This policy covers all communication needs including information in large print, Braille, British Sign Language and the many different languages and dialects spoken within Newham.

The potential demand for accessing translation and interpreting services is considerable. Newham Council cannot meet all of the translation and interpreting needs of our citizens. To make sure that our customers have fair access to high quality services we will seek to provide translation and interpreting support where:

• There is a face-to-face interaction between the council and a customer
• We need to provide core information about accessing services
• We are consulting with users to get their views, opinions, comments and complaints.

In providing translation and interpreting support, we have adopted the following standards:

• All departments within Newham Council have the ability to access telephone interpreting, face-to-face interpreting and translation services.
• It is the responsibility of departments to identify if a customer requires communication support and to provide access to appropriate translation and interpreting services
• It is not acceptable to use children as interpreters
• Adult family members and friends should only be used where the customer makes this preference, after being offered the option of professional translation and interpreting support
• The council's translation and interpreting service will provide a professional, high quality, confidential and comprehensive translation and interpreting service.
• Departments will use a mix of bilingual staff, community organisations and professional interpreters and translators.

If you would like more information on the council's translation and interpreting policy, please contact the Language Shop.

You can get information about and access to council services by visiting a Local Service Centre or by telephoning the Contact Centre on 020 8430 2000. Both of these options will provide interpreting support.