Written by Ali Kashmiri - Access Officer,Harrow Council, London

Acknowledgements

With thanks to:-

Paul Jarman - AssistantClaire Spraggs - Assistant Keith Farmborough - Graphic DesignerRobert King - Photographer SupportDaniel Trevors - Charactor Creator (Dash)Uluma Egenamba - Trainee Planner

for their assistance.

CONTENTS Page No.

Foreword - by Joyce Markham

Introduction

Inclusive DesignPrinciples - Benefits

Access Statements

Access LegislationDisability Discrimination Act; 1995Part M to the Building Regulations; 2004British Standard 8300; 2001

BuildingsSurroundings and Access RoutesAccessible parking

Design of Parking BaysLocation of parking BaysParking Control Equipment

Alteration or ‘Change of Use’ Planning Applications

Entry into a Building

Entry into a Building

Design of LobbiesCashpoint Machines

Reception Areas

CONTENTS Page No.

Moving around a BuildingInternal DoorsCorridorsStairsLiftsPublic Toilets

Signage and WayfindingText & LanguageCharactersPositioningColourLighting for SignsSpecific FeaturesAudible Signs

Fixtures and FittingsDoor FurnitureLighting, Equipment, Controls and SwitchesColour

Eating and Drinking AreasLayoutCafé Culture

Leisure and EntertainmentParks and Open SpacesPlaygrounds and Children's Play AreasKeeping Fit Areas and GymsSwimming Pools and Leisure PoolsPool LiftsSpectator Seating and ViewingCommunity Centres

Places of Worship

Buildings of Special Architectural or Historic Interest

Education and Learning EstablishmentsLibraries

AccommodationBedroomsBathrooms

Emergency Provisions and Means of EscapeProviding Accessible Alert & EscapeRefuge AreasEvacuation by StairsProcedures and TrainingEvacuation Responsiblity

Communicating and Accessing servicesTalking with CustomersTips for CommunicatingProduct or Service InformationWays of CommunicatingVideo Linked Lip Speaking and SigningHearing Enhancement SystemsText Phone & Typetalk ServicesPublic TelephonesElectronic Information PointsAccessible InformationAccessing the InternetAccessible Websites

CONTENTS Page No.

Foreword It is often the finer points of accessthat are forgotten in the developmentprocess. The intention of this guide isto encourage designers anddevelopers to anticipate andovercome restrictions that preventpeople from making full use of abuilding, the facilities andsurroundings. It is also the aim ofthis guide to promote standards ofaccess which reach above andbeyond the minimum requirements oflegislation, by fully integrating 'bestpractice' solutions into the design andplanning process.

Building on its commitment topromoting an environment from whichno one is excluded, Harrow Council isharnessing the creative attributes ofall professionals involved in thedesign and implementation of newdevelopments.

With deliberate, persistent effort andteamwork, an accessible environmentthat is truly inclusive, can become areality for the whole community ofHarrow.

dash

Introduction

Most people, at some stage during their life willexperience some form of mobility impairment.This may occur during pregnancy, after anaccident or period of ill health, when we arechildren, as a result of temporary or permanentdisability, or simply as we get older. In fact,there are over 9 million people with some formof impairment living in the UK today. They areapproximately 13.1% of the total population. Itis important to remember that an 'accessfriendly' environment provides benefits toeveryone, not just disabled people.

The introduction of new legislation hasincreased people's awareness and obligation tocreate environments that are user friendly anddesigned to welcome everyone, of any age,size and ability. The aim of this Guide, is toassist in reducing the number of 'no-go'buildings and inaccessible facilities andservices within the borough

.To assist applicants in the swift processing ofplanning and building regulation applications,developers should be aware, from thebeginning, of the criteria used for planningaccessible environments. Harrow Councilactively welcomes your early consultation withthe Planning Department as inclusivity is key tomeeting planning requirements.

These guidelines have been prepared toillustrate some possible answers to thequestions most frequently asked and relates toboth new and existing developments. We arefully committed to creating an environment thatis free of physical barriers and we are lookingforward to a new era of co-operation betweendesigners, planners and developers, who willfully embrace the principle and spirit of 'Accessfor All'.

Inclusive Design

PrinciplesWhen designing new developments, makingsubstantial alterations to existing buildings, orplanning facilities or services, the 'access forall' approach, should be a prime consideration,right from the start. When this approach isused, full access for everyone can be includedas integral, unobtrusive and welcomingfeatures of the overall design.

Improved legislation has put access solutionsat the forefront of design and the provision ofservices.

In driving forward the 'access for all' initiative,Harrow Council are pleased to give pre-application advice, to ensure that evidence ofinclusive design is supplied as a routine andintegral part of planning applications.

Benefits·· an excellent tool for marketing new

buildings - accessible buildings allow for anincrease in value.

·· the most successful, cost-effective, andaesthetically pleasing approach - whichensures that mainstream environments meetcurrent access legislation.

·· fundamental to business sustainability -occupiers and other purchasers have cometo realise that people are more attracted toaccessible buildings and services, whilepoorly accessible buildings actually deterpotential customers.

·· crucial to employment and serviceprovision - providers are increasingly awareof their legal obligations, and seek to acquireaccessible buildings rather than thoserequiring post construction alterations, whichrequire costly, time consuming anddisruptive building works.

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Access StatementsAn Access Statement is a document illustratingwhat has been done from the start to ensurebuildings, services and facilities are accessibleto disabled and non-disabled people alike.

Access Statements are now central to thePlanning Application process and HarrowCouncil is empowered to formally addressdetailed access issues as a key principle forgranting permission. Designers, developersand clients are now obliged to providestatements covering the finer details of accessas part of the overall design process.

An Access statement could begin life as a one-sentence explanation that demonstrates acommitment to incorporate the principles ofinclusive design at every level. It is a livedocument that changes and grows as thedevelopment progresses. It seeks to ensurethat access is, and remains, inclusive to adevelopment and not merely ancillary to itsexistence or the services it provides.

At detailed Planning Application stage - theAccess Statement will need to demonstratehow compliance with BS 8300 2001, and PartM to the Building Regulations 2004 will beachieved. Familiarity with, and inclusion ofrelevant parts of the Disability DiscriminationAct 2004 should also be demonstrated.

At Building Control stage - the statementmay need to be expanded further todemonstrate the finer detail of accessprovisions.

At building project completion - the AccessStatement should form part of theestablishments' operational procedures,providing management personnel with sufficientbackground, to ensure that all accessibilityfeatures remain in place throughout the life ofthe building.

Access Statements must be submitted with aplanning application to avoid unnecessarydelays or rejection of an application. Theprecise details of an Access Statement will varyaccording to the type of project. Regardless,each statement should identify the:-

·· philosophy and approach to inclusive design·· key issues of the scheme·· sources of advice and guidance used

Further information about writing an AccessStatement can be obtained from HarrowCouncil's Development Control Department.

Access Statements

Access Legislation

Disability Discrimination Act 1995(Amended April 2005)

The Disability Discrimination Act 1995 (DDA)has been phased in over several years. Theinitial legislation introduced measures to ensurethat disabled people received the same level ofservice, whilst also making it unlawful tocontinue discriminatory practices in workplaceenvironments. It is now also unlawful to preventdisabled people from using a service on thegrounds of impairment alone.

