This informal CPD article, ‘Information Is Access: Why Accessibility Details Matter’, was provided by West of England Centre for Inclusive Living, who offer a range of services which support disabled people every year – in all different areas of their lives.
For many Disabled people, access does not start at the door — it starts online
Before we think about what to wear or who we will see, we are already searching for information. Is there step-free access? How far is it from parking or public transport? Is the accessible toilet actually accessible? Too often, the answers are vague, hidden, or missing altogether. Good quality accessibility information is not a bonus feature. It is access.
What is good access information
When venues provide clear, honest access information from the outset, they give Disabled people something powerful: empowerment. Information allows us to prepare properly, manage energy, plan support, and make informed decisions about whether a space works for us. That preparation enables us to show up as the best versions of ourselves — not already stressed, exhausted or uncertain.
Telling Disabled people to “just get in touch” is not enough. Access information should be public, easy to find, and available in multiple formats. Not everyone can make phone calls, not everyone wants to explain their needs repeatedly, and not everyone should have to ask for basic details that could be shared openly.
Access information also needs to exist both online and in person — through clear signage, informed staff, and written and visual formats. No single method works for everyone.
Most importantly, access information needs to be honest. Partial access is still access — as long as it is clearly explained. Uncertainty creates anxiety; clarity builds trust.
Accessibility does not begin with a ramp or a lift. It begins with communication. When venues get this right, they send a simple but powerful message: you are welcome here, and you can plan with confidence.
Lack of available or incorrect access information and how this could cost your business money!
The Purple Pound is the combined spending power of households that have at least one Disabled person.
In the UK, the Purple Pound is estimated to be worth £274 billion1. Many Disabled people may leave a website or not visit a business if they are unable to find access information.
It is really important to make sure information on the accessibility of your business is up to date and easy to find on your website! For a lot of Disabled people or households with a Disabled family member, travelling to somewhere new takes a lot of planning. If they cannot find the information they need, they are not using or visiting your business.
So, what kind of information is important?
- What is the entrance like - is it stepped, level, single leaf or double leaf doorway. Does it have manual or automatic opening?
- Do you have an accessible toilet with a clear transfer space and a working emergency cord?
- What is the space like inside?
- Do you have a hearing loop?
- Does your front of house staff have Disability Equality or Awareness training?
- Is it noisy?
- Do you have a quiet area/space?
- Do you have a lift (if over multiple floors)
- Do you have accessible parking (if applicable)
Do not be afraid to be honest about your space, post photographs alongside information, this will make a huge difference to Disabled people planning a visit.
We hope this article was helpful. For more information from West of England Centre for Inclusive Living, please visit their CPD Member Directory page. Alternatively, you can go to the CPD Industry Hubs for more articles, courses and events relevant to your Continuing Professional Development requirements.
References:
1. UK Parliament Accessibility of products and services to disabled people https://publications.parliament.uk/pa/cm5804/cmselect/cmwomeq/605/report.html
