The building or other place where services are delivered

Multipage Guide

Who is this page for?

  • Any organisation providing a service

Which countries is it relevant to?

    • England flag icon


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    • Scotland flag icon


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    • Wales flag icon


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.

Last updated: 19 Feb 2019

Further information

If you think you might have been treated unfairly and want further advice, you can contact the Equality Advisory and Support Service.

Phone: 0808 800 0082
Textphone: 0808 800 0084

You can email using the contact form on the EASS website.

Also available through the website are BSL interpretation, web chat services and a contact us form.


Opening hours:

9am to 7pm Monday to Friday
10am to 2pm Saturday
closed on Sundays and Bank Holidays

Alternatively, you can visit our advice and guidance page.