Public services should be usable, fair and accessible to disabled people, people with additional needs, neurodivergent people, people with sensory impairments, mental health conditions, chronic illness and long-term health conditions.
This one-page guide brings together practical information on Equality Act rights, reasonable adjustments, healthcare, education, housing, transport, councils, benefits, courts, emergency services, digital access, complaints, advocacy and what to do when an accessibility request is refused.
Understanding accessibility
Accessibility means removing or reducing barriers so people with different disabilities, impairments and health conditions can use public services as independently, safely and fairly as possible.
Physical
Step-free access, ramps, lifts, accessible toilets, seating, parking, accessible entrances and safe evacuation arrangements.
Communication
BSL, interpreters, AAC, Relay UK, easy read, written communication, large print, audio, Braille and extra processing time.
Sensory
Quieter spaces, reduced lighting, shorter waiting times, predictable processes and avoiding unnecessary sensory overload.
Digital
Keyboard access, screen-reader compatibility, captions, readable forms, accessible PDFs and alternatives where online-only access creates a barrier.
Accessibility is not “special treatment”. Equality law recognises that treating everyone identically can disadvantage disabled people. Removing disability-related barriers can require a different way of delivering the same service.
Equality Act 2010: disability rights in public services
In England, Scotland and Wales, the Equality Act 2010 protects disabled people in services and public functions. Northern Ireland has separate disability discrimination legislation.
The legal definition focuses on impact, not simply the diagnostic label. Under the Equality Act, disability generally involves a physical or mental impairment with a substantial and long-term adverse effect on normal day-to-day activities, subject to detailed statutory rules and some special provisions.
GOV.UK – Equality Act 2010 guidance
EHRC – Reasonable adjustments for services and public functions
Reasonable adjustments: one of the most important rights
The reasonable-adjustment duty for services and public functions is anticipatory. Organisations should think ahead about barriers disabled people are likely to face rather than waiting until somebody is excluded.
Change a rule or process
For example, allow written communication instead of telephone-only contact, offer a longer appointment, change a queueing process, or permit a support person.
Change or avoid a physical barrier
For example, use an accessible room, provide a ramp or alternative entrance, move a service to an accessible venue or offer an alternative way of receiving the service.
Provide an auxiliary aid or service
For example, a BSL interpreter, hearing loop, accessible format, communication support, specialist equipment or additional staff assistance.
A disabled person should not be charged for a reasonable adjustment. The Equality Act prevents service providers and those carrying out public functions from passing the cost of required reasonable adjustments on to the disabled person.
Examples that can help in real life
- communication by email because telephone communication is inaccessible
- letters in large print, Braille, audio, Easy Read or an accessible electronic format
- appointments at quieter times or use of a quiet room
- additional time to process questions and give an answer
- breaks during long appointments, assessments or hearings
- permission for a carer, advocate or communication supporter to attend
- BSL interpretation, Relay UK or communication technology
- step-free access or an accessible alternative location
- avoiding unnecessary waiting because waiting itself creates a substantial disability-related disadvantage
- providing important information in writing after a verbal meeting
- home visits where an office-based service cannot reasonably be accessed
“We treat everyone the same” is not automatically an answer to an adjustment request. The purpose of reasonable adjustments is specifically to address substantial disadvantage that disabled people can experience under ordinary arrangements.
How to ask for a reasonable adjustment
You do not need special legal wording, but a clear written request makes it easier to show what was requested and why.
Simple request wording
I am disabled / have a health condition that affects my ability to access your service in the usual way.
The barrier I experience is: [briefly explain the difficulty].
I am asking you to provide the following reasonable adjustment: [state what would help].
This adjustment would help because: [explain how it removes or reduces the disadvantage].
Please record this accessibility need on my account/file where appropriate and confirm in writing what adjustment will be provided.
Helpful steps
- Explain the barrier, not only the diagnosis.
- Say what adjustment would help and why.
