As a disabled person and wheelchair user, I know that accessibility barriers are not always as obvious as people might expect. It is not just about whether there is a ramp at the entrance or a lift in the building. Sometimes it is a website that is hard to navigate, information that is difficult to follow, or a system that was not built with disabled people in mind.
Those quieter barriers are just as real. They can affect how people access services, get through their day, and whether they feel welcome somewhere, even if nobody else realises what is happening. For wheelchair users and other disabled people, accessibility is not a bonus or a nice extra. It is about independence, dignity, equality and being able to take part in everyday life.
In this blog, I want to highlight five hidden accessibility barriers that businesses and services can often overlook, and explain how they show up in real life. At Disability Positive, we are a Disabled People’s Organisation (DPO) based in Cheshire, and 75% of our staff, volunteers and trustees have lived experience of disability. That lived experience shapes our work every day, including the policy, research and training we deliver to help organisations become more inclusive.
Barrier 1: Digital Accessibility Barriers
In day-to-day life, almost every business or service now has a website, app or online booking system. This means digital accessibility is more essential than ever. When a website is inaccessible, it can stop disabled people from getting information, booking appointments, applying for support or using a service independently.
Here are a few examples of poor accessibility on a website:
Poor colour contrast and small text:
If text is small or contrast is poor, people with visual impairments, dyslexia, or anyone using a mobile device will find it difficult to navigate your page. Clear contrast and readable text sizes help make content accessible for everyone.
Websites not compatible with screen readers:
Screen readers help blind or visually impaired people access online content. If a website is not designed properly, important information may not be read out or may be confusing to navigate.
Forms and apps that are difficult to navigate:
Complicated layouts or unclear instructions can make online forms frustrating. This can stop people from booking services, applying for support, or getting information.
Inaccessible websites can make education, employment, healthcare and other essential services harder to reach. From my perspective, this is not just a technical issue. It is an inclusion issue, because every inaccessible digital service creates another barrier disabled people have to work around.
Barrier 2: Accessible Transport Barriers
As a wheelchair user, I know how much planning can go into journeys that other people may not have to think twice about. For anyone working in transport, accessibility is not optional. When getting from A to B is harder than it should be, it affects people’s independence, confidence and ability to get on with their lives.
A few of the most common transport issues include:
Inconsistent step-free access:
If step-free access is not available at every stop or station, journeys become unpredictable and stressful. For wheelchair users, people with mobility aids, or anyone with a pushchair, that uncertainty can make a journey feel impossible before it has even started.
No audio or visual announcements:
When updates are only given one way, some passengers will always miss them. Having both audio and visual announcements ensures everyone stays informed throughout their journey.
Unreliable assistance:
If support isn’t available when needed, travelling can feel risky rather than reassuring. Assistance must be easy to arrange and actually be available when people show up.
When
, the knock-on effects are huge. People miss work, appointments, education, family events and social plans, not because they cannot manage, but because the system has not been designed with them in mind.Barrier 3: Communication Barriers
The way information is communicated matters more than people might think. As someone who works in policy, research and training, I see how often communication is treated as an afterthought. But when information is unclear, inaccessible or only available in one format, it can quietly push people out of services they have every right to access.
Some of the barriers that we uncover a lot include:
Complex language and jargon in public services:
Most of us have come across a letter or form that felt like it was written in another language. Plain, simple language isn’t dumbing things down; it’s just good communication.
No captions, transcripts, or BSL support:
If content exists only in one format, many people are immediately left out. Offering a few different formats goes a long way.
Neurodiverse and deaf/hard-of-hearing users not being considered:
People process and receive information in different ways, but a lot of services just don’t account for that. When different needs aren’t considered from the start, people may feel they have to work twice as hard just to keep up.
Communication barriers can make it harder for disabled people to express their needs, access support, make choices and take part in everyday activities. Good communication should never depend on people having to fight for information in a format that works for them.
Barrier 4: Built Environment Accessibility Barriers
The physical environment plays a big role in how accessible a space is. As a wheelchair user, I notice very quickly when a space has not been designed with disabled people in mind. Heavy doors, narrow corridors, poor layouts or inaccessible facilities can turn everyday places into places that are difficult, stressful or impossible to use independently.
Heavy doors, narrow corridors, and poor lighting:
These can make spaces difficult to navigate safely and independently. Good design should support easy and comfortable movement for everyone.
Lack of tactile signage or clear navigation:
Without clear signage or tactile guidance, it can be hard for people to find their way. This is especially important for blind or visually impaired people.
Inaccessible public toilets or facilities:
If facilities are not designed accessibly, people may not be able to use them at all. Accessible toilets and spaces are essential for dignity and independence.
When accessibility standards are not met, disabled people may be discouraged from visiting or using a service because they know it may be difficult or impossible to access. For businesses, this can mean fewer visitors, reduced customer satisfaction and a negative reputation. More importantly, it sends a message about who has been considered and who has been left out.
Barrier 5: Attitudinal Barriers for Disabled People
Attitudinal barriers are often the most hidden, but they can have one of the biggest impacts on inclusion. They are about how people think and behave towards disability. I know that assumptions, low expectations or awkward interactions can sometimes be just as limiting as a physical barrier.
Misconceptions about disability:
Assuming all conditions or impairments are visible or the same can lead to misunderstandings. Better awareness helps challenge these assumptions.
Assumptions about capability or independence:
People may wrongly assume what someone can or cannot do. Everyone’s abilities are different, and support should be based on individual needs.
Lack of awareness or empathy in everyday interactions:
Small everyday attitudes can make a big difference to inclusion. Being patient, respectful, and understanding helps create more welcoming environments.
If these attitudes are not addressed, disabled people may feel unwelcome, unsupported or underestimated. That affects trust and confidence in a service or organisation. Challenging attitudinal barriers is not just about being polite; it is about respecting disabled people’s rights, choices and expertise in their own lives.
How We Can Help You To Improve Accessibility
If you are wondering whether your organisation is doing enough, that is actually a good sign. It means accessibility and inclusion matter to you. The good news is that it is never too late to make improvements, and you do not have to work out what to change on your own.
Our Customer Experience Audits help businesses across a wide range of sectors identify barriers and opportunities for improvement. We help organisations see their services through disabled customers’ eyes, looking at how accessible and inclusive they really are in practice. Through a thorough and honest review, we can identify barriers that may be affecting disabled people and suggest practical strategies to improve. Often, small changes can make a huge difference.
Alongside our audits, we offer a range of services to help businesses become more accessible, inclusive, and welcoming to everyone. This includes Disability Equality Training, support with becoming a Disability Confident Employer and guidance around the new upcoming Disability Pay Gap Reports. We also can organise keynote speakers with lived experience of disability who can help educate and inspire your team during internal events. Whether you’re looking to improve accessibility, strengthen inclusion, or demonstrate your commitment to social responsibility, we’re here to help you create positive and lasting change.
If you would like to find out more, get in touch by email to businessdisabilitypositive.org, and we will take it from there.
