1. Introduction

1.1 EPC Hub is committed to making its website, platform, content, tools and services as accessible and usable as reasonably possible for all users.

1.2 This Accessibility Statement explains the accessibility standards EPC Hub aims to follow, the steps we take to improve accessibility, the areas that may not yet be fully accessible, and how users can contact us if they experience difficulty.

1.3 EPC Hub aims to provide a clear, professional and inclusive experience for homeowners, property owners, landlords, Domestic Energy Assessors, retrofit professionals, installers, learners, partners, organisations and other users.

1.4 Accessibility matters to EPC Hub because users may access our services with different needs, devices, browsers, technologies, confidence levels and abilities.

1.5 This Accessibility Statement should be read together with our Terms & Conditions, Privacy Policy, Cookie Policy and any other EPC Hub policy published from time to time.

2. Who We Are

2.1 EPC Hub is a UK-based property energy platform supporting homeowners, property owners, landlords, Domestic Energy Assessors, retrofit professionals, installers, learners, partners, organisations and other property energy-related users.

2.2 EPC Hub provides website pages, professional profiles, search tools, quote tools, property energy features, Property Passport tools, dashboards, messaging, CPD content, training resources, support content and related digital services.

2.3 Our contact details are:

Name: EPC Hub
Website: epchub.org
Email: info@epchub.org
Accessibility email: accessibility@epchub.org
Privacy email: privacy@epchub.org
Registered address: 124 City Road, London, England, EC1V 2NX

3. Purpose of This Statement

3.1 The purpose of this Accessibility Statement is to:

a. explain EPC Hub’s accessibility commitment;
b. describe the standards we aim to follow;
c. help users understand what support may be available;
d. provide a clear route for accessibility feedback;
e. explain any limitations that may apply;
f. support continuous improvement across EPC Hub’s website, platform and services.

3.2 This Statement applies to EPC Hub’s public website, platform, app, user dashboards, professional profiles, CPD pages, learning materials, support pages, forms, messaging tools, quote tools, booking tools, Property Passport features and related online services, where reasonably within EPC Hub’s control.

4. Accessibility Standards We Aim to Meet

4.1 EPC Hub aims to work towards recognised accessibility standards, including the Web Content Accessibility Guidelines.

4.2 EPC Hub’s target standard is WCAG 2.1 AA, where reasonably achievable and proportionate.

4.3 WCAG 2.1 AA is based on four key principles. Digital content should be:

a. Perceivable — users should be able to access information in ways they can perceive;
b. Operable — users should be able to navigate and use the service;
c. Understandable — content and functions should be clear and predictable;
d. Robust — content should work with a range of browsers, devices and assistive technologies.

4.4 EPC Hub may also take account of later accessibility guidance, best practice and updated standards where appropriate.

4.5 EPC Hub does not guarantee that every part of the website or platform will always be fully compliant at all times, but we will take reasonable steps to improve accessibility over time.

5. Our Accessibility Commitment

5.1 EPC Hub aims to make its website and platform accessible by design wherever reasonably possible.

5.2 We aim to support users who may rely on:

a. screen readers;
b. keyboard navigation;
c. voice control software;
d. screen magnification;
e. browser zoom;
f. captions or transcripts;
g. colour contrast support;
h. simplified layouts;
i. clear written language;
j. mobile accessibility features;
k. assistive technologies built into devices or browsers.

5.3 EPC Hub aims to use clear structure, readable language and consistent navigation wherever possible.

5.4 EPC Hub aims to make important user journeys as accessible as reasonably possible, including:

a. reading website pages;
b. searching for services;
c. viewing professional profiles;
d. requesting quotes;
e. submitting forms;
f. creating or accessing accounts;
g. using dashboards;
h. sending messages;
i. managing preferences;
j. accessing support;
k. using CPD or learning content;
l. accessing key legal and policy pages.