- Ask for the request and agreed adjustment to be recorded for future contact where appropriate.
- Provide supporting evidence if it is genuinely needed, but ask what evidence is required and why rather than assuming every request requires a medical letter.
- Ask for a written response.
- If the exact adjustment cannot be provided, ask what effective alternative the organisation proposes.
Public Sector Equality Duty
Many public authorities also have duties under section 149 of the Equality Act 2010. When carrying out their functions, they must have due regard to equality considerations.
Eliminate
Have due regard to the need to eliminate unlawful discrimination, harassment, victimisation and other prohibited conduct.
Advance
Have due regard to advancing equality of opportunity between people who share a protected characteristic and those who do not.
Foster
Have due regard to fostering good relations between people who share protected characteristics and those who do not.
The Public Sector Equality Duty is a decision-making duty, not a guarantee of a particular outcome. It matters because public bodies should properly consider equality impacts before and while making relevant decisions, not try to add the reasoning afterwards.
NHS and healthcare accessibility
Healthcare accessibility includes being able to obtain, understand and use health information and communicate effectively with services.
Possible healthcare adjustments
- BSL or other communication support
- large print, Braille, Easy Read, audio or electronic information
- longer appointments
- appointments at quieter times
- reduced waiting where this is a disability-related need
- support from a carer, advocate or trusted person
- written follow-up after verbal discussions
- home visits where clinically and reasonably appropriate
- sensory adjustments
Accessible Information Standard
NHS and publicly funded adult social care organisations must have regard to the Accessible Information Standard. It is designed to ensure disabled people and people with impairments or sensory loss can understand information and receive the communication support they need.
The standard uses a structured approach to identify, record, flag, share, meet and review information and communication needs.
Ask for communication needs to be recorded. Repeatedly having to explain the same accessibility need can itself create barriers. Where appropriate, ask the service to record and flag the agreed communication requirement.
NHS England – Accessible Information Standard
NHS – Social care and support guide
Education, SEND and accessibility
Disabled pupils and students are protected from disability discrimination in education. SEND support and Equality Act reasonable-adjustment duties can overlap, but they are not exactly the same thing.
Possible support
- communication or visual support
- specialist teaching or equipment
- sensory adjustments
- reasonable changes to routines or teaching methods
- support at breaks, transitions and unstructured times
- access arrangements and reasonable adjustments in assessments
- SEN Support
- EHC needs assessment and an EHC plan where legal criteria are met
Important distinction
A child does not need an EHC plan before disability discrimination law applies. Schools and other education providers have separate Equality Act duties towards disabled pupils.
In England, the SEND Code of Practice remains key statutory guidance for the 0-to-25 SEND system.
Physical-access duties for schools have some specific legal rules. Schools' reasonable-adjustment duties and their wider accessibility-planning duties should be considered together rather than assuming every physical alteration is dealt with in exactly the same way as other service-provider adjustments.
GOV.UK – Education support for disabled children
GOV.UK – SEND Code of Practice: 0 to 25 years
Housing, councils and home adaptations
Accessibility at home can affect safety, independence, personal care, family life and the ability to remain in suitable accommodation.
Council and housing support may include
- occupational therapy assessment
- equipment and minor adaptations
- Disabled Facilities Grants
- accessible or adapted social housing
- housing-register medical or disability assessments
- homelessness prevention and housing advice
- adult social care or children’s social care support where relevant
Disabled Facilities Grant
In England, the statutory Disabled Facilities Grant maximum shown by GOV.UK is currently up to £30,000. Some councils may provide more under their local policies.
For a disabled child under 18, GOV.UK states that the parents’ income is not taken into account for the grant means test.
Do not assume you can start adaptation work and claim it back afterwards. GOV.UK warns that you might not receive a Disabled Facilities Grant if work starts before the council approves the application.
GOV.UK – Disabled Facilities Grants
GOV.UK – Find your local council
Benefits, Jobcentre Plus and DWP accessibility
A disability or health condition can make telephone calls, online claims, forms, letters and face-to-face appointments difficult. DWP publishes specific accessibility support for these barriers.
