I'm not sure when this was written, but I have a feeling it was some time
ago, now.
100 Points to Help Improve Access and facilities for Disabled Guests at
Accommodation and Attractions
Although we are giving you the best advice available to us at this time,
please be aware that due to the on-going development of legislation
relating to the ‘Disability Discrimination Act 1995’ (DDA), you should seek
continuing advice to ensure that your services and facilities remain
compliant with your statutory obligations.
POLICIES, PRACTICES AND PROCEDURES
1. Continually review in-house ‘Policies, Practices and Procedures’ in
relation to the on-going requirements of the ‘Disability Discrimination
Act’. Ensure that a policy to welcome all guests is espoused by senior
management to all staff on a regular basis. Ideally this should contain
advice on handling complaints from disabled people – either guests or staff.
DISABILITY RIGHTS COMMISSION
2. From April 2000 the ‘Disability Rights Commission’ (DRC) began to review
complaints from disabled people about poor standards of service. The DRC
will be supporting disabled people who believe they have been discriminated
against under the DDA, either in the area of employment, or in the
provision of goods and services. The DRC may do this by assisting disabled
people to take their cases to court.
The DRC is also available to advise providers of goods and services on any
aspect or issue relating to provision of accessible facilities in general
and the DDA in particular on tel no: 0845 7622 633
3. A perceived act of discrimination could occur from anyone working for
your organisation, either employed on a permanent basis, via an agency,
contracted or on a casual basis.
DISABILITY EQUALITY AND AWARENESS TRAINING FOR STAFF
4. It is important to underline that on-going disability equality and
awareness training for all staff will help to reduce the possibility of
discrimination occurring. There are a number of courses that could meet
this need eg: ‘Welcome All’.
5. According to the DDA the person that commits the perceived offence is
likely to be held initially responsible. However, THE RESPONSIBILITY IS
LIKELY TO SHIFT TO THE EMPLOYER if there has been no advice offered to the
employee regarding how to avoid potential discriminatory acts against
disabled people.
AUXILIARY AIDS
6. It is also a matter of priority to ensure that all possible avenues have
been explored regarding the provision of ‘auxiliary aids’; to meet the
requirements of the most recently introduced part of the DDA. The
requirement for these aids was introduced in October 1999.
7. Some auxiliary aids may already exist within the built environment,
whilst others are to be chosen. It has not yet been made clear under the
DDA how many of these aids are likely to be a ‘reasonable’ requirement for
hotels, other accommodation or attractions.
For hearing impaired guests:
8. Flashing fire alarm in bedrooms - to alert deaf or hard-of-hearing
guests that the fire alarm has been activated.
9. Public telephones are fitted with inductive couplers to ensure people
who use hearing aids can use the handsets.
10. All larger conference and meeting rooms are likely to require induction
loop fitted for hearing impaired delegates. Ensure that similar induction
loops are made available in reception areas (see point 40).
11. All new lifts are likely to offer visual information and emergency
communication devices may have to be fitted with induction loop devices,
and visual ‘Help coming’ message.
12. TVs to offer text eg: Teletext and Ceefax, and future hotel service
information with text (and sound).
For visually impaired guests:
13. Raised ‘pip’ on the figure 5 key on all telephones. Larger keypad and
numerals.
14. All new lifts should have tactile/Braille information and voice
announcement/gong options.
15. Larger print guest information/registration forms (18 point minimum in
a clear typeface such as Arial) are likely to be a requirement. RNIB could
provide guidance.
16. At least one up-to-date copy of services and sample menu available in
Braille – use text similar to following: ‘This is a sample menu
demonstrating the wide choice available throughout the year. Or a card that
reads ‘Your table server would be pleased to read today’s menu to you’.
RNIB could provide guidance.
17. The acceptance of working or service dogs (guide dogs) in bedrooms and
public areas.
For wheelchair users:
18. There should be sufficient designated parking bays for the number of
accessible bedrooms (eg: 4 designated rooms= 4 designated parking bays –
3.6m min wide, or 4 adjacent 2.4m bays with 1.2m hatched space between,
within 50m of the entrance). There should also be sufficient ‘Orange Badge’
parking for other disabled visitors. It may also be a requirement to ensure
only ‘Orange Badge’ or future ‘European Blue Badge’ holders are occupying
these spaces. Review ground surfaces and route to entrances.
