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Accessibility statement

This accessibility statement applies to https://www.tfwm.org.uk/ and the services and subdomains within this website estate, including those hosted on ArcGIS.

This website is run by Transport for West Midlands.

We want as many people as possible to be able to use this website. We are working to identify and fix the issues, and to improve access for everyone.

How accessible this website is

We know some parts of this website estate are not fully accessible.

The issues identified affect a range of interactions and content across the main website and related sub-sites, particularly where pages rely on dynamic behaviour, reusable components, complex navigation patterns, maps, forms, or interactive search tools.

These issues may affect users who rely on screen readers, keyboard-only navigation, mobile assistive technologies, high levels of zoom, touch or alternative input methods, or other assistive technology.

Examples of the types of issues identified include:

Components and content that are not fully operable using a keyboard, or where keyboard interaction does not behave consistently across pages and views.

Focus not moving in a predictable order, becoming trapped within certain interactive components, or changing unexpectedly after user interaction.

Navigation, headings, labels, reading order, and relationships between content and controls not always being conveyed clearly to assistive technologies, making it harder for users to orient themselves or find content.

Links, buttons, form fields, and other controls that do not always clearly communicate their purpose, role, current state, or visible label to screen reader users.

Forms, filtering controls, and search tools where labels, instructions, validation messages, suggestions, or changes in state are not always announced clearly or explained consistently.

Dynamic updates, hover or focus content, and page changes that are not always communicated clearly to users of assistive technology, including where new windows or tabs open without warning.

Images, icons, maps, colour contrast, focus visibility, and other visual or non-text content that do not always provide an equivalent accessible experience.

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, please contact us using any of the following methods:

We’ll consider your request and get back to you within 10 days.

There is more information about what we can provide and our process in our reasonable adjustments policy.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact the Equalities Team:

  • Email: EqualitiesTeam@wmca.org.uk
  • Call: 0345 303 6760 and ask for the Equalities Team
  • Write to: Equalities Team, 16 Summer Lane, Birmingham, B19 3SD

Enforcement procedure

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’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Contacting us by phone or visiting us in person

 We provide a text relay service for people who are D/deaf, hearing impaired or have a speech impediment.

Our offices have audio induction loops.

You can read more about reasonable adjustments we are able to provide.

Technical information about this website’s accessibility

West Midlands Combined Authority is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website estate is partially compliant with the Web Content Accessibility Guidelines version 2.2 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 (WCAG 2.2 AA)

Priority A

1.1.1 Non-text Content – Some images and non-text elements do not have appropriate text alternatives.

1.3.1 Info and Relationships – In some places, information, structure and relationships are not programmatically determinable.

1.3.2 Meaningful Sequence – Content is not always presented in a meaningful sequence when read using assistive technologies.

2.1.1 Keyboard – Some interactive elements cannot be accessed or operated using a keyboard.

2.1.2 No Keyboard Trap – Keyboard users may become trapped within certain components.

2.4.1 Bypass Blocks – Mechanisms to bypass repeated content do not always work correctly.

2.4.3 Focus Order – Keyboard focus does not always follow a logical order.

2.4.4 Link Purpose (In Context) – The purpose of some links is not clear from their context.

3.2.2 On Input – Changes of context occur unexpectedly when interacting with some controls.

3.3.1 Error Identification – Errors are not always clearly identified or described to users.

3.3.2 Labels or Instructions – Some form controls do not have clear labels or instructions.

4.1.2 Name, Role, Value – Some user interface components do not expose correct name, role, or state information to assistive technologies.

Priority AA

1.4.3 Contrast (Minimum) – Text does not always meet minimum contrast requirements.

1.4.11 Non-text Contrast – Some user interface components and graphical objects do not have sufficient contrast.

1.4.13 Content on Hover or Focus – Content that appears on hover or focus is not always dismissible or accessible.

2.4.5 Multiple Ways – There are not always multiple ways to locate content within the site.

2.4.6 Headings and Labels – Headings and labels are not always descriptive or consistent.

2.4.7 Focus Visible – The visible focus indicator is not always sufficiently clear.

3.1.2 Language of Parts – Changes in language are not always identified in the code.

4.1.3 Status Messages – Status messages are not always announced to assistive technologies.

Non-compliance - chatbot

The chatbot used on some pages does not meet accessibility standards and may present barriers for users relying on assistive technologies.

