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Brent Cross Shopping Centre - Upper Mall

Brent Cross Shopping Centre, Prince Charles Drive, Hendon, London, NW4 3FP

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Access Guide

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Getting Here

  • By Road View
    • The shopping centre is located in North London at NW4 3FP, Prince Charles Drive. There are various routes to Brent Cross Shopping Centre.
    • There are 6 car parks available at Brent Cross Shopping Centre; Red and Blue Car Parks, Fenwick Upper and Lower Car Parks and John Lewis Upper and Lower Car Parks.
  • By Bus View
  • By Train View
    • The nearest Railway Station is Hendon.
    • Hendon station is a 12 to 15 minute walk away. Simply exit the station onto the main road, cross over and turn left. After a few minutes, you will find Vivien Avenue on your right. Walk all the way down Vivien Avenue until it reaches the lights at Hendon Central and NatWest bank on your right. Continue walking and pass by HSBC bank and The Hendon Pub on Hendon Way. You will soon see a footpath on your right, which brings you out near Topsy Turvy World. Cross over and take the walkway through the multi-storey car park and into Brent Cross Shopping Centre.
    • For more information on National Rail please click here (opens new tab).
  • By Underground View
    • The nearest underground station is Brent Cross.
    • Brent Cross is 20 minutes from Central London on the Northern Line. Brent Cross is a short walk away from Hendon Central and Brent Cross Tube stations on the Edgware branch of the Northern Line.
    • For more information on TFL please click here (opens new tab).

COVID-19 Information

  • The information in this section was taken in September 2020.
  • There are numerous hand sanitiser units around the centre.
  • There is a one-way system throughout.
  • There is a maximum capacity for the centre as a whole and the shops also have their own capacity limits.
  • All centre staff wear face coverings whilst on the shop floor (except those with medical exemptions).
  • All touchpoints throughout the centre are thoroughly cleaned on a regular cycle i.e. lift buttons, digital screens, door handles, escalator handrails.
  • The Shopmobility unit is closed currently, however the centre continues to offer the service on a pre-booked appointment system. The security team manage this.
  • All Shopmobility equipment is thoroughly cleaned between usage by the cleaning team and segregated to ensure it is not reused until cleaned.

Parking, Buses and Taxi Rank

Getting Help and Assistance

  • There is a member of staff available for help and assistance.
  • Staff receive disability awareness/equality training.
  • There is not a member of staff trained in British Sign Language.
  • Staff receive deaf awareness training.
  • There is not an assistance dog toilet or toileting area at the venue/near by.
  • Water bowls for assistance dogs are available.

Outside Access (Fenwick Car Park Upper - Upper Mall 4 Entrance)

  • This information is for the entrance located to the right of the Fenwick Car Park Upper.
  • This entrance gives access to upper mall 4.
  • The entrance area/door is clearly signed.
  • There is step-free access at this entrance.
  • There is a canopy or recess which provides weather protection at this entrance.
  • There is a dark mat or floor marking at this entrance that might be perceived as a hole.
  • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
  • The main door(s) open(s) automatically.
  • The door(s) is/are double width.
  • The width of the door opening is 180cm.
  • There is a second set of doors.
  • The door(s) open(s) automatically.
  • The door(s) is/are double width.
  • The width of the door opening is 180cm.

Outside Access (John Lewis Car Park Upper - Upper Mall 6 Entrance)

  • This information is for the entrance located to the left of the John Lewis Car Park Upper.
  • This entrance gives access to upper mall 6.
  • The entrance area/door is clearly signed.
  • There is step-free access at this entrance.
  • There is a canopy or recess which provides weather protection at this entrance.
  • There is a dark mat or floor marking at this entrance that might be perceived as a hole.
  • The entrance door(s) does/do contrast visually with its immediate surroundings.
  • The main door(s) open(s) automatically.
  • The door(s) is/are double width.
  • The width of the door opening is 180cm.
  • There is a second set of doors.
  • The door(s) open(s) automatically.
  • The door(s) is/are double width.
  • The width of the door opening is 180cm.