All service providers, ranging from banks tobakeries, are now required to make reasonableadjustments to services to enable disabledpeople to gain equal access to the service.Service providers must also remove physicalbarriers by taking measures to alter anyphysical feature, which prevents disabledpeople from making full use of those facilities.Modifications to premises often involverelatively low-cost changes and can beintroduced with minimal inconvenience to'business as usual'.

The legislation concerning the removal ofphysical barriers came into force on 1 October2004. All service providers have a duty to

anticipate the access requirements of disabledpeople and to make suitable adjustments tofacilitate independent access. Failure to takereasonable steps to facilitate access fordisabled people may count against the serviceprovider if legally challenged.

Part M to the Building Regulations

This legislation introduces improvements to thephysical features of new developments andbuildings where major alterations are desired. Italso incorporates into the design of publicbuildings, the access requirements of peoplewith sensory impairments.

British Standard 8300: 2001 - Code ofPractice

British Standard 8300 is a source of 'bestpractice' focusing on the design of buildingsand their approaches to meet the needs ofdisabled people. It has been introduced toassist architects, town planners, builders,surveyors and facilities managers withimplementing innovative design solutions inmeeting the requirements arising out of theDisability Discrimination Act.

The council will require access roads orpedestrian routes, provided as part of anydevelopment, to promote, a safe, continuousand barrier free passage from the pavement orparking area to the main entrance of a building.This design approach enables people withvisual impairments to predict and anticipateobstacles.

Separate, non-integrated access routes fordisabled people are unacceptable and must be

avoided. Where an alternative route isnecessary for the purposes of by-passing aphysical barrier such as a flight of steps or aramp, the route must remain close by and formpart of the integral design of the scheme as awhole.

Access routes for pedestrians should bedesigned in accordance with BS 8300 toinclude:-

Buildings Surroundingsand Access Routes

Tapping rail

Flush drainagegratings

900 mm apart

1200 mmcorridor

o a designated clear corridor which has atleast 1200mm of unobstructed clearancebetween items of street furniture

o smooth and level paving particularlyavoiding the use of gravel or loose chippingson paths

o 'warnings underfoot' (textured paving), orwarnings that can be detected during thesweep of a cane, thereby reducing the riskof visually impaired people colliding withunavoidable obstacles along the way

o dropped kerbs at intersections, seamlesslyadjoining with the road or surface level, atleast 1.4 metres wide and not steeper than 1in 12

o drainage gratings, grid and inspectioncovers that are flush with adjacent surfaces

o clearly distinguish traffic routes includingcycle paths by a change of level and texture,as appropriate

o at least 2100mm height from the pavementto any overhead protrusion from a building

o clearly contrasted street furniture, making itmore obvious to visually impaired people

o avoid free standing advertising such as 'A'boards within pedestrian circulation areas

o positioning any necessary bollards at 1m

high, 900mm apart and without chain links

o lighting to a minimum of 100 lux.

Design of Parking Bays

Parking bays for disabled people should bedesigned to ensure that sufficient space to theside and rear of the vehicle is provided, toallow wheelchair users unobstructed access tothe side and rear of their vehicle, whilst beingprotected from other traffic.

Location of Parking Bays

Whether on or off-street, accessible parkingbays should be located close to popularfacilities such as banks, post offices, largestores and supermarkets.

Accessible Vehicle Parking should be designedto BS 8300 and should:-

o be located within 50m of the entrance,where parking is designated to a particularbuilding

o be designated 1 in 20 of total availableparking spaces

o be clearly signed to be visible from the carpark entrance

o be on level and firm ground

o be under cover where possible

Accessible Parking

2400mm width x4800 lengt

1200 mmwidth

Symbol height1.4m

o clearly indicate payment arrangements forblue badge permit holders

o have a dropped kerb provided nearby foraccess to the pavement, as appropriate

o provide a clearly identifiable, safe andstraightforward access route, from the carpark to the building.

Parking Control Equipment

Parking meters, pay and display ticketmachines and barrier controls should bedesigned in accordance with BS 8300 andshould be:-

o at a suitable height for disabled users to seeand use (between 1000mm and 1400mmabove surrounding ground)

o mounted on the ground (no plinth or step)and easily reachable

o installed according to specification set out inBritish Standard BS 6571-4: 1989.

When use of barrier control equipment isnecessary to enter a car park (where a ticket ortoken has to be taken from the machine by themotorists using their car), alternativearrangements should exist to allow drivers withlimited or no reaching ability, to gain access tothe car park.

Displaying a car park management telephonenumber or subscription to the National ServiceCall service, will assist in instances of difficulty.

Alterations or ‘Change of Use’Planning ApplicationsHarrow Council will expect to see appropriateaccess improvements, as part of a planningapplication (even where no building works areproposed). Access improvements that may beconsidered as part of alteration work to existingbuildings should be in keeping with theprinciples of BS 8300 and could include:-

o improvements to approaches, e.g. paths andpaving.

o use of ramps, stair or platform lifts, orhandrails to replace stepped leveldifferences

o appropriate fixing of handrails

o introduction of improved lighting, widening ofdoors, and slip resistant and glare freeflooring

o the introduction of minor changes such asalteration or replacement of door handles,position of direction of door openings andpositioning of light switches

o improvements to reception areas

o introduction of accessible toilet facilities

o installation of equipment to enable orenhance communication

o use of touch, sound, fragrance and airmovement, to assist those with visualimpairment, in locating and navigating

o improved signage

o introducing colour or tonal contrast betweenfeatures, e.g. door frames, walls, skirtingpanels, floors, furniture or equipment, etc

o improvements to fire and emergency egressprovisions, including managementprocedures.

Small Retail Units

A significant proportion of small shop units inHarrow are inaccessible to disabled people,mainly because of the difference in levelbetween the pavement and the shop floor. TheCouncil will therefore require retail outlets witha floor space less than (insert floor area),undergoing a substantial refurbishment,(particularly where a new shop front is to beinstalled) to provide level or suitably rampedaccess.

In considering planning applications, theCouncil will invoke its discretion and judgeeach case individually.

Previous stepped entrance Temporary ramped entrance Accessible entrance

Accessible Threshold

Illustrative examples of how access can beachieved are detailed as follows:-

Entry into a buildingRegardless of type of application and whetheror not building works are proposed, the Councilwill require all applicants to ensure that level orsuitably ramped entrance access is provided.In new buildings level access is preferable.

Introducing access improvements need not bedifficult or expensive, and Accessimprovements may be funded by the businessestablishment, or where appropriate,considered as part of any on-going highwaysimprovement programme.

Alterations to entrances should be designed inkeeping with the principles of BS 8300 andcould include:-

o making the entrance obvious and easy touse

o being level with the pavement

o ramping the internal or external groundsurfaces to the same level as the pavement

o being fitted with sliding automatic doors, or adoor that can be opened by means ofoperating a control switch, avoidingturnstiles, revolving and swing doors

o doors with vision panels, between a heightof 900mm and 1500mm from the ground

o manifestation (suitable permanent marking)

to fully glazed doors, between a height of900mm and 1500mm from the ground

o a clear opening door width of not less than830mm

o doormats which are sufficiently recessed tominimise tripping hazards and which do notimpede the free movement of people withbuggies or using wheelchairs

o providing the leading edge (door handle sideedge) of the door with an adjacent clearspace of at least 300mm

o allowing for easy and regular adjustment ofclosers on manually operated doors, so thatthe minimum force needed to open the doorcan be maintained

o avoiding coir matting (difficult for wheelchairor stick users to negotiate).

