"Be creative, and analyse how you can make the environment useable by as many different people as possible". Access consultant Neil Tarrell - a wheelchair user himself - reminds us that only 5% of those with physical or mental disabilities are in wheelchairs. He suggests that FMs use DDA legislation as an opportunity to get things right, and develop solutions which are not just about accessibility, but about the everyday enjoyment of places by all users.

At a recent seminar organised by Workplacelaw, another wheelchair user, Bert Massie - Chairman of the Disability Rights Commission - advised: "Do things now, before contractors get run off their feet, and it all costs twice as much!" With DDA coming into force in less than a year, measures require to be put in place fast, but how best to go about it? How can FMs do the right thing without breaking the bank? The word 'reasonable' appears throughout the documentation, but what this means in reality has yet to be clearly defined. However, from an FM viewpoint, implementing reasonable measures would seem to be a sensible place to start.

It is 'reasonable' to make your property not just useable by those in wheelchairs, but comfortable for all those with other less visible disabilities. "Management is 85% of what needs to be done", Professor Keith Bright of the Department of Inclusive Environments as the University of Reading reminded us. "Facilities are useless if people don't know they exist or they are not properly maintained". Intelligent management before, during and after, can make an apparently impossible situation function 'reasonably'.

A good example of this is a Canadian firm that employed an IT specialist with back problems. He could get to work all right, but he was unable to sit in front of a screen. The facilities people arranged for the computer screen to be set in his workstation facing down. Lying on a special trolley underneath, looking up at the screen, and rolling the mouse on his chest, he was able to function perfectly adequately.

Compliance is not just about being sued or fined, but as much about caring for staff. With the attraction and retention of talented people being critical to business success, accommodating those who do not quite fit the mould of being 'normal' becomes not just illegal, but unwise in business terms, and unkind in human ones. Major physical elements concerning ramps, lifts, toilets and doorways are only part of the picture. Catering for those with sight or hearing impairment, and those with even less obvious difficulties, demands a truly holistic approach to problem solving.

Leaving legislation aside, it's all about serving customers, and with its focus on customer service, retail has much to teach other sectors. McDonalds is cited as the most accessible chain in the world, and supermarkets generally are leading the way. Sainsburys, where a board director is part of the DDA team, has clear signage and lighting in its stores, with different sorts of special trolleys, motorised wheelchairs, induction loops, a website with home deliveries, and staff training which includes providing a personal shopper if required.

Which goes back to management. The law upholds the right of disabled people to be independent. Getting help with the shopping doesn't give quite that, but it may be the best solution available in that situation. This pragmatic approach would seem the most practical for FMs to take, whenever possible. It's not just a question of what can we do to comply, but what makes sense in practical, human and resource terms.

Not having the money to implement measures is no excuse for not doing them, but according to solicitor Clive Read talking at the conference, the act is not designed to put people out of business. He told of a student in a wheelchair who was not offered a place at a college because the classroom was on an upper floor without a lift. The college was fined and required to accommodation the student. However, a small local shop with several steps was another example. Here, a ramp was simply not possible, so the solution was a bell outside - at a suitable level - plus a canopy to keep off the rain.

Clive Read recomends a rigorous 'paper trail' so that processes, and measures that have been taken, are clearly provable. FMs must arrange access audits without delay, and these should cover general usability as well access. Concurrently, questionnaires should be circulated throughout the organisation asking staff to list special requirements. With 'disability' under the act including those with many different conditions, such requirements as a rest room for staff recovering from cancer treatment could well become mandatory. Confidentiality may be an issue, so a new relationship with HR will be required.

Training is another essential element of customer service in this context. A DDA manager would be responsible for the implications of the legislation, with specialised training covering aspects from reception through to helping disabled people express their needs. Egress in case of fire will take on an even higher profile, with a PEES (personal emergency egress plan) being required for each individual. With one in seven people having hearing problems, egress in case of fire for them needs special consideration. What happens to the deaf person who is in the toilet when the alarm goes off, and their personal 'friend' thinks they have already left the building?

With leased property, the responsibility to comply will depend on the lease. If the landlord carries out the works, the cost of these may well be added to the charges. If the tenant carries out the works, the situation on reinstatement at the end of the lease requires careful negotiation. In either case, the quicker the situation is resolved, the better for all parties.

An intelligent approach is not just about complying with legislation, but also about improving the environment for everyone. Places designed to provide messages to all the senses, enable those with a loss in one area, to use the other senses to compensate. Thus, textured flooring, handrails with special profiles, colour and lighting can all help greatly. Tonal contrast is central to this, especially related to junction between different plains. ICI have brought out a useful tool to enable providers ascertain the level of contrast between different paint colours in its Dulux range. Signage has always been critical for way-finding, but it is worth noting that using lower as well as upper case lettering improves legibilty for those with learning difficulties or for whom English is a second language, as well as those with reduced sight.

In reply to the question; "Which building is most accessible?" generally the answer was: "Good is parts". The ramp was fine for wheelchair users, but the steps were too shallow for older people with perambulatory problems. Likewise, at the George V Hotel in Paris there is an excellent lift, but so hidden away that the concierge had forgotten about it, and though there are good bedrooms and bathrooms, there are not enough of them. One of the few buildings cited as deserving star rating, was the Guggenheim Museum in Bilboa. It has all the usual facilities, but also such things as exhibits that are angled toward those with a lower height eye-level, and staff available to describe painting to blind visitors.

Like Ghery, other discerning designers are using the Disability Discrimination Act to power caring design. These requirements are taken into the bloodstream, so that they become just other criteria to generate solutions. Designing proper access and manoeuvrability is no different to providing decent air and light. For FMs, this is the perfect opportunity to take on a strong strategic role. The Board will be concerned not only for legal and financial reasons, but also for public relations ones. Bright talent wants a caring company, customers want a firm that delivers, and the Board wants a squeaky clean image. Facilities Managers can ensure that the right thing is done in the right way at the right time, so that the culture and brand of the organisation are reflected in the spare excellence of its facilities. You can use the demands of DDA to move into a position within your company where you can really make a difference.

Proportion of those with different permanent disabilities in the UK 2003 Wheelchair users 600,000 Reading difficulties 2.5 - 6 million Visually impaired 2.5 - 3 million Deaf or hard of hearing 8.5 million Mental illness 15 + million Arthritis - those over 55 1 in 3 Learning disability 1.5 million Department for Inclusive Environments, University of Reading

Santa Raymond RIBA.
An architect and interior designer, Santa now advises clients at the inception
stage of projects, and trains members of the building design team in communication.
www.santaraymond.com