{"id":5564,"date":"2026-09-01T08:26:31","date_gmt":"2026-09-01T08:26:31","guid":{"rendered":"https:\/\/directaccessgp.com\/uk\/?p=5564"},"modified":"2026-09-01T15:04:08","modified_gmt":"2026-09-01T15:04:08","slug":"nobody-gambles-a-day-out-the-true-value-of-an-accessibility-audit","status":"publish","type":"post","link":"https:\/\/directaccessgp.com\/uk\/news\/nobody-gambles-a-day-out-the-true-value-of-an-accessibility-audit\/","title":{"rendered":"Nobody gambles a day-out: The true value of an accessibility audit"},"content":{"rendered":"\t\t
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Visitors can be lost before they arrive.\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>

Many venue owners think of accessibility as something that only starts at the front door. They think: do we offer step-free access? Does our reception desk have a hearing loop? Is there an accessible toilet on site?\u00a0But for disabled people, their interaction with a venue begins much earlier, often before they have even decided whether to visit.\u00a0<\/span>\u00a0<\/span><\/p>

They ask questions like, \u201cHow will staff actually communicate with me?\u201d,\u00a0\u201cWhere are the accessible toilets located?\u201d,\u00a0and \u201cIs that hearing loop still in use?\u201d\u00a0<\/span>\u00a0<\/span><\/p>

They\u00a0browse\u00a0a venue\u2019s\u00a0website and social\u00a0media, wondering\u00a0whether they can trust that the information provided to answer\u00a0their\u00a0questions will reflect the reality of the\u00a0experience when they arrive. They\u00a0encounter\u00a0stress\u00a0that could easily be avoided with some clear pre-visit information, and second guess whether to make the trip to begin with.\u00a0<\/span>\u00a0<\/span><\/p>

And because\u00a0of\u00a0their\u00a0hesitance,\u00a0that\u00a0venue\u00a0loses\u00a0a customer\u00a0and a chance at revenue.<\/span>\u00a0<\/span><\/p>

Research shows barriers change customer behaviour.\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>

The scale of the missed opportunity caused by inaccessibility is reflected in the UK Government\u2019s research from 2025, which examined how disabled people experience private-sector businesses and services, where the barriers occur, and what could be done to improve accessibility.\u00a0<\/span>\u00a0<\/span><\/p>

Among 1,545 disabled people surveyed, 57% of respondents reported experiencing an accessibility barrier in entertainment,\u00a0leisure\u00a0and hospitality in the previous 12 months. Retail was even higher, at 65%.\u00a0But the most alarming statistic is that the change in behaviour\u00a0because of inaccessibility\u00a0among disabled consumers\u00a0was reportedly, as\u00a0high as 77% in\u00a0entertainment and hospitality venues, with similarly high statistics in sport and exercise (76%) and retail,\u00a0couriers\u00a0and deliveries (72%).\u00a0As a result, the\u00a0overwhelming\u00a0majority reported needing to spend more time accessing the same services as non-disabled people, and this having a negative impact on their health.<\/span>\u00a0<\/span><\/p>

People described inaccessible buildings and facilities, lack of assistive technology, lack of quiet spaces, and, importantly, a need for more information on restaurant websites so that wheelchair users could understand things such as table arrangements and manoeuvring space before booking. Some respondents said they had stopped attending entertainment or hospitality venues altogether\u00a0due to these\u00a0barriers.\u00a0<\/span>\u00a0<\/span><\/p>

Disabled people account for 25% of the overall population in the UK, so poorly managed, inaccessible venues are potentially alienating an audience in the millions, not only when they encounter barriers, but when the venues demonstrate poor accountability. <\/span>\u00a0<\/span><\/p>

By contrast,\u00a0an accessible venue that\u00a0is able to\u00a0offer the exact same service to offer a level of experience\u00a0while\u00a0respecting\u00a0the time of the consumer,\u00a0is\u00a0likely to\u00a0attract and retain a large sector of customers that\u00a0are\u00a0demonstrably not being catered\u00a0for.<\/span>\u00a0<\/span><\/p>

