How do I request information in a different format?

Contact the council service that holds the information or customer services, state the exact format you need and provide contact details; the council will assess and arrange the adjustment.

Will I be charged for accessible versions?

The council accessibility statement does not list standard charges; if fees apply the service should tell you when you request the format.

What if the council refuses my request?

Ask for a written explanation, request an internal review and, if unresolved, contact the Equality and Human Rights Commission or pursue tribunal or court remedies under national law.

Bristol Council: Accessible Formats for Information

Civil Rights and Equity England 4 Minutes Read · published February 12, 2026

Bristol, England residents and service users can request council information in accessible formats such as large print, Braille, Easy Read or audio. This guide explains your legal rights, the departments that handle requests, how to make a request and how to escalate if the council does not provide a reasonable adjustment. It summarises the council's accessibility statement and the national legal framework that applies to public bodies, and gives practical steps to request, receive and, if needed, appeal or complain.^[1]

Who is responsible

The council's customer services and the relevant service team that holds the information (for example planning, licensing or adult social care) are responsible for providing accessible formats; operational policy and contact details are set out in the council accessibility statement.^[1]

Penalties & Enforcement

Enforcement of duties to provide accessible information arises from national equality and accessibility laws rather than a specific Bristol bylaw. The Equality Act 2010 sets duties on public authorities to make reasonable adjustments and prevents discrimination; the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 require published digital content to meet accessibility standards. For statutory remedies and enforcement procedures see the national instruments below.^[2]^[3]

Fines or penalties: not specified on the cited page for Bristol; statutory instruments and courts determine remedies and possible sanctions under national law.
Escalation: first complaint to the council, then the Equality and Human Rights Commission or court proceedings; specific escalation fines or ranges are not specified on the cited pages.
Non-monetary sanctions: orders to provide information in a required format, declarations of discrimination, remedies awarded by tribunals or courts.
Enforcer and complaints: local contact is the council accessibility/contact team; national enforcement and guidance come from the Equality and Human Rights Commission and the bodies enforcing accessibility regulations.
Appeals and review: appeal rights are not set out as fixed time limits on the cited council page; time limits for court or tribunal proceedings follow national procedural rules and are not specified on the cited Bristol page.

If the council cannot provide an agreed format, complain in writing and ask for an internal review or escalation to the named accessibility contact.

Applications & Forms

The council does not publish a single mandatory form for requesting accessible formats; requests are normally made by email, phone or via the council contact pages and handled by the relevant service team or customer services.^[1]

Form required: none specifically published for all services on the cited page; make a written request to the service holding the information.
How to submit: contact customer services by the methods in the accessibility statement or the service contact page.
Deadlines: the council aims to respond promptly; specific statutory reply periods are not specified on the cited council page.
Fees: the council accessibility statement does not list fees for providing accessible formats; if fees apply this should be stated by the service handling the request.

Common violations and typical outcomes

Failure to provide requested format within a reasonable time — outcome: internal review, requirement to provide format, or escalation to EHRC or tribunal (penalty not specified on cited pages).
Website content not meeting accessibility regulations — outcome: requirement to fix content under the 2018 regulations and potential enforcement action under those Regulations.
Incomplete or unclear accessible versions — outcome: request clarification and reissue; internal remedy or escalation if unresolved.

If you need an accessible format, ask for the specific format, timeframe and your preferred contact method in your request.

Action steps

Step 1: Make a written request to the service holding the information or customer services, stating the format you need and any communication preferences.
Step 2: Keep a copy of the request and note dates; request an acknowledgement and an expected completion date.
Step 3: If not satisfied, ask for an internal review and then contact the Equality and Human Rights Commission or seek tribunal action per national procedures.

FAQ

How do I request information in a different format?: Contact the council service that holds the information or customer services, state the exact format you need and provide contact details; the council will assess and arrange the adjustment.
Will I be charged for accessible versions?: The council accessibility statement does not list standard charges; if fees apply the service should tell you when you request the format.
What if the council refuses my request?: Ask for a written explanation, request an internal review and, if unresolved, contact the Equality and Human Rights Commission or pursue tribunal or court remedies under national law.

How-To

Identify the council service holding the information and prepare a concise written request stating the exact format required.
Send the request via the council contact method in the accessibility statement and retain a copy.
Request confirmation of when you will receive the material and the intended delivery method.
If the council does not comply, ask for an internal review, then contact national enforcement bodies such as the EHRC or seek legal advice on tribunal options.

Key Takeaways

Request clearly and in writing, specifying the exact accessible format you need.
Keep records of requests and responses to support any internal review or external complaint.