Dudley Council has signed up to Guide Dogs’ new national pilot scheme to tackle the refusal of entry to businesses for people with assistance dogs.
The pilot focuses specifically on incidents in licensed premises and services, including pubs and restaurants, shops and hotels where disabled people are unlawfully denied access because of their assistance dog.
Under the Equality Act 2010, businesses and service providers must not discriminate against disabled people. This includes a legal duty to allow access to assistance dogs and not treat their owners less favourably than other customers.
Refusing entry, providing a lower standard of service, or charging extra because of an assistance dog is against the law and could result in enforcement action.
Despite this, access refusals remain a widespread issue: according to research conducted by Guide Dogs in 2024, almost 90% of assistance dog owners surveyed said they have experienced an access refusal.
By taking part in the pilot, Dudley Council is helping to better understand where and why these refusals happen, and to take action to ensure local services are accessible to everyone.
Jessica Luke, Regional Policy and Campaigns Manager at Guide Dogs said: “access refusals are debilitating and humiliating – they prevent assistance dog owners from doing things that others take for granted, like going for a meal or getting to work on time.
"We’re pleased to collaborate with Dudley Council to ensure that assistance dog owners are welcomed by local businesses.”
At the heart of the pilot is a simple reporting system hosted by Guide Dogs that allows participating Assistance Dogs UK member organisations can report when an assistance dog owner is refused access to a business or service.
The Council will receive information such as the type of business, location, and what happened. The reports will help Dudley Council to build a clearer picture of where issues are occurring and work directly with businesses and license holders to improve understanding of the law, use licensing and enforcement powers where appropriate, and support training and awareness to prevent further incidents.
Councillor Daniel Bevan, cabinet member for development and regulation said: “For people with sight loss, a guide dog is more than a pet. They give back independence and confidence, helping people to navigate the world safely.
"Being refused entry to a shop or other venue can have a significant impact on a person, not only preventing access to essential services, but also affecting confidence and wellbeing.
“By signing up to this pilot we can help educate, and where necessary, prosecute businesses who breach the Equality Act where we have sufficient evidence to do so.
"Nobody should be refused access to a premises or service due to a disability, and we’re proud to be working with Guide Dogs to tackle any such issue locally.”
The pilot forms part of Dudley Council’s wider commitment to creating inclusive, accessible communities where all residents can live independently and with dignity.
By working with Guide Dogs and encouraging reporting, the council aims to drive real improvements in awareness, compliance and access — ensuring that assistance dog owners are welcomed, not turned away.
Residents who have experienced an access refusal with their assistance dog are encouraged to report it to their ADUK member organization.
Vicky Worthington, Executive Director at Assistance Dogs UK said: “We welcome Dudley Council’s involvement in this important pilot scheme.
"Access refusals remain a significant issue for many assistance dog partnerships, and this scheme is a positive step towards improving awareness, promoting compliance with the Equality Act, and ensuring disabled people with assistance dogs can access services with confidence.”
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