The building or other place where services are delivered
Often you will use services by going to a particular place, such as a building or an open air venue.
If their building or other place where they deliver services is open to the public or a section of the public, a service provider must make sure that:
- you are not unlawfully discriminated against
- you are not harassed or victimised in using their premises, and
- they make reasonable adjustments for disabled people.
In making reasonable adjustments, a service provider is not allowed to wait until a disabled person wants to use their services. They must think in advance about what people with a range of impairments might reasonably need. If they have not done this and a disabled person wants to use a service, then the service provider must make the reasonable adjustments as quickly as possible.
Service providers have to think about every aspect of their building or other premises, including:
- how people enter
- how they find their way around
- what signs they provide
- how people communicate with staff
- information they provide
- queuing systems, if they have them
- counters and checkouts, if they have them
- accessible toilet facilities.
You can read more about reasonable adjustments to remove barriers for disabled people.
More information
Protected characteristic's definitions
View the current guidance and information for service users
Your responsibilities for staff behaviour
Last Updated: 30 Dec 2014