Olilo UK & Ireland Ltd. ("Olilo", "we", "us", "our") is committed to making our website, services, and customer support accessible to everyone, including people with disabilities. This Accessibility Statement explains the steps we take to meet our commitments and how you can contact us if you experience any barriers using our service.
1. Our Commitment
1.1. We believe broadband is an essential service and that everyone should be able to use it with confidence. We aim to design, build, and operate our website, customer portal, and support channels so that they are usable by the widest possible audience, regardless of ability or assistive technology used.
1.2. We work towards meeting the Web Content Accessibility Guidelines (WCAG) 2.2 at Level AA as a minimum standard across olilo.co.uk and our customer-facing systems. We carry out regular static reviews of our codebase against these criteria and address issues we identify, but we have not yet completed a full third-party audit.
1.3. Accessibility is treated as an ongoing process rather than a one-off project. We continue to review, test, and improve our services as standards and technologies evolve.
2. What We Do
2.1. We design our website and customer portal to support a range of accessibility needs, including:
- Keyboard navigation throughout the site
- Sufficient colour contrast between text and background
- Resizable text without loss of content or functionality
- Descriptive alt text for meaningful images
- Semantic HTML so screen readers can interpret page structure
- Clear, plain English wherever possible
- Consistent navigation and predictable page layouts
- Visible focus indicators for interactive elements
3. Assistive Technology
3.1. Our site is designed to work with commonly used assistive technologies, including screen readers (such as NVDA, JAWS, VoiceOver, and TalkBack), screen magnification software, speech recognition software, and operating system accessibility features.
3.2. If you use assistive technology that does not work well with our website, we'd like to hear about it so we can investigate and improve.
4. Accessible Support Channels
4.1. As an online-only provider, we offer support through several channels so customers can choose the one that works best for them:
- Email support at support@olilo.co.uk
- Online support portal
- Community forums
- Discord community channels
4.2. If you need information from us in an alternative format (for example, large print, plain text, or a different file format), please contact us and we will do our best to accommodate your request at no additional cost.
4.3. If you require additional support due to a disability, vulnerability, or temporary circumstance, please let us know. We will work with you to find a suitable way to communicate and support your needs.
5. Vulnerable Customers
5.1. We recognise that some customers may need extra help. This includes (but is not limited to) customers who are deaf, hard of hearing, blind, partially sighted, have a physical disability, a learning disability, a mental health condition, are recovering from illness, or are in vulnerable personal circumstances.
5.2. If you'd like us to record specific accessibility needs on your account so we can provide consistent support across future contacts, please let us know and we will add this to your customer record in line with our Privacy Policy.
5.3. With your permission, we can also accept a nominated representative (such as a family member or carer) to act on your behalf when contacting us.
6. Known Limitations
6.1. We are continuously improving our website and services, but some areas may not yet fully meet WCAG 2.2 Level AA. Known limitations may include:
- Some third-party embedded content (such as payment provider forms or external maps) may not be fully under our control
- Older PDF documents may not have been produced to current accessibility standards
- Some interactive components may not yet be fully optimised for every assistive technology combination
6.2. Where we identify a barrier we cannot immediately fix, we will provide an alternative way to access the same information or service on request.
7. Reporting an Accessibility Issue
7.1. If you find something on our website or in our service that is difficult to use, please tell us. Your feedback helps us prioritise improvements.
7.2. When reporting an issue, it helps us if you can include:
- The page or feature where the problem occurred (a URL is ideal)
- A description of what you were trying to do
- The device, browser, and assistive technology you were using (if applicable)
7.3. You can report accessibility issues by emailing support@olilo.co.uk. We aim to acknowledge accessibility reports within 2 working days.
8. Enforcement and Escalation
8.1. If you contact us about an accessibility issue and you're not happy with our response, you can raise a formal complaint via our Complaints Code of Practice.
8.2. The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Equality Act 2010 in Great Britain. If you live in Northern Ireland, the Equality Commission for Northern Ireland (ECNI) is responsible for enforcing equivalent legislation.
8.3. Ofcom, the UK communications regulator, also publishes guidance on access to telecommunications services for disabled customers. You can find more information at www.ofcom.org.uk.
9. How We Test
9.1. We test our website and customer portal using a combination of automated tools, manual checks, and keyboard-only navigation. New features are reviewed against WCAG 2.2 Level AA criteria before release where reasonably possible.
9.2. We will continue to expand our testing as Olilo grows, including involving disabled users in feedback and research where practical.
10. Changes to This Statement
10.1. We may update this Accessibility Statement from time to time to reflect changes to our website, services, or applicable standards. The “Last updated” date at the top of this page shows when it was most recently revised.
11. Contact Information
Olilo UK & Ireland Ltd.
Company Number: 16352417
Registered Office: Lancaster House, Amy Johnson Way, Blackpool, England, United Kingdom, FY4 2RP
For accessibility queries and support:
Email: support@olilo.co.uk
Community: discord.gg/olilo