Welsh Language
Scheme
[LHB name] Local Health Board
Prepared in accordance with the
Welsh Language Act 1993
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1.
STATEMENT
This Scheme received the Welsh Language Board’s full approval under
Section 14 (1) of the Act on [date of scheme approval].
[LHB name] (LHB) has adopted the principle that in the conduct of public
business it will treat the English and Welsh languages on a basis of equality.
This Scheme sets out how the LHB implement that principle when providing
services to the public in [LHB area] from the LHB itself and others.
The LHB recognises that members of the public can express their views and
needs better in their preferred language, and that enabling them to use their
preferred language is a matter of good practice rather than a concession, and
that denial of that right could place members of the public at a real
disadvantage. The LHB will therefore offer the public the right to choose
which language to use in dealings with it, and will apply this principal to its
expectations of the bodies with whom it deals.
The LHB aim is:
 to enable everyone who receives or uses the LHB’s services to do so
through the medium of Welsh or English, according to personal choice;

2.
to encourage others to use and promote the Welsh language in the health
sector.
INTRODUCTION TO [name of LHB]
The [name of LHB] was established on 1 April 2003, following the abolition
of the –[name of preceding Health Authority].
The LHB is a key player in working with local authorities and leaders in local
health communities to assess needs, plan and commission high quality health
and care services for the local population.
The LHB’s prime role will be commissioning primary and secondary health
care. The Board will have a commissioning and providing role.
Other functions may include:
securing secondary services for the population through longterm agreements with NHS Trusts and other providers;
providing leadership to local health communities;
taking the lead role in tackling the improvement of health in the
population;
heading the development of health and well-being and the joint
planning processes with the Unitary Authority.
A wide range of services are bought on behalf of the people of [name of LHB
area] through contracts with providers including:
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medical and surgical care in general hospitals
community services and hospitals
ambulance: emergency service and hospital transport
practitioners: GPs, dentists, pharmacists and opticians
The Local Health Board is required to:
*
*
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protect and promote public health
enhance quality and choice
support GPs and other professional contractors
The task involves working in partnership with other public bodies in [name of
LHB area], especially:
*
*
*
the relevant unitary county councils
the relevant community health councils
the relevant main providers (NHS Trusts)
[Please expand accordingly here]
According to the 2001 census, [figure]% of the residents of [name of LHB
area] spoke Welsh and the level of bilingualism varies according to unitary
council area and age group.
The LHB is committed to the principle that the English and Welsh languages
should be treated on the basis of equality and that this will be reflected in the
way it carries out its duties. It also acknowledges that it is important that
patients and their families are able to communicate freely with those who offer
treatment and care. In this context it will give careful consideration to the
Welsh Language Schemes of the health care providers and take a leading role
in promoting and enabling the use of the Welsh language in health care across
its functions.
3.
SERVICE PLANNING AND DELIVERY
3.1
On [date LHB set up] the [name of LHB] inherited the Welsh Language
Scheme of its predecessor.
The LHB is eager to adopt a progressive Language Scheme which will:
-
reflect strong support for the Welsh language
outline clear operational arrangements
ensure constant progress in service through the medium of Welsh
within the health sector in its area
in the wider context of providing first class health care for the people of [name
of LHB area]. The LHB’s staff will promote the Welsh Language Scheme and
receive support and encouragement to develop their role through the medium
of Welsh.
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[Business Services Centres (BSC) – We ask you to include a paragraph
outlining the role of the BSC, the contact with the LHB, and the way in which
the Centre will operate in accordance with the principles of equality outlined
in the Language Scheme]
3.2
New policies and initiatives
The LHB will:

assess the linguistic effect of each new policy and initiative and ensure that
these are in agreement with the Welsh Language Scheme

ensure that new policies and initiatives will facilitate and promote the use
of Welsh wherever possible, and will move closer to implementing the
principle of equality fully at every opportunity
 ensure that no new policy or initiative undermines the LHB’s Welsh
Language Scheme or the Language Schemes of other Providers
 consult with the Welsh Language Board in advance regarding proposals
that will affect the Scheme, or the Scheme of any other public body. The
Scheme will not be altered without the Board’s agreement
 ensure that those involved in formulating policy will be aware of the
requirements of the Welsh Language Act 1993 and the Welsh Language
Scheme

