Bernicia Homes has improved digital inclusion and reduced website support calls by introducing the Recite Me Toolbar across five of its main websites.
In 2016, tenants highlighted difficulties navigating online platforms, ranging from reading text to finding the right support tools. In response, Bernicia partnered with Recite Me to create a more inclusive digital experience. Since then, the toolbar has empowered tenants to access information independently while freeing up valuable staff time and resources.
Anthony Prescott, Team Leader Application Support at Bernicia, shares his insights into the impact of the toolbar.
Supporting Tenants Online
Bernicia Homes is dedicated to making it easier for tenants and buyers to find a home, pay bills, and manage their housing needs online. The organisation wanted to offer maximum customisation so every visitor could feel confident and supported when using their websites.
“At Bernicia, we wanted our new websites and customer portals to be accessible to everyone, including those with visual impairments or literacy challenges.”
This commitment inspired Bernicia to seek an assistive technology solution that would remove digital barriers and allow all users to interact with their services independently. That’s when they discovered Recite Me.
Implementing the Recite Me Assistive Toolbar
By integrating the Recite Me Toolbar across 5 domains, Bernicia has made its websites more inclusive for people with disabilities, visual impairments, and those who speak English as a second language.
Users can read aloud using a screen reader, adjust the website’s appearance with styling and customisation tools, enhance comprehension with built-in reading aids, and even translate content into different languages.
“We chose Recite Me because its feature set met all our accessibility needs and offered real flexibility for our users.”
Bernicia also benefits from its dedicated Customer Success Manager provided by Recite Me, who delivers tailored support throughout their accessibility journey.
“The support staff have been fantastic, always responsive and knowledgeable whenever we needed help. It was also important to us to work with a local company that understands our community and can provide tailored support.”
Fewer Support Calls and Positive Feedback
Since adding the toolbar, Bernicia has seen measurable improvements. Customers are finding it easier to manage their homes online, leading to a significant reduction in support calls.
“More people are now able to access our content independently, regardless of their individual needs. We’ve also noticed a reduction in support calls related to website accessibility, showing that Recite Me is making a real difference.”
In the past 12 months alone, 2,493 pages across Bernicia’s domains have been made inclusive. Customers have also shared positive feedback, praising the accessibility features and the additional support provided online.
“Since adding Recite Me to our website, we’ve experienced positive feedback from visitors who appreciate the accessibility features.”
Ready to Transform Your Website?
Bernicia’s success demonstrates the power of inclusive technology in building a more diverse and welcoming organisation. With tools like Recite Me, your organisation can support more customers, reduce support requests, and create a better online experience for everyone.
Interested in starting your own accessibility journey? Contact Recite Me today to learn how we can help you create a digital environment that’s inclusive for all.
Get a free automated accessibility check of your websites homepage. This will identify and highlight any compliance issues on your website. Followed by recommendations on how to implement the necessary changes to make your website more accessible.
