Let's Be Clear

We want to give all our customers the very best services and the right information to help you access those services.

Clear information is important because it helps you to make choices, understand our services and know your rights.

SPEAKING WITH US

You may wish to contact us by minicom or textphone:

Textphones are used in the same way as telephones. But, instead of speaking on the telephone you type what you want to say. You need a textphone at home for this to work.

A list of our services with textphone numbers is at the end of this information sheet.

We also welcome Typetalk.

Typetalk is a national service run by the Royal National Institute for the Deaf. If you have a textphone you can connect with this service and the operator will relay what you type to the telephone user and back to you. You can use this service on any telephone number.

The Typetalk Service Number is:

0800 7 311 888

There is no additional charge for this service.

All our main public contact points have induction loop systems.

This assists you if you wear a hearing aid or use a listening device to pick up sound more clearly.

You can ask us to provide a British Sign Language (BSL) interpreter or a ‘lip speaker’ if you need assistance to communicate in a meeting. This applies to a face-to-face meeting (a meeting with just you) or larger meetings.

There is no cost to you for this assistance. But there is a shortage of qualified BSL interpreters and lip speakers in our area, so we may need several days to arrange this.

If you have other specific requirements or needs please let us know.

READING OUR INFORMATION…

Letters
You may ask for any letters or other correspondence, such as notes of meetings to be made available to you in other formats. This means you can ask us to give you the information in:

• Large print

• Braille

• On audio disc or tape

• Computer disc, CD or electronic information

• By e-mail

• In easy-read format

If you have been sent something from us, please use the contact details on the letter to request information in other formats.

Leaflets
Other written information, such as leaflets or guides or plans may also be available in other formats. Sometimes we will give you a summary of the full document in your chosen format.

On all our information there is a box like this, that offers information in other ways.

You may have our written information in any of the formats listed above. In some situations we may be able to produce the information in additional ways such as video or DVD format.

Sometimes the best way to understand the information is to ask us to explain it or read it to you. We are happy to do this.

Please contact us to discuss your specific requirements.

Have you asked us before?

We understand that you may have asked a part of the council to provide your information in a particular format, such as large print and you would like all other information from us in that way.

We are currently working on ways to keep track of customers information needs so that you don’t have to keep asking the same thing over and over. In the meantime, please bear with us while we try to help you within the systems we operate at the moment.

ASSISTING PEOPLE WITH LEARNING DISABILITIES OR DIFFICULTIES

If you are assisting someone with a learning disability you may want to ask us for the information in an easy-read format. We are working with local people with learning disabilities to help us to find ways of making our information easier to understand. In some situations we may be able to produce information using pictures or symbols. If that is not possible we can explain the information in person or on tape or disc.

MEETING OTHER REQUIREMENTS

If you are assisting someone who cannot read or write or has other communication needs not already mentioned here, please ask us for help in any way that suits their specific needs. We will consider all reasonable requests and will be happy to assist wherever we can.

INVOLVING OUR CUSTOMERS

We know that customers with specific requirements are the ‘experts’ in understanding their needs and helping us to improve our information and services. We are working with many of our customers already.

If you want to join others to give your advice and support, or if you just want to make a comment about how we at the council communicate with our customers please let us know, we would be happy to listen to and involve you.

Please call the Stronger Communities and Equalities Team on 023 8083 2655, minicom 023 8083 4164 or email the Team.

USEFUL CONTACTS

Council services:

Gateway
The City Council’s one-stop-shop based in the Civic Centre
Email Gateway

Library service
Braille and audio transcriptions
Telephone 023 8083 2664
Minicom 023 8083 4156
Email the library
The library website

Special educational needs
Ensuring children and young people with special educational needs receive the right support for their learning.
Telephone 023 8083 3270
Fax 023 8083 3290
Email Special educational needs.
Special educational needs website

Sensory impairment team
For advice and training to people who are deaf, hard of hearing, blind or partially sighted
Telephone 023 8083 3025
Minicom 023 8042 0298
Fax 023 8083 2456
Email the sensory impairment team
Sensory services website

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

Hate crime and harassment
To report incidents of harassment and hate crime as a witness or a victim even anonymously includes harassment of disabled people.
Telephone 023 8083 4114
Minicom 023 8083 4164
E-mail the Hate crime team
Hate crime website

List of council minicom numbers

Actionline 023 8083 4421
Adult social care contact centre 023 8083 3808
Central library 023 8083 4156
Electoral registration 023 8083 4193
Housing services 023 8083 4228
Human resources 023 8083 2838
Inclusion team 02 8083 3388
Local taxation 023 8083 2492
Out of hours 023 8083 2798
Sensory services 023 8042 0298
Switchboard 023 8083 2798
Tourist information 023 8083 3184

Voluntary sector organisations

Most of these independent services receive funding and support from the council

Southampton action for access
A local group who give advice on accessibility of buildings and services
Telephone 023 8036 6657
Fax 023 8036 6657

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

Hampshire deaf association
Working together with deaf and hearing people to create a world of equal access and opportunities
Telephone 023 8051 6516
Minicom 023 8051 6518
Fax 023 8051 6517
Email the Hampshire deaf association
To visit the Hampshire deaf association website, click on the link in the right hand column.

Shearwater care group
A care group for partially sighted and blind people.
Telephone 023 8039 8082
Fax 023 8039 8082

Other voluntary organisations

Disability advice and information network
Providing a free and confidential advice and information service to disabled people, carers and service providers.
Telephone 023 8020 2653
Fax 023 8020 2655

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

Southampton advice and representation centre
Help with any aspect of social security law or employment law, from simple form filling to representation at appeal tribunals.
Telephone 023 8043 1435
Fax 023 8044 7031
Email sarc@ssmail.net or admin@souc.freeserve.co.uk

Southampton voluntary services – Disability forum
An umbrella organisation providing voluntary and community groups working in Southampton with independent support and an independent voice.
Telephone 023 8022 8291
Fax 023 8022 2929
Email Southampton voluntary services
To visit the Southampton voluntary services website click on the link in the right hand column.

Southampton seniors council
The voice of senior citizens in Southampton, improving the quality of life, health and a dignified old age
Telephone 023 8023 8250