Alternative to Level Entry

There will be instances particularly whenimproving access into existing buildings wherelevel entry may not be achievable. Where itbecomes necessary to incorporate alternativeaccess arrangements into a scheme, it isimportant to:-

o warn people, particularly people who arevisually impaired, that they are approaching

a flight of steps with tactile surfacing andcolour contrasting stair tread nosings

o ensure that the access ramp is designed inline with Part M to the Building Regulationsand that its location is easily identifiable,particularly to first time visitors.

300mm

300mm

1000 landings900 ramps

1500

1200 min

20 mm rib30 mm gap

Rib profile 20mm x 8 mmhigh

Lobbies can be major obstacles toaccess, particularly for wheelchairusers if they are not designedcorrectly. In order for a lobby to beuser friendly, the design should followguidance laid out in BS 8300 andshould:-

o have automatic sliding or powerassisted swing doors

o provide space for a personassisting, to open a door and easilyassist a wheelchair user through

o not have glazing which createsdistracting reflections

o have guardrails or other hazardprotection, in contrasting colour andluminance, where columns, ductsand other elements project morethan 100mm into the access routewithin a lobby.

Design of Lobbies

191500 mm 1500 mm

1800 mm 2000 mm

1500 mm

2400 mm 2000 mm

1800 mm

1800 mmdoubleleaf setBS 4787: pt 1

2000 mm

MaifestationAutomatic sliding doors

Whilst Reception areas are usually designed tobe warm and welcoming, accessible featuresare often forgotten.

When we consider people and their abilities asa primary design objective, we can begin toadopt a more coherent and systematicapproach in promoting environments andservices that are welcoming.

Reception features should be designed inaccordance with BS 8300 and should include:-

o signage which is clear, concise, withconsistent use of terminology, providingstark contrast in colour between text andbackground

o clearly defined, well lit, unobstructed routes

Reception Areas

Hearing enhancementsystem

Reception desk exposededges well rounded

Telephone located to minimisebackground noise

Easyunobstuctedcirculation to allareas

Wheelchair userspaces locatedwithin generalseating areas

to reception counters, lifts, stairs and WCs,with plenty of circulation space

o suitable protection against protruding doorspace, e.g. recessed door or handrails

o suitable warning signs which alert visitors tooutward opening doors

o areas that are quiet and well lit, to assisthearing impaired people with communication

o spaces for wheelchair users in waitingareas, which are integrated into the seatingarrangements

o seating at varied heights, with and withoutarm rests as the preferred option

o telephones which are located wherebackground noise is minimal, fitted withaccessible features (e.g. large numberkeypads and technology to assist hearingaid users, at a height that allows wheelchairusers to read any visual display panels andto use the telephone with ease) and a pull-down seat should also be provided

o a hearing enhancement system as apermanent feature, particularly where thecustomer is separated from the serviceprovider by a glazed screen (see section onHearing Enhancement Systems).

Reception desks or counters should:-

o be set at a height suitable for seated andstanding users with high and low sectionswhere possible

o have an upstanding lip at the edge of thecounter, which assists the user in picking uploose change or tickets

o have contrast between objects and surfaceswith the top of the counter contrasting withthe edge

o have exposed edges well rounded

o provide access for wheelchair users bothsides of the counter

o allow for sufficient counter space whichfacilitates people signing documents

o not be located in front of windows orreflected light, as this can result insilhouetting which prevents lip reading.

When consideration is being given to making abuilding accessible, it is important to considerthe wider issues of access, not just points ofentry and exit. When designing the internalfeatures of buildings it is important to considerexactly how people are going to use thebuilding and all its facilities.

The internal layout and features should bedesigned in line with Part M to the BuildingRegulations and BS 8300.

Internal Doors

These should:-

o be 750mm wide

o have 300mm to the side of the leading edge

o be fitted with easily gripable lever doorhandles

o have a door closer which does not apply apressure of more than 30 newtons (30 Nfrom the closed position to 30° open, andnot more than 22.5 N from 30° to 60° open)

o have leading edges which contrast in colourand luminance with the remaining surfacesof the door and its surroundings

o have architrave which contrasts in colourand luminance with the wall surfacessurrounding the doorway

o contain vision panels at a height of 900mmto 1500mm, particularly when sited across acirculation route and where there is heavypedestrian use.

Corridors

Corridors should have:-

o a minimum clear width of 1.2 metres, with a1.5 metre turning circle available at least

Moving around a Building

Minimumzones ofvisibility

350350300500500

1000

Effective clear width(door stop to projectingironmongery)

300 mmmin unlessdoor ispoweroperated

Effective clear width(door stop to doorleaf)

every 10 metres

o passing places for wheelchairs, where thecorridor width is increased to 1800mm atreasonable intervals and at corridorjunctions

o recessed areas where radiators and safetyequipment may be positioned

o diffused lighting which does not produceglare, reflection or shadow

o floor coverings that cannot be mistaken forsteps, e.g. avoiding horizontal stripes

o a recess at least as deep as the width of thedoor leaf for any door that opens onto acorridor.

Stairs

Stairs should have:-

o warning surfaces to indicate a change inlevel on the approach to internal stairs

o nosings which are clearly contrasted incolour and luminance with the remainingstair area

o a clear width of 1000mm

o individual flights which do not rise more than1.8 metres and which have resting places

Handrail 60 - 75 mm awayfrom wall

Circular handrail 40 - 45mm diameter

50 mm

50 mm

15mm min radius

Ramped or steppedaccess

50 mm

o closed risers of 150mm to 170mm withtread/goings between 250mm to 300mm.

Lifts

In line with BS 8300 lifts should have:-

o clear signage, visible from the buildingentrance, indicating the location of anaccessible lift (see Signage & Wayfinding)

o a clear manoeuvring space of 1500mm x1500mm in front of the entrance to all typesof lifts

o landings illuminated to at least 100 lux

o seating in close proximity to the lift waitingarea

o lift controls mounted between 900mm and1100mm from floor level and at least 400mmfrom any return wall to allow reach bywheelchair users

o raised symbols on the control buttons toenable tactile reading

o audible announcements of lift arrival,direction of travel and level reached andwhere appropriate, services offered on thatlevel

o a mirror on the back panel of the lift car,opposite the lift door, at a height of 900mmabove floor level, in order to allow awheelchair user to see behind them

o a sign indicating the floor level which can beeasily seen from the lift car, or on exiting thelift.

Mirror (to assist whenrecersing out of lift)

1500 min clearsquare to exit

800 min clear

900

Lift dimensions1100 x 1400 min

1200 max

Public Toilets

Public Toilets should be provided for the use ofvisitors and staff. Access to public toiletfacilities near the entrance of a public area(such as a bar or restaurant) should beconveniently located and readily accessible todisabled people who use the facilitiesindependently, and to those people who needassistance. Accessible toilet facilities shouldbe adjacent to any other toilet facility providedand should be unisex, in order that the personneeding support may be assisted by a memberof the opposite sex.

