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Marks and Spencer Kew

Kew Retail Park, Mortlake Road, Kew, Surrey, TW9 4AD

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Access Guide

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Introduction

Public Transport and Parking

  • Public Transport View
    • There is a bus stop within approximately 150m of the store.
    • The nearest train station is Kew Gardens.
    • The nearest underground tube station/Metro station is Kew Gardens.
  • Parking View
    • The store does not have its own car park.
    • The store shares a car park/parking facilities.
    • Clearly marked/signposted designated Blue Badge parking bays are available.
    • Clearly marked/signposted parent and child parking bays are available.

Approach

  • There is step free access on the approach to the store.
  • The surface of the approach is stone/concrete tiles.
  • There is a/are fixed bollard(s) on the approach to the store.

Outside Access (Food Hall)

  • This information is for the entrance located at the front of the building.
  • There is step free access at this entrance.
  • Entrance Details View
    • The main door(s) open(s) automatically.
    • The door(s) is/are double.
    • The width of the door opening is 135cm (4ft 5in).
    • There is a second set of doors at this entrance.
    • The second set of doors open automatically.
    • The second set of doors are double.
    • The width of the door opening is 130cm (4ft 3in).

Outside Access (Menswear)

  • This information is for the entrance located at the front of the building.
  • There is step free access at this entrance.
  • Entrance Details View
    • The main door(s) open(s) automatically.
    • The door(s) is/are double.
    • The width of the door opening is 137cm (4ft 6in).
    • There is a second set of doors at this entrance.
    • The second set of doors open automatically.
    • The second set of doors are double.
    • The width of the door opening is 137cm (4ft 6in).

Outside Access (Womenswear)

  • This information is for the entrance located at the front of the building.
  • There is step free access at this entrance.
  • Entrance Details View
    • The main door(s) open(s) automatically.
    • The door(s) is/are double.
    • The width of the door opening is 135cm (4ft 5in).
    • There is a second set of doors at this entrance.
    • The second set of doors open automatically.
    • The second set of doors are double.
    • The width of the door opening is 135cm (4ft 5in).

Inside Access

  • Inside Access View
    • There is step free access throughout the store.
    • There is some flooring which is shiny and could cause issues with glare or look slippery to some people.
    • The store does not play background music.
    • There is a/are fixed hearing assistance system(s) in the store.
    • The hearing assistance system(s) is/are located at the Refunds and Exchange counter, at the Bureau de Change counter and at the food information counter.
    • There is a cash machine in the store.
    • There is a/are wheelchair(s) available to borrow.
    • Trolleys designed for the use of wheelchair users are available.
  • Click and Collect View
    • There is a Click and Collect service in the store.
    • Customers can obtain online Order and Collect items from a member of staff.
    • There is not a hearing assistance system at the counter.
  • Comments View
    • Click and Collect touchscreens are located to the right of the tills between Womenswear and Menswear.

Food Hall

  • Food Hall View
    • The Food Hall is located ahead as you enter the Food hall entrance.
    • There is step free access to the Food Hall.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Food Hall aisle(s).
  • Till(s)/Counter(s) View
    • There is a food information counter.
    • There is step free access to the food information counter.
    • There is a clear accessible route to the food information counter.
    • The height of the food information counter is 95cm.
    • There is a hearing assistance system at the counter.
    • There is a/are checkout(s), high activity till(s) and self service till(s) (Scott tills) in the Food Hall.
    • The height of the checkout(s) is/are 95cm.
    • The height of the high activity till(s) is/are 89cm.
    • The height of the lowered section of the high activity till(s) is 69cm.
    • There is not a self service till with a hearing assistance system.
    • Staff can provide assistance with using the self service till(s) (Scott tills).

