Destination Access Audit of the Royal Borough of Windsor and

Destination Access Audit of the

Royal Borough of

Windsor and Maidenhead

Report prepared by

Parker Knight Associates Ltd

19 March 2008

Contents

Executive Summary

Contributors

Acknowledgements

Summary Key points

1.0 Introduction

1.1 Background

1.3 Project Aims and Objectives

1.5 National Accessible Scheme for Guest Accommodation

2.0 Information regarding the project area

2.1 Transport – Trains

2.2 Transport – Parking

2.3 Transport – Buses

2.4 Transport – Taxis

2.5 Transport – River

2.6 Transport – Park and Ride

2.7 Shopmobility

2.8 People to Places

2.9 RBWM Advantage card

2.11 Accommodation

2.12 Access Advisory Forum

3.0 Overview of Methodology

3.2 Methodology

Parker Knight Associates Ltd


4.3 Sector Audit Results

4.3.1 Transport

4.3.2 Accommodation

4.3.3 Visitor Attractions and leisure

4.3.4 Retail and Eating Out

4.4 Questionnaire

4.4.1 Introduction


5.2 Maidenhead

5.2.2 Trains

5.2.4 Bicycles

5.2.5 Bus

5.2.6 Taxis

5.2.7 Park and Ride

5.2.8 Shopmobility

5.2.9 General Circulation and Wayfinding


5.2.11 Public Conveniences

5.3 Windsor and Eton

5.3.1 Pre-visit Information

5.3.2 Trains – Central station

5.3.3 Trains – Riverside Station

5.3.4 Parking


5.3.5 Taxis

5.3.6 Bus






5.4.2 Transport

5.4.4 Points to consider for event facilities at Dorney lake

5.6 Slough

5.6.2 Trains

5.6.4 Bicycles

5.6.5 Bus

5.6.6 Taxi






5.7 Site visit sample

5.7.2 Thames Path – Windsor

5.7.3 Tourist Information centre – Windsor

5.7.4 Cliveden

5.7.5 Savill Gardens Visitor centre

5.7.6 Theatre Royal Windsor

5.7.7 Windsor Farm Shop


5.7.8 Windsor Arts Centre

5.7.9 Windsor Race Course

5.7.10 Guest Accommodation

5.7.11 Experiential journeys to Windsor and Maidenhead

6.0 Plan appraisal of proposed development of Maidenhead

Station

7.0 Prioritised list of recommendations

Appendix

Copy of questionnaire

References

This material can be provided in an alternative format such as large print, tape, or disk upon request to Parker Knight

Associates Ltd. Contact details: 01635 255225.


Executive Summary

A positive visitor experience, for all people is an essential component for an established tourist area to provide. With the forthcoming 2012 Olympics and

Paralympics to be staged in both London and at Dorney Lake there is a great opportunity for the Royal Borough of Windsor and Maidenhead to maximise the economic and social potential of this key asset by ensuring that both the facilities and surrounding environments are easy to use and accessible to all.

The commissioning of this destination audit is considered an essential decision-making tool in ensuring that a positive visitor experience can been achieved.

There have been significant advances in the last ten years in relation to levels of accessibility and facilities. However this study has shown that, although there have been improvements there are still a number of areas where changes need to be made to improve the experience. The changes identified do not always relate to the physical environment but often to how the service provision is managed and delivered. A better understanding of the needs of the disabled visitor is required as there still exists a perception of a disabled person, as a wheelchair user, although the range of impairments that need to be considered are far more extensive. Many of the recommendations made will benefit not only disabled people but also other visitors to the area.

Information provision is key in enabling people to make an informed choice when planning their journey or visit. From the experiential journeys made, all the links in the journey need to be accessible from the infrastructure to the service delivery in order to provide the visitor with a confident experience.

This study has highlighted that across all sectors but particularly guest accommodation there is a lack of information in relation to facilities available.

In addition, the information is not always available in an accessible format.

Comparison between the information analysis and sample sites has identified that facilities exist that would benefit the disabled visitor but were not included in any information provision.


Contributors

Human Engineering Ltd

Acknowledgements

Access Advisory Panel members (RBWM)

Chairperson Access Advisory Panel Jim Sloan

Vice Chair Access Advisory Panel Tim Clare

Access Officer (RBWM) Lynne Penn

Amateur Rowing Association

Berkshire County Blind Society

Bridge Cottage Guest House

Courtney Coaches

Cliveden

Disability and Sensory Partnership Board

Dorney Lake (Eton College Ivan Lord)

First Group

Holiday Inn Maidenhead

Oakley Court Hotel

People to Places

Royal Borough Windsor and Maidenhead Council staff

Residents of RBWM

Theatre Royal Windsor

The Castle Hotel Windsor

The Christopher High Street Eton

Travelodge Windsor Central

Visitor Manager (RBWM) Julia White

Visit Britain Kirstie Monk

Windsor & Maidenhead Users Networ

k (W&MU)

Windsor Town Centre Manager

Windsor Tourist Information Centre

Windsor Arts Centre


Summary

Key points

This study has highlighted a number of areas where improvements must be made to improve the Visitor experience in the RBWM. Organisations operating within the RBWM need to address the recommendations contained within this report to ensure it maximises the opportunities as an Olympic,

Paralympic and Visitor destination offering a positive experience for everyone.

Please see the schedule of recommendations for further detail.

To summarise the six key areas identified were:

1. Provision of Information

Information is extremely important in our everyday lives, it helps us make choices and live independently, however the provision of good accurate and timely information cannot be over emphasised particularly for the disabled traveller. Information comes in many forms, for example in leaflets or brochures, via the Internet or as signage. It is important that all providers of information ensure that good information is provided in both an accessible and consistent format across all sources. The Disability Discrimination Act

1995 (DDA) states that a disabled person should not be treated less favourably than other people when accessing a service. This duty extends to a website which falls within the definition of service provision. The provision of information in an alternative format is considered an auxiliary aid, which the service provider should provide and publicise.

The study highlighted that there is a significant lack of appropriate pre-visit information available across all sectors (transport provision, guest accommodation, visitor attractions, retail and eating out), which will enable people to plan their visit to the RBWM. Of all the information reviewed the visitor attraction and transport sector were assessed as generally providing the best level of information but within these sectors there was evidence of incorrect information and a need for improvements to be made. From the different sources reviewed, information via the telephone was considered the


highest rated with most calls considered helpful, however for some people accessing information via the telephone can present as a barrier.

When information was provided, the vast majority did not present it in an accessible format or there were inconsistencies between different sources.

From the questionnaire carried out seventy five percent of people used the

Internet to obtain information with over fifty per cent of people using two or more sources therefore highlighting the need for all sources to be accessible.

Of the information provided, when carrying out site visits to assess perceived against actual, there were examples where the information provided was incorrect. Other site visits identified disabled facilities, which were not included on pre-visit information.

The current access guide for the area was considered out of date and therefore there was very limited information regarding the facilities available within each town centre. For example, a number of restaurants contacted had no accessible toilet provision or toilets were located on the first floor accessed via steps. If the visitor has good up to date information it will enable them to make an informed choice as to where to stay, shop, visit or eat.

Within historic Windsor the landscape of the town produces a number of barriers that may affect people who find coping with steep gradients problematic. Whilst it would be virtually impossible to overcome these barriers, if people are provided with good information as to an alternative accessible route their experience can be improved.

Information available on arrival at the destination is just as important as previsit. Clearly, there is some wayfinding information available within the town centres but there is scope for significant improvements to be made in the provision of a good wayfinding strategy. Within the existing signage there is no tactile provision or use of pictograms. Give that a high number of people visiting the area will not use English as their first language the use of pictograms will also assist their wayfinding as well as help people with


sensory and cognitive impairments. Signage to key facilities for example toilet facilities and Information Centres need to be improved.

2. Awareness of the DDA Legislative framework

Although there have been significant improvements made in relation to levels of accessibility since the introduction of the DDA legislation, there are still a number of service providers within the town centre areas where people may face a physical barrier in trying to access a service. It is accepted that some of the areas visited within RBWM are within an historic environment and therefore the changing of a physical feature may not be possible. However, there were examples of where barriers had been overcome and improvements made. Service providers require greater awareness of the legislative framework in relation to their service delivery in particular the smaller independent provider to assist overcoming potential barriers.

There is a strong business case for organisations to improve access to services as it is estimated that disabled people have in excess of £50 billion spending potential per year within the UK (DRC 2005). This provides a significant business opportunity. Making access improvements to a business has the potential to not only increase the customer base but ultimately profits.

Adjustments made can benefit all customers providing an inclusive approach.

For example the provision of an automatic entrance door to a shop not only assists people using mobility aids but people with shopping bags or people pushing pushchairs. Every opportunity should be used to increase levels of accessibility; one way this could be achieved is through the planning framework.

Service providers need to be aware that creating acceptable access is a balance between the removal of physical obstacles and the way the service is managed. There were examples where accessible facilities had been provided but the way the service was managed created a barrier. For example, an accessible toilet within a restaurant, the transfer area to the side of the toilet pan was used to display a plant and store cleaning materials restricting the circulation space significantly. Another example was the


positioning of ‘A’ boards immediately outside the principal entrance of a shop, or the congestion of shopping aisles with sale goods etc.

3. General awareness of need

When considering a disabled persons needs, evidence from the study suggests that although progress has been made in relation to understanding needs there is still a perception that a disabled person is a wheelchair user.

Greater understanding is required of the range of impairments that are covered by the DDA and how service provision across the different sectors can be delivered to meet those needs and prevent discrimination occurring. A confident and understanding approach by staff can provide a positive customer experience.

To assist in this process and promote user needs within the context of the legislative framework, consideration should be given to support on going disability awareness training across all sectors. There is evidence that many of the larger corporate organisations already include disability awareness training as part of customer care while smaller organisations may benefit from training opportunities. This type of project will require partnership working with the local Chamber of Trade, Town Centre management, User organisations

(for example Access Advisory Panel) and RWBM.

4. Guest Accommodation

Overall there was extremely limited information available in relation to disabled facilities with only one hotel (Holiday Inn Maidenhead) in the whole

RBWM area demonstrating nationally recognised levels of accessibility.

Urgent action is required to increase the numbers of establishments reaching these recognised access standards. With 2.7 million people having an impairment travelling on a regular basis (Visit Britain 2007) it makes good business sense to maximise potential revenue .

Within the RBWM ‘ Stay ’ guide a number of providers were identified as having disabled facilities however this is based on a self-assessment. From the sample site visits of guest accommodation carried out there was a wide


range in relation to levels of accessibility with the facilities not always meeting current design guidance. Also there was evidence of guest accommodation being accessible but other facilities within the site were inaccessible for example restaurant or leisure suite.

To ensure accurate detailed information is provided it is preferable not to be dependent on self-assessment process. It is recommended that there should be a more formal assessment process in relation to levels of accessibility. The information provided should cover all impairments reflecting the National

Access Scheme categories (Visit Britain).

Within the RBWM area there were no guest accommodation providers identified providing a fixed overhead-tracking hoist. Further work is required to determine the potential need for this type of facility and consideration should be given as to whether this facility could be funded via a planning section 106 agreement when any new hotel development is considered. In general guest accommodation providers were unsure of how to rent equipment that guests may require for example hoist, shower chair or wheelchair.

5. Transport and Infrastructure

Transport providers need to ensure that they offer a seamless accessible service between different modes of transport ensuring a journey is achievable by all.

Within the project area there are a range of public transport provisions available which offer a reasonable level of access with significant plans to further improve access in relation to rail travel with Slough and Maidenhead

Railway Station undergoing re-development.

It is important that for the level of access to be maximised requires both the public service vehicle and infrastructure to be accessible. Whilst the bus operators are providing a high percentage of accessible vehicles, of the bus stops assessed, none had the appropriate bus boarders to provide access onto the bus for wheelchair users. Appropriate bus boarders can negate the


deployment of the bus ramp therefore improving access and reducing time spent accessing the bus for some users. In relation to rail travel a number of concerns were identified within the station environment for example on some of the rail platforms there was a lack of tactile indication to assist visually impaired users to define the edge of the platform, this is important given that some of the stations are not always manned.

Transport provision is not just about the provision of an accessible vehicle or infrastructure but also about the management of a service. With some of the key transport hubs within the area the level of access was affected by current management practices. For example the accessible entrance is only available at Windsor and Eton Riverside Station when the ticket office is open. This creates a barrier to people wishing to use the station in the late evening. The current managed solution for a person arriving in the evening is to travel to

Staines and then use an accessible taxi to complete the remainder of the journey with the taxi fare being paid by the train operator. This is not an optimal solution given that an accessible entrance already exists.

The provision of a good public transport service is also dependent on staff training and their general awareness. From the experiential journeys made with members from the local Access Advisory Panel the study highlighted the need for more training. For example when using an accessible taxi at

Maidenhead, the driver was unsure how to use the ramp on his vehicle.

A major issue highlighted for both visitors and residents when visiting town centre areas was the poor provision of parking facilities particularly the number of designated disabled parking bays which are well below current design guidance and needs to be reviewed. It is recommended that the designated disabled parking provision should be reviewed in the context of how useful the provision will be in relation to accessing facilities within the immediate locality of the parking area.

In relation to 2012 and access to Dorney Lake it is essential that there is accessible, well planned public transport providing services to and from the


site given the issues raised following the World Championships in 2006.

Taplow has a small railway station, which is located closest to the Lake; it has vehicular and pedestrian access both sides but very limited facilities within the station. The current use and platform arrangement only has one platform fully accessible. To cope with the estimated visitor numbers arriving during both the Olympics and Paralympics, significant planning is required to ensure there is adequate provision. It should not be assumed that disabled people attending the event would be blue badge holders and arrive at the site via a motor vehicle.

6. Pedestrian Environment and Public facilities

Whilst an individual building or a mode of transport can be viewed as accessible it is essential that the pedestrian environment linking up the journey offer a good level of access.

Within the town centres there were a number of areas where the infrastructure did not reflect current design guidance. For example tactile paving layouts and crossing timings at controlled crossings, provision of tactile indication where there are changes of levels in key circulation routes. In addition there were areas where pavement surfaces were considered poor and were identified as potential trip hazards. The management of the pedestrian environment in some areas appeared poor with an often cluttered environment, including a number of potential hazards. Examples include a range of ‘A’ boards, litterbins and planters that can form a significant barrier to pedestrians. The proliferation of bollards around the town centre areas in an attempt to prevent pavement parking and address security issues may in itself create significant barriers, particularly to visually impaired visitors. The majority of bollards were of a suitable height but did not always provide a contrasting band to improve visibility as per current guidance.

Access to a good level of accessible WC facilities is particularly important for people with a range of impairments. It should be noted that wheelchair users do not exclusively use this type of facility. For example some blind and partially sighted people will always use an accessible WC. They find it easy to


use as it generally has a standard layout and allows easy access to both the toilet and wash hand basin facilities.

There are a number of public accessible WC facilities located within the town centre areas, however the majority of facilities did not reflect current design guidance in relation to either room dimensions or fixtures and fittings or both.

The majority of the facilities were a unisex provision to enable carers of the opposite to assist. Many of the facilities were not accessible during the evenings and this could be restrictive for some visitors particularly with some restaurants in Windsor not having accessible facilities. Furthermore, none of the ambulant facilities catered for the needs of ambulant disabled visitors or those with visual or sensory impairments. There are no ‘Changing Places ’ type facilities available in Windsor. This type of facility is becoming increasingly popular in town centre areas. It is completely different to a standard disabled toilet within the room is a toilet with space either side for a carer, an adult-sized height adjustable changing bench and a hoist. Given that

Windsor is a popular visitor destination serious consideration should be given to this type of facility.

In order to offer a first class experience for people visiting RBWM, it is essential that all links within the journey cycle optimise levels of accessibility starting with pre-visit information. Access is not only about the physical environment of building but about the delivery and management of a service.

Good levels of training and awareness are of equal importance to the accessibility of the built environment. For RWBM to achieve a good level of access and a positive visitor experience, it is essential that all organisations within the borough take access seriously and develops a greater understanding of the needs of disabled people with an inclusive approach to their service provision. There are many opportunities in the borough to develop access and build on the improvements already achieved.



1.1 Background

The Royal Borough of Windsor and Maidenhead (RBWM) has a very strong visitor economy with two of the UK’s Top twenty attractions (Visit Britain 2003) located within the Royal Borough. The RBWM will further benefit from the staging of the 2012 Olympic Games and Paralympic Games both at Dorney

Lake and in London. It is very important that RBWM maximises the economic and social potential of this key asset and forthcoming opportunity by ensuring that both the facilities and surrounding environments are easy to use and accessible to everyone.

The RBWM with support from South East England Development Agency

(SEEDA) and Tourism South East (TSE) have commissioned Parker Knight

Associates Ltd to carry out a destination access audit. The destination access audit is considered an essential planning and decision-making tool to ensure that the RBWM maximises its opportunities as an accessible destination and offers a positive visitor experience to everybody.

Tourism in Britain today already generates over £85 billion a year for the

British economy. With the forthcoming 2012 Olympic and Paralympic Games there is a significant opportunity to provide a financial boost and improvements to the visitor experience, enabling a long term legacy to develop.

Tourism generated in hosting the Olympic and Paralympic Games will involve participants in the Games (athletes, officials, sponsors, spectators & media) visiting Britain in the lead up to and during the actual games. Additional tourist visits and business events are planned due to increased interest in the destination, both prior and post games.

In September the Department for Culture Media and Sport published a strategic document ‘Winning: a tourism strategy for 2012 and beyond’ which states how tourism in Britain should plan to maximise the opportunity that the


Games will offer. One of the main aims of the strategy is ‘to deliver a first class welcome to all visitors… to seek a vastly improved service to disabled people and the provision of fully accessible facilities and information’. Within the document there are a number of actions aimed at enhancing accessibility.

1.2 Project area

The RBWM is located twenty-five miles to the west of London with a population of 138,500 (RBWM 2007). The principal towns within the borough are Windsor and Maidenhead, with eighty three per cent of the borough identified as greenbelt (RBWM 2007). The borough enjoys very good transport links via road, rail and air. Sixty per cent of the UK population live less than three hours away (RBWM 2007).

The RBWM is home to many historic buildings, parks and gardens, with

Windsor Castle the largest inhabited castle in the world receiving 1.2 million visitors a year (RBWM 2007). Each year approximately seven million people visit RBWM either for business or pleasure with ten per cent staying overnight. Tourism for the borough is worth £444million per year equivalent to ten per cent of its GDP (RBWM 2007).

The defined project areas are principally the town centres of both Windsor and Maidenhead and Dorney Lake; the Olympic and Paralympic venue for rowing.

1.3 Project aims and Objectives

The destination access audit will assess how well the defined project area performs in terms of access and ease of use for a full range of visitor services and facilities for a wide range of potential users. This will include (but not limited to) people with hearing, visual, mobility impairments and learning disabilities.

The sectors included within the audit are as follows:

•

Accommodation

•

Visitor


•

Retail and Eating Out

•

Transport and associated infrastructure

The project aims:

• to identify the major barriers, physical or otherwise, experienced by disabled visitors that prevent their full enjoyment of the visitor facilities in the RBWM

•

to identify opportunities to improve visitor accessibility through:

- changes to physical features

- their alteration or alternative service provision;

- the provision of auxiliary aids and services;

- alternative methods of service delivery and new access routes; and

- policies, procedures and practices carried-out by tourism providers that may be discriminatory or impede accessibility and enjoyment.

• to identify the benefits of and need for co-ordinated access improvement;

•

to help shape development plans in preparation of the 2012 Olympic and Paralympic games.

The audit report will enable RBWM to plan access improvements into their development plans, particularly relating to the Olympics, and enable tourism businesses in the Borough and surrounding environment to plan and invest in accessible facilities with greater confidence.

1.4 Legislative framework

The principal piece of legislation of relevance to this project is the Disability

Discrimination Act (DDA) 1995 and 2005. The Disability Discrimination Act

1995 (DDA), as amended by the Disability Discrimination Act 2005 exists to stop discrimination against disabled people in the UK. It gives disabled people improved rights in the areas of employment, property, access to goods, facilities and services and education. The legislation defines disability as a

‘physical or mental impairment that has a substantial and long term adverse effect on a persons ability to carry out day to day activities’. It is estimated that there are ten million people (DRC 2005) meeting this definition in the UK


today. 2.7million people who fall into this category travel on a regular basis

(Visit Britain 2007). The incidence of impairments increases with age and the predicted growth in the older population over the next twenty five years will rise to over fifteen million people by 2031. This in turn will impact on the number of people covered by the legislation (Help the Aged 2006).

This Act imposes duties both on employers and service providers, making it unlawful to unreasonably discriminate against disabled people.

Part 3 of the Act, relates to the provision of services to the public and is an anticipatory duty. Under the legislation service providers need to ensure that all reasonable steps have been taken so members of the public can access their service. Service providers need to be aware that creating acceptable access is likely to be a balance between the removal of physical obstacles and the way that the service is managed. There is a strong business case for organisations to improve access to services as it is estimated that disabled people have in excess of £50 billion spending potential per year within the UK,

(DRC 2005). Making access improvements to a business has the potential to not only increase the customer base and ultimately profit but adjustments made can benefit all customers providing an inclusive approach. For example the provision of an automatic entrance door to a shop not only assists people using mobility aids but people with shopping bags, people pushing pushchairs.

Part 5 of the Act gives the Government powers to make accessibility regulations for all land based public transport vehicles and include taxis, rail and public service vehicles (buses and coaches). Each form of transport has a different set of technical regulations aimed at improving levels of accessibility each with a specific timetable for achieving the regulations. The requirements for public service vehicles, does not currently cover water-based transport.

In relation to the Disability Discrimination Act 2005 (DDA 2005), there are now new duties imposed on public sector organisations in promoting equality for


disabled people.

1.5 National Accessible Scheme for Guest Accommodation

The National Accessible Scheme (NAS) managed by Visit Britain, provides a set of accessible standards against which establishments are assessed for their accessibility and awarded a rating therefore providing the visitor with confidence in choosing their accommodation. The standards cover three types of impairment: mobility, visual and hearing. The scheme is applicable to the range of guest accommodation including serviced, self-catering and holiday parks. Establishments applying are required to complete a self-survey, develop an action plan and complete an access statement. An access statement is an ideal way in which a proprietor can provide information to potential guests regarding their facilities in relation to accessibility. The establishment will also have a NAS accessibility assessment to determine the rating. These requirements are in addition to the Quality Assessments ratings.

2.0 Information regarding the project area

2.1 Transport - Trains

Within the project scope five railway stations have been reviewed.

Maidenhead and Slough are located on the main line from London

Paddington to the west of England. Windsor Central is on a small branch line accessed via Slough with Windsor and Eton Riverside station operated by

South West trains on the line from London Waterloo. Taplow Station was also included as this is the closest station to Dorney Lake.

In relation to rail infrastructure developments within the project area the planned Cross Rail Project with a construction start date of 2010 will principally affect Maidenhead and Slough stations with disruption and delays also planned at Taplow Station during the six year construction phase. The

Cross Rail project will bring improvements to transport and travel access within the area particularly for people with restricted mobility. Proposals include the provision of a new, larger station at Maidenhead using the forecourt area to provide disabled car parking, taxi facilities and set-down and


drop-off facilities for private use. Also step free access from pavement to all platforms is being planned. At Slough a new passenger over bridge, lifts, new ticket barriers and ticket hall layouts with step-free access from pavement to all platforms (Cross rail Equality Impact Assessment Consultation Project and

Policy Assessment Report 2006).

2.2 Transport - Parking

Within the borough there is a range of parking facilities available including surface and multi storey car parks with on street parking. The majority of car parks are managed by the RBWM with two public car parks in Windsor under private ownership.

The Council website provides detailed information on all council run facilities including the number of spaces, costs, and opening hours etc.

The RBWM does not charge Blue Badge holders for parking in either the designated disabled parking or standard bays provided the blue badge is displayed appropriately. Adequate parking is particularly key for the visitor to

Windsor, as stated in the RBWM Visitor Survey (2003), fifty eight percent of visitors came by car and only half of visitors rating the parking facilities as good or excellent.

Since 14 January 2008 parking within the Borough has been decriminalized.

RBWM is now responsible for enforcing parking, loading and waiting restrictions in central Windsor and for car parks in the rest of the borough.

They also have the responsibility for the enforcement of yellow lines and onstreet parking in any part of the Borough.

2.3 Transport - Buses

The two main bus companies, First Group and Courtney Coaches, provide a range of scheduled services. Courtney Coaches stated that all their fleet of buses apart from four vehicles met the Public Service Vehicle Accessibility

Regulations (PSVAR) accessibility requirements. First Group stated that the majority of their fleet operating within the project area were either the super low floor or a kneeling type of vehicle. By May 2008 all their fleet will meet the


Public Service Vehicle Accessibility Regulations (PSVAR), several years ahead of the legal requirement. Both operators welcomed the accessibility regulations and feel that it has helped many passengers including people with pushchairs or limited mobility. Both would welcome the provision of bus boarders (increased pavement height) to facilitate access but stated that for the infrastructure to be effective the vehicle had to gain good access to the kerbside and adequate space to manoeuvre. Parked vehicles often prevent good access. Neither operator provide ongoing disability awareness training for their drivers, although in the next few years there will be a new European

Regulation in relation to driver training. It is understood that part of the training will include Disability Awareness.

2.4 Transport - Taxis

Within RBWM there is a mixed fleet of licensed Hackney carriages. There are currently eighty-seven licensed Hackney carriages with thirty vehicles considered accessible for a wheelchair user.

On the RBWM website under licensing information the following vehicles are acceptable as “wheelchair accessible vehicles”: - the London Taxi

International TXI and Fairway, the Metro cab, the Jubilee Fiat and Mercedes

“Euro taxi”; any other vehicle considered to be appropriate by the Borough.

There currently is no licence condition for the proprietor to attend Disability

Awareness training.

Since 2006 licensed Hackney applicants have been required to complete a

Driving Standards Agency test (DSA). If they are driving a wheelchair accessible vehicle, as part of the test the applicant has to demonstrate their ability to securely deploy the wheelchair ramps and safely install the wheelchair in their vehicle, backing the chair to the `fold down' seats, then securing both wheelchair brakes. In addition they have to demonstrate that they can secure seat belts/safety harness and also secure wheel belts/clamps if fitted to their vehicle. An incentive for the provision of an accessible vehicle is that the plates are transferable.

