Accessibility statement

This website is run by Transport for London. 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 this website is

We know some parts of this website are not fully accessible:

Some PDF or Word documents may not be fully accessible. To request an accessible version please email TfLAccessibility@tfl.gov.uk.

If you're filling in a form on our Help & contacts page and need to supply supporting documents to help us answer your enquiry, like a PDF file or image, avoid using the drag and drop component. Alternatively, please email any supporting documents to TfLAccessibility@tfl.gov.uk along with your full name so we can match them with your form submission.

There is no way to extend the session time out on the congestion charge payment page. The session is set at 10 minutes and after this period of time you will need to start the session again if you have not completed your payment. If you need longer than 10 minutes please contact us on 0343 222 1234 (TfL call charges) or Textphone 020 7649 9123 (if you have impaired hearing).

Avoid using the 'Future date' option on the Status Updates page. To view future disruptions on the transport network we recommend navigating to the Planned line closures and service changes page or the Station, lifts, escalators, works and closures page.

Avoid using the map on Find a docking station. To locate your nearest Santander Cycles Docking Station we recommend downloading the Santander Cycles mobile app.

Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:

We'll consider your request and aim to get back to you within 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: TfLAccessibility@tfl.gov.uk

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).

Technical information about this website's accessibility

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

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

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

Non-compliance with the accessibility regulations

Some focusable components don't receive focus in an order that preserves meaning and operability. This may cause screen readers to announce some things in an order that might not be the most logical. This fails WCAG 2.1 success criterion 2.4.3 (focus order). We plan to make all focusable components meet this criterion by December 2020.

Some input fields that require user input do not have labels or instructions. This may mean it is unclear what information a user should enter or how it should be entered. This fails WCAG 2.1 success criterion 3.3.2 (labels or instructions). We plan to make all input fields meet this criterion by December 2020.

Some search inputs don't inform screen reader software users when results have been returned or when no results match a submitted search. This may mean that some screen reader users won't know when a search result is available to view. This fails WCAG 2.1 success criterion 4.1.3 (status messages). We plan to make all search inputs meet this criterion by December 2020.

Some alerts are not announced to screen reader software users. This may mean that some screen reader users are unaware when an action has been completed. This fails WCAG 2.1 success criterion 4.1.3 (status messages). We plan to make all alerts meet this criterion by December 2020.

Some functional controls are not keyboard operable. This fails WCAG criterion 2.1.1 (keyboard). We plan to make all functional controls meet this criterion by December 2020.

Some content is not presented in the correct reading sequence. This fails WCAG criterion 1.3.2 (meaningful sequence). We plan to make all content meet this criterion by December 2020.

Some components don't have correct labelling. This may mean that the function of a component, like a button or a link, is not clear. This fails WCAG criterion 4.1.2 (name, role, value). We plan to make all content meet this criterion by December 2020. Some error messages on form inputs do not clearly describe the error encountered. This fails WCAG criterion 3.3.3 (error suggestion). We plan to make all input fields meet this criterion by December 2020.

Some text does not have a contrast ratio of 4:5:1. This may make the text difficult to read for users with a visual impairment. This fails WCAG criterion 1.4.3 (minimum contrast). We plan to make all text meet this criterion by December 2020.

Some buttons are not labelled consistently across the site. To some screen reader users this may cause confusion about the functionality of these buttons. This fails WCAG criterion 3.2.4 (consistent identification). We plan to make all buttons meet this criterion by December 2020.

There is no way to extend the session time out on the congestion charge payment page. The session is set at 10 minutes and after this period of time you will need to start the session again if you have not completed your payment. This fails WCAG criterion 2.2.1 (timing adjustable). Due to the security risk associated with longer session times we do not plan to change this feature to meet the criterion. Setting a limit to the session time reduces the time an attacker has to steal and use an existing user session.

Content that's not within the scope of the accessibility regulations

PDFs and other documents

Some of our PDFs and Word documents are essential to providing our services. We have identified 60 essential documents on our website and have fixed 28 of them. We intend to fix the remaining 32 documents by 30 November 2020.

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. To request an accessible version of any of these PDFs, please email TfLAccessibility@tfl.gov.uk

We intend that any new PDFs or Word documents we publish will meet accessibility standards.

Live video

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

Preparation of this accessibility statement

This statement was prepared on 23 September 2020. It was last reviewed on 23 September 2020.

This website was last tested on 11 April 2019. The test was carried out by Test Partners, a third-party accessibility specialist.

We used this approach to decide on a sample of pages to test:

We tested the 30 pages which had the highest usage. In addition to this we tested at least one instance of each different page template used throughout the site. The total number of pages tested was 59.