APPROVAL/SUBMISSION DATE: 30 June 2011

DATE OF NEXT REVIEW: February 2014

AUTHOR: Director of Corporate Services

WELSH LANGUAGE SCHEME


This Welsh Language Scheme is prepared in accordance with the Welsh Language Act 1993 (the Act) and the Welsh Government’s Delivery Outcomes as prescribed in Circular RSL 33/09

This Scheme received the approval of the Welsh Language Board under S14(1) of the Act on 22 August 2011

1.0 INTRODUCTION

1.1 Taff Housing Association (Taff HA) is a community based not for profit housing association, and is one of the leading providers of affordable housing in Cardiff. We manage over 1,250 good quality affordable homes for rent. We work in the Butetown, Canton, Fairwater, Grangetown, and Riverside communities of the city; we have been working in Cardiff since 1975. In addition we are a significant support provider in Cardiff, the Vale of Glamorgan and Newport.

2.0 Our Vision

2.1 To be the Provider, Partner & Employer of Choice.

3.0 Our Mission

To be the preferred provider of community based Housing & Support.

To deliver customer focussed, high quality services which give value for money, and

To be flexible, innovative and responsive in customer service.

4.0 Taff is a charitable housing association; we are Investors in People accredited (Gold standard).

4.1 Taff HA has adopted the principle established under the Welsh Language Act 1993 that in the conduct of public business it will, so far as is both appropriate in the circumstances, and reasonably practical, treat the Welsh and English languages on the basis of equality.

4.2 The context for this commitment is the demand for Welsh among our customers, the linguistic profile of the areas in which we work, appropriateness to Taff HA’s circumstances, and thus what is reasonably practicable. We have established this by consulting with our customers, our team and by using other public information available to us.

4.3 We have established that the demand for Welsh language services is currently modest in the areas where we work. However, we are

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committed so far as is both appropriate in the circumstances and reasonably practical to adopt a bilingual poilcy for our work and service delivery, and we will look to increase our provision of Welsh Language Services over the lifetime of this scheme. We will make it known to all with whom we do business that we welcome dealings in either Welsh or English, and we respect the right of our customers to communicate with us in the language of their choice. The scheme outlines the services we are committed to providing through the medium of Welsh.

4.4 We are conscious that the percentage of people able to speak Welsh is increasing in our areas. We will therefore monitor this increase, and adjust our forward plans accordingly should demand for provision of services through the medium of Welsh increase.

5.0 SERVICE PLANNING

5.1 New Policies and Initiatives

5.1.1 As and when we develop new policies, we will ensure that we assess any linguistic consequences, as part of our Equality and Customer Service Impact assessments. We will not, however, amend this scheme without the prior agreement of the Welsh Language Board.

5.1.2 We will also ensure that staff and advisors involved in policy formation are aware of the scheme and the organisation's responsibilities under the Act.

5.1.3 We want to provide the best possible service to all those with whom we work. We do not wish a person's choice of language to impair the effectiveness of the service we provide; therefore we will tailor our provision to their individual needs.

5.1.4 Taff HA works in partnership with public bodies, organisations from the voluntary sector and other agencies. We work on many levels when working with others:

When Taff HA is the strategic and financial leader within a partnership, it will endeavour to ensure that the public service provision is compliant with our Language Scheme

When Taff HA joins a partnership led by another body, our input to the partnership will comply with our Language scheme and we will encourage the other parties to comply

Where Taff HA is a partner in a consortium, it will encourage the consortium to adopt a language policy. When acting publicly on behalf of the consortium, we will act in accordance with our Language scheme

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5.2 Delivery of Service

5.2.1 We aim to deliver a high standard of service in both Welsh and English. The delivery of our Welsh Language service links directly to our Customer Care and Customer Involvement Strategies, which commit, (wherever practically possible) to communicating with customers in the format and language of their choice. Specifically, services are provided as follows:

The communication services that we provide are clearly signposted. All key documents are accompanied by a leaflet containing the following statement:

‘If you need assistance in translating any documents we can arrange for the information to be translated for you. Also, you can use our Language line service to speak to someone in your preferred language. Please contact us on 02920 259100 for details.’

This statement is printed in 5 key languages, including Welsh. The statement is also available in 20 languages. This is displayed in our reception area.

We maintain a database identifying the chosen language of our customers.

A variety of translation and interpretation services are available.

Communication in alternative formats is available, including: audio CD or tape, Braille, and large print formats.

5.2.2 A full copy of the Customer Care and Customer Involvement Strategies are available upon request.

5.2.3 We will strive to ensure that we have sufficient members of staff who are competent and confident enough to offer assistance and service to Welsh speakers, appropriate to the needs of our customers and the organisation.

5.2.4 Any contracts or arrangements made by a third party will be consistent with relevant sections of this Scheme.

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6.0 THE WELSH SPEAKING PUBLIC

6.1 Written Communication

6.1.1 Taff HA welcomes correspondence in either Welsh or English. We advise our customers that communication with Taff HA is welcomed in either Welsh or English.

