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 accessibility statement applies to My Account:

Using this service

This website is run by Hammersmith & Fulham Council. 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 this website is

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

  • some form fields are missing labels
  • some elements such as date pickers are not accessible by just a keyboard
  • validation messages are not associated with form fields
  • not all elements are highlighted with a focus ring

Feedback and contact information

If you have difficulty using this service, you can:

Reporting accessibility problems with this website

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 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 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 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.

Technical information about this service’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 listed below.

Non-accessible content

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

Non-compliance with the accessibility regulations

Keyboard navigation

When navigating forms using a keyboard some fields are inadvertently skipped.

Skipped elements include:

  • date pickers
  • 'edit' and 'delete' buttons for uploaded documents

This fails WCAG 2.1 success criterion 2.1.1 (keyboard).

Focus indicator not visible

When navigating forms using a keyboard or assistive technology users rely on focus indicators to highlight what element is currently selected. The focus indicator is not visible on the following buttons within forms:

  • add record
  • previous
  • next
  • cancel
  • submit

This fails WCAG 2.1 success criterion 2.4.7 (focus visible).

Sequence not clear

When pop-ups appear on screen, the keyboard focus does not move directly to it. Instead, users have to cycle through the background elements before landing on the pop-up.

This affects:

  • save confirmations
  • notifications of invalid data
  • exit confirmation messages

This fails WCAG 2.1 success criterion 1.4.10 (reflow).

Validation messages

Validation messages are not associated with their input fields. This means users may not understand which fields require adjustment to submit. This fails WCAG 2.1 success criterion 3.3.1 (error identification).

The message given, 'This field is required', does not offer any suggestions on how users can fix the issue. This fails This fails WCAG 2.1 success criterion 3.3.3 (error suggestion).

Hint text

Hint text and additional information given with some form fields are not associated with the form field or fieldset element. This means they will not be read out by assistive technologies when the form field has focus. This fails WCAG 2.1 success criterion 1.3.1 (info and relationships) and 3.3.2 (labels and instructions).

Hint text elements have also been incorrectly given an aria alert role. The alert role is used to communicate important information and in this instance, will be announced by screen readers as soon as a page loads. This may confuse screen reader users as the hint text being read out will have no context. This fails WCAG 2.1 success criterion 4.1.3 (status messages).

Missing labels

Form labels tell users what type of data should be entered into each field: For example: name, address or date of birth.

Some labels have been hidden and replaced with normal text so that links to other pages or documents can be included. This means that assistive technology users may not know what information needs to be entered into the form field.

On the Temporary event notice application form, the label for the Issuing Authority select options field is not announced by screen readers.

These issues fail WCAG 2.1 success criterion 1.3.1 (info and relationships) and 3.3.2 (labels or instructions).


The contrast between red info text and white background is too low. This fails WCAG 2.1 success criterion 1.4.3 (contrast - minimum).


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 will replace the document with an accessible version in April 2021.

Disproportionate burden

Not applicable

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

Not applicable

What we’re doing to improve accessibility

We're working with the supplier Granicus 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 23 September 2019. It was last reviewed on 8 April 2021.