Facts and statements on inclusion

Subtitles

9/10 of respondents to our Subtitle It Survey (May 2023) with hearing loss and who were deaf usually or always use subtitles when watching TV [1].
97% of respondents told us they tried to watch a programme and found there were no subtitles [1].

Access to services

People who are deaf, have hearing loss or tinnitus experience issues accessing or communicating with essential everyday services, in particular utilities companies, supermarkets, and essential retail [2].

Interpreter provision

In the UK there are currently around 1500 registered sign language interpreters. With up to 87,000 deaf BSL users in the UK, that’s roughly only 1 interpreter for every 60 deaf BSL users [3].

Public attitudes

Over two thirds (67%) of deaf people and people with hearing loss have experienced negative attitudes or behaviours in the last year [2].

A third (33%) of people with hearing loss, and just under two thirds of deaf people (61%) and British Sign Language (BSL) users (63%) have experienced people talking to someone who is with them, rather than directly to them in the last year [2].

The impact on people who are deaf or have hearing loss cannot be underestimated. Our research shows that over a third (39%) felt this impacted their confidence, nearly half (47%) felt excluded and a third (33%) felt lonely [2].

Over half (54%) of people who are deaf or have hearing loss report that people tell them ‘It doesn’t matter’ and change the topic when they are struggling to understand what is being said [2].

Public transport [4]

77% of people experience barriers on public transport. For BSL users this figure is 94%.
Only 1% of BSL users have never experienced accessibility barriers on public transport .
72% of people say the way travel information is provided creates barriers for them.
81% say public transport relies too much on audio announcements.
50% of BSL users have bought the wrong ticket because information was not available in BSL.
79% of people say they feel the need to constantly stay “on alert” during journeys.
41% feel that accessibility barriers limit their independence.

Customer services

Customer services: 27% of people with hearing loss, 39% of deaf people and 60% of BSL users have experienced negative attitudes and behaviours from in-person customer service staff in the last 12 months [2].

Call centre staff: 45% of people with hearing loss, 54% of deaf people and 64% of BSL users have experienced negative attitudes and behaviours from call centre staff in the last 12 months [2].

Shopping

While shopping, 51% of people with hearing loss, 69% of deaf people and 81% of BSL users have experienced negative attitudes and behaviours from retail staff in the last 12 months [2].

Hospitality

In hospitality, 44% of people with hearing loss, 57% of deaf people and 77% of BSL users have experienced negative attitudes and behaviours from staff in the last 12 months [2].

Healthcare

Admin health staff: 36% of people with hearing loss, 57% of deaf people and 78% of BSL users have experienced negative attitudes and behaviours from admin health staff (such as receptionists) in the last 12 months [2].

Medical health staff: 24% of people with hearing loss, 43% of deaf people and 72% of BSL users have experienced negative attitudes and behaviours from medical health staff (such as GPs or audiologists) in the last 12 months [2].

Friends and family

Family members: Nearly half (48%) of deaf people and people with hearing loss report they have experienced negative attitudes and behaviours from their own family members in the last 12 months [2].

Friends: 39% of people with hearing loss, 46% of deaf people and 42% of BSL users have experienced negative attitudes and behaviours from friends in the last 12 months [2].

At work

Work colleagues: In the workplace, a quarter (25%) of people who are deaf say they have experienced negative attitudes from work colleagues, as have nearly half (49%) of BSL users [2].

Managers: 11% of people with hearing loss, 18% of deaf people and 32% of BSL users have experienced negative attitudes and behaviours from managers at work in the last 12 months [2].