A major UK building society has warned that high streets won’t survive unless they “support the people who use and depend on them the most”. Nationwide has called on businesses across the country to rethink their “exclusion” of disabled customers in response to a drop in footfall in brick-and-mortar stores. Stephen Noakes, director of retail at Nationwide, said new research from disabled access charity Euan’s Guide showed the “opportunity” to adapt the brand’s presence to cater to those with accessibility needs.
“Only 9% of disabled people find it easy to look up accessibility information before visiting a new place,” he told the Express. “When that information is missing, 42% choose not to visit at all. It speaks volumes.” Mr Noakes added that the collective spending power of disabled people and their households, coined the ‘Purple Pound’, stands at a staggering £446 billion a year.
“Any business failing to serve disabled customers is not simply neglecting its responsibilities to individuals, but missing an opportunity to support Britain’s economy – something that would be mutually beneficial to all,” he said.
It comes as cross-sector businesses struggle to adapt to the changing retail climate, with the equivalent of 37 shops shutting each day in 2024, and even more thought to have closed last year.
“The Purple Pound stands as one of the country’s largest retail opportunities,” Mr Noakes said. “Yet almost no one is addressing it. As businesses and as a society, we frequently ask how to save the high street.
“While there is no single solution, ensuring people can easily find out whether they can enter your premises is about as straightforward as it gets,” he added. “Start with sharing the facts.”
In the spirit of practicing what he preaches, Mr Noakes said Nationwide would launch disabled access guides in partnership with AccessAble for all 605 of its UK branches.
“Euan’s Guide research shows that when venues get accessibility right, around 70% of disabled visitors return and virtually two-thirds recommend them to others,” he continued.
“The best thing is – disabled access guides are available to all businesses regardless of size or budget. Every business on the high street is sitting on the same opportunity – £446 billion of spending power by disabled households. Inclusion begins at the physical or digital front door, with a simple, practical commitment to welcome everyone in, and making that welcome as easy and as accessible as possible.”
