Welsh language scheme
This scheme sets out how the Commission will provide services to the public in Welsh.
Foreword
I am pleased to publish an updated version of the Charity Commission’s Welsh Language Scheme. A great deal has changed within the Commission since the last version of our Scheme was approved. This Scheme reflects these changes, from our move to more accessible guidance design through to the introduction of our bilingual trustee portal, My Charity Commission Account.
This Scheme continues to reflect our support for the Welsh language and our commitment to providing a first-rate service for our Welsh-speaking customers. It clearly documents how we will actively promote and facilitate the use of Welsh, where possible, to ensure a positive user-experience for customers and colleagues alike.
We will monitor our compliance with this Scheme and will ensure our Welsh-language offer is continuously evolving through the implementation of our action plan.
Dame Helen Stephenson, Chief Executive Officer
I am delighted the Commission has taken steps to review and update its approach to the use of Welsh language. The Welsh language is an integral part of Welsh culture and identity and as the charity regulator for England and Wales, we have a duty to promote and facilitate the use of Welsh where we can. We know that for many Welsh speakers, being able to access the Commission’s services in Welsh will make a positive difference to their overall customer experience and I am pleased this scheme commits the organisation to such a high standard.
Pippa Britton OBE, Wales Board Member
Introduction
Welsh Language Act 1993
The Welsh Language Act 1993 gives equal status to the Welsh and English languages within Wales. Under the Act, some public bodies are required to prepare a Welsh language scheme, including the Charity Commission for England and Wales (the Commission).
Purpose of this scheme
This scheme sets out how the Commission will provide services to the public in Welsh. It has been prepared in accordance with section 21(3) of the Welsh Language Act 1993, and it was approved by the Welsh Language Commissioner on 28/05/2024. It builds on our previous scheme which was approved by the former Welsh Language Board in 2010.
The Commission has adopted the principle that in the conduct of our public business in Wales, we will treat the Welsh and English languages on a basis of equality. This scheme sets out how the Commission will give effect to that principle when providing services to the public in Wales, while adopting a proportional and practical approach.
Scope of this scheme
In the context of this scheme, the term public, means individuals, legal persons and corporate bodies. It includes the public as a whole, or a section of the public, as well as individual members of the public. The term includes voluntary organisations, charities as well as public bodies, such as health boards. Directors and others representing limited companies are also within the meaning of the term ‘public’. It does not, however, include persons who are acting in a capacity which is representative of the Crown, Government or State. Consequently, persons who fulfil official functions of a public nature, even though they are legal persons, do not come within the meaning of the word ‘public’ when they are fulfilling those official functions.
You can read more in Welsh Language Schemes: their preparation and approval in accordance with the Welsh Language Act 1993
This scheme will be reviewed within four years to ensure it accurately reflects the services provided by the Commission. We will not amend this scheme without prior consent from the Welsh Language Commissioner.
About the Charity Commission
About us
The Charity Commission is the independent, non-ministerial government department that registers and regulates charities in England and Wales. Our purpose is to ensure charity can thrive and inspire trust so that people can improve lives and strengthen society.
We work across four sites, in Liverpool, London, Newport and Taunton.
Our responsibilities
We are responsible for:
- registering eligible organisations in England and Wales which are established for only charitable purposes
- taking enforcement action when there is malpractice or misconduct
- ensuring charities meet their legal requirements, including providing information on their activities each year
- making appropriate information about each registered charity widely available to the public
- providing guidance to help charities run as effectively as possible
- providing online services for charities
Our values
We are an expert Charity Commission that is fair, balanced and independent.
We are fair:
- we ensure there is consistency in how we treat people – acting in a way that is free from bias
- we make sure our processes and guidance are clear, rigorous and meet professional standards
- we take the time to explain what we are doing, why we are doing it and what our role is
We are balanced:
- we investigate concerns, hold charities to account to basic standards and deal robustly with intentional wrongdoers
- we support trustees and others to run their charities well
- we understand that the best laid plans can go awry and help charities to correct those mistakes when they happen
We are independent:
- we act impartially, making decisions based on evidence
- we listen to all concerns with the respect they deserve – but we are beholden to no-one in applying the law
- we act without fear or favour from any other entity – whether that’s Government, the sector or the public
Our commitment to our customers
The Commission is committed to providing a high-quality user experience for all who access our services, including our Welsh-speaking customers.
Our commitment to equality, diversity and inclusion
The Commission is committed to creating an inclusive culture that values diversity in how we treat each other and interact with those we engage and regulate. This scheme outlines how we will ensure the rights of Welsh speakers to exercise a language choice when accessing our services, where possible. We will also protect and promote the rights of our staff to use Welsh in the workplace.
