Disabled guests

Disclaimer:  Whilst every effort has been made to ensure the accuracy of the information contained in the Pink Book of Legislation, we regret that we cannot be responsible for any errors. This guide is not intended to be a definitive statement of the law in England. If you require precise or detailed information on the legislation mentioned in this guide, or on the legal implications for you in particular, you should consult a professional legal adviser.

Key facts

  • If you provide any sort of accommodation, serviced or self-catering, the Equality Act 2010 applies to you.
  • The Act protects anyone who is disabled, is thought to be disabled or is associated with someone who is disabled.
  • The Act gives these people rights of access to goods, facilities and services (including tourist accommodation) and ensures that they are treated no less favourably than other customers.
  • You are also required to make reasonable adjustments to the way you deliver your services and to the physical features of your premises to make it easier for disabled guests to use them.

 

Video: Equality Act - meeting your obligations

 

 

The Equality Act 2010

The Equality Act 2010 was introduced to consolidate and strengthen all anti-discrimination legislation (including disability discrimination legislation). The Act builds on the Disability Discrimination Act 1995 (DDA) which gives disabled people rights of access to goods, facilities and services, which includes tourist accommodation, by specifically banning discrimination against people associated with disabled people (e.g. carers, friends and family) and people presumed to be disabled. These rights are enforceable by any individual through the Courts, if necessary.

 

Does the Act apply to me?

Yes: if you provide any sort of accommodation, serviced or self-catering, the Act applies to you.

 

How is 'disabled' defined?

For the purpose of the law, people with disabilities are all those whose physical and mental impairments have a substantial and long-term adverse effect on their ability to carry out normal, day-to-day activities.

This includes those who have cancer, HIV and multiple sclerosis, and those who have other progressive conditions likely to result in an impairment which has a substantial adverse effect. These people become covered by the Act from the time they are diagnosed.

  • Note: A disability may not always be apparent, so it is important not to make assumptions.

 

Types of discrimination

There are four types of disabled discrimination covered by the Equality Act. They are:

  • direct discrimination
  • indirect discrimination
  • discrimination arising from a disability
  • discrimination by association.

 

Direct discrimination

This is discrimination directly associated with a person’s disability. As a 'service provider', you need to make sure you treat disabled guests the same as you treat other guests. You would be treating guests with disabilities less favourably if you:

  • refuse to serve them
  • offer less favourable terms
  • offer a lower standard of service compared with what you normally offer.

 

It is important to note that the Equality Act does not allow any justification for direct discrimination. If you treat someone less favourably, the Act allows them to seek damages from you through the County Court.

Example of unequal treatment: discrimination would occur when a guesthouse refuses to give a room to someone who is mentally impaired on the basis that they feel the guest would upset other guests.

 

Indirect discrimination

This is where a business policy, while applying to all customers, would have a greater impact on disabled customers. Examples would include:

  • serving breakfast only in a room that is down a set of stairs
  • only accepting written orders for breakfast. 

 

The Equality Act does allow indirect discrimination if there is “objective justification”. For example, it may be justified to only allocate loft rooms to people who are not able to move unescorted on the grounds of fire safety. If there is no objective justification (cost is generally not acceptable), then reasonable adjustments (see below) need to be undertaken to adapt to the circumstances of the disabled customer. For example, allowing mobility-impaired customers to have their breakfast in their room or elsewhere in the hotel.

 

Discrimination arising from a disability

This is where the discrimination is based on a consequence of the disability rather than the disability itself. Examples would include:

  • banning a person with Tourette's syndrome from a bar area because their outbursts may offend other customers
  • providing plastic cups and plates to a person with muscular dystrophy because you think that they might break items.

 

Discrimination by association

This is discrimination against someone associated with a disabled person such as a carer, friend or member of the family. Examples may include:

  • refusing the booking of a non-disabled couple because it was known they have a disabled child which they might bring with them
  • making the carer of a disabled person sleep in the same room to ensure that they don’t disturb other guests. 

How does the Act impact on me?

To ensure that you do not discriminate against disabled people or their associates, the law requires you to make reasonable adjustments to both your property and to your business practices.

 

Reasonable adjustments

Make reasonable adjustments to the way you deliver your services to make it easier for disabled guests to use them.

The duty is anticipatory, meaning you should consider in advance how to make your services accessible to disabled customers. Waiting for customers to ask you to do something may not be enough.

You should make reasonable adjustments where, if the adjustment were not made, a disabled person would be at a substantial disadvantage compared to people who are not disabled. The question is whether the adjustment is a reasonable one to make in all the circumstances.

