Accessibility

We want our website and services to be easy to use and accessible for everyone.

I can't see very well

Ways to change the colours, contrast and size of text on your computer or web browser. Make things easier for you to see.

I'm blind

These guides explain ways to make things easier for people who are blind, like how to make your computer speak out loud.

Keyboard and mouse

Here's some ways to make your keyboard more accessible, slow your mouse down, set up voice recognition and other tips.

Assistive toolbar 

We’ve added the Recite toolbar to help make our website more accessible. It‘s got lots of helpful features, including: a screen reader, screen mask, dictionary and language translation. And you can change the style and layout of pages to suit you, including changing the colours, fonts and spacing. Click on the ‘Accessibility and languages’ button or menu item to turn the toolbar on.

SignVideo

We use a sign language service for customers who use British Sign Language. The live service, provided by SignVideo, will enable you to contact us using British Sign Language. When you click the button (below), you’ll be connected to an interpreter from SignVideo who'll interpret your call.

Connect to an interpreter

To use SignVideo you'll need:

  • A PC, Mac or laptop with a webcam or a tablet or smartphone
  • Chrome (PC and Mac), Firefox (Pc and Mac), Mac Safari 11, iOS 11 Safari and Android 4.0 upwards
  • Bandwidth that is:
    • Minimum 512kbps
    • Recommended 1 mbps upload for HD Video
    • Maximum 1.5 mbps

This service is free from your own home and is available during office hours (that’s 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on Fridays). For troubleshooting and technical guidance, please contact Sign Video directly on help@signvideo.co.uk or call 020 3388 0771.

Text service: report repairs out of office hours

If you’re hard of hearing or find calling on the phone difficult, you can use our text service to report a repair when our offices are closed (evenings/weekends):

 

  • Send your text message to 07797805470
  • Start with the word ‘csinfo’. This must written all in lower case, with a space after it, before your message
  • Write ‘VIVID’, then your name, address and post code
  • Then give the details of your repair
  • Send the message.

You’ll get a text to let you know that the message has been received and what happens next. This isn’t an automatic reply, but sent by a member of the team, so it may take a bit of time to come through. 

Accessibility statement

 

These websites are run by VIVID. We want as many people as possible to be able to use the websites. For example, that means you should be able to:

 

Main website:

  • Use the Recite assistive toolbar for accessibility options including: a screen reader, ruler, screen mask, magnifier, margins and dictionary. Users can customise the styling including the colour scheme, font style, size, colour, and spacing. And the translation tool converts text to other languages, with a text to speech option for 35 languages.
  • Navigate most of the website using just a keyboard

 

Sales website:

  • Navigate most of the website using just a keyboard
  • Accessibility options allow users to view pages with a choice of layouts, font sizes and colour contrasts.

 

Online customer account:

  • Navigate most of the website using just a keyboard.

 

We’ve also made the text as simple as possible to understand on most pages on the websites and will continue to review this as part of our ongoing improvements.

If you have a disability, visit the AbilityNet website for advice on making your device easier to use.

We know some parts of the websites are not fully accessible:

 

Main website:

  • Most documents aren’t fully accessible – you can contact us to request this information in an alternative version (contact details below)
  • The chatbot isn’t accessible by keyboard navigation
  • The language, layout and image descriptions on some pages could be improved further – we’re addressing this as part of our ongoing website improvements.

 

Sales website:

  • Most documents aren’t fully accessible – you can contact us to request this information in an alternative version (contact details below)
  • Some link text could be clearer, so it’s obvious where the link takes users. We’re addressing this issue
  • Some heading formats may be confusing to users accessing the site using screen readers. We’re addressing this point
  • All videos have subtitles, and we’re adding transcripts to make videos more accessible
  • The language, layout and image descriptions on some pages could be improved further – we’re addressing this as part of our ongoing website improvements.

 

Online customer account:

  • The system can be slow and there are a few issues that can cause disruption e.g. the system logging users out without warning and actions failing to save. These points have been raised with the third-party supplier, unfortunately they are out of our control. We’ll continue to press for fixes
  • The chatbot isn’t accessible via keyboard navigation
  • Some link text could be clearer, so it’s obvious where the link takes users. We’re addressing this as part of our ongoing website improvements
  • There’s an issue navigating the reCAPTCHA (I’m not a robot) checkbox on the main website when using the keyboard. We’ve raised this issue with the relevant third-party supplier 
  • The language and layout on some pages could be improved further – we’re addressing this as part of our ongoing website improvements
  • We’re adding the Recite assistive toolbar to the website to offer accessibility options including: a screen reader, ruler, screen mask, magnifier, margins and dictionary. This will allow users to customise the styling including the colour scheme, font style, size, colour, and spacing. And the translation tool converts text to other languages, with a text to speech option for 35 languages.