Menswear

  • Menswear View
    • Menswear is located ahead as you enter the Menswear entrance.
    • There is step free access to Menswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Menswear aisle(s).
  • Till(s)/Counter(s) View
    • There is step free access to the Menswear till(s)/counter(s).
    • There is a clear accessible route to the Menswear till(s)/counter(s).
    • The nearest Menswear till(s)/counter(s) is/are approximately 20m from the Menswear entrance.
    • The height of the Menswear till(s)/counter(s) is/are 91cm.
    • The height of the lowered section of the till(s)/counter(s) is 78cm.
    • There is a clear knee recess beneath the lowered section(s) of the till(s)/counter(s).
    • The clear knee recess has the dimensions of 70cm (height) x 30cm (depth).
    • There is not a hearing assistance system at the till(s)/counter(s).
    • There are windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Accessible Fitting Room(s) View
    • There is/are 4 fitting room(s) in total within Menswear, 1 of which is an accessible fitting room.
    • There is step free access to the accessible fitting room(s).
    • There is a clear accessible route to the accessible fitting room(s).
    • There is a curtain opening to access the accessible fitting room(s).
    • The clear width of the opening is 100cm.
    • The dimensions of the accessible fitting room(s) are 150cm x 190cm.
    • There is clear manoeuvring space in the accessible fitting room(s).
    • There is a/are wall mounted rail(s) in the accessible fitting room(s).
    • There is a drop down rail in the accessible fitting room(s).
    • There is a mirror in the accessible fitting room(s), the bottom edge of the mirror is 33cm from the floor.
    • There are coat hooks in the accessible fitting room(s) at 104cm and 172cm from the floor.
    • There is a functional emergency alarm in the accessible fitting room(s).
    • There is a drop down/tip up chair in the accessible fitting room(s).
    • The height of the chair from the floor is 48cm.
    • There is an assistance bell, but it was not functional at the time of the survey.
    • The height of the assistance bell from the floor is 97cm.
  • Standard Fitting Room(s) View
    • There is/are 3 standard fitting room(s) within Menswear.
    • There is step free access to the standard fitting room(s).
    • There is a clear accessible route to the standard fitting room(s).
    • There is a chair/stool/changing bench in the standard fitting room(s).

Womenswear

  • Womenswear View
    • Womenswear is located ahead as you enter the Womenswear entrance.
    • There is step free access to Womenswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Womenswear aisle(s).
  • Till(s)/Counter(s) View
    • There is step free access to the Womenswear till(s)/counter(s).
    • There is a clear accessible route to the Womenswear till(s)/counter(s).
    • The nearest Womenswear till(s)/counter(s) is/are approximately 30m from the Womenswear entrance.
    • The height of the Womenswear till(s)/counter(s) is/are 95cm.
    • The height of the lowered section of the till(s)/counter(s) is 78cm.
    • There is a clear knee recess beneath the lowered section(s) of the till(s)/counter(s).
    • The clear knee recess has the dimensions of 70cm (height) x 30cm (depth).
    • There is not a hearing assistance system at the till(s)/counter(s).
    • There are windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Accessible Fitting Room(s) View
    • There is/are 10 fitting room(s) in total within Womenswear, 1 of which is an accessible fitting room.
    • There is step free access to the accessible fitting room(s).
    • There is a clear accessible route to the accessible fitting room(s).
    • There is a curtain opening to access the accessible fitting room(s).
    • The clear width of the opening is 100cm.
    • The dimensions of the accessible fitting room(s) are 153cm x 190cm.
    • There is clear manoeuvring space in the accessible fitting room(s).
    • There is a/are wall mounted rail(s) in the accessible fitting room(s).
    • There is a drop down rail in the accessible fitting room(s).
    • There is a mirror in the accessible fitting room(s), the bottom edge of the mirror is 29cm from the floor.
    • There are coat hooks in the accessible fitting room(s) at 105cm and 140cm from the floor.
    • There is a functional emergency alarm in the accessible fitting room(s).
    • There is a drop down/tip up chair in the accessible fitting room(s).
    • The height of the chair from the floor is 48cm.
    • There is an assistance bell, but it was not functional at the time of the survey.
    • The height of the assistance bell from the floor is 95cm.
  • Standard Fitting Room(s) View
    • There is/are 9 standard fitting room(s) within Womenswear.
    • There is step free access to the standard fitting room(s).
    • There is a clear accessible route to the standard fitting room(s).
    • There is a chair/stool/changing bench in the standard fitting room(s).

