Customer & Service User Network June 2026

We are delighted to be joined by Emma McClarkin OBE, Chief Executive of the British Beer and Pub Association (BBPA). Emma will discuss how the BBPA is encouraging pub operators to use its new Accessibility in Pubs guide (attached) to embed accessibility into refurbishment planning, staff training, customer communication, and day to day decision making. The guidance highlights practical actions that any pub can take – such as improving online access information and offering menus in large print or digital formats, to adjusting layouts, increasing staff awareness, and providing quieter spaces. Rather than taking a one size fits all approach, the guide demonstrates how individual businesses can take simple, achievable steps to improve both customer and workers’ experiences, helping to make pubs more inclusive spaces. Emma will share insights into the creation of the guide, its launch, and how it is being promoted to support real change across the industry.

We would also welcome Emily Jackson our Senior Business Partner of BDF to talk about the legal framework for serving disabled customers.

• Legal obligations and the anticipatory duty to make reasonable adjustments for customers and service users
• Anticipating barriers
• Making your services accessible and usable
• Overview of the different types of disability discrimination in customer services

This meeting is for Business Disability Forum Partner and Member organisations only. Invitations have been sent to Partners and Members that are part of the Customer & Service User Network. If you haven’t received an invitation and you are interested in attending either just this meeting or becoming a Customer & Service User Network member, please don’t hesitate to contact us.

This event will operate using the ‘Chatham House’ rule.

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