Attention
We are currently asking people to only come into our offices for essential visits. Where possible, people should contact us by phone or email or through our website.
For up-to-date information about our services and links to useful advice, see our Coronavirus page

Accessibility

Accessibility Statement

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.

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.
  • Most of our online forms are difficult to navigate using just a keyboard.
  • You cannot always skip to the main content when using a screen reader.
  • Main content is sometimes skipped by a screen reader.
  • There’s a limit to how far you can magnify the map on our 'My Nearest’ pages.

What to do if you cannot access parts of this website

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 533701
  • Minicom/textphone (deaf or hard of hearing): 01508 533622
  • Freephone: 0800 3896109

We’ll consider your request and get back to you in 3 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.

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 tables in our online forms content do not have table row headers when needed. This fails WCAG 2.1A 1.3.1 success criterion (Info and Relationships). This is a limitation of the publishing tool which we plan to fix by April 2021.
  • Some images do not have a text alternative, so people using a screen reader cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (non-text content). We plan to add text alternatives for all images by September 2020. When we publish new content, we’ll make sure our use of images meets accessibility standards.
  • The ID used for an element on the page is also used for another element on the page. This fails WCAG 2.1 success criterion 1.3.1 Info and Relationships (Element ID is not unique). We plan to ensure all element id’s are unique on all content pages in our new content management system being launched in April 2021.
  • The u tag is used to underline text. This fails WCAG 2.1 success criterion 1.3.1 Info and Relationships ("u" tag used to format text). We plan to add CSS styles for underlined text by September 2020. When we publish new content, we’ll make sure our use of underlining text meets accessibility standards.
  • Some heading tags are missing text, the tag for the heading is present, but there is no text in the tag. This fails WCAG 2.1 success criterion 1.3.1 Info and Relationships (Heading is missing text). We plan to add text to all heading tags or remove the tags if not required by September 2020. When we publish new content, we’ll make sure our use of heading tags meets accessibility standards.
  • Some iFrames have no 'title' attribute or the 'title' attribute is empty. This fails WCAG 2.1 success criterion 4.1.2 Name, Role, Value (iFrame is missing a title). We will provide the frames with the attribute title=”” and add a description of the content in the title by September 2020. When we publish new content, we’ll make sure our use of iFrames meets accessibility standards.
  • The WAI-ARIA 'aria-describedby' attribute has a reference to an ID that does not exist or an ID that is not unique. This fails WCAG 2.1 success criterion 1.3.1 Info and Relationships ("Aria-describedby" has incorrect (ID) reference). We will make sure that all IDs referred by 'aria-describedby' exists on the page and that the referred ID is only used on one element on the same page by September 2020. When we publish new content, we’ll make sure our use of IDs referred by 'aria-describedby' meets accessibility standards.
  • Some input fields do not have a description that is explicitly associated with the field which would make sure that users of assistive technologies know what the field is for. This fails WCAG 2.1 success criterion 3.3.2 Labels or Instructions (Input field has no description). We plan to add field descriptions to all input fields by September 2020. When we publish new content, we’ll make sure our use of input fields meets accessibility standards.

Disproportionate burden

Interactive tools and transactions

Some of our web pages and interactive forms are difficult to navigate using a keyboard. For example, because some form controls are missing a ‘label’ tag. Our forms are built and hosted through third party software and ‘skinned’ to look like our website. This fails WCAG 2.1 success criterion 1.3.1 (information and relationships). 

We’ve assessed the cost of fixing the issues with interactive tools and transactions on our forms server. We believe that retrospectively 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. We will make another assessment when the supplier contract is up for renewal and the new solution has gone live, likely to be in September 2021.

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

PDFs and other documents

Many of our older PDFs and Word documents do not meet accessibility standards - for example, they may not be structured so they’re accessible to a screen reader. This does not meet WCAG 2.1 success criterion 4.1.2 (name, role value). Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents. By September 2020, we plan to either fix these or replace them with accessible HTML pages.

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. Where possible we ensure PDFs added to the South Norfolk website are machine readable and contain appropriate metadata tags, however a large proportion (1,544) of the total (2,176) PDFs available on our website were published or modified before the EU Directive for documents modified after 23rd September 2018. The EU Directive is a minimum requirement, we feel it is important to ensure all out content is accessible so by April 2021, we have planned, as part of our migration to a new web platform, to either fix these or replace them with accessible HTML pages.

Any new PDFs or Word documents we publish will meet accessibility standards.

How we tested this website

This website is continually tested. The test is carried out by Siteimprove as an automated process with reporting and content editor guidance.

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 tested:

Our main website platform, available at https://www.south-norfolk.gov.uk

Our online forms at https://forms.south-norfolk.gov.uk/ and our customer account portal at https://account.south-norfolk.gov.uk- services based on a different technical platform but ‘skinned’ to look like our website

You can read the full accessibility test report here.

What we’re doing to improve accessibility

We plan to identify and fix issues according to the timescales shown for each area above.

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