Accessibility

Making our websites easy for everyone to use.

Making our website easy to use for everyone is important to us, and we’re committed to looking for ways to improve accessibility.

The goal of this website is to guarantee the accessibility of its content and services for our customers with disabilities who require additional access support. Resources have been dedicated to enhancing the website’s user friendliness and accessibility, driven by the aligned mission with Recite Me that every individual deserves to experience and engage with digital content equally.

Here’s how we’ve made our website accessible, including the ways we can support you if you need extra help and the different ways to contact us. 

Conformance status 

The Web Content Accessibility Guidelines (WCAG) (opens new window) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA.

This website aims to conform to WCAG2.2 level AA.

We know some parts of the website many are not fully accessible, and these include:

Adobe Acrobat (.pdf) downloadable documents. We are committed to providing accessible PDFs and we’re continuing to work on updating these on our website. Please contact us, if you require one of these documents in an alternative format.

Accessibility efforts and disclaimer

We remain dedicated to the ongoing enhancement of the accessibility of our website and services. This commitment is rooted in the belief that making sure a smooth, inclusive, and unrestricted experience for individuals with disabilities is a shared ethical responsibility.

We are always striving to enhance the accessibility of all pages and materials on our website; it’s possible that some content has not yet fully aligned with accessibility standards. This could be because we may not have identified the most suitable fix to improve a user’s experience.

Recite Me Assistive Technology 

We want as many people as possible to be able to use our website. To provide additional support to aid a more inclusive user experience, we provide the Recite Me assistive technology tool. This toolbar enables all website visitors to customise their experience through a range of options to suit their online accessibility and language needs. 

The Recite Me toolbar provides text-to-speech functionality, fully customisable styling features, reading aids and a translation tool with over 100 languages, including 65 text-to-speech voices and many other features.

This means that when the toolbar is activated by the user, they can:

• Listen to the website using text-to-speech functionality.
• Customise background, text and accessibility tool colours.
• Modify the font, line height or spacing of text.
• Zoom in up to 200% without text spilling off the screen.
• The text will reflow in a single column when you change the size of your browser window.
• Navigate the website using just a keyboard.
• Translate the website into a different language.
• Download MP3 files of the page text.
• View website pages in text-only mode.
• Access British Sign Language (BSL) interpretation on selected pages.

What we’re doing to improve accessibility

Our accessibility journey is ongoing. We regularly review our website and its content to identify and fix known issues. We do this by carrying out regular checks using the Recite Me Accessibility Checker.  

We work with Shaw Trust, who carry out a comprehensive digital accessibility assessment of our website. Their process includes automated checks, technical manual review, and real user testing across desktop, tablet, and mobile devices. All testing is carried out by people with a range of disabilities, who use assistive technologies such as screen readers, voice-activation software, magnification tools, or keyboard-only navigation.

We also work with Sign Solutions and Recite Me to provide BSL translation of our support pages, helping make key information accessible to deaf users. These translations can be accessed using the Recite Me toolbar.

This helps make sure our digital services are accessible to all our customers and supports our ongoing commitment to improving accessibility.

Third-party content and functionality

We may make use of third-party resources that embed content on our website. Wherever possible, we will ensure these are conformant.

Supported browsers

This website is designed to be compatible with assistive technologies and the last two versions of major browsers. In Internet Explorer 10, 11, and older browsers, some aspects of the website may not display optimally. The website is not designed for Internet Explorer 9 and earlier versions.

Technical specifications

Accessibility of this website relies on the following technologies to work with the combination of web browser and any assistive technologies or plugins installed on your computer:

• HTML
• CSS
• JavaScript

These technologies are relied upon for conformance with the accessibility standards used.

Reporting accessibility issues

We’re always looking to improve the accessibility of our website. If you need any help or find any content that you cannot access, please call 0345 733 5566, and we’ll do everything we can to help.

This accessibility statement was issued on 30 January 2026.

Accessibility support we provide off the website

Priority Services Register

We offer a range of extra support services to help make life easier for customers with additional needs, including:

• Bills in braille, large print, audio CD or Easy read
• Water delivered to you if have limited mobility or you need water for medical needs in the event of a disruption to your supply
• Extra time to answer the door so we will know to wait when we visit you
• Meter reads if you’re unable to access or read your meter
• Translation service
• Password scheme to protect your home from scammers
• Nominate family or a carer to manage your account

Register for Priority Services

Text Relay 

If you are deaf, hard of hearing, or have any speech difficulties and use a textphone, you can access our Text Relay service by dialling 18001 followed by one of our numbers. You can find our contact numbers here.

Video chat with a British sign language interpreter

If you are deaf or hard of hearing, you can get in touch with us using the Sign Solutions video link or app (opens new window), and they'll translate to a member of our team while you're on the phone.

The service is free to use and is available 8am to 7pm Monday to Friday and 8am to 1pm on Saturdays.

British sign language (BSL)

BSL translation is available on the following support pages and can be accessed using the Recite Me toolbar:

• Bill explained
• Low-income discount
• No water
• Priority Services