Frequently asked questions

How do I determine which service I need?

Translation is written. If you have a document, leaflet, brochure, website, e-mail, letter form or any other kind of written text which you need to have converted from English into another language or from another language into English, then you need translation.

Face-to-face interpreting is required when a linguist has to be physically present and interpret (orally) the contents of a conversation between you and a third party (your client) from one language to another. This includes British Sign Language.

Telephone interpreting is the same as face-to-face interpreting except that it is conducted over the telephone as the interpreter is not in physically with you and your third party. This is ideal for urgent situations when you do not have the time to wait for face-to-face interpreter.

For other enquiries and services such as audio into text (transcription), text into audio (CD or cassette recording) – please contact us: interpreters@hounslow.gov.uk.

How do I book face to face interpreters?

All interpreters are freelancers and are used as and when needed. It is therefore advisable to make the booking as much in advance as possible, ideally 48 hours in advance. We may be able to send you an interpreter with only a few hours’ notice; however, that would limit our options in order to match your requirements, such as age, gender, etc.

Please make your request via our booking e-form. Please make sure you complete all the sections so that we can book the best possible interpreter for your session. We will aim to confirm your booking within 24hrs. We will also send you a booking confirmation providing the name of the interpreter and a booking reference number.

How do I book telephone interpreting?

Please make your telephone booking request via our booking e-form.

Our business adviser will call you at the agreed time, put you on hold, and then introduce you to the interpreter.

Once you have the interpreter on the telephone – you might want to:

introduce yourself to the interpreter
brief the interpreter on the issue
introduce your self and the interpreter to the client
if your client is on the phone to you, you will speak to the interpreter and pause for him/her to interpret

If your client is not present and needs to be contacted by telephone:

our business adviser will put you on hold, and dial the client who is the limited English speaker and connect you into a conference call (three way call)
our business adviser will then close the call and leave you to continue your conference call with the interpreter and your client

Please make your booking request via our booking e-form. Please make sure you complete all the sections so that we can book the best possible interpreter for your session. We will aim to confirm your booking within 24hrs. We will also send you a booking confirmation providing the name of the interpreter and a booking reference number.

How do I book translation services?

Please make your translation booking request via our booking e-form.

Please make sure you complete all the sections so that we can make the appropriate arrangements for your translation documents. Turnaround times will vary depending on the length of the documents and languages required. We therefore advise you to contact us as early as possible in order for us to meet your deadline. If you have an urgent document to be translated please ensure that you highlight this in your booking form. We will then, send you a booking confirmation.

How do I book BSL?

Like other language interpreters, all BSL interpreters are freelancers and are used as and when needed. It is crucial that you don’t leave your BSL interpreter bookings to the last minute. Please book as soon as you know you will need an interpreter in order for us to cater for your needs.

What other services do you provide?

We are happy to assist you in any translation and interpreting service you require. For other enquiries and services such as Braille, large print, audio into text (transcription), text into audio (CD or cassette recording) – please email us: interpreters@hounslow.gov.uk.

How quickly can you send an interpreter to my office?

Although it is advisable to give us as much notice as possible, for emergencies and last minute requirements, where possible, we will do our best to send you an interpreter within hours.

However, you are still strongly advised to book your translation and interpreting as soon as you are aware of your need rather than leaving it to the last minute.

How can I use a face to face interpreter effectively?

Before the session:

Before your session - it is advisable to determine if briefing the interpreter is necessary. This could be because you need to:

clarify cultural differences
explain specialised terminology which might prove difficult to translate into the second language
explain the course of the session as you have envisaged
give the interpreter an opportunity to raise any issues s/he might foresee occurring during the course of the session

You should make sure the seating positions enable smooth three-way communication. The interpreter should be sitting either between the speakers or in any other central position that would not hinder the audibility of the interpretation.

Once the client arrives, it is advisable that you introduce yourself both to the client and the interpreter.

Eye contact should be maintained with the client, rather than with the interpreter, and the whole interview should be conducted in direct first-person speech.

You or your client has the right to decide to discontinue the service of a particular interpreter in the subsequent sessions without stating any reason.

After the session:

At the end of the session, you will be asked to fill in the interpreter’s time-sheet. Please note that the start of the session will always be taken as the time when the booking was confirmed for, even if the actual start time of the session is delayed due to unforeseen circumstance unless the interpreter is directly responsible for the delay.

The interpreter will take the time-sheet away with them at the end of the session

Should an occasion arise when the interpreter does not attend the interpreting session, for any reason, this should be reported immediately to us on 0208 583 2299 or interpreters@hounslow.gov.uk. We will make necessary measures to ensure this is not repeated.

How can I use a telephone interpreter effectively?

Speak in first person at all times (eg say “How do you feel?” rather than “Ask her how she feels?”

Keep the amount to be interpreted short, with one idea per sentence

Include a pause after each sentence, so that the participants do not talk over each other or cut each other off

Choose your words carefully and use an appropriate tone of voice

If you are in the same room as the client sit facing them. Be aware of your body language and use plenty of non-verbal reassurance; smiles and other gestures

If the consultation is going to be a long one (we recommend no more than an hour), make sure you give the interpreter a few minutes break on the half-hour

Which languages can you translate and interpret from and into?

With over 15 years experience of providing translation and interpreting services across west London we have developed a good understanding of our diverse community and their language needs. We have therefore tiered our languages in categories from the most common to the rarest of dialects.

Please contact us for more information and a list of languages.

How can I cancel a service I previously booked?

You can cancel your booking request via email or by telephone

020 8583 2299 quoting your reference number and any other details relating to your booking.

Please make sure you give us as much notice to avoid cancellation charges. For BSL interpreting, you need to give us at least 7 days notice to incur minimum cancellation fees.

How will I be invoiced and who will the invoices be paid by?

Once your assignment has been completed we will raise an invoice and send it to the billing address you provided in the booking form.

If you are a London Borough of Hounslow client, assignments will be billed once a month to the cost centre provided in your booking form request.