6. Design and Usability Principles

6.1 EPC Hub aims to follow accessibility-aware design principles.

6.2 These principles may include:

a. using clear headings;
b. using readable text sizes;
c. using sufficient colour contrast where possible;
d. avoiding unnecessary complexity;
e. making buttons and links clear;
f. supporting keyboard navigation where feasible;
g. using meaningful page titles;
h. making forms as clear as possible;
i. giving users helpful error messages;
j. avoiding reliance on colour alone;
k. using descriptive labels where possible;
l. making content work across common screen sizes;
m. supporting mobile usability;
n. keeping key journeys as simple as possible.

6.3 EPC Hub will aim to balance accessibility, security, performance, design quality, legal compliance and commercial functionality.

7. Plain-English Content

7.1 EPC Hub aims to make important content easy to understand.

7.2 We aim to use plain English where possible, especially for:

a. support pages;
b. onboarding journeys;
c. account instructions;
d. quote journeys;
e. booking journeys;
f. legal and policy summaries;
g. CPD or learning content;
h. help text;
i. error messages;
j. user guidance.

7.3 Some legal, technical, regulatory or professional content may require more detailed wording.

7.4 Where detailed wording is necessary, EPC Hub aims to structure content using headings, numbered clauses, summaries or FAQs where appropriate.

8. Website and Platform Navigation

8.1 EPC Hub aims to make navigation clear and consistent.

8.2 Where reasonably possible, EPC Hub aims to provide:

a. clear menus;
b. clear footer links;
c. meaningful page headings;
d. visible calls to action;
e. logical page structure;
f. clear form steps;
g. consistent button wording;
h. clear back or next actions;
i. accessible support routes;
j. helpful page labels.

8.3 EPC Hub may update navigation from time to time as the platform develops.

8.4 Changes to navigation may be made to improve usability, conversion, performance, accessibility or platform functionality.

9. Forms, Inputs and User Actions

9.1 EPC Hub uses forms and input fields for enquiries, account access, quotes, bookings, support, CPD, feedback, preferences and other user actions.

9.2 EPC Hub aims to make forms as accessible as reasonably possible by:

a. using clear labels;
b. explaining required fields;
c. using helpful placeholder text where appropriate;
d. giving clear error messages;
e. grouping related fields where useful;
f. avoiding unnecessary questions;
g. making submission buttons clear;
h. supporting keyboard use where feasible;
i. reducing friction in important journeys.

9.3 EPC Hub may not always control every third-party form, embedded tool or payment interface.

9.4 If you experience difficulty using a form, you can contact EPC Hub for support using the contact details in this Statement.

10. Images, Icons and Visual Content

10.1 EPC Hub may use images, icons, illustrations, videos, animations, diagrams, charts, professional photos and visual interface elements.

10.2 EPC Hub aims to ensure that important visual content is supported by meaningful text or context where reasonably possible.

10.3 Decorative images may not always include detailed alternative text where they do not add meaningful information.

10.4 Where an image communicates important information, EPC Hub aims to provide suitable alternative text, captions, surrounding explanation or another accessible equivalent where feasible.

10.5 Some user-uploaded images, profile images, attachments or third-party content may not have alternative text unless provided by the user or added by EPC Hub.

11. Colour, Contrast and Visual Design

11.1 EPC Hub aims to use colour and contrast in a way that supports readability and usability.

11.2 EPC Hub aims not to rely on colour alone to communicate important information where reasonably possible.

11.3 EPC Hub aims to provide sufficient contrast for key text, buttons and interface elements where feasible.

11.4 Some brand, image, animation, third-party or user-generated content may not always meet ideal contrast levels.

11.5 EPC Hub may review and improve colour contrast as part of ongoing design and accessibility work.

12. Keyboard Navigation

12.1 EPC Hub aims to support keyboard navigation where reasonably possible.

12.2 Keyboard navigation may be important for users who do not use a mouse or trackpad.

12.3 EPC Hub aims to make key interactive elements reachable and usable by keyboard where feasible, including:

a. links;
b. buttons;
c. forms;
d. menus;
e. account controls;
f. settings;
g. support options;
h. key platform actions.

