Accessibility statement for HMRC’s Help and support email service

This accessibility statement explains how accessible this service is, what to do if you have difficulty using it, and how to report accessibility problems with the service.

There is a separate accessibility statement for the main GOV.UK website.

This page only contains information about HMRC’s Help and support email service, available at https://www.public-inf.co.uk.

Using this service

HMRC’s Help and support email service lets you to subscribe to help and support topics, manage your topic subscriptions, and if you no longer want receive emails, to unsubscribe from the service.

This service is run by HM Revenue and Customs (HMRC). We want as many people as possible to be able to use this service. This means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • get from the start of the service to the end using just a keyboard
  • get from the start of the service to the end using speech recognition software
  • listen to the service using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We have also made the text in the service as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this service is

This service is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

Some people may find parts of this service difficult to use:

  • Pinch zoom has been disabled and some text will not increase in size when requested using browser settings.
  • The service will time the user out without giving them the option to extend the session.
  • Fields for email information may not offer the user the option to populate from data previously saved in the browser.
  • Required field information may not be announced to certain screen-readers when moving progressively through the page. Note, all email fields are required.
  • When the email inputs have an error, the focus indicator is not visible enough.
  • All page titles are the same, which makes identifying when pages change or what the page contents are difficult.
  • The text in the cookie banner does not have a good contrast against the background making it harder to read.
  • When the dialogs are present, the page behind is exposed to screen-readers by way of the screen-reader elements list, but cannot be accessed.

What to do if you have difficulty using this service

You can contact HMRC for extra support if you need help with filling in forms or getting a different format, like large print, audio recording or Braille.

Reporting accessibility problems with this service

We are always looking to improve the accessibility of this service. If you find any problems that are not listed on this page or think we are not meeting accessibility requirements, email: mailbox.digitalsupport@hmrc.gov.uk. This mailbox only supports problems with the accessibility of this service, for all other queries follow the guidance on contacting HMRC. For security reasons, please do not include any personal information, such as tax references, names or contact details, in your email.

If you are not happy with our response

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 are not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS), or the Equality Commission for Northern Ireland (ECNI) if you live in Northern Ireland.

Contacting us by phone or getting a visit from us in person

We provide a text relay service if you are deaf, hearing impaired or have a speech impediment.

We can provide a British Sign Language (BSL) interpreter, or you can arrange a visit from an HMRC advisor to help you complete the service.

Find out how to get extra support from HMRC.

Technical information about this service’s accessibility

HMRC is committed to making this service accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This service 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

A meta tag is present which prevents user scaling and some content has been created using non-relative sizing which will not scale.
This fails WCAG 2.1 success criterion 1.4.4 Resize Text.
This will be fixed by 31st January 2022.

There is no option presented to the user to extend their session when the session is about to expire, or warning that the session is about to time out.
This fails WCAG 2.1 success criterion 2.2.1 Timing Adjustable.
This will be fixed by 31st January 2022.

Email fields are missing autocomplete attributes which may mean the user will be unable to use the browser's saved data to populate these fields easily.
This fails WCAG 2.1 success criterion 1.3.5 Identify Input Purpose
This will be fixed by 31st January 2022.

Aria has been used in a way which does not provide robust support so some information may be missed by assistive technology.
This fails WCAG 2.1 success criterion 1.3.1 Info and relationships
This will be fixed by 31st January 2022.

The text inputs do not have a visible enough focus indicator when they are in the error state.
This fails WCAG 2.1 success criterion 1.4.11 Non-text contrast.
This will be fixed by 31st January 2022.

All page titles are identical.
This fails WCAG 2.1 success criterion 2.4.2 Page titled.
This will be fixed by 31st January 2022.

The text in the cookie banner falls below the contrast ratio when compared to the background colour.
This fails WCAG 2.1 success criterion 1.4.3 Contrast (Minimum).
This will be fixed by 31st January 2022.

When the dialog is present the page behind cannot be accessed but is still displayed in screen-reader element lists.
This fails WCAG 2.1 success criterion 1.3.1 Info and relationships
This will be fixed by 31st January 2022.

How we tested this service

The service was last tested on 29 September 2021 and was checked for compliance with WCAG 2.1 AA.

The service was built using parts that were tested by the Digital Accessibility Centre. The full service was tested by HMRC and included disabled users.

This page was prepared on 29 September 2021. It was last updated on 29 September 2021.