Website accessibility

This website aims to comply with Web Content Accessibility Guidelines version 2.1 Level AA. We keep the site under review to improve both its accessibility and usability. This accessibility statement applies to the website https://www.citizenhousing.org.uk/

We want as many people as possible to be able to use this website. For example, you should be able to:

·       change colours, contrast levels and fonts

·       zoom in up to 300% without the text spilling off the screen

·       navigate most of the website using just a keyboard

·       navigate most of the website using speech recognition software

·       listen to most of the website using a screen reader

We’ve also tried to make the website text as simple as possible to understand.

There is a visible Accessibility settings toolbar provided by Reachdeck to help you adjust visual settings.

If you have a disability, AbilityNet has advice on making your device easier to use: https://mcmw.abilitynet.org.uk/

We know some parts of this website are not fully accessible:

·       Some images use non‑descriptive alternative text (for example, file‑name style alt text), which may not explain the image’s purpose to screen reader users.

·       Repeated link text such as “Find out more” appears in multiple places; when taken out of context this may make link purpose unclear.

·       Many documents are provided as PDFs. Some older or externally produced PDFs may not be fully accessible to screen reader software.

·       Older news posts may reference videos/animations. Where videos are embedded, captions and/or transcripts may not always be available.

We are actively working through these issues as part of our content and template updates.

If you need information on this website in a different format, like accessible PDF, large print, easy read, audio recording or Braille, please contact us:

·       Phone: 0300 790 6555

·       Post: Citizen, Lakeside, 4040 Solihull Parkway, Birmingham, B37 7YN, UK

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, please let us know:

• Use our complaints and feedback form
• Call us on 0300 790 6555
• Talk to our chatbot, AskCiti

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the accessibility regulations. If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS): https://www.equalityadvisoryservice.com/

Citizen Housing is committed to making its website accessible, 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 (WCAG) version 2.1 AA standard, due to the non‑compliances listed below.

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

Non‑compliance with the accessibility regulations

·       Images without appropriate text alternatives – Affects WCAG 2.1 Success Criterion 1.1.1 (Non‑text Content). We are updating remaining images to ensure meaningful alt text.

·       Insufficient link context – Affects Success Criterion 2.4.4 (Link Purpose – In Context). We are revising repeated calls‑to‑action (e.g. “Find out more”) to include clearer destinations.

·       Documents not fully accessible – Affects Success Criterion 1.3.1 (Info and Relationships) and 1.4.3 (Contrast Minimum) where applicable. We are migrating essential PDFs to accessible HTML where possible and ensuring new PDFs are tagged and accessible.

·       Video captions and transcripts (legacy content) – Affects Success Criterion 1.2.2 (Captions – Prerecorded). We will ensure any new multimedia has captions and provide transcripts where needed.

Disproportionate burden

We do not currently claim any content as a disproportionate burden under the accessibility regulations. If this changes, we will update this section with details of our assessment.

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

·       PDFs and other documents published before 23 September 2018 – These are exempt unless they are essential to providing our services.

·       Third‑party content – Content supplied by third parties that is not under our control (for example, maps or embedded widgets) may be exempt. We aim to work with suppliers to improve accessibility where we can.

·       My Account portal – Our secure customer portal (https://myaccount.citizenhousing.org.uk/) runs on a separate platform with its own accessibility controls. If you experience issues using My Account, please contact us.

We are working to:

·       ensure all new documents we publish meet accessibility standards and provide HTML alternatives where appropriate

·       improve alternative text for images across the site

·       reduce ambiguous link text and make link purposes clearer

·       add captions/transcripts to any new video content and review legacy posts

·       include accessibility checks in our publishing workflow and provide staff training

This statement was prepared on 8 September 2025. It was last reviewed on 16 February 2026.

This website was last tested on 2 February 2026. The test was carried out by an internal review using manual checks.

We tested a sample of pages including the homepage, Contact us, Policies and reports (and a sample policy PDF), and How to make a complaint or give feedback.

If you contact us and are not happy with our reply, you can get help from the Equality Advisory and Support Service (EASS):

https://www.equalityadvisoryservice.com/