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Shopmobility

Ariel Way, Shepherds Bush, London, W12 7GF

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Access Guide

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COVID-19 Information (Westfield London Covid-19 Information)

Guest Services Counter (Shopmobility and Kiddy Cars Desk)

  • Counter View
    • The counter is located in lift lobby 2, on level -2.
    • 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 114cm.
    • 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 90cm.
    • 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.
    • Shopmobility services, including the loan of manual and powered wheelchairs and mobility scooters; Kiddy car hire (chargeable), registration for the hands-free shopping service, cloakroom and bag storage, lost property, general information and centre maps.
    • 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.
  • Waiting Area View
    • There is a waiting area close to the counter.
    • Access to the waiting area is unobstructed.
    • The following types of seating can be found in this area; armchairs, sofas and chairs without armrests.
    • There is sufficient space for a wheelchair user to use the waiting area.
  • Comments View
    • All the accessible toilets in the centre are fitted with Radar key locks to ensure that they are reserved for people with disabilities who need them.
    • All members of security, cleaning and guest services staff carry Radar keys and will unlock toilets on request.
    • For convenience, guests are advised to bring their own Radar key if possible.
    • Information about how to obtain a key is available from local authorities or online from Disability Rights UK (https://www.disabilityrightsuk.org/shop/official-and-only-genuine-radar-key%20) and others.
    • Wheelchairs and motorised scooters can be booked by email or are available on the day to hire. Booking is advised at peak times - Thursday and Friday evenings and at weekends.
    • To rent a mobility vehicle, you will need proof of identification, which should be either a valid passport or two of the following: valid driver's licence, valid ID card, credit card, pension card or healthcare card.
    • You will also be asked to fill out a hire agreement form and leave a refundable £10 deposit.
    • Staff will help choose the most suitable vehicle and give training for first time users.
    • There are terminals to pre-book taxis in the lounge area.

Changing Places (Lift Lobby 2: Level -2)

  • Location and Access View
    • The facility is located in lift lobby 2: level -2, to the left of the guest services desk.
    • The facility is approximately 15m (16yd 1ft) from the the lifts in lift lobby 2.
    • There is level access to the facility, via lift.
    • The facility surveyed is for the sole use of disabled people.
    • The colour contrast between the external door and wall is good.
    • The colour contrast between the internal door and wall is good.
    • You do need a key for the facility.
    • The key is a radar key.
    • The key can be obtained from the guest services counter. Guests are requested to bring their own radar key if possible.
    • The door opens outwards.
    • The door(s) has a closer and maybe difficult for some to open.
    • The door is locked by a locking handle.
    • The door does not have a horizontal grab rail.
    • The width of the door is 88cm (2ft 11in).
    • The dimensions of the facility are 400cm x 310cm.
    • There is a clear 200cm x 180cm manoeuvring space in the facility.
    • The facility has not got a non-slip floor.
    • The colour contrast between the walls and floor is good.
  • Toilet Details View
    • The facility toilet is peninsular.
    • The transfer space on the right as you face the toilet is 200cm (6ft 7in).
    • The transfer space on the left as you face the toilet is 105cm (3ft 5in).
    • There is a/are dropdown rail(s) provided.
    • As you face the toilet the dropdown rail(s) is/are on the left.
    • The colour contrast between the dropdown rail(s) and wall is good.
    • As you face the toilet the vertical grab rail is on the left.
    • The colour contrast between the wall-mounted grab rails to the left of the toilet and wall is good.
    • The height of the toilet seat above floor level is 48cm (1ft 7in).
    • There is a lever flush.
    • There is a toilet roll holder.
    • The height of the toilet roll holder is 55cm.
    • The toilet has a backrest.
    • The toilet seat colour contrast is good.
    • There is an emergency alarm for the toilet.
    • The emergency pull cord alarm is within reach and fully functional.
  • Changing Bench and Hoist Details View
    • The facility changing bench is free standing.
    • The facility changing bench height is adjustable.
    • The length of the facility changing bench is 168cm (5ft 6in).
    • The facility hoist is powered overhead.
    • The overhead hoist covers all areas in the cubicle.
  • Shower Details View
    • There is not a shower unit with a detachable shower head.
  • Other Facilities View
    • A privacy screen is not available.
    • The type of wash basin is fixed.
    • The height of the wash basin is 72cm.
    • The wash basin tap type is lever.
    • There is a mixer tap.
    • Wall mounted grab rails are available at the wash basin.
    • As you face the wash basin, the wall mounted grab rails are on both sides.
    • The colour contrast between the wash basin grab rail(s) and wall is good.
    • There is a soap dispenser.
    • The height of the soap dispenser is 100cm.
    • Wide tear off paper roll is not available.
    • There is not a hand dryer.
    • There is a towel dispenser.
    • The towel dispenser is at the recommended height of 80cm-100cm.
    • There is a mirror.
    • The mirror is placed at a lower level or at an angle for ease of use.
    • There is a/are female sanitary and open waste paper bin disposal units.
    • There is not an emergency alarm for the facility.
    • There is not a coat hook.
    • There is not a flashing fire alarm beacon within the toilet.
    • The lighting levels are good.
  • Comments View
    • Guests will need to provide their own slings to use with the hoist.

