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| Version 1 | Version 2 |
|---|---|
| Firms' disability access 'unlawful' | Firms' disability access 'unlawful' |
| (about 11 hours later) | |
| The government is writing to a string of high street chains urging them to improve after a BBC London investigation revealed a "depressing" failure to accommodate disabled people. | The government is writing to a string of high street chains urging them to improve after a BBC London investigation revealed a "depressing" failure to accommodate disabled people. |
| Two researchers, one blind, one a wheelchair-user, documented their daily travails with pinhole cameras. | Two researchers, one blind, one a wheelchair-user, documented their daily travails with pinhole cameras. |
| Some of the UK's top chains failed to provide ramps - while five cabs refused to take a guide dog. | Some of the UK's top chains failed to provide ramps - while five cabs refused to take a guide dog. |
| Several firms apologised while others promised to improve. | Several firms apologised while others promised to improve. |
| The Equality Act obliges organisations to make reasonable adjustments for disabled people. | The Equality Act obliges organisations to make reasonable adjustments for disabled people. |
| But researchers found unusable tables or ramps missing or broken at branches belonging to Itsu, Costa Coffee, Eat, Caffé Nero, Caffé Concerto, Chipotle and the Post Office. | But researchers found unusable tables or ramps missing or broken at branches belonging to Itsu, Costa Coffee, Eat, Caffé Nero, Caffé Concerto, Chipotle and the Post Office. |
| Researcher Christiane Link said: "I went from coffee shop to coffee shop - and either they had steps in front of their door or they only had high tables." | Researcher Christiane Link said: "I went from coffee shop to coffee shop - and either they had steps in front of their door or they only had high tables." |
| After experiencing problems in east London, BBC London test-booked 20 cabs to pick up a blind researcher. Five refused to take his clearly-marked guide dog. | After experiencing problems in east London, BBC London test-booked 20 cabs to pick up a blind researcher. Five refused to take his clearly-marked guide dog. |
| One said: "Small dog, we can take it, but big dog we can't take it, we don't have the facilities." | One said: "Small dog, we can take it, but big dog we can't take it, we don't have the facilities." |
| The man was driving a people carrier. | The man was driving a people carrier. |
| Another said: "That will be extra money." | Another said: "That will be extra money." |
| A third had a conversation with base on his radio - before claiming he could not take the dog because of "hay fever". | A third had a conversation with base on his radio - before claiming he could not take the dog because of "hay fever". |
| 'Licence revoked' | |
| Drivers with allergies must carry a card proving it, but he was unable to produce one. | |
| Robin Allen QC, head of chambers at Cloisters and a leading expert in equality law, viewed the BBC's footage. | Robin Allen QC, head of chambers at Cloisters and a leading expert in equality law, viewed the BBC's footage. |
| He said: "What I have seen in terms of the drivers who refused to take the guide dog appeared to be a clear case of a criminal offence." | He said: "What I have seen in terms of the drivers who refused to take the guide dog appeared to be a clear case of a criminal offence." |
| Of the other companies, he said: "If they fail to make reasonable adjustments and an individual is denied access to facilities on an equal basis, they will be in breach of the law - the disabled people will be entitled to compensation." | Of the other companies, he said: "If they fail to make reasonable adjustments and an individual is denied access to facilities on an equal basis, they will be in breach of the law - the disabled people will be entitled to compensation." |
| The Post Office carried out Ms Link's transaction in the street. | The Post Office carried out Ms Link's transaction in the street. |
| But Mr Allen said: "It is not reasonable, particularly with financial products or personal products, to expect wheelchair users to expect service in the street." | But Mr Allen said: "It is not reasonable, particularly with financial products or personal products, to expect wheelchair users to expect service in the street." |
| On four occasions, the wheelchair user got stuck on a train when staff booked to help did not arrive on time. She was unable to board a bus due to a faulty ramp. | On four occasions, the wheelchair user got stuck on a train when staff booked to help did not arrive on time. She was unable to board a bus due to a faulty ramp. |
| Team GB wheelchair rugby player Ross Morrison said: "Getting on and off can be a really tricky issue. Quite often ramps aren't there. | Team GB wheelchair rugby player Ross Morrison said: "Getting on and off can be a really tricky issue. Quite often ramps aren't there. |
| "I've got good chair skills so I can bunny hop off the train - not safe, but I get away with it. For your average disabled person that's not an option." | "I've got good chair skills so I can bunny hop off the train - not safe, but I get away with it. For your average disabled person that's not an option." |
| A BBC London Freedom of Information request found disabled access complaints to TfL have almost trebled in three years - from 570 in 2011 to 1,431 in 2013. | A BBC London Freedom of Information request found disabled access complaints to TfL have almost trebled in three years - from 570 in 2011 to 1,431 in 2013. |
| The FoI revealed three legal actions between 2011 and present. All ended in out-of-court settlements - with £8,000 paid in damages and £41,673 for claimants' legal costs. | The FoI revealed three legal actions between 2011 and present. All ended in out-of-court settlements - with £8,000 paid in damages and £41,673 for claimants' legal costs. |
| TfL said it had received only six complaints over guide dog refusals by minicabs in eight months, out of 45 million journeys. | TfL said it had received only six complaints over guide dog refusals by minicabs in eight months, out of 45 million journeys. |
| Helen Chapman, TfL's general manager of taxi and private hire, said: "We take such incidents very seriously and anyone doing this faces having their licence revoked. | |
| "We will thoroughly investigate any such instances - including those highlighted in the programme. | |
| "The TfL network is one of the most accessible anywhere in the world - with a fully accessible and extensive bus service, step-free DLR network, and turn up and go assistance for disabled passengers across the Tube and London Overground networks." | |
| Minister for Disabled People Mark Harper said: "I'm perplexed by the taxi story because I can't think of any plausible reason why they weren't able to take your researcher." | Minister for Disabled People Mark Harper said: "I'm perplexed by the taxi story because I can't think of any plausible reason why they weren't able to take your researcher." |
| Of the wider findings, he said: "It's depressing. But we need to remember lots of firms do deliver good service." | Of the wider findings, he said: "It's depressing. But we need to remember lots of firms do deliver good service." |
| Mr Harper has said he will write to the firms and consider redrafting guidance on minicabs. | Mr Harper has said he will write to the firms and consider redrafting guidance on minicabs. |
| High street responses | High street responses |
| Costa said: "We have instructed our maintenance team to visit. We apologise for any inconvenience." | Costa said: "We have instructed our maintenance team to visit. We apologise for any inconvenience." |
| Caffé Concerto said: "We recognise our obligations under the Act and are constantly working to improve access." | Caffé Concerto said: "We recognise our obligations under the Act and are constantly working to improve access." |
| Itsu said: "We are very sorry your researcher had difficulties eating at Itsu. This is not acceptable and we are rectifying this." | Itsu said: "We are very sorry your researcher had difficulties eating at Itsu. This is not acceptable and we are rectifying this." |
| Eat said: "We are disappointed to have failed and would like to apologise." | Eat said: "We are disappointed to have failed and would like to apologise." |
| Caffé Nero said: "We consider we make all reasonable provision with regards to access." | Caffé Nero said: "We consider we make all reasonable provision with regards to access." |
| Chipotle said: "When this was brought to our attention, we made adjustments to ensure tables are accessible in all our restaurants." | Chipotle said: "When this was brought to our attention, we made adjustments to ensure tables are accessible in all our restaurants." |
| The Post Office said: "We make endeavours to comply with regulations. We apologise for any inconvenience." | The Post Office said: "We make endeavours to comply with regulations. We apologise for any inconvenience." |