Accessibility statement for the local support payment form

This accessibility statement applies to the local support payment form. There’s a separate accessibility statement for the main H&F website.

This service is part of the Royal Borough of Kensington & Chelsea (RBKC) website and is run by Hammersmith & Fulham Council and RBKC through our third-party supplier Civica.

How accessible this website is

We know some parts of this website are not fully accessible:

  • most form fields and all checkboxes are not associated with the visible labels
  • error messages do not list all invalid entries
  • it is not clear which form fields are mandatory or optional
  • the help icons do not provide any hints
  • all pages have the same title.

Feedback and contact information

If you need help using this service call the RBKC benefits team on 020 7361 3006 or email

Reporting accessibility problems with this service

We're always looking to improve the accessibility of the local support payment form.

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).

Technical information about this website’s accessibility

Hammersmith & Fulham and RBKC are 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 not compliant with the Web Content Accessibility Guidelines version 2.1 AA standard. The non-compliances are listed below.

Non-accessible content

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

Non-compliance with the accessibility regulations

Colour contrast

There is not enough contrast between the white text and green background meaning it does not meet minimum contrast requirements. This fails WCAG 2.1 success criterion 1.4.3 (contrast - minimum).

Interactive tools and transactions

Error messages are only given at the top of the page but only include the first error made if there are multiple invalid entries. The messages are also not marked up in a way that will allow screen readers to announce them to users. This fails WCAG 2.1 success criterion 3.3.1 (error identification) and 4.1.3 (status message).

Some questions do not need to be answered but this has not been clear. This fails WCAG 2.1 success criterion 2.4.6 (headings and labels) and 3.3.2 (labels or instructions).

There are issues around form labels:

  • many labels are not correctly associated with form inputs meaning assistive technology users won’t know the purpose of the form input
  • some labels have the same ID
  • some label tags are not closed and are missing text.

These issues fail WCAG 2.1 success criterion 1.3.1 (info and relationships), 2.4.6 (labels and headings), 4.1.2 (name, role, value). Where a form input has a title, this may be read out by assistive technologies.

Checkbox items missing labels and are not grouped in a fieldset with a descriptive legend. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships), 3.3.2 (labels or instructions) and 4.1.2 (name, role, value).

The help icons next to some questions are not interactive nor do they show content on hover. The hint text they provide has been implemented as alternative text meaning it unavailable for most users. This fails WCAG 2.1 success criterion 3.3.2 (labels or instructions).

Autocomplete tokens are not used on relevant form fields. 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.


The form does not have a specified language setting. This fails WCAG 2.1 success criterion 3.1.1 (language of page).

Navigation and accessing information

The skip to main content link doesn’t work as the link destination doesn’t exist. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships) and 2.4.1 (bypass blocks).

Some users may find it hard to discern what page they are on as all pages have the same page title. This fails WCAG 2.1 success criterion 2.4.2 (paged title).


Some users may find it difficult to complete the form on a mobile device as the content doesn’t reflow into a single column. This fails WCAG 2.1 success criterion 1.4.10 (reflow).

The questions on each page are presented in a form element meaning there should be a submit button to ensure predictability. The next button should provide this function but it is a link and not marked up in a way to do this. This fails WCAG 2.1 success criterion 3.2.2 (on input) and 4.1.2 (name, role, value).

Disproportionate burden

Not applicable.

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

Not applicable.

How we tested this service

This service was last tested on 23 September 2020 by Hammersmith & Fulham Council using:

  • Accessibility insight for web
  • Browser inspection tools
  • Manual testing
  • NVDA
  • Siteimprove
  • WAVE
  • Web developer.

What we’re doing to improve accessibility

We're currently working with RBKC and Civica on redesigning the local support payment form to fix the accessibility issues in this statement and to make the system more usable for all users.

We're aiming to launch the new form before the end of 2020.

Preparation of this accessibility statement

This statement was prepared on 23 September 2020. It was last reviewed on 9 April 2021.