19. Automatic doors at entrances.
20. Designated accessible bedrooms.
21. All new lifts should have controls fitted between 900-1200mm above the
floor.
22. All controls in designated accessible bedrooms should be at a height of
900-1200mm above the floor.
23. Ramps available to any public areas (including conference/leisure).
1:12 maximum, 1:15-1:20 preferred. (See ‘Approved Document M of the
Building Regulations’).
24. Where public WCs exist a wheelchair accessible unisex WC should be
available.
25. Lowered public phone.
For people with learning disabilities:
26. Provision of clear, concise information, and use of appropriate
symbols. A patient attitude from staff is also important. Refer to staff
training and perceived/potential acts of discrimination.
We believe there may also be a requirement for the following items:
27. Where there is more than one designated accessible unisex public WC,
both left and right hand transfer should be available.
28. Flashing fire alarms in public areas and unisex designated accessible
public WCs.
29. Access to controls at a height of 900-1200mm in meeting and function
rooms.
30.Access to raised podiums and staging via ramps. (Ensure that all
contractors and event managers are aware of this)
31. Signage: when reviewing signage incorporate clear typeface, contrasting
colours, non-reflective, well-lit, tactile and Braille information (at a
height where it can be reached). This may also be requirement for all
bedroom door numbers. (Potential requirement of the DDA from 2004). Further
guidance available from the RNIB on signage.
32. Ensure that door surrounds/frames are in contrast with the wall and
door, with contrasting door furniture.
33. Ensure that door furniture (door handles) are lever action, and in
contrast to the door.
34. Ensure that glazed visibility panels in fire doors extend from 900mm to
1500mm above the floor if agreeable with the CFO/Fire authority.
35. ‘Sound Advantage’ hotel packs give flexibility for hearing-impaired
guests to stay in any bedroom within the hotel. RNID could provide guidance.
36. Ensure any vending machines meet design and construction guidelines
currently being reviewed by the Centre For Accessible Environments (CAE).
37. Ensure that lighting meets any new guidelines that are put in place
following an RNIB review of levels of lux (CIBSE Guidelines plus 10% ?).
RNIB could provide guidance.
38. Provide a task light (anglepoise lamp) for guests on request.
39. Evacuation chair for mobility impaired older people/wheelchair
users/disabled hotel guests/attraction visitors in the event of an
emergency. (Review with CFO/Fire authority)
40. Induction loop in reception.
41. All steps to be distinguishable through contrasting brightness
(including any escalator steps).
42. Emergency cords in public WCs.
43. Flashing light to link with door bell push (to alert deaf or hard-of-
hearing guests to room service etc).
44. Tactile information on taps/shower controls to indicate hot/cold.
45. Ensure floor surfaces and finishes are suitable for disabled people.
46. Review access through double-leaf fire doors – split doors so as to
enable access for wheelchair users (and others) via one leaf. (Check/review
with CFO/Fire authority)
47. Review pricing policies for disabled guest bedrooms – ensure that
guests only have to buy one room. (see section on rooms below)
48. Blocks available on request for raising the height of beds/tables.
49. Review arrangements with suppliers to see whether specialist equipment
can be hired in on request eg: wheelchair/bath board/cutlery for disabled
people.
50. Ensure lowered sections of counters/areas of desks/hatches to enable
wheelchair users to access services.
51. Wherever there are new design concepts or new technologies these should
have accessibility designed in – eg: information points. (Check with
suppliers/contractors)
52. Full access to leisure facilities – if the service is provided for
other guests and paid for as part of a package, it should be available for
all to use.
THE BEDROOMS: Are you providing what disabled people actually need ?
53. When creating bedrooms ensure at least of 1:20 bedrooms are accessible.
(Approved Document M Building Regulations), as close as possible to the
lift and fire exit. Review evacuation procedures with day/night
staff/CFO/Fire authority. Review fire refuge areas/evacuation chairs/other
means of egress.
54. Doors to open clear in excess of 750mm if possible – advise fit wider
doors.
55. Clear routes wider than 800mm throughout the room, beside bed(s) WC,
bath and/or wheel-in shower.
