Website accessibility

At Sanctuary, we are committed to reducing barriers for anyone with disabilities by making our digital services more accessible, inclusive and easy to use for all.

This accessibility statement applies to the whole https://www.sanctuary.co.uk/ domain and the associated subdomain https://scotland.sanctuary.co.uk/.

Below you can find information on our compliance with Web Content Accessibility Guidelines and Standards, what we're doing to improve accessibility and what we've done so far. If you experience any accessibility issues not listed in this statement, we ask that you share feedback about your experience.

Maintenance of this accessibility statement

This statement was prepared on 18 March 2022. It was last reviewed on 18 March 2026.

Compliance status

How we test our websites

How accessible are our websites?

We're aware that some parts of our websites are not fully accessible. You can see a list of any issues we currently know about below.

If you find that any of our content is not accessible and wish to request an alternative format, please get in touch and we'll aim to respond as soon as possible.

Non-compliance with accessibility regulations

PDFs and other non-HTML documents - Some documents may not meet accessibility standards. To improve access for all users, we are actively working toward converting important content like customer policies into fully accessible web pages where appropriate.
Video Content - We try to ensure that captions, audio descriptions and transcripts are available for all of our videos, where possible. Some older videos may trigger non-compliance exemptions until they are replaced.
Online maps - Our websites may include the use of online maps to show geographical information, and are not used for navigational purposes. They are therefore exempt under the regulations.
Temporary Alerts - Some pages may include temporary alerts that are designed to highlight important information to users. Headings in these alerts may result in an illogical heading structure on the page, but will not limit users in finding the information.
Third-party content - Documents from external parties, tools like Affordability Checkers, Google Maps and play buttons on YouTube video thumbnails are elements that we have no control over.
Forms - We're aware that there are certain issues on our online forms which could cause problems for some users.

Other identified issues

In addition to the issues above, further issues were identified on this website following an accessibility review in March 2026.

WCAG 2.0 A 2.4.1 - iFrames require a meaningful description using the title attribute.
WCAG 2.1 AA 1.4.11 - Some text does not sufficiently contrast with its background colour.
WCAG 2.0 AA 3.2.4 - Components are not identified consistently across the website.
WCAG 2.0 AA 2.4.5 - There are not always multiple ways to access a page.
WCAG 2.0 AAA 3.2.5 - Links do not always denote whether they open in a new tab.

As a result of this, we are aware that some areas of our websites may cause difficulties for customers who use assistive technology. As part of our ongoing commitment to digital accessibility, work is scheduled to resolve these problems within the next year. We will continue to update this accessibility statement as work continues.

What we're doing to improve accessibility

What to do if you cannot access parts of our website

Alternative formats

At Sanctuary, we want everyone to be able to use our services. That’s why we provide our information in several different formats, so you can choose the option that works best for you.

Request alternative formats

Reporting an accessibility problem on our website

Enforcement procedure

Adapting your experience to your needs

We have made the site as usable as we can, but you might have a better experience if you change the settings on your computer to suit your individual needs.

For example you might change the site’s colours, increase the text size, or have the site spoken aloud.

To help your experience using accessibility features already on your computer, or by installing extra assistive technologies, try these sites:

AbilityNet's My Computer, My way.
The Web Accessibility Initiative’s Better Web Browsing: Tips for Customising your Computer.
For videos and guides about other ways to customise your experience, visit BBC Accessibility help.

Adaptations

Changing the colours

We've tried to use colours that make the words on our web pages easy to read, but understand that some users may have trouble with reading text on certain background colours. You may be able to change the colours in your browser.

Making the text bigger

You may be able to change the text size within your browser.

Skipping to the main content

If you are using a screen reader or keyboard to navigate, we have added a 'Skip to main content' link at the top of every page. This allows you to skip the navigation and reach the page's main content quicker.

Translating the website

If you would like to translate this website into another language, the Google Translate widget in the header of the website can translate pages into more than 60 languages.

Please note that Sanctuary is not responsible for the content of Google Translate and cannot guarantee the reliability of the translations provided.

Browser support

Our website works best on the following browsers:

Google Chrome
Microsoft Edge
Firefox
Safari

These browsers are the most commonly used, covering over 98% of all web users. We recommend upgrading to the latest version of your browser for the best experience.

Further information on how to customise your internet browser can be found here:

iOS and Android Support

Both iOS and Android include system-level accessibility tools, including full voice control for hands-free use.

iOS

Android

Do you rely on assistive tools and settings?

If you have any feedback on how this website works for you, the technology you use or any problems that you have encountered while browsing our website, we'd like to invite you to share feedback via our webform.

Share feedback

Front cover showing the Sanctuary Corporate Strategy 2026-2030