We know that understanding important safety information about your gas supply is vital.
If English is not someone’s first language, it is harder for them to get the information that they need. Especially if there’s an unexpected interruption to their gas supply.
That is why we’ve invested in LanguageLine. It’s a professional interpreting service to help us communicate clearly and confidently with our customers in a wide range of languages.
Support in your language when you need it most
LanguageLine gives our teams access to trained interpreters who can support conversations in real time.
This means that if you – or someone you know – needs help and doesn’t speak English as a first language, we can arrange an interpreter. They will then help you understand what is happening and what support is available. They’ll also tell you about any steps that need to take to stay safe and warm.
The service helps us explain important information about your gas supply more clearly. This includes safety advice, updates during an interruption and details of the extra help available through the free Priority Services Register.
The Priority Services Register offers extra care for anyone who may be more vulnerable due to their medical or personal circumstances.
Empowering our teams
If anyone you know needs to speak with one of our frontline or Customer Care teams, and English isn’t their first language, we can arrange an interpreter to support the conversation. They will help communicate the information we need to share with you in a way that’s easier to understand.
This investment is part of our wider commitment to making our services accessible and inclusive for all customers, including those with additional communication needs.
We want every customer to feel informed, supported and reassured that help is available when they need it most.
If you think you or someone in your household may need extra support, take action and join the Priority Services Register. That way, we’ll know what tailored support you might need if your gas supply is ever affected in the future.
Accessible support for our communities
We serve diverse communities across the North of England, and want to make sure our customers can access important information in a way that works for them.
Investing in LanguageLine is one of the ways we’re helping remove barriers to communication. The service is free to use and it helps us ensure more customers can understand vital information about their gas supply.
Our website also offers Recite Me. This provides an online translation of our site as well as functions to aid website accessibility and visibility for our customers who may have additional communication needs. You can even use it to read this article in another language!
To find out more about the support available, including the Priority Services Register, take a browse around our website. Alternatively, you can contact our Customer Care team on customercare@northerngas.co.uk or call 0800 040 7766 if you need to speak to someone about becoming a Priority Services customers or using LanguageLine.