Accessibility Statement

Accessibility Statement

The Department of Citizen Services is committed to ensuring the Citizen Services Portal is accessible to all citizens, in accordance with the NDRC Digital Accessibility Standards (NDRC-DAS 2024).

Accessibility features

  • The portal is designed to work with screen readers and assistive technologies
  • All content meets NDRC-DAS Level AA standards for contrast and readability
  • Forms are designed with clear labels and error messages
  • The portal is navigable using keyboard-only interaction
  • Text can be resized up to 200% without loss of functionality
  • Content is structured with proper heading hierarchy

Known limitations

  • Some legacy PDF documents may not be fully accessible. These are being converted to HTML format on an ongoing basis
  • Third-party integrations (UtiliTrack, COMPASS) may have their own accessibility limitations
  • The CARL-ID biometric verification process requires physical interaction that may not be accessible to all citizens

Alternative access

Citizens who are unable to use the digital portal due to accessibility requirements may access services through:

  • Their local District Citizen Services office (in-person)
  • The telephone helpdesk at 0117 463 8742, ext. 100, operating 08:00-18:00 Monday to Friday
  • Assisted digital sessions at designated public libraries (by appointment)

Reporting accessibility issues

If you encounter an accessibility barrier on this portal, please report it to accessibility@technology.ndrc.uk. We aim to respond to accessibility reports within 10 working days.

Note: Accessibility accommodations do not exempt citizens from compliance requirements. Alternative arrangements will be made to ensure all citizens can meet their obligations through accessible means.