The Disability Discrimination Act and ‘reasonable adjustments’
Any service provider who provides a service to the public, whether they charge for it or not, has duties under the Disability Discrimination Act (DDA). Service providers include hotels, restaurants and holiday accommodation.

You cannot refuse to meet the needs of a disabled person or provide a lower standard of service because of their disability unless it can be justified.

Service providers may need to make ‘reasonable adjustments’ to any barriers that may prevent a disabled person using or accessing their service.

What is a reasonable adjustment?
Under the DDA service providers only need to make changes that are ‘reasonable’. Simple changes to layout, improved signage and information and staff training will improve accessibility to disabled customers.

It’s about what is practical to the service provider’s individual situation and what resources you may have. You will not be required to make changes which are impractical or beyond your means.

Examples of reasonable changes that can be made
Examples of reasonable changes that can be made include:

• using large print for registration and guest information
• ensuring that at least one copy of the fixed menu is in Braille
• providing a few phones with large buttons
• providing portable vibrating alarms for guests who will not be able to hear an audible fire alarm
• where a low reception desk is not available, providing an alternative low desk for wheelchair users
• sending staff on a disability-awareness training course to increase awareness of common disability related issues

Good for business
Making your services more accessible will not only benefit disabled people but could encourage recommendations and return visits. For example:

• the friends, families and any carers accompanying a disabled person
• older customers who may not consider themselves disabled but would appreciate easier access and better facilities

Links

Directgov
For general information on the Disability Discrimination Act visit the Directgov website: www.direct.gov.uk/DisabledPeople/fs/en

Tourism for All
A website aimed at businesses involved in tourism. It provides information on accessibility at both national and regional levels:
www.tourismforall.org.uk