Home

  • Home View
    • The Home department is located to the rear of the store as you enter the Menswear entrance.
    • There is step free access to the Home department.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Home department aisle(s).
    • There is a browse and order hub within the Home department.

Babywear/Kidswear

  • Babywear/Kidswear View
    • Babywear/Kidswear is located to the rear of the store as you enter the Menswear entrance.
    • There is step free access to Babywear/Kidswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Babywear/Kidswear aisle(s).

Lingerie

  • Lingerie View
    • Lingerie is located to the rear of the store as you enter the Menswear entrance.
    • There is step free access to Lingerie.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Lingerie aisle(s).

Beauty

  • Beauty View
    • The Beauty department is located to the rear of the store to the left of the tills.
    • There is step free access to the Beauty department.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Beauty department aisle(s).

Café (M&S Café)

  • Location and Access View
    • The Café is located to the rear of the store as you enter the Menswear entrance.
    • There is step free access to the Café.
    • There is a clear accessible route to the Café.
    • There is step free access throughout the Café.
  • Counter View
    • Food and/or drink(s) is/are ordered from the service counter.
    • Food and/or drinks can be brought to the table.
    • The height of the service counter is 85cm.
    • The height of the lowered section of the service counter is 80cm.
  • Tables and Seating View
    • No tables are permanently fixed.
    • Some chairs are permanently fixed.
    • No chairs have armrests.
    • The nearest table is approximately 6m from the Café entrance/opening.
    • The distance between the floor and the dining tables is 70cm.
    • There is clear manoeuvring space throughout the Café.
  • Menus and Services View
    • Menus are available on the wall.
    • The Café has a menu board.
    • Hand held large print menus are available on request.
    • Menus are clearly written.
    • Menus are presented in high contrasting colours.
    • Drinking straws are available.
    • Two handle cups are not available.
    • The Café does not play background music.
    • WiFi is available in the Café.

Refunds and Exchanges

  • The Refund and Exchange counter is located to the rear of the store as you enter the Menswear entrance.
  • There is step free access to the Refund and Exchange counter.
  • There is a clear accessible route to the Refund and Exchange counter.
  • The Refund and Exchange counter is approximately 40m from the Menswear entrance.
  • The height of the Refund and Exchange counter is 95cm.
  • There is a hearing assistance system at the counter.
  • There are not windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
  • The till(s)/counter(s) is/are not placed in front of a background which is patterned.

M&S Bank / Bureau de Change

  • Bureau de Change View
    • There is a Bureau de Change service in the store.
    • The Bureau de Change is located to the rear of the store to the left of the tills.
    • There is step free access to the Bureau de Change.
    • There is a clear accessible route to the Bureau de Change.
    • The Bureau de Change is approximately 45m from the Womenswear entrance.
    • The height of the Bureau de Change counter is 101cm.
    • There is a hearing assistance system at the counter.

Parent and Baby Room

  • There is a parent and baby room in the store.
  • The parent and baby room is located to the rear of the store as you enter the Menswear entrance.
  • There is step free access into the parent and baby room.
  • There is a clear accessible route to the parent and baby room.
  • The parent and baby room is approximately 50m from the Menswear entrance.
  • Staff do not need to be notified for use of the room.
  • The height of the baby change table/bench once extended and in use is 108cm.
  • There are disposal facilities in the parent and baby room.
  • There is a wash basin in the parent and baby room.
  • The height of the wash basin is 95cm.
  • There is a/are chair(s) in the parent and baby room.
  • There is a chair with armrests on both sides.
  • There is a toilet in the parent and baby room.