6.1.2 We undertake to deal with correspondence, written in whatever language, promptly and efficiently. We will respond within the same time scale regardless of the language in which correspondence is written.

6.1.3 Correspondence received requiring a reply will be responded to in the language in which it has been received.

6.1.4 We will endeavour to establish each tenant’s preferred language and ensure this is clearly noted on individual files and establish a database of those who wish to deal with the organisation in Welsh.

6.1.5 All staff will be provided with guidance on language equality in relation to written communication. If it is not possible for our staff to answer correspondence in Welsh to a high standard, we will use professional translators.

6.2 Verbal Communication in Public Reception Areas, Face to Face and by Telephone

6.2.1 Taff HA welcomes personal enquiries in Welsh or English.

6.2.2 All staff will be provided with guidance on language equality in relation to verbal communication.

6.2.3 When callers wish to speak Welsh, the Reception staff will direct calls to an appropriate identified Welsh speaker, if this is possible. Where no Welsh speaker is available, callers will be given the opportunity either to continue the call in English or have either a Welsh speaking member of staff or a Welsh speaking interpreter call them back.

6.2.4 When home visits or interviews are undertaken and where the stated preferred language of the applicant/tenant is Welsh we will endeavour to provide a Welsh speaking member of staff, if this is possible and practical. Where this is not possible we will employ the services of a Welsh language interpreter for either a telephone conversation or a face to face meeting in Welsh.

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7.0 THE ORGANISATION'S PUBLIC FACE

7.1 Corporate Identity

7.1.1 We undertake to develop a bilingual corporate image of the organisation, where practical. Taff HA’s name and address and any basic information will appear in both languages on public documents such as letterheads, publications, etc.

7.1.2 When we renew or re-erect any signs we will ensure that the new versions are totally bi-lingual. Signs erected for the first time will be bi-lingual.

7.1.3 The size, standard of clarity and prominence of the words will reflect the principle of language equality.

7.1.4 When applying to Cardiff County Council for permission to name a new development, the Association will endeavour to suggest appropriate Welsh names with a local connection, where appropriate. Where developments are given a Welsh name, the Welsh spelling will be used on all signage, unless the local authority/post office dictates otherwise.

7.2 Printed Literature and Published Reports

7.2.1 Taff HA will publish its Annual Report in Welsh and English. We will ensure through clear signposting that our customers are aware of the communication services we provide.

7.2.2 There may be particular documents for which the publication or provision of a Welsh language version is appropriate, for example, where the document will have a Wales wide circulation. Where reasonable, this will be provided. If at any future time a significant demand for Welsh language documents is demonstrated then this policy will be reviewed.

7.2.3 As new documents are produced, we will assess the need to provide Welsh language versions of them. Where we do produce Welsh language documents our preference will always be for bilingual documents, rather than separate Welsh and English versions.

7.3 Public Meetings

7.3.1 At formal meetings, Taff HA will usually conduct the proceedings in English; however, we will assess if translation services are necessary in relation to specific matters e.g. we will attempt to establish the language choice of attendees/participants, and provide translation services if there is sufficient need. We will advise attendees, in advance if possible, if Welsh speaking staff are in attendance.

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7.3.2 We welcome meetings with the public in Welsh or English, but due to a shortage of Welsh speakers in some fields, we cannot guarantee a face to face meeting in Welsh on all occasions. If we regularly fail to meet the demand we will consider taking action such as relocating staff, training and recruitment or the use of interpreters as appropriate,

7.4 Website - www.taffhousing.co.uk

7.4.1 Our internet site is currently in English. It makes clear the communication services we provide. Our Welsh Language Scheme will be posted on our website in both English and Welsh.

7.4.2 There may be particular web pages for which the publication or provision of a Welsh language version is appropriate; where reasonable, this will be provided. If at any future time a significant demand for Welsh language documents is demonstrated then this policy will be reviewed.

7.5 Policies, Forms and Associated Explanatory Information

7.5.1 Forms and explanatory information issued to tenants and applicants will usually be available in English. The Tenants’ Handbook will also be available in Welsh. We will ensure through clear signposting that our customers are aware of the communication services we provide.

7.5.2 There may be particular documents for which the publication or provision of a Welsh language version is appropriate; where reasonable, this will be provided. If at any future time a significant demand for Welsh language documents is demonstrated then this policy will be reviewed.

7.6 Press Notices and Press Conferences

7.6.1 Usually, these will be conducted in English. There may be notices or events where bilingual presentation is considered appropriate.

7.7 Advertising

7.7.1 All advertising and publicity campaigns need to be considered on an individual basis, being always mindful of the size and nature of the target audience the circumstances surrounding the campaign, timing, prestige, demand and value for money.

7.7.2 Usually, advertising will be conducted in English. Where appropriate, we will ensure through clear signposting that our customers are aware of the communication services we provide.

