This accessibility statement applies to camden.gov.uk.
It does not apply to other Camden websites, such as the Camden Account.
Other Camden websites
You may need to use other Camden websites to access council services. Many of these websites have been developed by third parties and have different levels of accessibility.
Third-party websites include, but are not limited to:
We are working to assess the accessibility of all websites owned or funded by Camden. We will publish an accessibility statement for each site and ask suppliers to fix accessibility issues. Each statement will be linked from the footer of the relevant website.
Any new third-party website is required to meet at least the AA standard of the latest version of the Web Content Accessibility Guidelines.
Using this website
This website is run by Camden council. 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 400% without the text spilling off the screen
- navigate most of the website using a keyboard or speech recognition software
- listen to most of the website using a screen reader, including the most recent versions of JAWS, NVDA and VoiceOver
AbilityNet has advice on making your device easier to use if you have a disability.
How accessible this website is
We know that some parts of this website are not fully accessible:
- many PDF documents are not accessible
- web chat services are difficult or impossible to navigate with assistive technology
- feedback pop-ups are difficult or impossible to use with a screen reader
- form errors are not announced by a screen reader
- graphics which indicate required form fields have poor colour contrast
Feedback and contact information
Contact us if you:
- find any problems not listed on this page
- think we’re not meeting accessibility requirements
- need information in a different format, such as plain text, large print, easy read, audio recording or braille
Email us at [email protected]
We will reply within 2 weeks. Some issues may take longer to fix. We will keep you updated on what happens next.
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).
Technical information about this website's accessibility
The London Borough of Camden is committed to making this 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 2.2 AA standard, due to ‘the non-compliances’ listed below.
Non-accessible content
The content listed below is non-accessible for the following reasons.
Non-compliance with the accessibility regulations
Form errors not conveyed to assistive technology
There are instances where errors on the form are not conveyed to assistive technology.
WCAG 2.2 violation(s): 3.3.1 Error Identification (A)
Occurrences: Complaints form
Low graphics contrast
The required field graphic on some forms falls below the minimum contrast ratio (3:1).
WCAG 2.2 violation(s): 1.4.11 Non-Text Contrast (AA)
Occurrences: Complaints form
Document structure may be confusing
On some category pages, the heading structure may be confusing for screen reader users. Some heading levels are skipped.
WCAG 2.2 violation(s): 2.4.6 Headings & Labels (AA)
Occurrences: category pages
Form button sizes are too small
Buttons used to attach document evidence in forms are smaller than minimum size.
WCAG 2.2 violation: 2.5.8 Target Size (AA)
Occurrence: Complaints form
No review before submitting
Some forms do not allow users to review or confirm their answers before submitting.
WCAG 2.2 violation: 3.3.4 Error Prevention (AA)
Occurrence: Complaints form
Content does not reflow on mobile or zoomed views
When uploading evidence in forms, the page becomes wider than the screen making navigation more difficult for users on mobile devices or at higher zoomed views.
WCAG 2.2 violation: 1.4.10 Reflow (AA)
Occurrence: Complaints form
Form labels are announced repeatedly
Each form question is announced multiple times by screen readers.
WCAG 2.2 violation: 4.1.2 Name, Role, Value (A)
Occurrence: Complaints form
Keyboard focus order is not logical
Keyboard focus moves to the webchat component immediately after title, which can be confusing and mean users lose their place on the page.
WCAG 2.2 violation: 1.3.2 Meaningful Sequence (A)
Occurrence: Pay rent webchat
Webchat label is unclear
The webchat pop-up is announced to screen reader users as 'Camden logo chat with us’ which does not clearly describe the purpose of webchat support.
WCAG 2.2 violation: 4.1.2 Name, Role, Value (A)
Occurrence: Pay rent webchat
Assistive technology users cannot navigate webchat
Screen reader users can encounter difficulties using webchat and are not alerted to new messages.
WCAG 2.2 violation: 2.4.3 Focus Order (A)
Occurrence: Pay rent webchat
Webchat does not adapt to zoom levels
At 400% zoom, the webchat pop-up takes up page room and makes pages difficult or impossible to use.
WCAG 2.2 violation: 1.4.10 Reflow (AA)
Occurrence: Report a housing repair webchat
Text does not resize in pop-ups
When text size is increased, the webchat pop-up does not appropriately resize but remains the same size.
WCAG 2.2 violation: 1.4.4 Resize Text (AA)
Occurrence: Report a housing repair webchat
Webchat is not accessible to assistive technology users
Screen reader and speech recognition users cannot access or activate buttons in webchat and can encounter difficulties navigating.
WCAG 2.2 violation: 2.4.3 Focus Order (A), 4.1.2 Name, Role, Value (A)
Occurrence: Report a housing repair webchat
Keyboard focus order is not logical
Keyboard focus moves to the webchat component at the end of the page, which can be confusing and make it difficult to access support.
WCAG 2.2 violation: 1.3.2 Meaningful Sequence (A)
Occurrence: Report a housing repair webchat
Feedback pop-ups are not accessible to assistive technology users
Feedback pop-ups are difficult or impossible to use with a screen reader which limits user abilities to provide feedback.
WCAG 2.2 violation: 4.1.2 Name, Role, Value (A)
Occurrence: Multiple pages
Disproportionate burden
PDFs and other documents
Many of our PDFs don’t meet accessibility standards. This includes documents published after 23 September 2018, which are in scope of the Public Sector Bodies Accessibility Regulations.
We have assessed the cost and demand on our resources of making these documents accessible. Because many of these PDFs are rarely or never viewed, we have decided not to fix or replace legacy documents at scale. We will focus our efforts on high traffic PDFs or those that are most needed by disabled users.
Any new PDFs will be tagged and made as accessible as possible.
If you need information from a PDF in a different format, email [email protected]
Content that’s not within the scope of the accessibility regulations
PDFs
The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018, unless they’re essential to providing our services.
Maps
Some maps on the website are not accessible, and this is not a requirement of the regulations. We will provide any essential information needed to access our services, such as an address, in an accessible format.
What we’re doing to improve accessibility
Many issues listed in this statement relate to third-party products.
We have improved our procurement processes and are working with partners and suppliers to provide accessible digital products. We require evidence that new products meet WCAG 2.2 AA accessibility standards and have a clear roadmap to fixing known issues.
Preparation of this accessibility statement
This statement was prepared on 29 October 2024. It was last reviewed on 2 April 2026.
This website was last tested on 28 October 2025 against the WCAG 2.2 AA standard.
The test was carried out by Camden Council. The most viewed pages were tested using automated testing tools by our website team. A further manual audit of the website was carried out to the WCAG 2.2 AA standard.