Accessibility statement for HMRC’s Help and support email service

This accessibility statement explains how accessible this service is, what to do if you have difficulty using it, and how to report accessibility problems with the service.

There is a separate accessibility statement for the main GOV.UK website.

This page only contains information about HMRC’s Help and support email service, available at https://subscriptions.hmrc.gov.uk.

Using this service

HMRC’s Help and support email service lets you to subscribe to help and support topics, manage your topic subscriptions, and if you no longer want receive emails, to unsubscribe from the service.

This service is run by HM Revenue and Customs (HMRC). We want as many people as possible to be able to use this service. This means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • get from the start of the service to the end using just a keyboard
  • get from the start of the service to the end using speech recognition software
  • listen to the service using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We have also made the text in the service as simple as possible to understand.

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

How accessible this service is

This service is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

Some people may find parts of this service difficult to use:

  • The service will time the user out without giving them the option to extend the session.
  • The email address fields do not present error messages in ways which are easily readable.

What to do if you have difficulty using this service

You can contact HMRC for extra support if you need help with filling in forms or getting a different format, like large print, audio recording or Braille.

Reporting accessibility problems with this service

We are always looking to improve the accessibility of this service. If you find any problems that are not listed on this page or think we are not meeting accessibility requirements, email: helpandsupportcampaigninbox@hmrc.gov.uk. This mailbox only supports problems with the accessibility of this service, for all other queries follow the guidance on contacting HMRC. For security reasons, please do not include any personal information, such as tax references, names or contact details, in your email.

If you are not happy with our response

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 are not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS), or the Equality Commission for Northern Ireland (ECNI) if you live in Northern Ireland.

Contacting us by phone or getting a visit from us in person

We provide a text relay service if you are deaf, hearing impaired or have a speech impediment.

We can provide a British Sign Language (BSL) interpreter, or you can arrange a visit from an HMRC advisor to help you complete the service.

Find out how to get extra support from HMRC.

Technical information about this service’s accessibility

HMRC is committed to making this service accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This service is partially compliant with the Web Content Accessibility Guidelines version 2.1 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

There is no option presented to the user to extend their session when the session is about to expire, or warning that the session is about to time out.
This fails WCAG 2.1 success criterion 2.2.1 Timing Adjustable.
This will be fixed by 30 June 2022.

Fields use HTML5 native browser validation.
This fails WCAG 2.1 success criterion 3.3.1 Error identification.
This will be fixed by 30 June 2022.

How we tested this service

The service was last tested on 28 January 2022 and was checked for compliance with WCAG 2.1 AA.

The service was built using parts that were tested by the Digital Accessibility Centre. The full service was tested by HMRC and included disabled users.

This page was prepared on 29 September 2021. It was last updated on 28 February 2022.