12.4 Some third-party components, embedded tools or complex interactive features may not be fully keyboard accessible.

12.5 EPC Hub will aim to improve keyboard accessibility over time where issues are identified.

13. Screen Readers and Assistive Technology

13.1 EPC Hub aims to support common screen readers and assistive technologies where reasonably possible.

13.2 We aim to use semantic structure, headings, labels and readable content to improve compatibility.

13.3 Some dynamic features, third-party integrations, embedded tools, user-generated content or experimental features may not always work perfectly with every assistive technology.

13.4 If you experience difficulty using EPC Hub with a screen reader or assistive technology, please contact us and describe the issue so we can investigate.

14. Mobile Accessibility

14.1 EPC Hub aims to support mobile users across common modern devices and browsers.

14.2 Mobile accessibility is important because many users access EPC Hub through a smartphone or tablet.

14.3 EPC Hub aims to make mobile journeys clear and usable, including:

a. property searches;
b. professional profile viewing;
c. quote journeys;
d. messaging;
e. account access;
f. CPD content;
g. dashboards;
h. support requests;
i. footer policy pages.

14.4 Some advanced tools, dashboards or third-party components may work better on larger screens.

14.5 EPC Hub may provide alternative support where a user cannot complete an action on a mobile device.

15. Video, Audio and Animation

15.1 EPC Hub may use video, audio, animation or motion-based content.

15.2 Where reasonably possible, EPC Hub aims to make important video or audio content accessible through:

a. captions;
b. transcripts;
c. written summaries;
d. alternative explanations;
e. pause or control options, where available.

15.3 Decorative or promotional animations may not always include full transcripts where they do not contain essential information.

15.4 EPC Hub aims to avoid unnecessary motion that could make the platform harder to use.

15.5 Where motion or animation is used, EPC Hub aims to consider usability, clarity and comfort.

16. Documents, Downloads and CPD Materials

16.1 EPC Hub may provide documents, PDFs, guides, checklists, templates, CPD materials, certificates and downloadable resources.

16.2 EPC Hub aims to make newly created documents and learning materials accessible where reasonably possible.

16.3 This may include:

a. clear headings;
b. readable fonts;
c. logical structure;
d. descriptive links;
e. meaningful document titles;
f. sufficient contrast;
g. accessible tables where feasible;
h. plain-English guidance;
i. alternative formats where reasonable.

16.4 Some older documents, third-party documents, uploaded files, certificates, templates or user-generated documents may not be fully accessible.

16.5 If you need a document in a more accessible format, you can contact EPC Hub.

17. CPD and Learning Accessibility

17.1 EPC Hub aims to make CPD and learning content clear, practical and accessible.

17.2 EPC Hub may support learning accessibility by using:

a. structured modules;
b. headings and sections;
c. plain-English explanations;
d. summaries;
e. checklists;
f. reflection prompts;
g. quizzes;
h. downloadable resources;
i. flexible completion routes;
j. alternative support where feasible.

17.3 EPC Hub cannot guarantee that every learner will experience content in the same way.

17.4 If you need reasonable adjustments for CPD or learning content, please contact us.

18. Third-Party Tools and Integrations

18.1 EPC Hub may use third-party tools, integrations, platforms and embedded services.

18.2 These may include:

a. payment providers;
b. authentication providers;
c. hosting providers;
d. analytics tools;
e. maps or address lookup tools;
f. chat or messaging tools;
g. learning platforms;
h. video tools;
i. form tools;
j. support tools;
k. AI or automation tools;
l. booking or calendar tools.

18.3 EPC Hub does not fully control the accessibility of third-party tools.

18.4 EPC Hub aims to choose reputable providers and consider accessibility where reasonably possible.

18.5 Where a third-party tool creates an accessibility barrier, EPC Hub may investigate, seek a workaround, raise the issue with the provider, replace the tool where proportionate, or offer alternative support where feasible.

19. User-Generated Content

19.1 EPC Hub may include user-generated content, including:

a. professional profiles;
b. uploaded images;
c. business logos;
d. reviews;
e. messages;
f. attachments;
g. documents;
h. property information;
i. comments or feedback.

