Accessibility requirements for businesses

The Equality Act 2010 requires all UK businesses to make 'reasonable adjustments' to ensure disabled people can access your goods, services, and facilities. This is an anticipatory duty - you must proactively identify and remove barriers before disabled people encounter them.

The Act protects people with physical or mental impairments that have a 'substantial' and 'long-term' negative effect (12 months or more) on their ability to do normal daily activities.

What the law requires

All organisations providing goods, services, or facilities to the public must:

• Take positive steps to remove barriers that disabled people might face
• Not discriminate directly or indirectly against disabled people
• Not harass or victimise disabled people
• Make reasonable adjustments to policies, practices, and physical features

Failure to make reasonable adjustments is treated as discrimination under the Act.

Physical premises accessibility

Your premises must be accessible to disabled people. This includes both new buildings (covered by Building Regulations) and existing premises (where you must make reasonable adjustments).

Building Regulations Part M (England)

Part M of the Building Regulations sets accessibility standards for new buildings and major alterations in England. Scotland (Building Standards), Wales (Building Regulations Wales), and Northern Ireland have separate but similar requirements.

Part M alterations. It applies to all new commercial buildings, workplaces, and public buildings in England.

Reasonable adjustments for existing premises

Even if your building predates current regulations, you must still make reasonable adjustments. What's 'reasonable' depends on:

• The effectiveness of the adjustment in overcoming the barrier
• The practicality of making the adjustment
• The cost and disruption involved
• Your organisation's size, resources, and nature
• The availability of financial or other assistance

Examples of physical adjustments

• Access: Installing ramps, widening doorways, adding handrails
• Facilities: Providing accessible toilets, Changing Places facilities (for larger buildings)
• Navigation: Clear signage, tactile indicators, good lighting, contrasting colours
• Assistance: Providing chairs for customers who cannot stand, offering help carrying items
• Layout: Ensuring aisles are wide enough for wheelchairs, lowering service counters

Where high-cost adjustments are required, consider whether phasing or alternative solutions might be reasonable.

Website and digital accessibility

Your website, mobile apps, and digital services must be accessible to disabled people. This applies to all UK businesses, regardless of size or sector.

Legal requirements

Under the Equality Act 2010, all UK businesses must make reasonable adjustments to ensure websites and digital services are accessible to disabled people. The recognised compliance standard is Web Content Accessibility Guidelines (WCAG) 2.2 Level AA.

European Accessibility Act (EAA) impact

The European Accessibility Act came into force in the EU on 28 June 2025. Even if your business is UK-based, if you sell into the EU and have more than 10 staff and over €2 million (£1.7 million) in annual turnover, you must comply with EAA requirements.

Current EAA uses WCAG 2.1 Level AA via EN 301 549, but organizations should consider WCAG 2.2 as future updates will align with it.

WCAG principles

The four core principles of web accessibility:

• Perceivable: Users must be able to perceive content using their senses (sight, hearing, touch)
• Operable: Users must be able to control UI elements and navigate the site
• Understandable: Content should be simple, direct, and predictable
• Robust: Websites must be compatible with current and future assistive technologies

Common accessibility issues

• Images without alternative text descriptions
• Poor colour contrast between text and background
• Forms without clear labels or helpful error messages
• Navigation that doesn't work with keyboard alone
• Auto-playing videos without controls
• PDFs and documents that aren't screen-reader accessible
• Inconsistent navigation and page structure

Service provision and auxiliary aids

You must provide auxiliary aids and services to help disabled people access your services. This includes providing information in alternative formats and making your service delivery accessible.

Information in alternative formats

The Equality Act 2010 states that it will always be reasonable to take steps to ensure information is provided in an accessible format. Examples include:

• Visual impairments: Large print, braille, audio formats, screen-reader compatible PDFs
• Hearing impairments: British Sign Language (BSL) interpretation, written summaries of verbal information, induction loops, subtitles for videos
• Cognitive impairments: Easy Read formats, simplified language, visual aids

Communication support

• BSL interpreters for important meetings or appointments
• Lip speakers for people with partial hearing
• Note takers for people who cannot write
• Accessible booking and appointment systems

Staff training

All customer-facing staff should understand:

• Their legal obligations under the Equality Act
• How to communicate effectively with disabled people
• What adjustments your business can offer
• How to respond to requests for reasonable adjustments
• Disability awareness and etiquette (e.g., asking before helping, speaking directly to the disabled person not their companion)

Employment and Access to Work

As an employer, you must make reasonable adjustments for disabled employees and job applicants. The Access to Work scheme can help fund adjustments.

Reasonable adjustments for employees

You must make adjustments to:

• Workplace policies: Flexible working hours, modified targets, adjusted disciplinary procedures
• Physical features: Accessible workstations, parking spaces, toilets
• Equipment: Specialist software, ergonomic furniture, assistive technology
• Work arrangements: Modified duties, phased return to work, additional supervision or support

These adjustments apply to employees, trainees, apprentices, contract workers, and business partners. You cannot make disabled workers pay for reasonable adjustments.

Access audits and compliance

Consider conducting an accessibility audit to identify barriers and prioritise improvements.

What an access audit covers

• Physical access: Routes, entrances, doors, corridors, stairs, lifts
• Facilities: Toilets, parking, seating, service counters
• Environment: Lighting, acoustics, signage, wayfinding
• Communication: Information provision, staff awareness, booking systems
• Policies: Service delivery procedures, complaints handling, emergency evacuation

Who can conduct audits

• In-house: Train staff to conduct basic audits using checklists
• User testing: Engage disabled people to test your premises and services
• Professional: Hire access consultants or audit services for comprehensive assessments