Escalator(s) (Mall 3)

  • Wayfinding signage is provided for escalators.
  • The escalators only go up.
  • The floors which are accessible by escalator(s) are lower and upper levels.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are clearly marked.
  • The lighting levels at the escalator(s) are good.
  • There is/are 9 escalator area(s) in Malls 1, 2 and 3.
  • The other escalator area(s) is/are similar.

Escalator(s) (Mall 2)

  • Wayfinding signage is provided for escalators.
  • The escalators go both up and down.
  • The floors which are accessible by escalator(s) are Lower and upper malls.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are clearly marked.
  • The lighting levels at the escalator(s) are good.
  • There is/are 2 escalator area(s) in Mall 2.
  • The other escalator area(s) is/are very similar/identical.
  • One escalator is used to descend, the other is to ascend.

Escalator(s) (Mall 1)

  • Wayfinding signage is provided for escalators.
  • The escalators go both up and down.
  • The floors which are accessible by escalator(s) are lower and upper Malls.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are clearly marked.
  • There is/are 2 escalator area(s) Mall 1.
  • The other escalator area(s) is/are very similar/identical.
  • One escalator is used to ascend, the other to descend.

Lift (Mall 2)

  • There is a lift for public use.
  • The lift is located in Mall 2, in the centre of the shopping centre.
  • The lift is clearly visible from the entrance.
  • There is 1 other lift in this location.
  • The other lifts have very similar/identical specifications.
  • The lift is a standard lift.
  • A member of staff does not need to be notified for use of the lift.
  • The floors which are accessible by this lift are lower and upper malls.
  • Clear signs indicating the facilities on each floor are not provided on lift lobby landings.
  • There is a clear level manoeuvring space of 150cm × 150cm in front of the lift.
  • Lift doors do contrast visually with lift lobby walls.
  • The external controls for the lift are within 90cm - 110cm from the floor.
  • The colour contrast between the external lift controls and the control plate is poor.
  • The colour contrast between the external lift control plate and the wall is poor.
  • The clear door width is 105cm (3ft 5in).
  • The dimensions of the lift are 165cm x 200cm (5ft 5in x 6ft 7in).
  • There are no separate entry and exit doors in the lift.
  • There is not a mirror to aid reversing out of the lift.
  • There is not a list of floor services available within the lift.
  • The lift does have a visual floor indicator.
  • The lift does have an audible announcer.
  • The controls for the lift are within 90cm - 120cm from the floor.
  • There is a hearing loop system.
  • The lift does have Braille markings.
  • The lift does have tactile markings.
  • The lighting levels in the lift are good.
  • There is a/are similar lift(s) available.

Internal Area(s) (Upper Mall)

  • Digital wayfinders are not available.
  • Overhead signs are provided to aid wayfinding.
  • Information posts are provided to aid wayfinding.
  • Wall mounted signs are provided to aid wayfinding.
  • Dementia friendly signs are provided to aid wayfinding.
  • The type of flooring in this area is carpet, stone and marble.
  • There is some flooring with a very shiny finish which could cause issues with glare or be perceived as slippery.
  • There is some flooring which includes patterns or colours which could be confusing or look like steps or holes to some people.
  • The following types of seating can be found in this area; wooden benches, armchairs, sofas and chairs with armrests.
  • There are some centrally located kiosks or shops along walkways in this area.
  • There is good colour contrast between the walls and floor in the majority of corridors/walkways.
  • The lighting levels are good.
  • Background music is played in this area.
  • Background music is played throughout the mall.
  • There is a children's play area which is located at the rear of mall 5, opposite the main lifts.
  • There is step free access in this area.

