Destination Access Audit of the Royal Borough of Windsor and by nyut545e2

VIEWS: 14 PAGES: 197

									Destination Access Audit of the
Royal Borough of
Windsor and Maidenhead




                       Report prepared by
              Parker Knight Associates Ltd
                            19 March 2008
Destination Access Audit Report                                         2



Contents


Executive Summary
Contributors
Acknowledgements
Summary Key points
1.0      Introduction
         1.1       Background
         1.2       Project area
         1.3       Project Aims and Objectives
         1.4       Legislative framework
         1.5       National Accessible Scheme for Guest Accommodation


2.0      Information regarding the project area
         2.1       Transport – Trains
         2.2       Transport – Parking
         2.3       Transport – Buses
         2.4       Transport – Taxis
         2.5       Transport – River
         2.6       Transport – Park and Ride
         2.7       Shopmobility
         2.8       People to Places
         2.9       RBWM Advantage card
         2.10      Dorney Lake
         2.11      Accommodation
         2.12      Access Advisory Forum
         2.13      Access Officer


3.0      Overview of Methodology
         3.1       Journey Cycle
         3.2       Methodology




Parker Knight Associates Ltd
Destination Access Audit Report                               3


4.0      Information Analysis
         4.1       Introduction
         4.2       Desktop Analysis
         4.3       Sector Audit Results
                   4.3.1 Transport
                   4.3.2 Accommodation
                   4.3.3 Visitor Attractions and leisure
                   4.3.4 Retail and Eating Out
         4.4       Questionnaire
                   4.4.1 Introduction
                   4.4.2 Aims of Questionnaire
                   4.4.3 No: completed
                   4.4.4 Summary of responses


5.0      Site Visits
         5.1       Introduction
         5.2       Maidenhead
                   5.2.1 Pre-visit Information
                   5.2.2 Trains
                   5.2.3 Car Parking
                   5.2.4 Bicycles
                   5.2.5 Bus
                   5.2.6 Taxis
                   5.2.7 Park and Ride
                   5.2.8 Shopmobility
                   5.2.9 General Circulation and Wayfinding
                   5.2.10 Retail and Eating Out
                   5.2.11 Public Conveniences
         5.3       Windsor and Eton
                   5.3.1 Pre-visit Information
                   5.3.2 Trains – Central station
                   5.3.3 Trains – Riverside Station
                   5.3.4 Parking



Parker Knight Associates Ltd
Destination Access Audit Report                                                   4


                   5.3.5 Taxis
                   5.3.6 Bus
                   5.3.7 Coach Park
                   5.3.8 Park and Ride
                   5.3.9 Shopmobility
                   5.3.10 General Circulation and Wayfinding
                   5.3.11 Retail and Eating Out
                   5.3.12 Public Conveniences
         5.4       Dorney lake
                   5.4.1 Pre-visit Information
                   5.4.2 Transport
                   5.4.3 Access to facilities
                   5.4.4 Points to consider for event facilities at Dorney lake
         5.5       Taplow Station
         5.6       Slough
                   5.6.1 Pre-visit Information
                   5.6.2 Trains
                   5.6.3 Car Parks
                   5.6.4 Bicycles
                   5.6.5 Bus
                   5.6.6 Taxi
                   5.6.7 Park and Ride
                   5.6.8 Shopmobility
                   5.6.9 General Circulation and Wayfinding
                   5.6.10 Retail and Eating Out
                   5.6.11 Public Conveniences
         5.7       Site visit sample
                   5.7.1 Alexandra Gardens
                   5.7.2 Thames Path – Windsor
                   5.7.3 Tourist Information centre – Windsor
                   5.7.4 Cliveden
                   5.7.5 Savill Gardens Visitor centre
                   5.7.6 Theatre Royal Windsor
                   5.7.7 Windsor Farm Shop


Parker Knight Associates Ltd
Destination Access Audit Report                                             5


                   5.7.8 Windsor Arts Centre
                   5.7.9 Windsor Race Course
                   5.7.10 Guest Accommodation
                   5.7.11 Experiential journeys to Windsor and Maidenhead


6.0      Plan appraisal of proposed development of Maidenhead
         Station


7.0      Prioritised list of recommendations


Appendix
Copy of questionnaire
References




This material can be provided in an alternative format such
as large print, tape, or disk upon request to Parker Knight
Associates Ltd. Contact details: 01635 255225.