Waiting for complaints creates legal and reputational risk.\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>

Under the Equality Act 2010,\u00a0service providers have an anticipatory duty to make reasonable adjustments\u00a0for disabled visitors. Although the consequence of non-compliance\u00a0extends\u00a0well beyond an individual customer’s experience; in\u00a0serious or systemic cases,\u00a0disputes with venues\u00a0can lead to Equality Act claims,\u00a0regulatory\u202fintervention, or major site overhauls.<\/span>\u00a0<\/span><\/p>

A recent high-profile example;\u00a0Live Nation, which\u00a0operates\u00a0festivals including Wireless and Download, entered into a legally binding agreement with the Equality and Human Rights Commission in 2023,\u00a0following reported accessibility problems at their two festivals. Disabled attendees had reported issues including obscured stage views, a lack of accessible toilets,\u00a0and staff questioning their disabilities.\u00a0<\/span>\u00a0<\/span><\/p>

The agreement required Live Nation to make extensive changes across its festivals, including introducing enhanced accessibility guides, reviewing accessibility across its policies and processes, auditing its festival websites and apps, introducing disability awareness training, using mystery shoppers and gathering feedback from disabled customers to inform future planning.\u00a0<\/span>\u00a0<\/span><\/p>

Had Live Nation prepared for\u00a0its audience\u2019s\u00a0needs in advance and anticipated the potential accessibility barriers\u00a0on its festival grounds,\u00a0its\u00a0management team\u00a0would have avoided\u00a0reputational\u00a0and financial\u00a0damages, while\u00a0delivering\u00a0the kind of experience that encourages\u00a0music fans with disabilities to\u00a0return\u00a0to their\u00a0events well into the future.\u00a0<\/span>\u00a0<\/span><\/p>

An audit turns assumptions into evidence.\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>

Audits act as a practical risk-management for addressing problems before they become problems for visitors, disabled or not. They illuminate\u00a0unidentified barriers within a venue\u2019s services, infrastructure and policies, providing a clear roadmap for addressing accessibility blind spots in a prioritised and budgeted format.<\/span>\u00a0<\/span><\/p>

Audits can be commissioned: as part of a planned periodic review; before or after major alterations\u2019 when services or operating arrangements change; following a complaint, incident, or recurring concern.<\/span>\u00a0<\/span><\/p>

A venue\u00a0might already\u00a0have all the features\u00a0a disabled person might\u00a0need to feel comfortable,\u00a0but if people aren\u2019t made aware of the\u00a0finer\u00a0details, like what type of\u00a0accessible\u00a0formats are offered, what\u2019s actually in the\u00a0venue’s\u00a0sensory room, how many rest points\u00a0there\u00a0are and where they\u2019re located, they\u00a0won’t visit and the venue will lose out on\u00a0revenue.<\/span>\u00a0<\/span><\/p>

Acting on that evidence improves information and experience.\u202f\u202f<\/span><\/b>\u00a0<\/span><\/p>

When a venue owner acts upon audit recommendations, they improve the experience for their existing customers and attract an underserved audience that may never have made it past the awareness stage in the first place; The Purple Pound.<\/span>\u00a0<\/span><\/p>

The Purple Pound\u00a0represents\u00a0the spending power of disabled people and their families. As of 2026, its value to the UK economy alone is \u00a3446 billion. Many venues are not accessing their full share of that potential revenue,\u00a0and\u00a0not because they are less willing to spend.<\/span>\u00a0<\/span><\/p>

Genuinely accessible choices\u202fare\u00a0limited, so venues that provide a reliable experience can earn considerable trust and repeat custom.\u202fAn audit of a venue alone does not achieve\u00a0greater footfall, but it presents a roadmap for\u00a0service improvements that\u00a0naturally attract a wide audience.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>

