How to understand your duties for guest accessibility

Under the Equality Act 2010, your business has a legal duty to make 'reasonable adjustments' to ensure that disabled people can access your services and are not placed at a 'substantial disadvantage' compared to non-disabled people. This isn't just about wheelchair ramps; it applies to your physical premises, your website, your booking processes, and how you communicate with all your guests.

What is a 'Reasonable Adjustment'?

The key word here is reasonable. The law doesn't expect a small B&B in a listed building to make the same changes as a large, modern hotel chain. An adjustment is a change or adaptation to the way you do things to make your service more accessible.

What's considered 'reasonable' depends on several factors, including the cost of the change, the practicalities of making it, the resources of your business, and how effective the change would be.

It’s about removing barriers. These can be:

• Physical features: such as steps, narrow corridors, or heavy doors.
• A lack of equipment: like not having a hearing loop at reception.
• Ways of working: such as only accepting bookings over the phone or having a 'no dogs' policy that doesn't exempt assistance dogs.

Three Key Areas to Consider

Your duty to make reasonable adjustments is 'anticipatory'. This means you must think ahead and make changes before a disabled person needs to use your service, rather than waiting for them to ask.

1. Your Physical Premises

This involves looking at the physical journey a guest takes to and through your property. Even small changes can make a big difference.

• Access: Is there a step-free way to enter the building? If not, could you add a portable ramp?
• Movement: Are corridors and doorways wide enough for a wheelchair? In a restaurant, is there enough space between tables?
• Facilities: Do you have an accessible toilet? If not, could you add grab rails to an existing one?
• Information: Is your signage clear and easy to read? Could you offer a large-print version of your menu?

2. Your Website and Online Services

Your website is often the first point of contact for a guest and is considered a 'service' under the Act. An inaccessible website can be a significant barrier.

• Images: Do images on your website have 'alt text' descriptions so that screen-reading software can describe them to visually impaired users?
• Navigation: Can a user navigate your site using just their keyboard?
• Content: Is the text clear and easy to read? Are videos captioned?
• Booking: Can a guest specify accessibility needs during the online booking process?

3. Your Policies and Communication

This is about how you and your staff interact with guests. Good training is essential.

• Assistance Dogs: Your policies must welcome assistance dogs, even if you have a general 'no pets' rule.
• Flexibility: Can you be flexible with procedures, for example, by offering table service in a bar that is usually self-service for a guest with mobility issues?
• Communication: Are your staff trained to communicate clearly with guests who may be deaf, hard of hearing, or have a learning disability? Can you provide information in different formats if asked?

Create an Accessibility Statement

A great way to show your commitment and provide vital information is to create an 'Accessibility Statement' on your website. This document honestly describes the accessibility of your premises and services. It’s not about being perfect; it’s about being clear so guests can decide if your business is suitable for their specific needs. It should include details on parking, main entrance access, lift and stair locations, accessible toilet facilities, and a contact number for specific enquiries.

Top Tips for Getting Started

1. Do an accessibility audit. Walk through the entire guest journey, from your website to your front door and through your building. Note down any potential barriers.
2. Prioritise and plan. You don't have to do everything at once. Identify some 'quick wins' (like buying a portable ramp or improving your website's alt text) and create a longer-term plan for more significant changes.
3. Don't be afraid to ask. Engage with disabled customers or local disability groups to get feedback on what would make the biggest difference.
4. Document your decisions. If you decide a particular adjustment isn't 'reasonable' (perhaps due to excessive cost or it being physically impossible), document your reasons clearly. This demonstrates that you have properly considered your duties.