Accessibility statement for My Account

This service is part of the wider H&F website. There’s a separate accessibility statement for the main H&F website.

This page only contains information about My Account:

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:

  • you cannot skip to the main content using a keyboard
  • some of our forms are difficult to navigate using just a keyboard
  • not all elements are highlighted with a focus ring

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

If you have difficulty using this service, you can:

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

Alternatively, you can download an app provided by Next Generation TextService.

If you need to visit us in person, our customer service centre is wheelchair accessible and has a portable hearing loop.

Find contact details for council services.

Reporting accessibility problems with this service

We're always looking to improve the accessibility of My Account.

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 service’s accessibility

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

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

Some of our forms are difficult to navigate using a keyboard. For example, because some form controls are missing a ‘label’ tag. This fails WCAG 2.1 success criterion 1.3.1 (information and relationships).

In some places, the contrast between text and background is too low. This fails WCAG 2.1 success criterion 1.4.3 (contrast - minimum).

The feedback widget can't be accessed by a keyboard. This fails WCAG 2.1 success criterion 2.1.1 (keyboard).

Some elements such as buttons don't become highlighted with a focus ring when using a keyboard to navigate a page. This fails WCAG 2.1 success criterion 2.4.7 (focus visible).

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

We link to a PDF from the 'apply for housing register form'. The PDF is the 'housing medical assessment form' and is not accessible. We plan to fix or replace all documents which are essential for service delivery with accessible HTML pages by September 2020.

We don't embed videos or maps on any forms in My Account. If this changes we will ensure they are accessible or provide an accessible alternative.  

How we tested this website

This website was last tested on 19 September 2019 by the Hammersmith & Fulham web team using Siteimprove, Wave and NVDA.

What we’re doing to improve accessibility

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

This statement was prepared on 23 September 2019. It was last updated on 11 August 2020.