Banner

Equality & Diversity in Service Delivery

We are committed to ensuring we provide equality of opportunity in employment and in the delivery of services.

We aim to ensure that everybody working for Anglian or being served by Anglian receives fair treatment.

We recognise the breadth of diversity including the following protected characteristics: race, sex, gender reassignment, disability, sexual orientation, religion or belief, age, marital and civil partnership status, pregnancy and maternity.

We are committed to the ongoing review of our policies, procedures and practices with the ultimate aim of our workforce matching the diversity of the communities within which we operate.

We will also work together with our clients and other stakeholders to design and deliver services which help meet the varying needs of residents.

Equality in service delivery policy

As a leading service provider in the housing refurbishment market, Anglian Building Products aims to please all customers irrespective of their diversity.

  • Comply with legal and other requirements
  • Promote an equal and diverse culture throughout both the organisation and supply chain
  • Ensure that all new employees receive ongoing equality and diversity training
  • Include equality and diversity issues within supply chain evaluation and management processes
  • Work with client and stakeholder groups to identify specific resident needs
  • Propose solutions to suit special need requirements
  • Seek to serve all clients, residents and other relevant stakeholders equally and fairly, and ensure that all its policies and procedures do not discriminate unlawfully against any individual or group of people
  • Use Plain English principles in all resident correspondence, avoiding technical jargon
  • Provide alternative communication solutions if and when required
Equality and Diversity

Language Line Solutions

Effective resident communication is an essential part of the customer experience. We have been registered with Language Line Solutions for over a decade, this service gives us access to a suite of translation resources ensuring our communications satisfy the varying customer needs across all sectors of the community.

Founded in 1990, Language Line’s goal was to ensure quality customer care in any language. Their mission is to improve quality of life for non-English speakers. It can be used by all members of our Project Team, i.e. Resident Liaison Officers, Surveyors, Supervisors, Installers to overcome language barriers encountered.

Language Line has two specific areas of expertise Telephone Interpreting and Document Translation.

The telephone interpreting service operates every minute of the day and offers over 150 languages.

How telephone interpreting works?

The first stage is to identify which language the Resident understands, this is achieved by using a language ID card. The Resident is asked to point to the language they understand after which we phone Language Line and explain to the interpreter our message and the Resident’s language. The phone is then passed between the Anglian representative and the Resident until the communication process is finished.

Religion, Belief and Faith

We operate within an increasing multi-cultural community, where our customers and workforce consist of a diverse range of religious and cultural backgrounds. We have developed an in-house training guide which helps us understand more about the beliefs of the different communities within which we work, which enables us to provide a more tailored service for our customers.

We are committed to providing equal access to services for all; developing our understanding and appreciation of the various minority cultures and faith communities. This handbook demonstrates our commitment to our customers and the importance of understanding their individual beliefs and needs.

Click the image to view a copy of our guide.

Interfaith Calendar

We recognise the importance of respecting the beliefs of both our customers and employees. We will always aim to schedule works outside of the dates of events and festivals.

The Interfaith Calendar is an important resource within our Resident Liaison toolkit.

To view it, click here.