Welsh language annual report 2024-2025

Introduction 

Croeso to our Welsh Language Annual Report for 2024–2025. This report outlines how Natural Resources Wales (NRW) has met the Welsh Language Standards and improved bilingual services across the organisation.

The Standards came into force for NRW on 25 January 2017, under the Welsh Language (Wales) Measure 2011, and are regulated by the Welsh Language Commissioner. They aim to:

• provide consistent Welsh language services
• make it clear what Welsh speakers can expect
• define public organisations’ duties.
• ensure Welsh is treated no less favourably than English

This year, we undertook a major organisational restructure through the Case for Change programme. Welsh language skills were considered in all new roles, and we completed a Welsh Language Impact Assessment to understand how these changes might affect our ability to deliver bilingual services.

Despite a reduction in headcount by 92, the proportion of fluent Welsh speakers (Levels 4 and 5) remained steady at 24%, with 307 fluent speakers in our Operations Directorate. In total, 748 colleagues (32%) can discuss matters in Welsh, and 94% can greet others in Welsh.

143 colleagues enrolled in Welsh language training this year - a decrease from 222 last year, largely due to the organisational changes. Learners are based across Wales.

In March 2025, the Welsh Language Commissioner confirmed our high compliance with the Standards. We used this opportunity to review each Standard and developed a two-year action plan to strengthen areas needing improvement.

We also launched Welsh Language Awareness Training on our new Learning Management System, helping colleagues understand the role Welsh plays in our work — especially as we respond to climate and nature emergencies.

Welsh language standards

The Standards we comply with fall into four categories:
•    Service Standards – the Welsh language services we provide to the public.
•    Policy Standards – how we consider Welsh in decision-making.
•    Operational Standards – how we promote Welsh in internal processes.
•    Record-Keeping Standards – how we track compliance, skills, training, complaints, and recruitment.

This report sets out the steps we’ve taken to meet these Standards and support the Welsh Government’s wider goals, including Cymraeg 2050, which aims to reach 1 million Welsh speakers and make Welsh a normal part of daily life.

How we monitor and manage compliance with Welsh language standards

Our internal governance

We have clear processes in place to make sure we meet the Welsh language standards.

Our Welsh language policy advisor monitors how well we’re doing. If any risks are identified, they’re raised with the head of people development and wellbeing and the executive director of corporate strategy and development. These are then discussed with managers and shared at meetings of the Welsh language champions group (Grŵp Pencampwyr Iaith Gymraeg).

This group includes staff from across the organisation. They meet every quarter to raise any concerns and help resolve issues.

The people transformation programme project board also supports our work to become a bilingual organisation. They help create opportunities for staff to use Welsh in their day-to-day work and when working with partners and customers.

The head of people development and wellbeing is responsible for making sure our Welsh language policy is followed across the organisation.

This report follows our internal governance process. It’s reviewed by our executive team and approved by the people and customer committee before publication.

Working with the Welsh Language Commissioner

The Welsh Language Commissioner has been running a four-year plan to monitor and support organisations. 2024 to 2025 was the final year of that plan.

As part of this, we’re formally monitored every other year — most recently in 2022 to 2023 and again in 2024 to 2025. This helps identify how well we’re meeting the standards and where we need to improve.
This report is one of the ways we show the Commissioner that we’re complying. The Commissioner also runs events throughout the year to share good practice. Our Welsh language policy advisor attends most of these, which helps us stay up to date and improve our work.

This approach gives both us and the Commissioner confidence that we’re on track and making progress.

Self-assessment and action plan

In September 2024, we completed a self-assessment as part of the Commissioner’s monitoring plan. We reviewed each standard carefully and created a two-year action plan to address areas that needed improvement or closer monitoring.

We shared this plan with the Commissioner, along with evidence of what we’re doing to meet the standards. This joint approach helps us stay accountable and track progress.

In March 2025, the Commissioner confirmed that our self-assessment and supporting evidence showed we were meeting the standards to a high level.