Our corporate identity
The Commission is committed to promoting a bilingual corporate identity in Wales. Our name, contact details, logo and other standard information will appear in Welsh and English on all material which displays our corporate identity in Wales.
You can read more about the Charity Commission in our latest annual report.
About the charity sector in Wales
The charity sector in Wales is a diverse mix of organisations, with a broad range of charitable purposes, such as education and training, conservation and amateur sport.
There are 169,000 charities in England and Wales of which 8,000 are registered in Wales. There are over 700,000 trustees in England and Wales and over 40,000 individual trustees in Wales. The majority of charities in Wales are small or micro organisations, which have an income under £10,000. Charities in Wales have a combined income of over £3.6bn, with most of this income generated from charitable trading. 46% of charities in Wales operate solely in Wales, 51% work across the UK and 3% of Wales based charities operate internationally.
Service planning and delivery
Policies
Our policies will be consistent with this scheme. When we develop new or update existing policies we will consider effects on opportunities for people, including our staff, to use the Welsh language.
Services
Our services provided in Welsh and English will be of equal quality and, wherever possible, will be delivered within the same timescale. We will use a professional translation service for the majority of our content that requires translation from English to Welsh. Short, ad-hoc content that requires translation will usually be undertaken by Welsh-speaking members of staff.
Producing/updating IT systems
When we develop new or update existing systems, we will consider potential effects on the Welsh language from the outset, utilising the Welsh Language Commissioner’s guidance on Technology, Websites and Software.
Delivering services to the public
Language choice
The public in Wales can choose to engage directly with the Commission in either Welsh or English.
Written correspondence – emails and hard copy letters
- we will continue to welcome correspondence from the public in Welsh or English
- our standard letter template will contain the Commission’s English and Welsh logos
- replies to any correspondence received in Welsh will be issued in Welsh
- when we initiate correspondence with a member of the public in Wales and are unaware of their language preference, we will write to them bilingually, with the Welsh text appearing first
- any subsequent correspondence will be issued in accordance with their language preference. We will determine this by using the language they choose to correspond with us in
- our target time for responding will be the same for both Welsh and English correspondence
Telephone communications
- customers can choose to contact us in Welsh or English
- our automated telephone system asks customers to select their language preference
- If a customer chooses Welsh, their call will be answered by a Welsh speaking member of staff
- if no Welsh speakers are available, the customer will be asked to leave a message and a Welsh speaker will call them back as soon as possible
- our Welsh speakers are fully trained to deal with a range of queries. However, if a customer is subsequently asked to write in, they can submit their enquiry in Welsh and will receive a response in Welsh
Public meetings and events in Wales
- when we organise a public event in Wales, such as our Annual Public Meeting, we will advertise the event bilingually
- if we invite a guest speaker to a Commission organised event in Wales, we will ask if their preference is to participate in Welsh or English. If their language preference is Welsh, we will arrange for a simultaneous translation service from Welsh to English
- we will ask those planning to attend the event if their preference is to participate in Welsh or English
- our approach to providing simultaneous translation will vary according to the nature, size and location of any public meeting held in Wales
- we will inform people attending events organised by the Commission if simultaneous translation services are available, to encourage contributions in Welsh
- any Commission designed hard copy material, displayed at such an event, will be bilingual
Private meetings with the public in Wales
When we organise a meeting with members of the public in Wales, we will ask if they wish to contribute to the meeting in Welsh or English. If their language preference is Welsh, we will make every effort to have a Welsh-speaking member of staff at the meeting. On occasions where this isn’t possible, because of the technical nature of the issue or the availability of Welsh-speaking staff, the individual will be invited to correspond in Welsh in writing or to discuss the matter in English.
Applications for charity registration
Registering eligible organisations in England and Wales, established for charitable purposes, is one of the Commission’s statutory duties. The online registration application is available in Welsh and English. Applications received in Welsh will be treated no less favourably than those submitted in English.
At the point of registration, the applicant can select their language preference. Their language of choice will be recorded and all future registration correspondence with the charity contact will reflect this, including automated emails.
The online charity register is available in Welsh and English. Users can switch between languages using the language toggle.
My Charity Commission Account
Users of My Charity Commission Account can navigate through the system in their language of choice, using the language toggle. When a user selects a language, they will be shown this language for the rest of their journey, unless they decide to switch languages. Where available, linked resources such as forms and guidance, will correspond with the user’s selected language.
