Customer experience language support network

Published: 30 August 2022

At RoS, we are committed to improving equality, diversity and inclusion for colleagues and customers.

One of our latest steps in exploring EDI improvements is introducing our Customer Experience Language Support Network. The network is made up of colleagues from across the organisation who will work alongside Customer Experience colleagues to offer a translation service for customers who would like to speak to us in languages other than English.

How will this work?

If you telephone our Customer Services or Property Information teams, we will be offering a service, that allows customers to speak to a RoS colleague in their preferred language. The Customer Experience colleague will then offer you a timeslot that works for both you and our volunteer and a call will be arranged for the agreed time.

We are implementing this as appointment only as our volunteers may not always be available to join an ongoing call. Our network is currently made up of a small group of colleagues, so please also be aware that due to colleague availability, there may be a delay in us being able to schedule an appointment.

As we are trialling this work, feedback will be key in improving the process both for our colleagues and our customers, so please make sure to provide any feedback you may have after using this service, via our feedback form.

What languages are supported?

At the moment, our volunteers cover the following languages:

  • Afrikaans
  • Chinese (Mandarin)
  • French
  • Gaelic
  • German
  • Greek
  • Hungarian
  • Italian
  • Polish
  • Russian
  • Spanish

We hope that as we explore the service, we’ll be able to offer support with more languages in the future.

We do currently offer support for British Sign Language, so if you are a British Sign Language (BSL) user, you can contact us via our national BSL video relay service Contact Scotland-BSL.