Parker Knight Associates Ltd
Destination Access Audit Report                                                     6



Executive Summary
A positive visitor experience, for all people is an essential component for an
established tourist area to provide. With the forthcoming 2012 Olympics and
Paralympics to be staged in both London and at Dorney Lake there is a great
opportunity for the Royal Borough of Windsor and Maidenhead to maximise
the economic and social potential of this key asset by ensuring that both the
facilities and surrounding environments are easy to use and accessible to all.
The commissioning of this destination audit is considered an essential
decision-making tool in ensuring that a positive visitor experience can been
achieved.


There have been significant advances in the last ten years in relation to levels
of accessibility and facilities. However this study has shown that, although
there have been improvements there are still a number of areas where
changes need to be made to improve the experience. The changes identified
do not always relate to the physical environment but often to how the service
provision is managed and delivered. A better understanding of the needs of
the disabled visitor is required as there still exists a perception of a disabled
person, as a wheelchair user, although the range of impairments that need to
be considered are far more extensive. Many of the recommendations made
will benefit not only disabled people but also other visitors to the area.


Information provision is key in enabling people to make an informed choice
when planning their journey or visit. From the experiential journeys made, all
the links in the journey need to be accessible from the infrastructure to the
service delivery in order to provide the visitor with a confident experience.
This study has highlighted that across all sectors but particularly guest
accommodation there is a lack of information in relation to facilities available.
In addition, the information is not always available in an accessible format.
Comparison between the information analysis and sample sites has identified
that facilities exist that would benefit the disabled visitor but were not included
in any information provision.




Parker Knight Associates Ltd
Destination Access Audit Report                      7



Contributors
Human Engineering Ltd



Acknowledgements
Access Advisory Panel members (RBWM)
Chairperson Access Advisory Panel Jim Sloan
Vice Chair Access Advisory Panel Tim Clare
Access Officer (RBWM) Lynne Penn
Amateur Rowing Association
Berkshire County Blind Society
Bridge Cottage Guest House
Courtney Coaches
Cliveden
Disability and Sensory Partnership Board
Dorney Lake (Eton College Ivan Lord)
First Group
Holiday Inn Maidenhead
Oakley Court Hotel
People to Places
Royal Borough Windsor and Maidenhead Council staff
Residents of RBWM
Theatre Royal Windsor
The Castle Hotel Windsor
The Christopher High Street Eton
Travelodge Windsor Central
Visitor Manager (RBWM) Julia White
Visit Britain Kirstie Monk
Windsor & Maidenhead Users Network (W&MU)
Windsor Town Centre Manager
Windsor Tourist Information Centre
Windsor Arts Centre




Parker Knight Associates Ltd
Destination Access Audit Report                                                    8



Summary
Key points
This study has highlighted a number of areas where improvements must be
made to improve the Visitor experience in the RBWM. Organisations
operating within the RBWM need to address the recommendations contained
within this report to ensure it maximises the opportunities as an Olympic,
Paralympic and Visitor destination offering a positive experience for everyone.
Please see the schedule of recommendations for further detail.


To summarise the six key areas identified were:


1. Provision of Information
Information is extremely important in our everyday lives, it helps us make
choices and live independently, however the provision of good accurate and
timely information cannot be over emphasised particularly for the disabled
traveller. Information comes in many forms, for example in leaflets or
brochures, via the Internet or as signage. It is important that all providers of
information ensure that good information is provided in both an accessible
and consistent format across all sources. The Disability Discrimination Act
1995 (DDA) states that a disabled person should not be treated less
favourably than other people when accessing a service. This duty extends to
a website which falls within the definition of service provision. The provision of
information in an alternative format is considered an auxiliary aid, which the
service provider should provide and publicise.


