Serve every resident. Remove every barrier.
Councils have a duty to serve all residents—but barriers in libraries, leisure centres, and council buildings exclude 22% of the population. WelcoMe helps you identify and remove them, venue by venue.
One framework, all your venues
WelcoMe covers the full range of council services under a single agreement.
Libraries
Public and community libraries
Leisure Centres
Pools, gyms, sports halls
Council Buildings
Offices, registrars, customer services
Community Centres
Halls, meeting spaces, events
Of UK population have a disability
Annual spending at council leisure facilities by disabled people
Have experienced barriers accessing council services
What are councils' legal obligations for accessibility?
Local authorities have among the strongest legal obligations of any sector when it comes to accessibility. Beyond the Equality Act 2010's reasonable adjustment duty, councils are subject to the Public Sector Equality Duty (PSED), which requires them to proactively advance equality of opportunity, eliminate discrimination, and foster good relations between disabled and non-disabled people.
This goes further than the private sector obligation. The PSED isn't just about removing barriers when they're identified; it's about actively seeking out and eliminating barriers across all council services. From libraries to leisure centres to registration offices, every public-facing council service must demonstrate it has considered and addressed accessibility.
The Local Government Association's guidance on disability equality emphasises that councils should be leaders, not followers, in accessible service design. Disabled residents are also voters and council tax payers with a direct democratic relationship with their local authority.
Common barriers in council services
These barriers prevent residents from accessing the services they're entitled to.
Physical barriers
Older buildings with steps, narrow corridors, inaccessible toilets
Audit maps barriers building by building. Prioritised improvement plans.
Communication barriers
No hearing loops, counter glass impedes lipreading, complex forms
Staff trained in communication access. Assistive tech status tracked.
Service barriers
Fixed appointment slots, no flexibility, long waits without seating
Visit preparation enables adjustments. Requirements known in advance.
Information barriers
Complex websites, inaccessible documents, jargon-heavy forms
Training embeds accessible communication. Staff know how to provide alternatives.
Council Framework Agreement
We've designed pricing specifically for local authorities. One agreement, one procurement process, coverage across all your venues.
Complete training included. Pooled training seats across all venues.
Single procurement
One framework agreement covers all venues—libraries, leisure, offices.
Pooled training seats
Training seats shared across all venues. No per-venue licensing complexity.
Central dashboard
Authority-wide view of accessibility status across all venues.
Consistent standards
Same training, same approach, same experience for residents—wherever they go.
Complete training suite included. Unlimited training seats pooled across authority.
Real scenarios, real impact
See how preparation transforms the resident experience.
Library visit
Wheelchair user wanting to use library computers. First time at this branch.
Arrives to find computer area inaccessible. Staff unsure of alternatives. Leaves without using service.
WelcoMe Key shared in advance. Accessible workstation confirmed. Staff briefed on location and assistance.
Bottom line: Resident accesses the service they need. Council delivers on its duty to serve all residents.
Swimming session
Autistic adult wants to try swimming but anxious about changing rooms and noise.
Arrives during busy family session. Overwhelmed by noise and chaos. Never returns.
Requirements shared in advance. Quiet session recommended. Poolside staff briefed on sensory needs.
Bottom line: Successful first swim. Resident becomes regular user. Health outcomes improve.
Registrar appointment
Deaf couple registering their marriage. Both lipread.
Registrar speaks while looking at paperwork. Couple misses key moments of their own ceremony.
Requirements captured at booking. Registrar briefed to maintain eye contact. BSL interpreter offered.
Bottom line: Couple fully participates in their ceremony. Positive experience with council service.
Why do councils need a different approach to accessibility?
Councils are fundamentally different from commercial organisations when it comes to accessibility. A retailer can accept losing some customers to accessibility barriers (even though they shouldn't). A council cannot. Public services must be accessible to all residents because there is no competitor. If a wheelchair user can't access their local library, they can't go to a different council's library instead.
This makes the anticipatory duty even more important for councils. The duty to make reasonable adjustments applies regardless of whether a disabled person has previously tried to access the service. And because councils serve entire populations, the range of barriers they need to anticipate is wider than any single commercial venue.
Framework agreements allow councils to deploy WelcoMe across multiple venues (libraries, leisure centres, community centres, council offices) under a single agreement, providing consistency of approach and economies of scale.
Three pillars for councils
Audit all venues
Map barriers across your estate. Libraries, leisure centres, offices—comprehensive coverage.
Learn about audits →Prepare for every visit
Resident requirements captured in advance. Staff briefed. Services adapted.
Learn about visits →Train all staff
Consistent training across the authority. Pool training seats. Track retention.
Learn about training →Ready to serve every resident?
See how WelcoMe helps local authorities deliver inclusive services at scale.