56. Turning circle of at least 1500mm minimum in room.
57. All door handles, controls, shelves, low mirrors, coat hooks,
hairdryers, shaving points, electric sockets, room controls to be between
900-1200mm high. Eg: In existing bedroom - a full-length mirror beside a
900mm high electric socket would be sensible.
58. Wardrobe hanging rails 1400mm high maximum.
59. Strongly recommend ‘zip & link’ beds for disabled guest bedrooms – this
would prevent a disabled guest travelling with an enabler (not their
partner) having to buy two rooms. This could be seen as discriminatory.
Also review positioning of bed(s) /headboard panels to allow flexibility
within these rooms (Review provision of beds and other furniture in
disabled guest bedrooms).
60. Height of bed(s) should be between 450-540mm from the floor to the top
of the mattress. Provide bed blocks to raise height of bed on request.
Strongly advise that bed frames have clear space under of at least 160mm to
permit the use of a guest’s mobile hoist by their enabler/carer.
61. Ensure doors to adjoining rooms can be accessed either way. (750mm
clear opening minimum – advise fit wider doors)
62. Review access to curtains, window openings. (Provide curtain
poles/window opening devices)
63. Fit cordless kettles. Fit emergency call cord – link to reception.
64. Fit large button telephones, with inductive couplers, flashing
indicators. (See also Sound Advantage hotel packs – refer to RNID)
65. Ensure sufficient space under desk/dressing tables (650-750mm minimum).
66. Ensure door spy holes can be utilised by wheelchair users.
THE BATHROOMS
67. Corridor opposite bathroom door to be 1200mm minimum – advise wider
turning space if possible.
68. Sliding doors or doors to open outwards into bedroom corridor, 750mm
minimum clear opening – advise fit wider doors.
69. Minimum turning circle of 1500mm in bathroom (if possible).
70. Strongly advise fit wheel-in level access shower rather than bath in
the majority of designated rooms as there is a demand for wheel-in showers
rather than baths. (In a recent Holiday Care survey of 1200 wheelchair
users, 80% of respondents said they would prefer a level access shower, 20%
said they would prefer a bath)
71. Ensure a hand basin can be reached from a seated position on the WC
seat. (Adjustable height basins are available).
72. Fit emergency call cord – link to reception.
73. Ensure all items (shaving points/glasses/toiletries etc) within the
bathroom are at a height of between 900-1200mm.
74. Ensure low mirror. (Lowest point of mirror 900mm above floor level –
top of mirror 1900mm).
75. Ensure lateral (sideways) transfer space beside WC of 800mm minimum –
advise greater space if possible. Avoid boxing in soil pipes and services
at rear of the transfer space – this reduces the amount of space that a
wheelchair user has to reverse back to become level with the WC pan. Ensure
the pan is corbelled to give more space to reverse into.
76. Ensure height of WC 475mm from floor to top of toilet seat. (Approved
Document M of the Building Regulations)
77. Ensure fixed (600mm long horizontal rail) beside WC pan (on wall
opposite transfer space). Rail should be 400mm from centre of pan, and
250mm above rim of WC seat. (Approved Document M of the Building
Regulations). Other options of moveable/removable rails
(vertical/horizontal) are available eg: Pressalit.
78. Ensure drop-down rail on transfer side to be 350mm from centre of pan,
250mm above rim of WC seat. (Approved Document M of the Building
Regulations)
79. Lateral (sideways) transfer to bath (or wheel-in shower seat) should be
in the same direction of transfer as the WC (Eg: Left hand transfer to WC =
left hand transfer to the bath = left hand transfer to bed), and should be
800mm minimum – advise greater space if possible.
80. Where there is a bath only ensure the height of the bath is between 450-
500mm high, with a fixed horizontal 600mm long rail on the wall opposite
the point of transfer into the bath. The rail should be 150mm above the rim
of the bath. This may well include a transfer platform area at the end of
the bath (opposite end to the taps). Strongly advise that there should be
space under bath panel to permit the use of a guest’s mobile hoist – 160mm
minimum.
81. Where there is a wheel-in shower ensure that there is a shower seat
fitted to the wall. The rim of this seat should be 475mm above the floor
level. There are many shower seat options. (Contact the ‘Disabled Living
Foundation’ for list of suppliers).
