This week marks one year since the launch of the current Bromford website, coinciding with National Inclusion Week 2025, 15–21 September 2025. This year’s theme, #NowIsTheTime, is about putting inclusion into practice every day, something we set out to achieve when we rebuilt the site.

The project began with listening. Stakeholders including customers shared their views in surveys and workshops, telling us they wanted a clearer way to navigate, simpler options to self-serve, and content that reflects real lives and communities. We took that feedback and rebuilt the journey end to end.

Accessibility was at the heart of the rebuild, the site was developed to meet WCAG 2.2 Level AA standards, offering screen reader compatibility, keyboard navigation, high-contrast visuals, accessible typography and full mobile optimisation. Today, more than 70% of visits come via mobile devices, showing how important this step has been.

Mobile

Since launch, the site has delivered measurable improvements:

  • 14% increase in completed forms
  • +47% improvement in user journey conversions
  • Over 70% of users now access the site via mobile, thanks to full mobile optimisation

After a tender process, we partnered with Spindogs who shared our focus on accessibility. As Andrew Skinner, Head of Client Engagement at Spindogs, explains:

“We were thrilled to be chosen as their agency partner as the shared values and intentions, and commitment to having the audience central to every decision, meant we knew the outcome would be successful from the start.”

Behind the scenes, teams at Bromford worked to align tone of voice, design and content strategy, ensuring the site feels consistent and easy to maintain. With flexible tools in place, it is ready to evolve as customer expectations change. As Jim Kerwood, Strategic Communications Manager, explains:

“Our community told us what mattered: clarity, accessibility and choice. We listened, and rebuilt the journey end-to-end.”

The first year has shown measurable improvements as a result of putting customer feedback at the centre of the design.