We have reported these issues to Microsoft in November 2025 and are actively working with their support team to resolve them. Updates will be provided as soon as fixes are implemented.

If you encounter difficulties using the chatbot, please contact our customer services team so that we can provide assistance.

Identified issues with the chatbot:

Focus Order does not announce the welcome message on initial focus. This fails WCAG success criterion 2.4.3 Focus Order and 4.1.2 Name, Role, Value.

Screen reader stops announcing before reference link list so these might be missed. This fails WCAG success criterion 1.3.1 Info and Relationships and 2.4.3 Focus Order.

Links open in new window without programmatic warning. This fails WCAG success criterion 2.4.4 Link Purpose (In Context) and 4.1.2 Name, Role, Value.

Items look clickable but are not exposed as real links. This fails WCAG success criterion 2.4.4 Link Purpose (In Context) and 4.1.2 Name, Role, Value.

Using Apple IOS HTML transcript opens blank or cannot be opened from Files. This fails WCAG success criterion 1.3.1 Info and Relationships.

Using Apple IOS VoiceOver swipes stall and focus appears to stick between regions This fails WCAG success criterion 1.3.1 Info and Relationships.

Screen readers announce desktop specific instructions on mobile for example Shift Tab. This fails WCAG success criterion 3.3.2 Labels or Instructions.

Using Apple IOS Dismissed alerts remain in DOM and icons are announced. This fails WCAG success criterion 3.3.2 Labels or Instructions.

Number and label are separate focusable links. This fails WCAG success criterion 4.1.2 Name, Role, Value.

Screen readers announce each message marked article causing repeated announcements. This fails WCAG success criterion 4.1.2 Name, Role, Value.

Screen readers announce Repeated Widget Announcement Before Opening. This fails WCAG success criterion 1.3.1 Info and Relationships and 4.1.2 Name, Role, Value.

Using only keyboard there’s a trap within numbered reference links. This fails WCAG success criterion 2.1.2 No Keyboard Trap.

When chatbot messages include numbered references, tabbing through them causes focus to loop indefinitely between the link elements. This fails WCAG success criterion 3.3.2 Labels or Instructions.

Initial question can't be selected using only keyboard enter key. This fails WCAG success criterion .3.1 Info and Relationships and 4.1.2 Name, Role, Value.

Non-compliance - journey planner

The known issues with the CityMapper journey planner will be addressed by June 2026.

Images and non text content:

Some images do not contain alternative text, a descriptive HTML attribute for assistive technology users (WCAG 2.2 success criterion 1.1.1)

Page and content structure:

There is inconsistency between section headers across the website for viewers using assistive technology (WCAG 2.2 success criterion 1.3.1, 2.4.6)

Disproportionate burden

Area maps

There are PDF maps of each area and city centre of the West Midlands. The maps show road names, points of interest and public transport information. For example, bus routes, tram stops and rail stations.

We’ve assessed the benefit of fixing the issues with these maps. We believe that doing so would be a disproportionate burden within the meaning of the regulations, as it would provide little benefits for persons with disabilities.

We offer the same information in a more accessible format in our plan a journey and find a timetable services.

Content not within the scope of the accessibility regulations

WCAG AAA Guidelines

1.4.8 Visual Presentation – There is no mechanism to adjust text size or colour contrast beyond standard browser functionality.

3.2.5 Change on Request – Some changes of context occur without user initiation or an explicit request.

PDFs and other documents

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. We are reviewing these documents and will prioritise remediation or replacement with accessible HTML where appropriate.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services.

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

What we’re doing to improve accessibility

We are currently reviewing these issues and expect them to be fixed by October 2027.

We will update the accessibility statement when issues are fixed

Preparation of this accessibility statement

This website and associated TfWM sub-sites were tested between 29 January 2026 and 10 March 2026. The testing was carried out by Access by Audit.

This accessibility statement was produced by Access by Audit and reviewed by West Midlands Combined Authority in June 2026.

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