Accessibility statement for the Capita online payments portal

This accessibility statement applies to the Capita online payments portal. There’s a separate accessibility statement for the main H&F website.

This service is part of the wider H&F website and is run by Hammersmith & Fulham Council through our third party supplier Capita

Using this service

We want as many people as possible to be able to use this service. 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
  • get from the start of the service to the end using just a keyboard
  • get from the start of the service to the end using speech recognition software
  • listen to the service using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

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

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

How accessible is this service

Some people may find parts of this service difficult to use:

  • some elements such as form fields and links do not meet minimum colour contrast requirements
  • there is no way to skip repeated links and move to the main content
  • not all pages indicate in text which form fields are required
  • the form labels for the amount to pay and card expiry date fields do not have the right descriptions
  • some pages do not have unique page titles
  • the tab order doesn't always follow a logical sequence and some elements do not receive focus.

What to do if you're having difficulty using this service

If you need help using this service email us at webmaster@lbhf.gov.uk

Payments for H&F council services can also be made by telephone. To use our automated telephone payment service call 020 8753 1930.

Reporting accessibility problems with this service

We're always looking to improve the accessibility of the online payment portal.

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 Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (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

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.

Technical information about this service’s accessibility

Hammersmith & Fulham Council is committed to making the online payments portal 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 listed below.

Non-accessible content

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

Non-compliance with the accessibility regulations

Colour contrast

Some elements do not meet minimum colour contrast requirements. This includes the:

  • focus style of the navigation tabs
  • footer links
  • asterisks (*) in form field labels. 

These issues fail WCAG 2.1 success criterion 1.4.3 (contrast - minimum).

Form fields also do not meet minimum colour contrast requirements. This fails WCAG 2.1 success criterion 1.4.11 (non-text contrast).

We will be updating the colours used on this website so they are compliant with contrast requirements.

Interactive tools and transactions

Required form fields are marked with an asterisk (*) but some forms or pages in a form do not include a text alternative to explain this. This fails WCAG 2.1 success criterion 1.1.1 (non-text content) and 3.3.2 (labels or instructions).

Form fields have multiple labels which may cause some assistive technologies to not read the appropriate label. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships) and 3.3.2 (labels or instructions). When we tested this with the screen reader NVDA, each label was being readout.

Where the information required needs to be put into two fields, such as a date or amount to pay, form fields do not have descriptive labels the explain the purpose of each field. This fails WCAG 2.1 success criterion 2.4.6 (headings and labels).

No suggestions are given to help users correct users. This fails WCAG 2.1 success criterion 3.3.3 (error suggestion).

Autocomplete tokens have been set to "off" on the payment forms. This fails WCAG 2.1 success criterion 1.3.5 (identify input purpose). Modern browsers such as Chrome will still offer users autocomplete options on appropriate fields.

Users are able to review and edit the information they have given before submitting a form. However, the account or reference number cannot be edited. This fails WCAG 2.1 success criterion 3.3.4 (error prevention - legal, financial, data).

Navigation and accessing information

There is no way to skip repeated links and move to the main content. This fails WCAG 2.1 success criterion 2.4.1 (bypass blocks).

The search field is missing a label. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships) and 3.3.2 (labels or instructions).

The search button doesn’t have a name meaning its purpose won’t be presented to assistive technology users. This fails WCAG 2.1 success criterion 1.1.1 (non-text content) and 2.4.4 (link purpose - in context).

When we next update the payment portal we will remove the search and navigation tabs from the navigation.

Pages do not have unique page title meaning assistive technology users won't be able to discern what page they are actually on. This fails WCAG 2.1 success criterion 2.4.2 (page titled).

Accesskeys are used on buttons in the form and provide a way to define shortcut keys. They often conflict with user or assistive technology shortcut keys. This fails WCAG 2.1 success criterion 2.4.1 (bypass blocks).

Technology

In some places, the tab order doesn’t follow a logical sequence (from left to right). For example:

  • in the header navigation as it goes from the H&F logo to the ‘All services’ tab, skipping over the search field and button
  • with the buttons as it focuses on the last button 'Continue' first then goes to the 'Reset' button.

This fails WCAG 2.1 success criterion 2.4.3 (focus order).

On the payment details page, the confirm email address field is not part of the tab order. This fails WCAG 2.1 success criterion 2.4.3 (focus order).

The Reset button doesn't receive a visible focus. This fails WCAG 2.1 success criterion 2.4.7 (focus visible).

When we next update the payment portal the Reset button will receive focus.

Text, links and tables

The H&F logo in the header does not have descriptive alternative text, while the H&F logo in the footer is a link but is missing alternative text meaning the purpose of the image is not presented to assistive technologies. These issues fail WCAG 2.1 success criterion 1.1.1 (non-text content) and 2.4.4 (link purpose - in context). We plan to improve the alternative text for these images when we next update the payment portal.

The social media icons in the footer are empty links meaning their purpose is not presented to assistive technology users. This fails WCAG 2.1 success criterion 2.4.4 (link purpose - in context). The icons will have link text when we next update the payment portal.

On the payment details page, the payment security logos at the bottom of the page are linked images but don't have the right alternative text. This fails WCAG 2.1 success criterion 2.4.4 (link purpose - in context).

Website code

The desktop and mobile search fields both have the same ID. This fails WCAG 2.1 success criterion 4.1.1 (parsing). 

How we tested this website

This website was last tested on 28 May 2020 by Hammersmith & Fulham Council using:

  • Accessibility insights for web
  • Browser inspection tools
  • Manual testing
  • NVDA
  • Siteimprove
  • Text spacing
  • WAVE
  • Web developer.

What we’re doing to improve accessibility

We're working with the supplier, Capita, to fix the issues in this statement and to make the system more usable for all users.

Preparation of this accessibility statement

This statement was prepared on 21 September 2020. It was last updated on 21 September 2020.