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Cambridge City Council Customer Service Centre

Mandela House, 4 Regent Street, Cambridge, Cambridgeshire, CB2 1BY

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Access Guide

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COVID-19 Information

  • The information in this section was taken in August 2021.
  • You should enter through the right-hand side of the entrance and exit through the left hand side in accordance with the one way arrow stickers on the floor.
  • There is a member of staff available at the entrance.
  • There is hand sanitiser available at the entrance.
  • The hand sanitisers are free standing.
  • The height of the hand sanitiser is 98cm.
  • Hand sanitisers are available inside the venue.
  • There is clear signage inside to help with social distancing.
  • There are protective clear screens located at desks/counters.
  • Toilets are available.
  • For more information about the measures in place for Covid-19 please click here (new tab) .

Introduction

  • The centre deals with the following: Street Parking, Taxi Licence, Social Care, Council Tax, Community Safety, Business Rates, Government Office, Housing Benefit, Council Tax Benefit, Homeless People, Residential Care Homes and Community Development.

Location

  • There is a bus stop within 150m (164yds) of the venue.
  • The nearest National Rail station is Cambridge.

Opening Times (Customer Service Centre)

  • Monday 09:00 - 17:00.
  • Tuesday 09:00 - 17:00.
  • Wednesday 09:00 - 17:00.
  • Thursday 09:00 - 17:00.
  • Friday 09:00 - 17:00.
  • Saturday Closed.
  • Sunday Closed.

Parking

  • The venue does not have its own car park.
  • Public Car Parks View
    • There is a car park for public use within 200m (approx).
    • The name of the car park is Grand Arcade.
  • On Street Blue Badge Parking View
    • On street marked Blue Badge bays are available.
    • On street Blue Badge parking is located in Regent Street, opposite Sainsbury's Local.
  • On Street Standard Parking View
    • Clearly signed and / or standard marked parking bays are available.
    • Standard marked parking bays are located in Park Terrace.
  • Drop-off Point View
    • There is not a designated drop off point.
  • Comments View
    • The Blue Badge parking in Regent Street is strip parking and marked out as disabled on the road and via signs on the pathway.
    • The standard parking in Park Terrace is strip parking and is pay and display.

Outside Access (Main Entrance)

  • Entrance View
    • This information is for the entrance located at the front of the building.
    • There is step-free access at this entrance.
    • There is not a bell/buzzer.
    • There is not an intercom.
    • The main door(s) open(s) automatically.
    • The door(s) is/are double width.
    • The door(s) is/are easy to open.
    • The width of the door opening is 165cm.
    • There is a second set of doors.
    • The door(s) open(s) automatically.
    • The door(s) is/are double width.
    • The door(s) is/are permanently held open.
    • The width of the door opening is 238cm.

Reception (Main Reception)

  • The desk/counter is 10m (10yd 2ft) from the Main Entrance.
  • There is level access to the desk/counter from the entrance.
  • The desk/counter is low (76cm or lower).
  • The lighting levels are good.
  • There is a hearing assistance system.
  • The type of system is a fixed loop.
  • The hearing assistance system is signed.
  • The hearing assistance system was tested by an AccessAble surveyor.
  • The hearing assistance system was tested on 07/09/2021.
  • The hearing assistance system was not working at the time of testing.

Reception (Licensing, Planning and Environmental)

  • The desk/counter is 13m (14yd 8in) from the Main Entrance.
  • There is level access to the desk/counter from the entrance.
  • The desk/counter is low (76cm or lower).
  • The lighting levels are good.
  • Comments View
    • There are 2 desks available here.
    • The desk openings has ample room a wheelchair.

Reception (Customer Advice)

  • The desk/counter is 20m (21yd 2ft) from the Main Entrance.
  • There is level access to the desk/counter from the entrance.
  • The desk/counter is low (76cm or lower).
  • The lighting levels are good.

Inside Access

  • There is level access to the service(s).
  • There is a hearing assistance system.
  • The system is a fixed loop.
  • Staff are trained to use the system.
  • This venue does not play background music.
  • Motorised scooters are allowed in public parts of the venue.
  • The lighting levels are varied.
  • Comments View
    • There is a fixed hearing loop available at every reception desk / counter within the customer service centre.
    • There is an information touch screen for the Citizens Advice Bureau available on your left as you enter the venue.
    • The touch screen is not at a suitable height for wheelchair users, but assistance can be given if required.
    • There is seating with and without armrests available throughout the venue.
    • A vending machine and water machine is available to the right as you enter the venue.
    • There is a TV in the waiting area.

Private Consultation Rooms

  • There are four consultation rooms available.
  • The consultation rooms are accessed via a single door, that opens towards you, is heavy and 89cm wide.
  • All rooms are the same in size and all have fixed hearing loops available.
  • There is a desk in each room at a height of 72cm, with a suitable clearance underneath the desk.
  • There is room to manoeuvre for a wheelchair user in each room.
  • There are chairs without armrests in each room, however one with armrests can be made available if required.
  • There is a clear screen on the desk as a covid 19 precaution.
  • The room surveyed was Consultation Room A.

