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Stadium Store and Café

West Ham United Football Club - London Stadium, Queen Elizabeth Olympic Park, London, E20 2ST

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Access Guide

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Contact Details

Getting Help and Assistance

  • There is a member of staff available for help and assistance.
  • Club staff receive disability awareness/equality training.
  • Stewards receive disability awareness/equality training.
  • Hospitality staff receive disability awareness/equality training.
  • Car parking attendants do receive disability awareness/equality training.
  • Car park attendants and Access Support Stewards receive deaf awareness training.
  • There is not a member of staff trained in British Sign Language.
  • British Sign Language interpreters can be provided on request.
  • There is an assistance dog toilet or toileting area at the stadium/near by.
  • The assistance dog toilet or toileting area is located on Bridge 4, opposite Accessible Entrance D.
  • Water bowls for assistance dogs are available.
  • There are mobility aids available.
  • The mobility aids available include wheelchairs.
  • To obtain mobility aids please contact the DSA Stewards.

Getting Here

Outer Concourse

Car Parking and Drop Off

Opening Times

  • Monday 09:30 - 17:00.
  • Tuesday 09:30 - 17:00.
  • Wednesday 09:30 - 17:00.
  • Thursday 09:30 - 17:00.
  • Friday 09:30 - 17:00.
  • Saturday 09:00 - 17:00.
  • Sunday 11:00 - 17:00.
  • Comments View
    • On matchdays the store opens at 09:00 until kick-off, then re-opens after the match.

Outside Access (Stadium Store and Café Main Entrance - Podium Level)

  • Entrance View
    • This information is for the entrance located on the Podium Level, next to Entrance F.
    • 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.
    • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
    • The main door(s) open(s) automatically.
    • The main automatic door(s) is/are push pad or push button activated.
    • The push pad or push button is 70cm from floor level.
    • The door(s) is/are double width.
    • The width of the door opening is 185cm.
    • There is a small lip on the threshold of the entrance, with a height of 2cm or below.
    • There are security barriers at this entrance.
    • The minimum width between the security barriers is 170cm.
  • Ramp/Slope View
    • There is a slope with a very easy incline.
  • Comments View
    • There are two manual sets of doors located to the left of the automatic doors as you face them. These doors are only used on matchdays, one as an exit.

Outside Access (Stadium Store and Café Entrance - Lower Level (Matchdays Only))

  • Entrance View
    • This information is for the entrance located on the Lower Level, by the shuttle bus drop-off point.
    • The entrance area/door is clearly signed.
    • There is step-free access at this entrance.
    • There is not a canopy or recess which provides weather protection at this entrance.
    • The entrance door(s) does not/do not contrast visually with its immediate surroundings.
    • The main door(s) open(s) automatically (towards you).
    • The main automatic door(s) is/are push pad or push button activated.
    • The push pad or push button is 70cm from floor level.
    • The door(s) is/are double width.
    • The width of the door opening is 216cm.
    • There are security barriers at this entrance.
    • The minimum width between the security barriers is 170cm.
  • Ramp/Slope View
    • There is a slope with a very easy incline.

Shop

  • Inside Access View
    • There is step-free access throughout the aisles.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • The flooring throughout the aisles is tiles.
    • There is some flooring in aisles with a very shiny finish which could cause issues with glare or be perceived as slippery.
    • There is good colour contrast between the walls and floor in the majority of areas.
    • Background music is played.
    • The lighting levels are good.
  • Till(s)/Counter(s) View
    • There is/are 4 till(s)/counter(s) available.
    • There is a/are payment counter(s) and shirt printing counter(s) available.
    • The till(s)/counter(s) is/are clearly signed.
    • There is step-free access to the till(s)/counter(s).
    • There is a clear accessible route to the till(s)/counter(s).
    • The nearest till(s)/counter(s) is/are approximately 33m from the main entrance.
    • 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.
    • The height of the till(s)/counter(s) is/are medium height (77cm - 109cm).
    • There is not a low section at the till(s)/counter(s) with a height of 76cm or below.
    • There is not a hearing assistance system at the till(s)/counter(s).
  • Standard Fitting Room(s) View
    • There is/are 1 standard fitting room(s).
    • 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 not a chair/stool/changing bench in the standard fitting room(s).
    • The dimensions of the standard fitting room are 164cm x 173cm.