Communication
- Relay UK
- British Sign Language video relay
- alternative-format communications
- email in some circumstances where disability makes telephone use inaccessible
- support from an authorised family member, friend or adviser
Appointments
- a quieter appointment time
- a quiet area or separate room
- a hearing loop
- BSL interpreter
- someone to meet you on arrival
- a trusted person attending for support
Where attendance is difficult
DWP says a person who cannot visit an office because of disability or a health condition can ask about a home visit. DWP also has support-visit arrangements for some people who need extra help to make a benefit claim.
If a digital system is the barrier, say so explicitly. DWP guidance says that if you cannot use an online service because of disability, you should contact the relevant service and explain this.
GOV.UK – Accessibility help with benefits and pensions
GOV.UK – Support visits for benefit claims
Courts, tribunals and legal services
Disabled court and tribunal users can ask HM Courts & Tribunals Service for reasonable adjustments. Court accessibility can include both physical access and the way a person participates in proceedings.
HMCTS examples include
- accessible toilets
- breaks during a hearing
- British Sign Language interpreters
- large-print forms
- audio and Easy Read guidance
- hearing enhancement equipment
- ramps and physical-access arrangements
Communication intermediaries
HMCTS intermediary services can support some people with communication needs. An intermediary can advise on how questions should be put, how long a person may need to answer and when breaks may be needed, and can provide communication support during relevant hearings.
Ask as early as possible. Explain both the disability-related barrier and what would help you participate effectively. If a need relates to the hearing itself, HMCTS may need to discuss it with the judge.
HMCTS – Equality, disability and reasonable adjustments
HMCTS – Intermediary services
Public transport accessibility
Accessible transport supports independence, work, healthcare, education, caring responsibilities and community participation.
Rail
Train operators provide passenger assistance. The Office of Rail and Road says Passenger Assistance is free and is available to people who need help because of disability, temporary impairment or age; a railcard is not required.
Taxis and private hire
Disabled passengers have legal protections. Drivers and operators must not refuse a journey simply because of disability or an assistance dog, and statutory assistance duties can apply without additional charges.
Blue Badge
The Blue Badge scheme can help eligible disabled people park closer to their destination. Some people qualify automatically and others can qualify following an assessment of mobility or non-visible difficulties under the relevant rules.
GOV.UK – Transport support for disabled people
GOV.UK – Rights of disabled passengers
GOV.UK – Apply for or renew a Blue Badge
Digital accessibility and online public services
Public services increasingly depend on websites, apps, online forms and downloadable documents. A digital service can exclude people even when the underlying service is technically available.
Common digital barriers
- forms that cannot be completed with a keyboard
- poor screen-reader labels
- PDFs that are images rather than readable text
- videos without captions or transcripts
- colour contrast that makes text difficult to read
- timeouts that do not allow enough processing time
- CAPTCHAs or verification steps with no accessible alternative
- online-only processes with no workable alternative for someone unable to use them
If a public-sector website or app is inaccessible: first use the contact details in its accessibility statement and explain the problem and the format or alternative you need. GOV.UK identifies the Equality Advisory and Support Service as a further source of help in England, Scotland and Wales if the issue is not resolved.
GOV.UK – Public-sector website and app accessibility requirements
Neurodiversity, mental health and hidden disabilities
A person does not have to use a wheelchair or have an obvious impairment to experience substantial barriers. Autism, ADHD, learning disabilities, mental health conditions, neurological conditions and chronic illnesses can all create accessibility needs depending on the individual.
Possible adjustments
- clear, literal language
- written instructions and written outcomes
- one question at a time
- extra processing time before requiring a decision
- predictable appointment structure
- advance information about what will happen
- reduced sensory stimulation
- shorter appointments or planned breaks
- avoiding unnecessary last-minute changes
Distress is not misconduct by default
Shutdown, panic, difficulty speaking, leaving a noisy environment or needing extra processing time may be disability-related. Services should consider what caused the difficulty and whether an adjustment could prevent the barrier recurring.