What we’ve done

• Worked with the Environment Agency to make digital fishing licence services bilingual — including emails, texts and expiry notifications.
• Created guidance for staff assessing grant applications to make sure Welsh language conditions are considered.
• Updated our contract management process to include Welsh language performance indicators.
• Launched Welsh language impact assessment guidance to make sure Welsh is considered in policies, consultations and research.
• Developed and launched a bilingual Welsh language awareness training course on our learning management system.
• Continued to update and review our two-year action plan, with oversight from the people transformation programme project board.
• Even though we’ve received positive feedback from the Commissioner, we know we need to keep improving — by raising awareness, monitoring compliance and making sure Welsh is part of everything we do.

Areas where we’re not yet compliant

We’ve identified two areas where we’re not fully meeting the standards:

1.    Fishing licence website

The landing pages for buying a rod licence on GOV.UK are still in English only. We’ve provided Welsh translations to the Environment Agency, who have asked GOV.UK to update the pages. This request is still pending, and the Commissioner is aware.

2.    Training statistics

Our learning management system lets users switch languages during courses. This supports learning but means we can’t track how many people complete courses in Welsh. This affects our ability to meet standard 124. We plan to raise this with the Commissioner.

 

Improving our services and supporting compliance

Translation team

Our translation team plays a key role in helping us meet the Welsh language standards. Without their support, much of the work in this report wouldn’t be possible.

The team uses Phrase Translate, a translation memory tool, which now holds over 3 million words — double what it held last year. This helps them work more efficiently and consistently.
Most translation work is now done in-house, which was a goal when the team was set up in its current form three years ago.

In this reporting year, the team translated:

• 1,702,237 words internally
• 981,282 words externally

These figures don’t include the many short tasks they handle daily, or additional work like proofreading and checking.

Simultaneous translation

The team arranged 29 simultaneous translation sessions, including:

• 15 in-person events
• 10 on Microsoft Teams
• 4 hybrid sessions

These supported key consultations and events, including our Evidence Conference, where Welsh presentations were delivered with live translation for the first time. Feedback was very positive. The service also supported meetings about Welsh language provision in our visitor centres.

Other work

The team also supported:

•    projects with the Coal Board and Environment Agency
•    naming trails and sites we manage
•    proofreading and approving signage and leaflets
•    bilingual writing for services like “Buy a rod fishing licence”
•    day-to-day translation for Natur am Byth, including advice on creative commissions
•    Mentrau Iaith’s Gwreiddiau Gwyllt project, helping standardise environmental terminology

They continue to promote their checking service and encourage colleagues to use Welsh in their work.
They’re also tracking usage to monitor progress.

Despite a challenging year, the team has exceeded expectations and helped embed Welsh language considerations across our work.

More detail about the translation team’s work is available in Appendix 1.

 

 

Service delivery standards

Brand

We’ve continued to develop our bilingual brand and corporate identity to help everyone represent the organisation professionally — whether working with partners, presenting at events or collaborating internally.

This supports our Welsh language standards policy and our aim to become a naturally bilingual organisation.

Over the past year, we’ve:

·       introduced Microsoft Teams backgrounds to promote the use of Welsh at all skill levels

·       continued to develop our bilingual brand guide

·       created and promoted bilingual templates

·       run brand awareness sessions to encourage everyday use of Welsh

·       hosted webinars to support this work

In the coming year, our brand manager will focus on:

·       including brand awareness in induction for all new starters

·       using screensavers to promote key campaigns and messages

·       using desktop backgrounds to raise awareness across the organisation

 

Cymraeg logos

To mark St David’s Day in March 2025, we refreshed our Teams backgrounds and added three Cymraeg logos to help promote the Welsh language. These logos are also available in our email signatures and help colleagues show their Welsh language skills and support learners.

The logos are:

·       Dw i’n dysgu Cymraeg – for learners who are confident using Welsh in meetings

·       Cymraeg – for fluent speakers

·       Hapus i siarad Cymraeg – for fluent speakers who are happy to chat informally with learners

We’re working with our ICT team to make the “Hapus i siarad Cymraeg” logo available as a mail tip in Outlook. This will help learners feel more confident using written Welsh with colleagues.