Other Floors (Stadium Store and Café)

  • Stairs View
    • Stairs can be used to access other floors.
    • The stairs are for public use.
    • The stairs are located in the centre of the building.
    • The stairs are approximately 23m from the main entrance.
    • Signs indicating the location of the stairs are not available from the entrance.
    • The floors which are accessible by stairs are Podium Level - Lower Level.
    • There are 15+ steps between floors.
    • The height of the step(s) is/are 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 at the recommended height (90cm-100cm).
    • Handrails do cover the flight of stairs throughout its length.
    • Handrails are not 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 (Stadium Store and Café)

  • There is a lift for public use.
  • The lift is located to the left as you enter the main entrance.
  • Signs indicating the location of the lift are not available from the entrance.
  • The lift is approximately 7m (7yd 1ft) from the main entrance.
  • 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 Podium Level - Lower level.
  • 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 150cm (4ft 11in).
  • The dimensions of the lift are 179cm x 270cm (5ft 10in x 8ft 10in).
  • 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 not a hearing loop system.
  • The lift does not have Braille markings.
  • The lift does have tactile markings.
  • The lighting levels in the lift are good.

Counter (Lower Level Pay and Collection Counter)

  • Counter View
    • The counter is located directly to the right as you exit the lift, on the Lower Level.
    • The counter is approximately 7m (7yd 1ft) from the lift.
    • Clear signage for the counter is not visible from the lift.
    • There is step-free access to the counter.
    • 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 not placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is medium height (77cm - 109cm).
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is not a hearing assistance system at the counter.
    • The type of flooring in this area is tiles.

Counter (Shirt Printing Counter)

  • Counter View
    • The counter is located to the right as you exit the lift, on the Lower Level.
    • The counter is approximately 15m (16yd 1ft) from the lift.
    • Clear signage for the counter is not visible from the lift.
    • There is step-free access to the counter.
    • 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 not placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is medium height (77cm - 109cm).
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • There is not a hearing assistance system at the counter.
    • The hearing assistance system is not signed.
    • The type of flooring in this area is tiles.

Counter (Personalisation Zone)

  • Counter View
    • The counter is located opposite the lift to the right of the café counter, on the Lower Level.
    • The counter is approximately 17m (18yd 1ft) from the lift.
    • The counter is clearly visible from the lift.
    • There is step-free access to the counter.
    • 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 not placed in front of a background which is patterned.
    • The lighting levels at the counter are good.
    • The height of the counter is medium height (77cm - 109cm).
    • There is sufficient space to write or sign documents on the counter.
    • There is not a lowered section of the counter.
    • The counter is staffed.
    • There is not a hearing assistance system at the counter.
    • The touch screen is not at a suitable height for a wheelchair user.
    • There is a touch screen.
    • The type of flooring in this area is tiles.
  • Comments View
    • This counter is also where the Stadium Tour ends, to pick up certificates.

Eating and Drinking (Stadium Store Café)

  • The following information is for the café.
  • The café is located on the Lower Level, opposite the lift.
  • There is step-free access, via lift, to the café.
  • Full table service is not available.
  • Food and/or drinks can be ordered from the service counter.
  • Food and/or drinks are ordered from the service counter.
  • Food and/or drinks can be brought to the table.
  • The height of the service counter is medium height (77cm - 109cm).
  • There is a lowered section of the counter.
  • The lowered section of the counter is at the recommended height of 76cm.
  • There is a clear knee recess beneath the lowered section of the counter.
  • The clear knee recess does not have the recommended dimensions of 70cm (height) x 50cm (depth).
  • There is not a hearing assistance system.
  • There is step-free access within the café.
  • There is ample room for a wheelchair user to manoeuvre.
  • This area does play background music.
  • The type of flooring in this area is tiles and stone.
  • Some tables are permanently fixed.
  • Some chairs are permanently fixed.
  • Some chairs have armrests on both sides.
  • The nearest table is approximately 3m from the entrance/opening.
  • The nearest table is approximately 3m from the till/counter.
  • The distance between the floor and the lowest table is 65cm.
  • The distance between the floor and the highest table is 73cm.
  • Plastic/takeaway cups are available.
  • Plastic/takeaway cutlery is available.
  • Drinking straws are available.
  • There are wall menus available.
  • Menus are not available in Braille.
  • Menus are not available in large print.
  • Picture menus are not available.
  • Menus are clearly written.
  • Menus are presented in contrasting colours.
  • The type of food served here is sandwiches and hot and cold snacks.
  • The lighting levels are good.
  • Opening Times View
    • Monday 09:30 - 16:30.
    • Tuesday 09:30 - 16:30.
    • Wednesday 09:30 - 16:30.
    • Thursday 09:30 - 16:30.
    • Friday 09:30 - 16:30.
    • Saturday 09:00 - 16:30.
    • Sunday 11:00 - 16:30.

