Accessibility statement

Our aim is to provide an accessible site that accommodates the full range of users. An accessible website does not exclude anybody due to their abilities, or the method they chose to access the web. A well designed website works for everyone.

This statement covers and the website is run by Tandridge District Council. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • Change colours, contrast levels and fonts.
  • Zoom in up to 300% without the text spilling off the screen.
  • Navigate most of the website using just a keyboard.
  • Navigate most of the website using speech recognition software.
  • Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
  • We’ve also made the website text as simple as possible to understand.
  • AbilityNet has advice on making your device easier to use if you have a disability.

How accessible is this website?

While most of our main website is accessible, some areas are not. These are generally where we use a third party site or plug in to provide the information or service. These third party applications are partly or wholly out of our control and so may not conform to the same levels of accessibility as the rest of the website. We have provided details below about how we are working to address this.

What to do if you cannot access parts of this website

If you need information on this website in a different format like large print, easy read, audio recording or braille please contact us, or call 01883 722000. We’ll consider your request and get back to you in 10 working days.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact us or call 01883 722000.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

The reception area, council chamber and interview rooms have induction loops which amplify sound for those with hearing aids, or if you contact us before your visit we can arrange a British Sign Language (BSL) interpreter.

We provide a text relay service for people who are deaf, hearing impaired or have a speech impediment.

Deaf and hard of hearing residents can send Customer Services a text message by sending a text to 07786 200690 and using the word TANDRIDGE at the start of their message.

Tandridge District Council is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This website is partially compliant with the Web Content Accessibility Guidelines (WCAG) version 2.1 AA standard, due to the non-compliances listed below, which are all third party plug-in sites.

The content listed below is non-accessible for the following reasons:

Non-compliance with the accessibility regulations


We use a forms package to create our forms called Form Assembly. Our forms are built and hosted through third party software and ‘skinned’ to look like our website.

Our form controls do not all have labels which fails 1.3.1 (Information and Relationship) of the WCAG2.1 criteria, which makes it difficult to complete using assistive technology. We are working to fix this by March 2021.


Our payment form is not accessible and has the following errors

  • Missing headings 1.3.1 (Information and Relationships)
  • Form labels 1.3.1 (Information and Relationships)
  • Contrast issues. 1.4.3 (Contrast Minimum)

This payment system is currently being upgraded and a new accessible form should be in place by May 2021.

iShare maps

We use iShare maps on the website, which is not fully accessible and has the following errors

  • Missing alternative text 1.1.1 (Non-text Content)
  • Missing document language  3.1.1 (Language of Page)
  • Missing form label 1.3.1 (Information and Relationships)
  • Contrast errors 1.4.3 (Contrast Minimum)

We are working to fix these issues by May 2021.


Our planning application search is not fully accessible.

  • Missing alternative text for image buttons (1.1.1 (Non-text Content)
  • Missing form label 1.3.1 (Information and Relationships)

We are working to resolve these issues by May 2021.

We do not make our planning documents accessible before adding them to the website. All the documents are scanned and are images. To request support with a document please contact us. We are reviewing this system to see if we can find an accessible way to provide planning documents and will provide an update by May 2021.

Planning policy maps

We use a mapping service to provide maps for our planning policies and this system is not fully accessible.

We are working with the supplier to see how we can improve the map system and will update this information by March 2021. Customers can contact us to find out how we can help them access the information in a different way.  


Our Home Choice system which people on the housing register use to bid for council house is currently not fully accessible. We are working with the supplier to resolve these issues.


We make the majority of our pdfs accessible before adding them to the website, but some which are essential to providing information about our services, may not be structured so they’re accessible to a screen reader. This doesn’t meet WCAG 2.1 success criterion 4.1.2 (Name, Role, Value).

The main exceptions have been in relation to documents produced to support Local Plan consultations, as there are a huge number of often very large and complex documents, many produced by other companies.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. We have very few inaccessible documents apart from those listed above, as we have been making pdfs accessible for many years.

Live video

We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.

We do host videos on our YouTube site, which we link to from our website. We will be captioning videos produced since 2018. Any new videos added will include captions.

Third party content

This is content under someone else’s control which we did not pay for or develop. 

Planning Portal: We use some content and services provided by Planning Portal, which is a private company and exempt from the regulations. This will include documents we receive from applicants who have used the Planning Portal to upload their documents, which are submitted to us.

What we’re doing to improve accessibility

We are working to resolve all identified accessibility issues which are within our control. We are working with suppliers to resolve any identified accessibility issues where we do not have direct control over their product.

We require any new third party systems we commission for the website are Web Content Accessibility Guidelines 2.1 AA compliant.

If you find a particular issue not listed in this statement please use this contact form.

We also provide ReciteMe, which is a tool which makes it easier for those with access issues.

This statement was prepared on 18 September 2020.

This website was last tested on 1 October. The test was carried out by Silktide. All pages of the main website and PDF documents within the website were tested. We have scored 93/100 for accessibility, 97.4% is compliant for level A WCAG 2.1 checks and 96.4% is compliant for level AA WCAG 2.1 checks.

This testing does not include all third party provided sub-sites which make up the website. These include our forms, payment page, committee system, and mapping systems. We are in the process of testing and reviewing all of these and will provide an update as soon as possible.

We also had a high level indicative audit of the website carried out by Smarter Digital Services in February 2020. This involved a combination of automated and manual testing. This tested the main website and not the additional third party sites that make up the website.

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Cookie policy info

A cookie, also known as an HTTP cookie, web cookie, or browser cookie, is a piece of data stored by a website within a browser and subsequently sent back to the same website by the browser. Cookies are a reliable mechanism for websites to remember things a browser had done there in the past, which can include having clicked particular buttons, logging in, or having read pages on that site months or years ago.

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These cookies are necessary for the website to function and cannot be switched off. They are normally set in response to your interactions on the website eg logging in etc.

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These cookies enable the website to provide enhanced functionality and content. They may be set by the website or by third party providers whose services we have added to our pages. If you do not allow these cookies some or all of these services may not function properly.


Currently we do not use these types of cookies on our site.

Targeting cookies

These cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. If you do not allow these cookies, you will experience less targeted advertising.


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