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http://www.taffhousing.co.uk/


7.7.3 There may be particular advertisements for which the publication or provision of a Welsh language version is appropriate; where reasonable, this will be provided.

8.0 IMPLEMENTING AND MONITORING THE SCHEME

8.1 Staffing and Recruitment

8.1.1 Taff HA is committed to providing quality services to all those with whom it does business in both the Welsh and English language.

8.1.2 Our aim is to ensure that we have sufficient numbers of staff competent in Welsh in those areas where we need these skills. In drawing up job descriptions and person specifications, careful consideration will be given to any potential need for written or spoken capabilities in Welsh.

8.1.3 Where the ability to communicate in Welsh is an essential requirement of the post, then the advertisement will appear bilingually and may be placed in additional Welsh language publications. Supplementary information, such as job descriptions, will be available in Welsh for posts with Welsh language requirements.

8.2 Learning Welsh at Work

8.2.1 Taff HA undertakes to support staff to learn Welsh, where there is a shortage of Welsh speakers to meet the needs of the business. The type of language training offered to staff will be appropriate to each individual's personal and professional needs, and the requirements of the organisation’s business, but could include:

General introduction to the language for complete learners. Confidence building sessions for staff with some knowledge

of the language. Welsh for front line staff. Advanced courses for more proficient speakers. Improving

proficiency in written Welsh.

8.3 Board Members8.3.1 Taff HA will encourage Welsh speakers to join its Board of

Management by including language in the annual review of Board Member skills. The Board may decide to prioritise Welsh speakers within the recruitment and co-option of new members.

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8.4 Administrative Arrangements

8.4.1 The commitments and arrangements set out in this scheme have been approved by Taff HA’s Board; the Leadership Team will carry the full authority of the organisation in their implementation.

8.4.2 Taff HA will ensure that everyone in the organisation is familiar with the scheme and that staff know how it should be implemented and what is expected of them.

8.4.3 Introduction to this scheme will be part of Taff HA’s staff induction process.

8.5 Monitoring Our Welsh Language Scheme

8.5.1 It will be the responsibility of Leadership Team to ensure that staff are aware of Taff HA’s Welsh Language Scheme and of Taff HA’s responsibilities within it.

8.5.2 The Director of Corporate Services has responsibility on a corporate level for monitoring the Scheme; however, each Leadership Team member will have responsibility for their specific areas of operation. The scheme will be the subject of an annual report to the Association’s Board and tenants; a copy of the report will be sent to the Welsh Language Board.

8.5.3 Written complaints, from tenants, clients and members of the public, resulting from a failure to comply with the scheme, will be included in the monitoring process. Other elements in the monitoring system will include:

Performance measures related to customer outcomes for Welsh & English speakers.

The number and distribution of Welsh speakers in the organisation.

The number of tenancies that have requested communication in Welsh.

8.5.4 We will include a statement in our annual report noting where members of the public can obtain a copy of our annual monitoring report to the Welsh Language Board.

9.0 COMPLAINTS STATEMENT

9.1 Complaints about the way in which the Association is delivering its service commitment as identified in this policy will be dealt with in accordance with the Association’s standard complaints policy and procedure, which will be available in Welsh.

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9.2 We will ensure that members of the public who deal with the Association know about this Scheme and we will ensure that it is published on our website.

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Timetable for Implementation

Action Lead Officer Target completion date

Maintain information base on which of our customers prefer to be dealt with in Welsh Establish appropriate ‘field’ on Taff HA’s computer system to store information; dovetail with community languages monitoring.

Head of Housing and Community

Services

December 2011 and on-going thereafter

Re-inform current staff about the Scheme and explain what is required of them.

Director of Corporate Services

March 2012

Continue to include scheme details and question and answer session at staff induction programme so that all new starters are aware of the scheme and what is expected of them.

Human Resources

Team

On-going

When re-ordering headed paper and business cards etc. ensure that headings are bi-lingual

PA/Office Co-ordinator

On-going

Conduct biennial staff language skills survey.

HR Assistant December 2011

Asses Welsh language training to meet the needs of the service

Human Resources

Team

June 2012

As jobs are reviewed and advertised consider whether Welsh should be a desirable or essential criterion for the job.

All line managers

On-going

When considering Board membership, have regard to the need for Welsh language skills.

Chief Executive September 2011 (AGM) and annually

Review use of Web and consider introducing Welsh Language headings

IT Manager April 2012

Publish Welsh Language Monitoring Report on Taff website

IT Manager November 2011 and annually

Review Taff HA’s Welsh Language Scheme in line with policy/ strategy review schedule.

Director of Corporate Services

July 2013

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Budgetary Implications

There may be cost implications associated with the adoption of this Welsh Language Scheme.

When setting a time table for some of the action points, budgetary considerations must be taken into account and may of necessity slow progress.

TAFF HOUSING ASSOCIATION

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Documents

Welsh Language Scheme2011-Approved22Aug2011