19.2 EPC Hub does not always control the accessibility quality of user-generated content.

19.3 Users are encouraged to upload clear, accurate and accessible content where possible.

19.4 EPC Hub may remove or adjust user-generated content where it breaches our policies, causes confusion, creates risk, or materially affects platform quality.

20. Known Limitations

20.1 EPC Hub is actively developing its website, platform and services.

20.2 Some parts of EPC Hub may not yet be fully accessible.

20.3 Known or possible limitations may include:

a. third-party embedded tools that EPC Hub does not fully control;
b. older PDFs or documents;
c. some user-uploaded content;
d. complex dashboards or data tables;
e. some animations or visual content;
f. interactive map or address lookup tools;
g. payment interfaces controlled by third-party providers;
h. messaging attachments uploaded by users;
i. prototype, beta or newly launched features;
j. legacy pages awaiting review.

20.4 EPC Hub will aim to review and improve these areas over time where reasonably practical.

20.5 This Statement does not mean that every part of EPC Hub is fully accessible at all times.

21. Reasonable Adjustments

21.1 EPC Hub will consider reasonable adjustment requests where a user has difficulty accessing our website, platform, CPD materials, support process or services.

21.2 Reasonable adjustments may include, where feasible:

a. providing information in a different format;
b. explaining a process by email;
c. offering support with a form;
d. providing a plain-English explanation;
e. supplying a document in an alternative format;
f. supporting access to CPD content;
g. helping users find the correct page or feature;
h. offering an alternative communication route.

21.3 EPC Hub will consider each request based on practicality, proportionality, legal obligations, technical limitations, cost, security and operational impact.

21.4 EPC Hub may not be able to provide every requested adjustment.

21.5 EPC Hub may refuse requests that are unreasonable, disproportionate, abusive, unlawful, technically impossible, security-sensitive or outside EPC Hub’s control.

22. How to Report an Accessibility Issue

22.1 If you find any part of EPC Hub difficult to use, please contact us.

22.2 When reporting an issue, please include:

a. the page or feature you were using;
b. what you were trying to do;
c. what went wrong;
d. the device and browser you used;
e. any assistive technology you used;
f. a screenshot or screen recording, if helpful and safe to share;
g. your preferred contact method.

22.3 Please do not send sensitive personal data unless it is necessary.

22.4 Accessibility issues can be reported to:

Accessibility email: accessibility@epchub.org
Alternative email: info@epchub.org

23. How EPC Hub Responds to Accessibility Feedback

23.1 EPC Hub welcomes accessibility feedback.

23.2 We will aim to review accessibility feedback and respond within a reasonable period.

23.3 Depending on the issue, EPC Hub may:

a. provide guidance;
b. offer a workaround;
c. correct content;
d. adjust page structure;
e. improve labels or instructions;
f. update a document;
g. raise the issue with a third-party provider;
h. include the issue in future development work;
i. explain why a change is not currently feasible.

23.4 EPC Hub may prioritise issues based on severity, user impact, legal importance, technical complexity, security implications and available resources.

24. Testing and Review

24.1 EPC Hub aims to review accessibility as part of ongoing website and platform improvement.

24.2 Accessibility review may include:

a. internal checks;
b. design reviews;
c. content reviews;
d. user feedback;
e. automated accessibility tools;
f. manual testing;
g. browser and device testing;
h. third-party advice where appropriate.

24.3 Automated accessibility testing does not identify every accessibility issue.

24.4 EPC Hub may carry out additional testing before or after major design, content or platform updates.

24.5 EPC Hub may review this Accessibility Statement annually or when significant changes are made.

25. Browser and Device Compatibility

25.1 EPC Hub aims to support modern browsers and common devices.

25.2 EPC Hub may not work fully on:

a. outdated browsers;
b. unsupported operating systems;
c. heavily restricted devices;
d. unusual browser extensions;
e. unsupported assistive technology combinations;
f. devices with disabled scripts or blocked essential cookies.

25.3 For the best experience, users should use an up-to-date browser, operating system and device.

25.4 EPC Hub is not responsible for accessibility issues caused by outdated, unsupported, modified or insecure user devices, browsers or settings.