The study highlighted that there is a significant lack of appropriate pre-visit
information available across all sectors (transport provision, guest
accommodation, visitor attractions, retail and eating out), which will enable
people to plan their visit to the RBWM. Of all the information reviewed the
visitor attraction and transport sector were assessed as generally providing
the best level of information but within these sectors there was evidence of
incorrect information and a need for improvements to be made. From the
different sources reviewed, information via the telephone was considered the



Parker Knight Associates Ltd
Destination Access Audit Report                                                    9


highest rated with most calls considered helpful, however for some people
accessing information via the telephone can present as a barrier.


When information was provided, the vast majority did not present it in an
accessible format or there were inconsistencies between different sources.
From the questionnaire carried out seventy five percent of people used the
Internet to obtain information with over fifty per cent of people using two or
more sources therefore highlighting the need for all sources to be accessible.


Of the information provided, when carrying out site visits to assess perceived
against actual, there were examples where the information provided was
incorrect. Other site visits identified disabled facilities, which were not included
on pre-visit information.


The current access guide for the area was considered out of date and
therefore there was very limited information regarding the facilities available
within each town centre. For example, a number of restaurants contacted had
no accessible toilet provision or toilets were located on the first floor accessed
via steps. If the visitor has good up to date information it will enable them to
make an informed choice as to where to stay, shop, visit or eat.


Within historic Windsor the landscape of the town produces a number of
barriers that may affect people who find coping with steep gradients
problematic. Whilst it would be virtually impossible to overcome these
barriers, if people are provided with good information as to an alternative
accessible route their experience can be improved.


Information available on arrival at the destination is just as important as pre-
visit. Clearly, there is some wayfinding information available within the town
centres but there is scope for significant improvements to be made in the
provision of a good wayfinding strategy. Within the existing signage there is
no tactile provision or use of pictograms. Give that a high number of people
visiting the area will not use English as their first language the use of
pictograms will also assist their wayfinding as well as help people with


Parker Knight Associates Ltd
Destination Access Audit Report                                                     10


sensory and cognitive impairments. Signage to key facilities for example toilet
facilities and Information Centres need to be improved.


2. Awareness of the DDA Legislative framework
Although there have been significant improvements made in relation to levels
of accessibility since the introduction of the DDA legislation, there are still a
number of service providers within the town centre areas where people may
face a physical barrier in trying to access a service. It is accepted that some of
the areas visited within RBWM are within an historic environment and
therefore the changing of a physical feature may not be possible. However,
there were examples of where barriers had been overcome and
improvements made. Service providers require greater awareness of the
legislative framework in relation to their service delivery in particular the
smaller independent provider to assist overcoming potential barriers.


There is a strong business case for organisations to improve access to
services as it is estimated that disabled people have in excess of £50 billion
spending potential per year within the UK (DRC 2005). This provides a
significant business opportunity. Making access improvements to a business
has the potential to not only increase the customer base but ultimately profits.
Adjustments made can benefit all customers providing an inclusive approach.
For example the provision of an automatic entrance door to a shop not only
assists people using mobility aids but people with shopping bags or people
pushing pushchairs. Every opportunity should be used to increase levels of
accessibility; one way this could be achieved is through the planning
framework.


Service providers need to be aware that creating acceptable access is a
balance between the removal of physical obstacles and the way the service is
managed. There were examples where accessible facilities had been
provided but the way the service was managed created a barrier. For
example, an accessible toilet within a restaurant, the transfer area to the side
of the toilet pan was used to display a plant and store cleaning materials
restricting the circulation space significantly. Another example was the


Parker Knight Associates Ltd
Destination Access Audit Report                                                  11


positioning of ‘A’ boards immediately outside the principal entrance of a shop,
or the congestion of shopping aisles with sale goods etc.


3. General awareness of need
When considering a disabled persons needs, evidence from the study
suggests that although progress has been made in relation to understanding
needs there is still a perception that a disabled person is a wheelchair user.
Greater understanding is required of the range of impairments that are
covered by the DDA and how service provision across the different sectors
can be delivered to meet those needs and prevent discrimination occurring. A
confident and understanding approach by staff can provide a positive
customer experience.


