TOTTENHaM HOTsPuR FOOTBaLL CLuB access statement 2017/2018

Transcription

1 TOTTENHaM HOTsPuR FOOTBaLL CLuB access statement 2017/2018

2 WELCOME TO TOTTENHaM HOTsPuR We pride ourselves that we ensure that all our supporters enjoy a fully inclusive experience. We work closely alongside SpursAbility the Tottenham Hotspur Disabled Supporter s Association (THDSA) to support the interests of all fans with access requirements, our services are available for both home and away supporters. Our full time access team are here to assist you in all your access requirements, while we also have dedicated access stewards who work within our team at Wembley. For all access ticketing enquiries, please contact Shirley Osborn on and for all other access enquiries please contact Jon Dyster on You can also contact us via at access@tottenhamhotspur.com. Please also visit ispurs for all up to date access information at tottenhamhotpsur.com/i-spurs We look forward to welcoming you to Wembley Stadium connected by EE. CONTENTs How to get to Wembley Public Transport Car Parking While you are at Wembley Stadium Turnstiles General information Seating & Powered Wheelchairs Assisted Listening Device Information Booths Guest Services Information Ticketing Spurs Shops THDSA Additional Information Future Plans Contact Information

3 GETTING TO WEMBLEY There are three stations servicing Wembley Stadium. Click here to download a map to locate where the stations are positioned. Wembley Park Wembley Park is on both the Jubilee and Metropolitan underground lines. Currently the Metropolitan line is not accessible for wheelchair users, however, selected Jubilee platforms and trains are. Contact TFL for further information. Wembley Park has step free access between all the platforms and street level. There is also limited step free access between the platforms and trains. This is available on all platforms except platform 5 (southbound Metropolitan line) and provides complete or near step free access between the platform and train for one carriage only in the immediate area around the lift. Signage is provided on the platforms advising customers to wait in this area for level access to the trains. Five new lifts have been installed at this station to allow for wheelchair access from the ticket hall to Olympic Way. All ticket counters at Wembley Park are low-level for wheelchair users. There are induction loops and audio enhancements for hearing impaired passengers. Information in Braille is centrally available with information on the London underground network. Lifts from platform level take passengers up to the ticket hall. Cross the ticket hall to enter the lifts which will bring you down to Olympic Way. From there, it s approximately 600 metres to the Stadium. Complimentary Shuttle from Wembley Park Station to Wembley Stadium Wembley Stadium connected by EE operates a complimentary accessible shuttle service from Wembley Park Station to Wembley Stadium. The operating hours for the accessible shuttle will vary from event to event, however a general rule of thumb is that the accessible shuttle will operate from 30 minutes pre gates opening to 1 hour post final whistle or the event finishing. The accessible shuttle runs on a rotational basis approximately every 30 minutes from A to B, this is subject to traffic on the day. The meeting point for the accessible shuttle from Wembley Park Station is by the entry of the lift at the station, adjacent to Olympic Way. The Guest Services team will be on hand to support you from this point. The Guest Services team are easily identified in yellow jackets with here to help on the back. If you require assistance at the station please ensure you call ahead. TFL travel information: / customer services: TFL text phone TFL have provided approximate journey times from Wembley Park to mainline national rail stations. Visitors can call for 24 hour information on or text phone on This includes up to date information regarding step-free access (i.e. any locations with defective lifts) and service disruptions. 4 5

4 GETTING TO WEMBLEY WEMBLEY CENTRAL Wembley Central is on the Bakerloo underground line and the London Overground line. Wembley Central station has low-level ticket machines for wheelchair users and there is a gate next to the ticket barriers for wheelchair access. Platforms 1, 2, 5 and 6 have tactile edges to assist blind or partially sighted passengers. There are customer information screens on the concourse and on platforms 1 & 2 to assist hearing impaired passengers. For event day return journeys - the customer access will be via different station entry point. None of the platforms at Wembley Central have step free access at the moment but there is a proposal to install lifts to platforms 1 and 2 as part of the redevelopment of the shopping centre above. London Overground customer services: Wembley Central is a 2km journey to the Stadium. Exit the station via the stairs to street level. Turn right at the exit and the Stadium route will be signposted on event days. Follow the road up to the main triangle junction. Using the pedestrian crossing, turn left at the junction. Continue up towards White Horse Bridge and enter the Stadium via the Bridge entrance. 6

