Skip to content

Toggle service links

Help Centre

Home

Accessibility statement for Help Centre website

The Open University is committed to making its websites and mobile applications accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This accessibility statement applies to the Help Centre.

We want as many people as possible to be able to use our websites and mobile apps, and accessibility is an essential part of our mission. On our Accessibility hub, you'll find everything you need to answer any questions you have about accessibility, whether you're a student or a member of staff.

The bullet points below list what all OU websites should be able to do as a minimum.

To adapt the content to your needs or preferences you should be able to:

  • Change colours, contrasts levels and fonts.
  • Resize text up to 200% without impact on the functionality of the website.
  • Zoom in up to 400% without loss of information or functionality.
  • Navigate the website using just a keyboard.
    • tab to ‘Skip to content’ links at the top of the page to jump over repetitive information to the main content.
    • tab through the content; the current location will be indicated by a clear visual change.
    • control the embedded media player to play audio and video materials.
  • Use a screen reader (e.g. JAWs, NVDA) to:
    • listen to the content of web pages and use any functionality on the page.
    • list the headings and subheadings in the page and then jump to their location on the page.
    • bring up a list of meaningful links on the page.
  • Use transcripts or closed captions with most audio and video materials.
  • Download learning materials in alternative formats (e.g. Word document, PDF, ePub).
  • If you have a print disability we provide SensusAccess to students, which is an automated service that converts files from one format to another, for example, PDF to text, audio, Word or Braille.
  • AbilityNet also provides advice on making your device easier to use if you have a disability.

Compliance status

The site is partially compliant with the Web Content Accessibility Guidelines version 2.2 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

Non-compliance with the accessibility regulations

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

External websites

The Open University provides links to external websites that may not meet accessibility standards.

Missing main landmark

The page does not include a main landmark to identify the primary content area, impacting navigation for screen reader users. This fails AbilityNetWCAG 2.2 Success Criterion 2.4.1 Bypass Blocks (level A). This issue will be resolved by August 2026.

Insufficient colour contrast

Some text and interface elements do not meet the minimum contrast ratio of 4.5:1 (or 3:1 for large text), which affects users with low vision. This fails WCAG 2.2 Success Criterion 1.4.3 Contrast (Minimum) (level AA). This issue will be resolved by August 2026.

Missing label for the reference icon

The reference icon beside the reference number does not have a descriptive label, making its purpose unclear. This impacts screen reader users. This fails WCAG 2.2 Success Criterion 1.1.1 Non-text Content (level A). This issue will be resolved by August 2026.

Expand/collapse state of the reference help icon not communicated

When the “i” icon is used to show or hide additional information, the expand/collapsed state is not communicated by screen readers. Screen reader users are unable to identify whether content is visible or hidden. This impacts visually impaired users. This fails WCAG 2.2 Success Criterion 1.3.1 Info and Relationship (level A). This issue will be resolved by August 2026.

Missing label for the visually hidden input field

The first input field in several forms is visually hidden and has no descriptive label. Screen reader users cannot identify the field’s purpose and sighted users are unaware that the field exists. This impacts all users. This fails WCAG 2.2 Success Criterion 2.4.6 Headings and Labels (level AA). This issue will be resolved by August 2026.

Group label applied to all check boxes

The group label is incorrectly applied to all check boxes rather than just the first one, resulting in screen readers announcing both the group label as well as the specific check box label for all check boxes, making the announcements very verbose. This impacts visually impaired users. This fails WCAG 2.2 Success Criterion 1.3.1 Info and Relationship (level A). This issue will be resolved by August 2026.

Multiple Chat buttons have identical labels

There are multiple buttons on the page labelled 'Chat Now, Open Live Chat Window'. These buttons do not accurately convey their unique purpose and could confuse assistive technology users. This fails WCAG 2.2 Success Criterion 2.4.6 Headings and Labels (level AA). This issue will be resolved by August 2026.

Search results are not sufficiently descriptive

On searching for certain terms, the link labels of search results displayed are not sufficiently descriptive. This impacts screen reader users. This fails WCAG 2.2 Success Criterion 2.4.4 Link Purpose (in context) (level A). This issue will be resolved by August 2026.

Group label associated with a visually hidden input field

Hidden input fields are problematic as they are not perceivable or operable by users. Associating the group label with an unlabelled hidden input field can be confusing for screen reader users, as the field is perceivable by screen readers. This fails WCAG 2.2 Success Criterion 1.3.1 Info and Relationship (level A). This issue will be resolved by August 2026.

The content is not within the scope of the accessibility regulations

  • Pre-recorded audio and video published before 23 September 2020.
  • PDFs or other documents published before 23 September 2018.

Preparation of this accessibility statement

This statement was prepared on 24 July 2025 and will be reviewed in August 2026.

This website was formally audited on 1 July 2025 to ensure compliance with the WCAG 2.2 Success Criteria. The audit was carried out by the Accessibility and Usability Evaluation team at the Open University. Sample pages were carefully chosen to cover all components used on the website. The audit was performed using a combination of manual and automated testing. Testing tools used include the NVDA screen reader, keyboard, magnifier, Axe Dev Tools and Siteimprove extensions among others.

Feedback and contact information

If you find that a certain section of our website is not accessible and you can’t get access to the information that you need please use the Open University Accessibility Feedback Form to request support and we will ensure that you are provided with the information you require. You will need to provide your contact details and Personal Identifier if you are a student so we can get back to you. You should expect to hear back from us within 5 working days.

The OU is very experienced in meeting accessibility needs for our students. In many cases we are able to provide module and other study support materials in alternative formats for students who indicate a need for this when completing a Disability Support Form.

In addition, some module materials are available in different formats and can be downloaded from module websites. Students can contact their Student Support Team for advice.

If you are a student, or someone who has had contact with the University before, and have a complaint about the accessibility of our websites, you should raise a complaint via the complaints and appeals process.

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 are based in the UK, and you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).