If you need information on these websites in a different format, e.g. large print:

We’ll consider your request and aim to acknowledge it by the end of the next working day.

We’re always looking to improve the accessibility of our websites. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, email: communications@vividhomes.co.uk.

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).

We use a sign language service for customers who use British Sign Language. The live service, provided by SignVideo, will enable you to contact us using British Sign Language. When selected, you’ll be connected to an interpreter from SignVideo who'll interpret your call. Find out more on this page.

VIVID is committed to making its websites accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Main website:

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

  • Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on our policies, and forms published as Word documents. Most documents aren’t fully accessible. This fails the success criteria WCAG 2.1 AA. We plan to have all documents accessible by July 2021. When we publish new documents we’ll make sure they meet accessibility standards
  • We’ve reviewed the website for accessibility issues, and further reviews are planned to be completed by July 2021. If you spot any issues, please let us know so we can work to address them.

Disproportionate burden

  • ·The chatbot isn’t accessible via keyboard navigation. This fails the success criteria WCAG 2.1.1 A. This is an issue with the third-party software. We approached the supplier for a solution but there is no imminent fix, they will address this point in due course, and we’ll them update the software. Introducing an alternative chatbot system would currently be a disproportionate burden.

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

  • 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

  • Third party content – This is content that we don’t control, as we don’t pay to use it or develop it.

 

Sales website:

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

  • Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on our policies. Most documents aren’t fully accessible. This fails the success criteria WCAG 2.1 AA. We plan to have all documents accessible by July 2021. When we publish new documents, we’ll make sure they meet accessibility standards
  • Some link text could be clearer, so it’s obvious where the link takes users. This fails the success criteria WCAG 2.4.4 A. All link text is being reviewed and made clearer. This will be completed by the end of November 2020
  • Some heading formats are confusing to users accessing the site using screen readers. This fails the success criteria WCAG  1.3.2 A and 2.4.6 AA. We’re addressing these points and all heading settings will be compliant by 1 November 2020
  • We’ve reviewed the website for accessibility issues, and further reviews are planned to be completed by July 2021. If you spot any issues, please let us know so we can work to address them.

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

  • Third party content – This is content that we don’t control, as we don’t pay to use it or develop it
  • All videos have subtitles, and we’re adding transcripts to make videos more accessible. However, pre-recorded audio and video published before 23 September 2020 is exempt from the regulations. We’ll ensure the subtitles of all new videos added to the website are fully accurate.

 

Online customer account:

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

  • There’s an issue navigating the reCAPTCHA (I’m not a robot) checkbox on the main website when using the keyboard. This fails the success criteria WCAG 2.4.7 AA. We’ve raised this issue with the relevant third-party supplier and are working to address this issue by December 2020. 

  • Some link text could be clearer, so it’s obvious where the link takes users and if it downloads a document. This fails the success criteria WCAG 2.4.4 A. All link text is being reviewed and made clearer. This will be completed by the end of October 2020

  • Some links open in a new window without informing the user. This fails the success criteria WCAG 3.2.2 (G201) A. All link text is being reviewed and made clearer. This will be completed by the end of October 2020

  • We’ve reviewed the website for accessibility issues, and further reviews are planned to be completed by July 2021. If you spot any issues, please let us know so we can work to address them.

Disproportionate burden

  • The chatbot isn’t accessible via keyboard navigation. This fails the success criteria WCAG 2.1.1 A. This is an issue with the third-party software. We approached the supplier for a solution but there is no imminent fix, they will address this point in due course, and we’ll them update the software. Introducing an alternative chatbot system would currently be a disproportionate burden.

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

  • 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

  • Third party content – This is content that we don’t control, as we don’t pay to use it or develop it.

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

 

Main website:

This website was last tested on 29 July 2020. The test was carried out by Penny Everett, Web Accessibility Consultant for VerseOne Technologies Ltd.

Information on how the audits were conducted can be found within the audit reports.

You can read the full accessibility audit reports and our action plans:

Design audit and action plan (624kb, pdf)

Content audit and action plan (645kb, pdf)

 

Sales website:

This website was last tested on 7 August 2020. The test was carried out by Penny Everett, Web Accessibility Consultant for VerseOne Technologies Ltd.

Information on how the audits were conducted can be found within the audit reports.

You can read the full accessibility audit reports and our action plans:

Design audit and action plan (275kb, pdf)

Content audit and action plan (770kb, pdf)

 

Online customer account:

This website was last tested on 13 August 2020. The test was carried out by Penny Everett, Web Accessibility Consultant for VerseOne Technologies Ltd.

Information on how the audits were conducted can be found within the audit reports.

You can read the full accessibility audit reports and our action plans:

Design audit and action plan (314kb, pdf)

Content audit and action plan (697kb, pdf)

 

Still need help?

If you need a document in large print or another language, just ask. And if you find a part of our website that's not accessible, please let us know so we can work to fix it

Get in touch