Accessibility statement for

This accessibility statement applies to (See our separate accessibility statement for

This website is run by Norfolk County 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
  • Navigate the website using just a keyboard
  • Navigate 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)

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

How accessible this website is

We aim to meet the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.1 at AA level.

However, we know some parts of this website are not fully accessible:

  • The Norfolk Assistance Scheme form has issues that may mean your screenreader cannot read the page properly. 
  • The text in some elements may overlap and be harder to read at zoom levels above 200%
  • Some data dashboards are not fully accessible to users who use screen readers, navigate using a keyboard or need to adjust the display. The content is also available in an alternative accessible PDF format
  • Many older PDF documents are not fully accessible to screen reader software
  • Live video streams do not have captions

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:

Contact us via email

We aim to respond to email enquiries within three working days.

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

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 D/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.

Contact us to ask about your visit.

Technical information about this website’s accessibility

Norfolk County 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

We are aware of the following areas where our site is not currently meeting the WCAG standards. We have listed the issues according to the specific WCAG standard they are missing. We are currently working on fixes for all these issues and where possible have listed an estimated date for fixing them.

Non compliance with the accessibility regulations 

Overlapping text on Fire and Rescue Service page

On the Fire and Rescue Service page, if the text spacing is adjusted, some of the text overlaps and becomes hard to read, for example, in the "Request a home fire safety visit" box at the top of the page. This fails WCAG 1.4.12 Text Spacing.

We expect this to be fixed as part of a site upgrade that is being carried out later in 2022.

On some web forms buttons are activated on the down event for mobile users

Throughout both the General Enquiry and Norfolk Assistance Scheme forms, when using a mobile device, the buttons (for example Previous/Next) get activated at the moment the button is pressed (down event), not on the up-event. This can make it more likely that users could accidentally trigger a button press. This fails WCAG 2.5.2 Pointer cancellation.

These forms use a system run by a company who are not part of the Council. We have alerted them to this issue and are expecting a fix in the next few months.

Date of expected fix December 2022.

Duplicate IDs on General Enquiry form

In the General enquiry form, 36 elements were found with duplicate IDs, including:

  • libraryCardNumber
  • label_query
  • mandatory_query

IDs need to be unique for the HTML to be valid.

This fails WCAG 4.1.1 Parsing.

Date of expected fix December 2022.

Duplicate IDs on Norfolk Assistance Scheme form

Throughout the Norfolk Assistance Scheme form, several elements were discovered with duplicate IDs, IDs need to be unique for the HTML to be valid. If the HTML is not valid this can cause issues for some users of assistive technology.

This fails WCAG 4.1.1 Parsing.

Date of expected fix December 2022.

Form field appearing as “unlabelled” on Assistance Scheme form

On the Norfolk Assistance Scheme form, page 2 (application reason), the "item" text box appears in a screen reader as "unlabelled", even though it is labelled in the HTML as "item". This fails WCAG 4.1.2 Name, role, value.

This is likely to be related to the duplicate ID issue mentioned under the 'Duplicate IDs on Norfolk Assistance Scheme form' section above.

Date of expected fix December 2022.

Emissions dashboard on Net zero commitment page

On the Net zero commitment page, we link to an emissions dashboard. This data dashboard is not compliant in several ways – for example: 

  • Users can’t navigate to all interactive interface components using a keyboard 
  • Focus is not always visible 
  • If users adjust text spacing, browser zoom and/or display resolution, some content is not visible, or is only visible when scrolling in two dimensions.

This fails WCAG 2.1.1 Keyboard, 2.4.7 Focus Visible, 1.4.10 Reflow and 1.4.12. Text Spacing. 

All content in the dashboard is also available in an accessible PDF format on the Net zero commitment page. We are working to present the dashboard in an accessible way. 

Date of expected fix June 2023.

Disproportionate burden

We are not claiming disproportionate burden on any part of our site. This doesn’t include subdomains such as which are covered by their own accessibility statement.

Third party software and apps

Some online services we offer are built and maintained by third party suppliers on our behalf.

The specific teams that operate these services are working with their suppliers to establish timescales for full audits of these services. Examples include:

  • Libraries catalogue
  • Adult education course bookings systems
  • Registration office appointment booking
  • Application Tracking Service
  • CMIS - committee papers portal
  • Adults’ social care portal
  • Children’s social care portal
  • Norfolk Education Online

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

Older 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).

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.

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

Live video

Live video streams do not have captions. This fails WCAG 2.1 success criterion 1.2.4 (captions - live).

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

Older videos

Some of our older videos do not have captions. This fails WCAG 2.1 success criterion 1.2.2 (captions – pre-recorded).

We do not plan to add captions to these older videos because videos published before 23 September 2020 are exempt from meeting the accessibility regulations.


Our maps are not accessible to screen reader users. We have ensured that essential information included in maps, such as addresses or directions, are available in an accessible format.

Preparation of this accessibility statement

This statement was prepared on 22 September 2020. 

This website was last tested in September 2021.

The statement was last updated on 29 July 2022.

We tested our main website, available at using site monitoring platform, Silktide. We also carried out manual checks on key pages and documents.

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