accessibility-request-handling

---
name: accessibility-request-handling
description: Works out which accessibility request a venue must act on under the Equality Act 2010's duty to make reasonable adjustments, and which refusal would itself be unlawful service discrimination, using the Act's own three-part duty and its own discrimination test rather than treating every access request as a discretionary favour. Use the moment a guest asks for an adjustment, is refused one, or raises an access problem after a visit.
---

# The adjustment you must make, told apart from the one you get to judge

A disabled guest asking for step-free seating, extra time, or a table near the door is not asking for a favour. This applies the Equality Act's three-part duty, and flags where a flat refusal would itself be the unlawful act.

## What it does

1. **Confirms the duty applies.** Section 29(1) of the Equality Act 2010: a service provider "must not discriminate against a person requiring the service by not providing the person with the service." Section 29(7) applies the reasonable adjustments duty to every service provider, with no size exemption.
2. **Identifies which of three statutory requirements applies.** Section 20(3), first: where "a provision, criterion or practice" disadvantages a disabled person, "take such steps as it is reasonable to have to take to avoid the disadvantage" (a "no dogs" policy blocking a guide dog). Section 20(4), second: a physical feature (a step at the entrance). Section 20(5), third: an auxiliary aid, such as a large-print menu or hearing loop.
3. **Treats the duty as anticipatory.** Section 20(6) extends it to ensuring information "is provided in an accessible format," a standing obligation, not only a reaction once someone has been turned away.
4. **Tests a refusal directly.** The standard is "such steps as it is reasonable to have to take," real but not unlimited. Section 21(2): "A discriminates against a disabled person if A fails to comply with that duty," so failing to even consider the adjustment is itself the unlawful act.
5. **Keeps cost off the guest.** Section 20(7): a venue is "not... entitled to require a disabled person... to pay... A's costs of complying with the duty."

## Then it checks

1. Every request is matched to one of the three requirements, not left general.
2. Every refusal has a recorded reason showing it was actually considered.
3. No adjustment carries a cost passed to the guest.
4. A reasonably met-with-notice request has a standing plan recorded for next time.
5. No accessibility complaint has been closed with goodwill instead of genuine consideration.

Any check fails: name it, redo that step once. Failed twice: say what is wrong and stop.

## Rules
- Public information only. Never invent a fact, a number or a quote. Anything sent in someone's name says whose name it is.
- Never record a refusal as reasonable with no stated reason; "we don't do that" is not a reason.
- Never charge a disabled guest for the cost of an adjustment.
- A working assessment for the owner to apply, and for a solicitor to check in any disputed refusal; not legal advice.

## Built from
- Equality Act 2010, s.29, https://www.legislation.gov.uk/ukpga/2010/15/section/29, read 4 Nov 2026: step 1.
- Equality Act 2010, s.20, https://www.legislation.gov.uk/ukpga/2010/15/section/20, read 4 Nov 2026: steps 2, 3, 5.
- Equality Act 2010, s.21, https://www.legislation.gov.uk/ukpga/2010/15/section/21, read 4 Nov 2026: step 4.

# accessibility-request-handling

## You are given
A described accessibility request: what was asked for, what happened, whether met, refused, or partly met, and any reason given. Claude's classification: which statutory requirement (`provision_criterion_practice`, `physical_feature`, `auxiliary_aid`) it falls under, and whether a refusal's reason shows genuine consideration. Any previous log.

## Produce
Write into a `./accessibility-request-output/` folder:

1. `requests.csv` with columns: `request_id`, `date`, `request_description`, `requirement_type`, `outcome`, `refusal_reason_given`, `reason_shows_consideration`, `cost_charged_to_guest`, `standing_change_recorded`. `requirement_type` is exactly one of `provision_criterion_practice`, `physical_feature`, `auxiliary_aid`. `outcome` is exactly one of `met`, `refused`, `partly_met`. `reason_shows_consideration` and `cost_charged_to_guest` and `standing_change_recorded` are each `yes` or `no`.
2. `refusal-review.csv` with columns: `request_id`, `refusal_reason_given`, `reason_shows_consideration`, `verdict`. `verdict` is `pass` or `fail: no consideration recorded`. Every row with `outcome` as `refused` or `partly_met` in `requests.csv` appears here.
3. `standing-changes.md` - for every request where a repeatable fix is possible (a specific table kept available, a large-print menu now printed in advance, a hearing loop installed), one line recording what changed and the date, so the next guest with the same need does not have to ask again.
4. `gaps.md` - a numbered list of: any request with no `requirement_type` recorded; any `refusal-review.csv` row with a `fail` verdict; any request with `cost_charged_to_guest` as `yes`; any met or partly-met request with no corresponding `standing-changes.md` entry where a repeatable fix was clearly possible; and any request log entry altered rather than added as a new line.

## Rules
- Codex classifies against supplied requirement types, cross-checks refusal reasoning, and records standing changes. It never decides whether an adjustment was reasonable in law, and never drafts a reply.
- A refusal with no stated reason, or one only restating a blanket policy, always fails `refusal-review.csv`.
- Never record a cost to the guest as acceptable; any instance found is flagged in `gaps.md`, never excused.
- Entries in `requests.csv` are appended, never edited; a correction is a new line referencing the original `request_id`.
- British English, GBP, DD Month YYYY dates. No em dashes.
- Every file ends: this is a working assessment for the owner to apply, and for a solicitor to check in any disputed refusal; not legal advice.

## Return
The absolute path and row count of each file. Requests by `requirement_type` and `outcome`. Refusals passing versus failing `refusal-review.csv`. Instances where a cost was charged. Standing changes recorded against requests where one was possible. The `gaps.md` item count.