Sunday, April 14, 2024
Sunday, April 14, 2024
HomeNewsNew guides for hospitality on welcoming customers with assistance animals

New guides for hospitality on welcoming customers with assistance animals

With Christmas Party season almost upon us, and with 1 in 4 people in the UK living with a disability with an annual spending power estimated to be £274 billion, the Business Disability Forum has published a series of short guides to offer advice to the hospitality sector on how to welcome disabled customers with assistance and support animals.

‘Guide dogs, assistance animals and emotional support animals’ explains the different types of animals that some disabled people rely on in their daily lives. The guides also cover what businesses need to consider when deciding whether to allow customers to bring in different animals and how to anticipate and meet the needs of disabled customers with animals.

Bela Gor, Head of Legal at Business Disability Forum, said, “We know that animals can offer vital assistance and support to many disabled people making it possible for people to socialise independently. For businesses, however, there are legitimate concerns about the impact of different animals on other customers and the wider business. Our guide explains what businesses need to know in order to be able to make reasonable adjustments and make sure all customers can access your business.”

The following top five tips have been taken from the new guide.

  1. Businesses must not refuse entry to customers with guide dogs and assistance animals – as long as the animal is quiet, well-behaved and not disruptive. There are very few instances where refusing entry is lawful.
  2. Customer-facing staff, such as security and assistance staff, must know not to refuse entry to customers with guide dogs and assistance dogs.
  3. Businesses are allowed to advertise a “no dogs” policy – but if they do, they must also advertise that guide dogs and assistance dogs are exempted from this policy.
  4. Well-behaved emotional support animals are likely to be reasonable if guide dogs and assistance animals are – but businesses should start thinking about which types of animals can and cannot reasonably be allowed in.
  5. Businesses should look at consumer spaces and identify any barriers to a person accompanied by a guide dog. Work to remove those barriers before a customer raises an issue.

The new guides are part of Business Disability Forum’s free Disability Essentials range. Go to Business Disability Forum’s Disability Essentials page to view the ‘Guide dogs, assistance animals and emotional support animals’ series.

 

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