Accessible Toilet(s) (Stadium Store and Café - Lower Level)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • The accessible toilet surveyed is not for the sole use of disabled people.
    • This accessible toilet is located in the far right corner from lift on the Lower Level, past the Personalisation Zone.
    • This accessible toilet is approximately 22m (24yd 2in) from the lift.
    • There is step-free access to the accessible toilet.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is not required for the accessible toilet.
    • There is pictorial signage on or near the toilet door.
    • The door opens outwards.
    • The door is heavy.
    • The door is locked by a twist lock.
    • The width of the accessible toilet door is 87cm (2ft 10in).
    • The door has a horizontal grab rail.
    • The dimensions of the accessible toilet are 179cm x 237cm (5ft 10in x 7ft 9in).
    • The accessible toilet does have an unobstructed minimum turning space of 150cm x 150cm.
    • The toilet has a non-slip floor.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the right.
    • The lateral transfer space is 105cm (3ft 5in).
    • There is a flush on the transfer side.
    • There is a spatula type lever flush.
    • There is a dropdown rail on the transfer side.
    • There is an emergency alarm.
    • The emergency pull cord alarm is not fully functional.
    • The emergency pull cord alarm was out of reach (higher than 10cm (4") from floor) when surveyed.
    • There is not a flashing fire alarm beacon within the toilet.
    • Disposal facilities are available in the toilet.
    • There is a/are female sanitary and general domestic waste disposal units.
    • There is a/are coat hook(s).
    • The height of the coat hook is 172cm from the floor.
  • Position of Fixtures View
    • 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.
    • There is a mirror.
    • The mirror is not placed at a lower level or at an angle for ease of use.
    • There is not a shelf next to the toilet.
    • The toilet has a cistern.
    • The height of the toilet seat above floor level is 48cm (1ft 7in).
    • There is a toilet roll holder.
    • The toilet roll holder cannot 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 can be reached from seated on the toilet.
    • The wash basin is placed higher than 74cm (2ft 5in).
    • The height of the wash basin is 79cm (2ft 7in).
    • There are vertical wall-mounted grab rails on both sides of the wash basin.
    • The wash basin tap type is lever.
    • There is a mixer tap.
    • Taps have clear markings to indicate hot and cold settings.
    • There is not a soap dispenser.
    • There is not a towel dispenser.
    • 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).
  • 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 dropdown rail(s) and wall is good.
    • The contrast between the wall-mounted grab rail(s) and wall is good.
    • The toilet seat colour contrast is good.
    • The contrast between the walls and floor is good.
    • The lighting levels are good.

Standard Toilet(s) (Stadium Store and Café - Lower Level)

  • Standard toilet facilities are available.
  • Access to Standard Shared Toilet(s) View
    • The shared toilets that were surveyed are located in the far right corner from the lift on the Lower Level, past the Personalisation Zone.
    • The shared toilet(s) is/are approximately 22m (24yd 2in) from the lift.
    • There is step-free access to the shared toilet(s).
    • There is pictorial signage on or near the toilet door.
    • An ambulant toilet with wall-mounted grab rails is not available.
    • There is not a flashing fire alarm beacon within the toilet(s).
    • Lighting levels are good.

Exit (Matchdays Only)

  • Exit View
    • This information is for the exit located past the payment counters on the Podium Level.
    • The exit area/door is clearly signed internally.
    • The exit is step-free.
    • There is a canopy or recess which provides weather protection at this exit.
    • The exit door(s) does/do contrast visually with its immediate surroundings.
    • The door(s) open(s) towards you (pull).
    • The door(s) is/are double width.
    • The door(s) is/are heavy.
    • The width of the door opening is 165cm.
    • There are security barriers at this exit.
    • The minimum width between the security barriers is 164cm.
    • There is a member of staff available for assistance at this exit.
  • Comments View
    • On non matchdays, the automatic door at the entrance is used to exit the store.