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Using brain science to help families thrive

Accessibility statement for Family Support

This website is run by Family Support.

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

  • change colours, contrast levels and fonts
  • zoom in up to 200% 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 (including the most recent versions of JAWS, NVDA and VoiceOver)

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:
  • the colour contrast on some page elements is insufficient to be easily discernible for all users
  • some images are missing alternative text
  • the heading structure on some pages doesn't follow a logical order
  • links in the footer don't receive focus
  • some links do not have a discernible name

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 14 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, please contact us:

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).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are Deaf, hearing impaired or have a speech impediment.

Alternatively, you can use Relay UK service. Relay UK (previously Next Generation Text) - helps people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service.

Technical information about this website’s accessibility

Family Support 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 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

Colour contrast

There are several colour contrast issues across the site where the contrast ratio does not meet the requirements of 4.5:1 for normal text and 3:1 for large text, form labels and form fields with their backgrounds. This fails WCAG success criterion 1.4.3 (contrast - minimum) and 1.4.11 (non-text contrast).

Images, video and audio content

Some images are missing an alt attribute. This fails WCAG 2.1 AA success criterion (non-text content). The alt text for some images and image links is the same as adjacent link text and results in additional navigation and repetition for keyboard and screen reader users. This fails WCAG 1.1.1 (non-text content) and 2.4.4 (link purpose - in context).

Interactive tools and transactions

The search field is missing a submit button - when you click on the search icon it reloads the page. The icon is wrapped in an anchor tag and isn’t a button. This fails WCAG 2.1 AA success criterion 3.2.2 (on input) and 4.1.2 (name, role, value).

The search field is also missing a label meaning assistive technology users may not know what the field is for. This fails WCAG 2.1 AA success criterion 3.3.2 (labels or instructions).

The feedback form has a visually hidden label that would be read out to assistive technology users. However, the label isn’t descriptive like the text that is visible. This fails WCAG 2.1 AA success criterion 2.4.6 (headings and labels).

Navigation and accessing information

The ‘Skip to main content’ link is broken. This fails WCAG 2.1 AA success criterion 2.4.1 (bypass blocks). The latest news pages all have the same page title - this should unique to each page. This fails WCAG 2.1 AA success criterion 2.4.2 (page titled).

PDFs and other documents

Some PDFs have not been tagged for reading order. This fails WCAG 2.1 success criterion 4.1.2 (name, role value).


At 200%, the sticky navigation overflows on to the content area. When you hover or focus on one of the buttons it the change in state makes the button text overlay the content and unreadable. This fails WCAG 2.1 AA success criterion 1.4.4 (resize text).

The footer links don’t receive visible focus. This fails WCAG 2.1 AA success criterion 2.4.7 (focus visible).

The trust pilot reviews and left and right arrows aren’t keyboard accessible. This fails WCAG 2.1.1 (keyboard).

Some content doesn’t display correctly on mobiles with small screens. This fails WCAG 2.1 success criterion 1.4.10 (reflow).

Text, links and tables

Some pages have empty headings meaning no information will be presented to users of assistive technologies and may introduce confusion.

On some pages heading levels are skipped for example from H1 to H3. Headings provide document structure and facilitate keyboard navigation by users of assistive technology. These users may be confused or have trouble navigating when heading levels are skipped.

These issues fail WCAG 2.1 success criterion 1.3.1 (info and relationships) and 2.4.6 (heading and labels).

There are various instances where the link text is too generic and doesn’t make sense out of context. This issue relates to the same link text being used to go to different URLs. This fails WCAG 2.1 AA success criterion 2.4.4 (link purpose – in context).

Tables with multiple columns of data should have their first row of cells marked up as header cells. This fails WCAG 2.1 AA success criterion 1.3.1 (info and relationships).

Website code

In the breadcrumb an aria-labelledby has been used incorrected to name an aria role. The aria-labelledby attribute is also referencing an ID that doesn’t exist. Both issues fail WCAG 2.1 AA success criterion 1.3.1 (info and relationships) and 4.1.2 (name, roll, value).

The IDs for the desktop and mobile search fields are the same when each element should have a unique ID. This fails WCAG 2.1 AA success criterion 1.3.1 (info and relationships) and 4.1.1 (parsing).

Disproportionate burden

Not applicable.

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

PDFs and other documents (pre-Sept 2018)

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.

Pre-recorded media

The current podcasts and videos on the website were published before September 2020 and are exempt from meeting the regulations. Where possible we have tried to ensure captions are available on videos. We won’t go back and provide transcripts for the podcasts but will respond to any requests for these.

How we tested this service

This service was last tested on 17 August 2020 by Hammersmith & Fulham Council using:

  • Accessibility insights for web
  • Browser inspection tools
  • Manual testing
  • NVDA
  • Siteimprove
  • Test spacing
  • WAVE
  • Web developer

What we’re doing to improve accessibility

We're working with the supplier, Agilisys, to fix the issues in this statement and to make the system more usable for all users.

Preparation of this accessibility statement

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