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Accessibility statement

This accessibility statement applies to this website ( In addition this covers and the Richmond business hub.

This website is run by Richmond Council. For specific services third party applications are used. For these we have to rely on the third party to make changes which can take longer to implement. 

Using this website

We want as many people as possible to be able to use our website. To help achieve this, we:

  • Use clear, concise, easy to understand text, aiming to always explain unfamiliar terms
  • Structure pages and headings consistently
  • Clearly identify key tasks
  • Use descriptive link texts
  • Ensure good colour contrast between text and background
  • Add alternative text to images, where appropriate

Users should be able to:

  • Zoom in up to 300% without the text spilling off the screen
  • Navigate most of the website using just a keyboard

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

How accessible this website is

As a whole this website is very accessible, but some documents may not be fully accessible to screen reader software.

There are a number of accessibility issues with our site that we are aware of and striving to rectify:

Level A accessibility issues

  • Element ids are not unique
  • Link without a text alternative
  • Inline frame without a text alternative
  • Visible label and accessible name do not match
  • Links are not clearly identifiable
  • Container element is empty (the majority of these are from Trading Standards page which we host but cannot edit)
  • Role not inside the required context
  • Empty headings

Level AA accessibility issues

  • Colour contrast is not sufficient

Best practice issues

  • Invalid state or property
  • Headings not structured 
  • State or property not supported
  • Overuse of italics
  • Some PDFs do not have titles

We are undertaking an accessibility audit to fix these issues and to ensure this site is as accessible as possible.

What to do if you can’t access parts of this website

Some services give details of the different formats their information is available in:

Adult Social Care and Public Health

If you have difficulty in understanding any of the Adult Social Care publications, and you would like them in a different language or format please call 020 8891 7971 or email

Electoral Services

Electoral Services offer information on voting for people with disabilities.

Registration Services

Registration Services can provide their literature in several accessible formats.

Other services

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

We will consider your request and get back to you within 10 days.

Reporting accessibility problems with this website

We are always looking to improve the accessibility of this website.

If you find any problems that are not listed on this page or think we are not meeting the requirements of the accessibility regulations, contact the Digital Team by emailing or submitting our website feedback online form.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the accessibility regulations. If you are 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

See contact details for our services and view our office locations.

You can visit us at the Customer Services to speak to someone in person about most services, and to use our computers to access online services or use our telephones to contact Council departments.

We provide loop hearing systems, and access to lip speakers and signers on request if you visit us at the Customer Centre.

If you are a British Sign Language user, you can use SignLive to contact us through an online professional BSL interpreter from your own device.

When you write to/email us 

We will write to you in a way which is accessible for all and easy to understand. As part of this we will provide information in other formats, where requested, in order to meet a specific need, for example, in Braille, large print and audio.

Technical information about this website's accessibility

Richmond Council is committed to making its website accessibility, 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.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they are not essential to providing our services.

We will work to ensure key new documents meet accessibility standards.

How we tested this website

To test we use Siteimprove, an automated testing system, to help us monitor and fix usability and accessibility issues as they occur.

The Digital Team also manually review and update the site to maintain any parts that automated testing cannot cover.

What we are doing to improve accessibility

When we update our website we carefully monitor new content to ensure it meets accessibility standards.

We will work to improve the accessibility of documents published on the website. 

On our links that are just identified by colour, we will include an additional visual cue so when users point to the hyperlink with their mouse or move keyboard to focus they will be able to identify the link.

Date of statement

This statement was published on 21 December 2021. 

Updated: 21 December 2021

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