5 GETTING TO WEMBLEY Wembley Stadium Wembley Stadium is on the Chiltern train line. The Chiltern line travels from the Midlands, Oxfordshire and Buckinghamshire. London trains on this line depart from Marylebone station. Refer to the station link above for detailed departure points. Please note these may change for major event days. There are departure boards on each platform. If you are a wheelchair user, please note you will need to call ahead to Chiltern Railways to ensure a wheelchair ramp is on standby to facilitate access from the train to the platform. Chiltern Customer Services: Wembley Stadium is approximately 740 metres to the Stadium. Exit the station via the lifts to street level. Turn right and access to the Stadium is possible via The White Horse Bridge. GETTING TO WEMBLEY PARKING Provision has been made for accessible parking spaces. These are available in both the Stadium car-parks. These are available to Blue-Badge holders and will need to be booked in advance. Please contact City and Suburban Parking at the following website address: wembleyofficialparking.com/event/index to reserve your place. Please note that as all passes must be pre-sent, the cut off date for requesting a pass is 72 hours before an event. Wembley Stadium Accessibility Support on Venue From Wembley Stadium connected by EE, the Guest Services team operate a pushing and chaperone service guests who require additional support on the day in terms of travel to and from their seat. This service is not pre-bookable and can be accessed across all events at the stadium. This service is available from both the yellow and red car parks near to our Guest Services team in the yellow here to help jackets. Buses To The Stadium The following buses run from Wembley Central and Wembley Park station to the Stadium: - 83, 92 and 182. On major event days it is not advisable to get the bus from these stations because the traffic towards the Stadium is likely to be highly congested and some roads may also be shut upon egress due to large numbers of people leaving the stadium. Please note, not all buses that travel to the Stadium are fully accessible. For more information visit TFL Accessible Buses or please call London Buses customer services on SIGNAGE There is clear signage at all three stations and on the motorways, public highways and pedestrian routes, to help direct visitors to the Stadium with large text and our distinctive arch logo. Dial-A-Ride This is a service provided by Transport for London (TFL). On match days dial-a-ride is available for disabled passengers who live in the Wembley area and who are attending events at the Stadium. This is a door to door local service for members of the dial-a-ride scheme. Dial-a-ride contact details: For further information visit the TFL Website. For general information on how to travel to Wembley Stadium from anywhere in the country please visit the Getting to Wembley pages. Read more at wembleystadium.com/thestadium/stadiumguide/ DisabledAccess 8 9

6 Inside Wembley Stadium TURNSTILES For the location of your accessible turnstile entrance into the Stadium, please refer to the map on Level 1. Please select the links below to see information on the facilities available on the various levels within the Stadium: Level 1 Level 2 Level 5 There is an accessible entrance at every set of turnstiles for wheelchair users, semi-ambulant visitors and those accompanied by assistance dogs. All turnstiles are manned by trained stewards. There are two dog relieving stations (next to turnstiles B & M) located on the east and west external public concourse. See Level 1 Map for details. An auditory enhancement system providing coverage of the seating bowl and public concourse areas has been installed. The system will provide event commentary, information and emergency announcements. Inside Wembley Stadium GENERAL INFORMATION Wembley Stadium provides a specific commentator for sensory impaired visitors. Headsets are available and can be collected from any information booth. The outer concourse area and ramps are smooth surfaces (tarmac and block work) for ease of access. Wembley Stadium is proving to be the ultimate matchday experience for visually impaired football fans thanks to an exclusive 90-minute commentary service. Read a review on TheFA.com. All information desks and kiosks, bars and points of sale have induction loop facilities. There are over twenty lifts and thirty sets of escalators in the new Stadium. Dedicated, accessible lifts are sized for two wheelchair users, personal assistants and an attendant. In the event of an evacuation fire shaft lifts will continue to operate and stewards will direct and assist spectators to their nearest lift. There are accessible lifts at the entrance points of the Stadium serving all levels. There are a number of Wembley Stadium wheelchairs available for loan. If you require a wheelchair, please go to one of the information desks on Level 1 Map or Level 5. There are 147 accessible toilets within the Stadium. Access to these toilets will be controlled by use of a RADAR key (if you require a key please go to the information desk or ask a steward). There are seven ATM machines located around the Stadium, all at accessible height. At each kiosk there is an accessible queue point and counter space are available for wheelchair users. Signage, tactile and visual indicators within the Stadium are provided where appropriate. All stewards will be trained in assisting disabled visitors. One of the modules on our steward training programme is dedicated to assisting disabled visitors. Each wheelchair platform will have a dedicated steward to provide assistance where required. Accessible public telephones are located on all public concourses. There are ten information desks distributed across Levels 1, 2 and 5. Read more at wembleystadium.com/thestadium/stadiumguide/disabledaccess

