The Equality Act 2010 gives disabled people in the UK the right to reasonable adjustments when accessing services, including events, venues, and leisure activities. In principle, this means that event organisers must take steps to remove or reduce barriers that put disabled people at a substantial disadvantage. In practice, knowing how to make an effective request, and what to do if it is refused, is not always straightforward. This guide explains the process clearly.
What are reasonable adjustments?
Under the Equality Act 2010, service providers have three types of duty in relation to reasonable adjustments:
- Changing a provision, criterion, or practice -- For example, if a venue has a "no re-entry" policy that prevents a disabled person from leaving to take medication and returning, the venue should adjust that policy
- Removing or altering a physical feature -- For example, installing a temporary ramp over steps, providing an accessible toilet, or rearranging seating to accommodate a wheelchair
- Providing an auxiliary aid or service -- For example, a hearing loop, a BSL interpreter, large-print programmes, audio description, or a personal assistant ticket
The word "reasonable" is important. The law does not require organisers to do everything conceivable. It requires them to do what is reasonable, taking into account the effectiveness of the adjustment, the practicality of making it, the cost, the resources of the organisation, and the extent to which it would disrupt the service for other users.
What is reasonable for a major arena tour backed by a multinational promoter is different from what is reasonable for a village hall fundraiser run by three volunteers. However, even small organisations must consider adjustments and cannot simply refuse on principle.
When to make your request
The earlier the better. Many adjustments require planning, procurement, or logistical changes that cannot be arranged at the last minute. As a general guide:
- At the time of booking -- If you know you need adjustments when you buy your ticket, say so then. Most booking systems have an accessibility field, or you can contact the box office directly
- At least two to four weeks before the event -- For adjustments that require arranging external services, such as a BSL interpreter or audio describer
- As soon as you become aware of the need -- If your circumstances change after booking, contact the organiser promptly
The duty to make reasonable adjustments is anticipatory, which means service providers should think about the needs of disabled people in advance, rather than waiting for individual requests. In other words, a venue should already have an accessible toilet, hearing loop, and wheelchair spaces, not wait for a disabled person to ask for them. But in reality, many adjustments are arranged on a case-by-case basis in response to specific requests.
How to make an effective request
A clear, specific request is more likely to be met than a vague one. Here is a structure that works well:
1. Identify yourself and your needs
Explain that you are a disabled person (you can use whatever terminology you prefer) and briefly describe the barrier you face. You do not need to disclose your diagnosis unless you choose to. Focus on the functional impact rather than the medical label.
For example: "I am a wheelchair user and I need step-free access to the auditorium and a wheelchair space with a companion seat" is more useful to the venue than "I have condition X."
2. State what adjustment you need
Be specific about what would work. If you need a BSL interpreter, say so. If you need a seat near the toilets because of a bladder condition, say so. If you need to bring a support worker and you would like a free companion ticket, say so. The clearer you are, the easier it is for the organiser to deliver.
3. Give a timeframe
Mention the date of the event and ask for confirmation by a specific date so you can plan accordingly.
4. Put it in writing
Email is ideal because it creates a written record. If you phone, follow up with an email confirming what was discussed and agreed. If you need to escalate later, having a paper trail is invaluable.
Common adjustments at events
Here are adjustments that event organisers are commonly asked to provide:
- Wheelchair spaces and companion tickets -- Wheelchair-accessible seating with a free or reduced-price companion ticket
- BSL interpretation -- A British Sign Language interpreter for spoken-word events
- Audio description -- A narrated description of visual elements for blind or visually impaired attendees
- Hearing loop access -- Ensuring the venue's hearing loop is operational and covering the relevant seating area
- Captioning -- Speech-to-text or pre-prepared captions displayed on a screen
- Relaxed or sensory-adjusted performances -- Reduced volume, softer lighting, and a flexible audience environment
- Easy-read or large-print materials -- Programme notes, event guides, or safety information in accessible formats
- Accessible parking -- Reserved spaces close to the venue entrance
- Flexible policies -- Allowing re-entry, permitting assistance dogs, reserving aisle seats, or adjusting the "no food or drink" policy for medical needs
- Personal assistant or support worker access -- Allowing a companion to attend free or at reduced cost to provide support
What if the organiser says no?
If an organiser refuses your request, they should explain why. A refusal is not automatically unlawful, but it must be justified. The organiser needs to show that the adjustment is not reasonable in the circumstances, not simply that it is inconvenient or that they have not done it before.
If you believe the refusal is unjustified, you have several options:
Escalate within the organisation
Ask to speak to a manager, accessibility officer, or someone with authority to make decisions. Front-line staff sometimes refuse adjustments because they are not empowered or trained to approve them, not because the organisation is unwilling.
Make a formal complaint
Put your complaint in writing to the organisation, clearly explaining the adjustment you requested, why you believe it is reasonable, and the impact of the refusal on you. Quote the Equality Act 2010 and the duty to make reasonable adjustments.
Seek advice
The Equality Advisory Support Service (EASS) provides free advice on discrimination and reasonable adjustments. You can contact them by phone, email, or text relay. Disability charities including Scope, Mencap, RNIB, and Action on Hearing Loss also provide advice and advocacy.
Take legal action
In serious cases, a failure to make reasonable adjustments is a form of disability discrimination that can be challenged in a county court. Legal action should be a last resort, but the option exists and is used successfully. Many claims are settled before reaching court once the organisation takes legal advice and recognises the strength of the claim.
The Access Card
The Access Card, provided by Nimbus Disability, is a standardised card that summarises your access needs using symbols. It is recognised at many venues and festivals across the UK and can simplify the process of communicating your needs. The card does not replace the need to make specific requests for specific events, but it provides a helpful starting point and is particularly useful at festivals and venues where you interact with multiple staff members.
Browse events on Tickts and check individual listings for accessibility details. For more on specific access needs, see our guides to attending events with hearing aids, finding BSL-interpreted events, and attending events with an assistance dog.
