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My Norwich
Covid alert level for Norwich

The government confirmed on 12 October 2020 that Norwich is in Tier 1 (medium) of the new 3-tier system. Let’s all pull together to help prevent the spread of the virus and avoid further restrictions.

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Accessibility statement

This website has been developed for and is managed by Norwich City Council.

Using this website

We are committed to providing a website that is as accessible and usable to as many people as possible. 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, for example:

  • most PDF documents are not fully accessible to screen reader software
  • some images do not have alternative text attributes
  • some pages have poor colour contrast
  • some tables do not have row headers
  • some links aren't distinguishable by more than just colour
  • some headings levels may not follow the correct logical order
  • content and functionality of our third party applications such as My Norwich, Jobs, Civica pay, Committee meetings, Planning applications public access are not fully accessible

What to do if you cannot access parts of this website

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

We’ll consider the request and get back to you in 5 days.

You can call the number above if you need to talk to us using an interpreter. Find out more about our interpreting and translating service.

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, please:

• complete our contact us form
• email the web team

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 contact us with a complaint and you’re not happy with our response contact the contact the Equality Advisory and Support Service (EASS).

Contacting us

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. How to contact us.

Please note: our customer centre is currently closed but supporting emergency appointments only, so please speak to the customer support officer on arrival if you have accessibility issues.

Technical information about this website’s accessibility

Norwich City 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 accessibility regulations

Colour contrast

  • At the top of some pages there is an information text box where there isn't sufficient contrast between the colour of the text and the background.
  • In the A-Z listing there isn’t sufficient contrast between the letter and background for those letters where there are no entries ie K,Q,X,Y,Z

This means that the experience of people using screen readers and other assistive technologies might not be as good as it should be. This fails WCAG 2.1 AA success criterion 1.4.3 Contrast (Minimum).

We are working with our developer to correct this issue which should be by November 2020. When we publish new content we’ll make sure our use of colour contrast meets accessibility standards.


  • The alternate text (alt text) attribute on images in our directory pages do not show up, so people using a screen reader cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (non-text content). 

We are working with our developer to correct this issue.

  • In the banner heading of the website the council logo duplicates alternative text that is the same as adjacent text. This fails WCAG A 1.1.1

We are working with our developer to correct this issue which should be corrected by November 2020. When we publish new content we’ll make sure our use of images meets accessibility standards.


  • There are some pages where links need to be distinguished by more than just colour in order for users with visual impairments to see these links eg latest news section and forms This fails WCAG A 1.4.1.

We are working with our developer to correct this issue.

  • On some pages, links to the same destination use different link text. This fails WCAG AA success Criterion 3.2.4 (Consistent Identification)
  • On some pages links may not identify the purpose of the link in order to help users decide whether they want to follow the link. This fails WCAG AA success criterion 2.4.4 Link purpose (in context)

We are currently working through these pages to correct them and plan to have this done by the end of 2020. When we publish new content we’ll make sure link text meets accessibility standards.


  • Some tables do not have headers. This fails WCAG 2.1 A 1.3.1 success criterion (Info and Relationships).

We are working with our developer to correct this issue. In the meantime any existing tables are being corrected manually which we plan to have done by the end of 2020. When we publish new tables we’ll make sure they meet accessibility standards.


  • Some form fields do not identify what their purpose is progammatically, which allows browsers to help users fill in forms with known information. This fails WCAG AA 1.3.5

We are working with our developer to correct this issue.

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

You can find the complete list of content exempt from meeting the accessibility regulations on

PDFs and documents

Many of our older PDFs and Word documents don't meet accessibility standards - for example, they may not be marked up so they're accessible to a screen reader. This fails WCAG 2.1 success criterion 4.1.2.

Some of our PDFs and Word documents are essential to providing our services. For example they may be published as forms or as information to help users to access our services.

We had planned to either fix these or replace the most popular documents with accessible HTML pages or online forms by September 2020, but due to the Covid-19 pandemic, this has not been possible.

However, we intend to ensure that all of these are fixed or replaced with accessible HTML pages or online forms as soon as possible.

The accessibility regulations don’t 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. Where it is necessary to publish a document that cannot be made fully accessible it will be published alongside accessible HTML web content.

Live video

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

Third party applications

We require that any new system we commission is Web Content Accessibility Guidelines 2.1 AA compliant. However the following third party applications are partly or wholly out of our control and so may not conform to the same levels of accessibility as the rest of the website.  

  • CMIS (councillor information, meetings, agendas and minutes)
  • Idox (planning applications search)
  • Civica (payments)
  • Gateway (parking)
  • Northgate (council tax)
  • iTrent (job applications)
  • Norwich Home options (Housing)

We are working with our suppliers to fix accessibility issues.

How we tested this website

This website was and is currently being tested for compliance with the Web Content Accessibility Guidelines V2.1 level A and level AA, and these tests have been carried out internally by the web team using automated software and manual sampling.

What we’re doing to improve accessibility

We are continuing to fix the accessibility issues listed in this statement both inhouse and with our developers and third party suppliers and will also review product contract renewals and upgrades.

The accessibility of the website is being reviewed on an ongoing basis and we are in the process of putting in place an automatic monitoring system to help us identify any new issues that arise. (This is something that has been put on hold since March due to the Covid-19 pandemic).

This statement was prepared on 23 September 2020. It was last updated 23 September 2020.

Related webpage

Accessibility features