Equality & Diversity in Service Delivery

Our commitment

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 AEG Construction or being served by us receives fair treatment.

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.

Protected characteristics

We recognise the breadth of diversity including the following protected characteristics:

Equality in service delivery policy

As a leading service provider in the housing market, AEG Construction aims to please all customers irrespective of their diversity. AEG Construction will:

• 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, ensuring policies and procedures do not discriminate unlawfully against any individual or group.
• Use Plain English principles in all resident correspondence, avoiding technical jargon.
• Provide alternative communication solutions if and when required.

Translation services

Effective resident communication is an essential part of the customer experience. We use Languages Hub Ltd for translation services for our non-English speaking customers.

This service gives us access to professional translation support, helping us communicate clearly with residents and customers where English may not be their first language.

Languages Hub Ltd helps support inclusive communication for non-English speakers. It can be used by members of our Project Team, including Resident Liaison Officers, Surveyors, Supervisors and Installers, to help overcome language barriers where required.

How telephone interpreting works

1. Identify which language the Resident understands using a language ID card, where required.
2. Contact Languages Hub Ltd and explain our message and the Resident’s language requirement.
3. Support the communication process between the AEG Construction representative and the Resident until the message is clearly understood.

Religion, belief & 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, enabling 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.