Accessibility and Technical Help

At OneFamily, we work hard to support the needs of everyone who visits our website.

We're continually reviewing our approach to make sure we're making the website as accessible as possible.

Below you'll find information to help you get the most out of the website, and our pledge which explains what we promise to do to support you.

How you can make websites work better for you

If you're having problems using our website (or any website), it may help to change your browser settings to display the website in a way that works for you. The links below will take you to step-by-step guides on how to do this.

The OneFamily website is best viewed using the latest versions of Chrome, Safari, Firefox and Internet Explorer. The site has been built to work with the browser and screen size you're using, so that every page shows correctly no matter what device you choose to use.

Ability net

Customise your device

AbilityNet has simple 'how to' guides to make your device easier to use. You can search for a specific need or filter the guides based on your symptoms or condition.

Web Accessibility Initiative

Customise your browser

Web Accessibility Initiative offers resources to help you customise your website browser and computer setup, helping you to adjust and improve your web browsing experience.

Contacting us

If you need help managing your product, there are several ways to get in touch with us.

Secure message

Live chat

Live chat is available on our Contact Us page. We are aware that this has some problems when using just with keyboard, but this is something we are looking into and we hope to improve.

Live chat should be used for general enquiries or troubleshooting and we would advise keeping the amount of personal or financial details that you share without logging into your account to a minimum.

You are also able to send secure messages by logging into your account.

Email

If you do need to email us you can at: [email protected]

Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

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Phone/Relay UK

Relay UK is a free service to help people who find it difficult, for whatever reason, to communicate over the phone. Use the confidential relay service and Relay assistant will speak, or type what you're saying to the other person.

Click here to visit Relay UK (opens in a new tab) and download the app.

Call us:

0344 8 920 920*

Overseas number:
0044 1273 062512*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

*Calls may be recorded and monitored for training purposes. Call charges apply. These are dependent on your provider’s tariff and are likely to be more from mobile phones. For more information, please contact your provider. Calls to freephone numbers are free from UK landlines and personal mobile phones. With business mobiles the cost will depend on your phone provider. If you'd like to know more, please ask your provider.

Our help and support section is also full of helpful answers and includes a search feature. If you have a question about your product, the FAQs page might be the quickest way to find the answer. We hope it helps!

Help and support

How we're improving our accessibility

We aim to:

Audit our website to make sure it meets the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA standard.
Test our online services with users of varying abilities.
Make sure our website is compatible with commonly used assistive technologies, including speech recognition tools, screen readers and screen magnifiers.
Let you know when a link will open in a new browser window.
Use alternative text to describe non-decorative images.
Write in plain English and explain technical terms when necessary.
Use captions and/or transcripts on any video content.

Working on:

Keyboard accessibility: We know that our website is not yet fully navigable using a keyboard. We are actively working on enhancing keyboard navigation to ensure all users can access our content without a mouse.

User testing: We recognise the importance of testing our website with a diverse range of users, including those with disabilities. We are expanding our user testing processes to include a broader spectrum of users to better understand and address a range of needs.

ARIA landmarks: We are aware that our use of ARIA (Accessible Rich Internet Applications) landmarks needs improvement. We aim to refine these landmarks to enhance navigation for users with assistive technologies.

Accessible forms: We know that not all of our forms are fully accessible. We are committed to ensuring that all form fields are clearly labelled and that forms are easy to understand and complete for all users.

Continuous improvement: Accessibility is an ongoing journey. We are dedicated to continuously identifying areas for improvement and implementing changes to make our website more accessible for everyone.

Could we do better?

If you have any difficulty when using our website, or would like to share any comments or feedback, we'd love to hear from you.

Your feedback will help us improve our website to make it accessible to more people.

You can submit a comment through the 'Was this article helpful?' box below*

*We're not able to directly respond to these messages, but we'll use them to improve the website. If your message is related to your account or you need a reply please contact us.

Accessibility

How you can make websites work better for you

Ability net

Web Accessibility Initiative

Contacting us

How we're improving our accessibility

Could we do better?