Everyone should be able to take part in society without barriers. We're committed to being an inclusive and accessible servicing firm across our website and services.
Website accessibility features
- Consistent navigation throughout the site
- Standard web fonts for readability
- Image descriptions for visual content
- Strong colour contrasts for clarity
- Links that clearly indicate their purpose
- Screen reader compatibility
- Appropriately sized buttons and links
We conduct accessibility testing through partnerships, including work with the Digital Accessibility Centre (DAC). If you encounter any issues on our site, please let us know.
In the Client Portal
- Light or dark mode: once you're logged in, use the switch at the bottom of every portal page to choose light mode, dark mode, or to match your device's setting
- Help from someone you trust: add a joint user, such as a carer or family member, from the Account tab in Manage account. They log in with their own User ID
- Easier log in: link your Apple ID or Google account so you don't need to type your User ID, password and email code each time
- Keyboard shortcut: on desktop, press the / key to jump straight to search
Support if you're blind or partially sighted
You can adjust the font size on our website using your browser controls:
- Windows: Press Ctrl and the + or - keys
- Mac: Press Command and the + or - keys
We also offer alternative formats for your letters, communications, and correspondence:
- Braille documents
- Large print documents
- Audio CD
- Signature stamps (instead of handwritten signatures)
To request an alternative format, email [email protected] or call 0207 0 888 169 (freephone).
Support if you're deaf or have hearing loss
- Signly (BSL Translation): free British Sign Language translations on our website. Activate the tool, tap hand icons, and swipe or hover over text for translations. Any untranslated content can be requested and will be completed within a week.
- SignVideo: real-time BSL video interpreting available 24/7. Use it via an app or browser with an internet connection.
- Relay UK: a free national relay service for typed communication. Register for a unique Text Number so we can call you directly without repeated explanations.
The Only Once Service
You can tell us your accessibility or disability needs just once, and we'll remember them to give you consistent support. This covers:
- Physical impairments
- Sudden financial changes
- Communication difficulties or limited availability
- Neurodiversity
- Mental health challenges
- Any other circumstances affecting how you use our services
We'll ask for your explicit consent before recording anything, and you can update or remove the note at any time. Email [email protected] and reference the "Only Once Service" to set it up.
You're always in control. You can update or remove your Only Once Service note at any point by contacting us.
Power of Attorney
If you have a disability that makes it difficult to manage your services directly, you can authorise a trusted person to act on your behalf through a Power of Attorney arrangement. Contact our team to discuss this option.
JavaScript must be enabled in your browser for the Client Portal, our security features and interactive elements to work properly. If you're having trouble, check your browser settings.
