Who is the National Lottery Community Fund?

The National Lottery Community Fund (NLCF), formerly the Big Lottery Fund, is a branch of the National Lottery dedicated to using funds raised from players to help community and charity organisations thrive. 

In 2019 to 2020, they granted more than £588 million to good causes, from mental health support to cultural growth and support centres.


The challenge

One of the aims of the National Lottery Community Fund is to make its funding as widely available as possible in order to have the strongest feasible impact. In pursuit of this, they needed to: 

  • Create a series of BSL videos to provide accessibility to funds for the d/Deaf community
    - Work within tight budgetary constraints
  • Make its funding and application processes more accessible to those who are able to benefit from them
  • Establish a multilingual call centre to broaden access to advice and support surrounding its funding 

The National Lottery Community Fund needed an informed, holistic approach to accessibility improvements, to allow more valued community groups access to funding that could help their causes. 

Particularly in the case of the d/Deaf community, there is a legal obligation under the Accessible Information Standard to ensure that people are able to access the same information and opportunities, regardless of ability. 


A range of expert-reviewed BSL video content created with closed captions


Established a multi-lingual call centre


Funding made available to much broader audiences


Savings of 17.5% throughout the project to date


More than 250 languages available


Connection with linguists available within minutes 


How Word360 helped

Using our in-house video production team, we were able to produce a series of British Sign Language videos for the National Lottery Community Fund. These were then reviewed by accessibility boards at the NLCF as well as our internal panel, in order to ensure they were fit for the intended audience. These quality assurance teams include members with hearing impairments, for the most inclusive overview possible.

Our specialist team understands the need for ongoing development with BSL videos, and once the videos had been reviewed, they got straight to work bringing them in-line with any feedback.

In addition, we recommended that the NLCF establish a multilingual call centre, whereby it could respond to the queries and concerns of non-English speakers easily and efficiently. 

This call centre also works to allow the NLCF to expand accessibility to its funding, and, in turn, help a much broader range of organisations. 



The Results

In the wake of our cooperation with the National Lottery Community Fund, they’ve been able to offer their funding applications to a broader range of community and charity organisations, including non-English speakers and d/Deaf community members. 

This has opened up funding worth hundreds of millions of pounds to an even wider range of good causes throughout the UK, such as groups helping to tackle misinformation around the COVID-19 vaccine and encourage its uptake among hard-hit minority communities. 

Throughout the process of establishing their new multilingual call centre and the creation of BSL video content, we have managed to achieve savings of 17.5% for the NLCF. 

We have provided language services in more than 250 languages, with staff and applicants connected to an interpreter within minutes. 

Download the full case study

Read how we helped The National Lottery Fund establish their new multilingual call centre and with the creation of BSL video content