Accessibility Support
Source: gov.uk (2025-12-04)

Information about accessibility of the Disclosure and Barring Service's services and documents.

Please note that this page specifically concerns information around the accessibility of DBS’ services and documents for the benefit of our customers

For accessibility specifically concerning GOV.UK, please visit Accessibility statement for www.gov.uk (https://www.gov.uk/help/accessibility-statement)

For the Accessible Documents Policy, visit: Accessible documents policy - Disclosure and Barring Service (https://www.gov.uk/government/organisations/disclosure-and-barring-service/about/accessible-documents-policy)

Introduction

The Disclosure and Barring Service (DBS) is dedicated to ensuring that our services and documents are accessible and usable by all, reflecting our commitment to equality and customer experience.

As a public sector organisation, DBS acknowledges its statutory and legal obligations to promote equality of opportunity and consider the diverse needs of our customers and service users, as well as our employees.

The DBS 2028 strategy (https://www.gov.uk/government/publications/dbs-2028-strategy) outlines DBS’s vision for accessibility, emphasising the importance of removing barriers and providing accommodations so that everyone, regardless of their abilities or disabilities, can fully and equitably participate in its services.

Over the three year strategy period, DBS aims to be responsive to the evolving needs and expectations of both staff and customers, fostering an inclusive culture through engagement and data capture opportunities. By actively developing policies and service changes, DBS seeks to improve understanding and track the impact on diverse backgrounds.

The organisation is committed to being an instinctively inclusive workplace, recognising and celebrating individual differences while enhancing customer service.

Compliance with equality, diversity, and inclusion (EDI) related legal obligations remains a priority, ensuring a wholly inclusive environment both internally and with stakeholders.

Making DBS Accessible for Everyone

Commitment to Accessibility

DBS is dedicated to ensuring that our premises, services, products and equipment are accessible to everyone, regardless of their abilities or disabilities.

This commitment is rooted in our statutory and legal obligations to promote equality of opportunity and consider the diverse needs of our employees, customers and service users.

Our strategy 2025-28 (https://www.gov.uk/government/publications/dbs-2028-strategy) outlines specific equality objectives aimed at fostering an inclusive culture, improving understanding through engagement and data capture, and ensuring compliance with EDI related legal obligations.

By removing barriers and providing necessary accommodations, DBS strives to create an environment where all individuals can participate fully and equitably.

How we support service users

DBS is committed to providing accessible services for all customers, including those from underserved communities. We actively seek feedback through customer and employer surveys and our User Research group to identify opportunities for improvement.

Our Customer Service team can provide alternative document formats on request, whilst the Support, Accessibility, and Reasonable Adjustments (SARA) team works closely with customers to offer services that meet individual needs, in line with legislative requirements.

The information on this page is designed to signpost customers to the appropriate accessibility support so that they can get the support or adjustments they need.

Contact information for Accessibility Support

To request a document in an accessible format, request accessibility support or report accessibility issues you can contact DBS services via the below channels.

In all instances where you need or want to phone DBS, please use the following contact numbers, where our customer service staff can connect you to the appropriate support.

Telephone: xx-xxxx-xxxx

Relay UK (if you cannot hear or speak on the phone): 18001 then xx-xxxx-xxxx

Welsh: xx-xxxx-xxxx

Email: xxx@xxx.xx (mailto:xxx@xxx.xx)

Postal Address:

Customer ServicesDisclosure and Barring ServicePO Box 165 Liverpool L69 3JD

Accessible contact options

Relay UK

Customers who cannot hear or speak on the phone can contact DBS via Relay UK, by calling 18001 then xx-xxxx-xxxx , or by downloading the Relay UK app. When you make a phone call with your smartphone, tablet or computer using this service, a Relay Assistant will act as a go-between for your conversation.

You type what you want to say, and the Relay Assistant will relay your words to DBS. The Relay Assistant can also type the words DBS says to you, so that you can read it.

You can find information about how to download the Relay UK app on the Relay UK website. (https://www.relayuk.bt.com/)

Convo

If you are a British Sign Language (BSL) user, you can also use Convo(formerly SignLive) to connect to DBS via an Interpreter.

Just log in to the Convo app on iOS, Android, or a web browser and find the Disclosure and Barring Service in the Community Directory.

You can find information about how to download the Convo app on the Convo website. (https://www.convo.io/uk/home)

For more information about using Convo to contact DBS, you can watch this short video:

How to contact DBS using Convo (for BSL users) (https://www.youtube.com/watch?v=LKOYCsgEK9Q&feature=youtu.be)

Sensitive applications

If you require our Sensitive Applications process (https://www.gov.uk/guidance/transgender-applications), you can use the following channels:

Telephone: xx-xxxx-xxxx

Email: xxx@xxx.xx (mailto:xxx@xxx.xx)

Postal Address:

Sensitive ApplicationsDisclosure and Barring ServicePO Box 165 Liverpool L69 3JD

Accessible Content

DBS follows best practice in accessible documentation, in line with our Accessible Documents Policy (https://www.gov.uk/government/organisations/disclosure-and-barring-service/about/accessible-documents-policy).

DBS has also created an Inclusive Language Guide and Guide to Creating Accessible Content, both of which are regularly maintained and reviewed through the EqIA process.

DBS is committed to meeting accessibility regulations and continuously improving our services. For more details on our approach, see the Accessible Documents Policy and the Government Accessibility Statement.

Testing and Improvements

DBS is committed to continuously improving the accessibility of its services and documents. In line with the GOV.UK Service Standard, (https://www.gov.uk/service-manual/service-standard), we follow the Government Accessibility Requirements to ensure our services are inclusive and usable by everyone.

To meet these standards, DBS ensures that all services:

Comply with the Web Content Accessibility Guidelines (WCAG) 2.2

Publish a compliant accessibility statement

Include users with disabilities in user research

Are tested with common assistive technologies

All Managing Editors responsible for publishing DBS content on GOV.UK are required to complete comprehensive training provided by the Government Digital Service (GDS).

This training reinforces the importance of accessibility and ensures that staff understand how to implement and maintain accessible content.

DBS also uses Equality Impact Assessments (EqIAs) to evaluate the inclusion and accessibility implications of service changes. Staff are supported by the EDI team and have access to a comprehensive repository of guidance and training materials to ensure inclusion and accessibility is considered at every stage of service development.

While DBS currently meets all Government Accessibility Requirements, we are committed to ongoing improvement. We actively identify and address barriers to accessibility, seeking innovative solutions to enhance inclusion and ensure that all users can access our services with confidence.

If you have any issues using any of our digital services, please use the contact information above to request support or provide feedback.

Related resources

You can find our full suite of BSL videos here:

BSL videos - YouTube playlist (https://www.youtube.com/playlist?list=PLNzMqCDvbtt4BF6hgUt6s43b6iB8UqNgD)

BSL FAQ Videos - YouTube playlist (https://www.youtube.com/playlist?list=PLNzMqCDvbtt6POEos9MeNn--qY3uqLTcr)