7 Inside Wembley Stadium SEATING There are 310 places for wheelchair users and an equal number for their personal assistants. These seats are distributed across each of the levels. There are 100 enhanced amenity seats for ambulant disabled visitors and those accompanied by assistance dogs. 2 dog relieving stations are located on the outer public concourse on Level 1. All of the disabled seating areas have been designed to comply with the Guide to Safety at Sports Grounds and allow for good sight lines for disabled visitors. See a seat view from a wheelchair bay. All seats within the Stadium meet the Safety at Sports Ground Legislation requirements for semi-ambulant disabled. Powered Wheelchairs Powered Wheelchairs and Powered Scooters are permitted into the Stadium on Event Days; but please note the following: The maximum permitted speed for powered wheelchairs or scooters is 4mph. The maximum size permitted for powered wheelchairs or scooters is; length 1200mm (including footplates) and width 700mm. Read more at wembleystadium.com/thestadium/stadiumguide/disabledaccess Inside Wembley Stadium ASSISTED LISTENING DEVICE Guests requesting an Assisted Listening Device can pick one up on arrival at the stadium from one of the following Information Booths located closest to your seat. We do not take advance reservations for these headsets. In 95% of events, we have plenty of headsets for all that require them. Commentary is only provided for sporting events. Level 1 Seats ( Your Block number starts with 1) Information Booth at Block 108 Information Booth at Block 137 Information Booth at Gate G Information Booth at Gate F Level 2 Seats ( Your Block number or suite starts with 2, 3 or 4) Member Services Booth at 242 Member Services Booth at 212 Level 5 Seats ( Your Block number starts with 5) Information Booth at 514 Information Booth at 539 Devices are complimentary although a short form will need to be filled out to lend a device. We d be happy to store and keep safe your wheelchair while you are here visiting Wembley Stadium. After arriving and entering through your turnstile, please look for an Information Point where our staff will happily check in your wheelchair

8 L Inside Wembley Stadium INFORMATION BOOTH LOCATIONS Level 1 Opposite block 108 Opposite block 137 Internal near Gate G Internal near Gate H Level 2 Opposite block 216 Opposite block 237 Level 5 Near block 514 Near block 539 Wembley Stadium connected by EE provides accessible toilets across all levels of the stadium. Should you require access to an accessible toilet please request the assistance from a steward or guest services team member who will be able to provide access. Stewards are located across the concourse of the venue, the guest services team will be positioned within the nearest information point. Exact accessible toilet locations can be viewed in the map below utilising the keys. Should you require accessible changing facilities this is located on Level 1 at block 104. Should you require access to these facilities please request the assistance from a steward or guest services team member who will be able to provide access. Stewards are located across the concourse of the venue, the guest services team will be positioned within the nearest information point. Wembley Stadium Map as of August 2017 EMPIRE WAY ROYAL ROUTE AREA UNDER DEVELOPMENT STATION SQUARE LAKESIDE WAY WEMBLEY PARK BOULEVARD WEMBLEY STADIUM (ALLOW 5 MINUTES WALK TO THE STADIUM) AREA UNDER DEVELOPMENT EVENTS PAD WEST GATE ENGINEERS WAY KEY CASH MACHINE (B1) TOILETS (B1) OLYMPIC WAY (PEDESTRIAN WALKWAY) SOUTH WAY ACCESSIBLE LIFT ACCESSIBLE SHUTTLE RUTHERFORD WAY AREA UNDER DEVELOPMENT YELLOW CAR PARK CLUB WEMBLEY WEST ENTRANCE CLUB WEMBLEY EAST ENTRANCE RED CAR PARK GATE 5 EAST GATE WEMBLEY CENTRAL (ALLOW 12 MINUTES WALK TO THE STADIUM) BRENT CIVIC CENTRE ARENA SQUARE M K SPANISH STEPS N J GATE 3 MARKET SQUARE WEMBLEY PARK (ALLOW 10 MINUTES WALK TO THE STADIUM) BOBBY MOORE STATUE CLUB WEMBLEY MAIN ENTRANCE AND BOBBY MOORE ENTRANCE H P G A B F C D B4557 MATCHDAY TICKET OFFICE (B1) STADIUM STORE (B1) E LOCAL STREET FOOD STORES FIRST WAY 14

