Accessibility statement for this website's chatbot function

Liverpool City Council uses a number of third-party applications to deliver key online services to its customers. The chatbot function used on this site is a third-party application supplied by Landbot and used to support a number of services.

This accessibility statement outlines how accessible this application is and what measures being taken to improve its accessibility status. For information about the core content managed by us, please see the liverpool.gov.uk accessibility statement.

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

How accessible is this application?

We know that some parts of this application are not fully accessible, these include:

  • the chat button is missing a focus indicator - focus visible 2.4.7
  • users are unable to access the chatbot using only a keyboard - keyboard 2.1.1
  • the HTML used for the chatbot has several validation errors which make it difficult for users of assistive technology to use it - parsing 4.1.1
  • components in the chatbot, for example iframe, have not been built in an accessible way so may not be announced and may be difficult to interact with - name, role, value 4.1.2

Compliance status

This application is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and issues listed above.

Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille you can contact us using the following methods:

We'll consider your request and get back to you as soon as possible.

Reporting accessibility problems 

We're always looking to improve the accessibility of this website. If you find any problems not listed on this page or think that we're not meeting accessibility requirements, please contact webmaster@liverpool.gov.uk.

Enforcement procedure

The Equality and Human Right 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).

What we're doing to improve accessibility

Landbot and Liverpool City Council are committed to making the chatbot accessible, in accordance with the Public Sectors Bodies (Websites and Mobile Applications) (No.2) Accessibility Regulations 2018.

Liverpool City Council has an ongoing improvement programme focused on improving accessibility across the whole of liverpool.gov.uk. The chatbot was last audited in July 2021 and will be reviewed again for improvement October 2021.

If our providers fail to meet and address key accessibility requirements, we will make every effort to request they make the necessary improvements. If the costs of making these improvements is too high, we may consider them a disproportionate burden on the council and seek to review our contract with the provider when it is next up for renewal.

The existing chatbot contract is up for renewal in December 2022, at which point any replacement will be procured following Liverpool City Council's procurement guidelines which include mandatory digital accessibility checks since February 2021.

Read liverpool.gov.uk's wider accessibility statement for more information.

Preparation of this accessibility statement

This statement was prepared in October 2021. It was last reviewed in October 2021.