Our annual landlord survey is now open. The results will feed into this year’s annual complaints review which provides an analysis of the sector’s performance. Link to survey.


The Housing Ombudsman’s accessibility statement

Accessibility statement

This accessibility statement applies to the website www.housing-ombudsman.org.uk.

This website is run by the Housing Ombudsman Service. We want as many people as possible to be able to use our website. We have 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 are aware that some parts of our website are not currently fully accessible. These are listed in the ‘Technical information about this website’s accessibility’ below.

The website was tested in June 2021 by the Central Digital and Data Office (part of the Cabinet Office) as part of its role in monitoring the adherence to the accessibility regulations.

The following areas of the website were tested:

  1. PDF : https://www.housing-ombudsman.org.uk/wp-content/uploads/2021/01/dispute_resolution_pdf_v3.pdf
  2. Home page: https://www.housing-ombudsman.org.uk/
  3. Contact us: https://www.housing-ombudsman.org.uk/contact-us/
  4. Accessibility statement: https://www.housing-ombudsman.org.uk/accessibility/
  5. Jobs: https://housing-ombudsman-careers.org.uk/jobs/
  6. Resident Panel: https://www.housing-ombudsman.org.uk/residents/resident-panel/
  7. Fact sheet: https://www.housing-ombudsman.org.uk/useful-tools/fact-sheets/
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 working 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, contact:

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).

Technical information about this website’s accessibility

The Housing Ombudsman Service 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
  1. Keyboard focus – on all pages, when tabbing through the menu, focus moves to the sub-menu items without visibly expanding the menu. This means it is difficult to tell where you are on the page as you cannot see the visible focus. These sub-menu items should not receive focus until visible. There is no visible focus around ‘start chatting. On the home page there is no focus around the radio buttons or arrows. This fails WCAG 2.4.7 Focus visible. We are working on fixing these issues.
  2. On Contact us – there is an issue in relation to the accordion format so assistive technology may provide confusing information. This fails WCAG 1.3.1 Info and Relationships. We are working on fixing these issues.
Content that’s not within the scope of the accessibility regulations

PDFs and other documents

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.

Any new PDFs or Word documents we publish will meet accessibility standards.

What we’re doing to improve accessibility

We are fixing content which fails to meet the Web Content Accessibility Guidelines version 2.1 AA standard as soon as possible.

We will update this page when issues are fixed.

We will do our own accessibility audit and then audit the site once a year to cover accessibility issues. 

Preparation of this accessibility statement

This statement was prepared on 23 September 2020.  It was last reviewed on 21 June 2022.

This website was last tested on 21 September 2020. The test was carried out by Connect Internet Solutions. It was tested using a combination of automated testing of the full website and manual checks of five key pages – the home page, news section, make a complaint, contact us and resident hub.

The website was then tested on 1 June 2021 by the Central Digital and Data Office (part of the Cabinet Office) as part of its role in monitoring the adherence to the accessibility regulations, and retested on 3 May 2022. We are working on improving the accessibility of this website as soon as possible and will update this statement when issues are fixed.

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