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The Galleria - Customer Services

Comet Way, Hatfield, Hertfordshire, AL10 0XR

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Access Guide

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COVID-19 Information

  • The information in this section was taken in October 2020.
  • The Galleria opening times remain as normal but are subject to change due to any new COVID19 measures please check the Galleria website before you set off.
    Please check on the Galleria website for stores individual opening hours.
  • An external queuing system (with social distancing markings) has been introduced outside the North ground level entrance near Choice.
  • To assist in social distancing measures the following entrances/exits will be open:
    The multi-storey car park into main mall entrances;
    North ground level main mall entrance/exit (there is now one entrance door by the Choice store and one exit by the ex Sega store);
    South ground level main mall entrance/exit (there will be one entrance door near TK Maxx and one exit door by the ex Nike store unit);
    The undercroft area's entrance and exit doors (by McDonalds/Burger King are open but only as a walk through route towards the main mall, taking you outside onto the footpath next to the Plaza car park in order to access the bridge from the undercroft area, as per previously).
  • Additional staff are positioned to entrances during peak times.
  • Additional hand sanitising stations have been installed at all entrances and around the mall.
  • The introduction of hand sanitising stations may reduce the manoeuvring space in lobby areas.
  • There is currently a capacity limit of 2000, should the centre reach capacity, a one in one out policy will be implemented.
  • A one way system has been introduced on the malls to assist with social distancing and people are now asked to use the lift to go up only and the stairs to go down only.
  • Signage is available to ensure people keep to the left in corridors.
    Markings have been added to the floor to assist with social distancing and signs have been put up on the mall to remind people to keep 2 metres apart.
  • There is a protective screen at the customer services desk.
  • All toilets are open but are subject to change should COVID 19 measures enhance. On busy times the toilets are staffed with a one in one out policy.
  • Changing facilities are all open but are subject to change should COVID 19 measures enhance.
  • Face coverings and "givemespace lanyards" are available from the customer services desk should a customer be exempt from wearing a mask.
  • The venue is certified with the 'We’re Good To Go’ COVID-19 industry standard.
  • For more information on the 'We're Good to Go' Industry Standard please click here.

Getting Here

Getting Help and Assistance

  • British Sign Language interpreters cannot be provided on request.
  • There is not an assistance dog toilet or toileting area at the venue/nearby.
  • There is a designated place of safety which can be used by people with dementia, autism or learning disabilities.
  • The place of safety is located in a void unit on the lower level.
    Customers who would like to use this space need to visit the customer service desk beforehand.
  • Water bowls for assistance dogs are available.
  • There are mobility aids available.
  • The mobility aids available include wheelchairs, motorised wheelchairs and mobility scooters.
  • To obtain mobility aids please contact the venue on 01707 278 301 or book in advance.
  • Please note when hiring a scooter or wheelchair, ID is required (proof of address) or your disabled badge.

Related Access Guides (The Galleria Parking)

Lift (Lower and Upper Level South Shops and Car Parks 5 & 6)

  • There is a lift for public use.
  • The lift is located opposite Caffé Nero.
  • Signs indicating the location of the lift are clearly visible from the entrance.
  • 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 1 (lower level), 3 (upper level), 5 (car park) and 6 (car park).
  • 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 good.
  • The clear door width is 110cm (3ft 7in).
  • The dimensions of the lift are 170cm x 200cm (5ft 7in x 6ft 7in).
  • There are no separate entry and exit doors in the lift.
  • There is 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 not a hearing loop system.
  • The lift does have Braille markings.
  • The lift does have tactile markings.
  • The lighting levels in the lift are good.

Step(s)

  • There is a/are step(s) located at the foot of the escalators.
  • The step(s) is/are used to access the escalators.
  • There is/are 4 step(s).
  • The step(s) is/are not clearly marked.
  • The height of the step(s) is/are between 15cm and 18cm.
  • The going of the step(s) is/are between 30cm and 45cm.
  • There is a/are handrail(s) at the step(s).
  • The handrail(s) is/are 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 not extend horizontally beyond the first and last steps.
  • The lighting levels at the step(s) are good.