In discussion with Alan Barwise (Taxi Licensing manager RBWM) he


commented that the number of licenses issued is likely to be reviewed in the near future. In the past RBWM has been involved in user consultation with the

Access Advisory Panel to determine how accessible certain vehicles are.

2.5 Transport - River

With Windsor and Maidenhead located on the River Thames regular water based transport services operate along the river, predominantly between April and September.

2.6 Transport - Park and Ride

Within the project area there are two main park and ride facilities. First group provide a scheduled service, which stop at Legoland and Windsor Town

Centre. People leave cars in a parking area close to the Legoland entrance.

When Legoland is open there are additional services.

The second service is from Home Park car park to Windsor Guildhall and is operated by Courtney Coaches. The Bus Service runs from the Car Park to the Guild Hall every 15-20 minutes from 7.00am to 7.00pm, Monday to Friday no fare is charged . On both services accessible vehicles are used.

2.7 Shopmobility

There are established Shopmobility schemes operating in both Maidenhead and Windsor run by Windsor and Maidenhead Users Network (W&MU) funded via a grant from RBWM. Each scheme is located within a multi-storey car park close to the principal retail areas. Shopmobility loans out wheelchairs or scooters for people with restricted mobility to use. The scheme operates between Monday to Saturday from 10.00am to 5.00pm.

In addition to this, Shopmobility provides scooters and wheelchairs for shows and other events within the borough and organises rambles during the summer months (‘walks’ in the countryside for members using Shopmobility scooters). It also has a satellite service at Tesco to assist people when shopping. The service is only available for people that are registered with


Shopmobility but it is not exclusively for the residents of RBWM. When registering a small charge is made for the use of the service with discount available to people in possession of an Advantage card or in receipt of an income related benefit. Each facility is manned and has an accessible WC facility.

Evidence from the questionnaire indicated that both Shopmobility schemes are valued by local residents. The Windsor Shopmobility scheme has recently relocated from a portacabin sited by the Library to new accommodation on the fifth floor of the King Edward multi storey car park.

In relation to visitors, Windsor Shopmobility used to run a meet and greet service from the Coach Park. They contacted the coach companies in advance to advise them of the service. Due to limited time the only type of wheelchair that was made available was a push type or self propelling chair.

There was poor demand for the service and Shopmobility decided not to offer it anymore.

2.8 People to Places

This is a popular and established door-to-door, dial-a-ride service operating within RBWM. People to Places transport provider was established in 1989. It is a non-profit making organisation receiving an annual grant from RBWM.

The organisation has thirteen vehicles mostly minibuses, with a tail lift at the rear of the vehicle. Drivers are either paid employees or volunteers. The service is restricted to residents of the borough only and therefore would not be available to any visitor to the Borough. The service operates between

Mondays to Friday during daytime hours. One driver covers Saturdays but any evening requests are dependent on availability of volunteers, which is currently very limited.

To use the service a person has to be a member and pays a membership fee.

The transport usually requires booking one week in advance. Regular bookings are not possible unless it is a group booking. For each journey a fare is paid up to five miles £3, up to ten miles £6. Evidence from the


questionnaire indicated that local residents value People to Places however people commented that they would like the service expanded to cover evening and weekends. People to Places currently do not have any plans to expand the service, their main focus is to maintain the current level of service.

Some dial-a-ride schemes within Berkshire offer a seven-day a week daytime and evening service for people but this is obviously dependent on adequate funding and staffing.

2.9 RBWM Advantage Card

An Advantage Card offers discounts at a range of attractions, retailers and restaurants, on Council services or leisure activities including Windsor Castle

(free entry with Yellow Advantage Card), Legoland, Savill Garden, Borough

Leisure Centres and car parks, restaurants, shops, services, health and beauty. This card is available to both residents and non-residents.

2.10 Dorney Lake

Dorney Lake is a world-class rowing and flat-water canoeing centre in a four hundred acre parkland setting near Windsor. Dorney Lake will be an Olympic and Paralympic Games venue in 2012. In 2006 the World Rowing

Championships were held at Dorney Lake. Adaptive rowing became an accredited Paralympic sport in 2006 and adaptive rowers attended the World

Rowing Championships at Dorney Lake in 2006.

Dorney Lake Trust is a registered charity responsible for operating the Lake site. The trust was set up by Eton College, the facility's owners. The Trust aims to provide safe rowing for Eton College pupils and to offer facilities for major rowing events. Under its remit the Dorney Lake Trust welcomes sporting and hospitality users and members of the public all year round, except at Christmas. On a daily basis walkers, dogs, joggers, runners and cyclists use the grounds of Dorney Lake. Site entry charges are made only during major events, such as regattas.

Over one hundred schools and clubs row at Dorney Lake and the national squads train here regularly. Each year six triathlons (run, cycle, swim) and a


10-kilometre road race are held here. Other programmes for young people and adults, outdoor and indoor, are available.

Dorney Lake Services is the hospitality arm of Dorney Lake Trust .The site is used for a wide range of corporate hospitality events.

2.11 Accommodation

Within the project area there is a large selection of guest accommodation ranging from large and modern places, historic hotels to small guesthouses.

In addition there are camping facilities, campus accommodation at Royal

Holloway, University of London and a range of self-catering properties providing the visitor with a good degree of choice.

2.12 Access Advisory Forum

The Access Advisory Forum advises the RBWM on issues relating to accessibility and disability. It meets on a regular basis, with the group comprising of residents of RBWM with an interest in access issues, elected members and officers of RBWM.

2.13 Access Officer

This is an established post within the RBWM local authority with the principal aim of promoting accessibility and inclusion within the Council both in an external and internal capacity. The Access Officer provides advice in the context of the legislative framework and technical requirements to achieve an inclusive environment. The Access Officer is also responsible for assessing

Council buildings, advising and planning improvements.

3.0 Overview of the Methodology

3.1 Journey Cycle

The concept used to underpin this project is the Journey Cycle. Whilst an individual building, a mode of transport or pedestrian environment can be viewed as accessible it is essential that all the fundamental links within a


journey offer a good level of access and therefore provide the traveller with a positive experience.

The starting point of any journey is pre-visit information. People will research their travel plans to identify facilities, availability of assistance and identify any potential barriers and have to determine whether there is sufficient information available to make an informed choice about their journey and destination.

The provision of good and accurate information cannot be over emphasised particularly for the disabled traveller.

When embarking on a journey it is essential that pre-visit information obtained reflect the actual journey experience to ensure a positive outcome.

3.2 Methodology

The project was divided broadly into two phases; phase one involved the exploration and analysis of information collected in relation to the project area.

The second phase required physical assessment of the area assessing actual against indicated service provision. The sample of physical assessments carried out were determined from the results of the information analysis and consultation with key personnel.

The project research was undertaken using the following methods of information collection:

•

A desk-top review of information available (websites, printed information and information obtained via telephone ) within the public domain relating to visitor services within RBWM

•

Information also obtained from RBWM, Visitor Information Centres,

Websites and Tourism South East

•

Consultation with key groups and personnel within RBWM (meetings with Access Officer, RBWM Access Advisory Panel, Disability and

Sensory Partnership Board)

•

Questionnaire developed by Parker Knight Associates Ltd in consultation with RBWM that was circulated extensively within RBWM


(shown in full in the Appendix). The aim of questionnaire was to collect the experiences of residents within the Borough with specific reference to levels of access and facilities within the following areas: a. transport sector b. public toilets c. pedestrian environment d. visitor attractions

•

Site visits to a sample of sites to verify the site’s accessibility against indicated

•

Journeys taken by members of Access Advisory Panel

Following the completion of the information analysis and the site visits a detailed report with a prioritised schedule of recommendations was written.

NB: Recommendations made were not necessarily restricted to benefit people with identifiable impairments. It is likely that many recommendations made will benefit all users

4.0 Information Analysis


Information is extremely important in our everyday lives: it helps us make choices and live independently. The lack of appropriate information can present as a barrier to many people.

Information comes in many forms, for example in leaflets or brochures, via the

Internet or as signage. It is important to ensure that the information provided is clear, concise and accessible. Accessible information is not just simply about providing a document in an alternative format, with the advances in technology there is a potential to significantly improve access to information for many people.

From the results of the questionnaire distributed via RBWM for the purposes of this project participants were asked what source of information they used


when planning a journey or holiday, one hundred and thirty one people responded with over half (54%) using two or more different information sources. The most popular form of accessing information was the Internet and websites with seventy five percent of people using it when planning a journey or holiday (see figure 1)

Information sources

Internet/ websites

Printed information

Number of responses

98

74

Via telephone

Information Centre

50

38

Tape/braille 1

Used 2 or more sources 71

Total number of responses 131

Figure 1

4.2 Desktop Analysis

As part of the project a desktop analysis was carried out to establish whether there was sufficient information available in the public domain to enable a visitor with a range of impairments to plan their visit to RBWM.

The desktop research focused on a range of information sources, which included the Internet, printed leaflets and brochures and contacting a facility or service via telephone.

The sectors that were included in the research were transport, accommodation, leisure and attractions, retail and eating out.

The information audit required the answering of the following two key questions:

•

Was information presented in an accessible format?


•

Was there sufficient information provided regarding facilities for disabled people?

A number of requirements were identified for each information format to enable a judgment to be made in relation to the key questions being answered. A detailed checklist was used for each information source.

Web based Information

As stated in PAS78:2006 (Guide to Good Practice in Commissioning

Accessible Web sites BSI) ‘Accessible web sites have the potential to widen a web sites current audience and reach new ones… many millions of people are affected by sensory, physical and/or cognitive impairments including those resulting from the ageing process’. To ensure the web site maximises its potential audience it is essential that it is fully accessible.

The requirements for the web site audit in relation to levels of accessibility were based on guidance contained within

•

RNIB ‘See It Right’ guidelines for web design and

•

PAS78:2006 Guide to Good Practice in Commissioning Accessible Web sites

•

MENCAP "Making your web site accessible for people with learning disabilities

People with a visual impairment may be able to read web pages as a fully sighted person, or may require larger text or a highly contrasting colour scheme to assist. People with very little vision may need to read web pages using specialised software.

It should be noted that the audits of the web sites were not to the level of technical detail offered by a commercial Consultancy specialising in web site design/audit. Therefore the results of this audit should be viewed as an indication of likely levels of accessibility.


For the purposes of the web site audit different search engines were used

(MSN.com, Google.com and Yahoo.com) and a range of key words were entered for example ‘accommodation + Windsor’. The web sites reviewed comprised of ones listed only on the first page of the search return. Many of the web sites reviewed were directory type web sites with links to other sites.

For the purposes of this audit the web site met the requirements of W3C or

Bobby Approval if this standard was stated on the web site.

Below are a few examples of the accessibility requirements and why they were considered necessary in the audit:

•

Web Accessibility Initiative (WAI)

A web site can be assessed against a set of guidelines in relation to web accessibility. The Web Accessibility Initiative (WAI) develops strategies, guidelines, and resources to help make the web accessible to people with impairments. It publishes a detailed list of Web Content Accessibility

Guidelines, which web sites can be developed/assessed against. Research carried out in 2004 by the Disability Rights Commission found that eighty one per cent of the web sites surveyed did not uphold the most basic requirements of W3C.

•

Bobby Approval

Bobby is an automated programme for the checking of a web site in relation to levels of accessibility. Sometimes a web site will display ‘Bobby approval’ if the site has met the requirements for accessibility

•

Provision of a site map

A text based site map can provide the user with an overview of the site and a quick and simple way of locating a particular page or subject


ALT text

Any images on web pages should have an ALT text assigned to them for people accessing the page in a non-graphic way. This is required because screen readers are unable to read images, instead will the screen reader will read aloud the alternative text assigned to the image.

Printed Information

The requirements for the printed information were based on the See It Right guidelines for clear print (RNIB) and covered the text size, type of font used, adequate colour contrast of font against background, any text over images and was layout simple and easy to follow. A copy of the checklist used is included in the appendix.

In addition to the requirements of clear print it is important that the provider of information publicises that the material is available in alternative formats and provides contact details. The RNIB recommends that this should be stated in a prominent position, at the front of the publication, preferably in 14 point type size. The inside front cover is recommended and the following example is good practice of the text, size and font that could used in a publication.

Example

‘This material can be provided in alternative formats such as large print, Braille, tape, on disk or another language upon request to [add relevant contact details].’

The printed information audited was provided by Julia White (Visitor Manager

RBWM) and the Access Guide was provided by Lynne Penn (Access Officer

RBWM). Printed information was also sourced from both the Tourist

Information Centre at Windsor and the Reception area at Maidenhead Town

Hall.

Information via Telephone

The criteria for information via the telephone was based on whether it was a human or automated operator, if automated, was the information clear.


If there was a menu structure was it considered simple and straightforward with the provision of a help function or access to operator.

Comments were made in relation to the availability of text phone facility. A text phone is a telephone device that has a keyboard and a display screen and is used by people with a hearing impairment. The person types what they want to say rather than speaking into a mouthpiece. People use a text phone instead of a voice telephone. People often refer to them as ‘Minicom’ rather than a text phone. If a person using a text phone wants to call a telephone user they can do it via RNID Typetalk where they relay text-to-voice and voice-to-text.

4.3 Sector Audit results

4.3.1 Transport

Web sites

Five web sites were reviewed as part of this study, ranging from nationwide transport-specific web sites, e.g., www.nationalrail.co.uk , to location-specific web sites, e.g., www.rbwm.gov.uk. A selection of key words was used to search three popular search engines (google.com, msn.com and yahoo.com).

Search criteria included phrases such as Windsor, Maidenhead, and Slough, public transport, accessible, buses, trains, coaches and taxis. The web sites that consistently came out highest from the search results returned were then selected for assessment.

The majority of web sites (4 out of 5) were simple and intuitive to navigate, using simple terminology, consistent and clear presentation of links, and an easy-to-use search function. However, the information presented on www.thamesweb.co.uk was cluttered, which rendered the identification of key navigational links difficult.

The level of web page customisation was assessed as poor. Only www.rbwm.gov.uk met all of the requirements allowing the user to change language settings, adjust the colour scheme (to improve visual contrast), and increase the text size to enhance legibility.


The National Rail web site was the only web site audited that provided users with specific information on disabled access such as WC provision, designated disabled parking, communication aids and the booking of assistance. Whilst such information could not be accessed directly from www.rbwm.gov.uk, useful links and contact details were provided for information on disabled access for various modes of transport.

For a detailed breakdown of each web site in relation to compliance with the accessibility requirements please refer to Figure 2, page 35.


Destination Access Audit Report 35

Information analysis summary

Websites

Sector - Transport Accessibility of Information

Information on disabled access

Website visited www.nationalrail.co.uk www.publictransport.info/index.htm

(traveline) www.maidenhead.net/ www.rbwm.gov.uk www.thamesweb.co.uk/windsor/index.htm

Figure 2

Key

met the requirement

partially met the requirement

did not meet the requirement

not applicable


Printed information

Four sources of printed information were reviewed. Printed information was provided by Julia White (Visitor Manager RBWM) and sourced from both the

Tourist Information Centre at Windsor and the Reception area at Maidenhead

Town Hall. Printed information covered all public transport modes in some capacity.

On the whole, printed information was considered to be accessible, using a simple and intuitive layout, appropriately designed text and graphics, and simple language. However, for the First Great Western train timetable

(Paddington-Windsor) the use of a coding system to denote variations in services and the less than intuitive presentation of deviations in departure/arrival times may be confusing for some users, especially those with learning difficulties. This was also the only piece of printed information where the text size is small and potentially difficult to read for some users, and where no indication is provided that the information is available in alternative formats.

None of the printed information sources reviewed provided information on disabled access. However, RBWM’s ‘Mobility Solutions’ publication does provide details of where this information can be found (i.e., websites and telephone numbers) for buses, trains, taxis and car parking.

For a detailed breakdown of each piece of printed information in relation to compliance with the accessibility requirements please refer to Figure 3, page

38.

Information via telephone

Two telephone enquiry services were audited; National Rail enquiries and traveline. A Text phone facility is provided by both services.

In both cases, users are initially routed through an automated service, which consists of only two options for both services. Menu structures and navigation instructions for the automated service are simple and messages are


intelligible and delivered in simple language. For both enquiry services, the user has access to a human operator. At the time of the audit, human operators spoke clearly, were helpful, and were able to provide information on disabled access or provide details of where this information could be found.

However, the traveline service could only provide information about rail or coach services.

For a detailed breakdown of each telephone enquiry service in relation to compliance with the accessibility requirements please refer to Figure 4.

Information via telephone on page 39.



Information analysis summary – printed information

Sector - Transport Accessibility of Information

Information on disabled access leaflet description

First Great Western trains (Paddington - Windsor)

Route 1 bus (RBWM)

Mobility Solutions (RBWM)

Bus times by text (RBWM)

Figure 3

Key

met the requirement



not applicable



Information analysis summary - telephone contact

Sector - transport contact traveline (0870 608 2608)

National rail enquiries

Figure 4

Accessibility of Information


`

Key

met the requirement



not applicable


4.3.2 Accommodation

Web sites

Twenty-one web sites were reviewed for a range of accommodation including hotels, Bed and Breakfast and self-catering facilities. The web sites covered both independent establishments and hotel chains.

Not one web site met all the range of accessibility requirements this reflects the findings of the research carried out by the DRC in 2004 however the websites were generally considered simple and intuitive to navigate using simple terminology.

Information regarding levels of access to facilities at each establishment was considered generally poor and extremely limited. The majority of web sites reviewed provided an option for a brochure to be requested and gave contact details for further information to be obtained (via telephone, address or email).

One web site reviewed www.holidayinn.co.uk, an International chain of hotels displayed on its home page a link titled ‘Access for All’ which went to a specific page identifying all the facilities that they provided that maybe helpful to the disabled traveller (see figure 5, page 41)

The emphasis on each of the web sites reviewed was to make a booking.

Three web sites in their search function stated accessibility. On the Holiday

Inn and Travelodge web site, when choosing a room type it specified wheelchair or accessible bedrooms as one of the choices. On the Tourism

South East web site its advanced search, specified requirements for accessibility however, the text was very small and faint for completing some of the search requirements and was considered difficult to use.

On the Tourism South East web site as part of the review, Windsor and

Maidenhead was entered into the search facility stating the requirement for disabled facilities, however no search results were found.


From www.holidayinn.co.uk

Link on home page

Figure 5

‘ACCESS FOR ALL’

And stated the following:

‘The InterContinental Hotels Group understands that every customer has different needs and we aim to make our hotel facilities available and accessible to all of our guests equally.

In rare instances where this is not possible we will endeavour to offer a suitable alternative.

Our UK hotels offer a range of facilities for guests with a perspective on disability including the following:

* Designated Blue Badge car parking

* Accessible facilities – bar, restaurant and meeting rooms

* Accessible washroom

* Accessible bedrooms

* Menus available in large print

* Induction loops

For a detailed breakdown of each requirement see the table below (figure 6) .


Destination Access Audit Report

Information analysis summary - websites

Sector - Accommodation Accessibility of Information


42

Website visited www.windsor.gov.uk/accommodation www.thamesweb.co.uk/windsor www.information-britain.co.uk www.bedandbreakfast-directory.co.uk www.macdonaldhotels.co.uk www.maidenhead.net/accommodation www.thameshotel.co.uk www.sheephousemanor.co.uk www.lodgingworld.com/accommodation www.millenniumhotels.co.uk www.holidayinn.co.uk www.fredricks-hotel.co.uk www.auroragarden.co.uk www.oakleycourt.com www.runnymedehotel.com www.taplowhouse.com www.sirchristopherwren.co.uk www.activehotels.com www.travelodge.co.uk www.marriott.co.uk www.visitsoutheastengland.com

Key

met the requirement



not applicable


Four brochures and leaflets were reviewed, one brochure was for an individual hotel and the remainder were brochures produced by RBWM containing information about a wide range of accommodation located within the area.

All printed information performed reasonably well against the requirements apart from the text/symbol size used and the lack of publicising that the information was available in alternative formats. The Access guide publicised that the information was available in alternative formats but did not provide contact details for this service. The Visitor Manager

(RBWM) stated that information had been made available in alternative formats in the past but she was not aware of any requests for it, this suggests that the service for the provision of alternative formats was not well publicised.

In relation to information provided about levels of accessibility, the Access Guide performed well, which would be expected given that it is a specialist publication, however it was published in 1999 and the information provided is not up to date. The other brochures reviewed published by the RBWM provided information regarding accessibility. In the

‘Stay’ publication some of the accommodation listed displayed a wheelchair symbol indicating disabled facilities however did not provide specific information regarding accessibility. There was no indication as to any particular accessibility standard achieved or specific facility provided. In further discussion with the Visitor Manager (RBWM) the indication of the wheelchair symbol is purely based on a self- assessment carried out by the establishment and therefore is open to interpretation.

For a detailed breakdown of each requirement see figure 7, page 44.

In addition to the printed information assessed the RADAR holiday guide was reviewed in relation to the project area. RADAR (Royal Association for Disability and Rehabilitation) publish a guide annually listing over fifteen hundred places to stay in the UK. It provides detailed information covering a range of accommodation. The guide can be purchased directly from RADAR but is often found in public libraries, information centres. In relation to the project area only the Holiday Inn at Maidenhead was listed in the guide.



Information analysis summary - printed information

Sector - Accommodation Accessibility of Information


44 leaflet description

Stay (RBWM)

The Christopher Hotel

Venues (RBWM)

Access guide to RBWM (1999)

Figure 7


Key

met the requirement



not applicable


Ten establishments were contacted by telephone, covering a range of accommodation

(see figure 8, page 46). All calls were answered by a person not an automated call and were generally considered helpful. No text phone facility appeared to be provided by any of the accommodation providers contacted.

On asking the operator what disabled facilities the accommodation had, the majority of the responses were wheelchair focused which you may expect given that the stereotypical

‘disabled person’ is often perceived as a wheelchair user although it only accounts for a small percent of the disabled population.

Some of the responses came across very confidently and clearly demonstrated that they were aware of the needs of the disabled traveller for example provision of vibrating alarm for use as a wake up call for a person with a hearing impairment, details regarding the shower arrangement, grab rails, seating type etc. Other operators came across less confident and the call was passed to other staff members for the information.

A specialist national organisation ‘Tourism for All’ was also contacted, their details were found on the Visit Britain website. The organisation is a registered charity that provides information to people with disabilities and older people in relation to accessible accommodation and other tourism services. Initial contact is via an answering machine and you are instructed to leave contact details. The call was returned within an hour and useful information was provided. Within their database only one hotel had been assessed as accessible within the project area, the Holiday Inn at Maidenhead.


Information analysis summary - telephone contact

Sector -

Accommodation Accessibility of Information

Information on disabled access contact

Marriott

Slough/Windsor

Harte and Garter

Aurora Garden Hotel

Elva Lodge Hotel

Walton Cottage Hotel and Suites

Quality Hotel

The Oscar Hotel

Cottage Inn

Sheephouse Manor

(s/c and b/b)

Holiday Care (Tourism for All)

Figure 8

Key

met the requirement



not applicable


4.3.3 Visitor Attractions and Leisure

Websites

Twenty-three web sites were reviewed for a range of Visitor and Leisure Attractions located within the RBWM area (see figure 10/11, page 48/49). The web sites ranged from nationwide-specific web sites, e.g., www.odeon.co.uk , to location-specific web sites, e.g., www.windsor.gov.uk

Two web sites stated that they met the requirements of W3C. Generally most websites were generally considered simple and intuitive to navigate using simple terminology.

More information regarding the accessible facilities was available and this faired favourably compared to the accommodation sector however its location within the website was not always easy to locate.

One good example of useful information was the National Trust website

(www.nationaltrust.org.uk). For each individual site, there was a drop down menu specifying ‘accessibility’ which linked to a specific page providing helpful information to the disabled visitor (see figure 9)

Figure 9



Information analysis summary - websites

Sector - Visitor Attractions (attractions and leisure) Accessibility of Information


48

Website visited www.windsor.gov.uk www.ascot.co.uk www.boat-trips.co.uk www.saltersteamers.co.uk www.windsorwalks.co.uk www.city-sightseeing.com www.angelfire.com/jazz/orchardpoyle www.odeon.co.uk www.rrm.co.uk www.dorneycourt.co.uk www.etoncollege.com www.royalcollection.org.uk

Figure 10



Sector - Visitor Attractions

(attractions and leisure) Accessibility of Information


Website visited www.legoland.co.uk www.maidenheadheritage.org.uk www.rbwm.gov.uk www.windsor-racecourse.co.uk www.theatreroyalwindsor.co.uk www.stanleyspencer.org.uk www.nordenfarm.org www.royallandscape.co.uk www.pwrtickets.com/pwrEye www.nationaltrust.org.uk www.visitsoutheastengland.com

Key

met the requirement



Figure 11


Six brochures and leaflets were reviewed; the majority were for individual attractions with the Visit brochure produced by RBWM containing information about a range of attractions located within the area (figure 12, page 51).

All printed information performed reasonably well against the requirements apart from the text/symbol size used and the lack of publicising that the information was available in alternative formats.

Each leaflet/brochure had some information regarding disabled access.


Six visitor attractions and leisure facilities were contacted by telephone (see figure

13, page 52). Four of the calls were answered by a person not an automated call and were generally considered helpful. Of the two automated calls, the Odeon

Cinema involved a speech recognition system and was considered difficult for some people to understand. Eventually the call was put through to an operator/helpline but there was no response. On asking the operator what disabled facilities the attractions had, the responses were detailed and considered helpful. Windsor

Castle one of the most popular visitor attractions within the project area had their own Access team providing a lot of useful information for example hearing helper pack and tactile exhibits.




(attractions and leisure)


– printed information

Accessibility of Information


Windsor Castle

Visit (RBWM)

Windsor Arts Centre

Eton College

Norden Farm Centre for the Arts

Legoland

Figure 12



Information analysis summary telephone contact


(attractions and leisure, ) Accessibility of Information

Information on disabled access contact

French Brothers city-sightseeing tours

Windsor Castle - access helpline

Magnet Leisure Centre -

Maidenhead

Stanley Spencer Gallery

Odeon cinema

Figure 13



Websites

Seven websites were reviewed covering both retail and eating out within Windsor and Maidenhead area. Some of the websites were of the directories; providing a link to other websites. The information provided was limited. Not one web site met all the range of accessibility requirements but was generally considered simple and intuitive to navigate using simple terminology. No website visited within this sector provided any information regarding disabled access (see figure 14, page 54).


