Creating accessible environments for disabled people
Accessible communication
Everyone should be able to communicate with us easily.
It's important to provide information in accessible formats and give communication support where appropriate.
This includes all forms of communication, including:
- Web content
- Emails
- Letters
- Printed information
- Phone or video calls
- Face-to-face communication
You can read about accessible communication formats on GOV.UK's website.
What information we provide in an accessible format and when, depends on the type of service we're providing.
However, we consider each of the following:
- Ensure service users have access to interpretation and translation via INTRAN where this is appropriate and in keeping with legislation (only our employees can access this link)
- Follow guidance on how to make online content accessible
- Let service users know how to get a document interpreted or translated. This page also explains how to add an INTRAN statement to a document.
- Publishing alternative formats (eg by commissioning it). Examples of alternative formats are Braille, Easy Read, large print, audio formats such as MP3 and CD.
- Checking that any hyperlinks we refer people to also have accessible content - eg links we use in documents, videos etc
- For phone and video calls:
- Knowing how to switch on accessibility features like closed captions
- Managing BSL interpreters in a virtual meeting effectively
- If we provide adult social care or health services to a person, we record any requirements they have so that we can communicate with them in an accessible way. This might include offering them alternative ways to respond to us, like a telephone number so they can complete an online form over the phone or using a local advocacy service.
- Supporting our disabled employees to use the Access to work scheme. This can help with getting specialised equipment like Roger pens or getting access to interpreters. This ensures our staff can communicate effectively.