The Equality Act 2010 sets out the three requirements for making reasonable adjustments:

1. Adjustments to a policy or procedure

  • monitor your policies and procedures to ensure that they are not putting disabled people at a substantial disadvantage in comparison to non-disabled people when accessing goods, facilities and services.
  • take reasonable steps to ensure that any policies or procedures that put disabled people at a substantial disadvantage are changed or ended e.g. amend a ‘no dogs’ policy to allow entry to assistance dogs.
  • Note: even if you do not allow guests to bring their pets to your premises, you must allow people who need to use assistance dogs (such as visually impaired people) to be accompanied by their dogs.

2. Adjustments involving the provision of auxiliary aids and services

  • anticipate what auxiliary aids or services you need to make available to disabled individuals who would otherwise be at a substantial disadvantage compared to non-disabled people. For example, provide large-print menus for visually-impaired guests or get training in receiving calls via the Next Generation Text Service (NGT), which is a national text to voice service that allows people who can’t hear or speak make telephone calls http://ngts.org.uk/

3. Adjustments to physical features

  • you have a duty to take reasonable steps to remove, alter or provide a way of avoiding any physical barriers that make it impossible or unreasonably difficult for disabled people to make full use of facilities. This can include, for example, providing ramp access at steps or a lift if reasonable. If this is not possible, you must look at how the service can be provided by an alternative method.

The need for reasonable adjustments also applies to your website, which may be the first point of contact for a disabled person.

What is reasonable?

Often simple measures can make your facilities more accessible, e.g. taking more time to help disabled guests, letting them know how to ask for help and arranging appropriate training for you and your staff.

You are only required to do what is 'reasonable'. What might be considered reasonable for a national hotel chain may not be so for a small guesthouse. What is a reasonable step for a particular service provider to have to take depends on all the circumstances of the case. It will vary according to:

  • the type of service being provided;
  • the nature of the service provider and its size and resources; and
  • the effect of the disability on the individual disabled person.

However, without intending to be exhaustive, the following are some of the factors which might be taken into account when considering what is reasonable:

  • whether taking any particular steps would be effective in overcoming the substantial disadvantage that disabled people face in accessing the services in question;
  • the extent to which it is practicable for the service provider to take the steps;
  • the extent of any disruption which taking the steps would cause;
  • the extent of the service provider’s financial and other resources; and
  • the amount of any resources already spent on making adjustments.

The Act permits service providers to justify less favourable treatment (and in some instances failure to make a reasonable adjustment) when there is no possibility to do so, despite the fact that this would mean that a disabled person is treated less favourably. Service providers do therefore have flexibility when considering how to make their services accessible to disabled people.

Good practice

In terms of what you should do in relation to disabled guests, good practice includes:

  • thinking and planning ahead
  • not making assumptions based on stereotypes
  • asking a disabled person or organisation what is required if you are in doubt
  • respecting the dignity of your disabled guest
  • establishing a positive policy and practices
  • training staff acccordingly.

 

  • Note: a willingness to help and an attentive ear can help when considering how to make your services accessible to disabled customers. Disabled people will tell you what you need to do to help them best. Also bear in mind that accessibility is often about making compromises, as a feature that will make things easier for one person might make them more difficult for another.

National Accessible Scheme

VisitEngland’s National Accessible Scheme (NAS) provides a set of accessibility standards specifically for visitor accommodation in England. The standards booklets are key business support tools in assisting the tourism industry to provide a more accessible environment.

The NAS is a voluntary scheme to which tourism providers can subscribe, in order to accurately promote the facilities they offer to disabled guests. Qualified independent assessors award ratings inline with the robust set of standards, which allow businesses to promote their true level of accessibility. Scheme participation can also demonstrate a commitment to providing accessible experiences for all

For further information visit National Accessible Scheme.

Accessibility Guides

Disabled people, their family and friends need accurate accessibility information in order to make informed decisions as to where to stay and visit in view of their requirements.

Accessibility Guides are the new way for tourism operators to provide a thorough yet concise description of a venue’s facilities and services, specifically in relation to individuals with accessibility requirements. They replaced Access Statements in 2017 as an easier format for both operators and consumers to use.

Participants in the VisitEngland quality scheme are required to prepare an Accessibility Guide as part of their quality grading assessment. Participants need to present an Accessibility Guide to the quality assessor at the time of their quality assessment visit.

VisitEngland and VisitScotland will shortly be launching a free website to help you produce an Accessibilty Guide. The website also features best practice examples, top tips and frequently asked questions.

Further guidance