We’ll continue to promote the use of these logos and Teams backgrounds to help us present a professional bilingual image in online meetings.

 

Compliance Assessment Recording System (CARS)

We’ve updated our guidance and intranet pages for regulatory colleagues who use the CARS system. The changes help ensure that customers receive documents in their preferred language.

Key updates include:

 

·       a new field in the permit and licence documents to record language preference

·       a step-by-step guide for completing documents in Welsh or bilingually

·       training for colleagues using the system, including Welsh language requirements

 

These changes will help us meet service delivery standards and improve the customer experience.

 

Education and training

We’ve reviewed many of our bilingual education resources to align with the Curriculum for Wales. New content includes sections on biodiversity in school grounds, soil, and sustainable tourism.

However, due to our Case for Change programme, we’ve stopped delivering our national bilingual educator training, supporting learning networks, running bilingual campaigns and issuing our monthly newsletter. We recognise this is a significant loss for the education sector.

We’re proud of the impact our education and skills work has had over the years in supporting Welsh language standards. We’ll continue to support partners and offer bilingual placements to help develop the future workforce.

 

Flood warning information service

We launched our new flood warning information service for Wales on 17 July 2024, followed by a week-long #BarodAmLifogydd campaign in October.

The service helps communities prepare for and respond to flooding. Customers can choose:

·       which messages to receive

·       whether to receive them in Welsh or English

·       how they want to be contacted

·       which locations they want alerts for

Messages are available in both written and verbal formats. In emergencies, we provide situation-specific information in English only on our website and through the Floodline service.

The campaign aimed to increase sign-ups and highlight that the service is available in Welsh. We worked with media, social media and partners to promote this message.

As a result, 206 more accounts were created than in 2023, and more customers chose to receive information in Welsh — up from just 23 previously.

We’ll continue to promote the service and encourage people to use the Welsh language option.

Data on the use of our Welsh language services

We’re collecting more data on how people use our Welsh language services. As our systems become more automated, we’ll be able to analyse this data more effectively. This will help us understand where we can improve and how we can encourage more people to use Welsh when interacting with us.

 

Customer hub

Our customer hub handles all incoming calls to Natural Resources Wales. It’s open Monday to Friday, 9am to 5pm.

This year we handled 15,977 calls

·       916 (5.7%) were in Welsh

·       15,061 (94.3%) were in English

·       Welsh language calls dropped by 0.4% compared to last year

We offer Welsh as the first language option when people call us. Our core call handlers speak Welsh fluently. Some Welsh speakers still choose the English option at first, but switch to Welsh once they realise the call handler speaks it. These calls are recorded as English in our system, even though they’re handled in Welsh.

We promote our Welsh language phone service on our website.

 

Incident Communications Centre (ICC)

The ICC is open 24 hours a day, every day of the year. It handles reports of environmental incidents and offers callers a choice of language.

This year:

 

We handled 14,785 calls

·       415 (2.8%) were in Welsh

·       14,370 (97.2%) were in English

We can’t compare these figures to last year because we introduced a new system in February 2024. Next year’s report will include a comparison.

The ICC also took over Welsh language calls for Floodline UK in 2024. We handled 134 calls on that line.

Some callers chose the Welsh option by mistake, so a few calls recorded as Welsh were actually handled in English.

We promote the ICC’s Welsh language service on our website.

 

Website

This year:

·       Our Welsh pages had 120,044 views (5.25% of total page views)

·       This is 57,409 fewer views than last year

·       Our English pages had 2,659,677 views (95.6%)

·       The most visited Welsh page was the Flooding page, with 1,900 views

We use Google Analytics to estimate website visits. The data isn’t exact because:

·       We can only track users who accept marketing cookies

·       Google adds estimated data to fill gaps, but we can’t confirm its accuracy

·       We can’t exclude internal staff from the numbers

Flood warning information service

Between 17 July 2024 and 14 April 2025:

 

·       3,177 people created flood warning accounts

·       59 chose to receive both written and verbal messages in Welsh

·       21 chose English written and Welsh verbal messages

·       7 chose Welsh written and English verbal messages

This is 206 more accounts than in 2023, when only 23 requested Welsh language messages

More people signed up during our two #BarodAmLifogydd campaigns, especially when flooding was imminent. By offering more choice and actively promoting the Welsh language option, we’ve seen a clear increase in people choosing to receive messages in Welsh.