Four brochures and leaflets were reviewed; two leaflets were for a restaurant and retail area and two brochures produced by RBWM (see figure 15, page 55).

All printed information performed reasonably well against the requirements apart from the text/symbol size used. The lack of publicising that the information was available in alternative formats. The Access guide publicised that the information was available in alternative formats but did not provide contact details for this service.

In relation to information provided about levels of accessibility the Access Guide performed well, which would be expected given that it is a specialist publication, however it was published in 1999 the information provided is not up to date. The

‘Visit’ guide also produced by RBWM had a chapter on accessibility within the borough and was informative; this is a regularly updated publication.



Information analysis summary websites

Sector - Retail and Eating out Accessibility of Information


Website visited www.windsorroyalshopping.co.uk www.windsorfarmshop.co.uk www.thamesweb.co.uk/windsor www.windsor-berkshire.co.uk www.house-on-the-bridge.co.uk www.cornucopia-bistro.co.uk www.green-olive.co.uk

Figure 14



Information analysis summary printed information

Sector - retail and eating out Accessibility of Information


Drury House

Windsor Royal Shopping

Access guide to RBWM (1999)

Visit (RBWM)

Figure 15



Five restaurants were contacted by telephone. All of the calls were answered by a person and were generally considered clear and helpful (see figure 16, page 57).

On asking the operator what disabled facilities the restaurants had, the responses were helpful however; three out of the five restaurants did not have accessible WC facilities and were not able to advise where the nearest public facility was located.




Telephone contact

Sector - Retail and Eating out Accessibility of Information

Bella Italia Windsor

McCluskey's Café, Windsor

Waterman Arms, Eton

Blue River Café (Thames Riviera

Hotel) Maidenhead

Macdonald Berystede Hotel and Spa

Figure 16



4.4 Questionnaire

4.4.1 Introduction

To assist with the collection of data to examine the current levels of access within different environments in RBWM, it was agreed to consult with interested residents and organisations via a questionnaire. Parker Knight Associates devised the questionnaire in consultation with RBWM and the Access Advisory Panel. It was considered important to gain information regarding people’s actual experience in visiting a range of attractions and their use of public transport facilities to help identify potential barriers.

The questionnaire was available in a printed or electronic format and other formats upon request. It was also available on the Council’s website to complete online.

Approximately one thousand printed and electronic versions of the questionnaires were distributed by RBWM to partner organisations (for example Thames Valley

Police, East Berkshire College, Churches together, Housing Associations),

Shopmobility members, local Disability Organisations, Berkshire County Blind

Society, Town Centre Managers and internally to staff within RBWM.

4.4.2 Aims of the Questionnaire

•

To collect the experiences of residents within the Borough with specific reference to levels of access and facilities within the following areas:

•

transport

• public toilets

•

pedestrian

• visitor attractions

•

For the participant to make a judgement (good, fair and poor) on the level of accessibility experienced when visiting or using the facility. The data collected will assist in the identification of sites/facilities to be visited in the second stage of the project.

•

To collect information to assist with identifying any other facilities or services that may present as a barrier or benefit to disabled people within the Borough.


•

To collect data on what sources of information participants generally use to plan a journey and/or holiday.

4.4.3 Number of completed Questionnaires

One hundred and fifty two questionnaires were returned by the closing date. One hundred and nine were either returned via post or e-mail with the remaining fortythree completed online via the RBWM website. Four questionnaires were completed with visually impaired people over the telephone.

4.4.4 Summary of responses

Range of impairments

All of the impairment categories identified in the questionnaire were represented.

Mobility impairments represented the largest group (38%) with many of the participants identifying more than one impairment group. Responses were also received from carers and people working with disabled people however thirty four percent of the participants did not indicate a specific impairment.

Range of Impairments

70

60

50

40

30

20

10

0 vis ual g he arin le arni ng

di ff mob ilit y wh/c rel at h us er ity apac nts

id ent ifi ed no imp ai rme impairment categories no: of responses

Figure 17


Analysis of information source

Of the questionnaires returned over half (54%) used two or more different information sources. The most popular source was the Internet and websites seventy-five percent of people used it when planning a journey or holiday (see figure

1) however nineteen percent of people did not have access to the Internet.

Public transport

The most used mode of public transport within the study was the train however only

27% of participants rated the access as good. In comparison 84% of people rated the People to Places service good with 62% of people rating the access good when using a taxi and 35% of people rating the access good on local buses.

Comments made in relation to using the train included making sure that the personal assistance booked is always available on departure and arrival at a station.

People stated that they have booked the assistance and on arrival no assistance was available which resulted in other people helping a wheelchair user off the train and a visually impaired person relying on other passengers to assist. The passenger often feels helpless, as there are no contact details given when booking the service to call if the assistance is not there. For a visually impaired person it is essential that there is always audible announcements on both the train and at the station to ensure that the person is able to get off at the right station, although this happens in most situations one of the respondents had experienced occasions when it had not.

Other comments relating to rail travel included the information phone line seem usually unanswered. When answered it could be difficult to understand for some people. The ticket office only opening just before the train arrives and that staff were generally unaware of wheelchair user needs.

People to Places, a door to door dial a ride service for the residents of RWBM was considered a very good service by the participants however comments were made that it was rather restrictive in relation to its availability. It currently does not generally operate in the evenings or at weekends.

Although taxis were generally considered good, people identified that some taxis used were considered not particularly user friendly. One person stated that they had


used a taxi, which tried to charge the person extra for the time taken to put the wheelchair into the vehicle.

In relation to the use of buses a comment made, identified that the bus stop at the rear of Maidenhead station, taxis often park in the bus bay, therefore the bus stops in road and is not safe to alight from the bus. Also wheelchair users cannot use the ramp from the bus onto the road, as the gradient is considered too steep.

Modes of transport

160

140

120

100

80

60

40

20

0 good fair poor used

Train s

Loc al

bus es is

Ac ce ss ible tax nd

Ride W inds

Pa rk a or

People

2pla ces transport modes

Figure 18

Railway stations

Within the questionnaire four railway stations were identified. Maidenhead was visited the most however was perceived to have the poorest level of access, with forty four percent of people rating it poor. Access to both the Windsor stations was considered the best with Windsor and Eton Station having just over half of the people (51%) rating the access as good.


Railway stations

160

140

120

100

80

60

40

20

0

W in ds or

Ri ver sid e

Wi nd so r an d Et on

Ma id en he ad

Sl ou gh good fair poor used stations

Figure 19

Parking

Within the questionnaire three types of parking provision was identified (surface, on street and multi storey) in each town. The parking perceived to have the poorest level of access was ‘on street’ parking within both towns.

Within the comments section of the questionnaire there were a high number of points raised in relation to parking. The points raised included:

•

Disabled parking, abuse of space

•

Lack of disabled parking spaces

•

Insufficient surface car parks in both Windsor and Maidenhead

•

Lack of Blue Badge parking at York House and Maidenhead Town Hall

•

Lighting levels within the Maidenhead Multi storey car park (Nicholsons)


parking provision

180

160

140

120

100

80

60

40

20

0 good fair poor used parking type and location

Figure 20

NB. Please note the results for the multi storey car parks within Maidenhead are small principally due to a typographical error within the questionnaire.

Pedestrian Environment and facilities

Within the questionnaire people were asked to rate a number of public facilities.

These included the general pedestrian town centre environment, retail outlets,

Shopmobility and Public Conveniences.

In both towns the perception of the accessibility of the pedestrian environment was rated pretty evenly with just fewer than forty five per cent of people rating it good however, a number of comments were made in relation to the pedestrian environment. The points raised included:

•

Poor state of pavements, cracked uneven surfaces

•

Vehicles parking on pavements and blocking drop kerbs

•

Some controlled pedestrian crossings not having audible signalling and people were unaware of the rotating cone facility


•

Unauthorised encroachment of businesses (tables, chairs, A-boards) onto pavements restricting space for pedestrians

•

Signage poor in both towns, lack of symbols and a clear font, located too high

•

Areas for resting (seating) would be of benefit, somewhere quiet and warm

Windsor and Maidenhead pedestrian environment and

250

200

150

100

50 good fair poor used

0 d t

Sh opp

W in dsor ing

in pi ng i n Ma

Shop ide nh ead ria n en vi ron m en pe de stri an env

Sh opmobi lity m ob

Shop

W id en hea

Ma

W in dsor ility

in

Mai

Pu bl de nh ead le ts i n W ic toi c in dso toil et s in Ma r iden hea d

Publi

Figure 21

In relation to shopping Windsor had the edge with forty six percent of people rating it good compared to Maidenhead with thirty eight per cent. Several people made these comments in relation to shopping:

•

The benefit of automatic doors for everyone, aim to increase the number of shops with this type of door

•

To increase circulation space within shops which will assist everyone


• Windsor shopping has a variety of shops at different access levels i.e. some with steps, some level, also lack of good directional information poses barriers for visually impaired person

•

Suggestions for a wayfinding system for visually impaired people within

Maidenhead town centre potentially helpful when a stranger visits the town

•

Some Restaurants/Public Houses potential barriers to access, poor circulation space for wheelchair users

Shopmobility is a very valuable service run by W&MU in both Windsor and

Maidenhead. It loans scooter and wheelchairs for use primarily within the town centre areas. Both Shopmobility services performed well, eighty eight percent of people rated Maidenhead good with no poor ratings. In comparison sixty seven percent of people rated Windsor Shopmobility good. Windsor Shopmobility has recently relocated to King Edward Court multi storey car park and there are a few settling in issues to resolve, which may have affected how people rated the service.

Comments made in relation to the new location of the Windsor Shopmobility, included the following:

“Unable to access Shopmobility, when the car park is full”

“Lift to Shopmobility doors close too quickly, difficulty manoeuvring scooter into the lift’

In relation to Public Conveniences only twenty eight percent of people perceived the facilities in Windsor as good compared to fifty six percent in Maidenhead. A number of comments were made in relation to Public Conveniences, which included:

•

Insufficient number of Public WCs

•

Lack of information regarding their location

•

Keys (RADAR) difficult to find especially for visitors

•

Lack of changing type WC facility in addition to accessible WC. A fully accessible toilet facility with changing bed facilities similar to that which has been installed in the Magnet leisure centre would be of benefit to people with more complex impairments in Windsor

•

Additional facilities within accessible WC to include shelf, coat hook so do not have to put coat and bag on floor


•

Good example of changing type WC facility at Magnet Leisure Centre

Visitor Attractions

The full range of visitor attractions was included in the questionnaire. The most popular attractions were Windsor Castle and a boat trip on the river with eighty-five people having visited each attraction.

In relation to rating the level of access, Windsor Great Park was perceived the best with seventy nine percent of participants rating it good. Five attractions (Ascot

Racecourse, Savill Gardens, Windsor Great Park, River and Rowing Museum at

Henley and the Maidenhead Heritage Centre) achieved a good access rating of over seventy five percent with three of the attractions not receiving any poor ratings

(Ascot Racecourse, Savill Gardens, River and Rowing Museum at Henley). In relation to poor ratings, the arts sector did not generally perform well with only the

Norden Arts Centre offering a perceived good level of access. Other attractions perceived as performing poorly included the boat trip on the river, Frogmore House and Dorney Court. Both Frogmore House and Dorney Court are historic buildings and operate with very restrictive opening times.


180

160

140

120

100

80

60

40

20

0

Bo at

W in

Tr ds ip or

on

Ca

th st e T ha

Sa

W le vi in mes ll G ar ds or de ns

G rea t Pa

Leg

Cl iveden rk ol and

N at io na

Ro ya l T ru ot l Wi st ac apel e

Co ur se our se nd sor R acec

Do rne y Lake

Eto n C ol le ge good fair poor used

Figure 22


A number of comments were made in relation to Visitor Attractions, which included:

• “satisfied with the services provided to disabled people from most of the places I visit’

• “Windsor Racecourse finding the disabled WC was a problem’

•

Odeon cinema at Maidenhead a number of comments were made, o only one screen has an audio description therefore limited choice of films.

o one wheelchair user stated a poor experience placed at the very front of the auditorium, could only see half the screen, ended up with neck ache and was considered a fire hazard in any other part of the auditorium o Difficulty understanding the Odeon phone message takes along time to get information, prefer advertising in newspaper

“Legoland always have to take a person with me to assist, it would be helpful if you could pre-book assistance”

At Dorney Lake a person found the steps to the viewing platform very poor for a visually impaired person



180

160

140

120

100

80

60

40

20

0

Dorne

Fr y

Co ogm urt or e House ag

He rit head

St an le e C en tre y S pencer

Galle useu

Bl ue

Bad

Maiden and R ry m

He nley ge

Gu

Theat

Od id ed re eon

Tour

Royal W

Cine

Nor ind de so aid r n Far enh m

A ead rts

C ent re r A rts C

Windso en tre

River good fair poor used

Figure 23

RBWM Public Buildings

A number of public buildings were included in the questionnaire covering leisure, libraries and the main Council buildings. All of the public buildings generally performed well except the Windsor Guildhall, with thirty eight percent of people rating the access as poor. Both libraries were identified as having the best perceived level of access with a good rating by seventy one percent of the participants. Apart from Windsor Guildhall poor access ratings were very low.

A few comments were made in relation to Public Buildings, which included:

•

Provision of changing facilities in addition to accessible WC at the Town Hall

•

Provision of lighting on all steps at York House, Windsor

•

Poor Blue Badge parking at York House and Maidenhead Town Hall

•

Good example of changing type WC facility at Magnet Leisure Centre


•

Ability to pre-book assistance at Maidenhead Library, Magnet and Windsor

Leisure Centre

•

Lack of audio books at Maidenhead Library

RBWM Public Buildings

80

60

40

20

0

180

160

140

120

100 use or

Winds ea d

Tow n

Ha ll e re

Centr sur e Ce nt re ds or

W inds or Leisu gn

Ma et Lei W in

Gu ild ha ll

W in dso r L ib ra ry

Ma id en head L ibra ry good fair poor used

Figure 24

Other information sources reviewed

In addition to the review of information available within the public domain, Tourist

South East (TSE) provided data relating to a recent audit of accommodation within the project area. The audit is carried out every three years with only the headline information available externally via the TSE industry website.

The audit divided accommodation into four categories – Serviced, Self Catering,

Group, Caravan and Camping. Within the audit data, information relating to accessibility and whether the accommodation meets any particular standard is identified. Of the one hundred and thirty eight accommodation places listed only one place, a campsite (Hurley Riverside Park), was identified as meeting a nationally recognised access standard (RADAR). The local Tourist Information recommended


five of the serviced accommodation places as accessible, but this is not a nationally recognised standard.

4.4.5 Summary of key findings from Information Collection and Analysis

1. Information within the public domain across accommodation, retail and eating out sectors was considered poor against accessibility requirements and information relating to access and disabled facilities. Information in relation to

Visitor Attractions was not always provided in an accessible format in general more information regarding facilities and levels of access is required.

Transport Information provided by national organisations was considered good as it was both in an accessible format and provided information regarding access and facilities.

2. Information provided was often inconsistent across the formats and in different publications.

3. In relation to accommodation and access standards only one hotel (Holiday

Inn Maidenhead) within the whole RBWM area demonstrated levels of accessibility recognised nationally. In addition this accommodation stood out regarding the level of information available on both its website and via phone.

4. Differences between indicated service provision was identified when comparing the results of the information analysis and results from the questionnaire particularly in relation to some Visitor Attractions. Site visits are to be made to the attractions identified where this was highlighted.

5. The results from the questionnaire indicated that disabled people use a range of sources of information to plan a journey/holiday and often use more than one source. Some people do not use or have access to the Internet therefore all information sources need to be fully accessible and have a consistent level of accurate up to date information.


5.0 Site Visits


The purpose of the site visits was to establish how well the environment and service performs in terms of access and ease of use, by a wide range of potential users.

This will include (but not limited to) people with hearing, visual, mobility impairments and learning difficulties.

A sample of site visits were carried out to assess levels of accessibility and included the following:

each town centre to include general environment, key public facilities ( for example parking, public toilets, information centre, pedestrian environment,)

Guest

Visitor

Dorney

Slough

Taplow

Two experiential journeys with members of the Access Advisory Forum

5.2 Maidenhead Town Centre

5.2.1 Pre-visit information

There is very little pre-visit information available. The access guide (last published in

1999) provided a good level of access information including a detailed map, the location of accessible Car parks, Shopmobility, and WC’s etc. However, the guide is now nine years out of date and there have been a large number of significant changes with regard to parking and public facilities. Despite there are inherent difficulties associated with keeping such a document updated and accessible to all, the benefits of such a guide should not be underestimated. Consideration should be given to providing similar access information online. This would then allow for easy amendments and updates. It would also allow Council staff and visitors to the area to print copies in advance.

Pre-visit website information links included: http://www.maidenhead.net/ http://www.maidenhead.co.uk/ http://www.visitwindsor.gov.uk/


http://www.rbwm.gov.uk

5.2.2 Trains

First Great Western manages the train station at Maidenhead. The pre-visit

•

•

• information available from the National Rail Enquiries Centre website was inaccurate in regard to a number of access issues.

Finding and getting to the station

•

The station is not well signed from the town centre, for example from the High

Street. Those people unfamiliar with the area may experience difficulties locating the station.

•

The approach to and from the station towards the town centre was obstructed by bicycles parked and locked against rails on the pedestrian route and by vehicles bonnets overhanging the pedestrian route.

The principal entrance to the station is conspicuous.

Step-free access is provided at the principal entrance.

The doors are not powered and as a result may be difficult for wheelchair users and mobility impaired people to open.

•

Towards the South of the station there is a combined bus stop and taxi rank.

The bus stop has a covered waiting area with seating. The taxi rank is marked on the road surface in front of the bus parking bay. When taxis are parked at the rank this arrangement acts to restrict bus vehicle access to the pavement, preventing bus drivers from parking close to the kerb and in an appropriate alignment for safe use a ramp.

Car parking

•

Car parking is provided at the station but no designated disabled parking bays were identified.

•

No designated drop-off or pick-up point was identified. However, users can be dropped off in the car park approximately 3m from the station entrance. A dropped kerb is provided at this point to facilitate the transition from the carriageway to the pavement.


•

On the main pedestrian approach to the station, bicycles stored against railings may form a hazard to people with visual impairments.

Buying a ticket

Ticket office

•

The ticket office is clearly signed (signage of large print and good colour contrasted text) and visible on entering the station.

•

No low-level ticket counter is provided. The ticket counter is approximately

1200mm from FFL. Visibility of the ticket counter attendant and reach to the counter/coin tray will be difficult for some users.

•

Induction loop technology is provided.

•

A Wide Aisle Gate (WAG) is provided for wheelchair users and mobility impaired and encumbered passengers. Queues at the ticket counter are likely to obstruct transit through the WAG.

Ticket machines

•

Two cash/card ticket machines are provided outside the station.

•

Some operating parts, i.e., the coin slot and upper sections of the touch screen are located at a height, which exceeds the recommended 1200mm for access for wheelchair users.

•

Good colour contrast between the text and background on the touch screen is provided (white text on a blue background) although small text size

(approximately 10pt) and the lack of tactile feedback and auditory notification is likely to make these machines difficult to operate for visually impaired users.

•

Whilst the menu structure was considered to be fairly simple and intuitive, users with learning difficulties, may find them difficult to use, and therefore require help from train station staff.

Passenger information

Printed information

•

Printed information is provided at the ticket office and on platforms 2-5.


•

In some cases text does not contrast well with the background, and small text sizes (approximately 10pt) and the use of italics will make this information difficult to read for visually impaired users.

Audible and visual information

•

Both audible and visual information was provided at the station, both within the ticket office and on all platforms.

•

During the audit, audible announcements were clear, intelligible and timely.

•

Real-time visual information consists of departure and arrival screens and next train information. For both displays, text is of an appropriate size and contrasts well with the background.

Figure 25 – Visual passenger information at platform level

Boarding the train

•

Lift access is provided to all platforms, except platform 1. Lifts are monitored by CCTV cameras and operated by staff members within the ticket office.

•

Access to the lifts is located outside the station itself meaning that visitors requiring lift access must enter the station to obtain a ticket then go back out to access the lifts.

•

Lifts are spacious and incorporate colour contrasted buttons with tactile elements.

•

Stepped approaches to platforms incorporate colour contrasted handrails and visual contrasting step nosing for the top and bottom steps.


•

A mixture of colour contrasted accessible seating, including some seats with arm rests, is provided at platform level. However, seating with arm rests is not provided on all platforms.

•

Overhead station canopies shelter platforms 2-5. A small shelter is provided on platform 1, which incorporates seating (see Figure 6).

Figure 26 – Arrangement of platform 1

•

Platforms do not incorporate tactile indicators to help visually impaired passengers to identify the PTI.

•

Wheelchair ramps were observed on both platforms.

WC facilities

•

Accessible WC provision, which reflects current design guidance and is located on platform 4.

•

Users can access the facility using a RADAR key. Customer assistance is provided in close proximity to the accessible WC and clearly signed.

Restaurants/eateries

•

Various restaurants and eateries are provided at platform level. These do not have lowered counters.

Car parking facilities are provided at a number of town centre locations. The Council website provides detailed information on all council run facilities including the


number of spaces, costs, and opening hours etc. The Royal Borough of Windsor and Maidenhead does not charge Blue Badge holders for parking. The number of wheelchair accessible bays available is relatively low (in most cases significantly less than the minimum recommended – see figure 27). While Blue Badge holders are able to park on-street and can use standard car park bays free of charge it should be recognised that the additional space provision offered by a wheelchair accessible bay is often a necessity for many disabled visitors (ambulant and nonambulant). It is also important to provide a significant amount of ‘weather proof parking’, complimented by good lighting conditions, for those likely to take additional time to transfer from their vehicles and load or unload mobility equipment etc.

On street parking specifically identified for disabled people was limited in its provision. There are several bays to the rear of Marks and Spencer on although the pavement at this point is quite narrow.

Figure 27 – Car park accessibility information

No of wheelchair accessible

No of

Location Type spaces

Height spaces

Provided Recommended restrict

Grove Rd

Hines Meadow

Magnet Leisure Centre

Surface car park

Multi-storey

Surface car park

82

1280

248

0

34*

13

5

77

15 no yes no

Stafferton way

Town Hall

West Street

Library

Multi-storey

Surface car park**

Surface car park

Surface car park

576

111

59

Station approach Surface car park 64

*Blue badge holders may park in standard bays for free

**Only for use by the public at evenings and weekends

5.2.4 Bicycles

5

2

4*

0

35

7

4

4

Bicycle storage facilities are provided at a number of town centre locations. These are generally located off main pedestrian routes. They are designed and located so yes no no no no as to minimise obstruction.


There is little information about the location of these bicycle storage areas and their location is not included on the local tourist maps or cycle network maps.

The approach to/from the station towards the town centre was obstructed by bicycles parked and locked against fence railing along the pedestrian route and should be discouraged by providing adequate formal storage at the main entrance

(there is a formal bicycle store at the rear entrance).

5.2.5 Bus

Bus routes and stops within the town centre are relatively scarce. Bus stops generally provide a standard raised kerb height with no formal raised boarding area.

Shelters had adequate weather protection and glazed panels upstream to afford good visual field for approaching buses.

A number of bus stop flagpoles were located well in excess of the 600mm distance from the kerb edge and lacked adequate visual contrast therefore creating an additional pedestrian hazard.

Seating was provided at all bus stops (or adjacent to them) although again these lacked any visual contrast with their surround.

In addition to local public transport, ‘People to Places’ are a local accessible transport provider designed providing specialist accessible transport for disabled people and those with mobility problems. This is a door-to-door service available only to registered users.

Feedback from Shopmobility suggested that reasons for low use of public buses included, inability of drivers to acknowledge the needs of disabled passengers in the way they drive, poorly designed bus stops, lack of seating at or adjacent to bus stops, the availability of more convenient transport such as private vehicles, accessible taxi’s and the door to door service.

Bus stop at Maidenhead station

Getting to and finding the bus stop

•

The bus stop is signed within the station en route to platform 1.

Waiting for the bus

•

The bus stop is sheltered by an overhead canopy.


•

One bench-style seat is provided at the stop. Seats are of an appropriate height (500mm), but do not visually contrast with the surroundings and arm rests are not provided.

•

Sheltered space is provided adjacent to bench seating for wheelchair users and assistance dogs.

•

Travel information is provided at the stop in printed form. No real-time visual information is provided.

Boarding the bus

•

The pavement was sufficiently wide to accommodate the deployment of a wheelchair ramp.

•

Raised bus boarding is not provided.

Figure 28 – Bus stop at Maidenhead station

Bus stop (High Street/Market Street)


•

Two bus shelters are provided at the High Street/Market Street junction.


•

The bus shelter is constructed mainly from glass. This allows users good visibility buses arriving at the stop and any external visual travel information


displayed on the vehicle itself. Manifestations are present on glazed surfaces.

•

Two sheltered bench-style seats are provided at the stop. Seats are of an appropriate height (500mm) and visually contrast with the surroundings.

Seating with and without arm rests is provided.

•


•

Travel information is provided at the stop in both printed and real-time format.

Printed information consists of large text, which visually contrasts with the background. A map of Windsor is provided, however, the use of small text to highlight key features may be difficult to read for visually impaired users. The printed information is located at an appropriate height for all users.

•

Real-time information boards are appropriately positioned within the shelter and free from glare. Text size and colour ensure that the displays are accessible to all users.

Figure 29 – Bus shelter design


•

During the audit, all buses arriving at the stop were wheelchair accessible.

•

The pavement is sufficiently wide (2-3m) to facilitate the deployment of a wheelchair ramp.

•

A number of factors were identified that could adversely affect access onto the bus: o A raised bus border is not provided


o None of the buses arriving at the stop utilised the kneeling capability of the vehicle

5.2.6 Taxi’s

The RBWM website stated that there are currently 83 Taxi cabs available within the borough and a proportion of these are accessible.

Taxis are available at the main station and a number of Taxi ranks are around the

Town centre. During the visit no accessible Taxi vehicles were identified.

The taxi ranks were not clearly identified. When there are no accessible taxis at the ranks, they are likely to prove difficult to identify. There was no information provided on how to request an accessible vehicle when none are present.

