Procedure for telephone translation services

If you need to use a telephone translation service to interpret a different language, we have an arrangement with a company called Language Line. This service is available 24 hours a day, seven days a week. The aim of Language Line is to meet the need for an interpreter whenever we may need it.

  • Language Line has an extensive team of professional interpreters and is able to offer translation services for approximately 100 languages.
  • Language Line is used widely throughout the country in the UK public sector.
  • The service can also provide a traditional translation service for any of our documents, see alternative formats section above.

Below is the procedure for accessing the service:

  • Retirement Housing Managers/Extra Care Manager/Registered Managers will act as the regional contacts for Language Line.
  • Customer Account Number C6867
  • You will need to quote a customer ID number, which is 522139 – Housing 21
  • The service is available 24 hours, seven days a week.
  • The local rate number to access the service is:
  • You will need to quote your name and the language your require translating.
  • Stay on the line whilst an interpreter is contacted.
  • Introduce yourself to the interpreter and brief him or her about the situation.

Go ahead and start your conversation, using the telephone receiver as a go between

Useful sources of information

Here are some alternatives you might like to suggest for people with reading difficulties:

Royal National Institute for the Blind (RNIB) can help with assistive technology for blind people.

They can provide information on computers and other devices that may help such as phones, mobiles, smartphones, iPads (and other tablets) and electronic magnifiers that have features and adaptations built in to assist people who are blind or partially sighted.

Tel: 0303 123 9999 or email

Action for deafness has an online Shop for the best products for deaf and hard of hearing people.

Tel: 01444 415582

The official version of this document will be maintained in the Policy Hub. Before referring to any printed copies, please ensure they are up-to-date.


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