Tribal Dynamics (Support@City)

Accessibility Statement for Support@City

This accessibility statement applies to City, University of London’s Support@City portal. Support@City is an online platform for Staff to manage enquiries from Students via an online portal.

The underlying product is Microsoft Dynamics 365. This statement does not cover the underlying Microsoft Dynamics system which is covered by Microsoft’s Accessibility Statement.

Our Third Party supplier, Tribal, have developed a solution layer which interfaces with the underlying Microsoft Dynamics 365 Customer Service. City, University of London has worked with Tribal to configure their solution layer and the user facing Portal.

How accessible this website is

Our goal is for Support@City to be fully accessible and meet AA standard of compliance in the areas listed below and usable for all users regardless of ability.

  • Development
  • Visual Design
  • Forms

Issues are rated according to their difficulty and also the benefit that fixing them will achieve. City will focus on fixing those issues with a benefit rating of >1.0 and/or rating of A.

Feedback and contact information

If you need information on Support@City in a different format like accessible PDF, large print, easy read, audio recording or braille, contact:

We’ll consider your request and get back to you in 5 working days.

Reporting accessibility problems with this website

We are always looking for ways to improve the accessibility of Support@City. If you find any problems not listed on this page or you think we’re not meeting accessibility requirements, please contact:

Complaints procedure

In the event that you remain dissatisfied, then please follow the University’s existing complaints procedure. You may wish to consider escalating your concerns to Student Health & Wellbeing ( in the first instance under stage 1 of this procedure, before completing the stage 2 complaints form.

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

To get in touch with someone to discuss accessibility issues for Support@City, please contact:

Please follow the link for further information.

Technical information about this website’s accessibility

City, University of London is committed to making its websites accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance Status

Support@City is partially compliant with the Web Content Accessibility Guidelines version 2.1 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

Support@City maintains a list of accessibility issues and these are constantly being worked on.

Specifically, there are the following issues:

  • Development
    • Role not inside the required context. (Conformance rating A, Benefit rating 1.11)
    • Container element is empty (Conformance rating A, Benefit rating 1.11)
    • Text not included in an ARIA landmark (Conformance rating ARIA, Benefit rating 0.78)
    • Hidden element has focusable content. (Conformance rating A, Benefit rating 0.40)
  • Visual Design
    • Line height is below minimum value. (Conformance rating AAA, Benefit rating 1.38)
    • Colour contrast does not meet minimum requirement. (Conformance rating AA, Benefit rating 0.04)
    • Colour contrast does not meet enhanced requirement (Conformance rating AAA, Benefit rating 0.01)
  • On Apple mobile devices using Safari and Brave web browsers Support@City does not display the menus correctly and does not accept the default answer. Case subject default menu and sub menu display no entries. When you select one of the lines an option is displayed and the sub menu item are updated, but only visible when selected. This has been raised with vendor who have advised that they have a fix.
  • Content
    • Form field missing a label. (Conformance rating A, Benefit rating 0.77)

What we’re doing to improve accessibility

  • We plan to engage a Third Party to undertake an Accessibility Audit after which this Accessibility Statement will be updated.
  • Work with Tribal to resolve identified accessibility issues.

Preparation of this accessibility statement

We used the SiteImprove tool to check the external facing pages on 24th May 2023.

This statement was prepared on 22 March 2023.

The statement was last reviewed on 24 May 2023.