To assist in this process and promote user needs within the context of the
legislative framework, consideration should be given to support on going
disability awareness training across all sectors. There is evidence that many
of the larger corporate organisations already include disability awareness
training as part of customer care while smaller organisations may benefit from
training opportunities. This type of project will require partnership working with
the local Chamber of Trade, Town Centre management, User organisations
(for example Access Advisory Panel) and RWBM.


4. Guest Accommodation
Overall there was extremely limited information available in relation to
disabled facilities with only one hotel (Holiday Inn Maidenhead) in the whole
RBWM area demonstrating nationally recognised levels of accessibility.
Urgent action is required to increase the numbers of establishments reaching
these recognised access standards. With 2.7 million people having an
impairment travelling on a regular basis (Visit Britain 2007) it makes good
business sense to maximise potential revenue.


Within the RBWM ‘Stay’ guide a number of providers were identified as
having disabled facilities however this is based on a self-assessment. From
the sample site visits of guest accommodation carried out there was a wide


Parker Knight Associates Ltd
Destination Access Audit Report                                                  12


range in relation to levels of accessibility with the facilities not always meeting
current design guidance. Also there was evidence of guest accommodation
being accessible but other facilities within the site were inaccessible for
example restaurant or leisure suite.


To ensure accurate detailed information is provided it is preferable not to be
dependent on self-assessment process. It is recommended that there should
be a more formal assessment process in relation to levels of accessibility. The
information provided should cover all impairments reflecting the National
Access Scheme categories (Visit Britain).


Within the RBWM area there were no guest accommodation providers
identified providing a fixed overhead-tracking hoist. Further work is required to
determine the potential need for this type of facility and consideration should
be given as to whether this facility could be funded via a planning section 106
agreement when any new hotel development is considered. In general guest
accommodation providers were unsure of how to rent equipment that guests
may require for example hoist, shower chair or wheelchair.


5. Transport and Infrastructure
Transport providers need to ensure that they offer a seamless accessible
service between different modes of transport ensuring a journey is achievable
by all.


Within the project area there are a range of public transport provisions
available which offer a reasonable level of access with significant plans to
further improve access in relation to rail travel with Slough and Maidenhead
Railway Station undergoing re-development.


It is important that for the level of access to be maximised requires both the
public service vehicle and infrastructure to be accessible. Whilst the bus
operators are providing a high percentage of accessible vehicles, of the bus
stops assessed, none had the appropriate bus boarders to provide access
onto the bus for wheelchair users. Appropriate bus boarders can negate the


Parker Knight Associates Ltd
Destination Access Audit Report                                                   13


deployment of the bus ramp therefore improving access and reducing time
spent accessing the bus for some users. In relation to rail travel a number of
concerns were identified within the station environment for example on some
of the rail platforms there was a lack of tactile indication to assist visually
impaired users to define the edge of the platform, this is important given that
some of the stations are not always manned.


Transport provision is not just about the provision of an accessible vehicle or
infrastructure but also about the management of a service. With some of the
key transport hubs within the area the level of access was affected by current
management practices. For example the accessible entrance is only available
at Windsor and Eton Riverside Station when the ticket office is open. This
creates a barrier to people wishing to use the station in the late evening. The
current managed solution for a person arriving in the evening is to travel to
Staines and then use an accessible taxi to complete the remainder of the
journey with the taxi fare being paid by the train operator. This is not an
optimal solution given that an accessible entrance already exists.


The provision of a good public transport service is also dependent on staff
training and their general awareness. From the experiential journeys made
with members from the local Access Advisory Panel the study highlighted the
need for more training. For example when using an accessible taxi at
Maidenhead, the driver was unsure how to use the ramp on his vehicle.


A major issue highlighted for both visitors and residents when visiting town
centre areas was the poor provision of parking facilities particularly the
number of designated disabled parking bays which are well below current
design guidance and needs to be reviewed. It is recommended that the
designated disabled parking provision should be reviewed in the context of
how useful the provision will be in relation to accessing facilities within the
immediate locality of the parking area.