Our public face
Campaigns
Campaigns aimed at audiences in England and Wales will be conducted in English only. We will conduct any promotional campaign, aimed specifically at a Wales based audience, bilingually. Any material that supports such a campaign will be produced bilingually.
Exhibitions or stands
In Wales, all materials will be bilingual or displayed as separate Welsh and English versions. Both languages will be given equal prominence. Where possible, Welsh-speaking staff will be present. Welsh speaking staff, or staff learning Welsh, will be encouraged to wear an ‘Iaith Gwaith’ badge or lanyard.
Our website, digital content and publications
The Commission is committed to improving the public’s user-experience and journey through our website. We will aim to increase the number of pages available in Welsh over time, in accordance with our objective scoring system, and on pages within our control. When a page is available in Welsh, we will use a language toggle to enable the user to switch between Welsh and English. When a webpage links to another site or webpage available in Welsh, the user will be directed to the site’s Welsh pages.
Charity Commission alerts, decisions, reports, statements and other similar content will be in English only, unless related specifically to Wales, such as an inquiry report into a Wales-based charity.
We will use our internal scoring system to objectively decide when material should be translated into Welsh. Materials may be published bilingually (Welsh and English together) or as separate Welsh and English versions. If published separately, both versions will be in the same format, produced to the same standard and equally accessible.
Guidance
We will continue to publish our entry level guidance on core topics, which are applicable to all charities, in Welsh. The translation of other guidance will be informed by our internal scoring system.
Research
When undertaking public research across England and Wales, where possible, we will ensure all aspects of communication are in the person’s language of choice. Our sampling methodology and data may preclude this on occasion. When undertaking Wales-only public research, we will do so bilingually. This standard of service will apply to public research undertaken directly by the Commission and by any appointed sub-contractor.
Press releases
Press releases will usually be in English only, unless related specifically to Wales, such as an inquiry into a Wales-based charity or a visit or event in Wales.
Social media
When we receive a social media message in Welsh, we will respond in Welsh, if a response is appropriate.
Content of specific interest to a Welsh audience, such as a charity visit or event in Wales, will be in Welsh and English.
Recruitment, staffing, learning and development
We will endeavour to recruit and retain sufficient numbers of Welsh speakers, to enable us to provide a high-quality user experience, for our Welsh-speaking customers.
We welcome applications from Welsh-speakers for any job advertised.
We will determine if a job is Welsh language essential on a case-by-case basis.
If the ability to speak Welsh is essential, this will be clearly stated in the job advertisement, with the reasoning clarified in the wider application pack.
Where our Newport office is listed as a location option, all job advertisements, descriptions and application packs, will be advertised in Welsh and English on the Civil Service Jobs site.
The interview process will reflect the language needs specified in the requirements of the job. If the job is advertised as Welsh-essential, the interview process will be structured accordingly to assess linguistic competence.
We will encourage and support our Welsh-speakers and Welsh-learners to use and practise Welsh, utilising opportunities such as the Civil Service Welsh Language network.
Services delivered by others on behalf of the Commission
Where we contract with other people to provide services to the public in Wales, we will require them to comply with this scheme. A copy of the scheme will be supplied to service providers where applicable.
Implementing, communicating and monitoring the scheme
To improve awareness and understanding of this scheme within the Commission, we will:
- publish this scheme on our website
- incorporate information about the scheme within our corporate induction programme
- create, and host on our intranet, a list of useful words and phrases to encourage non-Welsh speakers to use Welsh in the workplace
- organise refresher sessions on the scheme and our responsibilities, where needed
- actively promote and celebrate the Welsh language on days such as St David’s Day
Staff who speak or who are learning Welsh will be encouraged to wear the ‘Iaith Gwaith’ badge or lanyard when attending public events. Staff can also choose to use the ‘Iaith Gwaith’ logo in their email signature.
We will monitor our progress against the actions in the associated action plan and report our progress to the Welsh Language Commissioner, annually. We will also report the number and scope of any complaints received.
We will review this scheme within four years of approval. No amendments to the scheme will be made without the prior consent of the Welsh Language Commissioner.
Enquiries and complaints
The Commission is continuously taking steps to improve the way we regulate and engage the public. Suggestions on how we could usefully improve our services for the Welsh-speaking public are welcome. Any suggestions should be submitted using our online enquiry form, or call us on 0300 066 9197.
The Commission takes complaints about our standards of service seriously. Complaints regarding our Welsh-language service or alleged failure to implement this scheme should be made using our complaints form. If you have difficulty using our online complaints form, please call us on 0300 066 9197. If you wish to complain about our conduct or standard of service, you must do so within three months. Please read our policy which explains our complaints handling process fully.