Creating accessible environments for disabled people

This guide explains the considerations we take into account when planning, designing, or commissioning services, to promote access for disabled people.

Disabled people should be able to access and use everything we provide – and easily communicate with us.

This guide will look at accessibility under the following topics:

• Physical environments
• Interior design including facilities, fixtures, fittings, and furniture
• Digital information
• Technology
• Accessible communication
• Meetings and events
• Emergency egress for disabled people
• Policies, practices and procedures

If you need more guidance on accessibility, email us at accessibility@norfolk.gov.uk.

Designing and delivering accessible services and information enables disabled people to be independent.

Accessibility is the 'ability of the user to access the functionality of a device, service or environment'.

Accessibility is a priority for Norfolk. This is because about 20% of the population has a disability or limiting long-term condition.

This can include disabilities relating to:

• Mobility
• Mental health
• Memory
• Hearing
• Vision
• Learning

Some people have a combination of disabilities or long-term health conditions.

Our legal requirements

We have a legal duty to consider disabled people's needs when designing and delivering services and information. Some key legislation includes:

• The Equality Act 2010, which includes the Public Sector Equality Duty. This requires us to ensure our services are accessible.
• The Public Sector Bodies (Websites and Mobile Applications) (No.2) Accessibility Regulations 2018
• Approved Document M of the Building Regulations - buildings should comply with Part M if we're planning building works and if it's reasonable to do so. Be aware that Approved Document M was published many years ago. It's not up to date on some requirements of a diverse range of disabled people. For example, it does not account for the fact many wheelchair users now tend to use bigger power chairs.
• Guidance from British Standard 8300-1 and BS8300-2 and wider best practice around accessibility. This helps us to embed higher levels of accessibility within built environments.
• The Accessible Information Standard and The Care Act 2014. These apply to adult social care, or organisations delivering adult social care services.
• The Public Contracts Regulations 2015 (Regulation 42). This requires us to include accessibility for disabled people.

Failure to provide access for disabled people, where it's reasonable to make adjustments and puts them at a substantial disadvantage, is unlawful.

When we plan physical environments, we must take a range of things into account:

• The location of premises and whether someone can use public transport to visit the location. For example, some disabled people may not be able to drive and may rely on public or other forms of transport.
• The provision of adequate accessible parking (the national ratio recommendation is 1:20)
• There should be a clear accessible route from parking bays to the building entrance
• Entrances should be easily identified. If entry is via steps, ramps should be provided of a 1:20 gradient
• Doors should be push pad automatic doors where practical, or assisted easy opening doors
• Push pads should be operable with a closed fist and located between 750-1000mm above floor level. When on the opening side of the door, push pads should be set back 1400mm from the leading edge of the door.
• Door widths should be sufficient to allow for power or larger wheelchair access
• Internal circulation - the space provided should enable accessible movement around the premises. Corridors should be wide enough for wheelchair and mobility aid users.
• Ramps of appropriate gradients should be in place where there is a change of level on any given floor
• Lifts should be available for movement between floors, as well as staircases

We have indicated some dimensions for information. For further detail, refer to:

• Approved Document M if buildings works are planned, or
• British Standard 8300-1 and BS8300-2 which provide further detail not currently covered within Approved Document M

There should be:

• Adequate contrast and use of colours to support people with visual impairments and dementia. We achieve this by meeting a minimum difference in Light Reflectance Value (LRV) between surfaces.
• Adequate lighting to support people with visual impairments. We achieve this by providing specific levels of Lux (light level intensity) within specific environments or areas.
• Acoustics should allow clear verbal communication
• Use sound absorbent materials to reduce noise reverberation and promote accessibility for people who are d/Deaf or have hearing loss, or sensitivity to noise levels

Facilities, fixtures, fittings, and furniture

• Fixtures, fittings and furniture should be accessible:
  • Provide seating in different designs. Some with back support and arm rests and some at different heights. Office chairs should be adjustable.
  • Arrange furniture in suitably-sized rooms to ensure adequate space to turn a wheelchair
  • Counter tops (such as in reception and refreshment areas) should be at an accessible height for all users. We can also use dual level height counters.
  • Use signage to support wayfinding, such as simple, bold and braille signs. Consider the positioning and design of signs to ensure they are accessible and useful to all.
  • Alarm warning systems should use both visual and audible alerts
• Facilities within the premises should promote accessibility:
  • Toilet facilities should be available on each floor. This should include accessible toilets and easy use washing facilities. For example, taps, soap dispensers and hand dryers that account for people with limited dexterity, strength and visual impairments.
  • Hearing loop systems should be available to support users who are d/Deaf or have hearing loss. Fixed or personal loops should be available.