26. Security and Accessibility

26.1 EPC Hub must balance accessibility with security.

26.2 Some security features may affect accessibility, including:

a. login checks;
b. authentication links;
c. fraud prevention tools;
d. rate limits;
e. payment security checks;
f. account verification;
g. file upload restrictions;
h. anti-bot protections.

26.3 EPC Hub will aim to make security processes as accessible as reasonably possible.

26.4 EPC Hub will not remove necessary security controls where doing so would create a risk to users, data, payments, platform integrity or legal compliance.

27. Legal and Professional Content

27.1 EPC Hub may publish legal, technical, regulatory or professional content.

27.2 Some content may need to use precise wording because of legal, compliance, technical or professional requirements.

27.3 EPC Hub aims to make this content easier to understand through:

a. clear headings;
b. numbered clauses;
c. FAQs;
d. summaries;
e. plain-English explanations where appropriate;
f. logical page structure.

27.4 Plain-English explanations do not replace the full legal wording unless EPC Hub expressly states otherwise.

28. Accessibility of Legal and Policy Pages

28.1 EPC Hub aims to make key legal and policy pages clear and easy to navigate.

28.2 These pages may include:

a. Privacy Policy;
b. Cookie Policy;
c. Terms & Conditions;
d. Accessibility Statement;
e. Refunds & Cancellations Policy;
f. Payment & Fees Policy;
g. Complaints Policy;
h. Acceptable Use Policy;
i. Sitemap.

28.3 EPC Hub may use numbered clauses and headings to help users find information more easily.

29. Accessibility and Cookies

29.1 EPC Hub may use cookies or similar technologies to support accessibility and usability.

29.2 These may help remember:

a. display preferences;
b. cookie choices;
c. account settings;
d. language or layout preferences, where available;
e. accessibility-related settings, where available.

29.3 Full details of cookie use are set out in our Cookie Policy.

30. Accessibility and Privacy

30.1 If you contact EPC Hub about accessibility, we may process personal data to respond to your request.

30.2 This may include:

a. your name;
b. email address;
c. contact details;
d. details of your accessibility issue;
e. device or browser information;
f. information about assistive technology, if you choose to provide it.

30.3 EPC Hub will process this information in accordance with our Privacy Policy.

30.4 You should not provide sensitive personal data unless it is necessary for us to understand or respond to your request.

31. Continuous Improvement

31.1 EPC Hub treats accessibility as an ongoing improvement process.

31.2 EPC Hub may improve accessibility by:

a. reviewing user feedback;
b. improving page structure;
c. updating content;
d. improving colour contrast;
e. simplifying forms;
f. improving mobile layouts;
g. improving keyboard navigation;
h. improving alternative text;
i. reviewing third-party tools;
j. training staff or contributors;
k. updating design systems;
l. improving CPD materials.

31.3 EPC Hub may prioritise accessibility improvements based on user impact, legal requirements, technical feasibility, development priorities and available resources.

32. No Absolute Guarantee

32.1 EPC Hub aims to provide an accessible experience, but we do not guarantee that every page, feature, document, integration or item of content will always be fully accessible.

32.2 Accessibility may be affected by:

a. third-party tools;
b. browser settings;
c. device settings;
d. user-uploaded content;
e. old documents;
f. technical limitations;
g. security requirements;
h. platform updates;
i. temporary bugs;
j. features still in testing or development.

32.3 EPC Hub will take reasonable steps to address accessibility issues that are reported to us and within our reasonable control.

33. User Responsibilities

33.1 Users are responsible for using suitable, secure and up-to-date devices, browsers and assistive technologies where possible.

33.2 Users should tell EPC Hub if they experience an accessibility barrier and need support.

33.3 Users should not misuse accessibility support channels.

33.4 Users should provide clear and accurate information when reporting accessibility issues so EPC Hub can investigate effectively.

34. Changes to This Accessibility Statement

34.1 EPC Hub may update this Accessibility Statement from time to time.

34.2 Updates may be made to reflect changes in:

a. law;
b. accessibility standards;
c. platform features;
d. design systems;
e. third-party tools;
f. user feedback;
g. testing results;
h. operational requirements.