In relation to 2012 and access to Dorney Lake it is essential that there is
accessible, well planned public transport providing services to and from the


Parker Knight Associates Ltd
Destination Access Audit Report                                                   14


site given the issues raised following the World Championships in 2006.
Taplow has a small railway station, which is located closest to the Lake; it has
vehicular and pedestrian access both sides but very limited facilities within the
station. The current use and platform arrangement only has one platform fully
accessible. To cope with the estimated visitor numbers arriving during both
the Olympics and Paralympics, significant planning is required to ensure there
is adequate provision. It should not be assumed that disabled people
attending the event would be blue badge holders and arrive at the site via a
motor vehicle.


6. Pedestrian Environment and Public facilities
Whilst an individual building or a mode of transport can be viewed as
accessible it is essential that the pedestrian environment linking up the
journey offer a good level of access.


Within the town centres there were a number of areas where the infrastructure
did not reflect current design guidance. For example tactile paving layouts and
crossing timings at controlled crossings, provision of tactile indication where
there are changes of levels in key circulation routes. In addition there were
areas where pavement surfaces were considered poor and were identified as
potential trip hazards. The management of the pedestrian environment in
some areas appeared poor with an often cluttered environment, including a
number of potential hazards. Examples include a range of ‘A’ boards,
litterbins and planters that can form a significant barrier to pedestrians. The
proliferation of bollards around the town centre areas in an attempt to prevent
pavement parking and address security issues may in itself create significant
barriers, particularly to visually impaired visitors. The majority of bollards were
of a suitable height but did not always provide a contrasting band to improve
visibility as per current guidance.


Access to a good level of accessible WC facilities is particularly important for
people with a range of impairments. It should be noted that wheelchair users
do not exclusively use this type of facility. For example some blind and
partially sighted people will always use an accessible WC. They find it easy to


Parker Knight Associates Ltd
Destination Access Audit Report                                                      15


use as it generally has a standard layout and allows easy access to both the
toilet and wash hand basin facilities.


There are a number of public accessible WC facilities located within the town
centre areas, however the majority of facilities did not reflect current design
guidance in relation to either room dimensions or fixtures and fittings or both.
The majority of the facilities were a unisex provision to enable carers of the
opposite to assist. Many of the facilities were not accessible during the
evenings and this could be restrictive for some visitors particularly with some
restaurants in Windsor not having accessible facilities. Furthermore, none of
the ambulant facilities catered for the needs of ambulant disabled visitors or
those with visual or sensory impairments. There are no ‘Changing Places ’
type facilities available in Windsor. This type of facility is becoming
increasingly popular in town centre areas. It is completely different to a
standard disabled toilet within the room is a toilet with space either side for a
carer, an adult-sized height adjustable changing bench and a hoist. Given that
Windsor is a popular visitor destination serious consideration should be given
to this type of facility.


In order to offer a first class experience for people visiting RBWM, it is
essential that all links within the journey cycle optimise levels of accessibility
starting with pre-visit information. Access is not only about the physical
environment of building but about the delivery and management of a service.
Good levels of training and awareness are of equal importance to the
accessibility of the built environment. For RWBM to achieve a good level of
access and a positive visitor experience, it is essential that all organisations
within the borough take access seriously and develops a greater
understanding of the needs of disabled people with an inclusive approach to
their service provision. There are many opportunities in the borough to
develop access and build on the improvements already achieved.




Parker Knight Associates Ltd
Destination Access Audit Report                                                 16



1.0 Introduction
1.1 Background
The Royal Borough of Windsor and Maidenhead (RBWM) has a very strong
visitor economy with two of the UK’s Top twenty attractions (Visit Britain 2003)
located within the Royal Borough. The RBWM will further benefit from the
staging of the 2012 Olympic Games and Paralympic Games both at Dorney
Lake and in London. It is very important that RBWM maximises the economic
and social potential of this key asset and forthcoming opportunity by ensuring
that both the facilities and surrounding environments are easy to use and
accessible to everyone.