ensure that the Welsh Language Scheme measures are implemented when
introducing new policies and initiatives

publishing and distributing internal guidelines describing the arrangements
made to implement these measures.
Timetable:
3.3
Delivery of services
Services provided by us
We will adopt the following options:
ensure that Welsh speaking staff are available to provide services in
Welsh;
adopt procedures or systems which facilitate service provision in
Welsh;
use professional translators.
Use of Welsh in services provided on our behalf
-
we will ensure that those organisations providing services on our
behalf follow the relevant elements in the Scheme.
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3.4
Standard of service in Welsh
The LHB will:
3.4.1
ensure the same standard of service in English as in Welsh
3.4.2
declare the principle of equality of standard in key policy documents
3.4.3
set and review standards for providing services and dealing with the
public through the medium of Welsh
3.4.4
ensure consistency of standards in its services in [LHB area]
3.5
Services by others
The LHB will ensure that the linguistic dimension is considered and catered
for in the following areas of its services:
3.5.1 Primary and community health care
 in care standards
 in improvement programmes
 in new practice models
 in workforce development
3.5.2
Secondary Care Service agreements
 in service quality objectives
 in equality of access objectives
 in cross boundary matters e.g. speech therapy
3.6
Regulating/exercising statutory functions
The LHB will:
3.6.1 in its strategic role of promoting, purchasing and regulating health services
encourage other organisations to deliver health care service bilingually to the
people of [LHB area]
3.6.2 include appropriate measures with regard to the use of Welsh in their contracts
with Trusts and others who provide health care to the population of [LHB
area]
3.6.3 encourage and support Welsh language provision in the health sector including
the Trusts’ Welsh Language Schemes
3.6.4 provide a written procedure for staff for dealing with agencies, contractors and
providers, specifying the requirements as to the use of the Welsh language in
all its business arrangements.
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3.7
Partnerships
3.7.1 The LHB works in partnership with public bodies, [organisations from the
voluntary sector and other agencies]. The LHB works on many levels when
working with others:

When the LHB is the strategic and financial leader within a
partnership, it will ensure that the public service provision is compliant
with the Welsh Language Scheme. E.g.

When the LHB joins a partnership in which an other body is leading,
the LHB input to the partnership will comply with the Welsh Language
Scheme and the LHB will encourage other parties to comply. Eg.

When the LHB is a partner in a consortium, it will encourage the
consortium to adopt a bilingual policy. When acting publicly in the
name of the consortium, the LHB will act in accordance with its Welsh
Language Scheme. Eg.

