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Accessibility

We’re committed to delivering a website that’s easy to use and accessible for everyone.

You should be able to:

  • Change the text size by zooming or changing your browser settings.
  • Read text with good colour contrast.
  • Navigate most of our website using just a keyboard.
  • Listen to most of the website using a screen reader.
  • Skip to the main content of pages using a keyboard.

Most links on our website have been written so that they make sense when read out of context, with a few exceptions.

All images we use on the website have alternative text which describes the image or its function. This alternative text (alt-text) is generally only visible when the browser's automatic image loading feature is turned off.

AbilityNet has advice on making your device easier to use if you have a disability.

Contacting us

Using British Sign Language

You can contact us securely using British Sign Language (BSL) with a free video relay service. Select the option that meets your need, and you’ll be automatically connected to a SignVideo BSL interpreter. They’ll relay your call to one of our team.

Your water or sewage

Lines are open Monday-Friday 8am-8pm and Saturday 8am-6pm.

Your account or bill

Lines are open Monday-Friday 8am-8pm and Saturday 8am-1pm.

Priority services emergency

If you've registered for priority services and have a water or sewage emergency, you can connect to a BSL interpreter 24 hours a day.

If your hearing or speech is impaired

You can also contact us using Relay UK.

Priority services

We offer a range of priority services for our customers.

We’re able to send you your bills in braille, large text and on a coloured background. We can also read your bill over the phone or email it to you.

Learn more about our priority services.

How accessible is this website

We know that some parts of this website aren’t fully accessible:

  • Some pages and documents aren’t written in plain English.
  • Some heading elements aren’t consistent.
  • Some documents are in less accessible formats, such as PDFs.
  • There’s a limit to how far you can zoom in on the map on our ‘Report a problem’ page.
  • There is one instance of poor colour contrast on our homepage banner, with text laid over an image.

How we're improving accessibility

We're making continuous improvements to the accessibility of our website, so you may notice that things change over time.

Language and translation

You can use Google Translate for free to read our web pages in your chosen language:

  • Make sure you’re using Chrome as your browser
  • Find Google Translate in the Chrome web store and click ‘Add to Chrome’, then follow the instructions to install.
  • Click on the three vertical dots in the top right corner of the screen, and select ‘More tools’. Then select ‘Extensions’. This will allow you to see all your Chrome extensions.
  • Find Google Translate and click on ‘Details’. Then select ‘Extension options’. You will now be able to select your primary language and decide how you want the Google Translate extension to work.

You'll be able to use Google Translate to translate whole web pages, or individual words and phrases.

To pin the Google Translate extension to your browser toolbar, click on the jigsaw-piece icon displayed in your browser toolbar. This will show you a list of your Chrome extensions. You can select which ones you want to be displayed on your browser toolbar.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.