We’re committed to clear, accessible communication. Here’s how we use plain English, accessible formatting, and the right channel to make information easier to understand and act on.
Why accessible communication matters
When someone is dealing with a difficult situation, or finds it harder to access information, the way we communicate can make a real difference. That’s why we put extra care into making our messages easy to understand, accessible to more people, and clear about what happens next.
Plain English: a key part of accessible communication
• We keep it simple.
We use clear, everyday language.
• We avoid jargon (or explain it).
If we need to use a technical term, we’ll explain what it means.
• We’re mindful of how messages might land.
Where information could cause worry or confusion, we aim to offer support and reassure you where we can.
• We make the ‘next step’ obvious.
We spell out what you need to do (if anything), by when, and how to get help.
• We offer choices.
If a different format or channel would help, we’ll do our best to provide it.
Accessible formats and readability
• Readable font sizes.
We consider font size carefully, especially for longer documents and content on our website.
• A clear layout.
We use headings, short paragraphs and bullet points so information is easier to scan.
• Accessible digital content.
For emails and online content, we aim for good colour contrast, clear subject lines and mobile-friendly formatting. We aim for a completely accessible website that make it easy for screen-readers to translate.
Digital communications, with alternative formats available on request
We try to reduce printing where it makes sense, so our marketing and general updates are sent digitally (for example by email or online). At the same time, we know digital doesn’t work for everyone, and we don’t want that to be a barrier.
• Different formats are available on request.
If you need a paper copy, large print, or another format, you can simply request it.
• We use post for key documents where appropriate.
Reports and other important documents are often sent by post and we are also able to send these digitally.
• We can talk it through.
If a document is difficult to read or understand, we can explain it over the phone or in another suitable way.
Supporting vulnerable clients: tailoring communications when someone needs extra help
Vulnerability can be temporary or long term, and it can affect how someone receives information or makes decisions. If we’re aware that a client needs extra support, we adapt the way we communicate so it’s clearer and more manageable.
• We take account of communication preferences (for example, post vs email, large print, or allowing extra time to respond).
• Where appropriate, we record agreed communication preferences or reasonable adjustments, in line with GDPR laws.
• We avoid assumptions and ask what would help someone understand and respond.
• When relevant, we can signpost to additional support (for example, a trusted third party or advocacy), with the client’s consent.
Reviewing and improving our accessible communications
• We sense-check important client communications for clarity, tone and plain English.
• We double-check that any necessary terms are explained, and that the message clearly sets out what happens next.
• We use feedback (and common questions we receive) to improve future communications and accessibility.
Need this in a different format?
If you’d like this information in a different format (for example, large print or a paper copy), you can simply request it and we’ll do our best to help. If you’d prefer, we can also talk it through with you. Please get in touch using your usual contact details, or via 01733 355 120 / enquiries@hensoncrisp.com
Our goal is simple: accessible communication that helps people feel informed, supported and able to take the next step.