9 Inside Wembley Stadium Guest Services Information Points Guest Services Information Points are located as follows: LEVEL 1 Information Point Locations Information Booth at Block 108 Information Booth at Block 137 Information Booth at Gate G Information Booth at Gate F LEVEL 2 Information Point Locations Member Services Booth at Block 242 Member Services Booth at Block 212 TICKETING We are happy to provide a complimentary personal assistant (PA) ticket if a disabled access supporter requires this in order for them to attend a match. The PA is admitted free of charge and is responsible for the care and assistance of the supporter with access requirements. Any complimentary PA tickets are subject to the PA being present to assist the disabled access supporter at all times. Please note this also includes any organised away travel for PA s to accompany the supporter with access requirements. The Club reserves the right to request supporting evidence of disability and/or access requirements, in line with current legislation and also to review regularly that supporters still meet this eligibility criteria. There are different types of membership so please follow the link below: tottenhamhotpsur.com/membership LEVEL 5 Information Point Locations Information Booth at Block 514 Information Booth at Block 539 Please also note that ALL Members with a disability or other access provision must submit a new Access Requirement Form outlining all your access requirements and reason for requesting a Personal Assistant, if required. This will enable the Access Team to better meet those requirements at Wembley and as we move forward in our planning for our new stadium. Please download and complete this form here and return to The Access Team via access@tottenhamhotspur.com or send via post to The Access Team, Tottenham Hotspur Football Club, Lilywhite House, 782 High Road, Tottenham, N17 0BX. One Hotspur members Please also note that ALL Members with a disability or other access provision must submit a new Access Requirement Form outlining all your access requirements and reason for requesting a Personal Assistant, if required. This will enable the Access Team to better meet those requirements at Wembley and as we move forward in our planning for our new stadium. Please download and complete this form here and return to The Access Team via access@tottenhamhotspur.com or send via post to The Access Team, Tottenham Hotspur Football Club, Lilywhite House, 782 High Road, Tottenham, N17 0BX. 16

10 TICKETING Home matches To purchase match tickets in the accessible areas here at Wembley Stadium, please call our access ticketing line on Please note that there is a specific ticket on-sale date when match tickets become available to members. Should tickets still remain following the members sale a designated ticket on-sale date will also be announced for non-members. Please keep in touch with the Club website for all ticketing information for the 2017/2018 season. AWAY matches To apply for away match tickets, please complete the away ticket application form via tottenhamhotspur.com/the-stadium/accessibility and return it to access@tottenhamhotspur.com. Please note, this is a request for a ticket and does not guarantee a ticket being allocated. You can also apply via your online account at tottenhamhotspur.com. For logistic and planning purposes we request that the complimentary ticket will only be given to a named PA who is there to assist the disabled access supporter only. Non-members Here is the information on how a supporter with access requirements can apply or purchase match tickets in our accessible areas for the forthcoming 2017/2018 Season as follows: EVIDENCE OF DISABILITY Tottenham Hotspur requests evidence of disability/impairment before issuing any disabled access tickets under the Equality Act This is to prevent fraudulent applications, to ensure that we understand and meet your access requirements. 18