When the LHB joins or forms a partnership, it will ask prospective
partners about their Welsh Language Schemes, Language policies or
the means by which they will operate bilingually. Within any
partnership, the LHB will offer advice and support to the other partner
organisations.
4.
DEALING WITH THE PUBLIC WHO SPEAK WELSH
4.1
Written Communication
4.1.1 The LHB will welcome letters in both English and Welsh:
4.1.2 The time targets will be the same when replying to Welsh letters as for
replying to English letters. Correspondence through the medium of Welsh will
not in itself lead to any delay.
4.1.3 Every letter received in Welsh will receive a signed response in Welsh.
4.1.4 All correspondence following a face to face interview, meeting or telephone
call where Welsh was established as the language choice of the person, will be
in Welsh, even though the discussion may not have been held in Welsh.
4.1.5 All correspondence initiated with a member of the public will be in their
language choice where it is known. If it is not known, the LHB’s initial
correspondence will be bilingual.
4.1.6 All circulars, standard letters and other general correspondence sent by the
LHB to the public, where the language choice is not known, will be bilingual.
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4.1.7 The LHB will make arrangements to translate correspondence as required in
order to respond promptly to letters in their original language, and the staff
will be provided with detailed guidelines.
4.1.8 The LHB’s official headed paper will include a statement in both languages
making it clear that correspondence is welcome in either Welsh or English.
4.1.9 The LHB will arrange a list of names of those who wish to receive
correspondence through the medium of Welsh.
Timetable:
4.2
Electronic Mail
When we receive correspondence via e-mail the same principles will apply as
with written correspondence.
4.3
Telephone calls
4.3.1 The LHB will welcome telephone calls in both English and Welsh.
4.3.2 The switchboard greeting will always be bilingual:
i)
If the caller wishes to continue the conversation through the medium of
Welsh and the receptionist/telephonist is unable to do so, the call will
be transferred to a bilingual person who can deal with the call.
ii)
If this is not possible, the caller will be given the choice of a bilingual
person returning the call as soon as possible, or writing to the LHB in
Welsh, or continuing the call in English .
Timetable:
4.3.3 If a call is made directly to a particular department, it will be necessary to
establish the language choice of the caller:
i)
The aim will be to ensure that a bilingual person is available to deal
with the call.
ii)
If a suitable person is not available in the department, arrangements
will be made for a Welsh speaker to return the call, or the caller will be
given the choice of writing to the department in Welsh, or continuing
the conversation in English.
Either (a) or (b)
(a)
4.3.4 If a call has to be returned, it should not take longer than it would to return a
call through the medium of English.
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(b)
4.3.4 If a call has to be returned, it will be made within [note time].
4.3.5 The messages and greetings on any of the LHB’s answerphones will be
bilingual
Optional
4.3.6 Priority will be given to the recruitment of bilingual staff to the posts of
receptionists/telephonists
Timetable:
4.3.7 The LHB will publish guidelines on dealing with telephone calls, and ensure
that all members of staff are aware of the protocol when calls are received
from Welsh speakers.
Timetable:
4.3.8
A data base of staff who are available to deal with Welsh calls will be
established and this list will be available at the switchboard.
Timetable:
4.4
Public Meetings organised by or on behalf of the LHB
4.4.1 Contributions are welcomed in either Welsh or English at public meetings
held by the LHB. This will be stated clearly in the notices that inform or
publicise the meeting.
4.4.2 All publicity for public meetings will be bilingual, and will invite those
attending to notify the LHB of their language choice. This will be done well in
advance so that appropriate translation arrangements can be made for non
Welsh-speakers.
Either (a), (b) or (c) alone, or any combination out of the three
(a)
4.4.3 If it is evident at the beginning of a meeting that all those present speak Welsh,
the meeting will be held in Welsh.
4.4.3
(b)
Translation facilities will be available as standard in order to hold bilingual
public meetings.
(c)
4.4.3 When the LHB is aware that a member of the public wishes to speak Welsh in
a public meeting that would otherwise be conducted in English, this should be
respected by providing appropriate translation arrangements.
Either (a) or (b)
(a)
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4.4.4 The LHB will ensure that an officer/officers will be present at each meeting to
answer any questions put forward in Welsh.
(b)
4.4.4 Every effort will be made to ensure that an officer is present at each meeting
to answer any questions asked in Welsh.
4.4.5 In any public meetings where Welsh language is used, any written materials
such as leaflets or acetates or Powerpoint presentations used will be bilingual.
Timetable:
4.5
Other Meetings
Either (a) or (b) or (c)
(a)
4.5.1 The LHB will welcome meetings with the public in Welsh or English, and will
ensure that appropriate arrangements are made to enable any member of the
public to discuss matters in Welsh should they wish to do so.
i) If it is evident at the beginning of a meeting that all those present speak
Welsh, the meeting will be held in Welsh.
ii) Translation facilities will be available as standard in order to hold bilingual
meetings when necessary.
(b)
4.5.1 Very few Welsh speakers work for the LHB, and though every effort will be
made to get hold of a Welsh speaker to deal with members of the public who
wish to speak Welsh, the availability of a Welsh speaking member of staff
may prove difficult. However, should this be the case, the LHB will offer the
opportunity to discuss the matter in English or send in their query in written
form in Welsh.
(c)
4.5.1 The LHB cannot, at the moment, provide face to face meetings with the public
in Welsh. However, when a member of the public contacts the LHB wishing
to speak Welsh, the officer will politely explain the situation and offer the
individual the opportunity to discuss the matter in English or send in their
query in written form in Welsh.
Either (a) or (b)
(a)
4.5.2 Bilingual arrangements will be made at every press conference.
(b)
4.5.2 The LHB will ensure that a bilingual press release is available in all press
conferences.
Timetable:
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5.
THE LHB’S PUBLIC FACE
5.1
Corporate identity
The corporate identity of the LHB will be fully bilingual.
5.1.1 The name of the LHB is “Bwrdd Iechyd Lleol [name] Local Health Board”.
Either (a) or (b)
(a)
5.1.2 The LHB has already adopted a bilingual corporate identity.
(b)
5.1.2 The LHB will adopt a bilingual corporate identity by [note month and year]
5.1.3 The official stationery and website of the LHB will show its name, logo,
address and any other standard information bilingually, treating both
languages equally.
5.1.4 Compliment slips, fax sheets, staff badges, business and identity cards will be
bilingual.
Timetable:
5.1.5 Staff, consultants and providers will be issued with written guidelines
regarding the bilingual identity of the LHB.
5.2
Internet
Either (a) or (b)
(a)
5.2.1 Members of the public will be able to access information via the LHB website
in both English and Welsh. The site will have a bilingual homepage, offering
language choice to the users from the beginning.
The website will include all the relevant public documents which are of
interest to the public in Wales in Welsh and English, and when a public
document is placed on the website both languages will be placed at the same
time.
(b)
5.2.1 The site will have a bilingual homepage along with any interactive pages.
Whenever a public document is placed on the site, both languages will be
placed at the same time. The website will include the following bilingual
documents: [list of documents]
Timetable:
5.2.2 Any written material produced bilingually, will also appear bilingually on the
website. This includes, but is not confined to:
 Press Releases
 Public advice on health related matters
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

