People across the North East with disabilities can now access Northumbrian Water’s website more easily, after it achieved an international digital accessibility standard.
The water firm has been awarded Web Content Accessibility Guidelines (WCAG) 2.2 AA accreditation for its website by the Shaw Trust, recognising that its online services are easier to use for people with a wide range of access needs.
For thousands of customers, including those with visual, hearing, motor and cognitive impairments, visiting a website can be challenging.
Although Northumbrian Water already offered some online assistive tools such as the Recite Me Toolbar, these latest improvements mean customers are now better able to find information, manage their accounts and access support independently.
Over the last couple of years, changes to the website have included clearer content structure for screen reader users, a more logical structure with buttons and links labelled properly, and easier navigation for those who can’t use a mouse.
The company has also recently added British Sign Language (BSL) videos for customers who use BSL as their first language.
Together, these improvements make the website clearer and more accessible for people with a wide range of needs, rather than relying on a built-in assistive tool.
Barbara Anderson, Digital Experience Manager at Northumbrian Water, said: “Having an online account is one of the easiest ways for our customers to manage their water services, so making sure our website has been designed with digital accessibility in mind is really important.
“We want all of our customers to be able to find the information they need and access support easily and independently, whatever their circumstances.
“There’s been a lot of work behind the scenes to improve how our website is structured and presented, and we’re proud to have achieved this accreditation, which reflects our ongoing commitment to inclusive customer support.”
The website was independently assessed by Shaw Trust, whose accessibility specialists - including people with lived experience of disability - tested the website against international standards.
The accreditation confirms that accessibility is built into the design and structure of the sites, rather than relying solely on assistive tools.
Customers who may need extra support can also sign up to Northumbrian Water’s free Priority Services Register by visiting www.nwl.co.uk/priorityservices.