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Accessibility statement

This accessibility statement applies to the ICT Solutions website.

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:

  • Some pages have missing headings
  • The visual styling of some headings does not match their programmatic styling
  • The visual positioning of error messages on the contact us form may make it unclear to some users which field the error message applies to
  • The captcha challenge on the contact us form has several accessibility issues which may make the form difficult to use for some users
  • The colour contrast of some elements in different states is not accessible
  • Colour has been used as the only way to convey the meaning of the state changes for some elements
  • Many Word documents are not fully accessible to screen reader software

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:

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, email

We'll consider your request and get back to you within 3 working days. 

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 websites 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-compliance 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 of these issues and, where possible, have listed an estimated date for fixing them.

Non-compliance with the accessibility regulations

The content listed below is non-accessible for the following reasons:

Error identification on the Contact us page

When error messages appear to indicate that the user has not completed the contact form correctly, they are positioned above the field label. This may make it unclear to some users which field the error message applies to..

This fails WCAG 3.3.1 Error identification

Date of expected fix: 2 December 2024

Captcha challenge on the Contact us page

The captcha challenge ('I'm not a robot' checkbox) on the contact form has several accessibility issues. For example:

  • Sometimes users can't navigate to all buttons using a keyboard
  • Checking the checkbox sometimes triggers a change of context (a dialog opens). The user is not warned this is going to happen
  • It's not visually obvious when some components have focus
  • The 'Privacy', 'Terms' and 'Learn more' links are not descriptive enough
  • The challenge expires and errors after two minutes. The user must then tick the checkbox and complete a new challenge. They are not given the option to turn off, adjust or extend the time limit
  • Error messages aren't presented in an accessible way
  • Some text and state indicators don't contrast enough with adjacent colours
  • Users may have to scroll both horizontally and vertically when zoomed in
  • When the page is linearized, the captcha dialog is positioned after all the other page content (after the website page footer). This affects its meaning - it's no longer visually associated with the captcha checkbox

This fails:

  • WCAG 2.1.1 Keyboard
  • WCAG 3.2.2 On input
  • WCAG 2.4.7 Focus visible
  • WCAG 2.4.4 Link purpose (in context)
  • WCAG 2.2.1 Timing adjustable
  • WCAG 3.3.1 Error identification
  • WCAG 4.1.3 Status messages
  • WCAG 1.4.1 Use of colour
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.10 Reflow
  • WCAG 1.3.2 Meaningful sequence

Date of expected fix: September 2024

Missing headings

The following text visually looks and operates as a heading but is not coded as a heading. This means screen reader software will not detect it as a heading:

  • Subheadings in the 'Refine your results' section on the news and events page and search page
  • The 'Connect' text in the footer on all webpages
  • Some headings on the home page

This fails:

  • WCAG 1.3.1 Information and relationships
  • WCAG 2.4.5 Headings and labels

Inconsistent heading styles

The visual styling of some headings does not match their programmatic styling.

This fails WCAG 1.3.1 Information and relationships.

State changes 

When some elements are in different states such as normal, hover, focus or select, the colour contrast between the text or styling (such as an outline or border) and the background, is not accessible.

This fails WCAG 1.4.11 Non-text contrast.

Colour as meaning 

Colour has been used as the only visual way to convey the meaning of the state changes for some elements. 

This fails WCAG 1.4.1 Use of colour.  

Word documents

There are Word documents on the website that do not meet accessibility standards because they:

  • Do not have descriptive document titles and file names. This fails WCAG 2.4.5 Page titled
  • Have incorrect heading structures. This fails:
    • WCAG 1.3.1 Information and relationships
    • WCAG 2.4.6 Headings and labels
  • Include images that are not marked as decorative or given descriptive alternative text. This fails WCAG 1.1.1 Alternative text
  • Include tables that are not accessibly formatted. This means screen reader software will not be able to read and understand them accurately. This fails WCAG 1.3.1 Information and relationships
  • Have content that is only present in the document header. This means the content may not be detected or read out by screen reader software. This fails WCAG 2.4.5 Multiple ways

Date of expected fix: June 2024

Preparation of this accessibility statement

This statement was prepared on 26 October 2023.

This website was last tested in October 2023.

This statement was last updated on 11 June 2024.

We tested the ICT Solutions website, available at, using manual and automated checks on key pages and documents. We used:

  • Accessibility Insights for Web browser extension
  • Web Developer browser extension
  • Nu HTML Checker
  • NVDA

We used a sample-based approach to auditing, based on the Web Accessibility Conformance Evaluation Methodology (WCAG-EM).

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