Counter (Customer Service)

  • The counter is located opposite the mall 2 lifts on the upper mall.
  • There is step-free access to the counter, via lift.
  • There is a clear unobstructed route to the counter.
  • There are windows, TVs, glazed screens or mirrors behind the counter which could adversely affect the ability of someone to lip read.
  • The counter is placed in front of a background which is patterned.
  • The lighting levels at the counter are good.
  • The height of the counter is 110cm.
  • There is sufficient space to write or sign documents on the counter.
  • There is a lowered section of the counter.
  • The height of the lowered section of the counter is 85cm.
  • There is sufficient space to write or sign documents on the lowered section of the counter.
  • There is not a clear knee recess beneath the low/lowered section of the counter.
  • There is not a clear list of services at the counter.
  • There is not a digital wayfinding touchscreen at the counter.
  • There is not a hearing assistance system at the counter.
  • The type of flooring in this area is stone and marble.
  • There is not a waiting area close to the counter.

Accessible Toilet(s) (Upper Mall 5 - Right Transfer)

  • There is an/are accessible toilet(s) available.
  • This accessible toilet is located opposite the mall 2 lifts.
  • This accessible toilet is approximately 15m (16yd 1ft) from the main lifts.
  • There is step-free access to the accessible toilet, via lift.
  • This is a shared toilet.
  • A key is not required for the accessible toilet.
  • There is pictorial and written text signage on or near the toilet door.
  • The contrast between the external door and wall is fair.
  • The door opens outwards.
  • The door is easy to open.
  • The door is locked by a twist lock.
  • The width of the accessible toilet opening is 90cm (2ft 11in).
  • The contrast between the internal door and wall is good.
  • The door has a horizontal grab rail.
  • The contrast between the horizontal grab rail and internal door is fair.
  • The dimensions of the accessible toilet are 160cm x 200cm (5ft 3in x 6ft 7in).
  • The accessible toilet does have an unobstructed minimum turning space of 150cm x 150cm.
  • The lighting levels are moderate to good.
  • There is a lateral transfer space.
  • As you face the toilet pan the transfer space is on the right.
  • The lateral transfer space is 85cm (2ft 9in).
  • The transfer space is obstructed by a female sanitary bin and a waste disposal bin.
  • There is a flush, however it is not on the transfer side.
  • There is not a spatula type lever flush.
  • There is a push button flush.
  • There is a dropdown rail on the transfer side.
  • The contrast between the dropdown rail(s) and wall is fair.
  • There is a/are wall-mounted grab rail(s) available.
  • As you face the toilet the wall-mounted grab rail(s) is/are on both sides.
  • There is a vertical wall-mounted grab rail on the transfer side.
  • There is a horizontal wall-mounted grab rail on the opposite side of the seat to the transfer space.
  • The contrast between the wall-mounted grab rail(s) to the left of the toilet and wall is good.
  • The contrast between the wall-mounted grab rail(s) to the right of the toilet and wall is fair.
  • The contrast between the walls and floor is good.
  • There is an emergency alarm.
  • The emergency pull cord alarm is fully functional.
  • There is not a red flashing fire alarm beacon within the toilet.
  • Disposal facilities are available in the toilet.
  • There is a/are female sanitary and general waste (with lid) disposal units.
  • There is a/are coat hook(s).
  • The height of the coat hook is 160cm from the floor.
  • There is a mirror.
  • The mirror is placed at a lower level or at an angle for ease of use.
  • There is a shelf within the accessible toilet.
  • The shelf does not have the minimum dimensions of 12.5cm x 40cm.
  • The shelf is at a height of 75cm.
  • The shelf is not located where it is reachable.
  • There is a lid attached to the toilet seat.
  • The height of the toilet seat above floor level is 47cm (1ft 7in).
  • The toilet seat colour contrast is poor.
  • 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).
  • The height of the toilet roll holder is 80cm (2ft 7in).
  • The contrast between the toilet roll holder and the wall is good.
  • There is a wash basin.
  • The wash basin and tap(s) can be reached from seated on the toilet.
  • The wash basin is not placed higher than 74cm (2ft 5in).
  • The height of the wash basin is 74cm (2ft 5in).
  • There are vertical wall-mounted grab rails on both sides of the wash basin.
  • The contrast between the wash basin wall-mounted grab rail(s) and wall is good.
  • The wash basin tap type is lever mixer.
  • There is a wall fixed soap dispenser.
  • The soap dispenser cannot be reached from seated on the toilet.
  • The height of the soap dispenser is 80cm.
  • There is not a towel dispenser.
  • There is a hand dryer.
  • The hand dryer is not placed higher than 100cm (3ft 3in).
  • The height of the hand dryer is 85cm (2ft 9in).
  • The contrast between the hand dryer and the wall is good.

