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Accessibility statement

We're committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability.

We are actively working to increase the accessibility and usability of our website.

We aim to meet Double-A standard of the Web Content Accessibility Guidelines 2.1.

Accessibility features

Our website includes the following features to help you access our information: You can:

  • change the text size, colours and fonts
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to the website - we use Recite for this function; it also offers translation support*

How to use Recite*

We have added Recite Me to our website to help make our content more accessible with reading and translation support.

How does Recite Me help?

Simple and intuitive to use, 'Recite Me' includes audio playback functionality, dyslexia software, an interactive dictionary and a translation tool with over 100 languages. It even has the ability to change the entire colour scheme, font size and style – with a bottom-heavy font for anyone with dyslexia.

We've made sure it’s very simple to use. You don’t have to download or install anything. It also works whether you're on a computer, laptop, tablet or smartphone.

To access Recite Me, all you need to do is select the link on our website that says ‘Listen and translate' which will load the toolbar at the top of your screen.

Need support?

The video below explains more about Recite Me.


There is also a Recite Me user guide available if you would prefer.


Our site works best on the latest versions of Chrome, Firefox, Safari, Edge, Internet Explorer and other browsers. If you don’t have the latest version, we recommend upgrading.

How we monitor accessibility

We use the Siteimprove ( service to regularly monitor the accessibility of our website. And where issues arise, we make changes wherever possible. We also regularly undertake usability testing of our website.

How accessible this website is

Whilst we try to meet accessibility guidelines, it’s not always possible to do so in all areas of the website. The following areas may not currently be fully accessible:

  • older PDFs may not be fully accessible to screen reader software
  • some of our online services hosted by third party suppliers*

*Third party supplier applications

We require that any new third party systems we commission for the website are Web Content Accessibility Guidelines 2.1 AA compliant. However, third party applications are partly or wholly out of our control. So they may not conform to the same levels of accessibility as the rest of the website.

Third party applications include:

  • Idox planning and licensing online – view and comment on applications
  • Capita online payments
  • MyRevenues – Council Tax, benefits and business rates accounts
  • MyAccount – citizen account and online forms
  • Homeconnections – West Norfolk Homechoice housing system
  • Job train – job vacancies
  • Modern Gov (our democracy system)

We monitor the accessibility of these sites and ask suppliers to fix accessibility issues if they arise.

Other content

Many of our older PDFs and Word documents don’t meet accessibility standards. For example, they may not be structured so they’re accessible to a screen reader. This doesn’t meet WCAG 2.1 success criterion 4.1.2.

Some of our PDFs and Word documents are essential to providing our services. For example:

  • PDFs with information on how users can access our services
  • forms published as Word documents.

By September 2021, we plan to either fix these or replace them with accessible HTML pages.

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.

What to do if you can’t access parts of this website

We can provide information on this website in a different format. For example:

  • an accessible PDF
  • large print
  • audio recording

Please contact us to arrange this. You can:

We’ll look at your request and get back to you. We aim to get back to you within five days. But, depending on the format you require, this may take longer.

If you can’t view the map on our visit us in person page, please contact us for directions.

What we’re doing to improve accessibility

We plan to improve accessibility on this website by:

  • reviewing third party applications
  • making our PDF documents as accessible as possible
  • where possible, creating HTML pages rather than PDF documents
  • regularly monitoring the accessibility of our website
  • testing web accessibility with an independent assessor

Report a problem

We’re always looking at ways to improve accessibility on our website. If you've experienced any accessibility problems whilst using this site, we would welcome your comments and feedback.

You can report an accessibility problem online. 

To report an accessibility problem online, you'll need to provide details of the:

  • problem you've experienced
  • device you were using
  • browser (if known)

Report an accessibility issue

Or you can tell us your feedback by calling us on 01553 616200.

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).