11 TICKETING The following is accepted as supporting evidence: Confirmation of Personal Independence Payment (PIP) Confirmation of Disability Living Allowance (DLA) The Access Card Registration document which certifies that you are Registered Blind or Partially Sighted. Veterans Agency letter confirming War Disablement Pension A personal letter outlining your access requirements from your hospital specialist (dated within the last two months) EACH APPLICATION IS REVIEWED ON A CASE BY CASE BASIS Please Note: Receipt of a Blue/Orange badge or incapacity benefit will not be considered sufficient evidence of disability to enable you to purchase disabled access tickets. The documentation must be sent clearly marked for the attention of the Access Team. Please send to The Access Team, Tottenham Hotspur Football Club, Lilywhite House, 782 High Road, Tottenham, London, N17 0BX. This list is not exhaustive and we realise it does not cover all aspects of disabled access. If you have any doubt concerning eligibility or status, please contact our Access Team at access@tottenhamhotspur.com or call for further advice. We will return any original documents sent to us but please be aware that we cannot be held responsible for any items lost in transit. TICKETING We also operate travel for our access supporters to all away matches where there is demand. This can be booked via the link below with Thomas Cook Sport :- thomascooksport.com/football/premier-league/tottenham-hotspur In addition to our accessible single & double decker coaches, we are pleased to offer an accessible, luxury minibus for use by any wheelchair or motorised scooter access supporter to enable them and their PA to have a higher degree of comfort and a more accessible form of transport. The vehicle is also fitted with chair/scooter restraints and is fully air conditioned with Wi-Fi. Where possible you will be accompanied by an access liaison steward who is there primarily to ensure safe passage between pick up points, the away ground and return journey and to liaise with the Access Team and the away team stadium. We ask that any supporters travelling with us inform us of the PA s name when booking the transport. If you require a personal assistant match ticket and book official travel they MUST travel with you for the match ticket to be valid. Please note all bookings are subject to availability

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13 SPURS SHOPS Official Club merchandise will be available to purchase from a number of retail outlets including the official Wembley Stadium Shop and kiosks both inside and outside the Stadium throughout the season. THDSA The Tottenham Hotspur Disabled Supporters Association is an independent organisation representing the interests of all supporters. To contact the THDSA, please them at info@thdsa.org The main Wembley Stadium store is located on the Level B1, which is directly below the Bobby Moore statue. You are also able to order from our website at shop.tottenhamhotspur.com Staff are always available to assist on the shop floor, while seating is also available if required. Lighting across our stores is balanced and evenly lit. High Road Shop Please be advised that it is difficult to manoeuvre in a wheelchair in this shop. There is a portable hearing loop fitted. DISABLED SUPPORTERS ASSOCIATION 24 25

14 ADDITIONAL INFORMATION All stewards and frontline staff are trained in equality and disability awareness. Evacuation procedures will be advised by the DAO/DLO and Match day stewards in the event of an evacuation being necessary. To bring medication into the ground please contact our Access Team on or with details of your current medication and any assistance you may require. All wheelchair accessible toilets require RADAR Keys. Please bring this with you to the match. A number of the access team/access stewards will have spare ones to enable you to enter these facilities. FUTURE PLANS See below for the key changes that we plan to implement at our new stadium: We intend to be fully compliant with the Accessible Stadia guide and will be offering 265 Wheelchair spaces including 25 for visiting supporters and increased dedicated accessible parking areas The widest distribution of accessible areas possible Flexible seating to cater for family groups An increased capacity stadium of more than 61,000 seats, including the largest single tier stand in the UK Dedicated facilities for the NFL An architecturally stunning new terrace on the High Road to host The Tottenham Experience The Tottenham Experience will create a permanent viable use for the Grade II listed Warmington House and will incorporate an interactive club museum, an immersive cinema, the largest club store in Europe and a museum of Tottenham heritage Improved crowd management arrangements along the High Road Enhanced public open space - includes a multi-use games area, high quality landscaping, cafes, dedicated events and community programmes A new 180 bedroom hotel with a dedicated training programme for the hospitality industry 585 new homes, including affordable housing A new community health centre Visit tottenhamhotspur.com/new-scheme to find out more. 26

15 TO DARE IS TO DO We look forward to welcoming you to Wembley Stadium, connected by EE and if you have any queries about the information in this Access Statement please contact The Access Team: (Ticketing Enquiries) (Access Enquiries) tottenhamhotspur.com/the-stadium/accessibility ispurs - our new information hub is available to answer any questions you might have for the 2017/2018 Season. To access the hub visit tottenhamhotspur.com/i-spurs Tottenham Hotspur Football & Athletic Co Ltd Lilywhite House, 782 High Road, Tottenham, London N17 0BX. We re here to help and look forward to hearing from you.