Technology includes things like:

• Computer hardware and software
• Applications (including mobile apps)
• Business systems (such as client record databases)
• Assistive devices or accessibility software

Here are some steps we can take to embed access into technology:

• Technology should be usable for all regardless of access requirements. Apps, software and business systems should conform to Level A and AA criteria as set out in the Web Content Accessibility Guidelines (WCAG). We aspire to achieve AAA conformance where possible. This supports accessibility for a wider range of users.
• Some users may need to access technology via a range of solutions. This may be voice control, keyboard-only control, screen readers or non-standard keyboard or mouse design. Software, applications, and systems should be compatible with these.
• We should test technology with a range of access solutions before the technology is launched for employees or service users. This includes solutions built into devices that people may be using. For example, VoiceOver on iPhones and Narrator on Windows devices.
• We should also conduct testing periodically. This ensures technology stays compatible with access solutions after updates or changes to design or function. It's also important to note that:
  • The access needs of different users will differ. It can include using technology with sensory loss, limited dexterity, or via vocal command only. Some users may have dual access needs. We should consider solutions that support individuals with a combination of access requirements.
  • We should provide staff with appropriate access solutions. These may be available within the organisation. But we may need to order them as part of reasonable adjustments for an employee or through the Access to Work scheme.
  • It's important that interactions between individual systems or technologies are also accessibility tested. This ensures there are no incompatibility issues when using access solutions.
• Documents from any technology (such as forms generated by a system) should be accessible for all. We should test such documents with a range of access solutions.
• Where a technology is not adequately accessible, we must make a robust plan. This will set out how we deal with accessibility barriers and make reasonable adjustments.

Digital accessibility relates to making digital products accessible to everyone. This includes:

• Websites
• Mobile applications
• Other tools and technologies
• Documents we publish on our web pages
• Any digital products or content we pay a third party to provide or develop

We must comply with the Public Sector Bodies (Website and Mobile Application) Accessibility Regulations, Level A and AA success criteria.

These criteria are set out in the Web Content Accessibility Guidelines (WCAG) recommended by the World Wide Web Consortium. They amend the criteria from time to time - we must follow the most recent version.

Our accessibility guidelines provide more information.

There are steps we can take to ensure good digital accessibility:

• Consider how digital services may negatively impact people who may be digitally excluded. This could be due to disability, or lack of hardware, accessible software, low literacy, or low income.
• Using digital as the only means of access to a service will exclude some people. Alternative means of access to a service should be available. For example, telephone access to a service alongside online access.
• Provide alternative formats of key information as a matter of routine. A digital service that's compliant with WCAG does not mean it's accessible to all. The guidelines within level A and AA conformance do not cover the needs of all disabled people. For example, WCAG do not cover the needs of neurodivergent users as much as users who are d/Deaf or who have sight loss. Going beyond minimum compliance supports good accessibility. An example of this would be providing formats such as Easy Read (for people with learning disabilities) or accessible video content.
• Consider technology that people may be using at home to access digital content. We should test any digital offer with a range of these tools. People may be using different technology to those used by employees. They may also be using tools built into devices rather than purchased tools. For example, a VoiceOver screen reader on an Apple iPhone rather than JAWS or NVDA screen readers.

Everyone should be able to communicate with us easily.

It's important to provide information in accessible formats and give communication support where appropriate.

This includes all forms of communication, including:

• Web content
• Emails
• Letters
• Printed information
• Phone or video calls
• Face-to-face communication

You can read about accessible communication formats on GOV.UK's website.

What information we provide in an accessible format and when, depends on the type of service we're providing.

However, we consider each of the following:

• Ensure service users have access to interpretation and translation via INTRAN where this is appropriate and in keeping with legislation (only our employees can access this link)
• Follow guidance on how to make online content accessible
• Let service users know how to get a document interpreted or translated. This page also explains how to add an INTRAN statement to a document.
• Publishing alternative formats (eg by commissioning it). Examples of alternative formats are Braille, Easy Read, large print, audio formats such as MP3 and CD.
• Checking that any hyperlinks we refer people to also have accessible content - eg links we use in documents, videos etc
• For phone and video calls:
  • Knowing how to switch on accessibility features like closed captions
  • Managing BSL interpreters in a virtual meeting effectively
• If we provide adult social care or health services to a person, we record any requirements they have so that we can communicate with them in an accessible way. This might include offering them alternative ways to respond to us, like a telephone number so they can complete an online form over the phone or using a local advocacy service.
• Supporting our disabled employees to use the Access to work scheme. This can help with getting specialised equipment like Roger pens or getting access to interpreters. This ensures our staff can communicate effectively.

When organising a meeting or event, we consider each of the following:

• Use of an accessible venue when meetings are in person.
• For virtual meetings, the chair of the meeting can use digital accessibility features
• For hybrid meetings, we ensure technology is compatible with the access solutions someone is using. For example, Roger Pens used in a physical space may pick up sound from the virtual space.
• We share meeting information in an accessible way and consider meeting etiquette. For example, it might help some disabled people to have short breaks in a long meeting. Or some people might prefer communicating using the chat function in virtual or hybrid meetings.

We must have procedures and policies to support safe and dignified emergency evacuation for disabled people.

Depending on the intended use of the premises, this may include:

• Personal Emergency Evacuation Plans (PEEPs)
• General Emergency Evacuation Plans (GEEPs)

This is to ensure that disabled people who cannot self-evacuate are able to swiftly leave the building in an emergency.

Our policies, practices, and procedures should not create situations that inadvertently create barriers to access for disabled people.

For example, avoid:

• Only having one means of customer contact for people. This could disadvantage people who cannot use this communication method. For example, requiring d/Deaf people to make contact via telephone only.
• Overlooking the potential impact that disability might have for a person. For example, some disabilities might require a person to undergo rest, rehabilitation, assessment, or treatment. This means that their availability at some times of the day or year may be restricted.