Provisions should include:-

o both horizontal and vertical door pulls, toenable the door to be closed after entering

o locks to be of a lever action or similar typethat are easy to use

o a combination of left and right hand transferareas allowing access to toilet facilities

o washing and drying facilities that are bothreachable when seated on the WC andeasily accessible by wheelchair users

o slip resistant flooring

o fixtures and fittings that are clearly visibleand contrast in colour with their background

o grab rails, handrails and drop-down rails that

are plastic coated and easy to operate

o padded WC backrest

o strong and firmly fixed toilet seat (450mmabove floor level) that will not move aboutduring transfer

o automatic hand basin taps

o automatic flush mechanisms

o emergency alarms that are audible andvisual, that will provide immediate assistance

o easy to grasp emergency cords that extendto the floor

o a 2-way, hands-free intercom system

o motion sensors for lighting

o fixed, full-length mirrors for use by bothseated and standing users

o a shelf and rail on which to hang coats orplace personal item, e.g. coats, handbags,mobile phones, shopping, etc

o recessed fittings/facilities such as wastebins, vending machines, radiators, etc

o sealed waste container for disposable items

o pipes that do not block access ormanoeuvring space

o a full-length changing bench for adults

o height adjustable baby changing facilities

o electric hand dryer at appropriate level.

If provision is made for more than one toilet,left and right handed layouts should beprovided. All toilet provisions should conformto the minimum requirements of BS 8300: 2001

and should be suitable for use by both staffand visitors.

Toilets should not be used for storage, thustaking up space intended for manoeuvring awheelchair.

The internal layout and features should bedesigned in line with Part M to the BuildingRegulations and BS 8300.

(excluding any projecting heat emitters)1500 min

Alarm reset button (1200max height from floor)

Fingerrinse basin

for use when an outward fitting doorwould be dangerous to passers by

Drop downrail

Shelf

Disposal bin

Verticalgrab rail

Even well laid out buildings require signagewhich is clearly designed and positioned toenable building users to easily navigate. Forpeople with little or no sight, visual signs are oflittle or no use.

An accessible signage system is one that canbe seen, felt and heard, and should beregarded as an integral part of any design.

Signs should be designed in accordance withBS 8300 and should:-

Text & Language

o use plain language

o be large, clear, legible

o use symbols or pictograms in addition towritten words.

o be concise

o be consistent with the use of terminologythroughout the building.

Characters

o be formatted using a character heightbetween 15-50mm (as appropriate), withclearly defined rounded or chamfered edges,and a mix of both upper and lowercaselettering

o have a character size of 50-100mm, formedium range reading, e.g. identificationsigns in reception areas

o have a character size of 15-25mm, for close-up reading, e.g. wall mounted informationsigns

o have a minimum character size of 150mmfor external long distance reading, e.g. toidentify a building entrance.

Positioning

o be at the same height throughout a building,ideally within 1400mm-1700mm from thefinished floor level, except for signs whichinclude a control element

Signage and Wayfinding

Dash says“make it prominent”

o be within a range of 900mm-1200mm abovefinished floor level where it relates to acontrol element, e.g. lifts and door entrysystems

o be positioned, where suspended from theceiling, to allow a minimum headroom of2000mm

o positioned where they can be easilytouched, e.g. lift controls, door numbers,lockers and WC doors. The depth ofembossing for text is a minimum of 1-1.5mm

o be sized and positioned to ensure they arenoticeably visible from all angles ofapproach to a building.

Colour

o distinguishable from the background by useof suitable colour contrast

o be mounted on a colour contrastingbackground.

Lighting for Signs

o be provided with supplementary lighting ingloomy areas

o be back-lit, only when necessary, to levelsthat achieve acceptable visibility withoutintroducing excessive glare or distortion tothe colour contrast scheme.

Specific Features

o designed to incorporate tactile, embossedand audible

o elements, where possible

o be designed with Braille lettering positioneddirectly below standard text

o have a non-reflective surface and not bebehind glass.

o include pictograms, to facilitate those forwhom reading is difficult.

o white lettering on a dark background givesgood legibility if accompanied by a mattsurface

o for people with sight impairments, theclearest signs are black on yellow

o where there is a group of signsrelating to a large department, itmay be preferable to group themby colour.

Audible Signs

Talking sign systems allow eventotally blind people to navigate arounda building and find their way tospecific features such as a telephonebooth. These systems work bysending recorded messages to apersonal receiver, which can be heardthrough an earpiece or lapel badgespeaker worn by the user. (It is worthremembering that wherever a visualsign exists an audible sign would beof equal value.)

In addition to wayfinding and locating facilitieswithin buildings, the use of talking signs couldbe extended to wayfinding outside the building.

45mm

Handle 50 mmfrom edge ofdoor

Fixtures and fittings should be clearly visibleand access to them should be direct andunobstructed. This ensures that everyone canmove around and use a building with maximumease.

Door Furniture

Doors considered accessible should:-

o be clearly visible, e.g. by use of a permanentcoloured band across large areas of glass,1.5m above floor level and all glass doorsshould have a coloured frame edge

o be held open on electromagnetic doorclosers where internal fire doors are required

o when automated, be designed to preventcollisions from passers by

o where locked, contain security features thatallow independent use by people with limitedreach, strength and dexterity, e.g. proximitycard readers

o be fitted with door furniture that enablesindependent use by people who have limitedgrip, e.g. a lever type handle rather than adoor-knob (See figure )

o be fitted with furniture that contrasts incolour, e.g. a blue handle on a yellow door

o not be revolving.

(Advice on fire doors should be sought from aFire Officer.)

Lighting, Equipment, Controls andSwitches

Lighting is particularly important forcommunication and for strong definition ofobjects (needed by people with sensoryimpairments in order to safely move around).

Lighting should be:-

o at consistent levels throughout the buildingto reduce shadows, and areas which havepatches lightness and darkness

o sufficient for those using communicators(e.g. sign language and lip speakers)

o flexible to cater for individual requirements,e.g. those who require bright light, orconversely, to accommodate those whorequire a less light environment.

o flexible so that positioning can beindividually controlled to avoid glare. (Careshould be taken not to exceed the 2.0 glareindex).

Fixtures and Fittings

Beware: whilst fluorescent lighting eliminatesshadows, it can, however, adversely affect theoperation of nearby Induction Loop systems.(See section on Hearing EnhancementSystems for alternatives).

Where building users are required to controllights or equipment, careful considerationshould be given to ensure that switches:-

o are automated (where appropriate), e.g.presence detecting sensors can be used tooperate lights

o can be easily located and approached

o contrast in colour with the backgroundmounting surface

o are sited at a height of 1200mm above thefinished-floor level

o are easy to operate, e.g. of a large enoughsize not to require significant manualdexterity

o have built-in flexibility to allow for the fineadjustment of a device, e.g. air conditioningunits.

Colour

Whilst sighted people will often use colour as asubconscious sense (e.g. red for danger),people with visual impairments are reliant uponcolour to give definition between objects and tocreate a degree of spatial and environmental

awareness. By way of example, a toiletcompartment with a cream door and creamfixtures and fittings, would be equivalent to asandstorm to a sighted person. Introducingdifferent colours to enhance key features, suchas a black toilet seat, a different coloureddoorframe and door handle, contrasting walltiles etc, will transform the room into a visuallyaccessible environment.

Dash asks you to remember that:-

o Tonal contrast is important e.g. betweenfloor and wall, handles and doors, walls andceilings, table and chairs.

o Hue and tone and how colours relate ismore important than brightly colouredschemes.

o Good definition can be achieved usingdarker colours against lighter.