82. Where there is a wheel-in shower ensure there is a fixed 600mm long
horizontal rail on the wall opposite the transfer space. This rail should
be 400mm from the centre of the shower seat, and 250mm above the rim of the
seat.
83. Ensure there is a drop down rail on the transfer side of the shower
seat, 350mm from the centre of the seat, and 250mm above the rim of the
seat when its feet are resting on the floor.
84. There is an ‘Approved Document M’ kit for WCs, which includes vertical
and horizontal rails. Ensure that all rails are fitted, and most
importantly, in position shown in ‘Approved Document M’.
85. All shower head fittings (in wheel-in showers and above baths in
accessible bathrooms) should be moveable on a bar to enable access from a
seated position, as well as permitting someone to stand under the shower
(Bar 900-1900mm above floor).
86. Ensure at least 650mm clear space under any hand basin. Strongly advise
avoid boxing in area beneath the hand basin, avoid pedestals. Consider
adjustable height hand basin.
87. Fit lever action taps on hand basin, showers, and baths. Ensure all
controls can be reached from a seated position – for wheel-in showers this
would be between 900-1200mm high.
88. Mark taps and shower controls with tactile information - eg: hot/cold.
AND FINALLY
89. Ensure any advertised accessible facility or auxiliary aid is available.
90. Staff should never assume they know what is best for an individual
guest whether the guest is disabled or not.
91. Many mobility impaired disabled people smoke – so converting all
disabled guest bedrooms to non-smoking at this time is not necessarily a
good move.
92. There is a growing number of people who have asthma or breathing
difficulties worldwide. It is likely that in the future there will be an
increasing number of requests for allergy-free (non-smoking rooms). This
may involve providing rooms with allergen free fittings /materials and we
have begun a list of items that would help.
This movement has already begun in Austria where they give accommodation
the ’Golden Cockerel’ award for allergy-free environments. We have detected
an interest in the UK for similar accommodation.
93. If in doubt about a particular situation regarding disability, we would
advise you to seek opinions from those you believe to offer sound advice.
There are many sources of information at your disposal – we can provide a
list.
94. If possible try to avoid making an accessible bathroom/WC as attractive
as a hospital ward ! It is possible to do this by a careful choice of
colour, and avoiding an ‘all white’ finish (Eg: white tiles, white bath,
white rails, white towels). Also helps visually impaired guests.
95. Continue to review all activities and encompass disabled employees and
guests in all your decision making.
96. Seek opinion on the design of accessible facilities from as many
sources as possible – especially disabled people – we could provide you
with some opinions from disabled ‘Friends’ of Holiday Care.
97. Review the way in which you promote your accessible accommodation –
ensure that you keep a full description about the accessible facilities to
enable any disabled person, their family, carers and enablers to make an
informed decision before they come to stay with you. That way there will be
no surprises for your potential guest or the duty manager if/when the guest
arrives.
98. If you propose to advertise this property on a Web-site, the RNIB has
produced a video regarding accessible Web-site design.
99. From 2004 all buildings will need to become ‘reasonably accessible’ for
disabled people. For some companies the investment required could be
substantial (there is no government cap at present on what companies need
to spend on their buildings to become ‘reasonably accessible’). For smaller
to medium sized businesses investment required may be more modest. Seek
advice before embarking on ‘Capex’ projects.
100. This guidance in no way represents an exhaustive list of requirements
or ‘best practice’. If you have a specific question related to the DDA,
access provision, awareness or equality training, do consult Holiday Care
and we will give you details of the organisations that specialise in
providing these services.
Even if your organisation implements any or all of the above, your
organisation may not necessarily meet future additional requirements of
the ‘Disability Discrimination Act 1995’ (DDA).
We cannot guarantee that all of the items shown above will become
requirements of the DDA or the Building Regulations in future, but the
likelihood is that many will.
Finally, please carefully note our caveat at the beginning of this document.
Brian Seaman
Holiday Care
2nd Floor, Imperial Buildings,
Victoria Road, Horley, Surrey RH6 7PZ
Tel: 01293 771500
E-mail: [log in to unmask]
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