Progressing towards the goal of accessibility rather than an\u202fexpectation\u202fof immediate perfection is what produces the best results; improved\u00a0communication often leads to\u00a0increases\u00a0footfall,\u00a0a better reputation often leads to industry accolades, and a reliable service often generates\u00a0revenue.<\/span>\u00a0<\/span><\/p>

The Harris\u202fdemonstrated\u00a0gradual improvement\u00a0and got results<\/span><\/b>\u00a0<\/span><\/p>

The Harris Museum, which has worked extensively with\u00a0Direct Access, has been investing in accessibility for several years, rather than treating it\u00a0as a compliance exercise. Its facilities now include accessible parking, tactile wayfinding maps, hearing loops, and specific quiet visiting hours.\u00a0<\/span>\u00a0<\/span><\/p>

But beyond completing a checklist, they have\u00a0demonstrated\u00a0meaningful care for\u00a0the experience of their customers,\u00a0which is\u00a0what has allowed them to sustain\u00a0and build an audience over\u00a0time.\u00a0They’ve\u00a0reduced customer uncertainty and changed behaviour which leads to reduced visits and\u00a0revenue.<\/span>\u00a0<\/span><\/p>

Their website\u00a0doesn’t\u00a0simply\u00a0say,\u00a0\u201cwe’re accessible\u201d,\u00a0but gives prospective guests detailed information about the building, including its limitations.\u00a0As a result, they have\u00a0strengthened\u00a0their position within the tourism sector\u00a0as a place where visitors can understand\u00a0what to expect, access exhibits with greater confidence, and\u00a0ultimately\u00a0enjoy\u00a0themselves.\u00a0<\/span>\u00a0<\/span><\/p>

An\u00a0accessibility audit\u00a0can be reactive, commissioned after something has gone wrong, or proactive, giving venues\u00a0the information\u00a0they\u00a0need to prevent barriers from becoming problems in the first place.<\/span>\u00a0<\/span><\/p>

If you are ready to take your venue on a similar journey to the Harris Museum, the first step\u00a0will be to gather\u00a0evidence of what is working and what\u00a0isn\u2019t.\u00a0An\u00a0<\/span>accessibility audit gives you the evidence to decide what needs to change, what should come first and how those improvements should be communicated.\u00a0<\/span>\u00a0<\/span><\/p>

An\u00a0audit from Direct Access, however,\u00a0will go\u00a0beyond that.\u00a0Our\u00a0<\/span>combination of lived experience and\u00a0expertise\u00a0helps\u00a0venue\u00a0go\u00a0beyond\u00a0legal obligations,\u00a0so they are\u00a0best placed to offer\u00a0a visit\u00a0that\u00a0could\u00a0whole new audience through the\u00a0door.\u00a0Get\u00a0in touch with\u00a0us today to\u00a0learn more.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Visitors can be lost before they arrive.\u202f\u202f\u00a0 Many venue owners think of accessibility as something that only starts at the front door. They think: do we offer step-free access? Does our reception desk have a hearing loop? Is there an accessible toilet on site?\u00a0But for disabled people, their interaction with a venue begins much earlier, […]<\/p>\n","protected":false},"author":13,"featured_media":5565,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[27],"class_list":["post-5564","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-accessibility-guidance"],"yoast_head":"\nNobody gambles a day-out: The true value of an accessibility audit - Direct Access<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/directaccessgp.com\/uk\/news\/nobody-gambles-a-day-out-the-true-value-of-an-accessibility-audit\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nobody gambles a day-out: The true value of an accessibility audit - Direct Access\" \/>\n<meta property=\"og:description\" content=\"Visitors can be lost before they arrive.\u202f\u202f\u00a0 Many venue owners think of accessibility as something that only starts at the front door. They think: do we offer step-free access? Does our reception desk have a hearing loop? 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