Purpose

This report records the Executive Director Homes and Communities decision to award a contract for Language and Translation Services (LTS).

The Council has a statutory duty to ensure that its services are accessible to all residents, including those who face language and communication barriers. The Language Services contract is a critical enabling service that supports equitable access across all departments. There remains an ongoing requirement for face-to-face (verbal and non-verbal, including British Sign Language) interpreting, telephone interpreting, translation and transcription services to ensure compliance with equality duties and effective service delivery.

Following a review of the existing service model, including service user feedback and benchmarking with other local authorities, the Council has decided to move to a multi-provider arrangement using a ranked (cascading) allocation model: one primary provider and two reserve providers, providing resilience and continuity where the primary provider cannot meet demand.

The new service was competed via the Crown Commercial Service (CCS) Language Services Framework (RM6302). The current contract with Language Line Solutions expired on 31 March 2026. To allow time for full mobilisation, formal agreement is in place to extend the current contract for up to a maximum period of 8 weeks via a waiver but on the existing terms and conditions on the Eastern Shires Purchasing Organisation (ESPO) Language Services Framework, with all costs and access to booking systems remaining in place to ensure service continuity. The new service will be deferred to commence 1 May 2026 (or sooner, depending if the contract extension is used up to the 8 week maximum) for a period of 48 months – outlined in recommendation 1.
 

Decision

(i)                 THAT the contract for language and translation services be awarded to three ranked providers (primary provider, first reserve, second reserve) for up to 48 months, for a total estimated value of up to £800,000 (£200,000 per year):

A)    Main Provider – D A Languages for a maximum period of up to 48 months;

B)    1st Additional Provider – Absolute Interpreting and Translations Limited for a maximum period of up to 48 months; and

C)    2nd Additional Provider – Language Line Limited for a period of 48 months (subject to meeting all Single-Sign On (SSO) capabilities by 31st December 2026).

(ii)                THAT it be noted that:

(a)  a short-term waiver has been agreed separately to enable the extension of the current contract for up to 8 weeks, for the current contract which expired on 31 March 2026, to support full service mobilisation

(b)  the inclusion of a specialist British Sign Language (BSL) interpreting service to provide flexibility and support to the wider language and translation service (as above – the new multi provider approach) will be undertaken through a separate competitive process with a total estimated contract value of £100,000 over 48 months via a separate award report..