'Dogs on Duty'

‘Dogs on Duty’ is an awareness and advocacy campaign that shines a light on the discrimination faced by individuals who own assistance dogs, such as guide dogs, autism support, emotional support and therapy dogs.

Sparked by a local incident in Leighton Buzzard where a man with sight loss was removed from a Wetherspoons pub for being accompanied by his registered guide dog, this campaign aims to challenge stigma, educate the public, and promote inclusion across Central Bedfordshire and beyond.

To achieve these aims, a series of activities were delivered. Central to the campaign was the ‘Walk Alongside Day’, during which Healthwatch Central Bedfordshire staff and colleagues accompanied assistance dog users as they visited a range of public venues in Leighton Buzzard town centre, including cafés, shops, parks and public transport. This provided first-hand insights into the barriers faced by assistance dog users, allowed volunteers to reflect on these experiences, and generated content to support the campaign. 

The campaign was also supported by a local awareness initiative which included the design and distribution of posters and window stickers for businesses. These carried messages such as ‘Assistance Dogs Welcome Here’ alongside key facts about access rights. Venues that demonstrated good practice were highlighted as champions of inclusion and encouraged to act as role models for others. Businesses were further supported with downloadable badges and certificates to display their commitment. 

Another important strand of the campaign involved the collection of personal stories from assistance dog users. These were captured in a variety of formats including audio, video, and short written quotes, and were shared through social media channels using the hashtag #DogsOnDuty. Stories showcased both positive and negative experiences in public spaces and helped to challenge common myths, such as the misconception that emotional support dogs are ‘pets.’ 

The campaign was delivered collaboratively. Healthwatch staff, Directors and volunteers led the project, developed materials and coordinated activities, while assistance dog users shared their experiences and helped shape campaign priorities. Local businesses engaged by displaying posters and stickers, and the wider public were encouraged to interact with the campaign online and in person.

The campaign achieved several positive outcomes. Local businesses reported greater awareness of their legal responsibilities and of practical steps they could take to make their venues more welcoming. Members of the public were empowered to support disability inclusion, and assistance dog users reported feeling more visible and supported within their communities. The campaign also encouraged conversations around empathy and understanding, shifting attitudes at a community level.

Evaluation of the project was conducted through feedback from assistance dog users, monitoring of social media engagement, and records of the number of businesses displaying materials or pledging their support. A final campaign roundup was also shared with stakeholders and community partners.

The impacts of the campaign have been wide-ranging. Public awareness of the Equality Act 2010 and the rights of assistance dog users has increased, while myths and misconceptions have been actively challenged. 

Businesses and public venues have taken steps to improve accessibility, leading to fewer incidents of discrimination and greater confidence for assistance dog users in their daily lives.

 Healthwatch volunteers have developed valuable skills in advocacy, campaigning, and inclusive communication, positioning the organisation as a strong ally in promoting disability rights. Importantly, assistance dog users, including those with invisible disabilities, have felt more supported, valued, and visible in their communities. 

The campaign has also fostered stronger partnerships between Healthwatch, assistance dog organisations, and local businesses, creating a foundation for ongoing collaboration on accessibility and inclusion. In summary, the campaign has successfully delivered a multi-channel awareness initiative that combined posters, stickers, social media content, and personal stories. It has resulted in increased engagement with local disability rights organisations, strengthened community partnerships, and a positive shift in local attitudes towards accessibility and inclusion.