Accessibility requirements for businesses

When thinking about accessibility requirements for businesses there are three streams to consider. These are:

• Accessibility to premises: Where customers, clients, visitors and others physically visit premises owned or operated by a business or public authority.
• Accessibility for employees: This is an extension to the accessibility to premises with the focus on the workplace.
• Digital accessibility and customer service: where customers and visitors must be able to remotely access the information as easily as those who do not have a disability. This element also applies to delivery of customer services.

These three categories are interrelated and there is overlap between and amongst them, necessitating ongoing accessibility improvements.

Understanding Accessibility

Accessibility refers to the design of products, services, and environments that can be used by people of all abilities, including those with disabilities. It involves creating an inclusive and equitable experience for everyone, regardless of their physical, sensory, or cognitive abilities. Accessibility is not just about compliance with laws and regulations, but also about providing a better user experience for all individuals.

In the context of digital accessibility, it means ensuring that websites, mobile apps, and other digital products can be used by people with disabilities, such as those who are blind or have low vision, deaf or hard of hearing, or have mobility or cognitive impairments. This includes providing alternative text for images, closed captions for videos, and ensuring that websites can be navigated using assistive technologies such as screen readers.

Accessibility for individuals with disabilities

Section 20 of the Equality Act 2010 places a legal obligation on businesses to ensure equal access and provide accessibility for individuals with disabilities. This obligation required businesses to make “reasonable adjustments” to their premises to avoid disadvantaging people with disabilities.

In order to make these reasonable adjustments, businesses must, where possible, make alterations to existing premises to allow access for people with disabilities. The steps they must take might include installing ramps, wider doorways, accessible toilets and adequate signage. There may also be a need to install a lift and parking spaces close to the entrance.

Determining what might be considered reasonable adjustments to existing buildings is subjective, especially where these are decades old. Some potential adjustments might be hugely expensive or unaffordable. In particular, small business owners might find implementing these adjustments simply too expensive to fund.

Planning and building regulations deal with the disabled access requirements in relation to any new building and will include provisions in the permissions to ensure access for disabled people.

Accessibility for employees

Many disabled employees cannot work from home due to the nature of the job. That means employers must ensure disabled employees enjoy the same level of access to their workplace as their colleagues. Addressing physical barriers, such as those outlined by the Business Disability Forum, is crucial, and while it can be challenging, businesses have the flexibility to remove these barriers gradually as resources allow.

It can be challenging for employers to make those “reasonable adjustments” to cater for a disabled employee.

The aim of accessibility at work is to allow disabled people to actively work. Employers of disabled people must not only have policies regarding the employment of disabled people but also take steps to provide suitable premises to allow disabled people to participate in the workplace.

Creating an Accessible Business

Accessibility Statement

An accessibility statement is a document that outlines a business’s commitment to accessibility and provides information on the accessibility features of their website, mobile app, or physical premises. It should include details on how to access the business’s products and services, as well as contact information for customers who need assistance.

An accessibility statement should be clear, concise, and easy to understand. It should also be regularly reviewed and updated to ensure that it remains accurate and relevant. By providing an accessibility statement, businesses can demonstrate their commitment to accessibility and provide a better experience for their customers.

Accessibility Resources

Accessibility resources are tools and services that can help businesses improve their accessibility. These can include accessibility audits, which involve evaluating a business’s website, mobile app, or physical premises to identify areas for improvement. Accessibility resources can also include training and guidance on how to implement accessibility features, such as alternative text for images and closed captions for videos.

Businesses can also use accessibility resources to provide better support for customers with disabilities. For example, they can provide contact information for customers who need assistance or offer alternative formats for documents and other materials. By providing accessibility resources, businesses can demonstrate their commitment to accessibility and provide a better experience for their customers.

What can happen if businesses fail to comply with accessibility requirements?

When a business fails to comply with accessibility requirements it is likely to give rise to complaints, legal action, and reputational damage. The Equality Act requires businesses to ensure their products and services are accessible to all users. If a business fails to make reasonable adjustments, it may face fines or compensation claims.

A business can demonstrate inclusivity, improving customer satisfaction and employee wellbeing by prioritising accessibility and complying with legal obligations.