Individual needs matter. Two people with the same diagnosis may need completely different adjustments. Services should avoid stereotypes and ask what barrier the person actually experiences.
Accessible emergency services
If there is an immediate emergency, call 999. There are additional routes for people who cannot use an ordinary voice call.
999 BSL
Deaf BSL users can use the 999 BSL emergency video relay service through its app or website to reach police, ambulance, fire or coastguard through a BSL interpreter.
EmergencySMS
People who cannot make a voice call can register a mobile number in advance for the emergencySMS service by texting REGISTER to 999 and following the reply instructions.
Relay UK
Relay UK provides text-relay support for people who are deaf, hard of hearing or have speech difficulties and can also support emergency calling arrangements.
999 BSL – Emergency Video Relay Service
GOV.UK – Information including emergencySMS and silent 999 guidance
Advocacy, carers and support people
Some people can access a service independently once the right adjustment is made. Others may benefit from an advocate, carer, family member, interpreter, communication supporter or specialist professional.
A supporter may help with
- preparing questions
- understanding information
- remembering what was discussed
- communicating needs
- taking notes
- challenging barriers or unfair treatment
- helping the person participate without speaking for them unnecessarily
Keep the person at the centre
Having a supporter present does not remove the disabled person’s voice, privacy or decision-making rights. Services should communicate directly with the person wherever possible and use the supporter in the way the person wants, subject to safeguarding, consent and capacity requirements.
If an adjustment is refused
A refusal does not automatically mean unlawful discrimination—the law asks whether a particular adjustment is reasonable in the circumstances—but the organisation should properly consider the barrier and possible solutions.
- Ask for the refusal and reasons in writing.
- Ask what information was considered when deciding the adjustment was not reasonable.
- Ask whether an alternative adjustment could remove the same disadvantage.
- Explain the practical effect the refusal has on your ability to use the service.
- Keep copies of requests, responses, appointment notes and relevant evidence.
- Use the organisation’s complaint, review or escalation process if the issue remains unresolved.
- Seek independent equality or legal advice promptly where discrimination may have occurred, because legal claims can have strict time limits.
Do not let a complaint deadline distract from an urgent service need. If you still need healthcare, housing help, safeguarding, benefits support or another essential service, continue pursuing the practical support while the complaint is being considered.
Complaints and challenging inaccessible public services
The correct complaint route depends on the service. Usually the first step is to complain to the organisation itself and give it an opportunity to put the problem right.
Useful evidence
- the date you first requested the adjustment
- what barrier you explained
- what adjustment you asked for
- responses and reasons given
- missed appointments, lost access or other impact
- copies of inaccessible letters, forms or screenshots
- names, reference numbers and complaint decisions
Possible escalation routes
- the service’s formal complaints procedure
- the relevant regulator or independent review route
- Local Government and Social Care Ombudsman for eligible council/social-care complaints
- Parliamentary and Health Service Ombudsman for eligible NHS and UK government service complaints
- Housing Ombudsman for eligible social-housing complaints
- Equality Advisory and Support Service for discrimination and human-rights advice
An ombudsman complaint and an Equality Act legal claim are not the same process. Getting a complaint investigated does not necessarily stop a separate legal time limit from running. Seek appropriate advice promptly if you are considering legal action.
Accessibility request checklist
Use this when preparing for contact with a public service.
Official and recognised support links
These links provide current rights information, accessibility guidance and routes to support.
Important reminder
Disabled people and people with additional needs deserve dignity, accessibility, fair treatment, respectful communication and equal opportunity to use public services.
Accessibility should be considered from the beginning—not added only after somebody has already been excluded.
Right First Time UK supports accessible public services, disability awareness, equality rights, safeguarding, independent participation and compassionate support for individuals and families.