Supporting the needs of our customers

Accessibility and Adapted Communication

We want all our customers to be able to access our services equally. For customers who may need additional help, we’ve put in place some support to make this easier.

Tell us what you need

When you contact us, please tell us what support you may want or need to be able to interact with us better. Our staff are trained to listen, help and support you as best they can.

Communication preferences

There are a range of ways that you can communicate with us.

If it helps to speak to the same person each time you call, we will try to make sure this happens where we can.

We provide a text relay service and can arrange a British Sign Language (BSL) translator via a third-party service.

If you want us to deal with a trusted family member or friend, in most circumstances you can give us verbal or written authority for them to communicate on your behalf.

Printed formats

We can send printed items, like statements and letters to you in various formats, including:

  • braille
  • large print
  • audio

We'll aim to send all literature in the format you choose. If you get an item from us that isn’t in the right format, just let us know.

If there is anything in any of the literature we send you that you don’t understand, please get in touch so we can explain it to you.

Using assistive technology to customise this website

We are building our websites to be accessible and usable by as many people as possible. We offer a range of solutions to help you to get the best accessible experience on our sites to meet your individual requirements.

Most of our websites will detect and respond to any mobile device or tablet, resizing images and layout to fit correctly.

We are building our content to meet the requirements of Web Content Accessibility Guidelines version 2.1 AA Standard.

For example, on most of our sites you can use the accessibility features on your computer or install assistive technology to:

  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)
  • change colours, contrast levels and fonts
  • 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

We are also making our website text as simple as possible to understand.

All text links, where possible will be written so that they make sense when read out of context.

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

Please bear with us, we know that some parts of this website are not fully accessible, but we are working on it:

  • the text will not reflow in a single column when you change the size of the browser window
  • you cannot modify the line height or spacing of text
  • most older PDF documents are not fully accessible to screen reader software
  • live video streams do not have captions
  • some of our online forms are difficult to navigate using just a keyboard
  • you cannot skip to the main content when using a screen reader
  • there’s a limit to how far you can magnify the map on our ‘contact us’ page

PDF document content is often generated by third-party software and may not always meet accessibility standards.

Most video content has captions or a transcript, but currently we can’t provide audio description for all our videos.

Plain English

We are committed to using plain English and making our content as readable by as many people as possible.

Equality Act

We are committed to ensuring all our products and services are accessible to all customers and free from unlawful discrimination, under The Equality Act 2010.


Please let us know if there are other ways, we can make it easier for you to access our services.

If you have difficulties using this website or accessing your documents in an alternative format please let us know by emailing us.

Or write to us at: Group Customer Experience, 10 Knox Rd, Fitzalan Pl, Cardiff CF24 0TL

This accessibility statement was last updated on 22 June 2022.