This accessibility statement applies to the Respond to your letter website.
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
- navigate most of the website using just a keyboard
- listen to most of the website using a screen reader (including the most recent version of NVDA)
- navigate the website using speech recognition software (including the most recent version of Dragon)
- zoom in up to 400% without the text spilling off the screen
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 aren’t fully accessible, as:
- card payment screens contain missing or empty form labels that can make it difficult for screen reader users
- some images like logos do not have a text alternative on card payment screens
- regions or landmarks do not exist on card payment screens, which may make it difficult for screen reader users
- card payment screens skip a heading level
- screen reader users may face difficulties while navigating through autocomplete input field on card payment screens
- some card payment pages are poorly titled and may cause screen reader users to not identify the screen correctly
- users will not be directed to the main content of the page when they select the ‘skip to main content’ link if JavaScript is disabled
- users may experience difficulties using Mac based assistive technologies such as VoiceOver and Voice Control
- screen reader users may face difficulties while navigating through error message screens
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 aren’t 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: HESSDM@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
Card payment screens contain missing or empty form labels that can make it difficult for screen reader users. This fails WCAG 2.1 success criteria 2.4.6 (Headings and Labels), 1.3.1 (Info and Relationships) and 3.3.2 (Labels or Instructions).
Some images like logos do not have a text alternative on card payment screens, so screen reader users cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (Non-text Content).
Regions or landmarks do not exist on card payment screens, which may make it difficult for screen reader users. This fails WCAG 2.1 success criterion 1.3.1 (Info and Relationships).
Card payment screens skip a heading level. This makes navigation hard for keyboard and screen reader users. This fails WCAG 2.1 success criteria 1.3.1 (Info and Relationships), 2.4.1 (Bypass Blocks) and 2.4.6 (Headings and Labels).
Screen reader users may face difficulties while navigating through autocomplete input field on card payment screens. This fails WCAG 2.1 success criterion 1.3.5 (Identify Input Purpose).
Some card payment pages are poorly titled and may cause screen reader users to not identify the screen correctly. This fails WCAG 2.1 success criterion 2.4.2 (Page Titled).
Users will not be directed to the main content of the page when they select the 'skip to main content' link if JavaScript is disabled. This fails WCAG 2.1 success criterion 2.4.1 (Bypass Blocks).
Users may experience difficulties using Mac based assistive technologies such as VoiceOver and Voice Control. This fails WCAG 2.1 success criterion 4.1 (Compatible).
Screen reader users may face difficulties while navigating through error message screens. This fails WCAG 2.1 success criterion 3.3.1 (Error Identification).
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 20 September 2019. It was last reviewed on 18 April 2024.
This website was last tested on 7 March 2024. The test was carried out by the NHSBSA test and front end 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 VoiceOver) and standards checklists.
We run representative user journey tests through speech recognition software (Dragon and Voice Control).
These checklists contain standards that have been compiled using WCAG, the NHS service manual and the Government Digital Service (GDS) guidance.