Accessibility statement

Using this website

This accessibility statement applies to

This website is run by Hammersmith & Fulham Council. We want as many people as possible to be able to use this website.

For example, that means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

You should also be able to select a language to get a page translated using Google’s translation service. Please note, this is a machine-based translation service, so we can't guarantee the accuracy or the sense of any given translation.

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

Find out how to:

  • make your mouse easier to use
  • use your keyboard instead of a mouse
  • talk to your device
  • make your device talk to you
  • make text larger
  • change your colours
  • magnify the screen

Service applications

Most of our online services are provided by third-party applications - these are platforms and websites developed by external suppliers. Because the development of these third-party applications is partly or wholly out of our control, they may not conform to the same levels of accessibility as our main website.

Third-party applications include:

  • My Account
  • Online payments
  • FIS directory and SEND Local Offer
  • Public Access applications search (planning, building control and licensing)

We monitor the accessibility of these sites and ask suppliers to fix accessibility issues which arise. View the accessibility statements for our third-party systems.

We require that any new third-party systems we commission are Web Content Accessibility Guidelines 2.1 AA compliant.

How accessible this website is

We know some parts of this website aren’t fully accessible:

  • most older PDFs aren't fully accessible to screen reader software
  • some images and navigational maps are missing a text alternative
  • on some pages, the same link text is used to go to multiple destinations
  • links are only identified by their colour
  • the colour contrast between text, links and the background are insufficient
  • some of our older videos don't have captions

Feedback and contact information

If you need information on this website in a different format like an accessible PDF, large print, easy read, audio recording or braille, please get in touch by emailing us at

Reporting accessibility problems with this website

We're always looking to improve the accessibility of this website.

If you find any problems that aren't listed on this page or think we're not meeting the requirements of the accessibility regulations, please use our report form to let us know.

Report an accessibility issue

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the accessibility regulations. If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are Deaf, hearing impaired or have a speech impediment. Please call 18001 followed by 020 8748 3020.

Alternatively, you can use Relay UK service. Relay UK (previously Next Generation Text) - helps people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service.

Our customer service centre is wheelchair accessible and has a portable hearing loop.

Find out how to contact us.

Technical information about this website’s accessibility

Hammersmith & Fulham Council is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Colour contrast

On our search result pages, the blue used for links and background colours has low contrast with the other colours it's used with. This fails WCAG success criterion 1.4.3 (contrast - minimum).

The background colour for the navigation dropdown menus cannot be determined because they are partially obscured by another element. This fails WCAG success criterion 1.4.3 (contrast - minimum).

Images, video and audio content

Many images do not have a text alternative, so people using a screen reader cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (non-text content).

We are investigating when this issue can be resolved. When we publish new content we’ll make sure our use of images meets accessibility standards.

Interactive tools and transactions

Forms built on the H&F website don't display error messages next to form fields or at the top of the page. This means users will only be informed if they have missed out a form field if their browser notifies them. This does not meet WCAG 2.1 success criterion 3.3.1 (error identification) and 3.3.3 (error suggestion).

We are investigating when this issue can be resolved.

The form fields and social sign-in buttons on the Disqus comments widget on news pages don't receive focus. This means keyboard users may not know where on the page they are. This does not meet WCAG 2.1 success criterion 2.4.7 (focus visible). Keyboard users who wish to sign up to use Disqus will get trapped in a loop between the social sign-in buttons and on the question mark icon when tabbing to registration questions. This does not meet WCAG 2.1 success criterion 2.1.2 (no keyboard trap).

We plan to switch to another comment provider when the H&F website is upgraded in 2021.

The status message showing the number of search results return doesn’t have an aria ‘status’ role enabling the message to be read out by assistive technologies. This fails WCAG 2.1 success criterion 4.1.3 (status message).

Navigation and accessing information

We use landmarks to help assistive technology users navigate to different sections of a page.


  • not all content is contained in a landmark
  • the aside landmark is contained within the main landmark 

Both of these issues fail WCAG 2.1 success criterion 1.3.1 (info and relationships).

There is no option to skip repeated content on our search result pages. This fails WCAG 2.1 success criterion 2.4.1 (bypass blocks).

