Accessibility statement

This statement covers the London Borough of Redbridge’s Website. 

Currently, on our site you will be able to: 

What our site enables you to do  

  • use assistive technology like a screen reader or speech recognition software 
  • use browser customisations like increasing magnification or changing colours 
  • navigate pages with your mouse or keyboard 
  • click on small links or buttons 
  • read PDF documents with assistive technology 
  • read text if you cannot change the size or colour 
  • understand the text if it’s not in plain English 
  • understand audio from February 2020 or video if there’s no transcript or captions 
  • understand images if there’s no alternative or descriptive text 
  • use Recite me to help with accessibility and if you need to read our content in a different language 

This website is run by the London Borough of Redbridge. 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) 

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. 


How accessible this website is 

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

  • the text will not reflow in a single column when you change the size of the browser window 
  • you cannot modify the line height or spacing of the text 
  • most older PDF documents are not fully accessible to screen reader software 
  • live video streams do not have captions 
  • some of our forms may be difficult to navigate using just a keyboard 


Feedback and contact information 

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille 

We’ll consider your request and get back to you in 10 days. 

Reporting accessibility problems with this website 

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, you can report web accessibility issues to the Web Content Team online.

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 D/deaf, hearing impaired or have a speech impediment. 

Our offices have audio induction loops, or if you contact us before your visit we can arrange a British Sign Language (BSL) interpreter. 

Find out how to contact us.


Technical information about this website’s accessibility 

 The London Borough of Redbridge 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 

Our website is partially compliant with WCAG 2.1 AA standard, we are currently finalising areas left in scope with a plan that these areas will be compliant by December 201920 

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliance.  

Non-accessible content 

The content listed below is non-accessible and is currently in progress and the work should be completed by December 2020. 

Work in progress 

  • PDF forms: we still have some forms which are not online. We are working through all Redbridge forms to bring these online. We will work with external providers with regards to externally created PDF forms. Redbridge forms should be complete by December 2020. 
  • Council strategies and policies: while most of our strategies and policies are accessible documents, we are working to move these online as much as we can so they can be accessed as easily as possible.  
  • Presentations: We are working to remove presentations and publish relevant content on our pages 

Services with wholescale reviews pending 

  • Social housing and housing options: we are working through our housing page content to improve accessibility, particularly of documents. Fire safety reports will stay in the current format. 
  • Licensing: A number of statutory documents will remain online but we will be making forms and information into page content where possible. 
  • Planning and building: projects are underway to redesign planning content and improve documentation. Many documents have already been created into page content. 
  • Roads and pavements: a review of all policies, strategies and forms is underway 
  • Schools: content is being migrated from PDF into page content 

Services with minor amendments pending 

Adoption, benefits, ceremonies, Council Tax, community safety, parking, young people, private housing


Areas that are not in scope 

  • Redbridge Life: Redbridge Life will remain online as a PDF, the content is available across the website but this gives the opportunity for residents to review past copies. All residents receive print copies as well. 
  • Coronavirus information: we have worked to ensure all content in our coronavirus hub is accessible and available in multiple formats. Some inaccessible formats remain to serve particular community groups who may have difficulty accessing the information on our pages. All information is supplied in page content and where possible other formats so all our residents and communities have the chance to access important information. 
  • Maps 
  • Statutory publications 


Non-compliance with the accessibility regulations 

  • We plan to add text alternatives for all images by January 2021. When we publish new content we’ll make sure our use of images meets accessibility standards. 
  • We tend to avoid using images with text, however if we do, we will always include text in the image alt text or the page content. 
  • We are consistently working to improve our content to make it understandable and easy to read. We are aware there are some pages and documents on our website that we do not consider to be in plain English. We are reviewing all of our web content on a continual basis to make it easier to understand. 
  • Our payment pages (/ contain forms that have missing or multiple labels (4.1.2 - Name, Role, Value), missing headings (1.3.1 - Info and Relationships) and elements with duplicate IDs (4.1.1 - Parsing). We are replacing these pages with a new payment product in May 2021. 
  • Some of our democratic services pages contain forms that have missing labels (4.1.2 – Name, Role, Value) and although meeting agendas and minutes are listed as HTML, their pdf equivalents are not fully accessible. We are working with our system supplier to improve this. 
  • Some pages on our Council Tax, Business Rates and Housing Benefit portals are constructed using non-compliant HTML which fails WCAG 4.1.1 – Parsing. This may adversely affect the use of some assistive technologies, if this is the case then please let us know so that we can pass this information on to the supplier of the portal.
  • The heading structure of pages, and some labels on search pages on our Planning portal are not suitably descriptive (2.4.6 - Headings and Labels). Although mostly navigable by keyboard there are some buttons that are not accessible (2.1.1 - Keyboard), and occasions where a visible focus is lost (2.4.7 - Visible Focus). We are working with the supplier of the portal to fix these issues by June 2021.
  • The same problems can be found in the Building Control, Enforcement and Pre-app portals. In addition there are pages in these portals where element IDs are repeated (4.1.1 - Parsing) which may cause problems with some assistive technologies, and error messages that do not meet the required contrast levels (1.4.3 - Contrast). These issues will be fixed by the supplier of the portals by June 2021.

Interactive tools and transactions 

Some of our interactive forms are difficult to navigate using a keyboard. For example, because some form controls are missing a ‘label’ tag. 

Our forms are built and hosted through third party software and ‘skinned’ to look like our website. 

We’ve assessed the cost of fixing the issues with navigation and accessing information, and with interactive tools and transactions. We believe that doing so now would be a disproportionate burden within the meaning of the accessibility regulations. We will make another assessment when the supplier contract is up for renewal, likely to be in 2021.


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

PDFs and other documents 

  • 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. By September 2020, we plan to either fix these 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 commit to providing accessible versions of documents on our site, regardless of age, wherever possible. There may be instances of third party produced documents that we must publish that do not adhere to accessibility guidelines but we will mitigate against this where we can. 
  • Any new PDFs or Word documents we publish will meet accessibility standards. 
  • Live video 
  • We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations. 


What we’re doing to improve accessibility 

Our accessibility roadmap shows how and when we plan to improve accessibility on this website:

  • By end of September: all priority content reviewed and published in accessible formats 
  • By end of October: all post-2018 non-statutory and non-compliant PDFs made accessible or removed from site. 
  • By end of December: all forms to be available online rather than PDF format, apart from third party forms and those posing any data protection risk. 
  • Ongoing: we commit to continually reviewing our content to make sure it is understandable, easy to read and written in plain English. 


Preparation of this accessibility statement 

This statement was prepared on 22 September 2020. It was last reviewed on 22 September 2020. 

This website was last tested on 22 September 2020. The test was carried out by London Borough of Redbridge using Sitemorse across all pages. 


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