Councillor Fights Guide Dog Access Refusals

A north London councillor has described a “stark reminder” of everyday barriers faced by disabled people after repeatedly being refused entry to businesses with her guide dog.

She told the Local Democracy Reporting Service these refusals remain an “indignity” despite the Equality Act 2010.

Hanna Matin, a Liberal Democrat councillor for Alperton, qualified for her guide dog Wendy in 2021 after living with retinoblastoma, and since her 2022 election she has prioritised raising awareness among local businesses.

Her work, supported by Guide Dogs UK, has led Brent Council to target firms that deny access to assistance dogs.

‘I will make a difference’

Any refusal reported to Guide Dogs or another Assistance Dogs UK member can be flagged to Brent Council’s licensing team.

The council will then remind the business of its legal duties and responsibilities.

Matin’s campaign was motivated by being turned away soon after receiving Wendy, an experience she says no one should face.

“In the summer of 2021, I was denied access to sit inside the Costa Coffee on Wembley High Road. I was quite shocked as Costa is such a well established chain across the country. That was the moment I told myself, ‘I will one day do something to make a difference’.”

Matin said the refusal to allow Wendy in had happened at various premises, which she put down to a lack of awareness of either what an access dog is – or the laws businesses must follow.

Costa Coffee’s official policy is that “assistance dogs remain welcome in all branches” and that it continues to train staff to ensure customers “feel included”.

The company added: “While this specific incident dates back several years, we continue to provide clear guidance and training to our teams to ensure all customers can access and feel included in our stores, where we aim to create a warm and welcoming environment.”