The RBWM with support from South East England Development Agency
(SEEDA) and Tourism South East (TSE) have commissioned Parker Knight
Associates Ltd to carry out a destination access audit. The destination access
audit is considered an essential planning and decision-making tool to ensure
that the RBWM maximises its opportunities as an accessible destination and
offers a positive visitor experience to everybody.


Tourism in Britain today already generates over £85 billion a year for the
British economy. With the forthcoming 2012 Olympic and Paralympic Games
there is a significant opportunity to provide a financial boost and
improvements to the visitor experience, enabling a long term legacy to
develop.


Tourism generated in hosting the Olympic and Paralympic Games will involve
participants in the Games (athletes, officials, sponsors, spectators & media)
visiting Britain in the lead up to and during the actual games. Additional tourist
visits and business events are planned due to increased interest in the
destination, both prior and post games.


In September the Department for Culture Media and Sport published a
strategic document ‘Winning: a tourism strategy for 2012 and beyond’ which
states how tourism in Britain should plan to maximise the opportunity that the



Parker Knight Associates Ltd
Destination Access Audit Report                                                    17


Games will offer. One of the main aims of the strategy is ‘to deliver a first
class welcome to all visitors… to seek a vastly improved service to disabled
people and the provision of fully accessible facilities and information’. Within
the document there are a number of actions aimed at enhancing accessibility.

1.2 Project area
The RBWM is located twenty-five miles to the west of London with a
population of 138,500 (RBWM 2007). The principal towns within the borough
are Windsor and Maidenhead, with eighty three per cent of the borough
identified as greenbelt (RBWM 2007). The borough enjoys very good
transport links via road, rail and air. Sixty per cent of the UK population live
less than three hours away (RBWM 2007).


The RBWM is home to many historic buildings, parks and gardens, with
Windsor Castle the largest inhabited castle in the world receiving 1.2 million
visitors a year (RBWM 2007). Each year approximately seven million people
visit RBWM either for business or pleasure with ten per cent staying
overnight. Tourism for the borough is worth £444million per year equivalent to
ten per cent of its GDP (RBWM 2007).


The defined project areas are principally the town centres of both Windsor
and Maidenhead and Dorney Lake; the Olympic and Paralympic venue for
rowing.


1.3 Project aims and Objectives
The destination access audit will assess how well the defined project area
performs in terms of access and ease of use for a full range of visitor services
and facilities for a wide range of potential users. This will include (but not
limited to) people with hearing, visual, mobility impairments and learning
disabilities.


The sectors included within the audit are as follows:
•   Accommodation
•   Visitor Attractions



Parker Knight Associates Ltd
Destination Access Audit Report                                                      18


•   Retail and Eating Out
•   Transport and associated infrastructure

The project aims:
•        to identify the major barriers, physical or otherwise, experienced by
         disabled visitors that prevent their full enjoyment of the visitor facilities
         in the RBWM
•        to identify opportunities to improve visitor accessibility through:
         - changes to physical features
          - their alteration or alternative service provision;
          - the provision of auxiliary aids and services;
          - alternative methods of service delivery and new access routes; and
          - policies, procedures and practices carried-out by tourism providers
         that may be discriminatory or impede accessibility and enjoyment.
•        to identify the benefits of and need for co-ordinated access
         improvement;
•         to help shape development plans in preparation of the 2012 Olympic
         and Paralympic games.


The audit report will enable RBWM to plan access improvements into their
development plans, particularly relating to the Olympics, and enable tourism
businesses in the Borough and surrounding environment to plan and invest in
accessible facilities with greater confidence.


1.4 Legislative framework
The principal piece of legislation of relevance to this project is the Disability
Discrimination Act (DDA) 1995 and 2005. The Disability Discrimination Act
1995 (DDA), as amended by the Disability Discrimination Act 2005 exists to
stop discrimination against disabled people in the UK. It gives disabled people
improved rights in the areas of employment, property, access to goods,
facilities and services and education. The legislation defines disability as a
‘physical or mental impairment that has a substantial and long term adverse
effect on a persons ability to carry out day to day activities’. It is estimated that
there are ten million people (DRC 2005) meeting this definition in the UK


Parker Knight Associates Ltd
Destination Access Audit Report                                                    19


today. 2.7million people who fall into this category travel on a regular basis
(Visit Britain 2007). The incidence of impairments increases with age and the
predicted growth in the older population over the next twenty five years will
rise to over fifteen million people by 2031. This in turn will impact on the
number of people covered by the legislation (Help the Aged 2006).