 

Policy-making standards

Equality impact assessments

We include Welsh language considerations in all our equality impact assessments. If a policy or decision is likely to affect the Welsh language more significantly, or if we need to consult on it, we carry out a separate Welsh language impact assessment.

This approach helps us make sure the Welsh language is properly considered in all our policies and procedures.

This year, we assessed 33 equality impact assessments that included Welsh language considerations.

 

Welsh language impact assessments

This year, we introduced new guidance and a process for completing Welsh language impact assessments. We worked with the Welsh Language Commissioner during the drafting stage to make sure the guidance was clear and effective.

The guidance helps colleagues understand how to meet standards 84 to 89 when making policy decisions, carrying out research or running consultations.

The Welsh language standards define a policy decision as any decision we make about:

·       how we carry out our functions

·       how we run our business or other activities

This process helps us embed the Welsh language into our everyday work and responsibilities as a public organisation.

We drafted 2 Welsh language impact assessments this year — one for the Case for Change programme and one for the designation of a new national park. Both are still under review as part of the process.

Operational standards update

Policy reviews

This year, we reviewed our disciplinary, resolution, and bullying and harassment policies.

We’ve added a new Welsh language section to each policy. It makes clear that:

·       colleagues have the right to have the whole process carried out in Welsh

·       managers must tell employees about this right at the start of the process

·       employees must confirm their language preference as early as possible

Code of behaviour and social media use policy

We’ve updated both policies to:

·       reinforce NRW’s values and the standards of behaviour expected from all colleagues

·       include a new Welsh language section that explains our legal duties under the Welsh Language (Wales) Measure 2011

·       highlight the importance of respecting the language preferences of colleagues, customers and stakeholders

These changes help us embed our Welsh language standards policy more deeply into everyday work, and support our commitment to being a bilingual organisation.

 

Learning Management System (LMS)

Learning management system (LMS) and NRW Knowledge Hub

As part of the People Transformation Programme, we launched our new learning management system (LMS) and the NRW Knowledge Hub in July 2024. These tools help colleagues develop their skills and support the organisation’s growth.

The LMS is bilingual. Colleagues can choose to use it in Welsh or English and can switch languages at any point during a course. This helps Welsh speakers and learners understand technical terms and course content in Welsh.

We now offer 160 courses in both languages. Before the LMS, colleagues couldn’t complete online training in Welsh. Because users can switch languages mid-course, we can’t currently report how many complete courses in Welsh.

The LMS lets us create, manage and run our own training courses. We can:

·       build NRW-specific eLearning content in both Welsh and English 

·       use AI or manual recordings for Welsh voiceovers 

·       offer external courses from the LMS provider 

·       run accurate reports on training needs and completion rates 

Managers can easily track what training their teams have completed and what’s still outstanding.

NRW Knowledge Hub

The Knowledge Hub reflects our values and behaviours. It’s available in Welsh and introduces 12 new core behaviours, co-produced with colleagues across the organisation.

Sgwrs – performance

We’ve added a new module to the LMS to support Sgwrs – our regular check-ins between colleagues and their managers or team leaders. These conversations focus on well-being, personal development and how colleagues are performing in their roles.

The new module, called Perform, went live on 1 April 2025. It gives colleagues a single place to record and manage performance, learning and development. Colleagues can use the module in Welsh.

This supports our aim to increase the use of Welsh in the workplace. It gives fluent Welsh speakers and those learning the language more opportunities to use their skills in everyday work.