Colour contrast can significantly improveaccess within rooms, providing:-

o door handles, finger plates and frames arein a contrast in colour to the door

o skirtings give colour contrast or tonalcontrast to the wall and floor

o furniture colour is different to that of the floor

o switches and controls significantly differ incolour from their background.

For many people, eating out forms part of theirsocial, domestic or business life. It can also beessential for people who need to eat regularly.Naturally, every business offering a cateringand hospitality service will want to doeverything possible to ensure that allcustomers are welcome and able to enjoycomfortable surroundings. To ensure that allcustomers receive the same level of service,restaurants, bars and public houses arerequired to offer barrier-freeenvironments, as well as makeadjustments to the way in whichtheir services are delivered

Layout

Certain types of establishmentare more suitable for particularevents, activities or clientele andtheir layout and facilities willvary widely. However, layout,facilities, and services should bedesigned in line with BS 8300and should include:-

o signage that welcomespeople with Service Dogs,e.g. Enabling, Guide, orHearing Dogs, etc.

o access to all facilities andservices from all areas, with

passing and manoeuvring space, asappropriate

o generic menus which are in a large clearprint, to allow people with visual impairmentsto make independent choice

o self-service shelves between 800mm and850mm, and any dispensing units requiredat a higher level, no greater than 850mm to

Eating and Drinking Areas

All features within licensedarea secured in place

1000mm clear corridorleading into premises

1000mm high, i.e. to enable easy reach ofcutlery, plates and trays, etc

o service counters at a height between750mm and 850mm from the finished floor,with knee recesses as necessary

o table seating that is not fixed to the floor, toallow wheelchair users access to the table

o provision of tables, which allow wheelchairusers to comfortably reach their food, etc.

o seating which accommodates a range of

needs (i.e. chairs with and without arms andseating which is high and low)

o provide a mix of round and square shapedtables with rounded edges

o readily available and conveniently reachedWC facilities

Café Culture

To maximise pedestrian access and minimisethe potential dangers which tables and

chairs can bring to those with impairedvision or mobility, the Council licences areasof the highway where outdoor seating ispermitted under Section 115E of theHighways Act 1980. To have an applicationfor outside tables and chairs businessesmust demonstrate:

o that seating can be provided whilstmaintaining a minimum of 1.8m of adjacentpavement width

o the ability to mark out the appropriateenclosure using features such as plantersand/or fencing which can act as a tappingrail for white cane users, withoutcompromising the aesthetics of theenvironment

o provision to ensure that all features used

within the licensed area (with the exceptionof chairs) are fitted with fixing mechanismsto ensure they are secure and positioned inthe same place each day

o a clear corridor between tables and chairs of1000mm leading to the entrance door, toensure unobstructed access into thepremises for all customers

o an entrance door with a clear opening widthof 830mm

o an ability to store all outdoor furniture withintheir premises after close of business toallow thorough street cleansing

o that litter bins are provided without impedingaccess.

Harrow Council recognises that to createcommunities that are active and healthy, thereneeds to be a range of activities that allowpeople to relax, interact socially and enjoyorganised recreation, or have contact withnature. Therefore Harrow Council will bepaying particular attention to accessibility inrelation to leisure and entertainment planningapplications.

Recreational/entertainment facilities should:-

o be available for everyone who wishes totake part in any activity, to the extent theywish

o be readily available to disabled peoplewithout needing to provide advanced notice

o allow seamless social interaction by peoplenot necessarily taking part.

Parks and Open Spaces

Whilst it is important to maintain as much of thenatural environment and rugged aesthetics aspossible, sometimes compromises need to bemade to ensure that everyone is able to enjoythe views and all features of interest.

Each individual site and its features will needspecific access considerations. Key accessdesign principles could include:-

o hard surfaced and well defined tracks

o pathway surfaces that are stable and levelwhilst keeping any camber to a minimum

o paths 1.2m wide and non-slip

o well lit and clearly defined using texture andvisual contrasts

o vehicle access and on-site parking

o pedestrian entrances which permit easymovement for people with mobilityimpairments and which are physicallyseparated from vehicles gaining access

o an indoor information centre or adequatelysheltered information points

o tactile and audible information boards

o appropriately designed accessible signage

o landscape and vegetation carefully designedand positioned to avoid injury to passingpedestrians, e.g. a thorny rose bush may notbe easily detected by a blind person

o fully accessible toilet facilities designed toBS 8300 (where provided)

o suitable playground area surfacing for easywheelchair manoeuvrability

Leisure and Entertainment

o shelter from unexpected rainfall that is ofsufficient depth to allow use by those withmobility equipment, e.g. pushchairs,wheelchairs, and similar

o shelters that assist in reducing reflectionglare when reading information boards inbright sunlight

o seating and resting facilities that are atintervals of approximately every 200m andwhich are inset from the path

o seating areas incorporating an adjoiningspace for a wheelchair or pushchair to bepositioned alongside the provided seating

o mobility aid access to viewing areas andfeatures of interest, e.g. hides, viewingplatforms and equipment

o access to features of specific interest.

Playgrounds and Children's Play Areas

Whilst playgrounds and children's play areasmay require additional security and safetyprovisions, they should nonetheless bedesigned to standards which allow use bychildren with disabilities, or by a wheelchair-using parent, supervising a child.

Similarly, play facilities should promoteintegration between disabled and non-disabledchildren by offering a variety of playopportunities using different materials andtextures to provide a range of options for all

children. Facilities should also be designed toallow parents with impairments to assist theirchildren to enjoy the facilities. There shouldbe:-

o security or restricted access features thatallow full use by those with mobility andsensory impairments

o some soft play surfaces, however as muchof the natural environment as possible mustbe maintained

o separate areas for restful and energeticactivities

o places for supervising adults to watch, sit ortake part in activities

o a layout in all areas that is obstacle free andcan allow a wheelchair and a pushchair topass each other at the same time

o features allowing visually impaired childrento obtain an equal degree of enjoyment

o appropriate guarding for swings, slides andmerry-go-rounds to avoid potential injury topeople with visual impairments

o features that allow easy, safe, flexible andconvenient use by wheelchair-using adultsassisting children

o provisions to allow all parents to interact withtheir children.

Keeping Fit Areas and Gyms

Many people, including wheelchairs users, canenjoy training and bodybuilding activitiesproviding the equipment is carefully selected.Equipment must be easy to use and whereverpossible be accessible from a wheelchair(without major adjustment) and safely operatedby people with visual impairment. Equipmentprovided should include at least one:-

1.2 m widenon-slip path

Guardrailingaround playequipment

Entry pointsmin800 mm

o upper body multi-station, accessible towheelchair users

o upper bodyergometer,accessible towheelchair users

o treadmill

o recumbent bike,accessible towheelchair users

o leg-raise with cams

o leg-curl with cams.

Equipment should be:-

o laid out withadequate space forthe fitness activityand for safecirculation betweenpieces of equipment.

o on the same level asthe circulation areasunless there issuitable rampprovision.

Swimming is a social activity and has manyproven health related benefits including stressreduction, calorie burning, alleviatingpregnancy discomforts and gaining a sense ofeuphoric well-being. Buoyancy and theresistance properties of water provide anadded benefit to people who need exercisewithout strain to joints, muscles and breathing.

