Majority of UK SMEs aren’t currently catering for disabled customers – a market worth £212 billion

From lifts and loos, to signs and websites, UK businesses could be missing out by not providing basic services to meet the needs of disabled people, research from Barclays Business reveals1 – a market worth up to £212 billion2.

Nine out of ten (91%) UK SME business owners say their business does not currently have a lift if there is more than one floor, while four fifths (83%) say their products and services are not designed to be accessible to all customers, including those with sensory or mobility disabilities. A further 81% of UK SME business owners say they do not have car parking spaces for people with disabilities, while 74% do not have a ramp, and a further 74% do not have toilets that are easily accessible1.

Barclays’ research also found that only one in ten UK SME businesses currently provides written communications in braille (10%), and one in ten in audio (11%), while only a third (31%) have signs that are easy to read – in high-contrast and in large type1.  This is despite the fact that provision of accessible formats is required under the Equality Act (2010).

At 11 million³ and with a spending power estimated to be worth £212 billion2, people with disabilities make up a significant proportion of UK consumers and their number is predicted to grow over the coming years4. Yet almost one in five (18%) SME business owners are not sure what the benefit of making their business more inclusive would be, while a similar number (17%) say they would not know where to start or what adjustments would need to be made.

For 23%, the costs of making their company accessible is too high, and 8% say it would be too much hassle. However, while the majority of UK companies are not currently applying ‘inclusive design’ – the process of making something more accessible and inclusive – to their business, over three quarters (77%) of SME business owners would seek advice on how to make their business more accessible if they had the right guidance. To help businesses with this, Barclay’s has created a new website specifically for businesses with information on how they can become more accessible based on its own experience of creating products and services to meet a broad audience with a spectrum of needs.

Using Barclay’s’ own experience, along with other companies leading the way, the new website provides businesses with insight on how they can become more accessibility confident. SMEs can access a range of resources including training for front line staff and guidance on how to create products and services that are inclusive in design and thus suitable for people with different abilities.

Adam Rowse, Head of Business Banking at Barclays, commented: “We want to help businesses become more confident on the topic of disability. The research demonstrates a large gap exists in educating and equipping businesses with the right tools and guidance on accessibility and in catering for disabled customers. It also shows the business SMEs could be turning away, simply by not knowing where to start. We have therefore launched a new portal providing helpful tips and practical steps for UK SMEs on how to become more inclusive.

“We are proud to be making strides in supporting our own customers with disabilities and impairments. From high-visibility debit cards to talking ATM’s, we have worked to ensure that everyone can bank with us if they wish and we want to help others to follow this path. Living in a diverse society, the business that caters for the needs of all customers will be the one not only most likely survive, but to flourish.”

Minister for Disabled People, Justin Tomlinson, commented: “Supporting disabled people into work, improving accessibility and unlocking the potential of the purple pound are all priorities for this Government. That’s why it’s great to see businesses like Barclay’s creating shared resources that will help to increase understanding and support among employers and service providers, ultimately creating more accessible opportunities for disabled people.”

Tony Adamson, Managing Director, Enterprise and Innovation at Leonard Cheshire Disability, commented: “At Leonard Cheshire Disability we work to ensure disabled people are treated fairly and offered the same opportunities as everyone else. With that in mind, we are delighted Barclay’s has produced this resource as a demonstration of their commitment to supporting businesses to help them become inclusive and accessible to all.”

Find out more about Barclays at, www.home.barclays. Visit website for contact information. 

 Disabled Access Day

The event aims to encourage disabled people, their friends and families to visit somewhere new and over 50 venues across the UK, including Westminster Abbey, Tate Modern and The Scottish Parliament, have already signed up with almost six months still to go until the day.

Today, Disabled Access Day 2016 will be launched at the Royal Botanic Garden Edinburgh with Maureen Watt MSP, Minister for Public Health, in attendance.  This will mark the beginning of the lead up to the second annual event, building on the fantastic result of 2015 which saw over 200 companies and venues taking part, including VisitScotland, BT, Caffè Nero, Caffé Concerto and Barclays and attracted over 1,000 disabled people and their families, friends and carers.

An overwhelming 94% of disabled people would revisit a venue that has good accessibility, according to a survey carried out by Euan’s Guide the main sponsors of Disabled Access Day. With the UK’s 12 million disabled people estimated to have a combined spending power of over £200 billion, venues with poor disabled access or information are potentially missing out on gaining a significant amount of revenue.

Venues can take part in the 2016 event by hosting an event or simply opening their doors to show that they welcome disabled visitors and their friends and families. Whether it is a cinema, hotel or visitor attraction, there are plenty of ways for businesses to get involved. For further information on how to get involved, please visit: http://www.disabledaccessday.com/get-involved/

Fergus Ewing MSP, Minister for Business Energy and Tourism, said: “The Scottish Government remains fully committed to ensuring that everyone should have a chance to enjoy all that Scotland has to offer.  That is why I am delighted to be here today to launch the Disabled Access Day – an initiative that continues to position Scotland as a country with world-class tourism facilities, offering more choice as well as excellent customer service.

“Last week I announced that the Scottish Government is providing VisitScotland with a further £38,000 to boost the engagement of disabled and older people in the Year of Innovation, Architecture and Design.  These funds will support a series of new and enhanced partner projects, each of which will contribute to the wider Accessible Tourism Drive, contributing to the Innovation and Architecture themes of the 2016 year and creating a legacy whose benefits will be felt well into the future as the accessible tourism project rolls-out.”   

Simon Milne MBE, Regius Keeper of the Royal Botanic Garden Edinburgh, said:  “As the number of visitors to our Gardens continues to grow, we are committed to offering the very best welcome to everyone, no matter what their specific needs.  Disabled Access Day is a great opportunity for us to invite even more people to visit us and it’s an honour for us to be hosting the flagship event in Scotland.”

Chris McCoy, Head of VisitScotland’s Accessible Tourism Programme, said: “We are delighted to lend our support to next year’s Disabled Access Day as part of our ongoing Accessible Tourism Programme. I would encourage businesses to sign up to take part as we look to make this country a fully accessible destination. Earlier this year, we worked in partnership with the Royal Yacht Britannia and a number of assistance dog charities to demonstrate the invaluable support these amazing animals provide, and we are looking forward to supporting an equally successful event at the Royal Botanic Garden Edinburgh next March.”

A spokesperson for Caffè Nero, said: “Following the success of Disabled Access Day earlier this year, Caffè Nero is delighted to once again be a part of the national initiative created to raise awareness of the importance of disabled access. We welcomed the feedback received last year which highlighted our stores that have great accessibility, along with the stores where change was required to improve. We took on board all of the response we received last year and we now look forward to seeing lots of new visitors in conjunction with Disabled Access Day in March 2016!”

Euan MacDonald, co-founder of the disabled access reviews website, EuansGuide.com, the main sponsor of Disabled Access Day said, “The success of last year’s event has given us a firm foundation to build on. Not only are we raising awareness of disabled access, but also showcasing the venues with good accessibility and highlighting the commercial value held by the UK’s 12 million disabled people and their family, friends and carers.”

For more information on Disabled Action Day, please visit: www.disabledaccessday.com