Customers with conditions affecting mobility

How to help

There are many conditions which can affect a person’s mobility. Some customers may use wheelchairs all or some of the time to help them get about, while others will use sticks, walking aids, or scooters. Others may walk unaided but experience difficulties with balance or muscular skeletal issues.

Wherever reasonably possible, buildings that offer a service or provide facilities or goods to the public should be accessible for people with conditions affecting mobility, including people who use wheelchairs or walking aids.

If you are arranging an appointment with a customer and you know your building is difficult to access, offer to meet the customer at an accessible venue nearby, or visit the customer at home.

Also see the full ‘Welcoming disabled customers’ suite.

Moving around

• Keep aisles and floor space free from obstacles and remove any possible trip hazards.
• Remember, wheelchairs come in many different shapes and sizes. Some wheelchair users may need extra space to manoeuvre their wheelchair.
• Some people use a wheelchair only some of the time. Don’t be surprised if a customer gets out of a wheelchair or asks for a wheelchair after arriving on foot.
• Heavy doors and deep-pile carpets can prove difficult. Advise customers on the most accessible routes.
• Even if there is a ramp, the person may still need assistance with getting in and out of the building.
• Know where accessible toilets and lifts are located.

Speaking to the customer

• Speak directly to the customer.
• If the customer is a wheelchair user, come around to their side of the reception desk or high counter and put yourself at eye level.
• A wheelchair is an extension of a person’s personal space. Do not lean on it, hang items on it, or touch it without a person’s consent.
• If a customer has difficulty walking or navigating the aisles, offer a more personalised service. Find a place for the customer to sit down and bring items directly to them.

Other adjustments

• Tables and counters may be the wrong height for wheelchair users. If the person needs to write, offer a low-level counter, clipboard, or other firm surface to press on.
• People with conditions affecting mobility may find it hard to carry out a task using their hands while standing. Counting out money or filling in a form may be difficult, for example.
• Offer the person a seat. Try to have a variety available, with and without arms, and at different heights.

Final thoughts

• Offer help with carrying items.
• Look out for anyone who may need help reaching high or low shelves.
• Have local public transport information available, including details of accessible taxi services.