The search field on our search result pages uses an accesskey attribute of 'q'. Accesskeys may conflict with user or assistive technology shortcut keys.


On mobile devices, some pages don't show in a single column and text can be hidden off-screen. This means users need to scroll up and down and from left to right to read information. This does not meet WCAG 2.1 success criterion 1.4.10 (reflow).

We are working on fixing pages with this issue, however tables are out of scope for this success criterion as they do require users to scroll in both directions. We will continually review pages with tables and where possible, present the information in a different way.

On the search result pages, the filter options under Council service and content type still appear in the tab order when the accordions are closed. This fails WCAG 2.1 success criterion 2.4.3 (focus order).

The more/less button in the council service accordion on search result pages don’t receive focus. This issue fails WCAG 2.1 success criteria 2.4.7 (focus visible).

Text, links and headings

Image links added to the top of the homepage are creating an additional link that has no link text. This fails WCAG 2.1 success criterion 2.4.4 (link purpose - in context).

Website code

Aria roles and attributes have not been added correctly to the navigation dropdown menus. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships).

Disproportionate burden

Not applicable.

Content that’s not within the scope of the accessibility regulations


Online maps and mapping services are exempt from the regulations if essential information is provided in an accessible digital manner for maps intended for navigational use.

Some maps that we use for navigational purposes don’t have a text alternative giving the address of the location shown on the map. This fails WCAG success criterion 1.1.1 (non-text content).

We plan to add addresses for these locations by December 2020.

We also plan to improve the results page of the ‘Where’s my nearest’ tool to make it clearer that the results presented are in order of how close they are to the address given.

PDFs and other documents

Many of our older PDFs and Word documents don’t meet accessibility standards - for example, they may not be marked up so they’re accessible to a screen reader. This does not meet WCAG 2.1 success criterion 4.1.2 (name, role value).

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents.

We have created a register of PDFs and Word documents that are essential for service delivery and we plan to either fix these, unpublish them or replace them with accessible HTML pages.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. However, we plan to replace as many PDFs as possible with accessible HTML pages.

Any new PDFs or Word documents we publish will meet accessibility standards unless we determine that they represent a disproportionate burden within the meaning of the accessibility regulations. 

We will publish key information contained in these publications on a web page or link to alternative sources of information. We will offer information in an alternative format on demand.

Ultimately, we plan to provide an accessible HTML version of the information as the primary source.

Pre-recorded media

Most of our videos don't have accurate edited captions. This doesn’t meet WCAG 2.1 success criterion 1.2.2 (captions pre-recorded). None of them have audio descriptions. This doesn’t meet WCAG 2.1 success criterion 1.2.5 (audio description pre-recorded).

The regulations do not apply to pre-recorded videos published before 23 September 2020. However, while these videos are not subject to the legislation, we have carried out an audit of all our videos and have begun a process of updating captions on our recently published videos.

Any new videos we publish will have edited captions, subtitles or be audibly described.

How we monitor this website

We use Silktide an automated testing tool to help us monitor and fix usability and accessibility issues as they occur.

We also use a range of other tools to test for accessibility issues including:

  • Accessibility insights for the web
  • Axe
  • browser developer tools
  • NVDA
  • Siteimprove accessibility checker
  • Text spacing
  • WAVE
  • Web Aim contrast checkers
  • Web developer.

Manual reviews are carried to assess any content and functionality automated testing cannot cover.

What we’re doing to improve accessibility

When we update our website, we will carefully monitor new content to ensure it meets accessibility standards.

We will work to improve the accessibility of documents published on the website.

We plan to carry out in-depth user testing in the future, including with users of assistive technology.

We have monitoring in place to review the accessibility of the site on an ongoing basis. We use this monitoring to identify and fix any new issues that arise.

We plan to provide an accessible HTML version of any new information as the primary source rather than using a PDF.

Preparation of this accessibility statement

This statement was prepared on 23 September 2019. It was last updated on 16 January 2021.

The website was last audited by an external organisation on 8 January 2019. The audit was carried out by Shaw Trust Accessibility Services and included technical and manual testing. The sample of pages reviewed in the audit was selected using the following criteria:

  • pages common to many websites - for example, homepage and contact us
  • pages with variations in layout and functionality
  • most visited pages
  • selecting pages at random