Minutes of Board meetings and public meetings in Wales
Any other information directed at the public e.g. annual reports, consultation
documents, maps, directions etc.
5.3 Signs
5.3.1 Any sign designed by or for the LHB will be completely bilingual or in Welsh
and English separately, respecting the principle of equality in terms of size,
form, quality and prominence for both languages.
Timetable:
5.3.2 Any signs on the LHB’s vehicles will be bilingual.
Timetable:
5.4
Publishing and printing material directed at the public in Wales
Either (a) or (b)
(a)
5.4.1 All publications issued by the LHB will be bilingual, with both languages
appearing in the same document rather than in separate Welsh and English
versions.
Where separate Welsh and English versions are published, both versions will
appear at the same time and be distributed together. When that happens, both
versions will include a bilingual message that the version is also available in
the other language.
(b)
5.4.1 The LHB will have an editorial policy which will note clearly which
publications will be available bilingually in the same document, or in separate
versions, or in one language only.
The following publications will be bilingual: [list of publications]
The following publications will be in separate Welsh and English versions:
[list of publications]
The following publications will be in one language only: [list of publications]
Timetable:
5.4.2 When a fee is charged for a publication, the price for the Welsh version will
not be greater than that for the English version, and the price of a bilingual
version will not be greater than that for single language versions.
5.4.3 The LHB will ensure that the texts of both languages will be equally
prominent in bilingual publications, and will respect the principle of equality
in terms of size, format and legibility.
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Either (a) or (b)
(a)
5.4.4 All other printed material for the public will be bilingual e.g. posters, cheques,
donor/appointment cards, timetables, adverts, invoices, receipts, vouchers,
maps, directions, parking tickets etc.
(b)
5.4.4 A wide range of printed material for the public will be bilingual.
5.4.5 Staff, consultants, designers and printers will be given written guidelines on
how to deal with bilingual publications.
5.5
Forms and associated explanatory material
Either (a) or (b)
(a)
5.5.1 All forms, questionnaires and associated explanatory material issued to the
public in Wales will be bilingual, with both languages appearing in the same
document.
(b)
5.5.1 Not all forms, questionnaires and associated material prepared by the LHB for
the public in Wales are currently in bilingual form. However, the LHB is
committed to developing a progressive programme in terms of producing and
updating forms, questionnaires and related explanatory material bilingually.
The LHB will have an editorial policy which will note clearly which forms
and explanatory material will be produced bilingually, or in separate Welsh
and English versions, or in one language only. This programme will depend
upon the target audience and the text. Priority will be given to producing
bilingual information leaflets to the public.
Timetable:
5.6
Press Notices
Either (a) or (b)
(a)
5.6.1 Every press release and public notice will be bilingual
(b)
5.6.1 The LHB does not currently prepare press releases bilingually. The LHB does
not usually prepare press releases in Welsh unless there is a specific matter of
interest to the Welsh speaking public. In such cases the LHB will prepare a
bilingual press release.
Optional
5.6.2 The LHB will ensure that a bilingual officer/officers will be available to
discuss the matters under consideration with the press/media.
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5.7
Advertising and publicity activities
Either (a) or (b)
(a)
5.7.1 All advertising and publicity activities held by the LHB in Wales will be fully
bilingual treating both languages equally. This will include literature, videos,
tapes etc.
(b)
5.7.1 Not all the LHB’s advertising and publicity activities in Wales are entirely
currently bilingual. However, the LHB will develop its provision over the next
three years in order to accomplish its activities in a way that treats both
languages equally, on consideration of the target audience and the text.
Timetable:
5.7.2 Any public surveys, whether by post, door to door, on the street, or otherwise
will be bilingual.
5.8
Official and public notices
Either (a) or (b)
(a)
5.8.1 All official and public notices will be bilingual and equal in terms of size,
form, quality, legibility and prominence for both Welsh and English.
(b)
5.8.1 Official and public notices which appear in Wales will usually appear in
English with the following standard bilingual information included:
 Name of the LHB
 Name of the directorate or relevant service
 The designation of the officer or the relevant contact point
 The title of the subject
