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Accessibility statement

This accessibility statement applies to the www.north-ayrshire.gov.uk website.

This website is run by North Ayrshire Council. We want as many people as possible to be able to use this website. You should be able to:

  • change colours, contrast levels and fonts using browser or device settings
  • zoom in up to 400% without the text spilling off the screen
  • navigate most of the website using a keyboard or speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We also aim to make the website text as simple as possible to understand.

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

Technical information about this website’s accessibility

North Ayrshire 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 2.2 AA standard, due to the non-compliances and the exemptions listed below.

Non-accessible content

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

  1. Our site uses a third-party chatbot developed by Netcall. The North Ayrshire Council logo on the chatbot does not have a suitable image description. Users of assistive technologies may not have access to information conveyed in this image. This fails WCAG 2.2 success criterion 1.1.1 (Non-text Content).
  2. On the Netcall chatbot, buttons with non-textual content do not have a suitable text alternative. This fails WCAG 2.2. success criterion 1.1.1 (Non-text Content).
  3. Many documents are in non-HTML formats, for example PDF and Microsoft Word. They are not accessible in many ways including missing text alternatives and missing document structure.

Accessibility of external portals

Our website includes links to external portals operated both internally and by third-party providers. While we are committed to ensuring all digital services meet the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard, we acknowledge that some of these portals do not currently meet accessibility requirements.

  1. Online forms accessed via digital.north-ayrshire.gov.uk are not fully accessible. We are working both internally and with the vendor to bring them towards AA standard by 31 December 2026.
  2. Online forms accessed via nayrshire.hub.onforms.app, portal.north-ayrshire.gov.uk, and benefits.north-ayrshire.gov.uk are scheduled to be replaced with forms at digital.north-ayrshire.gov.uk by December 2026 as part of our ongoing digital transformation programme.
  3. Online forms accessed via nayrshire.highway-iams.uk are not fully accessible. These forms may be replaced with forms at digital.north-ayrshire.gov.uk depending on future service decisions.
  4. north-ayrshire.cmis.uk.com is an internally managed portal that is not fully accessible. At present, there is no confirmed timeline for when this portal will be brought into compliance. We acknowledge that this may present barriers for users with access needs and are committed to exploring future improvements.
  5. Online forms accessed via civicaepay.co.uk and pcnportal.north-ayrshire.gov.uk are expected to remain inaccessible due to limitations imposed by the third-party provider. We continue to engage with the provider to explore potential improvements.

Some of these portals are outside our direct control, but we recognise the impact this may have on users with access needs. We are actively working to improve accessibility across all services and are engaging with third-party providers to encourage compliance.

The content is not within the scope of the accessibility regulations

  1. The site uses some maps which are exempt from accessibility regulations.

Feedback and contact information

If you need information on this website in a different format like translation, large print, audio recording or braille, please request directly from the appropriate service, or via Customer Services.

The service will consider your request and get back to you as soon as possible. Allow 10 working days.

What we’re doing to improve accessibility

We are continuing to review PDF and Word documents, with an aim to turn all service created documents into accessible HTML formats before December 2026. Lists of the current inaccessible documents document on the website are available.

In 2025, we have created 183 accessible HTML documents which have replaced inaccessible documents. This figure will increase as work progresses and there will be a quarterly report on this figure.

We have contacted Netcall, our supplier and are awaiting a response for accessibility fixes relating to the chatbot widget.

Preparation of this accessibility statement

This statement was prepared on 13 September 2024. It was last reviewed on 20 October 2025.

This website has been tested against the WCAG 2.2 AA standard. This test of a representative sample of pages was carried out by MIXD on the 7 November 2024.

We also used findings from our own testing when preparing this accessibility statement. Testing methods included using screen readers and accessibility tools, such as Siteimprove, Lighthouse, Wave and Axe DevTools.

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).

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