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Accessibility | Community Directory


Last updated 17/05/21

Accessibility Controls

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Accessibility Statement

We aim to meet the Web Content Accessibility Guidelines (WCAG 2.0) to AA standard. The design of our website includes a number of accessibility features.

We are constantly working to improve the site's features and welcome suggestions and comments.

Accessibility statement for Suffolk InfoLink

This accessibility statement applies to Suffolk InfoLink and includes the following channels: Help for Adults, Emotional Wellbeing and Mental Health Gateway, Suffolk Local Offer and the Families Information Service.

This website is run by Suffolk 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
  • zoom in up to 200% 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

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:

  • some of our pages have outdated use of landmarks and headings
  • you cannot skip to the main content when using a screen reader
  • some of the forms, such as the self-assessment, are difficult to navigate and complete with a keyboard only
  • pages on our community directory may not be fully accessible as there are many groups, organisations and charities (information providers) who update their own records
  • when using a screen reader, some videos are displayed without a title 

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 infolink@suffolk.gov.uk
  • call 01473 265265 

We’ll consider your request and get back to you within 7 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: InfoLink email infolink@suffolk.gov.uk or call 01473 265265.

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).


Technical information about this website’s accessibility

Suffolk 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 and exemptions’ listed below.


Non-accessible content

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

Non-compliance with the accessibility regulations


Some images don’t have a text alternative (alt text), so the information in them isn’t available to people using a screen reader. This doesn’t meet WCAG 2.1 success criterion 1.1.1 (Non-text Content). We are adding text alternatives for our most used pages. When we publish new content we’ll make sure our use of images meets accessibility standards.

Some images contain text, so people with dyslexia or using a screen reader will not be able to read the information. This doesn't meet WCAG success criterion 1.4.5 (Images of Text). We plan to remove or replace images containing text by December 2021. When we publish new content we’ll make sure our use of images meets accessibility standards.


On some pages the same link text is used for different link destinations. This doesn’t meet WCAG 2.1 success criterion 2.4.4 Link Purpose (In Context). We plan to resolve this issue on our most accessed pages by December 2021. When we publish new pages we’ll make sure link text meets accessibility standards.

On some pages the purpose of each link can't be determined from the link text alone. This doesn't meet WCAG 2.1 success criterion 2.4.4 Link Purpose (In Context). We plan for all link text to make sense in isolation by December 2021. When we publish new pages we’ll make sure link text meets accessibility standards.

PDFs and other documents

Some of our PDFs and other documents are not formatted so they’re accessible to a screen reader. This doesn’t meet WCAG 2.1 success criterion 4.1.2 (Name, role value). Any new documents we publish should meet accessibility standards where they are required for essential services or users who are likely to have disabilities or impairments. 


On some pages the tabbing order is not logical when navigating using a keyboard. This doesn’t meet WCAG 2.1 success criterion 2.4.3 Focus Order. We have resolved this on our homepage, and are working with our external suppliers to resolve this on other pages. We have also removed the A-Z from the site, because it made navigating the site more difficult.

On some pages, landmarks are not appropriately applied and this does not meet WCAG 2.1 regulation: 1.3.1 Info and Relationships. We have resolved the use of landmarks on our homepage, making it easier to navigate the site with a keyboard. We are undertaking both a short-term and a longer-term site refresh, which will incorporate design considerations of appropriate landmarks.


On some pages the iFrame has no 'title' attribute or the 'title' attribute is empty. This doesn’t meet WCAG 2.1 success criterion 4.1.2 Name, Role, Value. We have fixed a number of these issues since auditing the site in September 2020, and have a log of issues that we plan to complete by December 2021.

On some pages the italics-tag 'i' is used to highlight text. This doesn’t meet WCAG 2.1 success criterion 4.1.2 Information and Relationships. We plan to fix these issues by December 2021. 

Disproportionate burden

Suffolk InfoLink is run by Suffolk County Council, for their approach to checking their websites and an explanation of how this site fits in with a ‘disproportionate burden’ please see: https://www.suffolk.gov.uk/about/web-accessibility/disproportionate-burden-assessment/


On some pages there isn't sufficient contrast between the colour of the text and the background, making it hard to read the information. This doesn’t meet WCAG 2.1 success criterion 1.4.3 Contrast (Minimum). We plan to improve colour contrast within our longer-term redesign, and at present the colour contrast tools available for our users allow them to change pages to a format which is compliant.