5.8.2 Information regarding the LHB’s commitments under this scheme will be
provided to all of its staff connected with publicity and advertising, and
guidance will be given on design and production of adverts and public notices.
5.9
Staff Recruitment Advertising
Either (a) or (b)
(a)
5.9.1 All vacancies will be advertised bilingually in English/bilingual publications
and in Welsh alone in Welsh publications with an English footnote.
(b)
5.9.1 All vacancies will be advertised in English in English/bilingual publications,
unless bilingual skills are desirable, on those occasions the advert will be fully
bilingual.
5.10
Service delivered on behalf of the LHB by other parties
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5.10.1 Any arrangements made by the LHB to use third parties to provide services to
the public on its behalf e.g. conducting surveys, organising exhibitions etc,
will comply with the specific measures in the scheme. The LHB will note in
the tendering specifications or contract with which relevant measures the third
party needs to comply.
5.10.2 The third party will need to confirm that it has complied with the relevant
measures of the scheme by [letter/report/providing evidence]
5.10.3 The LHB will provide written guidelines for staff to deal with agents,
contractors and providers.
6.
IMPLEMENTING AND MONITORING THE SCHEME
6.1
Staffing and Recruitment
The LHB will adopt a Language Skills Strategy as part of its human resources
planning process. This strategy will enable the body to have an overview of the
language needs of the organisation, along with an awareness of the current language
skills so that it can combine appropriate training and recruitment to achieve the
scheme’s targets. The measures below will be part of that strategy:
The LHB will:
6.1.1 ensure that there are adequate numbers of bilingual staff with the necessary
skills to provide a bilingual service
Timetable:
6.1.2 consider language ability as one of many relevant skills when appointing staff
6.1.3 identify the location and posts where the ability to speak Welsh is essential
or desirable and formulate team and job descriptions accordingly
Timetable:
6.1.4 note on every advert for posts when Welsh is either essential or desirable
6.1.5 ensure that managers and others responsible for recruitment, training and
monitoring staff are aware of the commitments in the scheme.
Timetable:
6.2
Learning Welsh
The LHB will:
6.2.1 encourage and support members of staff who wish to learn Welsh or to
improve their Welsh;
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6.2.2 ensure resources are provided for services where Welsh is used regularly to
communicate;
6.2.3 nominate a senior officer to be responsible for a training programme
Timetable:
6.3
Vocational training
6.3.1 The LHB will assess the need for specific training through the medium of
Welsh and provide definite courses to fulfil these needs e.g. communication
courses, word processing, familiarising and using the Welsh language within
health care.
6.4
Administrative arrangements
The LHB will:
6.4.1 ensure that the measures in the Welsh Language Scheme carry the full
authority of the Board as they are implemented
6.4.2 nominate a senior officer to be responsible for integrating the Welsh elements
of the service wherever that is possible within the usual administrative
processes, but Managers will have the responsibility of implementing the
aspects of the scheme relevant to their departments.
Timetable:
Optional
6.4.3 The responsibilities of the senior officer will include:
-
ensuring the participation of each department of the LHB in the Welsh
Language Scheme
establishing a co-ordinating team of representatives from each
department
providing written directives and guidelines to staff
6.4.4 providing written guidelines and directions to staff, and ensure that LHB staff
are familiar with the scheme, and that they know how to implement it and
what is required of them.
6.4.5 ensure that any translators employed are properly qualified and can provide a
service of high quality.
Either (a) or (b)
(a)
6.4.6 Translation facilities are available for anyone wanting to ensure that the
bilingual signs are correct, and staff will be notified of any arrangements to
accomplish this.
(b)
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6.4.6 In order to ensure correctness of bilingual signs, translators will check the
translation. Staff will be notified of any arrangements to accomplish this.
6.4.7 ensure that any computer programmes can produce a bilingual output
6.5
Monitoring/Reporting
6.5.1 The Senior Officer nominated by the Board of the LHB will chiefly be
responsible for monitoring the scheme, and for constantly reviewing it.
6.5.2 The LHB will structure the monitoring process and will prepare internal
progress reports on the scheme’s implementation to be presented to the
management team.
6.5.3 The LHB Board will receive an annual compliance report that will:

Measure whether
LHB is complying with the Scheme;

Measure how well that compliance is;

Measure whether the scheme is being appropriately managed;

Note any fundamental weaknesses.
A copy of this report will be sent to the Welsh Language Board.
6.5.4 In the third year of the Scheme’s implementation
LHB will prepare a
comprehensive evaluation report that will assess and evaluate performance in
implementing the Scheme since its inception. This report will:
i)
provide an overview and thematic analysis of compliance and
performance over the first three years of the Scheme, from two
perspectives – service delivery and scheme management;
ii)
outline priorities for the following three years, together with a revised
timetable for implementing the measures in the Scheme.
iii)
assess the progress within the health sector in terms of the provision of
a bilingual service
At this time,
6.6
LHB will revise and update the Welsh Language Scheme.
Publishing information
The LHB will arrange to publish information which will identify performance
against standards which are mentioned in the Welsh Language Scheme by:
*
publishing an annual performance review
*
including a summary of the performance review in the Annual Report
*
publishing the information in other documents and exhibiting them in
offices
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7.
PUBLICITY
The LHB will:
7.1
publicise its Welsh language service regularly by distributing copies of the
language scheme, including to all the LHB staff, and explaining how the
public can deal with the body in Welsh e.g. on notice boards and in offices etc.
8.
COMPLAINTS/SUGGESTIONS AND CONTACT POINT
8.1
If you are of the opinion that we are not implementing the promises made in
this scheme, we are keen for you to tell us. If, therefore, you have any
complaints or suggestions about the Welsh language service/provision of the
LHB, please write to us at:
[name and address of LHB contact]
9.
IMPLEMENTATION TIMETABLE
Unless otherwise stated below, the commitments in this scheme will become
operational on the date of scheme approval.
Paragraph
Commitment
Officer responsible
Timescale
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