Accessibility statement for change the address on your vehicle log book (V5C)

This accessibility statement applies to the service to change address on a V5C

This website is run by DVLA. We want as many people as possible to be able to use this website. For example, you should be able to:

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

We’ve also made the website text as simple as possible to understand.

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




How accessible this website is

We know some parts of this website are not fully accessible:

Three WCAG level A failures are present during the retest and these are problematic for users of assistive technology.

An image alt had been updated; however, the update included the example text provided by the previous solution and the example text was only a description on what to provide – This resulted in the image alt to still fail.

List elements have been provided for the ‘Address’ links; however, each address has been provided its own list element and this will cause confusion for screen reader users with page layout.

The error summary throughout the service still includes duplicated ID attributes and causes the same page links to move user focus to the incorrect error area and this remains problematic for keyboard only navigation.

Usability comments have been provided near the end of the report section and describe various aspects of the website that, although do not fail to meet the success criteria, could be improved upon to benefit the overall user experience. Additionally, the GOV.UK Design System recommendations have been referenced where applicable to aid in conformity.




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, email our External Communications team and we will see if we can help, or contact our Contact Centre by:





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 Vehicle Services Manager Anthony.bamford@dvla.gov.uk




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).




Technical information about this website’s accessibility

DVLA 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

1. This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to non-compliances (this means the content in question is in scope of the regulations, but there’s an accessibility problem with it).




Non-accessible content

The content listed below is non-accessible for the following reasons: non-compliances (this means the content in question is in scope of the regulations, but there’s an accessibility problem with it).




Non-compliance with the accessibility regulations


  • Image alt

    • The image relating to where a user can find their V5C number does not have an alt attribute. Screen reader users would be unaware of what this graphic represents. This fails WCAG 2.1 success criterion 1.1.1

When we publish new content, we’ll make sure it meets accessibility standards.

  • Lists

    • The list of addresses on the ‘Select your address from the list’ page, have been marked up individually. Screen reader users would assume that they are separate areas of the service page. These need to be presented as a list programmatically. This fails the WCAG 2.1 success criterion 1.3.1

When we publish new content, we’ll make sure it meets accessibility standards.

  • Link target

    • On the Error summary screens the skip-links do not function as intended. This fails WCAG 2.1 success criterion 4.1.1 and 2.4.1

When we publish new content, we’ll make sure it meets accessibility standards.




Content that’s not within the scope of the accessibility regulations

The following issues with GDS design standards were identified as part of the assessment and listed below:

Order of Information
Page title
Error Handling
Voice activation input
Focus order

Even though these are not within the scope of the accessibility regulations, changes will be made where possible as part of the accessibility screen changes.




PDFs and other documents

This information is provided in our accessible documents policy




Live video

We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.




What we’re doing to improve accessibility

DVLA is working to improve the accessibility of all of its services. Our newer services will be updated to ensure compliance to Accessibility standards during 2020 to early 2021. Our older services are currently being reviewed with the aim to replace them with simpler more accessible services during the next two years.




Preparation of this accessibility statement

This statement was prepared on 29 September 2020. It was last reviewed on 29 September 2020.

This website was last tested on 17 September 2020. The test was carried out by Digital Accessibility Centre Limited.

5 customer journeys were tested which encompassed happy and unhappy paths. This approach ensured we had a variety of user scenarios to test accessibility effectively.

  • Journey 1: an end to end successful change of address transaction.
  • Journey 2: a system generated error induced journey as some information was left blank e.g. registration number which prevents the customer to continue.
  • Journey 3: a system generated error induced journey as customer did not input a UK address.
  • Journey 4: Display of maintenance page
  • Journey 5: Feedback, Checked functionality of the screen