Whether you run a cosy countryside pub, a bustling high street café, a fine dining restaurant, or a boutique hotel, accessibility should never be an afterthought.
In the UK, over 16 million people live with a disability—yet many still face barriers when it comes to enjoying a meal out, staying in a hotel, or simply using public facilities.
So ask yourself: Is your business truly disabled-friendly? And perhaps more importantly: Are you and your staff disability-aware?
Accessibility: More Than Just a Ramp
Making your venue accessible doesn’t stop at installing a wheelchair ramp or an accessible loo. True inclusivity means taking a holistic approach. Consider the following:
Entrance and Exit: Are your doors wide enough for wheelchair users or people using mobility aids? Are there steps that lack handrails or alternative access?
Floor Plan: Is there enough space between tables for easy navigation? Are trip hazards, such as rugs or uneven flooring, addressed?
Toilets: Are your accessible toilets clean, clearly signposted, and actually accessible—not used as storage rooms or blocked? You do have accessible toilets, don't you?
Menus: Do you offer large-print menus, braille versions, or easy-read formats for people with visual or cognitive impairments?
Lighting and Noise: Is your environment too dim or too loud for people with sensory sensitivities, autism, or hearing impairments?
Digital Accessibility: Don’t Overlook Your Website
Disabled friendly hotel rooms: Do you have any guestrooms equipped for disabled guests?Before visiting, most customers will check your website or social media. If your site is cluttered, difficult to navigate, or lacking basic accessibility information (such as whether you have step-free access or accessible parking), you might be unintentionally turning away customers.
Ensure your website is screen reader-friendly, uses alt text for images, and clearly outlines the facilities and services you offer for disabled guests.
Staff Awareness: A Make-or-Break Moment
A venue can be physically accessible, but if staff don’t know how to interact respectfully and appropriately with disabled customers, the entire experience falls apart.
Training should cover:
Disability etiquette – e.g., don’t lean on someone’s wheelchair, speak directly to the person rather than a companion or carer.
Hidden disabilities – including autism, chronic pain, or mental health conditions, which may not be immediately obvious.
How to assist – understanding how to offer help without being patronising or overbearing.
Inclusive language – using respectful terms and avoiding outdated or offensive language.
Consider investing in Disability Awareness Training, many of which are available online through organisations like AccessAble, Disability Rights UK, or VisitEngland’s accessibility resources.
The Business Case for Inclusion
Being inclusive isn’t just the right thing to do—it’s good for business. The “purple pound” (the spending power of disabled households) is worth £274 billion to the UK economy annually.
Yet, according to a survey by Scope, 75% of disabled people have left a business or chosen not to spend money there because of poor accessibility or customer service.
By ensuring your venue is inclusive, you’re not only expanding your customer base—you’re building loyalty, positive word of mouth, and a reputation for care and quality.
Final Thoughts: Take the First Step
Accessibility is an ongoing journey, not a tick-box exercise. Start by conducting an honest audit of your venue, engaging with disabled customers for feedback, and providing regular training for your staff.
Being disability-aware isn’t just about compliance with the Equality Act 2010—it’s about treating all your customers with the dignity and respect they deserve.
So, is your business truly accessible?
Resources:
AccessAble https://www.accessable.co.uk
Disability Rights UK https://www.disabilityrightsuk.org
VisitEngland: Accessible Tourism https://www.visitbritain.org/business-advice/make-your-business-accessible-and-inclusive/visitengland-accessible-and-inclusive
Scope: Disability Facts and Stats https://www.scope.org.uk/media/disability-facts-figures
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