Standard Toilet(s) (Upper Mall 5)

  • Standard toilet facilities are available.
  • The female and male toilets are located on upper mall 5, opposite mall 2 lifts.
  • There is step-free access to the toilet(s).
  • The standard toilet(s) is/are approximately 20m from the main lifts.
  • There is pictorial signage on or near the toilet door.
  • It was not possible to access the female toilet.
  • An ambulant toilet cubicle is not available.
  • The height of the wash basin(s) is 95cm.
  • The wash basin(s) tap type is sensor.
  • Lighting levels are moderate to good.
  • Baby change facilities are available in the toilet that was surveyed.
  • There is a fixed baby change table available.
  • The height of the baby change table is 110cm.

Escalator(s) (Upper Mall to Food Court)

  • Wayfinding signage is provided for escalators.
  • The escalators go both up and down.
  • The floors which are accessible by escalator(s) are upper mall 5 and the food court on level 3.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are clearly marked.
  • The lighting levels at the escalator(s) are good.
  • There is/are one set of escalator area(s) at the rear of upper mall 5.

Other Floors (Blue / Red Car Park and Brent Cross Upper Mall / Food Hall)

  • Stairs can be used to access other floors.
  • The stairs are located at the rear of upper mall 5, on either side of the mall 5 lifts.
  • There are manual, heavy, single doors to enter and exit the stairwell on all floors.
  • The floors which are accessible by stairs are upper mall 5, levels 1, 2, 3 and 4 (Red and Blue Car Parks).
  • There are 15+ steps between floors.
  • The height of the step(s) is/are between the recommended 15cm and 18cm.
  • The height of the step(s) is/are 15cm.
  • The going of the step(s) is/are not between the recommended 30cm and 45cm.
  • The steps are clearly marked.
  • There is a/are handrail(s) at the step(s).
  • The steps have a handrail on both sides.
  • Handrails are at the recommended height (90cm-100cm).
  • Handrails do cover the flight of stairs throughout its length.
  • Handrails are easy to grip.
  • Handrails do extend horizontally beyond the first and last steps.
  • There is a landing.
  • Clear signs indicating the facilities on each floor are provided on landings.
  • The lighting levels at the steps are good.

Lift (Blue / Red Car Park and Brent Cross Upper Mall / Food Hall)

  • The lift is located at the rear of upper mall 5.
  • Signs indicating the location of the lift are clearly visible from the entrance.
  • The lift is approximately 40m (43yd 2ft) from the mall 2 lifts.
  • There is 1 other lift in this location.
  • The other lift has very similar/identical specifications.
  • The lift is a standard lift.
  • A member of staff does not need to be notified for use of the lift.
  • The floors which are accessible by this lift are upper mall 5, food hall - level 3 and car park levels 1-4.
  • Clear signs indicating the facilities on each floor are provided on lift lobby landings.
  • There is a clear level manoeuvring space of 150cm × 150cm in front of the lift.
  • Lift doors do contrast visually with lift lobby walls.
  • The external controls for the lift are within 90cm - 110cm from the floor.
  • The colour contrast between the external lift controls and the control plate is fair.
  • The colour contrast between the external lift control plate and the wall is fair.
  • The clear door width is 100cm (3ft 3in).
  • The dimensions of the lift are 130cm x 250cm (4ft 3in x 8ft 2in).
  • There are no separate entry and exit doors in the lift.
  • There is not a mirror to aid reversing out of the lift.
  • There is not a list of floor services available within the lift.
  • The lift does have a visual floor indicator.
  • The lift does have an audible announcer.
  • The controls for the lift are within 90cm - 120cm from the floor.
  • There is a hearing loop system.
  • The lift does not have Braille markings.
  • The lift does have tactile markings.
  • The lighting levels in the lift are low.
  • There is a/are similar lift(s) available.

Brent Cross Shopping Centre