Interpreting your needs – we’ve improved our LanguageLine services

Ensuring that we communicate in a way that suits you is one of our top priorities. We want to deliver an inclusive and accessible service, so we’ve updated our translation service, LanguageLine.

LanguageLine is a telephone interpreting service, providing on-demand access to interpreters 24 hours a day, seven days a week. It allows Hyde colleagues to quickly connect with an interpreter during live customer calls, supporting clear and accurate communication.

We’ve now improved the service further by adding:

• Video Remote Interpreting (VRI) – providing secure and instant access to professional video interpreters in 48 languages, including British Sign Language (BSL)
• Face to face interpreting
• Document translation services

Neal Ackcral, Hyde’s Chief Operating Officer, said:
“We made these changes following feedback from customers, who emphasised the importance of having services in place for people that require additional language support. Colleagues being able to quickly connect with an interpreter during live calls is a big step toward communicating in a more inclusive and accessible way to our customers.

“And, this is only the start. We intend to enable our customers to choose their language of choice and for our systems to then automatically transact and interact. We need to develop this further, but hope to provide this functionality in the near future.”

Our website also has a translation function. Simply click on the ‘Choose language’ button at the top left of each page.

Our improved LanguageLine service is part of our new policy on ‘Accessible and inclusive communication’