Taxi rank at Maidenhead station

Finding and getting to the taxi rank

•

The taxi rank is approximately ten metres from the principal entrance to the station and is appropriately signed. Parked taxis are also indicative of the location of the taxi rank (during the audit six taxis were parked at the rank).

•

Users are not required to cross any vehicular routes en-route to the taxi rank.

•

At the time of the audit, of the parked taxis, 5 were saloon cars and 1 a wheelchair accessible vehicle (Peugeot E7).

•

No seating is provided at the taxi rank.

•

No information is provided at the rank for users wishing to book a taxi or enquire about wheelchair accessible services.

Boarding a taxi

•

There is limited space on the pavement adjacent to the taxi rank for the deployment of a wheelchair ramp, from both rear-loading and side-loading vehicles.

•

Space between parked cars is limited and would not facilitate the deployment of a wheelchair ramp from a side-loading vehicle, e.g., Peugeot E7.


•

It is envisaged that when the rank is full of parked taxis, a vehicle would have to move from the rank into vehicular access routes in the car park. This is problematic for the following reasons: o Would compromise passenger safety; o Deploying the ramp onto the carriageway would present a ramp gradient that would prove difficult for some wheelchair users to negotiate. Best practice guidance suggests a ramp gradient of 7º is acceptable. Due to the height of many vehicle floors, this can only often be achieved when the ramp is deployed onto a 125mm kerb. o There is no dropped kerb in close proximity to the taxi rank for users wishing to move between the pavement and carriageway. Problematic to gain access to a wheelchair accessible vehicle that is not able to deploy the ramp at pavement level. o The height of the kerb is 300mm and is likely to be difficult to negotiate for mobility impaired and older people. This was observed during the audit.


There is no current Park and Ride facility providing direct access to Maidenhead

Town centre.


The Shopmobility scheme is located in the basement of the Nicholsons Multi-storey car park off the Broadway.The scheme provides manual and powered wheelchairs and scooters for use in Maidenhead town centre. Users of the scheme must be registered and are advised to book in advance. A small charge is made for the loan of the equipment.

The Shopmobility team attend a number of local events providing access to mobility equipment in and around the attended event. Parking is free and there are twentyeight accessible parking bays within the multi storey car park.

5.2.9 General circulation and wayfinding

Circulation routes in and round Maidenhead Town Centre were generally level and even. The central shopping area consists of a paved pedestrian precinct. This has


the advantage of restricting traffic access and improving ease of pedestrian mobility.

The disadvantage is that the pedestrianisation of the high street has in effect increased travel distances for mobility-impaired visitors who now have to be dropped off.

In general the pedestrian area on the high street was level and even. However there was, one section of paving outside Topshop/MacDonalds where the paving was noticeably uneven and likely to present a significant trip hazard to some visitors.

The rise and fall bollard at the end of the high street appeared to be inactive. This may allow additional, unauthorised vehicle traffic to use the pedestrian area, creating additional hazards and concerns and therefore should be rectified at the earliest opportunity.

Parking on pavements was not considered a significant problem although it was evident in several places during the audit.

Obstruction of pedestrian routes by vehicles, waste bins, and ‘A’ boards was evident and can form a significant barrier to access (particularly to visually impaired visitors)

The majority of dropped kerbs in the town centre did not comply with the maximum total rise of 6mm, although some were flush.

Dropped kerbs were generally accompanied with appropriately designed and positioned tactile paving. The dropped kerb at the end of station approach (where it joins King Street) lacked tactile paving and given that this is effectively at the end of a straight run from the station.

The town centre pedestrian crossings are equipped with visual, auditory, and tactile information about crossing. However, during the audit a significant number of

‘rotating cones’ did not appear to be functioning. The time given to negotiate the crossings should also be reviewed on all crossings. In some cases as little as six seconds were provided to allow pedestrians to cross a dual carriageway route.

Signage around the town centre would appear to benefit from increased visual contrast between the sign lettering and its background. There is also occasional lack of consistency between information presented on signposts with some destinations suddenly being omitted, despite them not having been reached.


In general there were no apparent excessive crossfall gradients. Covers, gratings and joints generally appeared to be appropriate and not likely to cause a trip hazard.

When Utilities or general street works are undertaken, care should be taken to prevent obstruction of a pedestrian route. Where this is unavoidable appropriate counter measures should be deployed. Such measures should include appropriate notification; clear signage and appropriate hazard warning equipment; clear signage of an alternative, accessible and safe routes; the provision of temporary dropped kerbs and/or ramps where the carriage way is given to pedestrian use. Such measures should be regularly checked for the duration of the works. During the assessment, works were being undertaken that did not have adequate barriers and/or warnings suitable for disabled people.

Temporary structures (such as scaffolding, skips etc) impacting upon the pedestrian routes should also be clearly identified and alternative routes clearly marked. There were a number of examples where this had been done appropriately.

The proliferation of bollards in an attempt to prevent pavement parking may in itself create significant barriers, particularly to visually impaired visitors. Bollards were of a suitable height and provided a contrasting band to improve visibility. The proliferation of such bollards is likely to increase access issues particularly for visually impaired visitors.

The pedestrianised approach along King Street provided a number of seating areas although the opportunity to sit is reduced along the High Street and within the

Nicholson Centre. Although seating is provided in some areas, it often does not include an armrest feature, which may be important for some ambulant disabled people to assist then into and from either a standing or sitting position. The lack of seating was raised by a number of respondents using the Shopmobility scheme.

There is no automated wayfinding equipment provided within the town centre although there are maps provided at regular intervals and these are accompanied by personal map dispensing machines.

There are a number of significant gradients in and around the town centre. In some cases these gradients exceed current design guidance either because they are too


steep or because they are quite long (or a combination of these). It is recognised that level changes are in some cases difficult or impractical to overcome. However, where this has been considered and no suitable alternative identified it would be useful for such gradients to be clearly identified, particularly in pre-visit information and/or tourist/visitor maps.

There were few pinch points on the main circulation routes but some areas such as the south side of the High Street, near the junction of St Ives road it narrowed to

1340mm, and the pavement to the rear of Marks and Spencer.



The general level of accessibility in the town centre to retail facilities is good. All the shops within the Nicholsons Centre have level access thresholds and adequately wide door widths. Doors to and from the Nicholson Centre are automated and circulation space in the centre is good. The shopping mall is used as a dynamic retail space and care should be taken to ensure retailers do not exceed their allotted demise and therefore creating an additional trip hazard or width restriction etc. The

Nicholson centre provides ease of access to the Town’s Shopmobility service and provides a range of accessible WC’s.

Many of the shops on the high street itself are reasonably accessible. Many of the larger stores have adapted their entrances to provide level access and automated entrance doors. There are a number of retailers who have not removed the physical barrier to independent access (towards the eastern end of the high street), but several of these have implemented advertised strategies for overcoming the physical feature. However, more thought about reasonable adjustments is required.

Some retailers have call buttons located in inaccessible locations (either too high or up a step) and some had signs ironically asking visitors to enquire within about the reasonable adjustments available. Other retailers have access to their ground floor facilities but not to their first floor facilities, which in some cases may be considered unique facilities.

Although physical barriers to access have been addressed by a majority of retailers there are still issues of management procedures that remain. A number of retailers, despite having provided reasonable access into the premises then unnecessarily restrict access by filling doorways with goods or advertising ‘A’ boards. This form of barrier to access is then continued inside the premises by narrow aisles and tight circulation areas with very little space for turning, restricting circulation routes and creating potential trip hazards.

5.2.11 Public conveniences

There is a general lack of public accessible WC facilities within the town centre. The existing facilities at the Nicholson Centre, the Town Hall, and the library have limited access as they can only be accessed during office hours. At night and weekends the


general overall provision is severely restricted with many disabled visitors having to rely on the facilities provided by the larger high street stores. The new Sainsbury’s

Food store incorporates an externally accessed wheelchair accessible WC although it was not apparent for how long this was left unlocked. Of those accessible WC provided none met the current design guidelines for an accessible WC.

Furthermore, none of the ambulant facilities catered for the needs of ambulant disabled visitors or those with visual or sensory impairments.

5.2.12 Public buildings

The main library, a modern listed building is perhaps the most significant source of visitor information. However, the library itself has no accessible parking provision. At present the library may be accessed by a rather long (12m) and steep (1:14) ramp to the principal entrance. It is planned to provide an alternative ramped approach with an improved gradient for people therefore providing easier access.

There is an additional stepped entrance off St Ives Road although this also lacked some access features (handrails on both sides, tactile warning etc.). The out of hour’s return drop-off window is located at the head of these steps.

The Town Hall (opposite the library) has a slightly more accessible approach and a good standard of access and circulation at the principal entrance. The entrance redesigned in 2005 now has a customer service centre, comfortable waiting areas, refreshments and a children's area. The re-design took the opportunity to remove several barriers to access and the new entrance area is spacious, provides level entry and new accessible WC facilities. The WC facilities themselves are relatively spacious but do not comply with current accessible WC design guidance.

The facilities available at both the Town Hall and the library are only available during opening hours.

5.3 Windsor and Eton Site Visits

5.3.1 Pre-Visit Information

Given Windsor is a tourist destination there is information about places to visit, retail outlets, places to eat and public transport. Both printed and website information is


available. In relation to information regarding access and facilities, the Access Guide is still available which is now considered out of date. A chapter within the Visit Guide published by the RBWM has been dedicated to accessibility and provides some information.

Pre-visit website information links included: http://www.visitwindsor.gov.uk/

http://www.rbwm.gov.uk

http://www.thamesweb.co.uk/windsor

http://www.windsor-berkshire.co.uk

5.3.2 Windsor and Eton Central Station

Finding/getting to the station

•

There are three pedestrian access routes into the station: o From Thames Street, through the shopping mall o From King Edward Court o From the coach park

•

The train station is suitably signed from each of these access routes.

•

From Thames Street, there is level access into the station, although they are required to negotiate an incline (gradient varies between 1:12 – 1:15, over approximately 25m) when first entering the shopping mall (figure 30). The travel distance through the shopping mall to the station is approximately

300m.

•

From King Edward Court, a stepped approach, ramp and lift, facilitate access to the train station. The stepped approach is poorly designed as it does not incorporate appropriate tactile indicators at the head or foot of each flight, highlighted nosings, or colour contrasted handrails (see figure 31). The handrail profile is poor. The lift is not signed or clearly visible for users when exiting the station at this point (see figure 32).


Figure 30 Figure 31

•

Steps and a through lift provide access to the train station for users approaching from the coach park. A through lift is one where there are two doors at either end of the lift cab. Through lifts remove the need for wheelchair users to turn around in the lift. The stepped route consists of 4 full flights of steps (8-10 steps per flight). No tactile indicators or colour contrasted nosings are provided. Colour contrasted handrails are only provided on one side of each flight

•

Signage at the bottom of the lift shaft (at the coach park level) suggests that during certain times of the day, the lift would not be in operation, although these times are not specified. Users are not informed of this at platform level.

Signage is poorly maintained Access between the coach park and the train station when the lift is out-of-service would therefore not be possible for wheelchair users, who would have to find an alternative route. An alternative route is not signed.


Figure 32 – (left) Steps between coach park and station and (right) Lift at coach park level and associated signage.

Car parking

•

No car parking is provided specifically for use by those using the train station

(confirmed by First Great Western attendant at the time of the audit).

•

At the Entrance to the Shopping Mall (on Thames Street), in which the train station is located, 3 designated disabled parking bays are provided for blue badge holders.

•

The designated disabled parking bays are approximately 500m from the train station ticket office. Level access is provided between the bays and the station entrance.

Buying a ticket

Ticket office

•

The ticket office is clearly signed (large print and good colour contrasted text) and visible on approach to the station from the shopping mall.

•

On arriving at the train station, the ticket office was closed (at 10:00am) despite signage indicating that on weekdays it will be open at 06:40am. A user at the station at the time of the audit commented that this is a particular problem for his son, who is profoundly disabled, and finds it difficult to use the ticket machines.


•

The ticket counter is 1000m from the Finished Floor Level (FFL) with no lowered ticket counter provided for use by wheelchair users and those of short stature. Furthermore, the card reader would be difficult to reach for wheelchair users as it is located at a fixed height of 1300mm (100mm higher than the recommended guidance in DfT’s ‘Inclusive Mobility’ document).

•

Induction loop technology is available.

•

Timetable located from overhead artificial lighting as it is located behind a glass screen, making it difficult to read.

Ticket machines

•

Two cash/card ticket machines are provided at the station. At the time of the audit, one of the ticket machines was not fully functional and would not accept change.

•

Some operating parts, i.e., the coin slot and upper sections of the touch screen are located at a height which exceeds the recommended 1200mm for access for wheelchair users and those users of short stature and limited reach.

•


(approximately 10pt) and the lack of tactile feedback and auditory notification is likely to make these machines difficult to operate for visually impaired users.

•

Whilst the menu structure was considered to be fairly simple and intuitive, people with learning difficulties may find them difficult to use, and therefore would require help from station staff. It was evident from the audit that station staff members are not always available to assist.




•

Printed information is provided at the ticket office and on the platform.

•

Whilst text offers suitable visual contrast, the text is small (approximately

10pt) and often italicised.

•

Additional such as how to book for assistance is provided.

Audible/visual information

•

Both audible and visual information is provided at the station.

•


•

Real-time visual information is presented on the station concourse. Text is of an appropriate size, and contrasts well with the background. The uncluttered format, and simplicity of information provided (only one service goes from this station) means that the information is easy to interpret.

Navigational aids

•

A map of the shopping centre, which includes the train interchange, is located within the train station and specifies the location of facilities such as the tourist information centre, cash points, public telephones, lifts, and WC provision. Whilst the content of the map is accessible, the orientation of the map does not reflect accurately the layout of the centre from that particular point, and is therefore counter-intuitive and likely to be difficult to interpret.


•

Level access is provided from the ticket office to the platform. The platform is clearly signed.

•

Seating is provided at intervals along the platform and is sheltered by the station canopy. However, the seating was cold to the touch and did not provide armrests. With a seat height of 600m, some users e.g., mobility impaired and older users, may find it difficult to sit down/rise from the seats.

The seating does not contrast well with some adjacent surfaces as it is the


same colour as the black railings in which it is integrated (see figure 33). This may make it difficult for Visually Impaired person’s to identify and use.

•

Platforms do not incorporate tactile indicators to help visually impaired passengers to identify the platform edge.

•

On speaking with the station assistant, First Great Western does have a wheelchair ramp to facilitate level access onto the train at this station. No wheelchair ramp was visible on the platform during the audit. Users would have to book assistance twenty-four hours in advance.

Figure 33 – Platform seating

WC facilities

•

No WC facilities are provided within the train station itself.

•

WC provision, including accessible facilities/baby change room, is provided approximately 100m from the station within the shopping mall – “The

Concourse”. Whilst directional signage from the train station to the WC provision is good, the map of the centre indicating the position its position is likely to be difficult to interpret (see “Navigational aids”).

•

Once within The Concourse, there is a lack of directional signage to WC provision. Signs highlighting the location of the WC provision are obscured in a visually cluttered environment.

•

Level access is provided to the wheelchair accessible facilities. WC provision for wheelchair users is accessible (reflects current Part M requirements) incorporating for example, suitably contrasting fixtures and fittings, adequate


space for left-handed transfer, an alarm, and appropriately positioned handrails. In addition, a wheelchair accessible baby change table is provided. A RADAR key is not required to access this facility.

•

Users are required to negotiate steps to get to the male and female WCs.

Whilst step nosing are highlighted to denote the change in level, tactile indicators at the head and foot of the stairs are not provided.


•

No provision has been made for restaurants/eateries within the station itself, although wheelchair accessible retail units, e.g., Café Nero, are located within the shopping mall (approximately 20m from the ticket office).

5.3. 3 Windsor and Eton Riverside Station


•

Windsor and Eton Riverside station is appropriately signed from shopping areas i.e., Thames Street/Peascod Street. Controlled crossings are provided to facilitate travel to the station

•

There are two entrances to the station: o Level access is provided at the principal entrance to the station on

Farm Yard Road. o A second entrance to the side of the station is provided but this does not provide step-free access. There is no signage at this entrance notifying users that there is an alternative step-free entrance to the front of the building.

•

At certain times (usually after 20:30pm), the accessible entrance will be closed, leaving only the stepped entrance/exit although on the website

(www.nationalrail.co.uk/stations) states that the station is manned from

6.00am until 23.59pm. If the station is staffed, assistance will be provided. A member of the Access Advisory Panel regularly uses the station and has been advised that if his expected arrival time is after the station is closed, then he will have to get off at Staines and use a taxi to Windsor. The train operator will refund the taxi fare however this journey is dependent on whether an appropriate accessible taxi can be identified.


Car parking

•

The station car park is located approximately 150m from the principal station entrance.

•

3 designated disabled parking spaces are provided. These are located at the entrance to the car park, thus minimising travel distances to the station.

•

Disabled parking bays do not incorporate access zones. If all 3 parking spaces are occupied, it may prove difficult for users to get in and out of their car, especially if the user wishes to transfer to a wheelchair.

•

The ticket machine closest to the disabled parking bays is not wheelchair accessible, partly due to the fact that it is located on a raised surface. The height to the coin slot is 1600mm.

•

Two disabled parking spaces are located on Farm Yard Road, approximately

5m from the accessible station entrance. These are designated for blue badge holders.

Buying a ticket

Ticket office

•

The ticket office is clearly signed (large print and good colour contrasted text) and visible on entering the station at the principal entrance.

•

Ticket counter is 960m from FFL with no lowered ticket counter for use by wheelchair users and those of short stature.

•

Induction loop technology is available but this facility was not clearly signed.

Ticket machines

•

Some operating parts, i.e., the coin slot and upper sections of the touch screen are located at a height, which exceeds the recommended 1200mm for access for wheelchair users.

•


(approximately 10pt) and the lack of tactile feedback and auditory notification


is likely to make these machines difficult to operate for visually impaired users.

•

Whilst the menu structure was considered to be fairly simple and intuitive, users with learning difficulties may find them difficult to use, and therefore require help from train station staff.



•

Printed information is provided at the ticket office and on the station concourse.

•


•

No access-specific information was provided, e.g., how to book assistance.


•

Both audible and visual information is provided at the stations.

•


•

Real-time visual information is presented on a screen on the station concourse. Text is of an appropriate size, and contrasts well with the background. The uncluttered format and simplicity of information provided means that the information is easy to interpret. The screen is free from glare.

•

Real-time visual information is provided on both platforms. Suitable text size and colour contrast ensure that this information is accessible.


•

The station concourse is a largely open space, providing unobstructed walkways from the ticket office to both platforms. All fixtures and fittings, e.g., bollards, pillars, seating, visually contrast with adjacent surfaces. Excessively patterned surfaces and reflective surfaces are avoided.

•

Level access is provided from the ticket office/station concourse to the platforms. The platforms are clearly signed.


•

Colour contrasted accessible seating, including arm rests, is provided at intervals along platform 1 (see Figure ) but not platform 2. Both platforms are sheltered.

•

Platforms do not have tactile indicators to help visually impaired passengers to identify the PTI.

•

Wheelchair ramps were present on both platforms (see figure 34).

•

Help points with induction loop technology are provided on both platforms, but these were not tested as part of this study.

Figure 34 – Configuration of platform 1 at Windsor and Eton Riverside station

WC facilities

•

A Unisex wheelchair accessible WC, which reflects current design guidance, is provided. The signage to this facility is less conspicuous than the signage for the standard male and female WC provision (see Figure 5).

•

The clear space in front of the accessible WC is tight (less than

1500mmx1500mm) and likely to be difficult for some wheelchair users to negotiate. This information is not available pre-visit. At the time of the audit, the door to the accessible WC was stiff and as a result extremely difficult to close. This is likely to cause wheelchair users and those people with limited mobility, difficulties.


•

The wheelchair accessible WC uses a RADAR key. For users who do not have a RADAR key, staff at the ticket office will facilitate access. However, it should be noted that when the station is not staffed, this facility would be unavailable to users who do not have a RADAR key. This information was not made available to the public.

•

The wheelchair accessible WC incorporates a wheelchair accessible baby change table. Visual contrast of some fixtures and fittings was poor.

Figure 35 – WC provision


•

Two restaurants/eateries are provided on the station concourse. These do not have lowered counters.

5.3.4 Car Parking

Within Windsor there are a number of parking facilities available in addition to limited on street parking. The majority of the car parks are managed by RBWM with King

Edward Court Multi storey, Windsor Riverside Station and Thames Street car park managed privately.

Many of the car parks had no designated disabled parking provision although people were advised that they could park in standard bays however it should be recognised that the additional space provision offered by a designated accessible parking bay is


often a necessity for many disabled visitors (ambulant and non-ambulant). For Blue

Badge holders the RBWM does not charge for parking.

The number of designated disabled parking bays available is relatively low and below the recommended 6% for general use parking (see figure 36).

Figure 36

No of designated disabled

No of

Location Type spaces

Height accessible spaces restrict

Provided Recommended

Alexandra Gardens Surface car park 198 2/3 5

Alma Road Surface car park 101 0 6

East Berks College

Home Park Park & Ride

King Edward Court

King Edward VII

River Street

Surface car park* 112 2

Surface car park 141 4

Min.6 at

Multi-storey shopmob.



7

8

11

8

yes

Romney Lock Surface car park 94 0

Victoria Road multi storey Multi-storey 206

Windsor Library Surface car park 15

Windsor Leisure Centre Surface car park 249

4

7

5 identified

York House

Eton Court

Meadow Lane, Eton

Underground car park**

Surface car park

Surface car park

92

57

48

2

1

0

5

12

1

15

5

3

3 yes yes yes yes

* Only available at weekends

** Only available at weekends and evenings

A number of issues were identified in relation to parking facilities within Windsor including;

•

Where designated disabled parking bays were identified, surface markings did not reflect current design guidance in relation to the marking of an access zone at the rear of bay .The only exception was parking bays in King Edward

Court multi storey which has been recently refurbished


•

•

•

•

•

•

•

•

In some car parks (Home Park for example) the designated disabled parking bays did not reflect the correct dimensions

In some car parks, disabled parking bays markings were fading

Access to the parking meters was in some cases via a single step and not considered fully accessible, this is not considered a high priority because currently RBWM policy is that Blue Badge holders do not pay for parking

Some of the controls on the parking meters were in excess of 1200mm, with the height further increased if the meter was raised. Current design guidance recommends that ticket dispensers should be between 750mm and not more than 1200mm above ground level.

The drop kerbs providing access from the two designated parking bay to the path in Alexandra Gardens were considered excessively steep (in excess of

1:6) and did not meet current guidance

Within the Alexandra car park there is an information board displaying a large map of Windsor identifying key visitor attractions however the map is out of date as the previous location of the tourist information centre is indicated, not the current location. Also information is at a height difficult for a person seated or of short stature to access.

The location of designated disabled parking bays should also consider the pedestrian routes and means of access to and from the parking areas. For example the vehicle access route to Home Park there are a number of significant speed humps installed along the route, travelling in a vehicle negotiating the speed humps is not always comfortable for a disabled person to travel over.

With the exception of the six Shopmobility spaces, blue badge parking in King

Edward Court is not free. The disabled parking spaces are often empty; this increases pressure on the other car parks where Blue Badge users park for free.


Figure 37 – River Street Disabled parking spaces

5.3.5 Taxis

Taxi rank at Windsor and Eton Riverside Station


•

The taxi rank is located approximately 1m from the principal entrance to the station. There is space for two taxis to wait. Users are not required to cross a vehicular route to access the taxi rank.

•

The taxi rank is clearly signed, but there are no taxi firm numbers presented at the rank and no information regarding booking an accessible vehicle.

•

The train station staff confirmed that they could provide taxi numbers for firms that operate wheelchair accessible services. However, they can only do this when the station is staffed.

Boarding a taxi

•

During the audit a mixture of taxi vehicles used the taxi rank, including saloon cars and wheelchair accessible vehicles i.e., black cab.

•

The pedestrian walkway adjacent to the taxi rank is narrow (1100mm) and unlikely to be suitable for the deployment of a wheelchair ramp (see Error!

Reference source not found.

38). Whilst the width of the pavement is greater at the principal entrance, deploying the ramp at this point would be an obstruction to passenger flows. In both cases, space for negotiating onto a wheelchair is not suitable.

•

Seating is not provided at the taxi rank. The width of the pedestrian footway would not accommodate seating adjacent to the taxi rank.


Figure 38 – Lack of space for the deployment of a wheelchair ramp

Taxi rank (Thames Street)


•

The taxi rank is located directly opposite the principal entrance to the shopping mall on Thames Street. The taxi rank is approximately 200m from the station ticket office.

•

The taxi rank is poorly signed, and street furniture (e.g., planters and signage) located on the approach to the taxi rank from the shopping centre obstructs sightlines to this facility. As a result, the location of the taxi rank is not immediately obvious. However, the presence of taxis at the rank during the audit helped to highlight its location (see Figure 39).

•

An uncontrolled crossing facilitates access to the taxi rank and is located only approximately 15 m from the rank. Tactile paving was provided at this crossing (see Figure 39).

•

An attendant at the tourist information centre suggested that if there are no wheelchair accessible taxis at the rank there is a number to call, displayed at the rank, from which these services can be booked. Whilst a taxi firm number was provided at the rank, there was no mention of wheelchair accessible services. Tourist information provided a number for another taxi firm who operate wheelchair accessible vehicles.


Figure 39 – (left) Poor signage at the taxi rank and (right) use of tactile paving at uncontrolled crossing on Thames Street

Boarding a taxi

•

During the audit a mixture of taxi were present at the taxi rank including saloon cars and wheelchair accessible vehicles such as the black cab and adapted vehicles, for example, the Peugeot E7.

•

Seating is provided at the taxi rank, although this was not specifically for use by those waiting for a taxi. The seating was not sheltered and lacked arm rests.

•

Sufficient space is provided for the deployment of a wheelchair ramp onto the pavement without obstructing pedestrian flows.

5.3. 6 Bus stop (Thames Street)


•

A double-bay bus stop is located approximately 5m from the principal entrance to the shopping centre on Thames Street.


•

The bus shelter is constructed mainly from glass. This allows users good visibility of buses arriving at the stop and any external visual travel information displayed on the vehicle itself. Manifestations are present on glazed surfaces but are not particularly effective and do not comply with current best practice guidance.


