St Catherine’s Walk is proud to be part of Carmarthen and part of Wales.

As such we fully acknowledge the key part that the Welsh language plays within the culture of the community and we have  will make every effort to use Welsh throughout engagement with our visitors.

This policy sets out how the Shopping Centre will use the Welsh language. All our stores, restaurants and leisure operators will be made aware of the importance of the Welsh language but it is their responsibility to define their own policy and we are not responsible for their own approach.

We may not always get things right the first time but we are certainly committed to getting the right solutions in place as we move forward. If we get things wrong, let us know – only then can we build the best framework for using both English and Welsh in parallel.

1. Written Correspondence
The Shopping Centre welcomes correspondence in Welsh. Correspondence (including e-mails) received in Welsh will receive a prompt, signed reply in that language. The target time for replying to correspondence in Welsh will be the same as for English language correspondence.
It may however not be practicable to provide translations of technical or specialist enclosures. [Target for reply within 10 working days] Written correspondence arising from face to face or telephone communication in Welsh will be in Welsh. [Target for reply to correspondence within 5 working days]
Where an individual / organisation has expressed a preference to receive letters in Welsh, correspondence will be in the Welsh language.

2. Dealing with Welsh Speaking Public
The Shopping Centre will normally interact with the public through the medium of English. A Welsh speaking advisor will be available should a request for a Welsh speaking contact arise.

3. Telephone Correspondence
The Shopping Centre welcomes telephone enquiries in Welsh. Training will be provided to enable non-Welsh speaking operators to deal courteously and confidently with initial requests for a Welsh service.
In the event of no Welsh speaker being available, callers will be offered the option of a Welsh speaker telephoning them back, or continuing the call in English.
If it is deemed that there is no Welsh speaking member of staff competent to respond to a particular enquiry, details of the enquiry will be noted or the caller will be asked to submit a written request so that the Shopping Centre can respond in writing in Welsh, the caller will also be offered the option of continuing the call in English.

4. Corporate Identity
The Shopping Centres name, with its corporate identity will be in English and Welsh on letterheads, vehicles, buildings, signs, and other forms of public display within Wales.

5. Printed Marketing Materials
The Shopping Centre issues a wide variety of publications, whenever possible these publications will be bilingual. English versions will be favoured where a document is also distributed outside of Wales, or to a predominately English speaking audience. Where necessary a Welsh version will be available upon request as a word processed document.
Some publications may be produced in both English and Welsh, in this case each version will carry a statement indicating that the publication is available in the other language and both versions will be displayed together.
For bilingual publications both languages will be treated equally in terms of format, size, quality and legibility.
For documents which are directed at particular sections or groups of readers, the decision on whether the publication is bilingual or in one language will be determined by the nature of the material, the frequency and cost of publication, the target audience and the extent to which it includes Welsh speakers.

6. Press Notices
Press notices issued to the media in Wales will be produced in the language used by that media. When dealing with Welsh media the Shopping Centre will name a Welsh speaking contact.

7. Promotional Materials; i.e. Advertising Campaigns, Exhibitions and Direct Marketing Campaigns
Campaigns will be bilingual when that is appropriate to the material and/or the target audience. Marketing materials used in campaigns, or exhibitions directed at audiences in Wales will whenever possible include bilingual content or offer separate Welsh and English text versions.

8. Website & Internet Presence
St Catherine’s Website be in both languages though we may publish Welsh translations slightly later than the English and certain retailer driven content and links will be in English. Key public information and visitor information will be available in Welsh on a link from this site.

9. Wayfinding & Signage

All permanent signage and way-finding, both external and in-centre, provided by St Catherine’s Walk will be bi-lingual or icon led. Temporary signage and hoardings will be bilingual when that is appropriate to the message and target audience.

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The St Catherine’s Walk is committed to developing and increasing the bilingual provision in its communication methods. This policy will be reviewed annually in conjunction with Welsh Language advisory organisations and any amendments made will reflect the views of our key stakeholders, in particular taking into account any comments or feedback received by the general public.

Further enquiries relating to the St Catherine’s Walk Welsh Policy should be made in writing to:

Mike Pugh
Centre Manager, St Catherine’s Walk