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Second Floor

Montfichet Road, Olympic Park, London, E20 1EJ

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Access Guide

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Getting Here

Getting Help and Assistance

  • There is a Hands-Free Shopping service.
  • For more information about the Hands-Free Shopping service please visit one of the Guest Services desks located on the lower ground floor.
  • There is not a member of staff trained in British Sign Language. Please phone the venue in advance for more information.
  • Guest Services Associates do receive training in escorting visually impaired people.
  • The Guest Services staff are happy to assist visually-impaired customers during their visit to Westfield Stratford City – all you need to do is pre-book an appointment prior to your arrival and a member of the team will be happy to assist you from the desk near M&S and Starbucks on the lower ground floor.
    Please note, if you haven’t pre-booked they may not be able to offer you this service on the day.
    To book, call the desk on 020 8221 7359.
    Upon your visit, a member of staff will accompany you to your chosen destination within Westfield and leave you in the capable hands of a customer assistant at the store of your choice, before picking you up from there once you've finished shopping.
    Appointments are available:
    Monday to Saturday 10.00-19.00.
    Sunday 11.00-17.00.
  • There is not an assistance dog toilet or toileting area at the venue/nearby.
  • There is not a designated place of safety which can be used by people with dementia, autism or learning disabilities.
  • The venue offers a quiet shopping experience.
  • For those with Autism and Dementia, or those who like to shop in a quieter setting, you might like to visit Westfield Stratford City at the below times when all mall music will be turned off.
    Monday 10.00-11.00
    Tuesday 10.00-11.00
    Wednesday 10.00-11.00
    Thursday 10.00-11.00
    Friday 10.00-11.00
    Saturday 09.00-10.00
    Sunday 12.00-13.00
    John Lewis & Partners also operate daily quiet hours from 10.00-11.00 Monday-Saturday.
  • Water bowls for assistance dogs are available.
  • There are mobility aids available.
  • The mobility aids available include wheelchairs and mobility scooters.
  • To obtain mobility aids please contact Shopmobility.
  • To help support guests visits, Westfield offers sensory packs that have been selected with key sensory items to offer children and adults a broad range of sensory opportunities and therapeutic benefits.
    The pack has been designed to support people living with a wide range of disabilities who are likely to benefit from sensory resources to make their shopping experience more enjoyable.
    The sensory packs contain items such as ear defenders and sunglasses to help with noise and light sensitivity, fiddle toys to keep hands busy and relieve stress and feeling fans to express how you are feeling.
    The sensory packs can be hired at our Guest Services desks next to Starbucks or Costa on the lower ground floor.


Lift (Car Park B)

  • There is a lift for public use.
  • There are 2 other lifts 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 P1/Lower Ground Floor, P2, Ground Floor, First Floor and Second Floor.
  • 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 low.
  • The colour contrast between the external lift control plate and the wall is low.
  • The clear door width is 120cm (3ft 11in).
  • The dimensions of the lift are 180cm x 220cm (5ft 11in x 7ft 3in).
  • There are separate entry and exit doors in the lift.
  • There is 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 not have tactile markings.
  • The lighting levels in the lift are good.

Escalator(s) (First Floor to Second Floor)

  • Escalator(s) View
    • Wayfinding signage is provided for escalators.
    • The escalators go both up and down.
    • The floors which are accessible by escalator(s) are First Floor and Second Floor.
    • The escalator(s) steps are clearly marked.
    • The foot and head of the escalator(s) are not clearly marked.
    • The lighting levels at the escalator(s) are good.
    • The other escalator area(s) is/are very similar/identical.

Shopping Centre Internal Area(s)

  • Wayfinding View
    • 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.
  • Circulation View
    • The type of flooring in this area is tiles and marble tiles.
    • There is 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; armchairs, sofas and chairs with armrests.
    • There is high 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.
  • Access View
    • There is step free access in this area.

Guest Services Counters

Toilet Facilities

  • There are no shopping centre toilet facilities on the Second Floor.
  • The restaurants and cinema on the Second Floor may have their own toilet facilities, so please contact the individual unit for more information.
  • The shopping centre toilet facilities are located on the Lower Ground Floor, Ground Floor and First Floor.
  • The changing places facilities are located on the Ground Floor and First Floor.

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