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This website is designed to be used by as many people as possible

This accessibility statement applies to the London & Quadrant Housing Trust Housing Trust (L&Q) corporate website (

This website is run by L&Q. We want as many people as possible to be able to use this website and regularly make changes to improve the website’s accessibility level. 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:

  • some of our PDF documents are not fully accessible and navigable for screen reader software
  • some pages and online forms are difficult to navigate using a keyboard
  • you cannot navigate through all the page content easily using a screen reader
  • some pages do not have headings in a logical size order and so it makes it difficult to follow the content using a screen reader
  • Our videos don't have captions

How to request information in an accessible format

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, please contact our customer service centre by:

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems which aren’t listed on this page or if you think we aren’t meeting accessibility requirements, please send a message to our website team.

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, please contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

If you visit in person, 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 and where our office locations are by visiting our contact us page.

Technical information about this website’s accessibility

L&Q 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-compliance with the accessibility regulations

Our website currently fails on the following WCAG 2.1 success criterion:

1.1.1 Non-text Content (H30 - Providing link text that describes the purpose of a link for anchor elements).

Unclear or the same link text is used multiple times for a button on a page. These links will be updated by early March 2021.

1.2.1 Audio-only and Video-only (Prerecorded), 1.2.2 Captions (prerecorded) and 1.2.3 - Audio Description or Media Alternative (Prerecorded)

We do not have captions or an alternative for videos on our website. We have very few videos on the website. Most content is available in text form.

1.3.1 Info and Relationships (C22 - Using CSS to control visual presentation of text and G141 - Organizing a page using headings) and 1.3.2 - Meaningful sequence

Headings are not always structured in a logical order on the page and so it is difficult to navigate and read the information on a page programmatically. The headings will be updated by the end of March 2021.

2.1 - Keyboard Accessible

Some of our pages and webforms would not allow a user to complete the form easily using just a keyboard interface.

4.1.1 Parsing (G134 - Validating Web pages, G192 - Fully conforming to specifications, H75 - Ensuring that Web pages are well-formed and H88 - Using HTML according to spec). 

On some of our content pages, some elements have incomplete start and end tags and some of the page elements are not nested according to their specifications. This means that some user agents or assistive technologies, are unable to accurately interpret and parse the content on our website. This will be resolved by the end of March 2021.


What we’re doing to test and improve accessibility

How we test the website

We run a weekly test of all our web pages against the W3C WAI Web Content Accessibility Guidelines version 2.1  using the automated Sitemorse tool. This tests against all the criteria in the guidelines which can be automated.

The website and digital team review this report weekly and prioritise any issues identified. Our aim is to resolve high priority issues on our live website within a month of the report.

As of 19 February 2021, all high priority issues identified in the report have been resolved. We are working through the secondary and tertiary priorities in the report.

In 2021, we will be conducting periodic manual tests of the website and online account to test the WCAG regulations which cannot be automated. 


Future accessibility improvements

We are planning to address the following accessibility issues by the end of April 2021:

  • test navigability of the website using keyboard and mouse only to identify remedial actions
  • update our online forms so they can navigated using only a keyboard on mobile devices
  • make sure all links on pages clearly state their purpose and open within the browser or clearly state that they will open a new window
  • updating the ordering of page headings


Preparation of this accessibility statement

This statement was prepared on 13 October 2020. It was last reviewed on 19 February 2021.