Facilities should therefore conform to therequirements of BS 8300 and should include:

o a privacy cubicle that is also accessible todisabled people either to use independentlyor with another person assisting

o a route from the changing areas to thepool(s) which is continuous, unobstructedand slip resistant

o pools which have a minimum of 2 accessiblemeans of entry

o a means of pool entry which is providedeither by access or provision of pool liftdesigned to be operated by the user

o leisure pools where everyone gets in andout of the same areas must be accessible toall, ie: zero grade beach entrance

o an aquatic wheelchair designed for use in

the water where there is sloped access

o swimming pool ramps designed inaccordance with the guidance given in PartM to the Building Regulations 2004

o transfer walls of suitable width and heightprovided as an intermediate surface andwith a convenient recess to leave awheelchair

o grab bars which are perpendicular to thepool walls extending the width of the wall

o a top gripping surface of 10-15cm above thewall to allow for leverage and at sufficientheight to allow clearance

o access to all facilities including locker anddressing rooms.

Pool lifts

Pool lifts should be: -

o not deeper than 1200mm at the deepestpoint as this allows someone providingassistance to stand up in the water

o provided and positioned to give clear deckspace to allow its user to easily transfer tothe lift seat whilst also providing sufficient

Swimming Pools and Leisure Pools

space for those assisting

o provided with backrests and seating in asuitable material which reduces slipping

o designed and placed for use withoutassistance, with dual controls for operationboth within or out the pool

o operable by one hand and should notrequire dextrous hand movements orexcessive strength

o designed so that the seat submerges to aminimum of 450mm below a still water levelto help ensure buoyancy

o capable of supporting at least 135 kgs.

Spectator Seating & Viewing

Spectator seating for structured recreation (e.g.sports stadiums, cinemas and theatres) shouldprovide people with physical and sensoryimpairments with a choice of position,integrated amongst the audience to preventfamily or friends from being separated.

To be accessible, spectator seating shouldconform to BS 8300 and should: -

o be flexible so that the area can be used by anon-transferring wheelchair user ifnecessary

o provide wheelchair users withclear, comfortable sight lineswithout visually obstructing theview of others

o be non-fixed, where appropriate,to increase choice and flexibility

o provide one wheelchair space inevery 50 provided seats

o some areas where 2 wheelchairusers can sit side by side

o incorporate seating of varyingdimensions to accommodate arange of comfort and accessneeds

o be positioned to enable easy viewing of

performances whilst allowing easy viewing oftranscription, e.g. sign language interpreters

o include provisions for people with sensoryimpairments to enjoy spectator activities,e.g. assisted hearing/listening devices, audioand visual transcription

o provide some wheelchair positions which areclose to the doors to allow exit and entranceduring performances without disturbance

o include seating areas that can alsoaccommodate wheelchairs when allocatedspaces are taken

o allow people who experience seizures to usean area of spacious seating that is integrallydesigned into the general layout.

As some impairments are sensitive to flashingor flickering light, performances where this islikely to occur should provide audiences withprior warning.

Community Centres

Community centres such as dance halls, youthcentres and scout huts are often a valuableresource to the local community. Their verynature attracts a diverse range of people anduses, and access for all must be thoroughlyconsidered. In addition to the primary access

considerations, provision should also be madeavailable to:-

o raised speaking platforms and stageperformance areas

o food preparation and serving areas

o changing and back stage environments

o public address systems which are interfacedto a Hearing Enhancement System.

Whilst remaining sensitive to culturaldifferences and religious values, access needsto be seamlessly integrated withoutcompromise to either individual access needsor religious beliefs and practices.

Religious establishments should conform to BS8300 and should:-

o keep some seats near the entrance reservedfor people who cannot stand for extendedperiods or for those who may need to leaveearly

o flexibility is best achieved, if all seating is ofthe non-fixed type

o some seating should also be available inareas where it is not normally provided

o provide cleansing for wheelchair wheels,

where required

o provide a waiting areas for assistance dogsto wait in comfort just outside the worshiparea if necessary

o participation at all levels must be madepossible as must all areas and facilitiesincluding altars, aisles, choir galleries, organloft and bell ringing towers

o where it is possible, the ambienttemperature should be maintained to acomfortable level of 65ºF

o assisted hearing systems (see section onHearing Enhancement Systems).

(See also sections on Buildings of SpecialArchitectural or Historic Interest and PublicToilets).

Places of Worship

Everyone should be given an equal opportunityto enjoy, learn about and have access to theirheritage. Creating access for wheelchair usersinto buildings of special interest often requiresa greater degree of ingenuity and creativethinking to achieve an access solution thatdoes not compromise the original beauty of thebuilding. When creating access into existing

buildings there is always a degree ofcompromise to be made and specialpermission, e.g. listed building consent is likelyto be needed. (Early consultation with theConservation Section of the PlanningDepartment is therefore advisable.) It hasbeen proven time and again that with adedicated approach and financial commitment,it is possible to unobtrusively achieve goodaccess design for a special interest building.

Considerations for buildings of special interestshould incorporate the requirements of BS8300 and could include:-

o curved ramps or surface re-grading

o garden paths of hard paving or slabs foreasy access to all parts of the grounds

o careful modification of significant features toincorporate access equipment which ishidden when not in use

o the use of high quality materials,sympathetic to the character of the building

o solutions that incorporate significantfeatures, taking their cue from thearchitectural character of the existingbuilding

Buildings of Special Architectural orhistoric interest

o use of modern day technology (as a lastresort) to transmit and present views ofareas where creating access would destroythe aesthetics and character of an existingfeature, e.g. narrow stair to views above

o careful use of colour contrasting and lightingto improve visibility for those with visualimpairment

o door handles, not knobs for easier use bythose with restricted hand strength ordexterity

o accessible toilet facilities

o hard surface flooring and low pile carpetsinternally

o position of information, books and otherwritten material to be physically accessibleand available in various formats.

Funding may be available to help with accessalterations, e.g. Heritage Lottery Fund.Contact the Council's Conservation Sectionfor further information.

Below, the entrance to St Anselms Churchbefore works to improve the access, andright, after completion

Learning is a fundamental part of everyone'slife from nursery onwards, and access for all isa must. Students with mobility and sensoryimpairments have been legally empowered tolearn in an environment that is barrier free andwhere discriminatory practices have beeneliminated.

Education and learning establishments shouldfollow guidance laid out in BS 8300 and shouldensure that:-

o all students are able to gain entry to allbuildings through common entrances

o buildings and facilities promote barrier-freecirculation, using features such as open planreception areas, automatic doors, etc

o equal access is provided to all public areas,social areas and learning activities, in orderto allow students to participate inclusively

o all learning areas include desks or workbenches that are flexible or adjustable inheight

o teaching areas have built-in flexibility whichsupports the integration of students withdiverse needs, e.g. height adjustablecooking and washing up facilities, onehanded computer keyboards, and equipmentsuch as fans and heaters to assist studentswhose impairments are affected by changingtemperatures

o a building is designed to encourage socialinteraction of all, including areas such as,refreshments, and quiet study places and

Education and Learning Establishments

recreational opportunities

o study areas include soundproof places e.g.in the library, to allow people with visualimpairment to be read to

o living accommodation is accessible forvisiting by students with disabilities and thata proportion of rooms are readily adaptableto suit individual needs.