ICT portal – Hornbill

Our ICT self-service hub is available in Welsh and English. This year, we updated a dedicated section that lists all the systems colleagues can use in Welsh at work:

Systems available in Welsh:

·       MYNRW

·       Microsoft Office

·       Outlook

·       Windows

·       Microsoft 365

·       Teams

·       Intranet

·       Learning management system

 

Welsh language tools:

·       Cysill

·       Cysgeir

·       To Bach

 

Other resources:

·       People Finder – shows colleagues’ Welsh language skills

·       Welsh language training programme

 

 

Welsh language training

This year, 143 colleagues enrolled on Welsh language courses at different levels. That’s 79 fewer than last year (222 in 2023 to 2024), which is understandable due to the Case for Change programme.

Learner levels:

 

·       48 (34%) – entry

·       42 (29%) – foundation

·       29 (20%) – intermediate

·       23 (16%) – advanced

·       1 (1%) – proficiency

The 24 colleagues at advanced and proficiency levels are likely to become fluent within two years if they continue learning.

Where our learners are based:

·       35 (24%) – Ceredigion and Powys

·       33 (23%) – north west Wales

·       33 (23%) – Gwent

·       15 (10%) – north east Wales

Nant Gwrtheyrn courses remain popular. This year, 21 colleagues attended intensive residential courses. Of these, 15 were fully funded through the Work Welsh scheme from the National Centre for Learning Welsh.

Feedback continues to be very positive, and colleagues are already showing interest in the next cohort (April to July 2025).

You can find more detail in Appendix 2 of this report.

Welsh language standards – record keeping summary

 

Standards 145 – Welsh language skills

 

At the end of the financial year, 2,263 colleagues had self-assessed their Welsh language skills in MyNRW:

·       Level 5 (fluent written and spoken): 345 (15%)

·       Level 4 (fluent spoken): 211 (9%)

·       Level 3 (can discuss matters): 192 (8%)

·       Level 2 (can understand basic conversation): 478 (20%)

·       Level 1 (can greet and show courtesy): 979 (42%)

·       No skills: 88 (4%)

·       Not yet assessed: 63 (2%)

Despite a headcount reduction of 92, the percentage of colleagues at each skill level remains unchanged. 748 colleagues (32%) are at levels 3 to 5. 94% can show linguistic courtesy (level 1 or above).

Most fluent Welsh speakers (level 5) work in the operations directorate (307). The majority are aged 36 to 45 (161), followed by 46 to 55 (138) and 55+ (114). 309 are male, 247 female, and 93 work part-time. Most are in grades 5 to 6 (261); only 25 are in grades 9 and above.

 

During the year:

·       1 fluent Welsh speaker joined

·       14 fluent speakers left

·       23 fluent in both written and spoken Welsh left

Colleagues who improved their skills were reminded to update their records in MyNRW.

 

Standards 146 and 124 – Welsh language training

All online courses now meet standard 124 and are available in Welsh. However, because the LMS allows switching languages during a course, we can’t report how many completed courses in Welsh. This means we’re not compliant with standard 146.

 

Course completions:

·       Recruitment and interviewing: 5

·       Performance management: 16

·       Induction (Teams): 4 in Welsh, 46 in English

·       Health and safety (online): 81

·       Complaints, disciplinary, dealing with the public: no courses held

 

We offer first aid training in Welsh, but no bookings have been made.

 

Standard 148 – Welsh language requirements in recruitment

Due to a recruitment freeze, only 40 vacancies were advertised. All roles required level 1 Welsh language skills as a minimum. Training is provided to help colleagues meet this level.

Of the 40 appointments:

·       24 were internal

·       16 were external

·       9 external candidates have started

Standard 148 – Welsh language requirements in recruitment (continued)

Posts advertised during the reporting year:

 

Standard 148 – Welsh language requirements in recruitment (continued)

1.    Posts advertised during the reporting year:

Language level	Essential	Desirable	Welsh to be learnt
Level 5 – fluent written and spoken	0	0	0
Level 4 – fluent spoken	1	0	0
Level 3 – confident communication in some work situations	0	0	0
Level 1 – basic greetings and names	39	0	0

 

Language skills of colleagues appointed (internal and external):

• Level 5: 8 (20%)
• Level 4: 4 (10%)
• Level 3: 3 (7.5%)
• Level 2: 10 (25%)
• Level 1: 13 (32.5%)
• No skills: 2 (5%)

 

The 2 colleagues without Welsh language skills will complete the 10-hour online course from the National Centre for Learning Welsh during their probation period to meet the level 1 requirement.

