This accessibility statement applies to This website is run by Liverpool City 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 as part of the Recite Me functionality in the top toolbar on the site
  • zoom in up to 300% 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 including the most recent versions of JAWS, NVDA and VoiceOver

This website also uses a tool called 'Recite Me' - just click on the 'Read me aloud' link at the top of our website. It includes text to speech functionality, dyslexia software and a translation tool with over 100 languages. You can also use it to change colour schemes, font sizes and style.

If you're using Recite Me for the first time, take a look at the user guide which shows you a range of useful features. 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:

  • most older PDF documents are not fully accessible to screen reader software
  • some live video streams do not have captions
  • some of our online forms are difficult to navigate using just a keyboard

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

We’ll consider your request and get back to you in 20 working 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, email

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).

Contacting us by phone or visiting us in person

We provide a text relay service for people who are Deaf, hearing impaired or have a speech impediment.

You can contact us 8am - 6pm Monday to Friday by:

  • Telephone on 0151 233 3000.
  • TypeTalk (Text Relay) - we will also respond to these calls. More information on how to use this service can be found on the Text Relay website.

Face-to-face at a One Stop Shop

A list of One Stop Shops is available on this site.

Each shop has:

  • wheelchair/pram access and specially lowered desks
  • mini-loop facilities
  • advisers trained in British Sign Language (Levels 1, 2 and 3)
  • BT's 'language line' through which we can contact an interpreter for customers whose first language is not English.

For general enquiries or to book an appointment (you will need to book an appointment if you need advice on Housing Benefit or Council Tax) telephone 233 3000.

Technical information about this website’s accessibility

Liverpool City 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

Non-compliance with the accessibility regulations

We are aware that the following non-compliances have been highlighted and are working hard to address them:

  • Pages that don't scroll in two dimensions on small screens.
  • Missing alternative text for images inside links.
  • Links that are not distinguished by more than just colour.

Disproportionate burden

  • Interactive tools and transactions - some of our interactive forms are difficult to navigate using a keyboard. For example, because some form controls are missing a ‘label’ tag.
  • Third-party applications - if our providers fail to meet and address key accessibility requirements, we will make every effort to request they make the necessary improvements. However, we may not be able to replace their services until their contract expires.

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

PDFs and other documents

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents. By September 2020, we plan to either fix these or replace them with accessible HTML pages.

The accessibility regulations do not require us to fix PDFs or other documents published before 23rd September 2018 if they’re not essential to providing our services. Any new PDFs or Word documents we publish will meet accessibility standards.

Live video

We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.

Preparation of this accessibility statement

This statement was prepared on 22nd September 2020. It was last reviewed on 23rd September 2020.

This website was last tested in September 2020. The test was carried out by Silktide in partnership with Socitm. You can read the full accessibility test report.