Toilet with Adaptations (Left Hand Transfer)

  • There is an accessible toilet in the store.
  • Location of and Access to the Accessible Toilet View
    • The accessible toilet is unisex.
    • The accessible toilet is located to the rear of the store as you enter the Menswear entrance.
    • There is step free access into the accessible toilet.
    • There is a clear accessible route to the accessible toilet.
    • The accessible toilet is approximately 50m from the Menswear entrance.
  • Features and Dimensions of the Accessible Toilet View
    • Staff do not need to be notified for use of the accessible toilet.
    • A key is not required for the accessible toilet.
    • There is pictorial signage on or near the toilet door.
    • The door opens towards you (pull).
    • The width of the door opening is 95cm.
    • The door is locked by a lever twist.
    • The dimensions of the accessible toilet are 160cm x 200cm.
    • There is not clear manoeuvring space in the accessible toilet, due to fixtures and fittings.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the left.
    • The lateral transfer space is 92cm.
    • There is a drop down rail on the transfer side.
    • There is not a flush on the transfer side.
    • There is a functional emergency alarm.
    • There are not disposal facilities in the accessible toilet.
    • There are coat hooks in the accessible toilet at 106cm and 177cm from the floor.
  • Position of Fixtures in the Accessible Toilet View
    • There is a/are wall mounted rail(s).
    • As you face the toilet the wall mounted grab rail(s) is/are on both sides.
    • There is a shelf or equivalent flat surface in the accessible toilet (includes toilet cistern).
    • The shelf or equivalent flat surface is within 95cm of the floor.
    • There is a mirror in the accessible toilet, the bottom edge of the mirror is 60cm from the floor.
    • The height of the toilet seat above floor level is 45cm.
    • The toilet has a cistern.
    • There is a toilet roll holder.
    • The toilet roll holder can be reached when seated on the toilet.
    • The height of the toilet roll holder is 87cm.
    • There is a wash basin.
    • The wash basin can be reached when seated on the toilet.
    • The height of the wash basin is 77cm.
    • The tap type is lever. It is a mixer tap.
    • The tap(s) can be reached when seated on the toilet.
    • The distance from the nearest tap(s) to the toilet seat is 58cm.
    • There is a soap dispenser.
    • The soap dispenser cannot be reached when seated on the toilet.
    • The height of the soap dispenser is 106cm.
    • There is a towel dispenser.
    • The towel dispenser cannot be reached when seated on the toilet.
    • The height of the towel dispenser is 106cm.
    • There is not a hand dryer.
  • Colour Contrast in the Accessible Toilet View
    • There is a colour contrast between the external door and wall.
    • There is a colour contrast between internal door and wall.
    • There is a colour contrast between the grab rail(s) on the right and wall.
    • There is a colour contrast between the grab rail(s) on the left and wall.
    • There is a colour contrast between the drop down rail and wall.
    • There is a colour contrast between the walls and floor.

Standard Toilet(s)

  • There is a/are standard female and male toilet(s) in the store.
  • Standard Female and Male Toilet(s) View
    • The female and male toilet(s) is/are located to the rear of the store as you enter the Menswear entrance.
    • There is step free access to all of the standard female and male toilet(s).
    • There is a clear accessible route to all of the standard female and male toilet(s).
    • There is not an ambulant cubicle, with a minimum manoeuvring space of 45cm x 45cm and handrails on both sides.

Additional Information

  • Staff undertake regular internal awareness training.
  • There is not a member of staff trained in British Sign Language.
  • There is a member of staff available to provide assistance.
  • There is not a home delivery service available from the store.

Sunflower Lanyard Scheme

  • This store is part of the Sunflower Lanyard Scheme.
  • The Sunflower Lanyard Scheme helps people with hidden disabilities which aren’t always obvious – such as autism, dementia and visual or hearing impairments.