•

Two sheltered bench-style seats are provided at the stop. Seats are of an appropriate height (500mm), visually contrast with the surroundings and are not cold to the touch. However, armrests are not provided.

•


•

Travel information is provided at the stop in both printed and real-time format.

Printed information consists of large text, which visually contrasts with the background. A map of Windsor is provided, however, the use of small text to highlight key locations may be difficult to read for visually impaired users.

The printed information is located at an appropriate height for all users, but is partially obstructed by a supporting pillar within the shelter.

•

Real-time information displays are appropriately positioned within the shelter and free from glare. Text size and colour ensure that the displays are accessible to all users.


•

During the audit, all buses arriving at the stop were wheelchair accessible.

•

A number of factors were identified that could adversely affect access onto the bus: o A raised bus border is not provided; o Cars parked in bus bays prevented the bus from pulling up close to the kerb. Users were required to step onto the carriageway before stepping onto the bus. This significantly increases the stepping height into the vehicle (particularly problematic for mobility impaired people), affects the usability of the wheelchair ramp significantly, and compromises the safety of passengers.


Figure 40 – (left) Cars parked in bus bay and (right) printed information at the bus stop

5.3.7 Windsor Coach Station

Finding and getting to the coach park

•

Users can gain access to the coach park via a number of pedestrian routes.

For the purposes of this audit, only the route through the train station and shopping mall is considered as this route experiences the greatest footfall and is the most direct route to the town centre.

•

The pedestrian route between the coach park and Windsor and Eton Central station consists of a stepped route and a through lift. As discussed in section

1 there are a number of accessibility issues with this arrangement. These are summarised here: o No tactile indicators or colour contrasted nosings are provided on the stepped access route. Colour contrasted handrails are only provided on one side of each flight (see Error! Reference source not found.

). o Signage at the bottom of the lift shaft (at the coach park level) suggests that during certain times of the day, the lift would not be in operation, although these times were not specified. Users were not informed of this at platform level. Signage is poorly maintained (see

Error! Reference source not found.

).

•

Dropped kerbs are provided at intervals throughout the coach park to allow wheelchair users arriving by coach to move between the carriageway and pavement.


•

At platform level, on exit from the walkway to/from the coach park, there is no signage directing people to the shopping centre. Furthermore, there is no signage at platform level indicating that there is lift access to the coach park.

•

The retail area at the coach park provides users with appropriately designed seating (see figure 41).

Figure 41 – (left) Retail area at the coach park and right) WC provision and poorly signed attendants office

Car parking

•

Car parking is provided within the coach park but there are no designated disabled parking bays. Blue badge holders are exempt from parking charges.

•

Dropped kerbs provide level access to ticket machines.

•

•

WC facilities

•

Two wheelchair accessible WCs are provided at the coach park. The facilities reflect current design guidance in relation to internal dimensions but not in relation to fixtures and fittings. There is a lack of a drop down rail in both facilities and they both offer a left handed transfer. Both male and female WC provision incorporates accessible baby changing facilities.

WC provision is well signed.

Accessible WC can be accessed with a RADAR key. For users who are not in possession of a RADAR key an attendant is available to unlock the


facilities, although users are not informed of where to go if they require assistance. The attendant’s quarters are not signed (see Figure 47).

•

Wheelchair accessible WCs are only available between the 8:00 and

18:00hrs


Home Park ‘Park and Ride’ Facility

The bus service runs from the car park to the Guild Hall every 15-20 minutes from 07.00hrs to 19.00hrs, Monday to Friday no fare is charged

Service is run by Courtney Coaches on behalf of the RBWM

The bus used was accessible with an integral ramp and designated wheelchair space however the infrastructure at the car park would not permit the use of the ramp safely

The bus stop did not have a raised pedestrian area therefore passengers could not benefit from the reduced step height if accessing the bus from a pavement height i.e. 125mm to 140mm

Since the revised parking charges in King Edward Court many people who work in Windsor are now using this facility

Legoland ‘Park and Ride’ Facility to Windsor Town Centre

•

park and ride facility to Windsor via a scheduled bus service operated by the

First Group (bus service 191/701/702)

•

park and ride service signposted from A332 after exiting the M4

•

area for parking just off the A332 before the park entrance

•

bus stop by Legoland Staff Entrance

Getting to car park

•

Pedestrian route from bus stop to parking area, approximately 100m in distance with a slight incline

•

Crossing point with drop kerbs to cross access road to Legoland. On date of site visit ,‘A board’ was located on pavement (see figure 42)

•

Pinch points on route by gate, 960mm in width

•

Large surface car park with unsealed finish managed by RBWM


Figure 42 - Legoland Park and Ride Facility

Car Park spaces

•

No defined spaces with no designated disabled parking spaces

•

Unsealed

•

Undulating uneven surface

Ticket Machines

•

Parking is free

Bus stop

•

Covered shelter with seating with no arms and space for wheelchair/pushchair/assistance dog user

•

Kerb height 120mm

•

Adequate space for ramp to be lowered and wheelchair user to access bus by bus stop

•

Minimum path width 1000m


Windsor Castle is located on a steep hill with the town developing around the castle area therefore there are a number of significant gradients in and around the town centre. In some cases these gradients exceed current design guidance either because they are too steep or because they are quite long (or a combination of both). It is recognised that level changes are in some cases difficult or impractical to overcome.


Particular areas where the gradient was considered steep which maybe considered a barrier for some people include parts of the Thames Street , Peascod Street

(Castle end), River Street and the approach to the Castle. Where consideration has been given and no suitable alternative identified it would be useful for such gradients to be clearly identified particularly in pre-visit information and or tourist/visitor maps.

Other historic towns (for example York, Winchester) faced with similar barriers have developed specific routes suitable for people with limited mobility.

Some circulation routes in and round Windsor town centre were considered generally level and even, particularly King Edward Shopping Centre, Royal Windsor

Shopping centre, Eton High Street and St Leonards Road. King Edward Court also benefits from the provision of a lift, ramped and stepped approach to provide access to the station area. Parts of the central shopping area consists of a paved pedestrian precinct, this has the advantage of restricting traffic access and improving ease and safety of pedestrian mobility, however vehicular access along Peascod Street is still permitted before 11am and after 4pm for deliveries. Between those times pedestrians need to be aware of vehicles.

Unfortunately, with vehicles still accessing this street, this affects the durability of the pedestrian environment and can damage surfaces. There are examples along

Peascod and the High Street of damage to the surface where a temporary repair has been carried out, filled with tarmac but still with surfaces raised presenting as a potential trip hazard.


Figure 43 – Thames Street pavement repairs and signage and on right

Peascod Street deliveries

The downside to pedestrianisation of the high street environment leads to increased travel distances for mobility impaired visitors however Windsor benefits from an established Shopmobility scheme to provide people with assistance to access the town centre areas where vehicular access is not possible.

In general the pavements were considered to be level and even offering a good surface however in a few areas the pavements were in a poor state of repair.

Pavement width appeared adequate in the main shopping areas however a reduced pavement width was in evidence along Eton High Street and St Leonards Road.

Current guidance recommends a clear width of 2000mm, which will allow two wheelchair users to pass one another with a minimum of 1500mm. The width along

Eton High Street and St Leonards Road in places was only 1000mm. The pavement width was not always maximized due to a range of obstructions ‘A’ boards, litterbins, planters which can form a significant barrier to pedestrians. Around the town centre there was evidence of a range of obstructions along pedestrian routes, these can present as barriers to people with a range of impairments and should be avoided.

Sections of the pedestrian route to the River Street car park, for users approaching from the Windsor Riverside station (along Thames Avenue) are partially obstructed by trees. This significantly reduces the clear unobstructed width of the pavement to

600mm and therefore may prove difficult to negotiate for wheelchair users.


Furthermore, the uneven walkways around the trees are a potential trip hazard for pedestrians, particularly visually impaired people (see figure 44).

Figure 44 – Pedestrian routes to River Street car park from Windsor and Eton

Riverside Station

Parked bicycles can also become a barrier even when parked at appropriate racks.

Figure 45 Bicycle parking

The area known as ‘Guildhall Island’, access for some people maybe problematic with a lack of dropped kerbs and cobbled streets, any improvements maybe difficult because of the historic nature of the environment. Again the pedestrian environment is hindered by table and chairs located on the pavements.


The proliferation of bollards around the town centre area in an attempt to prevent pavement parking and address security issues may in itself create significant barriers, particularly to visually impaired visitors. The majority of bollards, were of a suitable height but did not always provide a contrasting band to improve visibility as per current guidance. Some bollards were not highly visible against their background and again pose as a potential barrier for example a grey bollard outside

East Berkshire College on St Leonards Road. The proliferation of such bollards is likely to increase access issues particularly for visually impaired visitors. Some rise and fall bollards were below the recommended height of 1000mm and therefore may not be clearly identified. Examples the pedestrian route to Royal Windsor Shopping from the High Street and also the entrance to Alexandra Gardens from Goswell

Road.

The town centre pedestrian crossings are equipped with visual, auditory, and tactile information about crossing. The crossing controls are recessed and therefore not always accessible to some people with limited dexterity, newer controls are now available which enable a person with limited dexterity to operate with a fist. The time given to negotiate the crossings should also be reviewed on all crossings to ensure there are adequate timings. Many of the pedestrian controlled crossings within

Windsor town centre either had no tactile indication or inappropriate tactile indication for a crossing. Some crossings had tactile on one side and not the other for example the junction of St Leonards and Albany Road, others with none at all junction of

Sheet and Victoria Street. Tactile paving surfaces are used to convey important information to visually impaired pedestrians if the information is incorrect or absent a visually impaired person cannot benefit from the provision of a safe place to cross or think it is a safe place to cross when in fact it is not. Care also needs to be taken to ensure a height difference is maintained between the kerb and highway unless it is a drop kerb. Along Thames Road the pavement narrows and for a short distance is close to being flush with the highway. People with a visual impairment are dependent on a defined kerb for orientation.

There were also places in the town centre where tactile paving had been installed in the configuration for a controlled crossing when in fact it was just a drop kerb for example River Street and the upper end of Peascod Street. It could be that a


controlled crossing may have been there in the past and when removed adjustments to the tactile paving were not instigated.

Generally pedestrian routes throughout the town centre areas had appropriate dropped kerbs when crossing a highway and were accompanied with appropriately designed and positioned tactile paving. The dropped kerb on the corner of Maderia

Walk the gradient was considered excessive (greater than 1:6) and a potential hazard. Also along the Datchet Road on the Station side there was a lack of a dropped kerb on the route to Home Park and in Eton on the pedestrian route to the

College at the junction of Baldwins Shore and Sun Close.

Signage around the town centre was predominantly directional and consisted of posts at key decisions points however at some decision points there was a lack of wayfinding information, for example lack of signage to Shopmobility. The signage comprised of sentence case, darker text on a white background providing good tonal contrast however there was limited use of pictograms. Pictograms and plain English are not just beneficial to people with learning difficulties but to people whose first language is not English given that Windsor and Eton is a busy tourist area everyone can benefit from good signage.

Each post contained a significant amount of directional information to interpret, possibly too much. Some of the posts had been damaged therefore the directional information would not appear as accurate. Also some information had been painted out, but the raised letters still appeared, again confusing the situation. The majority of information was at a high level apart from the Directory Boards on entering the

Royal Windsor Shopping area. Some of the signage was obscured by adjacent displays. There is no audible automated way finding system provided within the town centre. There are maps provided of Windsor town centre at a variety of locations.

In general there were no apparent excessive crossfall gradients. Covers, gratings and joints generally appeared to be appropriate and not likely to cause a trip hazard.



Within Windsor there are a number of retail and eating out areas. King Edward

Court has recently undergone significant redevelopment and now has a number of high street retailing outlets, a food store, hotel and eating out places located within a pedestrianised area which all offer a good level of access. Windsor Royal Shopping is located within the old Windsor Royal Station and offers a range of smaller specialist shops and places to eat in a pedestrianised environment again all offering a good level of access. The retail space within the Royal Shopping area is used as a dynamic retail space and care needs to be taken to ensure that retailers do not exceed there allotted demise and therefore creating an additional trip hazard or width restriction etc. Within the Royal Shopping area there are a number of places to eat with centrally located WC facilities including an accessible facility. Some of the places to eat have their own accessible WC facilities however management procedures in place do not always optimise the accessible facilities (see figure 46)

The High Street opposite Windsor Castle offers a range of shops, banks and places to eat. There are examples of a number of banks providing a good level of access ramped and stepped approaches, aids to communication. A number of places to eat along the High Street, predominantly well known high street chains, clearly advertise their accessible facilities and that assistance dogs are welcome. Some places to eat have WC facilities upstairs only, and were unable to indicate the nearest accessible provision.

Figure 46 - accessible WC facilities poor management,

good access into Bank


Off the High Street is Peascod Street, a street with a number of familiar high street retailing outlets. The street has restricted vehicle access after 11.00am until 4.00pm.

At the top of Peacod Street there are a few shops with stepped access. At the bottom of Peascod Street, St Leonards Road is an area with a range of smaller independent retail units including a number of places to eat. A number of shops did not offer good access.

From Windsor Bridge to Eton College, Eton High Street offers a range of small independent and specialist retail outlets and places to eat. A number of shops did not offer good access.

Since the legislative changes principally the Disability Discrimination Act many of the shops/places to eat in Windsor have improved their access by adapting their entrances to provide level/ramped access. In addition when works carried out by the

Local Authority in relation to pavements, if slight level changes exist the pavement has been ramped to improve access, the Theatre Royal entrance is an example of this. This however is not always possible due to restrictions, primarily listed building status. An example is Jones, a shoe shop in Peascod Street, which is accessed via two high steps. This type of access is problematic for people with mobility impairment and also pushchair users. The service provider is unable to overcome this physical barrier as the building is listed. However they serve their customers who are unable to access facilities on the street.

Many of the larger stores have adapted their entrances to provide level access and automated entrance doors, some with accessible WC facilities for example

Waitrose.

There are a number of retailers who have not removed the physical barrier to independent access (Eton High Street, St Leonards Road, Peascod Street, High

Street) however some of these have implemented advertised strategies for overcoming the physical feature. Some retailers had call buttons located in inaccessible locations (either too high or up a step). However, more thought about reasonable adjustments is required with greater understanding of the disabled customer.


Although physical barriers to access have been addressed by the majority of retailers there are still issues of management procedures that remain. A number of retailers, despite having provided reasonable access into the premises then unnecessarily restrict access by filling doorways with goods or advertising ‘A’ boards. This form of barrier to access is then continued inside the premises by narrow aisles and tight circulation areas with very little space for turning or encroaching on circulation routes creating potential trip hazards.


There are a number of public accessible WC facilities located within Windsor town centre however the majority of facilities did not reflect current design guidance in relation to either room dimensions or fixtures and fittings or both. As an example the two accessible WCs located at the Coach Park met the current internal dimensions but did not have a drop down grab rail and were both for left handed transfers.

Given the high number of visitors arriving at the Coach Park, this maybe their first stopping off point on arrival and first impression of Windsor. The majority of the facilities were a unisex provision enable carers of the opposite to assist, exceptions was the provision at Victoria Street Car Park.

Many of the facilities were not accessible during the evenings and this could be restrictive for some visitors. Only one facility in River Street is accessible twenty-four hours a day but is dependent on a person having access to a RADAR key.

Furthermore, none of the ambulant facilities catered for the needs of ambulant disabled visitors or those with visual or sensory impairments.

There are no ‘Changing Room’ type facilities available in Windsor and Eton.

Signage and information regarding facilities was not always clear.

Access to a good level of accessible WC facilities is particular important for people with a range of impairments and this type of facility is not exclusively used by wheelchair users, for example some blind and partially sighted people will use an accessible WC as it has a standard layout, easy to know where the basin is in relation to the toilet pan. Furthermore with some Restaurants in Windsor not having


accessible facilities a person’s only option maybe a public facility where a number may be closed during the evening.

It was apparent that increasingly larger stores are improving their WC facilities for example the new Waitrose Store in King Edwards Shopping Centre has an accessible facility.

It is also important to consider that if an accessible WC facility doubles up as a baby changing facility, people waiting to use the WC facility can often face delays if there is no other baby changing provision.

Access to the facility is equally as important as space and fixtures and fittings within it, for example the accessible WC provision at Home Park is accessed via a steep ramp with a gradient of 1:8. Also security within the immediate environment needs to be considered which will include adequate lighting.

An example of a public convenience

River Street - WC facilities

•

A wheelchair accessible WC is located approximately 2-5m from the designated disabled parking bays.

•

Internal dimensions are in excess of current guidance although fixtures and fittings do not reflect current guidance

•

The WC can be opened with a RADAR key. Those users who do not own a

RADAR are required to seek assistance at the attendant’s office. However this office is on the 1 st

floor of the WC block and requires users to negotiate a flight of stairs prohibiting wheelchair access. There is no call button at the accessible WC from which users could request assistance.

•

Stepped access to the attendant’s office lacks colour contrasted nosings and tactile indicators at the head and foot. The attendant’s office is not signed see figure 47 .

•

During the audit, it was discovered that there is in fact no attendant present for six months of the year. During this time, the accessible WC will be unavailable to users who not have a RADAR key.


Figure 47 – Stepped access to poorly signed attendant’s office

5.3.12 Public Buildings

The main public buildings in Windsor offer a reasonable level of access by providing ramped and stepped approaches to principal entrances, lower counter tops with induction loops and accessible WC facilities on the ground floor. One concern highlighted by both the questionnaire and site visits was the lack of Blue Badge parking close to York House, the only available parking is an on street bay on Sheet street, some walking distance from the principal entrance.

The one building that experiences poor access is the historic Guildhall, a listed building located in the High Street, which is used for meetings, which can include members of the public. The only means of access to the meeting rooms other than the stairs is via a seated stairlift, which cannot be accessed by everyone.


5.4 Dorney Lake source: www.dorneylake.com

Figure 48

5.4.1 Pre-visit information

Pre-visit information is available from the centre website.

This information provides very limited information about site facilities, their location, or the level of access.

Homepage does not comply with all of the automatic and manual checkpoints of the

W3C Web Content Accessibility Guidelines, and requires repairs and manual verification.

5.4.2 Transport access to Dorney Lake

Pedestrian access

The lake can be accessed via the river Thames path, although this is a significant distance from Windsor and Eton. There is also pedestrian access onto the site from

Dorney Court an adjacent village.

Private vehicle access

Dorney Lake is accessed via Junction 7 of the M4 and then the A4 towards

Maidenhead, Lake End Road going south, then off onto Court Lane with an alternative exit route onto Marsh Lane. From the site entrance the main car park and building is approximately one and a half miles. The car park is not clearly signposted and the car park itself, although surfaced does not have parking bays marked out.


There is a lack of accessible parking bays, which are clearly identified from the principal entrance.

Figure 49 – Car Park

Public Transport access – Train

The Olympic authority intends to severely restrict access to Olympic sites by private vehicles and therefore it is likely that public transport via the nearby mainline stations of Maidenhead, Taplow, and Windsor stations will be relied upon.

Slough, Burnham, Taplow and Maidenhead are on the main line West from

Paddington Station, London. '125' trains take some seventeen minutes to Slough

(next stop Reading). Other trains, with variable stopping patterns, take twenty-five or forty minutes.

Waterloo Station, London, serves Windsor & Eton Riverside Station with stopping trains taking about an hour. (Note: this station should not be confused with Windsor

& Eton Central Station, which is on a branch from the Paddington/Slough line mentioned above).

Public vehicle access - Bus

There are no local bus services serving Dorney Lake directly. However, it is anticipated that specialist event bus transport will be arranged to transport participants and spectators to and from local transport hubs.


Public vehicle access – Taxi

There are ranks at most local stations. Depending on which station you arrive at, the journey is likely to cost between £12 to £15 at 2005 rates.

Access around Dorney Lake site

The site itself is relatively level with only very gradual height changes.

The lake itself is encircled by a 3m wide, level bitumen track around the lake.

There is limited signage on the approach

Figure 50 External lake path Island lake path

What alternative access routes are to be considered. Previously routes involving the adjacent Thames river bank, Windsor Race course (and an accessible means of river crossing) etc.

The 2006 FISA World Rowing Championships and the 2005 Rowing World Cup were hosted and organised by the Amateur Rowing Association (ARA) and held at

Dorney Lake. Following these events ‘wash up’ reports were written outlining successes and failures of the event organisation. In information provided to us by the Amateur Rowing Association a number of issues were identified including:

- Off site transport was under resourced and unreliable as a result

- Water based transport not suitable for athleles using crutches

- Athletes moved en masse rather than using a shuttle service which put additional strain on the transport provision

- Use of Windsor Race Course presented problems for the coaches

- Traffic congestion mainly entrance roads to Dorney and A4


- Public transport from Taplow and Windsor and Eton Riverside railway stations

It is recommended that these reports are reviewed in detail to provide some insight into potential shortcomings.

5.4.3 Access to on site facilities

A full audit of the main building was beyond the remit of this report.

In discussion with centre staff and after an informal walk around the building it was established that a number of access concerns exist.

These include:

Inaccessible stepped access (spiral staircase with open risers and difficult to grip hand rails, combination of passenger lift and stair lift options required to access all areas, internal split levels, difficult to approach accessible WC layouts etc)

WC facilities design as an assisted layout and difficult to access off corridor with sliding door

Lack of adequate visual contrast between fixtures and fittings in WC

Lack of seating around the site (none)

Spiral staircases with open risers (also internal staircase)

Limited signage about accessible routes

Split levels within the main building. Not all areas accessible from all areas.

No accessible changing facilities for participants!

Figure 51 Lack of visual contrast in WC Spiral staircase with open risers


5.4.4 Points to consider for event facilities at Dorney Lake:

Pre-visit information

BSL information video online

Tickets, Bookings and Reservations accessible applications forms

Guidance information in accessible formats sensitive to the needs of sensory impaired

detailed layout information how accessible seating is and proximity to WC’s programme and other related info in accessible formats

Discounts for assistants

Information about available facilities

What is seating like, where is it?

Wheelchair accessible WC’s (temporary additional portaloo facilities)

Where are WC’s located

Access to changing facilities

Unique facilities accessible

Accessible catering or vending facilities

Charging points for wheelchairs and scooters

Relief area for assistance dogs to be toileted

Disability awareness training for volunteers and management / organisers

Induction loops at information points

Accessible viewing platform / areas (means of evacuation?)

Sound, Lighting and other technology

To what extent is the public address system information accessible

Is it sensitive to the needs of sensory impaired visitors? Visual

(screens/interpreters) Palantypist


Further information and reference material: http://www.attitudeiseverything.org.uk/ http://www.eventmobility.org.uk/ http://www.mobimatcivilaccessdeschamps.com/uk/outdoor_pathways.php

5.5 Taplow Station

Pre-visit Information

Available from www.nationalrail.co.uk/stations/.


•

Taplow station is signed from the A4

•

There are two entrances to the station, level access is provided at the principal entrance to the station

•

A second entrance on the other side of the station is provided but this does not provide step-free access, single step to overcome

•

Vehicular access to both sides of the station

•

Station managed by First Great Western and is only manned Monday to

Friday between 6.20am to 1.14pm. The station is on the main line route from

London Paddington to the West Country.

Car parking

•

There is a small station car park located on both sides of the platforms

•

No designated disabled parking spaces are provided.

Buying a ticket

Ticket office

•

The ticket office is manned only each morning, not open when visited

•

Ticket machines available on Platform 1



•

Printed information is provided at the ticket office and on the station platform


•


•

No access-specific information was provided, e.g., how to book assistance.


•

Both audible and visual information is provided at the stations.


•

Four platforms at the station, all can be accessed via a footbridge, two platforms are accessed from parking area either side of station

•

Level access is provided from the ticket office to one platform (to London

Paddington).

•

Platform to Reading is accessed via the footbridge

•

Seating, including arm rests, is provided at intervals along platform

•

Platforms do have tactile indicators to help visually impaired passengers to identify the Platform Train Interface.

•

Wheelchair ramp was present on platform 1

•

Footbridge has good contrasted nosings on the steps

WC facilities

•

Only available when station is manned due to vandalism

•

Not aware of any accessible provision, during visit as all facilities locked. On website stated no provision.


Figure 52 - Taplow Station

5.6 Slough Town Centre

Slough is a unitary authority in Berkshire. It is twenty-two miles West of London and twenty miles east of Reading. It has an estimated population of 125,000 and is one of the most ethnically diverse districts in the UK.

Slough is also home to the Slough Trading Estate, the first such trading estate in the

UK and the largest in Europe.

Slough has good transport links. It is located adjacent to (North) the M4 and the town is bisected by the A4 Bath Road. It is served by the main Great Western Line to Paddington and the West. It also has a branch line direct to Windsor to the South.

Slough station is included on proposed improvements as part of the Crossrail project. The Town is also served by a large bus terminus which is also due to be redeveloped.

Slough Town Centre is due to undergo major re-development as part of the “Heart of Slough” project. This is a £17.5m regeneration scheme. The area for redevelopment encompasses Brunel Bus Station, the existing library, the Church

Square and parts of Thames Valley University.


There is very limited pre-visit information available. The audit was unable to identify any online media or useful public information at local libraries, transport information centre, or retail outlets.

Pre-visit website information links included: http://www.slough.gov.uk/index.aspx

http://www.queensmereobservatory.co.uk/facilities/

5.6.2 Transport

Trains

Slough Station is a commuter station located to the North of Slough Town Centre.

The current station is grade 2 listed. The station entrance buildings, located to the

North and South of the tracks, are of two storey brick construction, connected by covered stairs and footbridge to the single storey building on the island Platform, 3 and 4.

There are bus links approximately 200m walk away at the Bus Station located off

Brunel Way.

The main approach to Slough Railway Station is either from the town centre, to the

South, or along Brunel Way from the West. The main approach from the town centre is somewhat confusing as the pedestrian approach passes through a taxi rank and bus stop here pedestrian don’t appear to be given priority.

Car parks are located on either side of the South building, with covered cycle parking on the eastern side. There is a taxi rank opposite the main entrance and a small taxi booking office to the West. In addition to the Lemon Tree café entrance there are four BT boxes, a Royal Mail letterbox and two cash point machines located to the front of the main entrance building.