Escalator(s)

  • Wayfinding signage is not provided for escalators.
  • The escalators go both up and down.
  • The floors which are accessible by escalator(s) are G and 1.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are not clearly marked.
  • The lighting levels at the escalator(s) are good.

Other Floors

  • Stairs can be used to access other floors.
  • The stairs are located on both sides of the of the shopping centre.
  • The floors which are accessible by stairs are G and 1.
  • There are 15+ steps between floors.
  • The height of the step(s) is/are not between the recommended 15cm and 18cm.
  • The going of the step(s) is/are 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 not at the recommended height (90cm-100cm).
  • Handrails do cover the flight of stairs throughout its length.
  • Handrails are easy to grip.
  • Handrails do not extend horizontally beyond the first and last steps.
  • There is not a landing.
  • Clear signs indicating the facilities on each floor are not provided on landings.
  • The lighting levels at the steps are good.

Lift

  • There is a lift for public use.
  • The lift is located to the right as you enter the south entrance.
  • The lift is a standard lift.
  • The floors which are accessible by this lift are G and 1.
  • 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 fair.
  • The clear door width is 107cm (3ft 6in).
  • The dimensions of the lift are 167cm x 186cm (5ft 6in x 6ft 1in).
  • There are no separate entry and exit doors in the lift.
  • There is 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 not a hearing loop system.
  • The lift does have Braille markings.
  • The lift does have tactile markings.
  • The lighting levels in the lift are low.

Step(s)

  • There is a/are step(s) located to the right as you face the escalators.
  • The step(s) is/are used to access the escalators.
  • There is/are 5 step(s).
  • The step(s) is/are clearly marked.
  • The height of the step(s) is/are between 15cm and 18cm.
  • The going of the step(s) is/are between 30cm and 45cm.
  • There is a/are handrail(s) at the step(s).
  • The handrail(s) is/are 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 second lower handrail.
  • The lighting levels at the step(s) are good.

Escalator(s)

  • Wayfinding signage is not provided for escalators.
  • The escalators go both up and down.
  • The floors which are accessible by escalator(s) are G and 1.
  • The escalator(s) steps are not clearly marked.
  • The foot and head of the escalator(s) are not clearly marked.
  • The lighting levels at the escalator(s) are good.

Ramp(s) or Slope(s) (Galleria Upper Level South - Restaurant Bridge)

  • There is a ramp/slope located between the upper level shopping area and the upper restaurant bridge.
  • The gradient of the ramp/slope is steep.
  • The ramp/slope is permanent.
  • There is not a level landing at the top of the ramp/slope.
  • There is a/are handrail(s) at the ramp.
  • The handrail(s) is/are on both sides.
  • The lighting levels at the ramp/slope are good.

Entrance (Customer Services)

  • This information is for the entrance located on the north side of the upper level of The Galleria.
  • The entrance area/door is clearly signed.
  • This entrance sign says 'Customer Services'.
  • There is step-free access at this entrance.
  • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
  • The main door(s) open(s) both ways.
  • The door(s) is/are single width.
  • The door(s) is/are heavy.
  • The width of the door opening is 86cm.

Reception (Customer Services)

  • The reception point is located in the customer services room.
  • The reception point is approximately 1m (3ft 3in) from the Customer Services entrance.
  • The reception area/desk is clearly visible from the entrance.
  • There is step-free access to the reception point.
  • There is a clear unobstructed route to the reception point.
  • There are no windows, TVs, glazed screens or mirrors behind the reception point which could adversely affect the ability of someone to lip read.
  • The reception counter is not placed in front of a background which is patterned.
  • The lighting levels at the reception point are good.
  • The height of the reception counter is 84cm.
  • There is not 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 76cm.
  • There is sufficient space to write or sign documents on the lowered section of the counter.
  • There is a clear knee recess beneath the low/lowered section of the counter.
  • The bell is at a suitable height for a wheelchair user.
  • Clipboards can be provided to anyone who is unable to use the desk.
  • There is not a hearing assistance system at the reception point.
  • The type of flooring in the reception area is carpet.
  • There is a waiting area close to the reception point.
  • Access to the waiting area is unobstructed.
  • The following types of seating can be found in this area; chairs without armrests.
  • There is not sufficient space for a wheelchair user to use the waiting area.

Related Access Guides