Accessibility statement for Report and Support
 
City is committed to creating an inclusive, respectful, and safe space for all members of our community. This accessibility statement applies to City’s Report and Support service, available at https://reportandsuppport.city.ac.uk/ 
 

Scope and Ownership:

The service is run by City, University of London but provided by Culture Shift. The Report and Support service is a system for City students and staff to: 
 
  • Report bullying, harassment, discrimination, a hate incident, domestic abuse, sexual violence, student welfare or safeguarding concerns  
  • Record case management details (student safeguarding).  
  • Provides access to student and staff support resources. 

How accessible this website is? 

We expect there are several accessibility challenges on ‘https://reportandsuppport.city.ac.uk/’ and certain aspects of its design are not under City’s control. 
 
We want as many people as possible to be able to use this website. For example, that means you should be able to:  
  • using your browser settings, change colours, contrast levels and fonts 
  • zoom in without the text spilling off the screen 
  • navigate most of the website using just a keyboard 
  • listen to most of the website using a screen reader  
  • there is no flashing, scrolling, or moving text  
  • use the website without encountering any time limits.  
  • made the website text as simple as possible to understand.  
Guides on using assistive technologies with a range of devices visit AbilityNet My Computer My Way. 


Technical information about this website’s accessibility:

The Report and Support site is created by Culture Shift. Although Culture Shift is not a public sector organisation, they recognise City, University of London is committed to making its digital services 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 2.1 AA standard, due to the non-compliances listed below. 
 
The Culture Shift product consists of two different websites: a customisable public website, and an admin dashboard. More information about this system accessibility can be found within Information for IT teams on Culture Shift knowledge base. 
 

Non-accessible content: 

We are currently reviewing the accessibility of City’s Report and Support services. We are aware of some areas that are not fully accessible and are conducting manual checks to identify and feedback to Culture Shift. In the meantime, we have listed some known issues below: 
  1. Text is clipped when resized 
    Users with low vision should be able to scale all text to 200% without losing any information. Unfortunately, visitors with low vision may not be able to access information if text is clipped (cut off) when scaled up. This fails WCAG 2.1 1.4.4: Resize text – Level AA.  
     
  2. Form errors messages are not readable by screen reader 
    If required fields are left empty, screen readers do not announce the error message as the focus jumps to the uncheck list but not location of the error message. This can be confusing for users, especially those with screen readers, as they might miss the crucial message explaining what is wrong. This fails WCAG 3.3.1: Error Identification - Level A, WCAG 3.3.2: Labels and Instructions - Level A and WCAG 3.2.1: On Focus - Level A. 
     
  3. PDFs (Portable Document Formats) 
    A link to PDF are not fully compatible with screen readers and do not meet accessibility standards. 
     
How we tested this website?

Culture Shift is a third-party SaaS solution the vendor has stated that they use a tool called Pa11y. Pa11y is run on the Dashboard and Demonstration website to check compliance with the Web Content Accessibility Guidelines, version 2.1 to the AA standard. When Pa11y identifies an issue, Culture Shift handle these as a high priority bug. More information regarding accessibility on this system can be found within Information for IT Teams on Culture Shifts knowledge base. 


What we are doing to improve accessibility?

City will work with the supplier to improve the accessibility of this program, and internally review content editable by Student Support Services and the HR Project team. 
 
City’s inhouse user experience professionals are currently doing a blend of automated and manual checks with the help of WAVE, ARCTool and Axe accessibility checkers to monitor and keep track of the fixes we need to do across the website. 
 

What to do if you cannot access parts of City’s Report and Support?

If you encounter any difficulties accessing content on this website or require information in a different format, please contact Student Support Services.  
 
We are committed to making our content accessible to everyone and will work with you to find a suitable alternative format based on your needs. 
 
Please email Student Support Services and they will be more than happy to help. 
 
We will review your request and get back to you within 2-4 working days.  
 
Please be aware that the people reviewing the request may not be the owners of the content or the service you are trying to access and will do their best to seek the owners as quickly as possible. Some requests will be easier to fulfil than other and take a little more time – we can discuss this with you. 
 

Requesting an alternative format? 

If you require information in an alternative format, please contact safeguarding@city.ac.uk providing the following details: 
  • The content required  
  • The issues you are experiencing and what changes you require to the format. 
 
Where a specific alternative format is requested but is not listed, we will consider whether that format can be provided. 


Reporting accessibility problems? 

While we review and audit our pages frequently there may be issues that we are not aware of. If you find a page that contains accessibility issues that we have not listed above or think we are not meeting accessibility requirements, please email safeguarding@city.ac.uk providing the following details:  
 
  • The URL of the page  
  • The issues you are experiencing 
 
Escalation procedure?

If you need to escalate your accessibility issue further, contact the Director of Student Experience. You can expect an acknowledgement of your issue within 5 - 7 days but if your complaint raises complex issues that cannot be answered promptly, we will keep you informed of progress until we can respond fully.  
 
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) 
 
 
Preparation of this statement

This statement was prepared on 27th March 2024. 
 
 

There are two ways you can tell us what happened

Report with personal details or Report without personal details