Entry to the station is directly off the street through double doors into the ticket hall, then through ticket barriers on Platform 2. The secondary entry to the station is


through the North building. The approach is along Railway Terrace from the West and directly from the car park through the ticket barriers on to Platform 5

Figure 53 Slough Station Slough station (main entrance)

Platform 1 is a terminal platform that serves the Windsor Line. There are no buildings on or canopy cover over the platform.

Level access is directly from Platform 2 and the tarmac surface of the platform is in good condition.

Platform 2 is accessed directly from the South entrance / ticket hall. There are café facilities off platform 2 and an accessible WC with RADAR key access.

Platform 3 and 4 are located on an island platform accessed only via the foot bridge. There is a passenger waiting room and a British Transport police office in the central platform building. This building and canopy are Grade 2 listed. There are vending machines on the platform and additional passenger seating.

Platform 5 has direct level access through the ticket barriers at the North entrance. There are two ticket barriers and two ticket windows at this entry point through the north station building. Passenger facilities on Platform 5 include café, male WCs, waiting room, kiosk and 2 BT phones on the platform.

All platforms are linked by an over bridge. The stairs to the over bridge do not comply with current access design guidance. There is no level access to platforms 3 and 4.

Slough station is designated as a Crossrail station and is therefore planned for redevelopment.

There are no tactile warning surfaces on the platform edges.

There are four accessible parking bays at the South entrance station car park


although these do not comply with current space design guidance.

The available pre-visit information is limited to that provided by the national rail

Enquiries centre and some of this information was found to be inaccurate

5.6.3 Car Parking

Car park accessibility information

Brunel Multi-Storey

Burlington Avenue

Grove Ground Level

Multi storey

Multi-storey

Surface car park

Herschel Multi-Storey Multi-storey

Hatfield Multi-Storey Multi-storey

Market Yard

Shop mobility

Surface car park

Surface car park

No of wheelchair

No of accessible spaces spaces

Provided

Recom mended

No info

No info

No info

No info

No info

4

-

-

-

-

Parking in all car parks is free to Blue Badge holders with Slough.

-

-

-

-

-

Height restriction

Yes

Yes

Yes

Yes

The Brunel car park has four accessible parking bays located on the first floor. As this is a multi storey car park there are height restrictions. There is lift access to the first floor although none of these were in working order at the time of the audit. The steps to the first floor had a continuous hand-rail although lighting was poor and step nosing lacked adequate visual contrast. The accessible WC in the station was closed and a temporary sign provides information about the location of the nearest facility. The general level of wayfinding information was poor and signage could be greatly improved both in design and position.

5.6.4 Bicycles

Bicycle storage facilities are provided at the station and a number of town centre locations. There is no formal provision at the bus station therefore bikes are locked to railings which can create a hazard for some mobility / sensory impaired travellers.


Provision of clearly identified secure bicycle storage facilities may help reduce dependence on cars and reduce potential obstructions on the footways.

5.6.5 Bus

The main bus station is the Brunel Bus station and multi storey car park adjacent to the A4.The bus station can be accessed from the shopping centre via a new modern bridge from the adjacent Tesco (lift access to bridge level), or the subway tunnel system under the A4 (see general circulation below).

There are a number of dropped kerbs providing access to individual bus stands within the terminus. Information provision within the terminus could be improved.

The height and position of information boards and timetables may make information difficult to read for some visitors.

The bus station has an information centre which has a single step up. There is no means or requesting assistance for those unable to negotiate the step.

None of the Town Centre bus stops had Kassel Kerbs or bus boarders. However, stops along the A4 did have such kerbs.

Brunel Bus Station

Figure 54 Bus provision in Slough

5.6.6 Taxi’s

Taxis are available at the main station and there are a number of taxi ranks around the Town centre. During the visit , no accessible taxi vehicles were identified.

The taxi ranks were not clearly identified. When there are no taxis at the ranks they are likely to prove difficult to identify. There was no information provided on how to request an accessible vehicle when none are present.



Figure 55 Taxi rank at main station entrance

The Shopmobility scheme is located on Alpha Street at the end of the shopping precinct (High Street). The Scheme is based in a wheelchair accessible prefabricated building. The scheme has its own open-air car park with space for six accessible vehicles. The scheme is open 8.30 – 4.30 Mon –Fri and can loan manual or powered wheelchair and scooters to allow people to shop and do business around the town centre.

5.6.8 General circulation and wayfinding

Slough is bi-sected east to west by the A4. To the north of the A4 lie the Station, the bus station and a relatively new Tesco superstore. To the south of the A4 lie the main shopping centres (Queensmere and Observatory), the High Street, The

Library, and the majority of the car parks.

The A4 is a significant barrier to access. There is a pedestrian subway system that can be accessed from adjacent to, and within the bus station. The subway system has ramped approaches but these are steep (1:10) and are long (over 15m). There is a means of access via a footbridge from the new Tesco store. This bridge also has lift access from ground level.

The general level of wayfinding information was considered to be poor. Signage lacked good visual contrast. Information was limited and important facilities such as car parks, WC’s and crossing points were not clear. There is no information provided suitable for visitors with visual impairment.


The Town centre itself has a main shopping precinct formed from the High Street, which is a large pedestrianised area. This is due to be re-developed with proposals for new road layout at the junction of Windsor Road (these works were in progress at the time of the audit), and a new black and white textured granite surface along the whole length of the High Street.

Seating on the high street is currently limited. The proposed redevelopment is to include new seating along the length of the high street with improved overhead lighting.

5.6.9 Retail & Eating Out

The principal shopping areas are the Queensmere shopping centre and the

Observatory Shopping centre. These are both large single storey retail units with multi-storey car parking above. Both have automatically operated automatic entrance doors and have good circulation space within. Some of the central arcades have space allocated to temporary stallholders and care should be taken to ensure these do not obstruct circulation space.

5.6.10 Public conveniences

There was a general lack of public available WC facilities.

There is a wheelchair accessible WC on platform 2 at the station with RADAR key access although this was not formally assessed.

Outside the station on the pedestrian route to the Town Centre there is an automatic public toilet unit (figure 56). This on-street Auto WC facility had an overall internal dimension of 1580mm x 1680mm. The unit required either a RADAR key or 20p coin slot to open. There was no information about where a RADAR key could be obtained. The entrance provided a clear opening width of 940mm. The internal layout was designed for independent use with an emergency call button system. It was not clear where the alarm repeated.

The toilets at the Brunel bus station were closed and appear to have been closed for sometime. There was a wheelchair accessible WC in the Observatory shopping centre. Access to this is restricted by the lack of a 300mm clear space on the pull


side of the entrance door making it difficult for some users. The WC is designed for independent use.

Figure 56 Accessible WC

5.7 Site Visits Sample

5.7.1 Alexandra Gardens Windsor

Visit

•

Open formal space located alongside the River

•

Site used for seasonal public events for example Ice rink/Big wheel

•

A number of access points to the open space offering both level and stepped approaches

•

Stepped approaches lacked tactile indication of change in level, adequate step nosings and appropriate handrails

•

Routes through Gardens, paths with firm tarmac surface of adequate width

•

On entry from Goswell Road, bollards have no contrasting banding and are lower than 1m in height (see figure 57)

Figure 57 entrance to Alexandra gardens and stepped approach to riverside


5.7.2 Thames Path at Windsor

Visit

Defined path alongside river Thames

Popular walk

Location of boat jetty for river trips

Access to path via a stepped or ramped approach

Both types of approaches did not meet current design guidance

Ramped approach was considered steep however did have two level landing

All stepped approaches lacked tactile indication of a change of level at the top and bottom, adequate contrasted nosings, handrails on both sides including the steps either side of Windsor Bridge (see figure 58)

Seating lacks armrests

Figure 58 steps to riverside

5.7.3 Tourist Information Centre Windsor

Visit

•

Listed building within conservation area

•

Located in Royal Windsor Shopping unit which was formerly the booking hall

•

Signage to indicate location of Information Centre was limited particularly accessing the facility from the eating areas

•

Information Centre shares the unit with a coffee shop

•

Provides information and a booking service for visitors to the area

•

Location of staff, generally within booking office, counter height 1000mm above ffl too high for people seated or of limited stature. Alternative counter available with a lower height and suitable knee recess however was not in use during any visits


•

Counter top induction loop available and was in working order however no signage to indicate provision. This is especially important as the background noise was considered generally high due to the proximity of the coffee shop and a poor acoustic environment

•

Circulation space around the counter can be reduced by people/pushchairs in seated area

Figure 59 Tourist Information centre from inside station, lack of signage

5.7.4 Cliveden, Taplow


•

website (www. nationaltrust.org.uk) stated both levels of access and facilities available

Visit

•

National Trust site

•

signposted from A4, no public transport to site

•

main facilities located within walled area, clearly signposted

•

designated parking bays signposted close to Information Centre and also a secondary parking area providing closer access to the restaurant for Blue Badge holders

•

parking area generally with a gravel surface however from designated parking bays there is a tarmac apron providing a firm surface to Information Centre


•

Information Centre, shop and restaurant all with level access and induction loops at counters

•

accessible WC facilities available in two areas

•

large print and Braille guides available

•

wheelchairs (push type) available from Information Centre

•

at Information Centre, staff provide a personal service to visitors for example information regarding the paths and routes, levels of accessibility and travel distances

•

paths are continually being upgraded and levels of accessibility are always considered

•

Staff have consulted with local Access Group and detailed information is available in local access guide

•

Staff have undergone training with the RNID and have received accreditation

•

Access to House is limited to two afternoons a week. Stewards and volunteers are available to assist if required

5.7.5 Savill Gardens Visitor Centre


•

website (www.theroyallandscape.co.uk) provided information about levels of access and facilities

Visit

•

Royal Landscape site

•

signposted from main routes

•

main facilities located within Visitor Centre, clearly signposted

•

designated disabled parking bays signposted close to Visitor Centre, however markings do not reflect current guidance

•

parking charges pay on exit for all visitors, some drivers may experience difficulty inserting the ticket into the machine and have to summon assistance

•

access to parking meter controls greater than 1200mm in height from ffl therefore not fully accessible

•

parking area has a firm surface

•

designated pedestrian route to Visitor centre


•

Information Centre, shop and restaurant all with level access, access via automatic doors

•

Information centre reception desk, lower height counter suitable for people seated and of short stature

•

accessible WC facilities available which meet current guidance

•

information regarding routes and levels of accessibility

•

seating available along routes

5.7.6 Theatre Royal, Windsor


•

Website (www.theatreroyalwindsor.co.uk) information regarding access and facilities available

•

Visit RBWM Brochure information regarding access and facilities available

Visit

•

Located in High Street, Windsor

•

Listed Building

•

Accessible principal entrance into foyer from pavement

•

Rear accessible entrance provides access to stalls, assistance bell provided

•

one disabled ‘on street’ parking bay outside theatre, also ‘set down’ facility

•

other parking facilities, public car parks at rear of theatre

•

box office counter height only suitable for person standing

•

designated five wheelchair spaces within auditorium (four spaces in front stalls, one space in Royal Stalls). One space with very limited access

•

no lift facility within building therefore access to bar areas and Club room is dependent on which floor a person is located, if they are unable to negotiate steps

•

two accessible WC facilities one on each floor. One facility refurbished in 2006 and meets current design guidance

•

Seinnheiser hearing system for use in auditorium. Headphones available at cloakroom, small deposit required

•

Audio- described performances, very popular with groups

•

Staff training – no formal disability awareness provision


5.7.7 Windsor Farm Shop


•

website (www.windsorfarmshop.co.uk) provided no information regarding access or disabled facilities

Visit

•

Signposted off A308

•

Retail outlet selling farm produce and products from the Royal Estate

•

Small restaurant with WC facilities. WC Facilities has an accessible provision which reflects current design guidance however little tonal contrast between fixtures and fittings

•

Level car parking area in front of shop with pedestrian route to principal entrance

•

Car park surface firm with gravel finish, overspill car park area grass surface

•

Visited during Christmas period, temporary structure joining two buildings together displaying additional goods, very slight level change which was overcome by a small ramp

•

Shop generally crowded with people and goods however observed during visit wheelchair user and two people with mobility impairments negotiating without difficulty

•

did not identify any aids to communication

5.7.8 Windsor Arts Centre

•

brochure states wheelchair access to the auditorium, bar and accessible WC with lift access work in progress

•


Visit

•

Located in St Leonards Road, building was former fire station

•

Aspects of the building and surrounding environment listed

•

No parking available, some ‘on street’, parking at rear of building on request however no designated bay

•

Principal access via a flight of steps with no handrail or adequate nosings

•

No assistance bell at street level

•

Accessible WC facility, however door opens inwards and therefore restricts circulation space


•

Wheelchair access via fire exit at rear of building, limited access to other areas within the building

•

No aids to communication for use within the auditorium

•

No audio description available

•

Currently fundraising for aids to communication and lift provision

•

Information available in large print format upon request

•

Currently working on an Accessibility Project to improve access

5.7.9 Windsor Race Course


•

website (www.windsor-racecourse.co.uk) provided information regarding access and disabled facilities

•


Visit

•

Signposted off the main Windsor Road

•

Race meetings from April to October

•

Designated disabled parking bays and specific areas on race days

•

6 accessible toilet facilities with a minimum of one in each enclosure

•

3 enclosures, limited access into Club Grandstand and restaurant , most accessible Grandstand enclosure

•

In Grandstand enclosure, building has a small lift and an accessible WC facility on each floor, which reflects Part M (1999) design standard. Little tonal contrast between fixtures and fitting and wall/floor. Also all WCs are for a left handed transfer only

•

Means of escape from the Grandstand building, awaiting delivery of two evac chairs and staff also to receive training

•

Designated viewing areas for wheelchair users in the enclosures including the winners enclosure

•

Paths throughout the site offer a firm surface

•

Induction loop available at reception

•

Staff do not receive any formal training

•

Information points on race days at a number of locations

•

Map of site on reverse of race course admission ticket however very small print


•

Large site plans displayed on walls however no information regarding location of

WC facilities

•

Limited wayfinding information available at key decision points

•

No formal staff training

•

Future plans for the redevelopment of the Club Grandstand and therefore access will be improved

5.7.10 Guest Accommodation

Holiday Inn Maidenhead


•

website (www.holidayinn.co.uk) provided information regarding access and facilities

•

RADAR Holiday guide provided specific information regarding five wheelchair accessible bedrooms, accessible WC, parking facilities, Braille and large print menus, lift to upper floors, vibrating pager and induction loops, bathrooms with handrails and roll in showers

•

Stay RBWM publication states disabled facilities

Visit Information

•

A number of designated disabled parking bays in two locations reflecting current design guidance with good signage from entrance

•

Principal entrance, accessible at the side with automatic doors

•

Reception desk only suitable for a person standing

•

Reception desk has aids to communications induction loop but no signage to indicate the provision

•

Secondary entrance at the rear of the hotel accessible with automatic doors

•

Total number of bedrooms one hundred ninety seven with five bedrooms (3%) categorized as wheelchair accessible located on the ground floor

•

Accessible bedrooms can offer a ‘wet room’ type shower en-suite facility or bathroom with additional rails to assist, also either left or right handed toilet transfer

•

Alarm cords in bathroom and by bed in accessible bedrooms

•

Light switches by bed in accessible bedrooms

•

Space under bed for mobile hoist


•

Staff are responsible to assist guests in the event of an emergency. For hearing impaired vibrating alarms are available from reception

•

Passenger lifts available

•

Internal steps to access the leisure facilities (indoor swimming pool, gym) therefore limited access

•

All public rooms are on ground floor

•

Accessible WCs located within bar area. Not a unisex provision, accessible via power assisted doors, internal layout and dimensions does not reflect current design guidance

•

Conference facilities are located on ground floor

•

Within conference facilities no aids to communication

•

Signage clear – good tonal contrast and tactile raised letters/numbers

•

Staff training – disability awareness training part of induction programme

‘Confidence to Serve All’, a refresher every six months

•

A few Holiday Inns elsewhere (London, Bristol, Cardiff) has installed a tracking hoist in one of the accessible bedrooms to assist with transferring a person from a wheelchair to the bed, toilet or shower. The Manager stated that there are currently no plans for a hoist to be installed in Maidenhead. The criteria for installation is based on demand.

Bridge Cottage Guest House Maidenhead


•



•

Located on the A4 close to Dorney Lake

•

New Zealand Rowing Team stayed during 2006 World Rowing Championships

•

Tourist accreditation 3 stars

•

Parking area in front of Guest House

•

Principal access via two steps, wooden ramp is available

•

Lounge and dining room located on ground floor, level access

•

One ground floor bedroom with en-suite which the owner stated had been used by a wheelchair user


•

Within en-suite step up into shower cubicle, no rails provided, considered limited access

•

Limited circulation space within bedroom

•

No aids to communication

•

Staff are responsible to assist guests in the event of an emergency

Castle Hotel High Street Windsor


• website (www.mercure.com) states one reduced mobility room

•


•

Venues RBWM publication included however does not provide any information regarding access and facilities


•

Listed

•

Attendant parking available at the rear of the Hotel

•

Principal entrance up a single step and was necessary to negotiate revolving doors (listed feature)

•

Doorbell required for assistance hidden and located up on single step level

•

Secondary entrance at the rear of the hotel closest to the parking, accessed via a flight of external steps with handrails

•

Hotel reception located up a flight of internal stairs

•

Reception desk only suitable for a person standing with no aids to communication

•

Total number of bedrooms one hundred and eight with one bedroom categorised as restricted mobility located on the third floor, standard bathroom with additional rails to assist

•


•

Small passenger lift available with no audible information

•

External step into restaurant

•


•

Accessible WC located close to restaurant with good tonal contrast between rails and sanitaryware

•

Conference facilities are located at rear of site, access via steps


•

Within conference facilities no aids to communication or accessible WC facility

•

Hotel has stair climber which is used on occasions to assist guests with stairs

•

No tactile signage

•

Staff training – online since 3 rd

December 2007 includes some Disability

Awareness

•

Recently taken over by the Mercure Group

•

Future proposed developments to increase number of accessible rooms to six and modernise conference facility

Oakley Court Hotel, Windsor


•

website (www.oakleycourt.com) provided no information regarding access or disabled facilities

•

Venues RBWM publication information regarding two bedrooms with wider doors, special baths, panic alarms and flash phones

•



•

Listed Building

•

Signposted off the Windsor Road

•

A single designated disabled parking bay located by Conference facility and opposite leisure facility. Hotel permit people with limited mobility to park within the

‘dropping off’ area although this has a gravel finish which can be difficult for some people to negotiate

•

Principal entrance stepped and ramped approach. Ramped approach has steep gradient. Concierge service available for assistance

•

Other entrances from Hotel to gardens/terrace, stepped, temporary ramps available

•

Path surfaces around grounds, loose gravel finish

•

Reception desk only suitable for a person standing

•

Reception desk has aids to communications induction loop but no signage to indicate the provision. Checked regularly as part of Health and safety

•

Telephone with induction coupler available in entrance hall


•

Total number of bedrooms one hundred and eighteen with two bedrooms (2%) categorised as wheelchair accessible located on the ground floor close to the leisure facility

•

Accessible bedrooms offer a bath en-suite with additional rails to assist, also either left handed or peninsula type toilet transfer. Swivel seat and bath board equipment available

•


•


•


•

Staff are responsible to assist guests in the event of an emergency. For hearing impaired vibrating alarms are available from reception

•

Good access to the leisure facilities (indoor swimming pool, gym, disabled/family change)

•

All public rooms are on ground floor however there are some internal steps within certain areas of restaurant but managed solution available

•

Accessible WC located close to restaurant area

•

Banqueting Suite located on ground floor accessed via a small single step

•

tactile raised numbers on hotel bedrooms

•

Staff training – customer service training covers disability awareness

•

Five year plan for redevelopment/refurbishment will improve access as well.

•

Stated that more corporate clients are requesting information when enquiring, reference access in relation to their Corporate Social Responsibility

Travelodge Windsor Central King Edward Court Windsor


•

website regarding parking

• only opened in summer 2007 therefore not listed in RBWM publications or in receipt of a Quality grading


•

New building located within King Edward Court


•

No parking available, guests advised to park within King Edward Court multi storey cost £15 each day with no concessions for Blue Badge holders. £5 reduction if hotel validates parking ticket

•

Staff stated dropping off point on Goswell Road/Charles Street however on

Travel Lodge website advised no formal dropping off point

•

Hotel located very close to Windsor central railway station

•

Principal entrance level with automatic doors

•

Reception desk only suitable for a person standing with aids to communication provided and identified

•

Total number of bedrooms one hundred and thirteen with two bedrooms on each floor categorised as wheelchair accessible (7% 8-10 bedrooms in total).

Each room has good circulation space and is located close to the fire exits, however further away from the lifts

•

Accessible bedrooms can offer a ‘wet room’ type shower en-suite facility, also either left or right handed toilet transfer. Good tonal contrast between rails and sanitary ware

•

Fold down shower seats

•


•


•


•

Also on each floor there are ‘Daphne’ bedrooms which are aimed at people with limited mobility, a standard room with additional rails to assist in the bathroom

•

No telephones in bedrooms

•

Televisions in bedrooms offer subtitles

•

Staff are responsible to assist guests in the event of an emergency and on the fire exit stairs on each floor there is a defined refuge point with intercom and

Evac Chair. For hearing impaired vibrating alarms are available from reception

•

Two passenger lifts available with audible and visual information

•

All public rooms are on entrance level, reception, and bar with dining area.

Adequate circulation space, Dining tables have chairs with and without arms

•

Signage clear, tactile with some signage with Braille, limited use of symbols

•

Accessible WC located on entrance level meets current design guidance

•

Staff training – customer service which includes disability awareness


The Christopher High Street Eton


•

Printed brochure contained no information regarding access or facilities

•



•

Small independent hotel

•

Listed building within a conservation area

•

parking available at the rear of the Hotel with a designated disabled parking bay

•

entrances to restaurant, reception up a single step

•

Reception desk only suitable for a person standing with no aids to communication

•

Total number of bedrooms thirty three. Several bedrooms located at the rear of the hotel have ground floor independent access with a single step to access room. One bedroom (3%) categorised as wheelchair access with a ramped approach

•

Accessible bedroom can offer a ‘wet room’ type shower en-suite facility

•

Alarm cords in bathroom and by bed in accessible bedroom

•

Light switches by bed in accessible bedroom

•


•


•

No passenger lift available

•

External step into restaurant

•


•

No Accessible WC, if required will use a toilet facility within a bedroom

•

No tactile signage

•

No formal Staff training


5.7.11 Experiential journeys

Journey from Farm Road to Maidenhead Town Centre and return

People taking journey

•

Wheelchair user and carer plus auditor. Wheelchair user is a member of the

Windsor and Maidenhead Access Advisory Forum

•

Wheelchair used Barrett self propelling overall dimensions width 590mm x length

1000mm. This wheelchair is considered compact.

•

BS8300:2001 provides guidance as to dimensions of a range of self-propelling wheelchairs width range 560mm – 800mm and length range 860mm – 1250mm.

Electric wheelchairs and Scooters will generally be longer in length than self propelling chairs

•

Wheelchair user was pushed throughout the journey.

Modes of transport planning to use

•

Local bus (Courtney Coaches)

•

Local taxi

Places planning to visit

•

Pedestrian within Maidenhead Town Centre

•

Shopmobility

•

Odeon Cinema


•

Local knowledge regarding the location of the bus stop, the expected arrival time of the bus (10.24am), that the exact fare of £1.45 is required as no change is given

•

Local knowledge regarding the location of the taxi rank by Maidenhead railway station

•

Awareness of both buses and taxis within Maidenhead providing access for wheelchair users


•

Local knowledge regarding the location of both Shopmobility, the Odeon Cinema and pedestrian routes around the town centre

•

Information from the Odeon website regarding the level of access and facilities for disabled people visiting the cinema

Journey on the bus

•

Waited at the bus stop with two other people, bus stop located within residential area, kerb height 100mm with adequate pavement width

•

Bus arrived a few minutes late

•

On arrival the bus was about two thirds full with passengers

•

The allocated wheelchair space was full with two pushchairs and there was also a shopping trolley in the immediate circulation space. The bus driver came out of his cab looked at the space within the bus and then asked the passenger with one of the pushchairs to collapse it. He then assisted with the relocation of both pushchairs. The shopping trolley was temporarily removed from the bus to enable there to be a reasonable amount of circulation space

•

The bus driver then used a key to unlock the integral ramp and placed the hinged ramp onto the pavement (see figure 60)

Figure 60 Accessing schedule bus service

•

The carer then pushed the wheelchair user onto the bus and with assistance from the bus driver, manoeuvred the wheelchair into the space. Due to the limited circulation space, the approach was forwards into the space. This task


was not easy and involved the wheelchair having to be lifted slightly to get into the space. The carer stated that she felt that the vertical pole was in the wrong place for ease of manoeuvring into the allocated space. Brakes on the wheelchair were applied. Fortunately the wheelchair used was small and the occupant was considered not heavy.

•

The wheelchair user was positioned within the dedicated space facing backwards to the direction of travel. To the left of the occupant was a blue assistance button.

•

The driver re-positioned the ramp and the shopping trolley was returned to the bus and placed in the wheelchair space by the wheelchair users feet, problematic if the wheelchair user had a longer chair.

•

The driver behaved both in a professional and helpful manner and the whole process took approximately five minutes. The driver did not hesitate in carrying out any of the tasks involved.

•

The carer stood alongside the wheelchair user throughout the journey

•

The bus continued to stop en route to Maidenhead fortunately not picking up anymore passengers with shopping trolleys or pushchairs

•

On arrival at Maidenhead Market bus stop the majority of passengers alighted from the bus, the bus driver then unlocked the ramp and placed the hinged ramp onto the pavement

•

The carer moved the wheelchair user out of the designated space and down the ramp. The carer considered that this was an easier task as she considered there was more circulation space due to very few passengers, no pushchairs or shopping trolleys remaining on the bus

Travelling around Maidenhead Town Centre

•

The wheelchair user and carer were familiar with the town centre area and routes suitable for use by a wheelchair. Around the town centre retail areas there were no physical barriers identified where there were changes in level with no ramped approach

•

One concern identified was areas of paving in a poor state of repair within the pedestrianised areas. The main problem appeared to be where block paving had broken and repairs have been made by in filling with tarmac however there was


still a height difference of 20mm. This height difference can cause a trip hazard to an ambulant person or cause a wheelchair wheel to get stuck. (see figure)

Figure 61 poor pavement repairs potential trip hazard

•

Access to Shopmobility was achieved with no identifiable difficulties

•

Access within the covered Nicholsons shopping centre was considered good for a wheelchair user with the shops having level/ramped access however not all shops have accessible vertical access. For example Burton Menswear is located on the first floor only accessed via stairs, staff are prepared to bring items to the person on the ground floor however it is likely that there would be no appropriate changing facilities

•

Travelling from the pedestrianised area (High Street) via Park Street and the

Broadway en-route to the Odeon Cinema proved problematic due to both lack of and poorly constructed drop kerbs, which were not flush with the carriageway. In some places it required a second person to assist with the wheelchair to overcome the change in level to maintain a degree of safety.