 

Standards 152, 156, 162 and 164 – complaints received

We received 3 complaints directly and 1 via the Welsh Language Commissioner.

Complaint 1 – July 2024
A member of the public raised concerns about a bilingual sign at Newborough beach. The sign incorrectly referred to the beach rather than the car park being full. The car park is managed by a third party, and while the contract requires bilingual signage, it didn’t specify use of official beach names.

We clarified the naming and committed to updating guidance for third parties.

Complaint 2 – July 2024
A motorsport event used English-only signage. The complainant noted that another rally event had used bilingual signs.

We explained that the organisation had permission to use our land but wasn’t providing services on our behalf, so our standards didn’t apply.

We’ve since worked with our legal team to update permission documents to encourage use of Welsh and link to our policy.

 

Complaint 3 – January 2025
A complaint was made about the use of “Snowdonia National Park” instead of “Eryri” on our maps and website.

We confirmed that updates were underway to use standard Welsh names consistently. We’ve also committed to using “Eryri” only, following the National Park’s decision.

Complaint via Welsh Language Commissioner – July 2024

A complaint was made about English-only posts on Welsh Coast Path social media channels.

We investigated and found that a PR agency had posted content in English only due to character limits in their software. Posts were also published with English above Welsh, contrary to our agreement.

We met with the agency and clarified contract requirements. Since August, posts are published:

• Separately in Welsh and English, with Welsh first
• In both languages if short, with Welsh first
• Monthly monitoring meetings are held

The Commissioner was satisfied with the steps taken and did not investigate further.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Language levelEssentialDesirableWelsh to be learntLevel 5 – fluent written and spoken000Level 4 – fluent spoken100Level 3 – confident communication in some work situations000Level 1 – basic greetings and names3900

Language skills of colleagues appointed (internal and external):

 

Level 5: 8 (20%)

Level 4: 4 (10%)

Level 3: 3 (7.5%)

Level 2: 10 (25%)

Level 1: 13 (32.5%)

No skills: 2 (5%)

 

The 2 colleagues without Welsh language skills will complete the 10-hour online course from the National Centre for Learning Welsh during their probation period to meet the level 1 requirement.

 

Standards 152, 156, 162 and 164 – complaints received

We received 3 complaints directly and 1 via the Welsh Language Commissioner.

Complaint 1 – July 2024

A member of the public raised concerns about a bilingual sign at Newborough beach. The sign incorrectly referred to the beach rather than the car park being full. The car park is managed by a third party, and while the contract requires bilingual signage, it didn’t specify use of official beach names.

We clarified the naming and committed to updating guidance for third parties.

Complaint 2 – July 2024

A motorsport event used English-only signage. The complainant noted that another rally event had used bilingual signs.

We explained that the organisation had permission to use our land but wasn’t providing services on our behalf, so our standards didn’t apply.

We’ve since worked with our legal team to update permission documents to encourage use of Welsh and link to our policy.

Complaint 3 – January 2025

A complaint was made about the use of “Snowdonia National Park” instead of “Eryri” on our maps and website.

We confirmed that updates were underway to use standard Welsh names consistently. We’ve also committed to using “Eryri” only, following the National Park’s decision.

Complaint via Welsh Language Commissioner – July 2024

A complaint was made about English-only posts on Welsh Coast Path social media channels.

We investigated and found that a PR agency had posted content in English only due to character limits in their software. Posts were also published with English above Welsh, contrary to our agreement.

We met with the agency and clarified contract requirements. Since August, posts are published:

 

Separately in Welsh and English, with Welsh first

In both languages if short, with Welsh first

Monthly monitoring meetings are held

 

The Commissioner was satisfied with the steps taken and did not investigate further.