The View from Where I Sit

Tag: policy development

  • Beyond the Ballot: Building a Disabled People’s Charter

    Disabled people are too often excluded from the political conversations and decisions that shape our everyday lives. From transport and housing to social care, employment, healthcare and accessibility.
    That’s why I’m really pleased to be part of this upcoming online conversation hosted by the Purple Collective and Our House.

    We’ll discuss building a Disabled People’s Charter shaped by lived experience, collective discussion and practical ideas for change.
    If you’re disabled, working in disability inclusion, interested in policy and systems change, or simply want to contribute to a better future, we’d love you to join us.

    Reimagining a society and democracy that works for disabled people.

    Our House is proud to partner with the Purple Collective to host this one-hour online workshop bringing disabled people together to help shape a new Disabled People’s Charter.

    This session is about more than individual policies or political parties. It’s about asking a bigger question:

    What would society look like if disabled people were genuinely heard, valued, and included in decisions that affect our lives?

    Together, we’ll explore the changes disabled people want to see across areas such as:

    Transport
    Housing
    Healthcare
    Employment
    Education
    Social care
    Participation in public life

    The ideas and outcomes from this session will help feed into Our House’s wider People’s Charter initiative, which seeks to build a fairer and more inclusive future for everyone.

    Who Is This For?
    Any disabled person who wants to see their voice at the heart of power and their experiences and ideas used to help shape a better future. You do not need any political experience or expertise to participate. Just your lived experience, ideas, and willingness to contribute.


    Too often, disabled people are consulted after decisions have already been made. This session is an opportunity to come together earlier, share experiences openly, and help shape a collective vision for what disabled people need from society and from those in power. Bringing together Our House’s expertise in people-powered democratic methodology and Purple Collective’s dedication to authentic disability representation and inclusion, we will draft a Disabled People’s Charter.

    You’ll be invited to decide the next steps and build on what we cover in the session. So, if you’re passionate about disabled people’s rights, disability justice, or just want a better political system, come along and help shape the beginning of the Purple Chartist movement!

    We hope this will be the beginning of an ongoing conversation that grows into a community focused on building lasting change together.

  • The Equality Act 2010 in Customer Service

    Under the Equality Act 2010, customer service providers must treat all individuals equally and fairly, avoiding discrimination, harassment, and victimisation based on protected characteristics.


    Protected Characteristics
    The Equality Act identifies nine protected characteristics that cannot be used as a basis for unfair treatment in services:

    • Age
    • Disability
    • Gender reassignment
    • Marriage and civil partnership
    • Pregnancy and maternity
    • Race
    • Religion or belief
    • Sex, and sexual orientation

    Service providers must ensure that customers are not discriminated against due to these characteristics, either directly or indirectly.


    Types of Discrimination in Customer Service
    Direct discrimination: Treating someone less favourably specifically because of a protected characteristic. Examples include refusing to serve a person due to their ethnicity or sexual orientation.
    Indirect discrimination: Applying a neutral rule or policy that disproportionately disadvantages people with a protected characteristic, unless the rule can be objectively justified. For example, a “no head coverings” policy may indirectly discriminate against customers who wear religious attire.
    Harassment: Any unwanted conduct related to a protected characteristic that violates dignity or creates a hostile, degrading, or offensive environment.

    Victimisation: Unfair treatment of someone because they made a complaint about discrimination or supported another person’s complaint.

    Reasonable Adjustments for Accessibility
    Service providers have a duty to make reasonable adjustments for disabled customers to ensure they can access services equally. This includes measures such as ramps, alternative formats for written information (Braille or large font), assistive technology, and staff training to accommodate different needs.
    The duty is proactive; providers must anticipate barriers and not wait for requests to be made.


    Practical Implementation in Customer Service
    Inclusive culture: Train staff to respect diversity, listen actively, and respond sensitively to customer needs.
    Policy development: Implement equality, diversity, and inclusion (EDI) policies that guide recruitment, service delivery, and day-to-day operations.
    Communication: Use inclusive language, provide alternative communication methods for customers with language barriers, and accommodate cultural or religious practices.
    Positive engagement: Regularly review services to identify potential barriers and improve inclusiveness, potentially conducting Equality Impact Assessments for public or large-scale service projects.


    Legal Scope and Exceptions
    While the Act prohibits unjust discrimination, some exceptions exist, including age-based concessions, health and safety requirements, financial services risk assessments, and single-sex or regulated services where necessary. Any differential treatment must be objectively justified or in line with permitted exceptions.


    Benefits of Compliance
    Complying with the Equality Act enhances the organisation’s reputation, fosters customer loyalty, and demonstrates respect for diverse customer needs. Inclusive practices also attract top talent and ensure fair, equitable service delivery.
    In summary, customer service under the Equality Act 2010 requires fairness, respect, and proactive accommodation of diversity, encompassing all nine protected characteristics, preventing discrimination, harassment, or victimisation, and ensuring accessibility for disabled individuals.


    Legislation.gov.uk