Bilingual voice agent · Swansea

A phone line that answers in Welsh — at every hour

Your tenants have the right to deal with you in Welsh. At 2am as well. Asiant Llais answers in the language the caller uses, collects the repair details, and files the ticket before anyone picks up a phone.

Arrange a pilot See how it works
Welsh and English in the same call
Safety rules built in, not bolted on
A Welsh speaker builds it and checks it
Welsh / English
switching mid-conversation
24 hours
no night shift to staff
Every call
becomes a ticket, not a message
The situation

The right exists. The capacity doesn't.

Since the Welsh Language Standards (No. 10) Regulations 2026 came into force, a tenant has the right to deal with their social landlord in Welsh — including when the roof starts leaking at midnight.

Most associations currently have two options: put a Welsh speaker on every shift, or let the call go to voicemail. The first isn't affordable overnight. The second is a compliance gap — and a tenant putting the phone down.

Asiant Llais covers those hours without asking you to hire anyone new.

How it works

Call, details, ticket

No form, no menu, no “press one”. The tenant speaks the way they would speak to a person.

01

The tenant speaks

Welsh or English — they don't have to choose up front. The line answers in the same language, and if the caller switches mid-sentence, the reply switches with them.

02

It collects the details

Name, house number, postcode first, phone number and access arrangements. Then it reads the lot back to the tenant to confirm before anything is filed.

03

The ticket arrives

Canonical bilingual address, a UPRN from your own stock register, a validated postcode, and an urgency level. Ready to action, not a message for someone to replay.

Repair ticket
Filed automatically
Name
Elin Thomas
Address
9 Heol Pantycelyn, Swansea
Postcode
SA1 6RD ✓
UPRN
100100000003
Phone
07700 900123
Fault
Roof leak in bedroom
Access
Home after 4pm
Urgency
Routine
Language
Welsh
Captured during the call and confirmed aloud with the tenant.

This is what lands on your desk

Not a recording for someone to listen to in the morning, but a complete record: the address matched against your stock register, the postcode validated, and the whole thing confirmed aloud with the tenant before the call ended.

Safety

What happens when it goes wrong

This is every housing officer's first question, so it was the first thing built. These rules live in the model and in the fallback system — switching one off doesn't switch off the other.

Smell of gasGives 0800 111 999 immediately and advises leaving the property. It distinguishes between a smell and no smell, and escalates accordingly.
Fire999. No detail-gathering, no delay, no attempt to file a ticket.
Water near electricsTreated as an emergency, not as a routine repair.
Vulnerable occupantRaises the urgency level and flags it on the face of the ticket.

The agent never promises an appointment time and never guesses. If it doesn't know, it says so and takes details so a person can call back.

The Welsh

Real Welsh, not machine Welsh

Place names it actually understands

The agent matches what it heard against your association's own stock export — a closed set of real addresses, not open guesswork. Street and house-number evidence outranks a conflicting postcode, so one unclear word doesn't send an engineer to the other side of the city.

Pantacelling→Heol Pantycelyn

A person accountable for every word

The Commissioner's policy on artificial intelligence expects a Welsh speaker to review the output. I am that person: I build the system and I listen to the voice before it speaks to anyone. A supplier without a Welsh speaker cannot tell you whether their system has just embarrassed them.

A southern voice

A southern female voice that sounds like someone from the area, not a translation being read aloud. The formal “chi” throughout, and natural Welsh rather than English carried across word for word.

The promise

How I work

  • One pilot at a time. I work with one association at a time so the system is shaped around your stock and your processes.
  • You keep the data. Tickets go into your system. There's no lock-in, and no per-message cost.
  • Deal direct. The person who answers your email is the person who builds the system.
  • Welsh checked by a person. Not machine translation left unread.
Next step

Hear it answering your own calls

I take on one pilot: paid setup, and the first 30 days free. We put it on a sample of your stock, you hear it handle real calls, and you decide afterwards.

Email about a pilot

Pricing depends on the number of homes — ask and I'll tell you straight away.