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Last updated on: 09-Apr-2021

3. Known issues

As part of our commitment to accessibility we are required to publish where we know there are issues with our website.

We list below areas within the website that we know are not fully accessible. We also explain what we’re doing to fix the issues and give information on alternative ways you can get the content.

Issues with text

Some link text doesn’t make sense when read on its own (e.g. ‘click here’).

Some links state ‘link’ in the alternative text or aria label – screen readers are therefore repeating this twice. For example ‘link, report graffiti link’.

Some links have link text as well as a combination of titles, aria labels and alternative text. As a result when read using a screen reader it reads the same or a similar thing multiple times for each link. This is dependent on screen reader settings

We're working on fixing these issues as soon as possible. When we publish new content we’ll make sure link text meets accessibility standards.

Issues with PDFs and other documents

Many of our older PDFs and Word documents don’t meet accessibility standards - for example, they may not be marked up so they’re accessible to a screen reader.

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 and PDFs. By December 2020, we plan to either fix these or replace them with accessible HTML pages or online forms.

The accessibility regulations don’t require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services. For example, we don’t currently plan to fix historic meeting minutes as we need to prioritise other areas.

Any new PDFs or Word documents we publish will meet accessibility standards.

Issues with images, video and audio

There are a small number of images on the website that don’t have alternative text. For some that do, the alternative text isn’t as relevant and helpful as it could be.

Not all of our video content has captions, particularly any live videos.

We plan to make sure that all images on the website have relevant and helpful alternative text by September 2020. We will ensure that we add captions to all videos produced from September 2019. We don’t plan on adding captions to live videos because they are exempt from meeting the accessibility regulations.

Issues with interactive tools and transactions

Some of our interactive forms are difficult to navigate using a keyboard and screen readers can get stuck in certain sections.

Our forms are built and hosted through third party software from Firmstep and are ‘skinned’ to look like our website. As a result there is only a certain amount of the functionality that we have control over, the rest will be down to our software supplier to improve and fix.

We plan to work with our software supplier and other customers to fix the issues by December 2020.

Other accessibility issues

Some aria-labels and WAI-ARIA roles may be incorrect or not as useful as they could be. Our automated checks are able to check whether they exist, but are not able to tell us if they are useful in their given context.

We are starting to work through all of the pages on the website to ensure that they are helpful with the assistance of a screen reader. We aim to have this completed by December 2020.


There are some types of content that are exempt from accessibility regulations. All exemptions that relate to our website are listed here:

  • Online maps and mapping services. However, if they are essential for providing a service, an accessible alternative will be provided. E.g. our find us page includes a map so that you can find our offices, but we have also provided a textual address above so that the map is just an aid rather than a necessity.
  • Third-party content that is neither funded nor developed by, nor under the control of Gravesham Borough Council. E.g. content and services supplied by GOV.UK or Kent County Council.
  • PDFs and documents published before 23 September 2018 which are not essential for providing a particular service or active administrative process. However, we are actively working towards reducing the number of inaccessible PDFs and replacing them with accessible alternatives.
  • Pre-recorded time-based media (videos and audio recordings) is exempt from the regulations if it is published before 23rd September 2020.
  • Live-time based media (e.g. live video footage on social media) is exempt from the regulations.

How we tested this website

Details of how we test and audit this website can be found in our accessibility statement.

What we’re doing to fix accessibility issues

We have a plan in place and are working to fix these issues. We have limited resources but are putting a large proportion of our time into making our website compliant and as accessible as possible.

We are working with our Third party suppliers to fix all the relevant issues listed here that are present in their solutions that are built into our website. For example, our payment portal and jobs listing pages. A full list of suppliers and our most recent interactions with them can be found in our accessibility statement.

We are also working with all our staff who are responsible for writing content for the website, to train them in producing more accessible content and to improve all the content already up on the site that has issues.

If you would like more detailed information on our assessments, or a more detailed look at the steps we are taking to fix a particular issue please email

Something missing?

If you believe that something is missing from this list, please send an email with details to Be as specific and detailed as you can. Please also tell us if you had a good experience on our website.

This statement was prepared on 16/09/2019. It was last updated on 01/10/2020.


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