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Download NowTenants and homeowners in the UK need access to the online services they rely on. This could be as simple as searching for a new property or as urgent as reporting a water leak.
Despite this, many websites in the housing industry are becoming increasingly inaccessible. And with almost one in four people in the UK having some type of disability, there’s a real need to see these inefficiencies improved.
If you’re working in the housing sector, this guide is for you. It explains what website accessibility means for housing providers, the laws that apply, and how to address existing barriers.
What is website accessibility in the housing sector
Website accessibility is all about designing digital content that can be used by everyone. This includes people with diverse needs, including visual, auditory, motor, and cognitive impairments.
For the housing sector specifically, there are many website elements that this touches on. Application forms are the obvious starting point, but tenant portals, repair reporting tools, rent payment pages, property search listings, and downloadable documents are all within the scope of accessibility requirements.
It’s pretty much any system that a tenant or buyer might encounter when they use your services online.
Why is website accessibility important for housing providers
Housing is not a luxury service. People depend on it, so digital barriers have real consequences. Here are some of the most common examples of its importance:
Improving the tenant experience
Implementing accessibility best practices doesn’t just help those with disabilities; it lifts the experience for everyone. Clear structure, readable text, and simple forms are just a few examples of this.
And a better experience means a happier customer, meaning they’re far more likely to stick around and continue using your services.
Making essential housing services accessible
Tenants need methods to report problems such as damp, faulty appliances, and other repair requests. Websites and tenant portals are one of the most common tools used for this purpose, so they need to be accessible to everyone.
Even basic features, like the ability to pay rent online, must be made accessible. If it isn’t, then you’re impacting your own cash flow, particularly if tenants frequently struggle to pay on time because of poorly designed websites.
Reaching more people in the community
For areas of the sector such as social and affordable housing, applications may be disabled, older, or less confident online.
Building an accessible website ensures they’re not shut out of the online application process before it starts. This means you maximize the number of people your organisation can reach.
Supporting independent living
Many disabled and older residents prefer managing their housing without additional assistance. But inaccessible websites make this a challenging proposition, meaning they often have to seek out additional support from family, friends, or by calling helplines.
By ensuring your online services are built to be as streamlined and as easy to use as possible, you give these users the independence they want. Not to mention, it also drastically reduces the number of calls and emails your team must handle.
Get a Free Accessibility Check of your Website
Run a scan to identify WCAG issues on your website's homepage. Then, use our recommended changes to achieve compliance with the latest accessibility standard.
What accessibility legislation applies to housing websites?
Two main pieces of UK legislation affect housing providers. Which one applies depends on the type of organisation you are.
Equality Act 2010
The Equality Act 2010 applies to housing providers of all types. It requires you to make reasonable adjustments so disabled people are not placed at a disadvantage.
This duty is anticipatory, meaning you must plan ahead rather than wait for a complaint. It also covers online services as well as buildings and paper communications.
The Public Sector Bodies Accessibility Regulations
The Public Sector Bodies Accessibility Regulations (PSBAR) apply to government-run housing providers, such as local authorities and housing associations, depending on how they are funded.
Covered bodies must meet WCAG at Level AA and publish an accessibility statement. Additionally, they must respond to accessibility feedback, and compliance is monitored.
Using WCAG standards to address accessibility in housing
The Web Content Accessibility Guidelines (WCAG) are the benchmark for building websites that work for everyone. The Level AA requirements in version 2.2 of WCAG are what every housing provider should aim for as the gold standard.
Why is this minimum requirement important? It’s referenced frequently in accessibility legislation, including the Public Sector Bodies Accessibility Regulations. And even though it’s not explicitly required under the Equality Act, it can be used as foolproof evidence for making reasonable adjustments.
If you can successfully achieve compliance with WCAG 2.2 Level AA, you’re on the right track to an accessible website.
Common website accessibility barriers in the housing sector
Housing websites tend to share the same problems. Knowing them helps you target your audit.
Inaccessible housing application forms
Inaccessible website forms often have unlabelled fields, unclear error messages, and timeouts that wipe data you’ve already entered. As a result, people with diverse needs struggle to finish the application.
Forms should be designed in a way that minimises these barriers. It should also be possible to use the form with keyboard only.
Poorly accessible tenant portals
Housing providers often rely on third parties to supply their portals, so they often assume the technology is compliant. But many are not. Common faults include confusing navigation, inaccessible payment steps, and pop-ups that trap keyboard focus.
Inaccessible PDFs and housing documents
PDFs are frequently used for tenancy agreements, leasehold contracts, purchasing agreements, and policies. But they’re often uploaded as scanned or untagged documents.