Accessible Toilet (1)

  • Accessible toilet facilities are available.
  • Location and Access View
    • There is Braille, tactile, pictorial and written text signage on or near the toilet door.
    • This accessible toilet is approximately 12m (13yd 4in) from the Main Entrance.
    • This accessible toilet is located on the left as you enter.
    • The accessible toilet is located to the left as you enter.
    • There is level access to this accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • The door opens outwards.
    • The door is locked by a twist lock.
    • The width of the accessible toilet door is 88cm (2ft 11in).
    • The door may be difficult to open.
    • The dimensions of the accessible toilet are 200cm x 225cm (6ft 7in x 7ft 5in).
    • There is sufficient turning space in the cubicle for a wheelchair user.
    • There is not a lateral transfer space.
    • The tap type is lever.
    • There is a mixer tap.
    • There is an emergency alarm.
    • The emergency pull cord alarm is fully functional.
    • Disposal facilities are available in the cubicle.
    • There is a/are sanitary and clinical waste disposal units.
    • There is not a/are not coat hook(s).
  • Position of Fixtures View
    • Wall mounted grab rails are available for the toilet.
    • As you face the toilet the wall-mounted grab rails are on the right.
    • There is a shelf within the accessible toilet.
    • There is a mirror.
    • Mirrors are placed at a lower level or at an angle for ease of use.
    • The height of the toilet seat above floor level is 46cm (1ft 6in).
    • There is a hand dryer.
    • The hand dryer cannot be reached from seated on the toilet.
    • The hand dryer is not placed higher than 100cm (3ft 3in).
    • There is not a towel dispenser.
    • There is a toilet roll holder.
    • The toilet roll holder can be reached from seated on the toilet.
    • The toilet roll holder is not placed higher than 100cm (3ft 3in).
    • There is a wash basin.
    • The wash basin cannot be reached from seated on the toilet.
    • The wash basin is not placed higher than 74cm (2ft 5in).
  • Colour Contrast and Lighting View
    • The contrast between the external door and wall is good.
    • The contrast between the internal door and wall is good.
    • The contrast between the wall-mounted grab rail(s) and wall is good.
    • The contrast between the dropdown rail(s) and wall is good.
    • The contrast between the walls and floor is good.
    • The lighting levels are moderate to good.
  • Baby Change Facilities View
    • Baby change facilities are located within the venue.
    • Baby change facilities are located within the Accessible Toilet.
    • The height of the baby change table once extended is 85cm (2ft 9in).
  • Comments View
    • At the time of survey this toilet was not available due to covid restrictions.

Accessible Toilet (2)

  • Accessible toilet facilities are available.
  • Location and Access View
    • There is tactile, pictorial and written text signage on or near the toilet door.
    • This accessible toilet is approximately 15m (16yd 1ft) from the Main Entrance.
    • The accessible toilet is located to the left as you enter.
    • There is level access to this accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • The door opens outwards.
    • The door is locked by a twist lock.
    • The width of the accessible toilet door is 88cm (2ft 11in).
    • The door may be difficult to open.
    • The dimensions of the accessible toilet are 200cm x 225cm (6ft 7in x 7ft 5in).
    • There is sufficient turning space in the cubicle for a wheelchair user.
    • There is not a lateral transfer space.
    • The tap type is lever.
    • There is a mixer tap.
    • There is an emergency alarm.
    • The emergency pull cord alarm is fully functional.
    • Disposal facilities are available in the cubicle.
    • There is a/are clinical waste disposal units.
    • There is not a/are not coat hook(s).
  • Position of Fixtures View
    • Wall mounted grab rails are available for the toilet.
    • There is a shelf within the accessible toilet.
    • There is a mirror.
    • Mirrors are placed at a lower level or at an angle for ease of use.
    • The height of the toilet seat above floor level is 46cm (1ft 6in).
    • There is a hand dryer.
    • The hand dryer cannot be reached from seated on the toilet.
    • The hand dryer is not placed higher than 100cm (3ft 3in).
    • There is not a towel dispenser.
    • There is a toilet roll holder.
    • The toilet roll holder can be reached from seated on the toilet.
    • The toilet roll holder is not placed higher than 100cm (3ft 3in).
    • There is a wash basin.
    • The wash basin cannot be reached from seated on the toilet.
    • The wash basin is not placed higher than 74cm (2ft 5in).
  • Colour Contrast and Lighting View
    • The contrast between the external door and wall is good.
    • The contrast between the internal door and wall is good.
    • The contrast between the wall-mounted grab rail(s) and wall is good.
    • The contrast between the dropdown rail(s) and wall is good.
    • The contrast between the walls and floor is good.
    • The lighting levels are moderate to good.
  • Baby Change Facilities View
    • Baby change facilities are located within the venue.
    • Baby change facilities are located within the Accessible Toilet.
    • The height of the baby change table once extended is 84cm (2ft 9in).

Standard Toilet(s)

Additional Info

  • Documents are available in Braille.
  • Documents are available in large print.
  • A bowl of water can be provided for an assistance dog.
  • A member of staff trained in BSL skills is normally on duty.
  • Staff are trained to BSL level 1.
  • Home visits / services are available.