Streamlining Welsh Benefits: accessibility audit report

We know from research carried out by The Bevan Foundation published in 2024 and more recently by Centre for Digital Public Services (CDPS) many individuals find the application process for Welsh benefits complicated with many people having to find support to apply. This can be a major barrier to claiming entitlements with CDPS research with individuals from marginalised groups showing that: 

Users want Government and council websites to better meet their needs:

“Inaccessible online services add another layer of complexity to finding and applying for benefits.”

“Users feel websites are difficult to navigate, which often results in them seeking support.”

“When online only services and applications don't work, users are left with no alternative.”

Streamlining Welsh Benefits

The Streamlining Welsh Benefits Phase one route map contained an output to carry out an accessibility audit on application methods under “Priority 4: Ensure all application methods/promotional materials are accessible”. 

To achieve this, officials from the Welsh Government examined all 22 local authority (LA) websites concentrating on the process to apply for the three phase one benefits (Council Tax Reduction Scheme (CTRS), Free School Meals (FSM) and Schools Essentials Grant (SEG)) A set of criteria were drawn up which included looking at the following aspects for each website: 

• Inclusion of Welsh Benefits Charter 
• Explanation of eligibility criteria 
• Application methods 
• Accessibility compliance
• Language availability 
• Alternative formats for application
• Contact details
• Ability to feedback on website
• Signpost to other financial support
• Signpost to advice services 

This exercise was carried out between March and September 2025 and all information was correct at the time of checking. It is recognised that webpages may have been altered since the audit was carried out.

Disclaimer: This review has been based on publicly available information on LA websites. All reasonable efforts were made to identify and include important content. Any information overlooked may be due to it not being readily visible or clearly presented at the time of review. 

• Only 2 out of 22 LAs made any reference to the Welsh Benefits Charter on their website despite all 22 LAs having signed up to the commitments in the charter in January 2024. 
• For FSM and SEG the eligibility criteria can be found easily on most LA websites (within 3 clicks).
• The eligibility criteria for CTRS is not always explained clearly on all LA websites with some just saying for low-income households without stating the threshold. However, at least half of the LA websites have a link to an eligibility calculator which allows people to find out if they are eligible before applying.
• Where an individual is not applying directly using Universal Credit, the main method of application for CTRS for 21 out of 22 LAs is via an online application form (with the majority requiring registration before applying). For the remaining LAs a phone call would need to be placed to ask for an application form to be sent.
• There are a variety of processes for applying for SEG with some LAs using one application for FSM and SEG and others having separate forms. One LA has a completely different approach where an application for SEG is made via the school. Although it is appreciated this is an operational decision which is entirely up to each local authority to make, the difference in approaches could cause confusion especially if a person moves from one LA to another. 
• The majority of LAs have specific phone numbers or email addresses to contact for help with benefits, but this is not always the case. Some websites only have contact details for the main office which could add another step to the process for individuals wanting to apply.
• Only 2 out of 22 LA websites signpost to advice services from the FSM/SEG/CTRS pages.
• 21 out of 22 LAs have an accessibility statement which give details such as when it was last reviewed and whether they comply the Web Content Accessibility Guidelines.
• It is possible to provide feedback on most of the webpages via the accessibility statement although there is a question over whether most individuals would seek out the accessibility statement if they had an issue with accessing a benefit. However, 10 of the 22 LAs have a proactive statement asking for feedback and ways to improve which suggests they are more open to hearing feedback on the accessibility of services.
• An alternative form such as BSL or large print can be requested via the accessibility statement on most webpages however, several mention the request could take as long as 15 days to process. Assume the date of request would count as the first day of the claim but this is not stated clearly.
• In most cases, forms are only available in English or Welsh although one LA has a button to press to change language and 19 languages are available. 

• Accessibility tools available on some websites are good practice and can make online applications more inclusive e.g. Carmarthenshire, Merthyr Tydfil and Torfaen have Recite functionality which reads out the text and can change font size, colour etc. Wrexham, Bridgend and Rhondda Cynon Taf have ReachDeck software available.
• Several LA’s have Housing Benefit and CTRS combined on one application form. Blaenau Gwent offers one online form to claim CTRS, Housing Benefit and FSM. There is a separate form for SEG only. 
• 4 LAs have the option to translate the forms into languages other than English/Welsh.
• There are lots of examples where individuals are not required to complete a separate form for SEG e.g., Caerphilly send out a letter to those who are eligible.
• Some LAs have a list of information that is required before an application is made, e.g., Bridgend, which can save time for people applying as they can prepare.
• When applying for CTRS in Rhondda Cynon Taf, there are explicit instructions for people who were unable to apply by themselves to book a home visit for help with the form.
• Two of the LAs requiring registration did have an option to apply as a guest. 
• Conwy’s website has a specific button to press for BSL interpretation on the web page and not hidden as part of the accessibility statement. Wrexham also have a BSL video for applying for a benefit.

1. All websites should include a link to the Welsh Benefits Charter as all 22 LAs have signed up to the principles within it.
2. Good practice should be shared across LAs and discussed at SRO group and CDO group.
3. Alternative formats should be promoted explicitly and not reliant on people clicking on the accessibility statement to find out how they can request a different format. Where an alternative format is supplied, it should not lead to a delay in processing a claim. Multiple application methods should be available e.g., on-line, paper, phone.
4. Eligibility criteria should be explained as simply as possible. Although it may not be possible to describe all circumstances where Council Tax Reduction Scheme applies it is recommended local authorities who don’t already do so consider using the bilingual benefits calculator on the Welsh Government pages which would allow residents to check their entitlement to Council Tax Reduction Scheme and any other financial support whether devolved or non-devolved.
5. All local authorities should explore opportunities to signpost access to free impartial advice on financial support on pages where residents are applying for Welsh Benefits.
6. Expand language options and accessible formats (BSL, braille, easy read, audio, large print) and clearly signpost how to request alternative formats. Consider Artificial intelligence (AI) chat functionality to assist users.
7. Accessibility statements should be regularly reviewed and updated. Include compliance level and last review date and make them easy to find.
8. All websites should have instructions for people who can’t complete their form online with direct telephone numbers, opening hours, email and postal addresses prominently displayed. Use clear headings, concise text to minimise scrolling and clicking.
9. Consider whether mandatory registration for an account is necessary and whether there could be a guest option. Registering for an account, although beneficial, could deter people from applying and be seen as an added step to an already complicated process.
10. Address any technical issues with online forms and feedback mechanisms and ensure they are fully functional.
11. Feedback on webpages for the 3 phase 1 benefits will be collated by WLGA as part of their research.