This means that screen readers cannot easily understand and convey the context. Plus, readers cannot easily resize or reflow the text on mobile.
Keyboard and screen reader barriers
Millions of website users every day rely on keyboard-only navigation. Yet most digital content can only be accessed and used with a mouse. This prevents navigation for people with diverse needs and their screen reader technology.
Images without meaningful alternative text
A large portion of a housing website’s digital content will be in images. This includes property photos, floor plans, and icons.
But if they don’t have descriptive alt text, people with visual impairments will struggle to understand the context.
Poor colour contrast and difficult-to-read text
If you put light grey text onto a white background, it’s almost impossible to read, even if you’ve got 20/20 vision! Now imagine if you’re someone with a visual impairment…
It’s not just colour contrast that matters. The font type and text size can also affect readability. We recommend using dyslexia-friendly fonts, such as Lexend or Arial, and choosing a readable font size to make your content more accessible.
How can housing providers improve web accessibility?
A structured approach makes the work manageable. Follow these five steps.
Step 1: Run a free accessibility check on your website
Not sure where you stand? Running an accessibility scan of your website is a good starting point. This will detect the most common issues, like missing alt text, poor contrast, and unlabelled form fields.
You can get a free scan of your homepage here.
Step 2: Prioritise accessibility fixes based on tenant impact
Start by addressing the pages that tenants rely on first. This could include repair reporting, rent payments, applications, and contact pages. If you’re unsure what to prioritise, you can use analytics tools to check your highest traffic pages.
Step 3: Improve PDF and document accessibility
Don’t stop at remediating your website. Documents need attention too, so audit your most downloaded PDFs, identify issues, and implement fixes to improve accessibility.
You can run a free PDF remediation check here.
Step 4: Monitor accessibility continuously
Website and PDF accessibility doesn’t stop just because you’ve implemented one set of fixes. Requirements are updated over time, and major website overhauls could impact your accessibility rating. For this reason, it’s important to schedule ongoing accessibility checks to detect future violations.
Step 5: Publish an accessibility statement
An accessibility statement explains how accessible your site is, lists known issues, and gives a contact route for feedback. It’s a great way to show off your current progress while giving customers the reassurance that you’re committed to continuous improvements.
You can download a free accessibility statement template here.
What are the benefits of implementing accessibility strategies?
If you’re committed to making your housing website more accessible, it can benefit the organisation in several ways. Here’s a quick shortlist of the most popular benefits:
- Lower legal risk: You meet your duties under the Equality Act and, where relevant, the 2018 regulations.
- Better tenant satisfaction: Easier online journeys lead to fewer complaints.
- Reduced contact costs: Tenants can self-serve, so fewer calls and emails reach your team.
- Faster repairs: Accessible reporting tools help issues reach you sooner.
- Wider reach: More applicants and residents can use your services.
- Stronger reputation: You show a clear commitment to inclusion.
Get a Free Accessibility Check of your Website
Run a scan to identify WCAG issues on your website's homepage. Then, use our recommended changes to achieve compliance with the latest accessibility standard.
Final take on web accessibility in the housing sector
At its core, website accessibility in housing is about fair access to essential services. This is important for customers, but it also makes good business sense. Start by checking your website, fix the barriers that affect tenants, and publish an accessibility statement.
Want help with this? Use our free website accessibility check to get started. Or reach out to one of our experts for personalised support.
Website Accessibility in Housing FAQs
Looking for a recap or quick summary? Here are a few of our most frequently asked questions to help you get to grips with the essentials:
Do housing associations have to meet accessibility regulations?
All housing providers must follow the Equality Act 2010. Some housing associations also fall under the 2018 public sector regulations, depending on their funding and governance.
What is the legal standard for housing website accessibility?
Most accessibility legislation points to WCAG 2.2 Level AA as the recognised standard.
Are tenant portals covered by accessibility requirements?
Yes, tenant portals are online services, so they must be accessible.
How often should a housing website be tested for accessibility?
Test regularly, ideally with automated scans each month and manual checks whenever you add major features or update key journeys.
What should an accessibility statement include for a housing website?
It should explain your compliance level, list known issues, give a contact route for feedback, and describe how to escalate complaints.
Check out our Products & Services
Ready to take your first steps towards digital accessibility compliance? Then see how we can support your journey with our accessibility solutions:
Web Accessibility Checker
Scan, detect, fix, and maintain accessibility compliance standards on your website.
Assistive Toolbar
Make your website an inclusive and customisable experience for people with disabilities.
PDF Accessibility Checker
Check your PDFs are compliant with accessibility standards and run automated fixes.
