It is only when you stop and think about what accessibility requirements for business really means that you discover it is much wider than you think. There are three streams covered by accessibility. These are:
- Accessibility to premises: The most obvious, 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
What is 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
The Equality Act 2012, Section 20, 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.
It is, of course, subjective, in determining what might be considered reasonable adjustments to existing buildings, 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 to transport
We have all heard the horror stories of disabled people being left on buses, trains and aircraft long after others have disembarked. This is a failure on the part of the business to provide assistance to disabled people. If the recent experience of Baroness Tanni Grey-Thompson being stranded on a train is anything to go by, businesses have some way to go to comply with the legislation. That is quite apart from the fact that, in many stations, there is a step from the platform to the train – a clear obstacle to many 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 able-bodied 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.
Again, it can be challenging for employees 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.
Digital accessibility and public sector websites
Digital services provided by business and the public sector are designed to impart information to users about the goods and services provided by that business. That is why it is important that business websites and apps are accessible to the widest possible audience ensuring web accessibility. Legal compliance with accessibility standards not only meets necessary regulations but also enhances overall business practices. That includes being accessible to people with visual, auditory, or cognitive impairments.
Businesses should follow the Web Content Accessibility Guidelines (WCAG), aiming for Level AA compliance. This includes making sure that:
- Text is readable and can be resized.
- Alternative text is provided for images.
- Videos include captions and transcripts.
- Websites are navigable using a keyboard.
This obligation should remain front of mind at all times when developing a business website or app.
Customer service accessibility
Customer service functions must include provisions to assist disabled people. When implementing a service, do not assume all your customers will be able- bodied. Think carefully on your customer service delivery. In particular, staff should be trained to assist customers with disabilities, ensuring they can access services and goods whether they are visiting your premises or dealing with you remotely. This includes being patient, offering alternative formats for communication, and ensuring that customer service channels are inclusive, for example, by providing a textphone service.
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. The Government Digital Service provides guidelines and support to help businesses meet these accessibility standards.
A business can demonstrate inclusivity, improving customer satisfaction and employee wellbeing by prioritising accessibility and complying with legal obligations.