This accessibility statement applies to the Low Income Scheme Form Ordering Online website.
This website is run by the NHS Business Services Authority (NHSBSA). 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 using browser or device settings
- zoom in up to 400% without the text spilling off the screen
- navigate most of the website using just a keyboard or speech recognition software (Voice Control and Dragon)
- listen to most of the website using a screen reader (including the most recent version of NVDA, JAWS and VoiceOver)
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:
- navigation links are too closely spaced, making it difficult for mobile users to interact accurately
- the Skip to main content link overlaps with the NHSBSA logo, which may confuse users and interfere with its intended function
- focus indicators are not clearly visible for keyboard-only users, making navigation difficult
- error messages are not announced by screen readers, which makes it difficult for assistive technology users to identify and correct form errors
- some page URLs are unclear or misleading and do not align with the page headings, making it hard for users to understand the page context.
- the timeout warning is not displayed to users, so they will not be able to extend or cancel the timeout
- some images contain text that is not read by screen readers like JAWS, which can confuse users relying on assistive technologies
- some pages do not have unique or descriptive titles, making it difficult for users to understand the purpose of the page
- some form fields have labels that are not properly described or associated, which makes it difficult for users to understand the required input
- VoiceOver does not move focus to the main content when the skip link is used, which prevents users from bypassing repetitive navigation
- visited links are not announced as visited by screen readers, which makes users unable to track which links have been followed
- full page content is not announced to screen reader users, making it hard to understand the purpose or structure of the page
- Voice Control users may face difficulties while navigating this website
Feedback and contact information
Contact us if you need information about this website in a different format, such as accessible PDF, large print, easy read, audio recording or braille. We’ll consider your request and get back to you within 5 working days.
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 using the same email address:
Email: accessibility@nhsbsa.nhs.uk
This email address is only for accessibility queries. It is not for technical queries or IT problems. If you have a query that is not about accessibility, you can contact us by:
Email: hwhc@nhsbsa.nhs.uk
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).
Technical information about this website’s accessibility
The NHSBSA 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 listed below.
Non-accessible content
The content listed below is non-accessible for the following reasons.
Non-compliance with the accessibility regulations
Navigation links are too closely spaced, making it difficult for mobile users to interact accurately. This fails WCAG 2.2 criteria 2.5.8 (Target Size - Minimum).
The Skip to main content link overlaps with the NHSBSA logo, which may confuse users and interfere with its intended function. This fails WCAG 2.2 criteria 2.4.1 (Bypass Blocks) and 1.4.11 (Non-text Contrast).
Focus indicators are not clearly visible for keyboard-only users, making navigation difficult. This fails WCAG 2.2 criteria 2.4.7 (Focus Visible),1.4.11 (Non-text Contrast) and 2.1 (Keyboard accessible).
Error messages are not announced by screen readers, which makes it difficult for assistive technology users to identify and correct form errors. This fails WCAG 2.2 criteria 3.3.1 (Error Identification) and 4.1.3 (Status Messages).
Some page URLs are unclear or misleading and do not align with the page headings, making it hard for users to understand the page context. This fails WCAG 2.2 criteria 2.4.4 (Link Purpose - In Context) and 2.4 (Navigable).
The timeout warning is not displayed to users, so they will not be able to extend or cancel the timeout. This fails WCAG 2.2 criterion 2.2.6 (Timeout).
Some Informational images contain text that is not read by screen readers like JAWS, which can confuse users relying on assistive technologies. This fails WCAG 2.2 criterion 1.4.9 (Images of Text).
Some pages do not have unique or descriptive titles, making it difficult for users to understand the purpose of the page. This fails WCAG 2.2 criterion 2.4.2 (Page Titled).
Some form fields have labels that are not properly described or associated, which makes it difficult for users to understand the required input. This fails WCAG 2.2 criteria 3.3.2 (Labels or Instructions) and 1.3.1 (Info and Relationships).
VoiceOver does not move focus to the main content when the skip link is used, which prevents users from bypassing repetitive navigation. This fails WCAG 2.2 criterion 2.4.1 (Bypass Blocks).
Visited links are not announced as visited by screen readers, which makes users unable to track which links have been followed. This fails WCAG 2.2 criteria 1.3.6 (Identify Purpose) and 4.1.2 (Name, Role, Value).
Full page content is not announced to screen reader users, making it hard to understand the purpose or structure of the page. This fails WCAG 2.2 criteria 1.3.1 (Info and Relationships) and 4.1.2 (Name, Role, Value).
Voice Control users may face some difficulties while navigating this website. This fails WCAG 2.2 criterion 4.1 (Compatible).
We plan to fix these issues. When we publish new content, we’ll make sure it meets accessibility standards.
Content that’s not within the scope of the accessibility regulations
Many features on the website need to be accessibility-reviewed to make sure they’re implemented correctly for users with accessibility needs.
The structure of the website screens needs to be reviewed to make sure they meet accessibility guidelines.
Although these do not fail WCAG 2.2 success criteria, we aim to review these areas. This will make sure we meet all accessibility standards on our website.
What we’re doing to improve accessibility
We’re committed to making sure this website is compliant to WCAG 2.2 ‘AA’ standard.
Our accessibility compliance statement will be reviewed regularly. Every newly released website will be designed, built, and tested to meet ‘AA’ standards by default.
Preparation of this accessibility statement
This statement was originally prepared on 16 September 2020. It was last reviewed on 10 June 2025.
This website was last tested on 27 May 2025 against the WCAG 2.2 AA standard.
The test was carried out by the NHSBSA test and development teams. The most viewed pages were tested using automated testing tools by our website team. A further audit of the website was carried out to the WCAG 2.2 AA standard.
We tested all the website screens to meet ‘AA’ WCAG 2.2 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, JAWS or VoiceOver) and standards checklists.
We run representative user journey tests through speech recognition software (Dragon or Voice Control).
These checklists contain standards that have been compiled using WCAG, the NHS service manual and the Government Digital Service (GDS) guidance.