•

Entering the Odeon cinema was relatively easy and the member of staff manning the desk was helpful. The staff member was asked about the availability of seating spaces suitable for use by wheelchair users, the staff member stated that wheelchair seating was available at the front of each cinema apart from the

Gallery (2 screens) where there was designated wheelchair seating not located at the front. However the Gallery is licensed and therefore restricted to over 18’s.

Also the ticket prices for the Gallery are significantly higher than the other screens for example a ticket for a weekend evening viewing is £7.40 with a ticket


at a similar time for the Gallery £17 however the ticket price does include free soft drinks, nachos and popcorn!

•

The journey continued along King Street to the Taxi Rank at Maidenhead

Railway Station

•

Once crossed the A308 via the controlled crossings, the pedestrian route to the station was difficult due to poor drop kerbs and uneven pavement surfaces as well an incline.

Journey by taxi

•

On arrival at the taxi rank (lunchtime) there were seven taxis parked, on asking the first taxi driver for an accessible taxi we were directed to a black vehicle (Fiat

Doblo ELX JTD)

•

The driver looked a little concerned as he admitted that he had never used the ramp on the vehicle or had a wheelchair user as a passenger before.

•

He then asked a fellow driver how the ramp worked

•

He moved the taxi away from the kerb to ensure there was sufficient space for the ramp. Further investigation established that the ramp gradient is based on the end of the ramp being positioned on the pavement to ensure the ramp gradient is optimised for ease of movement. The driver was clearly unaware of this.

•

The driver then started to move the wheelchair user down the kerb, feet first fortunately the wheelchair user advised the driver to take him down backwards otherwise he was likely to fall out of his chair

•

The driver pushed the wheelchair user up the ramp forwards and into the vehicle. He secured the wheelchair to the floor with assistance from his colleague (see figure 62)


Figure 62 accessing a taxi

•

The driver did not consider that utilising the seat belt located at the rear of the wheelchair user was necessary

•

There was space within the vehicle for two passengers

•

The driver drove with care and was keen to help. He stated that he had not received any disability awareness training and had bought the accessible vehicle to get his license four years ago

•

On arrival at the destination the ramp was placed on the carriageway and the wheelchair user was taken out backwards and then pushed to the pavement via a drop kerb

Cost of taxi journey £5.70

Comments on the journey from a user’s perspective

Journey by Bus: I felt uncomfortable & conspicuous while the driver had to reposition some baggage in the space allocated to a wheelchair, and also ask some passengers to move. I heard one passenger express a sound indicating annoyance.

I also felt embarrassed that I was delaying the bus, & awkward that my carer needed assistance to locate me in allocated wheelchair space. I also felt embarrassed owing to the fact that, travelling with my back to the driver, I was facing back along the bus & thus at the other passengers.

The driver was helpful, courteous, resourceful, and confident.


Journey by Taxi: I was pleased with driver’s willing attitude but dismayed by his admitted lack of disability awareness training. I was alarmed at being unable to wear a seat belt, and also at being physically managed by a person with no training.

Comments on the journey from a carer’s perspective

Journey by bus. Bus was quite full, & had to wait while driver rearranged some passengers & luggage to make space for wheelchair. Required driver’s help to put wheelchair in space allotted to it, which I consider to be obstructed by a badly sited vertical pole. I do not consider I could have manoeuvred the wheelchair around this pole without assistance. Wheelchair had to share space with a shopping trolley, thus the drop-down seats could not be used, and I had to stand throughout the journey. The trolley could not be secured, which I consider to have been potentially dangerous had the bus had to brake violently, or been in a collision.

Although running a little late, the bus driver was calm, proficient & helpful.

Journey by taxi Driver said he had not had a wheelchair passenger since acquiring his accessible vehicle four years ago. Despite this & not having disability awareness training he, with help from another driver, loaded & secured the wheelchair. Although driver drove proficiently, I was concerned throughout that wheelchair passenger was not wearing a seat belt.

Journey from Maidenhead to Windsor Town Centre and return

People taking journey

•

Scooter user and auditor. Scooter user is a member of the Windsor and

Maidenhead Access Advisory Forum

•

Compact scooter used

•

Scooter user independent throughout the journey

Modes of transport planning to use

•

Local dial-a-ride service (People to Places)


Places planning to visit

•

Pedestrian environment within Windsor Town Centre

•

Shopmobility

•

Place to eat

•

An accessible WC


•

Local knowledge regarding the dial-a-ride service including the booking of the service in advance (7 days)

•

Local knowledge regarding the new location of both Shopmobility and pedestrian routes around Windsor town centre

Journey on People to Places transport

•

People to Places transport arrived at the requested time and at the departure address

•

Minibus fitted with rear tail lift, arrived with driver

•

Driver assisted scooter user onto the bus using the tail lift

•

Driver ensured that the scooter user was secure

•

Journey direct to Windsor Shopmobility

•

Windsor Shopmobility has recently relocated to within the King Edward multi storey car park (5 th

floor) and the driver indicated that this was the first time she had made the journey

•

The multi storey car park entrance has a vehicular height restriction of 6’9” therefore for the majority of People to Places vehicles access to the car park would not be possible

•

The driver had been advised to park in Charles Street and then phone

Shopmobility, who would then meet the person with the appropriate wheelchair/scooter. Only one person generally mans the Shopmobility office, to meet and greet the person travelling on the People to Places transport involves

Shopmobility being shut for a short while. The reverse would be necessary on the return journey.


•

The location used in Charles Street for alighting from the vehicle was not particularly ideal as when the scooter user was reversing off the platform onto the highway a bus was turning into the road.

Figure 63 People to places transport

•

Further discussion with the Access Officer (RBWM) who advised that there is an agreement since the relocation of Shopmobility between RBWM and People to

Places transport that people are to be ‘dropped off’ at the bottom of Peascod

Street but clearly People2Places and Shopmobility were unaware of this arrangement.

Travelling from Charles Street to Windsor Shopmobility using scooter

•

The general environment from Charles Street to King Edward Court is hilly, for the scooter user is was satisfactory however it maybe problematic for anybody with a mobility impairment or using a self propelling or push type wheelchair

•

On travelling up Peascod Street signage indicating Shopmobility was apparent at the first decision point however at the second decision point there was no signage indicating Shopmobility (by Vision Express and the Early Learning

Centre

•

To access Shopmobility it was necessary to use the lifts within King Edward

Court. There were two lifts providing access to the car park floors and

Shopmobility, with a third lift providing access to Waitrose only. The lifts are well


used and meet minimum internal dimensions, however there is a lack of a handrail in either lift. Initially the dwell time on the lift doors was proving problematic for users giving insufficient time to get in and out of the lift safely however this has been adjusted and there is now sufficient time.

Windsor Shopmobility

•

Access to Shopmobility was achieved with no identifiable difficulties

•

On exiting the lift on the fifth floor, the Shopmobility unit is located just inside the

Car Park

•

Access into the unit is via a set of automatic opening doors providing an adequate overall clear opening width

•

The unit’s accommodation comprises of two rooms and an accessible WC. One room is a reception area for people visiting Shopmobility. The second room is for the storage and maintenance of wheelchair and scooters. It also has the accessible WC provision and a small kitchen area for use by staff.

•

External to the Shopmobility unit is a bank of six designated disabled parking bays (dimensions met the current design requirements) for use by Shopmobility clients only

•

The use of the parking bays is free of charge unlike the other designated

Disabled Parking bays within the car park where a fee is payable. The bays can be booked via Shopmobility

•

There is also a taxi ‘dropping off’ area located adjacent to the entrance to

Shopmobility

Figure 64 Windsor Shopmobility


•

The accessible WC layout within Shopmobility reflects current design guidance generally apart from a few aspects. Although the overall width meets current design guidance because the pipes are boxed in this reduces the floor area and width (1400mm), therefore the amount of circulation space. Also other elements that do not reflect current design guidance include the position of the toilet pan

(600mm to the centre of the pan from the wall) and the position of a horizontal rail within the transfer space.

•

Egress from the unit in the event of an emergency other than using the principal entrance doors is via a door with a minimum clear opening width of 700mm and a step of 180mm, which would not be accessible for some users.

•

Due to the location of the Shopmobility unit within a multi-storey car park people planning to visit the facility is dependent on whether vehicular access to the car park is possible. When the car park is full or if using a vehicle that exceeds the height restriction, access to Shopmobility from the car park would not be possible.

Travelling around King Edward and Windsor Royal retail areas

•

The scooter user was reasonably familiar with the area and routes suitable.

Around the retail areas there were no physical barriers identified for the scooter user apart from some retail/eating places where circulation space was reduced due to displays, tables and chairs etc, the scooter user choose to visit an eating place where there was a good level of circulation space.

•

Where there were changes in level there was either a ramped approach or lift provided.

•

One concern identified was the poor signage and wayfinding information particularly when trying to identify the location of the accessible WC facility and the Tourist Information Centre within the Windsor Royal shopping area.

•

Access to the Tourist Information Centre was good however the reception counter in use was considered too high (1000mm from ffl) for a person seated.

The approach was difficult, a straight on approach was not possible and


therefore communication between staff and scooter user was not easy. It was further exacerbated by a degree of background noise. However there is an alternative counter within the Tourist Information Centre but it was being used for displaying information.

Figure 65 high counter Tourist Information Centre

•

Scooter user choose the coffee shop within the old ticket hall to have drink as it offered a reasonable amount of circulation space however still required a small amount of furniture moving to ensure access to a table.

•

No WC facilities were located within the coffee shop, if required WC facilities were located within Windsor Royal shopping area however as stated previously there was poor directional signage to these facilities.

Return Journey on People to Places transport

•

Met the Peoples to Places minibus with tail lift at Charles Street and returned to departure address. Return journey cost £12

Comments on the journey from a user’s perspective

I travelled from Maidenhead to Windsor in the a.m. via People to Places (P2P). I travelled with my own powered Scooter, & was accompanied by a carer.

Weather was dry, overcast, cold.


Arrived Windsor approximately10.30hrs. People to Places vehicle was unable access King Edward Court car-park owing to height restriction (max headroom 6’

9”), so stopped in Service road parallel to Charles Street; driver informed their instruction was to ‘phone Shopmobility office to request my collection.

I felt vulnerable during disembarking owing to volume of traffic coming from behind parked People to Places vehicle from Charles Street (cars, delivery vans/lorries, and a bus), which either required access to the Service road (which is narrow, and in consequence leaves little space for other vehicles to pass People to Places bus safely), or which used Oxford Road (east) as a through-road.

Disembarkation was a worrying, unpleasant experience.

*

Proceeded from Service road, via Oxford Road (east), Peascod Street, to KEC

Shopping Precinct. Located lift, and took to fifth floor (signage) of car park, where

Shopmobility Office is situated a few metres from lift doors.

Shopmobility Office is well illuminated, spacious, and orderly. One (1) member of staff on duty was helpful, informative, polite.

*

Subsequent enquiries of Shopmobility elicited that both they & P2P are aware

RBWM’s attempt to ease difficulties of accessing KEC by allowing P2P vehicles access to lower Peascod Street, but as yet there has been no meeting between them to agree policy of implementation

6.0 Plan Appraisal Maidenhead Station

Comments on proposed changes

Comments based on the following plans provided by Richard Benney for and on behalf of Peter Brett Associates:

19297-400-001 – Lighting and attendance works for waiting room and WC

19297-400-003 – Lighting and attendance works for ticket hall

19297-400-004 – Lighting and attendance works for subway

19297-500-100 – Booking hall general arrangement

19297-500-102 – Proposed flooring layout


1. Approach

1.1. That the approach to the principal entrance is clearly defined with appropriate signage.

2. Entrance doors

2.1. That automatically activated door controls are provided as standard.

2.2. That appropriate traffic detection based upon detection by prescence and motion sensing is used to ensure doors open early enough and remain open long enough in accordance with BS7036-1 1996

2.3. That suitable, accessible door furniture is provided so that the door can be manually operated in the event of power or mechanical failure.

2.4. That the proposed entrance doors provide an effective minimum clear width of no less than 800mm

2.5. That any proposed glazed area or door has suitable manifestations at two heights (within 850-1000mm and 1400-1600mm from the floor) which contrast adequately against their background under varying lighting conditions.

2.6. That where a glazed door may be held open, the leading edge has adequate visual contrast.

2.7. That where the doors open towards people entering the building, clear text indicating automatic activation and direction of swing should be incorporated.

3. Ticket Vending Machines

3.1. That at least one of the proposed ticket vending machines is at a lowered height suitable for use by a seated person, a person of short stature, and/or a person with limited reach e.g. where controls are at least 750mm and not more than 1200mm above the ground.

3.2. That the proposed ticket vending machines have suitable visual and auditory feedback to assist people with sensory impairment. Consideration should be given to text sizes and visual contrast of key parts of the equipment.

3.3. That adequate lighting is provided to illuminate instructions and to facilitate ease of use.


4. Ticket Counters

4.1. That at least one counter is proposed designed so as to meet the needs of both seated and standing persons e.g. a maximum height of 760mm for seated person and between 950-1100mm for a standing person.

4.2. That a counter designed for use by a seated person has a 700mm clear space from the floor to the underside of the counter to a depth of 500mm.

4.3. That the proposed ticket counter is designed to be accessible to seated persons on both staff and public sides of the counter.

4.4. That the counter surface as an upward sloping leading edge at the front of the counter to help people with limited dexterity to grip coins.

4.5. That any glazed partition forming part of the counter system has nonreflective properties.

4.6. That the proposed counters have induction loops which are clearly identified and designed in accordance with BS6083 in addition to standard amplification equipment.

5. Lighting

5.1. That any proposed lighting is designed and positioned so as not to interfere with proposed hearing loop systems provided at the ticket counter.

5.2. That any proposed lighting does not create unnecessary glare or reflection for glazed counters and other adjacent display equipment etc.

5.3. That the proposed lighting adjacent to the ticket desk should provide adequate lighting so as to ensure that the face of ticket desk staff are evenly lit to facilitate lip reading.

5.4. That adequate lighting (in accordance with current CIBSE guidance) is provided over the existing stairs and that the creation of shadows, glare, and pools of light over the stairs are avoided.

6. Flooring

6.1. That any proposed replacement surface has adequate slip resistance properties under varying conditions in order to provide a firm foothold and good wheel grip.


6.2. That any proposed surfaces provide adequate visual contrast at the junction of floor and wall.

6.3. To consider the provision of flush fitted entrance floor system at the principal entrance to minimise water ingress, which may impact upon any slip resistant property of the proposed surface. Suface laid mats should not be used.

6.4. That high gloss finishes are avoided due to problems with glare and the perception that they may be slippery.

7. Entrance barriers

7.1That a suitable wide barrier is provided both at the main entrance and the arch entrance off Shoppenhangers Road. The barrier should facilitate ease of access for customers with bicycles, large luggage, pushchairs, wheelchairs, who may be accompanied by a guide dog, or who may not have the dexterity and speed to use an automated barrier etc. Any such barrier should be designed and managed to allow the independent use of such a facility with the station is unmanned.


7.0 Prioritised List of Recommendations

Description

Low These works should be considered to improve access for all building users. While not essential to provide access these should be considered during any planned maintenance or development works.

Med As for Low and;

These works are considered necessary and compliment high priority works. While not essential, these works will allow for significantly improved ease of use for all building users.

High As for Med and;

These works are essential and urgently required. They are the minimum necessary to provide acceptable levels of access and safety for people with disabilities. Plans should be in place for their completion as soon as possible.

Please note that the following schedules are designed for colour printing. High priority schedules are highlighted in red.

It should be noted that compliance with the recommendations contained in this report does not ensure compliance with the Disability Discrimination Act 1995 and

2005.

Responsible Organisation abbreviations

RBWM Royal Borough of Windsor and Maidenhead

FGW First Western

SWT South West Trains

TSE

Guest

Accomm.

Tourism South East

Guest accommodation providers

ODA Olympic Delivery Authority


A Pre-visit Information for project area

ID Resp

A1 RBWM

Chamber of

Commerce

Town centre management

Local businesses

A2 RBWM

A3 RBWM

Chamber of

Commerce


Local businesses

A4 RBWM

Problem identified

Very limited accessible pre-visit information available regarding facilities and locality (includes guest accommodation, retail, eating out, town centre environments, some visitor attractions)

Access guide for area now out of date

Not all Web base information complies with current international web accessibility standards

Some areas within

Windsor Town Centre may pose as a barrier to some visitors due to the hilly environment

Recommended work

Provision of an accessible means of pre-visit information

To consider using a

Visitor Information website that collates local tourist information and combines with access details of local facilities

To consider provision of online version of access guide, in addition to updated printed version

Consider the establishment of a

Visitor Information website that collates local tourist information and combines with access details

That all web-based information complies with current international web accessibility standards. To raise awareness amongst the project area of the importance of websites being accessible

To consider identifying a suitable route for people who may experience difficulties negotiating a steep environment. To identify a route with advice from members of the Access Advisory

Panel. Publicise and provide information regarding it (York and

Winchester have examples)

Priority

Med

Med

Med

Med

High

Med


ID Resp

A5 RBWM

Chamber of

Commerce


Local businesses


Lack of service providers advertising that all information is available upon request in an alternative format


That all service providers ensure that their information is available in an alternative format upon request and that the service is published. To raise awareness amongst the project area of the importance of information being accessible

B Public Transport – Trains Maidenhead Station

ID

Resp

B1 FGW

B2 FGW

B3 FGW

B4 FGW

B5 FGW


Lack of step free access at Platform 1


Provision of step-free access to platform 1.

Ticket counter height not suitable for a person seated or of short stature

A section of the ticket counter should be lowered for use by wheelchair users and those of short stature.

Ticket machines do not meet the needs of visually impaired users

Ticket machines should be provided that are designed to better meet the needs of visually impaired users, e.g., provision of both tactile and audible feedback from the touch screen.

Printed Information does not meet current good practice guidance

Printed information should be designed to meet with best practice guidance, e.g., the See

It Right. Text size should be increased and the use of italicised text removed.

Lack of Platform Train

Interface indicators to assist visually impaired people

Platform Train Interface indicators for visually impaired people, i.e., tactile paving, should be provided on the platform.

Priority

High

Priority

High

High

Med

Med

Med


ID Resp

B6 FGW

B7 FGW

B8 FGW

B9 FGW

B10 FGW

B11 FGW



Lack of tactile indications on stepped approaches


Incorporate tactile paving on stepped approaches to platforms.

Lack of seating with armrests

Poor circulation space within ticket hall

Information on website inaccurate available identified from questionnaire of people experiencing difficulties when booking assistance to help at Maidenhead

Station and having to rely on other passengers

Provide a mixture of seating on all platforms, i.e., with and without arm rests.

Re-development of entrance ticket hall to improve entrance and internal circulation for all station users.

Regular review of website information to ensure provided information is up to date and accurate

Provision of clear information about the facilities available at the station and how to request access to them

To ensure that staff assistance is available when booked as people are dependent on this service for access

Priority

Med

Low

Med

Med

Med

High

B Public Transport – Trains Windsor and Eton Central Station

ID Resp

B12 RBWM



Poor signage from

Station to King

Edward Court

Recommended work Priority

Improve signage to ramp/lift at King Edward

Court for users exiting the station. As the lift is not clearly visible, the facility should be signed.

All signage should be conspicuous and designed to be accessible, e.g., colour contrasted text (see Sign design Guide).

Med

B13 RBWM


Steps from Coach

Park do not reflect current design guidance

Steps from the coach park should incorporate tactile indicators and colour contrasted strips to highlight nosings.

Med

B14 RBWM


Lack of information regarding lift access

Users should be informed of the operating hours of the lift facilitating wheelchair access between the coach park and the train station.

High

B15 FGW Ticket counter height not suitable for a person seated or of short stature


High

B16 FGW On audit visit, ticket office was not open when it should have been, one ticket machine was not working

The ticket office should be staffed in accordance with the opening hours specified. This will help to overcome some of the accessibility issues with the ticket machines

Med


ID

B17

Resp

FGW




Ticket machines should be provided that are designed to better meet the needs of visually impaired users, e.g., provision of both tactile and audible feedback from the touch screen.

Med

B18 RBWM


B19 FGW

B20 FGW

Poor information regarding the shopping centre

To ease navigation, the map of the shopping centre located within the train station should be orientated/re-designed to ensure that it accurately represents the actual layout of the centre.

Seating does not contrast visually with the surrounding environment and lacks arm rest

Accessible sheltered seating, which, visually contrasts with the surrounding environment, and incorporates arm rests should be provided at intervals along the platform.



Platform Train Interface indicators for visually impaired people, i.e., painted yellow lines and tactile paving, should be provided on the platform.

B21 RBWM


Poor wayfinding information regarding the location of the accessible WC

Low

Med

Med

Low Directional signage to

WC provision from the station should be improved. To account for the visual clutter in

The Concourse, it is suggested that additional directional signage is provided.

Signage should be visible, conspicuous and legible.


ID Resp

B22 Shopping centre management


Lack of tactile indicators to indicate a change in level


Stepped access to male and female WC provision should incorporate appropriate tactile indicators.

Low

B Public Transport – Trains Windsor and Eton Riverside Station

ID Resp

B23 SWT


Lack of access zones identified in disabled parking spaces


Provide access zones in accordance with

BS8300:2001 at all disabled car parking spaces.

B24 SWT Lack of wheelchair accessible ticket machine in close proximity to the designated disabled parking bays.

B25

B26

SWT

SWT

Ticket counter height not suitable for a person seated or of short stature



Ticket machines should be provided that are designed to better meet the needs of visually impaired users, e.g., provision of both tactile and audible feedback from the touch screen

B27 SWT

Provide a wheelchair accessible ticket machine in close proximity to the designated disabled parking bays.

Printed information should be designed to meet with best practice guidance (See It Right

RNIB). Text size should be increased and the use of italicised text removed. does not meet current good practice guidance

Priority

Medium

Medium

High

Medium

Medium


ID Resp

B28 SWT





Platform Train Interface indicators for visually impaired people, i.e., tactile indication, should be provided on the platform.

B29 SWT indicating accessible

WC provision

Accessible WC provision should be made more conspicuous, to match the signage for the male and female WC provision.

B30 SWT

B31 SWT

B32 SWT

Limited circulation space outside the accessible WC facility

Pre-visit information should reflect the limited access provided outside the accessible WC. Any planned improvements to review circulation space regarding Regular review of the hours when station is manned is different website information to ensure provided to the hours stated on the website. This impacts on whether accessible entrance is open information is up to date and accurate

Lack of accessible entrance available at all times

Availability of an accessible entrance at all times

B Public Transport – Car Parks

ID Resp

B33 RBWM

Problem identified Recommended work

Low level of To review current designated disabled car parking spaces identified in site visits and data from questionnaire parking provision in relation to disabled car parking spaces .To increase the number of disabled car parking spaces as per current guidance (6%) in all car parks within the project area

Priority

Medium

Low

Med

Medium

High

Priority

Med


ID

B34

B35

Resp

RBWM

RBWM

B36 RBWM

B37

B38

RBWM

RBWM

Problem identified Recommended work

Poor lighting levels in To provide improved some Multi storey car parks lighting in multi-storey car parks (and along routes to/from the principal entrances) for the benefit of all car park users.

Poor information in relation to height restrictions at car parks

To include any height restriction information on leaflet, website and other pre-visit information

To ensure all disabled parking bays reflect current guidance and are clearly defined parking bays do not reflect current guidance in relation to dimensions and markings particularly rear access zone. Also some markings are fading

Drop kerb gradient from disabled parking bays in Alexandra gardens to path were considered too steep

To improve gradient from disabled parking bay to path

Many of the parking meters and their controls were not accessible to all potential users, as some were sited up a single step or raised and controls were above 1200mm above ground level

To ensure any new parking meter installed are fully accessible

(location and controls) as per current guidance

(BS8300:2001). NB priority will need to be increased if RBWM’s current charging policy is changed i.e. blue badge holders park free

Priority

Med

Med

Med

Med

Low


B Public Transport – Bicycles

ID Resp

B39 RBWM

Problem identified regarding bike park facilities

B40 RBWM/

FGW

Bikes parked on the approach route to

Maidenhead station causing a potential obstruction


Clear information about the location of bike park facilities

Med

Improved formal provision for cycle parking at the principal entrance to

Maidenhead station

(station approach)

Med

B41 RBWM Some bike parking posing an obstruction and barrier to pedestrians

Enforcement of safe cycle parking to prevent obstruction on town centre footways

Med

B42 RWBM Poor location of some

bike park facilities

Ensure appropriate positioning of future bike park facilities away from main pedestrian circulation routes

B Public Transport – Bus

ID

Resp

B43 RBWM


No bus stops assessed, as having the appropriate bus boarders to provide access onto the bus for wheelchair users.

Appropriate bus boarders can negate the deployment of the bus ramp therefore improving access and reducing time spent accessing the bus for some users

Develop a prioritised programme of providing bus boarders throughout the area working with the bus operators.

Incorporate raised bus borders at all stops and ensure that sufficient clear space is provided for the bus and wheelchair approach.

Also ensure parking does not prevent good access. Development of standard design specification for accessible bus stops

Med


High


ID Resp

B44 RBWM


Some seating at bus stop lacks armrests and is not visually contrasting against adjacent surfaces


Provide a variety of seating at the bus stop, i.e., with and without arm, that visually contrasts with adjacent surfaces

Low

B45 RBWM Map at Maidenhead

High street may be difficult for a visually impaired person to understand

Provide a more accessible map, taking into consideration the needs of visually impaired users. bus Lack of real time operators information at

Maidenhead Station

Provide real-time visual information at

Maidenhead station

B47 Bus operators

Both bus operators do not provide ongoing disability awareness training

B Public Transport – Taxis

To provide regular disability awareness training for drivers

Med

Med

Med

ID Resp

B48 RBWM/taxi operators

B49

B50

RBWM

RBWM


Some taxi drivers are not aware of how the ramp on their vehicle should be used


To ensure that all taxi drivers are aware of how the ramp on their vehicle works. To provide practical training on a regular basis

High

Lack of information at the taxi rank regarding accessible taxis

Provide numbers for taxi firms that offer wheelchair accessible vehicles at the taxi rank.