34.3 The latest version will be published on this page with the updated date.

34.4 Continued use of EPC Hub after publication of an updated Accessibility Statement means you have had the opportunity to review the updated Statement.

35. Relationship With Other EPC Hub Policies

35.1 This Accessibility Statement should be read together with EPC Hub’s Terms & Conditions, Privacy Policy and Cookie Policy.

35.2 The Privacy Policy explains how EPC Hub handles personal data, including accessibility-related enquiries.

35.3 The Cookie Policy explains how cookies may support usability, preferences and accessibility-related settings.

35.4 The Terms & Conditions explain the legal terms that apply to use of EPC Hub.

35.5 If there is a conflict between this Accessibility Statement and the Terms & Conditions, the Terms & Conditions will apply unless accessibility, equality or consumer law requires otherwise.

36. Limitation of Liability

36.1 EPC Hub will take reasonable steps to support accessibility and comply with applicable legal obligations.

36.2 To the maximum extent permitted by law, EPC Hub is not liable for:

a. accessibility issues caused by third-party tools outside EPC Hub’s control;
b. accessibility issues caused by user devices, browsers, settings or assistive technologies;
c. inaccessible user-generated content;
d. old or third-party documents not created by EPC Hub;
e. temporary technical issues;
f. reduced functionality caused by disabled cookies, blocked scripts or unsupported browsers;
g. indirect, consequential or business losses arising from accessibility limitations.

36.3 Nothing in this Accessibility Statement excludes or limits liability where it would be unlawful to do so.

37. Governing Law and Jurisdiction

37.1 This Accessibility Statement is governed by the laws of England and Wales.

37.2 Any dispute relating to this Accessibility Statement will be subject to the courts of England and Wales, unless applicable law requires otherwise.

38. English Language

38.1 This Accessibility Statement is drafted in English.

38.2 If this Accessibility Statement is translated into another language, the English version will prevail in the event of inconsistency, unless applicable law requires otherwise.

39. Contact Us

39.1 If you have questions about this Accessibility Statement, or if you need accessibility support, please contact:

EPC Hub
Accessibility email: accessibility@epchub.org
Alternative email: info@epchub.org
Privacy email: privacy@epchub.org
Website: epchub.org
Registered address: 124 City Road, London, England, EC1V 2NX

Accessibility FAQs

1. What accessibility standard does EPC Hub aim to follow?

EPC Hub aims to work towards WCAG 2.1 AA where reasonably achievable and proportionate.

2. Is EPC Hub fully accessible?

EPC Hub aims to make its website and platform as accessible as reasonably possible, but we do not guarantee that every page, feature, document or third-party tool will always be fully accessible.

3. What should I do if I cannot use part of the website?

Please contact EPC Hub and explain what you were trying to do, what went wrong, which page or feature you used, and what device, browser or assistive technology you were using.

4. Can EPC Hub provide information in another format?

Where feasible, EPC Hub will consider reasonable requests for alternative formats, such as clearer written guidance or accessible versions of documents.

5. Are EPC Hub documents accessible?

EPC Hub aims to make new documents and learning materials accessible where reasonably possible. Some older, third-party or user-uploaded documents may not be fully accessible.

6. Does EPC Hub support screen readers?

EPC Hub aims to support common screen readers and assistive technologies where reasonably possible, although some third-party tools, dynamic features or user-generated content may not work perfectly with every setup.

7. Can I use EPC Hub with a keyboard?

EPC Hub aims to support keyboard navigation for key features where reasonably possible. Some third-party or complex interactive features may have limitations.

8. Does EPC Hub use accessible language?

EPC Hub aims to use plain English wherever possible, especially for support, onboarding, policy pages, CPD content and important user journeys.

9. Who do I contact about accessibility?

You can contact EPC Hub at [Insert accessibility email] or info@epchub.org.

10. How quickly will EPC Hub fix accessibility issues?

EPC Hub will review accessibility feedback and prioritise fixes based on severity, user impact, legal importance, technical complexity, security implications and available resources.