Libraries

Libraries should be designed and equipped toallow all users to gain equal access to theentire range of services and should include:-

o automated security barriers at entry and exitpoints that allow sufficient space (a clearopening width of at least 1200mm) forwheelchair users, guide dog owners andparents with young children to gain easy andindependent access

o suitably designed reception and check-outdesks (see section on Reception Areas)

o reading materials in alternative formats toallow independent learning by people withvisual impairments, e.g. talking and largeprint books, close circuit screen readers,magnifying equipment, user controlledsupplementary lighting, etc

o shelving should be carefully selected toensure the design facilitates maximum

independence e.g. book cases with shelvingof equal depth, colour contrasting to definebookcase edging

o floor colour or tonal contrasts whichdistinguish reading areas from circulationroutes

o a uniform approach to library layout designshould be adopted in premises with morethan one library, e.g. a university.

Thought needs to be given to all aspects ofevery customer's needs, from entry to fullaccess to all facilities, (including grounds)thereby providing the same amount ofcustomer service to all. Simple modificationsand a little thoughtfulness can generallyprovide any necessary solutions to allowpersonal independence for a disabled person.As disabled people often rely on attention todetail, small things can help make a disabledperson's stay a manageable and pleasurableexperience. Accommodation establishmentsshould follow guidance laid out in BS 8300 andshould include:-

o accessible parking

o reception areas accessible to all customers

o fully accessible toilet facilities

o access to all public facilities, e.g. restaurant,bar, beauty salon, library, leisure/gamesroom, lounge, reception, etc

Bedrooms

Provision should be made for:-

o all bedrooms to have a minimum door widthof 750mm and space to manoeuvre awheelchair within the room

o door locks and handles that are easy tooperate by people with reduced grip ordexterity

o a minimum quota of 1 in 20 bedrooms fullyequipped for use by wheelchair users, withat least one twin, double, single, or familyroom per establishment

o level entry to an en-suite bathroom

o a bed that is firm enough to give supportduring transfer and at a height to allow it(450mm)

o desks and tables that give room for footrestsand knees

o wardrobes and drawers at an easilyreachable level

o level access to any balcony or terrace

o reachable and easily operated lighting andtemperature, TV, radio and curtain closingcontrols

o a room telephone operable by anyone with ahearing impairment

o a TV capable of receiving subtitles or for usewith a listening device

AAccccoommmmooddaattiioonn

o access to room service, e.g. ironing,washing, refreshments

o flooring that allows a wheelchair user tomove about, e.g. low pile carpet

o at least two mains electrical sockets in closeproximity to the bed to allow use ofequipment such as wheelchair batterycharger, portable hoist, ventilator orcommunication device.

Bathrooms

Facilities within fully accessible rooms shouldbe designed to meet BS 8300 and to include:-

o shower facilities that can be used by peopleusing portable shower chairs

o rail supports

o lever tap controls

o sufficient space for inward opening doors toclose behind a wheelchair (thought could begiven to sliding or outward opening doorsinstead)

o a layout that allows for lateral transfer to theWC or bath

o adjustable height washbasin, positioned toallow a wheelchair to approach and be close

o full length mirrors to suit different heightusers

o provision for rails and a platform at the headof the bath to facilitate movement in and outof the bath.

Designers, developers and building operatorsare required to seamlessly integrateaccessibility into a single, effective, andmanageable building emergency plan to ensurethat wheelchair users can be confident ofescape, even during an intense emergencysituation.

Providing Accessible Alert & Escape

Providing a safe means of escape for peoplewith mobility or sensory impairments will vary

according to the type of building and thepurpose for which it is used.

Emergency provisions should be in line with BS5588 and should include:-

o reliable and flexible systems, e.g. a vibratingand message paging system

o escape routes that allow everyone to followthe same escape route to reach a Refugearea.

Emergency Provisions & Means ofEscape

Refuge Areas

Refuges are fire-protected areas where anyoneunable to escape from a building using thestairs, can wait in safety, ie: away from smoke.In buildings of two or more storeys, the Councilmay require provision of at least one suitablydesigned refuge. Refuges should:-

o be designed to BS 5588

o be at opposite ends of the building, with twoprovided on each floor when the distance tothe refuge exceeds ????

o have clear signage that indicates their exactlocation

o be large enough to take one or morewheelchair users(s), whilst allowing thoseusing stairs to easily pass

o contain a fire protected lift (designed to BS5588) that can be used during a fire

o display notices that provide clear andreassuring instructions to explain thepurpose of the area, the relevant emergencyprocedures and protocol

o be fitted with 2-way communication devices

o contain at least one evacuation chair.

Evacuation by Stairs

Evacuation chairs and similar manual methodsof evacuating disabled people should be usedas a last resort.

Procedures and Training

To meet the needs of people unable to usestairs, good building management requires thatGeneric Emergency Evacuation Plans bedevised. Plans need to be suited to theevacuation of wheelchair users, ambulantdisabled people, and to people with sensoryimpairments. They should also include elderlypeople, expectant mothers, and parents withyoung children. Whilst these plans shouldfollow the BS 5588-8:1999 guidelines, theyshould also include procedures that ensure:-

o a means for recording who is in the building,whilst noting any specific emergency egressrequirements.

o a nominated person(s) with overallresponsibility for evacuation exists

o building management and front-line staffreceive regular refresher sessions of allemergency arrangements

o personnel with responsibility for assistingduring an evacuation are fully trained shouldthe need arise for manual methods ofevacuation

o building users are familiar with evacuationprocedures

o wardens and those responsible forevacuation receive training in disabilityawareness and in providing assistance topeople with mobility or sensory impairments.

Evacuation Responsibility

It must be remembered that the responsibilityfor building evacuation ultimately rests with theoperational management of the building. The

Fire Brigade will not accept responsibility forroutine escape arrangements and will expect toarrive at a building that has been evacuated.

Ensuring high standards of physical accessinto a building is the first step to promoting'Access for All.' However, delivery of qualityservices is just as important.

Some people have impairments that areobvious, e.g. those using a wheelchair.However, providing access extends beyond therequirements of wheelchair users and shouldinclude (for example) considering the needs ofpeople with:-

o epilepsy

o visual impairment

o impairments affecting balance and/or co-ordination

o heart conditions

o speech impairment

o learning disabilities

o hearing impairment

o restricted breathing.

Disability awareness training is an effectiveway of achieving increased knowledge ofpeoples' differing needs and should beincorporated into general customer caretraining or specific Continued ProfessionalDevelopment.

Talking with Customers

Every customer is different and has their ownindividual communication requirements.Providers of services should activelydemonstrate helpfulness and courtesy.

Sometimes people who are unfamiliar withdisability find it difficult when speaking with adisabled person and may becomeembarrassed, perhaps pretending that theyhave not seen or heard them. Others maystare through curiosity or fear, forgetting theircustomer service role, whilst makingassumptions about a disabled person'scommunication or intellectual ability.

Customer Care

There is often uncertainty around offering helpto disabled people as there is concern that itmay offend. It is perfectly reasonable to offer adisabled person assistance, particularly if youfeel there is a degree of struggle. However,you should never assume that your help will beneeded and you should always be prepared foryour offer to be declined. Despite every goodintention, never give help without seekingpermission first, as this is likely to offend.

The best way of reacting is to remember totreat all customers equally, using terminologythat will create the right atmosphere ofacceptance. It is important not to makedisabled people feel they are being treateddifferently or 'spoken down to'.