As part of the license condition there is no requirement for ongoing disability awareness training for drivers

To consider ongoing disability awareness training as part of license condition. (DSA license requirements is considered not sufficient)

Med

Med


ID Resp

B51 RBWM/taxi operators

B52 FGW


At Maidenhead Station during audit, taxi driver took wheelchair into vehicle from the road.

The gradient on the ramp was therefore considered steep. The ramp gradient is based on the end of the ramp being positioned on the pavement to ensure the ramp gradient is optimised for ease of movement

Lack of drop kerb close to taxi rank at

Maidenhead Station


Assess how a user would enter a wheelchair accessible taxi from the pavement at the taxi rank

Med

Low

B53 FGW Lack of clear information regarding taxi rank location

B54 RBWM/Taxi Taxis often parked operators where buses pull in on

Shoppenhangers

Road, Maidenhead

Station therefore making it difficult for passengers to alight from the bus. Would be impossible for bus wheelchair ramp to be used

B55 RBWM

B56 RBWM

Lack of seating with armrests at Thames

Street taxi rank

Windsor

Poor access for a wheelchair user to access an accessible taxi at Windsor and

Eton Riverside Station

Provide a dropped kerb in close proximity to the taxi rank.

Improved Taxi rank signage and general identification

To consider removal / relocation of taxi rank on

Shoppenhangers Rd to prevent obstruction to bus stop

Provide seating in close proximity to the taxi rank with arm rests.

Assess how a user would enter a wheelchair accessible taxi from the pavement at the taxi rank. This would include considering the introduction of dropped kerbs as part of the taxi rank, widening the pavement or relocating the rank to a more accessible location.

Med

Med

Med

Med


ID Ref

B57 RBWM


Lack of sheltered accessible seating at some taxi ranks


Investigate the provision of sheltered accessible seating at the taxi rank.

(it is noted that some of the taxi ranks are located within conservation area and restrictions may apply).

Med

B Public Transport – Park and Ride

ID

B58

Ref

RBWM

Problem identified Recommended work Priority

Park and Ride

To ensure that the Med transport at Home

Park uses an infrastructure maximises the benefit accessible vehicle of accessible vehicles however the infrastructure at the car parks does not facilitate easy access onto the vehicle i.e. access from highway into vehicle no raised boarder, ramp gradient considered too steep. This potentially is a useful service for some people who find negotiating steep gradients difficult as the service stops very close to Windsor

B59 RBWM/bus operator

Castle

Lack of clear information regarding

Park and Ride facilities and levels of accessibility

Provision of accessible pre-visit information Med


B Public Transport – Windsor Coach park

ID

B60

B61

Resp

RBWM

RBWM


Lack of adequate step nosings and tactile indicators


Steps from the coach park should incorporate tactile indicators and colour contrasted strips to highlight nosings in all lighting conditions.

Lack of information regarding lift access

Users should be informed of the operating hours of the lift facilitating wheelchair access between the coach park and the train station.

This information should be available to those wishing to use the facility prior to the visit.

B62 RBWM

Town Centre

Management

Lack of wayfinding information from

Coach Park to

Station to retail areas/WC facilities

Directional signage to shopping areas should be provided at platform level for those users approaching from the coach park.

Priority

High

High

Med

Signage should be provided within the train station notifying users of lift access to the coach park from platform level.

High

B63 RBWM

Town Centre

Management

Lack of information regarding assistance within

WC area

Signage should be provided in close proximity to the accessible WCs notifying potential users of where assistance can be requested.

Med

B64 RBWM

High provision in Coach

Park lacks drop down rails

Accessible WCs to have a drop down rail adjacent to the toilet pan as per guidance

B65 RBWM

Med

WCs do not reflect current guidance

(ADM 2004)

Accessible WCs to reflect current design guidance in relation to fixtures and fittings


C Specialised facilities – People to Places and Shopmobility

ID Resp

C1 RBWM people to places

C2 RBWM

WAMU

C3 RBWM

Shopmobility

Transport providers

(P2P)

King Edward

Shopping

Centre managment

Problem identified Recommended work Priority

People to places

To discuss/review with transport is a popular

People to Places their

Med service however offers an extremely limited current level of service provision and whether service at weekends there is any scope for and evenings with no service to people who extensions to their service are not residents of the Borough

Both Shopmobility schemes only operate

Monday to Saturday

To discuss/review with

W&MU their current level of service provision and whether there is any scope for extensions to their service to include

Sundays. Increasing numbers of shops, places to eat ,visitor attractions are now open on a Sunday

Shopmobility Windsor has recently moved and there has been a few issues: poor signage indicating location both in car and as a pedestrian

P2P transport unsure where drop off point is for shopmobility

Lift dwell times from

King Edward Court

Access to

Shopmobility when car park is full

To ensure that there a good level of information regarding the new location and promote the facility

To ensure good level of communication between transport providers and

Shopmobility in relation to drop off points

To review drop off point in relation to vehicles who cannot access King Edward

Court car park.

Currently Shopmobility has to close office and take a scooter down to meet at the lower end of Peascod Street

Med


D General Circulation and Wayfinding

ID Resp

D1 RBWM

D2 RBWM

D3 RBWM

D4 RBWM

Town centre

Management

D5 RBWM


Lack of tactile indicators, adequate colour contrasted nosings and handrails at the stepped access route King

Edward Court. This was considered a major circulation route with no indication to a visually impaired person of a change in level

There are a number of places in both Maidenhead and Windsor where the pavement has been repaired using an infill of tarmac and not the material the area is paved in i.e. brick pavers, paving slabs. This has often caused differences in surface levels and a potential trip hazard. For example

Topshop/McDonalds M’head,

Peascod St, Thames Street

Rise fall bollard to prevent unauthorised vehicle access in

Maidenhead is currently broken


Incorporate tactile indicators and colour contrasted nosings and handrails at stepped access route at King Edward Court.

Review and replace pedestrian paving.

Ensure no significant level change resulting in a potential trip hazard. Ensure an even surface is maintained and future repairs are appropriate to the surrounding area.

Priority

High

High

General pedestrian environment in both Maidenhead and

Windsor and Eton is cluttered with ‘A’ boards, parked vehicles, café table and chairs, waste bins, planters reducing pavement width and creating potential barriers

Some dropped kerbs are considered too steep and lack the appropriate tactile indication

Repair/replace rise/fall bollard at end of pedestrian precinct to prevent unauthorised vehicle access.

Med

Med Ensure pavements are regularly inspected to discourage pavement parking and to encourage shop keepers to keep the footway clear of obstruction from ‘A’ boards and waste bins etc

To ensure that all dropped kerbs have the appropriate tactile warning surface (with priority given where the dropped kerb is in direct line of approach) and correct gradient.

Med


ID

D6

D7

Resp

RBWM

RBWM

D8 RBWM/ contractors

D9 RBWM/ contractors

D10 RBWM


On a controlled crossing the use of the rotating cone is an essential tool for a visually impaired person. On some crossings the rotating cone was not working

Dwell times on some crossings were considered too quick for people with restrictive level of mobility

Temporary works requiring closure of the footway lack of an accessible route

Lack of visibility of temporary barriers in Maidenhead Town centre during audit

In some areas lack of seating to assist people with mobility difficulties


That all

Med

Pelican/Toucan crossings have rotating cone facility and these are regular inspected to ensure they are in working order at all times.

That the dwell times on Pelican/Toucan controlled pedestrian crossings are reviewed to ensure there is adequate time for slower pedestrians to cross safely before lights change.

Med

That where temporary utility works are undertaken which require the closure of sections of footway, that an alternative accessible route is provided (including the provision of temporary dropped kerbs where appropriate).

High

That all temporary barriers including scaffolding are clearly identified with appropriate high visibility barriers

To ensure that the provision of appropriate seating is reviewed along all pedestrian town centre routes to ensure adequate provision

High

Medium


ID Resp

D11 RBWM

D12 RBWM

D13 RBWM


D14 RBWM


Seating often provided without armrest which can assist some people

Lack of auditory information for

Visually Impaired people in both town centres

Some areas within Windsor

Town Centre may pose as a barrier to some visitors due to the hilly environment


Where seating is

Low provided care should be taken to ensure that it is of a suitable height and is combined with arm rests and back supports where appropriate

To consider the provision of an

Med automated town centre wayfinding system suitable for use by visually impaired people. Requires consultation with visually impaired residents of RBWM

To consider the provision of access information such as ramp gradients on

Town Centre maps

(see also rec.A4)

Med

Many of the pedestrian controlled and uncontrolled crossings within Windsor town centre either had no tactile indication or inappropriate tactile indication for the appropriate crossing. Some crossings had tactile on one side and not the other for example the junction of

St Leonards and Albany Road, others with none at all junction of Sheet and Victoria Street.

Also some crossing points had tactile indication for a controlled crossing which clearly gives people incorrect information.

Review all the pedestrian crossings both controlled and uncontrolled within

Windsor Town Centre to ensure that they all reflect current design guidance in relation to the provision of tactile paving

High


ID Resp

D15 RBWM

D16 RBWM

D17 RBWM

D18 RBWM


Lack of tactile indicators, adequate colour contrasted nosings and appropriate handrails on both sides at the stepped access along the riverside path and into

Alexandra Gardens. This was considered a major circulation route with no indication to a visually impaired person of changes in level and lack of handrails for a person with mobility impairments

Town Centre areas particularly

Windsor assessed as having a weak way finding strategy.

Evidence that at key decision points, lack of good directional signage, lack of the use of pictograms, some signage confusing, some signage located within a cluttered environment, lacks clarity and consistency


Incorporate tactile indicators and colour contrasted nosings and handrails at stepped access routes along the riverside path.

Plan and provide a new wayfinding strategy for Windsor

Town Centre that follows current design guidance (for example

Sign Design Guide) and incorporates the use of pictograms.

Consult with user groups on the signage for example sensory and cognitive impairments

Many bollards within town centre environment do not have contrasting band to enable identification by a visually impaired person against background environment

Some bollards are less than

1000mm in height and therefore perceived as a hazard.

Freestanding objects are recommended to be at a height no lower than 1000mm.

Examples bollard located in

Arch to station shopping area and bollards located on entry to

Alexandra Park

Provision of a contrasting band on all bollards to ensure identification in all lighting condition

Ensure all freestanding objects are at a height no lower than 1000mm

Priority

High

High

Med

Med


E Retail and Eating Out

ID Resp

E1 RBWM


Chamber of

Commerce

E2 RBWM


Chamber of

Commerce

E3 RBWM


Chamber of

Commerce

E4 RBWM



Several service providers still have physical barriers to accessing services

Some lack of awareness of service providers duties under DDA.

Some lack of awareness of the range of impairments

(sensory, cognitive for example) covered by DDA and how to deal effectively with customers. Evidence of stereotypical disabled person perceived as wheelchair user

`A’ boards located on footways and creating a barrier to accessing shops, places to eat


Encourage / facilitate

High improved access to those shops/restaurants that have not already removed physical barriers

Provide information and guidance on how retail premises can be managed so that

High major barriers can be effectively overcome

(consider providing free training advice sessions). Work closely with Chamber of Commerce and

Town centre

Managers

Provide information and an increased level of awareness of the needs of a

High disabled person with a range of impairments. Work closely with Chamber of Commerce and

Town centre

Managers (consider providing free training advice sessions)

Highways officers to undertake regular checks to ensure ‘A’ boards don’t create unnecessary hazards on the footway

High


ID

E5

Resp

RBWM

RBWM


Physical barriers to accessing some facilities


Ensure any future development/ change of use in the provision of retail/restaurant should maximise levels of accessibility using local planning / buildings regulation policy and consulting with Access Officer

If any works to pavements are to be carried out to see whether level heights can be changed to reduce step heights an example Theatre

Royal Windsor

Medium

F Public Conveniences

ID

F1

Resp

F2 RBWM

F3 RBWM

Problem identified regarding accessible WC provision

Lack of accessible WC facilities particularly in

Maidenhead

Accessible WC provision in Coach Park lacks drop down rails


Compile a list of the available accessible WC facilities

Include relevant information such as opening hours, whether a RADAR key is required, whether it is a left of right-handed layout etc.

Where a RADAR key can be obtained

Priority

Med

Med

Ensure that the above list is easily obtainable in a range of accessible formats.

Encourage the future development/ provision of accessible WC’s through local planning / buildings regulation policy

Provision of drop down rails in each accessible WCs (see ref.B64)

Med

Med

High


ID Resp

F4 RBWM

F5 RBWM


Some accessible WCs do not reflect current guidance (ADM 2004)

Lack of tonal contrast between sanitaryware and wall/floor in some general WC provision

F6 RBWM


F7 RBWM


Chamber of

Commerce

A number of restaurants do not have accessible

WCs facilities and many of the public accessible provision is closed during the evening

Lack of ‘Changing

Places’ accessible WC provision in Windsor

Town Centre. Comments made from data received from questionnaire about the lack of provision within Windsor. More and more towns are now providing this facility and given Windsor as a

Visitor destination consideration should be given


Where possible to carry out a programme of improvements to upgrade

WC facilities to reflect current guidance (see refB65)

To recommend improved use of tonal contrast in any redecoration of general WC facilities to reflect current guidance

To review the current policy regarding accessible WC provision and opening hours to ensure adequate facilities are available and that information is provided

To consider the provision of this type of facility within

Windsor Town Centre. Carry out feasibility study in consultation with local groups

Suggest the WC facility at

River street car park as a possibility it has larger than normal room dimensions, a good central location and close to disabled parking spaces

Priority

Med

Med

Med

Med


G Public Buildings

ID Resp

G1 RBWM


Lack of up to date information regarding

Recommended work Priority information about the

G2 RBWM

H Visitor Attractions

parking available at public buildings. public buildings. full access to the first floor of the building.

Currently in place is a seated stairlift, which cannot be used by all people. The Guildhall does not have free open public access the ground floor or in an alternative venue

Carry out feasibility study to determine whether there are any alternatives to the current arrangements for vertical access

High

Med

Priority ID Resp

H1 Visitor

Attractions

RBWM


Some inconsistency in the level of pre-visit


Provision of consistent level of pre-visit information

H2 Visitor

Attractions

RBWM

H3 Visitor

Attractions

RBWM

H4 RBWM Access advisory Panel by each individual attraction. Some good examples identified

Not all Visitor

Attractions provide disability awareness training for staff and

Encourage Disability

Awareness training for all attractions. Possibility of offering training for smaller volunteers

Not all Web base information complies with current international web accessibility standards organisations

That all web-based information complies with current international web accessibility standards. To raise awareness amongst the project area of the importance of websites being accessible

Unable to assess boat trip due to unsafe river conditions

To carry out assessment of accessibility levels on boats with members of Access

Advisory Forum

Med

Med

High

High


J Guest Accommodation

ID Resp

J1 RBWM

Guest accomm.

Providers

TSE

J2 RBWM

Guest accomm.

Providers

TSE

J3 RBWM

Guest accomm.

Providers

TSE

J4 RBWM


Very limited levels in the level of information provided regarding disabled facilities within guest accommodation.

Often information inconsistent between publications and different formats

Not all accommodation providers provide disability awareness training for staff

Not all Web base information complies with current international web accessibility standards

Within Stay brochure


Encourage and promote better detailed information provision amongst providers

Provision of consistent level of pre-visit information catering for all impairments

Encourage Disability

Awareness training for all guest accommodation providers. Possibility of offering training for smaller providers

That all web-based information complies with current international web accessibility standards. To raise awareness amongst

Guest Accommodation providers of the importance of websites being accessible

For RBWM future

Priority

Med

Med

High

J5 RBWM

Guest accomm.

Providers

TSE based on selfrelation to disabled audit wide ranging using National Access levels of accessibility Scheme categories

On national databases RBWM

Guest accommodation performed very poorly with only one establishment and a campsite meeting a nationally recognised standard

For RBWM to have a higher number of guest accommodation providers meeting a nationally recognised access standard. Encourage

Guest Accommodation providers to apply.

Med

Med


ID

J6 RBWM

J7 RBWM

TSE

J8 RBWM

Guest accomm.

Providers

TSE

J9 RBWM

Guest accomm.

Providers

J10

Resp

RBWM

Guest accomm.

Providers


Booking service both online and telephone impairments.

Some lack of awareness of service providers duties under DDA.

Some lack of awareness of the range of impairments

(sensory, cognitive for example) covered by DDA and how to deal effectively with customers. Evidence of stereotypical disabled person perceived as wheelchair user

Lack of any guest accommodation provider having a fixed tracking hoist or the ability to provide a temporary provision

Guest

Accommodation

Providers unaware of


To ensure that TIC has information on all Guest

Med in relation to facilities covering all impairments

Provide information and guidance on how Guest accommodation providers can be managed so that major barriers can be effectively overcome

(consider providing free training advice sessions).

Provide information and an increased level of awareness of the needs of a disabled traveller with a range of impairments.

(consider providing free training advice sessions)

High

High

Identify the potential need for this provision. If need identified negotiate with agreement in a new facility

RBWM to provide up to date list regarding places to rent equipment,

Med guest accommodation providers for the provision or possibly consider funding via Planning 106 equipment to assist provide to guest guests enjoy their accommodation providers stay for example Med

RBWM

Guest accomm.

Providers

TSE hoist, shower chair understanding of the needs of the disabled traveller. Suggest training


K Dorney Lake

ID Resp

Trust

K2 Dorney Lake

Trust

Trust

Trust

ODA

Trust

ODA

Trust

Local User groups

Trust

Problem identified information about access issues

Lack of information with regard to access issues experienced at previous major events access strategy likely to ensure access issues are incorporated into future proposals awareness of staff with regard to disability awareness and legal duties accessible transport solutions with local user groups with regard to access issues. information about what facilities are available and how accessible they are.


Undertake detailed access audit of existing facilities

(internal and external)

Review “wash-up” report for access issues identified after the 2006 world championships

Identify access/inclusion champion

Develop detailed access strategy and ensure this becomes part of any future design brief.

Access to be a key aspect of the event planning and be contingent on all event agreements

Training for project management team and other relevant staff on disability and access related issues

Consider development of transport access strategy

(possibly to be included in main strategy)

Close liaison with Olympic committee with regard to access to transport issues

Early consultation with broad range of local user groups

Develop close working partnership with local stakeholders e.g.

Shopmobility

To ensure that detailed, accessible information strategy is established which includes all necessary pre-visit information and details about the broad range of facilities likely to be available.

Priority

High

Med

High

High

High

High

Med

Med

Med

Med

High


L Slough Town Centre

ID Resp

L1 Slough LA


Lack of accessible previsit information

L2 Slough LA

Slough LA

L3 Slough LA

L4 Slough LA

L5 Bus operators

L6 Slough LA

Bus operators

L7 Slough LA

Lack of accessible parking bays at the central car parks

Need for provision of clearly identified bicycle storage to prevent on-street obstruction

Lack of appropriate seating in bus station

Poor access to information centre at the bus station

Information provision not fully accessible

Lack of information about which local Taxi firms have accessible cabs


To consider the compilation of a local access guide detailing access to local shops, restaurants, cinemas, hotels etc.

To consider making the above information available in electronic and written format accessible both on the web and via local information services.

Ensure that wheelchair accessible parking provision is provided in accordance with current guidance e.g. approximately 6% of total spaces.

Ensure that information about the location and accessibility is included on any pre-visit information e.g. height restrictions etc.

To ensure lighting levels in car parks are adequate under varying natural light conditions

Provide clearly identified bicycle storage areas at transport interchanges and shopping sites, preferably covered, well lit and secure.

Improve seating within bus station adjacent to all stops as part of bus station redevelopment

Ensure that any areas where services are provided & information given are fully accessible to all potential visitors

Ensure that where information is provided it is accessible to all, especially consider height, design and location of timetable information

Provide clear contact information for companies who have accessible vehicles

Priority

High

High

High

High

Med

Med

Med

Med

High

Med


ID

Resp

L8 Slough LA

L9 Slough LA

L9 Slough LA


Lack of clearly identified taxi ranks

Lack of information about location of accessible WC’s

Town centre area (high street, bus station and railway station) is due to undergo a major redevelopment therefore detailed recommendations regarding the station have not been identified


Improve taxi rank signage around the town centre

To ensure that all town centre maps and any proposed access guide includes detailed information about the location of the town centre accessible WC’s and the level of accessibility each WC affords.

To ensure that all proposed works undergo a detailed access appraisal to ensure access for all is incorporated into the detailed design proposals

Priority

Med

High

High


Appendix

Questionnaire

Destination Access Audit 2007


The Royal Borough of Windsor and Maidenhead already has a significant tourist industry, which will further benefit from the staging of the 2012 Olympic Games and Paralympic

Games at Dorney Lake and London.

To ensure that both the facilities and surrounding environments are easy to use and accessible to everyone including both residents and visitors the Royal Borough of Windsor and Maidenhead in partnership with Tourism South East are currently carrying out a project

‘Destination Access Audit – Royal Borough of Windsor and Maidenhead’.

The outcomes of this project will enable the Royal Borough of Windsor and Maidenhead to plan access improvements to benefit both residents and visitors to the borough.

Parker Knight Associates are the Consultants working on behalf of RBWM and

Tourism SE to carry out this project and are keen to seek the views of local people in relation to current levels of accessibility within the borough. To help in this process the completion of the attached questionnaire would be appreciated.

As a thank you for completing this questionnaire all respondents will have the opportunity of winning a £25.00 gift voucher. If you would like to be entered in our free Prize Draw for a £25.00 gift voucher please include your name and address or the name of an organisation you would like to donate it to at the bottom of the questionnaire.

If you would like to receive this information in an alternative format or language please contact Lynne Penn Access Officer

Royal Borough Windsor and Maidenhead tel.01628 796481


Destination Access Audit 2007


1 Have you used or visited any of the following ?

Please indicate with a mark in the box the services you have used. Did you find the access and facilities for disabled people good, fair or poor, please indicate below?

Used

☺

good

Trains

Windsor Riverside Railway

Station

Windsor and Eton Railway

Station

Maidenhead Railway

Station

Slough Railway Station

fair poor

Local buses

Accessible taxis

Park and Ride Windsor

People2places transport

Shopmobility in Windsor

Shopmobility in

Maidenhead

Surface Car Parks in

Windsor


Multi-storey car parks in

Windsor

On street parking in

Windsor

Surface Car parks in

Maidenhead

Multi-storey car parks in

Maidenhead

On street parking in

Maidenhead

Public toilets in Windsor

Public toilets in Maidenhead

Used

☺

good

Windsor Pedestrian environment

(pavements,drop kerbs, pedestrains crossings)

fair poor

Maidenhead Pedestrian environment

(pavements,drop kerbs, pedestrains crossings)

2 Have you visited any of the following places?

Please indicate with a mark in the box the places you have visited and whether you found the access and facilities for disabled people good, fair or poor?

Attraction Visited

☺

good fair poor

Windsor Castle

Ascot Racecourse



☺

good

Legoland

Eton College

Frogmore House

St Georges Chapel

Savill Garden

Stanley Spencer Gallery

Cliveden National Trust

Dorney Court

Windsor Great Park

Boat trip on the Thames

Dorney Lake

River and Rowing Museum,

Henley

Theatre Royal, Windsor

Royal Windsor Racecourse

Windsor Arts Centre

Windsor Guildhall

Blue Badge Guided Tour

Maidenhead Heritage Centre

fair poor



☺

good fair poor

Odeon cinema Maidenhead

Magnet Leisure Centre

Norden Farm Arts Centre

Windsor Leisure Centre

Windsor Library

Maidenhead Library

York House, Windsor

Maidenhead Town Hall

Shopping in Windsor

Shopping in Maidenhead

3 Please note in the box below any other facilities or services that you consider maybe of benefit or a barrier to disabled people within Windsor and Maidenhead Town centre areas.

4 When planning a journey and/or holiday where do you find the information to plan your trip? Please indicate with a mark in the box below what sources you use?

Printed information for Internet/websites example brochures

Telephone contact


5 Please indicate with a mark in the box below if you have any of the impairments listed?

Visual impairment

Mobility impairment

Learning difficulties

Hearing impairment

Wheelchair user

6 If you wish to discuss any access issues in the Windsor and

Maidenhead town centre areas in more detail please provide contact details below

7 As part of the project we are hoping to carry out journeys and site visits with disabled people. If you would like to be involved in any of the journeys or site visits in the Windsor and Maidenhead areas please provide contact details below

Please return the questionnaire by 30 November 2007 to:

Thank you for your assistance


References

Barker/Fraser (2000) Sign Design guide – Guide to inclusive signage

BSI (2001) BS8300: The design of buildings and their approaches to meet the needs of disabled people – code of practice

BSI (2006) PAS 78: Guide to good practice in commissioning accessible web sites

CIBSE (1997) Code of Lighting

DCMS (2007) Winning: A tourism strategy for 2012 and beyond

Department for Transport (2002) Inclusive Mobility

DETR (1999) Guidance on the use of tactile paving surfaces

DRC (2006) Code of Practice for Service Providers

DRC (2006) Provision and Use of Transport Vehicles: Statutory Code of

Practice

Dulux ICI (1997) Design Guide for the Use of Colour and Contrast

English Heritage (2004) Easy Access to Historic Properties

Fieldfare Trust (1997) A Good Practice Guide to Countryside Access for

Disabled People

ODA (2006) Transport Plan Summary

ODA (2007) Transport Strategy for the Games

ODPM (2004) Building Regulations: Approved Document M: Access to and use of buildings

RADAR (Royal Association for Disability and Rehabilitation) (2007)

Holiday Guide

RBWM (2003) Windsor and Eton Visitor Survey

RBWM Licensing Conditions for Hackney Carriage Vehicle License


RBWM (1999) Access Guide for RBWM

RNIB (2001) See It Right (clear print guidelines)

Sport England (2001) Access for Disabled People

TSE (2007) Accommodation Data for RBWM

Visit Britain (2004) National Accessible Scheme

Visit Britain Access Statement leaflet
