Important Information for Customers whose first language is not English

This information is for anyone who may need help to:
• talk to us
• tell us something
• understand something written by the council.

We are happy to help customers who need information in their own language because we want everyone to have equal access to our services and information.

Information helps you to make choices, know about our services and to get your rights.

IF YOU DO NOT SPEAK OR UNDERSTAND ENGLISH …..

If you need to speak to someone in the council with help from an interpreter – someone who speaks your own language - you will have to tell us this…..

If you know the part of the council you need to talk to, such as Housing or Benefits, you will need to tell the person at the front-desk or on the telephone:

- your name
- your telephone number
- your address
- which language you speak
- what you want to talk about

The person you speak to at the council will not be able to speak your language so you need to give this information in English. You may be able to get someone – say a friend or relative to do this for you or to write it down in English for you to bring to the council office. Or, you may use the language chart on the back of this leaflet to point to your language and show us something in writing that shows your name and address.

If you don’t know who you need to speak to, you can call the Inclusion Team on 023 8083 2655, they will try to help you. You will need to tell them in English:

- your name
- your telephone number
- your address
- which language you speak
- what you want to talk about

When we understand who you are and which language you speak, we will arrange for an interpreter to come to the council to talk to you, at a time that you agree to. We will tell you when and where to meet us.

You will not have to pay for the interpreter.

The council does not encourage you to use friends or family as interpreters, especially for long, complex or very private meetings. We will not usually use a child under the age of 16 as an interpreter at all.

We use interpreters from special agencies who have made sure the interpreter who can speak your language well and will not discuss your business with anyone else. We try to get interpreters who do not know you.

Any information about your meeting will be sent to you in the language you understand and in English.

IF YOU NEED AN INTERPRETER IN AN EMERGENCY….

If something serious happens out of hours – when the council is closed and you need to talk to someone contact the police on 0845 045 45 45.

Call the council helpline on 023 8023 3344 and tell them what has happened.

You will need to tell them in English:
- your name
- your telephone number
- your address
- which language you speak
- what you want to talk about

IF YOU NEED WRITTEN INFORMATION TRANSLATED….

If you cannot understand something that has been written by the council – such as a letter, a leaflet or form you may ask to have it translated into your language or explained to you in another way.

You will see on the back of leaflets or other things produced by the council a box like this:

This says you can telephone the number in the box (arrow to it) and ask for the information to be produced in your language.

To do this you will have to provide these details:

- your name
- your address
- your telephone number
- the language requested

You will have to provide this information in English. The person you call at the council will speak to you in English. Ask a friend or relative to give us these details on the telephone or in writing.

If you ask us for a translated letter, you should receive it within 15 working days and it will not cost you anything.

If you ask us for other information to be translated, such as a leaflet or a policy or plan we will do our very best to meet all reasonable requests as quickly as possible. Sometimes we will only translate the main points of a document that gives you the broad details but not the full document. In these situations if you want to know more specific detail you can ask us to explain it to you in person with an interpreter who speaks your language.

Actionline
Help with enquiries or complaints from pot-holes to abandoned vehicles
Telephone 0800 5 19 19 19
Text 07797 877002
Email Actionline

Gateway
The city council’s one-stop-shop based in the Civic Centre
Email Gateway

Adult social services contact centre
One number to contact Social Services
Telephone 023 8083 4567
Minicom 023 8083 3808
Email Adult social services

BME services….

English for speakers of other languages
Find out about English language classes
Telephone 023 8083 4094
Email about English language classes

Neighbourhood advice centre
Free and impartial advice on housing and welfare benefit
Telephone 023 8033 9206

Immigration service
Telephone 0870 606 7766
Minicom 0800 389 8289
Email the Immigration service

Citizens advice bureau
Free information and advice to resolve problems
Telephone 023 8022 3659
Fax 023 8023 7284

Southampton centre for independent living
Support, services and training for disabled people who want to live independently
Telephone 023 8033 0982
Minicom 023 8020 2649
Fax 023 8020 2648

Hate crime and harassment
To report incidents of harassment and hate crime as a witness or a victim even anonymously
Telephone 023 8083 4114
Minicom 023 8083 4164
Email the Hate crime team
Hate crime website

Finding out your local community association/group
Telephone 023 8083 2462
Minicom 023 8083 4156
Email Community services

People who speak the same language or come from the same country sometimes make a group to help each other.

The council keeps a list of groups and how to contact them.

If you want to find out if there is a group for you please call the Communities Team on 023 8083 3445.

You will need to tell them in English:

- your name
- your telephone number
- your address
- which language you speak
- what country you are from