We want as many people as possible to be able to use Student Services Online to find, read and understand its content. Student Services Online provides information about our student services in a question and answer format. If someone needs further support, then they can submit questions directly to the Student Services Team using the site’s online enquiry forms.


Using Student Services Online

Student Services Online is run by King’s College London and we want as many people as possible to be able to use it. For example, when using Student Services Online you should be able to:

  • Zoom in up to 300% without the text spilling off the screen
  • Set the font size and preference within your browser (except for section headings)
  • Navigate most of the website using just a keyboard
  • Navigate most of the website using speech recognition software
  • Use screen readers such as JAWS and VoiceOver
  • Use a range of devices to access Student Services Online e.g. mobile phone, tablet, laptop


How accessible is Student Services Online?

The Knowledge Manager for Student Services Online frequently tests the site for accessibility issues using the tool Siteimprove and performing manual checks against the WCAG 2.1 guidelines. We know some parts of Student Services Online aren’t fully accessible yet. Users might experience some issues depending on the page or enquiry form they are accessing. For example:

  • Some hyperlinks are only identifiable by colour.
  • Some fields of enquiry forms do not have appropriate labels.
  • You can’t skip the header and footer content of pages.
  • Third party content linked from Student Services Online might have accessibility issues.

We are continuously improving the content on Student Services Online and expect to have resolved the above issues within 12 months of this statement’s first publication date.


What to do if you can’t access parts of Student Services Online

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

  • email diversity@kcl.ac.uk

We’ll consider your request and get back to you within 7 days.


Reporting accessibility problems with Student Services Online

We’re always looking to improve the accessibility of Student Services Online. If you find any problems that aren’t listed on this page or think we’re not meeting accessibility requirements, contact:

  • email diversity@kcl.ac.uk


Enforcement procedure

If you need to escalate your issue further, contact the Director of Diversity & Inclusion via diversity@kcl.ac.uk You can expect an acknowledgement of your issue within 7 days and a full reply within 14 days. If your complaint raises complex issues that cannot be answered within 14 days, we will keep you informed of progress until we can fully respond.


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 Student Services Online accessibility

King’s College London is committed to making Student Services Online accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. We work to achieve and maintain WCAG 2.1 AA standards, but it is not always possible for all our content to be accessible.


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


Non accessible content

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


Non compliance with the accessibility regulations

  • Some hyperlinks are only identifiable by colour and/or do not have an appropriate label. This doesn’t meet WCAG 2.1 success criteria 1.3.1 (Info and relationships), 1.4.1 (Use of colour), 1.4.13 (Content on hover or focus) and 2.4.4 (Link purpose).
  • The header and footer, which feature repeated content, can’t be skipped by a screen reader. This doesn’t meet WCAG 2.1 success criterion 2.4.1 (Bypass blocks).
  • The layout and labels of elements on knowledge article pages are not easily navigated by a screen reader. This doesn’t meet WCAG 2.1 success criteria 2.4.3 (Focus order), 2.4.7 (Focus visible) and 3.3.2 (Labels or instructions).
  • Some enquiry form fields do not have appropriate labels for users of screen readers to navigate the forms. This doesn’t meet WCAG 2.1 success criteria 3.2.2 (On input) and 3.3.1 (Error identification).

We are making frequent code deployments to Student Services Online, which means that we will be able to improve the accessibility of Student Services Online iteratively until it is as compliant as possible with WCAG 2.1 criteria. We have a particular focus on the issues listed above with some fixes being deployed in November 2019.


How we tested this website

This website was last tested on 14th August 2019. The test was carried out by the Knowledge Manager for Student Services Online using the tool Siteimprove and manual checks against the WCAG 2.1 guidelines. We tested: https://self-service.kcl.ac.uk/


What we’re doing to improve accessibility

King’s is committed to improving accessibility for our community. Activities include:

  • Accessibility & inclusion being actively discussed and addressed throughout King’s e.g. Web Accessibility Board reporting into the Equality, Diversity & Inclusion committee?
  • Improved procurement procedures in place to ensure accessibility and inclusion are considered at the point of purchase and in contract renegotiations. 
  • Support and training available for colleagues via email diversity@kcl.ac.uk 
  • King’s Disability Support offer information, advice and guidance to current and prospective disabled students about support that may help them to engage with their studies


This statement was prepared on 13th September 2019. It was last updated on October 10th 2019.

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