From 2004, service providers will have to make "reasonable adjustments" to the physical features of their premises to overcome access barriers.

Under UK disability discrimination legislation, since 1 October 1999, service providers have had a duty to make "reasonable adjustments" where it is impossible or unreasonably difficult for disabled people to use the services they provide.

From 2004, they will have to make "reasonable adjustments" to the physical features of their premises to overcome access barriers. The term service providers includes organisations such as hotels, banks and other financial institutions, shops, telesales businesses, cinemas, theatres, hospitals, councils, museums, charities and utility companies. Solicitors Lovells suggest some good practice guidelines:

  • carrying out a regular "disability audit", of physical and non-physical barriers and publishing the results
  • formulating and publicising a policy dealing with access for disabled people and communicating it to staff, customers and the public
  • providing disability awareness training to staff
  • making staff aware of their legal obligations and appropriately amending disciplinary rules
  • consulting disabled customers, staff and groups
  • regularly reviewing accessibility of services and publishing the review
  • establishing and publicising a complaints procedure
  • drawing customers' attention to any reasonable adjustment made
  • letting disabled customers know how to seek assistance
  • seeking the approval of disabled groups for "best practice".

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