Navigation and accessing information

There’s no way to skip the repeated content in the page header (for example, a ‘skip to main content’ option).

Interactive tools and transactions

Some of our interactive forms are difficult to navigate using a keyboard only, for example the self-assessment form. Our forms are built by a third party supplier so it is not possible for us to update minor changes with these at present.

We’ve assessed the cost of fixing the issues with navigation and accessing information, and with interactive tools and transactions. We believe that doing so now would be a disproportionate burden within the meaning of the accessibility regulations, as we are planning a more in depth review of Suffolk InfoLink, which requires major changes to the design, content and layout of the site. We will make another assessment in December 2021.

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

PDFs and other documents

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. 


Online maps and mapping services are exempt from meeting the accessibility regulations, however we will consider the use of maps in our re-design to consider how information can be provided in an accessible digital manner.

Third party content

Some of our forms incorporate external referrals and are produced by external suppliers. Although these are not under direct control of Suffolk County Council, and therefore not within the scope of these accessibility regulations, we are working with our external suppliers to provide more accessible referral forms where possible.

What we’re doing to improve accessibility

The content on Suffolk InfoLink is produced by different teams across Suffolk County Council. We have been working together to improve the accessibility of our own channels, as well as improve the accessibility of the site for all users. We are tackling accessibility issues through a combination of staff fixes on pages where issues are present, liaising with our supplier and liaising with information providers (the public, charities or organisations). We have also undertaken staff training to improve our knowledge of web accessibility guidelines.

The information and advice pages on Suffolk InfoLink are edited by staff, and we support information providers to update their own records on the community directory. Therefore we have used our own staff to audit the website, in order that we can improve the digital skills of staff, and to enable us to make Suffolk InfoLink more accessible both now and in the future.

Since this statement was first prepared in September 2020, we have worked with our supplier to improve the navigation of the site, including use of landmarks and tabbing sequences. We have removed the A-Z, which was cited at the bottom of the homepage, as this made navigation more difficult. We have also had a re-design of our homepage, including a bigger search box, clearer headings and better contrast on the search box area. We have worked with our supplier to ensure that all hyperlinks are now denoted by colour as well as underlined. We plan to continue improving both the design and accessibility of our main pages. We will update our accessibility statement with any relevant developments. 

Preparation of this accessibility statement

This statement was prepared on 18th September 2020. It was last reviewed on 28th May 2021.

This website was last tested on 22nd February 2021 by Suffolk County Council.

We used a combination of methods to test the accessibility of infolink.suffolk.gov.uk, including:

Suffolk County Council requires basic checks on websites that are independent of suffolk.gov.uk. You can read more about Suffolk County Council’s approach to checking websites for accessibility issues at the following link: https://www.suffolk.gov.uk/about/web-accessibility/disproportionate-burden-assessment/

The guidance on basic checks for websites such as Suffolk InfoLink is as follows:

They will be carried out by the service responsible for the website, based on:

Services will check samples of content, which will include

  • their homepage
  • content pages that are mostly text based
  • images, video and audio content
  • interactive tools and transactions, like forms
  • pages including login functionality, if the website has them
  • PDFs and other document types they have
  • dynamic content like pop-up windows
  • navigation pages, including their sitemap and pages with search functionality

The full accessibility test reports and details for Suffolk InfoLink are available on request.

Suffolk's Local Offer - accessible information

The local offer needs to be accessible to all families with a child / young person with special educational needs and/or disabilities (SEND), not just to those with access to the internet. Developing a paper copy of the local offer has been suggested however, there are challenges in keeping printed information up to date. In Suffolk professionals are encouraged to support families to use the local offer, please see the Independent Advice and Support page for more information.

Information regarding Suffolk’s Local Offer can be supplied in different formats by request. Please call our helpline on 0345 606 1490 or email localoffer@suffolk.gov.uk.

You can also report accessibility issues through our feedback tool, this appears on the right side of every Local Offer page.

Read Suffolk's Accessibility Strategy: Suffolk County Council, Children and Young People’s Services: Accessibility Strategy

Making information about your service more accessible for parents/carers of children with SEND

We have co-produced a guidance document with Suffolk Parent Carer Network for providers / services to help when adding information to your record. It focuses on the type of information parents and carers have specifically asked for to be included and, tips on what to think about when adding information.

View the guidance document.