Attention
We are currently asking people to only come into our offices for essential visits by pre-appointment. Where possible, people should contact us by phone or email or through our website. If you are a resident and need support relating to COVID-19 please call our Help Hub on 01508 533933.
For up-to-date information about our services and links to useful advice, see our Coronavirus page

Accessibility

Accessibility statement for the South Norfolk Council Website

This accessibility statement applies to the website www.south-norfolk.gov.uk.

This website is run by South Norfolk District Council. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • change colours, contrast levels and fonts.
  • zoom in up to 300% without the text spilling off the screen.
  • navigate most of the website using just a keyboard.
  • navigate most of the website using speech recognition software.
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver).

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

 

How accessible this website is

We know some parts of this website are not fully accessible:

  • you cannot modify the line height or spacing of text.
  • most older PDF documents are not fully accessible to screen reader software.
  • some of our online forms are difficult to navigate using just a keyboard.
  • there’s a limit to how far you can magnify the map on our 'My Nearest’ pages.

 

Feedback and contact information

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

  • Email: digital@s-norfolk.gov.uk 
  • Phone: 01508 508726
  • Minicom/textphone (deaf or hard of hearing): 01508 533622
  • Freephone: 0800 3896109

We’ll consider your request and get back to you in 10 working days.

If you cannot plan your journey using the google maps link on our ‘contact us’ page, call or email us for directions.

Reporting accessibility problems with this website

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

Web Services Lead

Enforcement procedure

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).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are deaf, hearing impaired or have a speech impediment.

Our offices have audio induction loops, or if you contact us before your visit, we can arrange a British Sign Language (BSL) interpreter.

Find out how to contact us.

Technical information about this website’s accessibility

South Norfolk District Council is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

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

Our login page fails WCAG 2.1: Understanding Success Criterion 4.1.1: Parsing criteria as the element IDs are not unique. This will be fixed as part of our migration to a new identity management platform by June 2021.

Disproportionate burden

PDFs and other documents

We have prioritised making accessible existing PDFs and other documents (eg in Word) published from January 2021 on www.south-norfolk.gov.uk as well as making any new documents that we publish compliant. All documents (PDF, Word format etc) that are downloadable forms used for active administrative processes will be made compliant irrespective of their original publication date. We want to keep PDFs and other documents on the website for public transparency and will provide alternative versions upon request.
 
We have undertaken a detailed assessment and estimate approximately 800 PDF documents (mostly committee agendas) which are within scope of the Regulations remain non-compliant. It takes approximately 3 hours to review and make each document (PDF/Word) accessible. To fix the 800 documents that are within scope would take approximately 320 working days at a cost of approximately £45,000 in staff costs or £115,000 by an external supplier. The majority of these documents have not been viewed by a member of the public or have received very few views. However, we keep them on the website for public transparency and will provide alternative versions upon request. We believe that the cost of retrospectively fixing these documents would be a disproportionate burden within the meaning of the Accessibility Regulations 2018, ie, to fix all documents published on www.south-norfolk.gov.uk since 23 September 2018. Furthermore, we believe the benefit to the public in assigning staff or procuring external support to fix these documents would not be justifiable use of the public purse and users would instead benefit most from us focusing on fixing more recent most used documents and ensuring that new documents are accessible.

Third party software and systems 

Some online services we offer use software that is built and maintained by third party suppliers on our behalf. We have been working with suppliers to establish timescales and costs for compliance. The following outlines the current status of what has been done and what we believe would be a disproportionate burden within the meaning of the accessibility regulations to fix at this time. We will make another assessment when the supplier contract is up for renewal, estimated timescales are provided below: 

  • Payment portal: We’ve fixed the issues with interactive tools and transactions on our Payment Portal, however we are aware the Visa and Mastercard verification service used when processing payments remains non-compliant. We are working with our current software provider to understand how this can be addressed
  • Planning Portal and Local Land Charges: The third party suppliers do not currently have an accessible version of the software, so we would need to look at alternative solutions. We are currently reviewing these business systems as part of a programme of work to align our IT systems across South Norfolk Council and Broadland District Council. The review is expected to complete by June 2021
  • Council Tax: The supplier has confirmed their version is compliant but our checks have found otherwise, possible due to customisation for our site. We are investigating this currently.
  • MySouthNorfolk and Customer Portal: We’ve assessed the cost of fixing the issues with interactive tools and transactions. We believe that fixing these issues would be a disproportionate burden within the meaning of the accessibility regulations. We have instead invested all our time and resources into building a new solution to meet all the accessibility needs for the future. The new platform will be delivered as part of our new website which is due to go live in June 2021
  • Leisure system: We’ve assessed the cost of fixing the issues with interactive tools and transactions on our Leisure system. We believe that fixing these issues would be a disproportionate burden within the meaning of the accessibility regulations. We are currently reviewing the business systems that support the Leisure Service as part of our programme of work to align IT systems. The review is expected to complete by June 2021
  • Electronic forms: We’ve assessed the cost of fixing the issues with the electronic forms on our website. We believe that fixing these issues would be a disproportionate burden within the meaning of the accessibility regulations. We have instead invested all our time and resources into building a new forms solution to meet all our accessibility needs for the future. We are actively redeveloping our forms into the new platform focusing on those forms which are most frequently used by our customers. We intend to complete this work prior to the existing supplier contract being renewed in March 2022.

Content that’s not within the scope of the accessibility regulations

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we do not plan to fix NRP Development Framework March 2009 [PDF] (south-norfolk.gov.uk). However, we want to keep PDFs and other documents on the website for public transparency and will provide alternative versions upon request.

We are also not required by the regulations to fix documents provided by third-parties that are neither funded nor developed by, nor under the control of the Council.

We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.

What we’re doing to improve accessibility

We are launching a replacement website in June 2021 and have worked hard with the supplier to ensure that templates used by web content editors are accessible and responsive. We have trained web content editors on accessible content and have engaged Abilitynet to develop practical training for April 2021 in document production for all staff across the council.

We have set up processes so that this website is continually tested. 

Preparation of this accessibility statement

This statement was prepared on 28th February 2020. It was last updated on 12 March 2021.

This website was last tested on 11 March 2021. The test was carried out by our Siteimprove automated process producing reports and content editor guidance. We use Siteimprove manual testing for satellite sites related to this digital service. 

We use this approach in deciding on sample of pages to test where they have been highlighted as having accessibility issues through the automated monitoring and reporting on content accessibility. 

We test:
•    our main website platform, available at https://www.south-norfolk.gov.uk 
•    our online forms at https://forms.south-norfolk.gov.uk - services based on a different technical platform but ‘skinned’ to look like our website