Mark is a wheelchair user and a member of a local club. On one visit he had to use the side entrance to gain access to the club. It was raining heavily and Mark had to bang on the door and wait for five minutes for the door to be opened. Once inside a number of members laughed at him because he was wet, which made him feel angry and humiliated.
Mark also had problems accessing the bar area. On previous occasions bar staff had provided him with table service if a friend or other member has not been there to help him. However, since Mark complained about the difficulty of being served in the Concert Hall, the bar staff had stopped offering him table service. When Mark asked for help with buying a drink he was told he was “no different to anyone else and he would not get any help”.
Outcome: Full and Final Settlement
During the mediation Mark described the incident and the effects it had on him, and said in particular he felt degraded.
As one of his desired agreements Mark wanted to discuss changes to physical features to ensure reasonable adjustments were implemented throughout the entire establishment.
As a temporary measure, while the main entrance was being adapted, the club agreed to install a canopy over the side entrance and a bell at an appropriate height, which would be linked to the bar. The representative for the club also agreed to ensure that bar staff would serve disabled members and their guests at tables if necessary, as a temporary procedure while the club was waiting for the result of an access audit of the bar. They also stated that since the incident the club had installed a fully compliant accessible toilet, and this was acknowledged by Mark as being a big step forward for club members.
The club also agreed to introduce Equalities Training for management and staff within the next six months, by a recognised provider, and that this training would be reviewed annually.
It was also agreed that the management of the club would issue an apology to Mark, recognising that he had not received equal treatment.
The club agreed to pay £250 in each of two annual payments to a particular charity, in respect of them doing the club’s website for two years.