Tips for Communicating

When communicating with customers it isimportant to;

o make eye contact

o shake hands

o smile and be welcoming

o stand or sit facing the customer

o smile with your voice

o speak clearly with an even rhythm of speech

o face your customers to allow for lip reading

o use gestures which complement theconversation

o re-phrase what you have said if you havenot been understood

o be patient, particularly where there isdifficulty in explaining - check forunderstanding

o use everyday humour and avoid staleclichés, e.g. 'Have you got a licence for thatwheelchair?'

o write things down if it will help clarify

o speak directly to the customer and notthrough their companion, spouse, assistant,or interpreter, e.g. 'Would she like somesugar'?

o speak to adults in an adult manner

o use language that is positive. Avoidcollective nouns e.g. “the disabled” orlanguage which is negative (e.g. “thementally handicapped”), better phrases are'disabled people' and 'people with learningdisabilities'

o respect individual personal space, e.g. awheelchair is an extension of its user andshould not be leant upon without permission

o respect that guide and other assistancedogs are not pets, whilst they are working,

and should not be distracted from duty

o be relaxed and take time to listen

o ensure that people who are affected byseizures are made welcome and ensureknowledge of what help can be offeredduring and after a seizure

o use normal language - a speech impairmentor stammer does not infer low intelligence

o sit or crouch down when talking to awheelchair user, to ensure level eye contact.

Product or Service Information

When producing written material for customers,a single, accessible product that can be easilyunderstood by all, is the most viable and costeffective option and ensures that serviceproviders adhere to the most recent DDAlegislation.

Written information should be;

o clear and concise

o complemented by symbols, whereverpossible

o produced in one format, suitable for use byeveryone

o a minimum of point 12 sized font on acontrasting background

o available electronically.

Ways of Communicating

Customers who need assistance withcommunication, should be offered theopportunity to communicate with the samedegree of spontaneity as non-disabled people.

Some of the ways in which assistance may beoffered are;

Video Linked Lip Speaking andSigning

These 'dial-in' services are available tosubscribing organisations, for situations wheretalking to customers face to face, (e.g.interviews or meetings) is required. Theequipment should be positioned to allow allinvolved to maintain both a natural seatingposition and confidentiality.

Hearing Enhancement Systems

Assisted hearing devices such as inductionloops or infra-red systems, can help ineliminating background noise, enabling hearingaid users to link directly with the sound source,e.g. a film at the cinema or the microphone of aspeaker.

Text Phone & Typetalk Services

Organisations should consider purchasing atext phone device for people with speech orhearing impairments. This allows customers tomake contact, still using the telephone, buttyping their conversation instead of speaking.

For smaller organisations a subscription to theRNID Typetalk service should be considered.Using this service, only the person with thecommunication impairment is required to havea text phone. The Typetalk operator will readto the hearing person what has been typed.The hearing person will then reply by speakingto the operator, who will relay the conversationback to the person with the hearing impairmentby using a text phone keyboard.

Public Telephones

If a public telephone is provided in the building,it should be positioned in accordance withguidance in BS 8300.

Cashpoint Machines

As new technologies continue to emerge,providers who install and maintain thesefacilities should ensure that they are suitableand accessible to everyone.

Cashpoints should be designed in accordancewith BS 8300 and should:-

o have an area immediately in front of the

machine which is level, clear of obstaclesand well illuminated

o be easily reachable by means of a doorsecurity system which does not require finemanual dexterity, particularly if located in aninternal lobby at night

o have screen illumination that is adjustedautomatically according to surrounding lightconditions

o incorporate technology which allows users tohear verbal instructions through headphones

o have controls and card slots at a height of1200mm.

Electronic Information Points

Electronic Information Points, such as thoseavailable in the high street, shopping centres,and other public arena, should be fullyaccessible to all disabled people.

To ensure accessibility, information pointsshould:-

o display text and graphics on a starklycontrasting background

o provide physical access, allowing wheelchairusers to approach and easily reachkeyboards, touch screens and paymentslots, from both front facing and sideapproach angles

o provide low level computer terminals

lighting conditionsensor forautomatic screenbrightness

socket for headphonesto enable text tospeech translation

1200mm

(between 750mm -800mm high)

o provide seating, which is adjustable in heightby the user.

Accessible Information

Producing information electronically ensuresthat information can be tailor-made to suit thefavoured format of the reader, therebypromoting equality and increasedindependence for many people. Examples ofhow electronic information can be used are:-

o Text to voice readers - these read aloudwhat is written on a computer screen

o Text manipulation - this can be used to alterthe size of text

o Screen magnification - this can enlarge text,diagrams, pictures, graphs, etc

o Print - with specifically chosen colour-contrasts, or braille embossing

o have at least one cashpoint machine perfacility, at a height suitable for wheelchairusers

o incorporate technology which allows forpeople with sight impairments to hear on-screen instructions confidentially through anearpiece device.

Accessing the Internet

Technology now exists, which can assistvisually impaired, and even totally blind peopleto use the Internet. Where a computer orInternet service is provided, at least one, orone in every twenty, terminals should be fullyaccessible and incorporate:-

o Height adjustable desk and seating

o Synthesised text-to-speech screen readers

o Braille printing

o Screen magnification

o Colour printing.

Accessible Websites

Websites should be:-

o clear and easy to navigate

o flexible in design, enabling users to easilyadjust the colour of the background, andcolour and size of text

o Good in design, ensuring that a textalternative description exists for everypicture or graphic on the Web page

o designed to ensure that a text only option(removal of pictures and graphics) exists forall Web-pages.

British Standard BS 8300:'Design of buildingsand their approaches to meet the needs ofdisabled people', BSI 2001

Planning and Access for Disabled People: 'AGood Practice Guide', ODPM: March 2003

'Designing For Accessibility' SupplementaryPlanning Guidance, London Borough ofCroydon: March 2000

Building Regulations 2000 - Part M: 'Access toand Use of Buildings', ODPM: May 2004Edition

'Sign Design Guide', JMU Access Partnershipand Sign Design Society: 2001

Planning Policy Guidance Note 17: Planningfor Open Space, Sport and Recreation,Department of the Environment, Transport andthe Regions: 2002

'Access for Disabled People', Sport England:2002

'Easy Access to Historic Properties', EnglishHeritage: 1995

'Making Access to Goods and Services Easierfor Disabled Customers. A Practical Guide forSmall Businesses and Other Small ServiceProviders', Disability Rights Commission: 2002

The Mayor of London's, 'London Plan: SpatialDevelopment Strategy for Greater London':Greater London Authority: February 2004

Accessible London: Achieving an InclusiveEnvironment, The London Plan SupplementaryPlanning Guidance, Mayor of London: 2004

Buildings for All to Use - Improving theAccessibility of Public Buildings andEnvironments (C610) by K Bright, S Flanagan,J Embleton, L Selbekk, G Cook: 2004, ISBN: 0-86017-610-X

Designing an Accessible City: Corporation ofLondon: 1998

Designing for the Disabled by SelwynGoldsmith: October 1967, RIBA Publications,ISBN: 0900630272

A Good Practice Guide to Disabled People'sAccess in the Countryside, BT Countryside ForAll Standards and Guidelines

Developing Accessible Play Space, Office ofthe Deputy Prime Minister: 2003, Product code03UPU01737

Access and Inclusion: A Management Guidepublished by Croner

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