Accessible Toilet(s) (Lift Lobby 2: Level -2)

  • There is an/are accessible toilet(s) for public use.
  • Location and Access View
    • This accessible toilet is located on lift lobby 2, level -2, to the left of the Guest Services desk.
    • This accessible toilet is approximately 15m (16yd 1ft) from the lift lobby 2 lifts.
    • There is step-free access to the accessible toilet, via lift.
  • Features and Dimensions View
    • This is a shared toilet.
    • A key is required for the accessible toilet.
    • The key is a radar key.
    • The key can be obtained from a member of staff. Guests are requested to bring their own radar key if possible.
    • There is tactile and pictorial signage on or near the toilet door.
    • The door opens outwards.
    • The door has a closer and maybe difficult for some to open.
    • The door is locked by a lever twist.
    • The width of the accessible toilet door is 90cm (2ft 11in).
    • The door does not have a horizontal grab rail.
    • The dimensions of the accessible toilet are 150cm x 205cm (4ft 11in x 6ft 9in).
    • The accessible toilet does not have an unobstructed minimum turning space of 150cm x 150cm.
    • The toilet has not got a non-slip floor.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the left.
    • The lateral transfer space is 75cm (2ft 6in).
    • There is a flush, however it is not on the transfer side.
    • There is not a spatula type lever flush.
    • There is a dropdown rail on the transfer side.
    • There is an emergency alarm.
    • The emergency pull cord alarm was out of reach (higher than 10cm (4") from floor) when surveyed.
    • There is a flashing fire alarm beacon within the toilet.
    • Disposal facilities are available in the toilet.
    • There is a/are female sanitary and open waste paper bin disposal units.
    • There is not a/are not coat hook(s).
  • 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 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 backrest.
    • The height of the toilet seat above floor level is 48cm (1ft 7in).
    • 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).
    • There is a wash basin.
    • The wash basin 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 72cm (2ft 4in).
    • 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 a soap dispenser.
    • The soap dispenser can be reached from seated on the toilet.
    • The height of the soap dispenser is 100cm.
    • There is a towel dispenser.
    • The towel dispenser can be reached from seated on the toilet.
    • The towel dispenser is not placed higher than 100cm (3ft 3in).
    • The height of the towel dispenser is 100cm (3ft 3in).
    • There is not a hand dryer.
  • 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 poor.
    • The contrast between the wall-mounted grab rail(s) to the left of the toilet and wall is poor.
    • The contrast between the wall-mounted grab rail(s) to the right of the toilet and wall is good.
    • The contrast between the wash basin wall-mounted grab rail(s) and wall is good.
    • The toilet seat colour contrast is good.
    • The contrast between the walls and floor is poor.
    • The lighting levels are good.