Ahead of International Wheelchair Day, Director of Thriving Communities at The Crown Estate, Deborah Clark, shares the impact of better accessibility information and the steps businesses can take to make their venues more accessible.
Deborah Clark’s role is working to integrate whole sustainability into business practices, with a specific focus on social impact, accessibility and inclusion, and community engagement. Prior to The Crown Estate Deborah worked for almost a decade for national retail brands and also has experience in consultancy and local authority.
The impact of better accessibility information
While progress has been made in improving physical access for wheelchair users across the UK, there remains a major, invisible barrier preventing many from fully participating in public life: a lack of clear and reliable accessibility information.
For wheelchair users, exploring a city isn’t just about step-free access – it’s about knowing in advance whether a place will work for them. Are the lifts in service? Are there accessible toilets? Are the entrances wide enough? Too often, this vital information is missing or unclear, leaving people in a position where they must take risks, make multiple phone calls to venues, or – worst of all – avoid visiting altogether. Because if you don’t know, you won’t go.
At The Crown Estate, we believe accessibility isn’t just about infrastructure – it’s also about information. In 2021, we partnered with AccessAble to provide detailed access guides for much of London’s West End and other areas across the UK under our care. These guides go beyond vague accessibility labels, offering specific details such as doorway widths, the presence of ramps, and the exact locations of lifts and accessible toilets. This allows visitors to plan their journeys with confidence, knowing they can navigate spaces independently.
The impact of better accessibility information is tangible. One visitor to the West End told us that having access to this level of detail made the difference between deciding to visit or staying home. Another said it allowed them to make spontaneous plans with friends, something they rarely felt able to do before.
This isn’t just about making life easier for individuals, it’s about economic inclusion. A lack of accessibility information discourages people from visiting shops, restaurants, theatres and cultural venues, ultimately limiting the customer base for businesses.
Steps businesses and landlords can take to improve accessibility
So, what can businesses and landlords do? First, they can audit and share detailed accessibility information for their spaces, working with experts like AccessAble to ensure accuracy.
Second, they can integrate accessibility considerations into their digital presence, ensuring that websites and booking systems make this information easy to find.
Third, they can commit to an ongoing dialogue with disabled people to understand their needs and make continuous improvements.
International Wheelchair Day is a moment to reflect on how we can build a more inclusive society. Physical access matters, but so does the confidence to go somewhere in the first place.
By ensuring that clear, reliable accessibility information is readily available, we can break down one of the most overlooked barriers to inclusion.
Commitment to inclusive design and accessibility
Access to information is just one part of The Crown Estate’s wider commitment to accessibility and inclusion. Following the launch of our joint report with Grosvenor late last year, Inclusive Spaces and Places: A collaborative approach to inclusive design, we highlighted the urgent need for inclusive design in the built environment, emphasising the barriers that prevent millions from fully engaging with public and commercial spaces – as well as the societal and economic opportunities lost as a result.
The report considered the diverse needs of all visitors, from those with sensory sensitivities to people requiring quiet spaces or multilingual information.
Inclusion is at the heart of our long-term strategy at The Crown Estate; shaping how we design, develop and manage our places.
By taking a holistic approach – spanning physical accessibility, sensory considerations, cultural inclusivity and digital innovation – we are committed to curating destinations that serve the widest possible community, ensuring everyone feels welcome in all of our places.
International Wheelchair Day is on 1st March, in which we celebrate the mobility, independence and positive impact that wheelchairs have on the lives of users. It’s also a day to recognise the great work of the many millions of people who provide wheelchairs, those who offer support and care for wheelchair users, and those who strive to make the world a more accessible and inclusive place for people with mobility challenges.