help@tenantsadvice.co.uk

0800 047 2017

Tenants Advice Blue

Accessibility statement

Last updated: 15 October 2026

What we aim for

We want as many people as possible to be able to use www.tenantsadvice.co.uk, including people with disabilities, health conditions, sight or hearing loss, or difficulty reading.

We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA. We are also committed to our duties under the Equality Act 2010, including making reasonable adjustments so that disabled people can use our services.

What we have built in

  • The site is designed to work on mobile, tablet and desktop, and text can be enlarged up to 200% without losing content.
  • We use clear headings and a simple page layout so the site works with screen readers and keyboard-only navigation.
  • Images have alt text describing what they show.
  • We’ve checked colour contrast so text is readable against backgrounds.
  • We write clearly and avoid jargon, because many of our clients are dealing with stressful housing situations.
  • An accessibility button on every page, so you can change text size, colours and contrast.
  • The text of every letter template shown on its own page, so you do not need to open a PDF or Word file to read it.
  • Forms, including the letter builder in the Residents’ Toolbox, have labelled fields and clear error messages. The letter builder also shows your finished letter as text on screen, with an option to copy the text.
  • A search box in the Residents’ Toolbox to help you find the right template quickly.
  • People who can’t or don’t want to use the website can contact us by phone, email or a callback request. Our Housing Conditions Officers also visit tenants at home.
  • On request we can provide information in other formats, such as large print, or arrange interpreters for clients whose first language isn’t English.
  • Our staff are trained to spot vulnerability and make reasonable adjustments, for example extra time, a nominated contact, or a preferred contact method.

Known limitations

Things we are aware of and working on:

  • Some of our forms, such as our claim, contact and tenancy deposit forms, are provided by Zoho and their accessibility is controlled by Zoho. In the meantime, you can do the same thing by calling us on 0800 047 2017, messaging us on WhatsApp or emailing help@tenantsadvice.co.uk.
  • PDFs created by our letter builder are not yet tagged PDFs, so they may not work fully with screen readers. The same letter is shown as text on screen in the builder, and you can copy it from there.
  • Some downloadable documents, such as letter templates or older PDFs, may not be fully accessible to screen readers. We can send them in another format on request.
  • The Residents’ Toolbox links to third-party sites and tools, including charities, food bank voucher partners, and MP and council lookups. We don’t control how accessible those are.
  • The map and filters in our support services directory may be difficult to use with a keyboard or screen reader.
  • Some content comes from other providers, such as review widgets, our cookie banner and the WhatsApp chat button, and may not work well with all assistive technology.
  • Some embedded content, such as videos, may not have captions or transcripts yet.
  • We haven’t yet had a full independent accessibility audit against WCAG 2.2 AA.

We’re working on making our downloadable letter templates and letter builder PDFs more accessible, and we are happy to commit to reviewing this regularly.

How to reach us if a page is inaccessible

If something on this website is stopping you from getting the information or service you need, please contact us:

You can also ask for information in a different format, such as larger text or translated information, or ask us to read something out to you over the phone.

We aim to respond to accessibility queries within one working day.

If we cannot resolve it

If you are unhappy with how we respond, you can make a complaint using our complaints procedure.

For independent advice about your rights under the Equality Act 2010, you can contact the Equality Advisory and Support Service (EASS).

About this statement

This statement was prepared on 15 October 2026 and is reviewed every 6 months. It is based on a review of the website carried out by our team.

See also our Customer Promise for the full list of things we commit to.