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Accessibility statement for My NHS Pension

This accessibility statement applies to My NHS Pension.

This website is run by the NHS Business Services Authority. 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 400% without the text spilling off the screen
  • navigate most of the website using just a keyboard

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, as:

  • images have empty alternative text
  • some screens have blank or empty heading gaps
  • some buttons used on the website have no description of the button use or purpose
  • images used to space out content have empty alternative text
  • change link buttons are not unique to the field they are associated to
  • skip links do not exist on several pages
  • logo is not visible when in mobile view
  • logo is not visible when zoomed in to 400%
  • headings are missing on some screens
  • tab indexing is incorrect meaning some elements cannot be reached by keyboard only navigation
  • the website cannot be used when JavaScript is disabled
  • when styles are disabled, hidden text appears at the top of the screen
  • when styles are disabled, page images flow off the page and are too big for the screen
  • error messages are not specific to the field in error
  • error messages are not consistent and will not alert the user to an error on some screens
  • users cannot navigate back to the home screen by logo or home links
  • users cannot identify the service by keyboard navigation as the NHS and service name logos are not focusable
  • some links are styled and look like buttons when they are links
  • some images do not include alternative text and associated pop ups are not explained to the user
  • users will not be informed when they have logged out of the service
  • users requiring the use of screen readers cannot tell if they have two factor authentication set up or not
  • the service has not been tested with Mac based Voice Control software
  • users will not be able to access some elements directly by using action and the element name, for example, click Start
  • in mobile view, some pages will display a large empty space on the right side of the page
  • when zoomed to 400%, some pages will display a large empty space on the right side of the page
  • some pages have duplicated page titles making it difficult for users to know which page they are on
  • on the Earnings history page, the table headers spill into the fields when in mobile view
  • on the Earnings history page, the table headers spill into the fields when zoomed in to 400%

How to request content in an accessible format

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille, you can contact us by:

Email: accessibility@nhsbsa.nhs.uk

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

This inbox is only for accessibility queries. This inbox is not for technical queries or IT problems. If you have a query that is not about accessibility, go to the ‘Contact us’ section of this page.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems that are not listed on this page or think we’re not meeting accessibility requirements, you can contact us by:

Email: accessibility@nhsbsa.nhs.uk

This inbox is only for accessibility queries. This inbox is not for technical queries or IT problems. If you have a query that is not about accessibility, go to the ‘Contact us’ section of this page.

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).

Contact us

For all queries not accessibility related, you can contact us by:

Email: nhsbsa.mynhspension@nhsbsa.nhs.uk

Technical information about this website’s accessibility

The NHS Business Services Authority 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 the accessibility regulations

Images have empty alternative text. This fails WCAG 2.1 success criterion 1.1.1 (None text content).

Some screens have blank or empty heading gaps. This fails WCAG 2.1 success criterion 2.4.10 (Section Headings).

Some buttons used on the website have no description of the button use or purpose. This fails WCAG 2.1 success criterion 4.1.2 (Name, Role, Value).

Images that are used to space out content are missing alternative text. This fails WCAG 2.1 success criterion 1.1.1 (None text content).

Change link buttons are not unique to the field they are associated to. This fails WCAG 2.1 success criterion 2.4.4 (Link Purpose, in context).

Skip links do not exist on several pages. This fails WCAG 2.1 success criterion 2.4.1 (Bypass Blocks).

Images are not visible when in mobile view. This fails WCAG 2.1 success criterion 1.3.4 (Orientation).

Images are not visible when zoomed in to 400%. This fails WCAG 2.1 success criterion 1.4.10 (Reflow).

Headings are missing on some screens. This fails WCAG 2.1 success criterion 2.4.6 (Headings and Labels).

Tab indexing is incorrect meaning some elements cannot be reached by keyboard only navigation. This fails WCAG 2.1 success criterion 2.4.3 (Focus Order).

The website cannot be used when JavaScript is disabled. This fails WCAG 2.1 success criterion 4.1 (Compatible).

When styles are disabled, hidden text appears at the top of the screen. This fails WCAG 2.1 success criterion 1.3.2 (Meaningful Sequence).

When styles are disabled, page images flow off the page and are too big for the screen. This fails WCAG 2.1 success criteria 1.3.2 (Meaningful Sequence) & 1.4.10 (Reflow).

Error messages are not specific to the field in error. This fails WCAG 2.1 success criterion 3.3.1 (Error Identification).

Error messages are not consistent and will not alert the user to an error on some screens. This fails WCAG 2.1 success criterion 3.3.1 (Error Identification).

Users cannot navigate back to the home screen by logo or home links. This fails WCAG 2.1 success criterion 3.2.3 (Consistent Navigation).

Users cannot identify the service by keyboard navigation as the NHS and service name logos are not focusable. This fails WCAG 2.1 success criterion 2.4.7 (Focus Visible).

Some links are styled and look like buttons when they are links. This fails WCAG 2.1 success criterion 4.1.2 (Name, Role, Value).

Some menu images do not include alternative text and associated pop ups are not explained to the user. This fails WCAG 2.1 success criterion 1.1.1 (None text content).

Users will not be informed when they have logged out of the service. This fails WCAG 2.1 success criterion 4.1.3 (Status Messages).

Users cannot tell if they have two factor authentication set up or not. This fails WCAG 2.1 success criterion 4.1.3 (Status Messages).

The service has not been tested with Mac-based Voice Control software. This fails WCAG 2.1 success criterion 4.1.3 (Status Messages).

Users will not be able to access elements directly by using action and the element name, for example, click Start. This fails WCAG 2.1 success criterion 4.1 (Compatible).

In mobile view, some pages will display a large empty space on the right side of the page. This fails WCAG 2.1 success criterion 1.3.4 (Orientation).

When zoomed to 400%, some pages will display a large empty space on the right side of the page. This fails WCAG 2.1 success criterion 1.3.4 (Orientation).

Some pages have duplicated page titles making it difficult for users to know which page they are on. This fails WCAG 2.1 success criterion 2.4.2 (Page Titled).

On the Earnings history page, the table headers spill into the fields when in mobile view. This fails WCAG 2.1 success criterion 1.3.4 (Orientation).

On the Earnings history page, the table headers spill into the fields when zoomed in to 400%. This fails WCAG 2.1 success criterion 1.3.4 (Orientation).

When we publish new content, we’ll make sure it meets accessibility standards.

What we’re doing to improve accessibility

We’re committed to making sure this website is compliant to WCAG 2.1 ‘AA’ standard.

Every new released website will be designed, built and tested to meet ‘AA’ standards by default.

Preparation of this accessibility statement

This statement was prepared on 29 March 2023. It was last reviewed on 3 May 2023.

This website was last tested on 15 March 2023. The test was carried out by the NHSBSA test and development teams.

We tested all of the website screens to meet ‘AA’ WCAG 2.1 standards, using manual and automated tests.

We run each webpage through automated Wave, Lighthouse and Axe accessibility tools then manually test with screen readers (NVDA) and standards checklists. We run representative user journey tests through speech recognition software (Dragon).

These checklists contain standards that have been compiled using WCAG, the NHS service manual and the Government Digital Service (GDS) guidance.