This Act imposes duties both on employers and service providers, making it
unlawful to unreasonably discriminate against disabled people.


Part 3 of the Act, relates to the provision of services to the public and is an
anticipatory duty. Under the legislation service providers need to ensure that
all reasonable steps have been taken so members of the public can access
their service. Service providers need to be aware that creating acceptable
access is likely to be a balance between the removal of physical obstacles
and the way that the service is managed. There is a strong business case for
organisations to improve access to services as it is estimated that disabled
people have in excess of £50 billion spending potential per year within the UK,
(DRC 2005). Making access improvements to a business has the potential to
not only increase the customer base and ultimately profit but adjustments
made can benefit all customers providing an inclusive approach. For example
the provision of an automatic entrance door to a shop not only assists people
using mobility aids but people with shopping bags, people pushing
pushchairs.



Part 5 of the Act gives the Government powers to make accessibility
regulations for all land based public transport vehicles and include taxis, rail
and public service vehicles (buses and coaches). Each form of transport has
a different set of technical regulations aimed at improving levels of
accessibility each with a specific timetable for achieving the regulations. The
requirements for public service vehicles, does not currently cover water-based
transport.

In relation to the Disability Discrimination Act 2005 (DDA 2005), there are now
new duties imposed on public sector organisations in promoting equality for


Parker Knight Associates Ltd
Destination Access Audit Report                                                 20


disabled people.


1.5 National Accessible Scheme for Guest Accommodation
The National Accessible Scheme (NAS) managed by Visit Britain, provides a
set of accessible standards against which establishments are assessed for
their accessibility and awarded a rating therefore providing the visitor with
confidence in choosing their accommodation. The standards cover three
types of impairment: mobility, visual and hearing. The scheme is applicable to
the range of guest accommodation including serviced, self-catering and
holiday parks. Establishments applying are required to complete a self-survey,
develop an action plan and complete an access statement. An access
statement is an ideal way in which a proprietor can provide information to
potential guests regarding their facilities in relation to accessibility. The
establishment will also have a NAS accessibility assessment to determine the
rating. These requirements are in addition to the Quality Assessments ratings.


2.0 Information regarding the project area
2.1 Transport - Trains
Within the project scope five railway stations have been reviewed.
Maidenhead and Slough are located on the main line from London
Paddington to the west of England. Windsor Central is on a small branch line
accessed via Slough with Windsor and Eton Riverside station operated by
South West trains on the line from London Waterloo. Taplow Station was also
included as this is the closest station to Dorney Lake.


In relation to rail infrastructure developments within the project area the
planned Cross Rail Project with a construction start date of 2010 will
principally affect Maidenhead and Slough stations with disruption and delays
also planned at Taplow Station during the six year construction phase. The
Cross Rail project will bring improvements to transport and travel access
within the area particularly for people with restricted mobility. Proposals
include the provision of a new, larger station at Maidenhead using the
forecourt area to provide disabled car parking, taxi facilities and set-down and



Parker Knight Associates Ltd
Destination Access Audit Report                                                   21


drop-off facilities for private use. Also step free access from pavement to all
platforms is being planned. At Slough a new passenger over bridge, lifts, new
ticket barriers and ticket hall layouts with step-free access from pavement to
all platforms (Cross rail Equality Impact Assessment Consultation Project and
Policy Assessment Report 2006).


2.2 Transport - Parking
Within the borough there is a range of parking facilities available including
surface and multi storey car parks with on street parking. The majority of car
parks are managed by the RBWM with two public car parks in Windsor under
private ownership. The Council website provides detailed information on all
council run facilities including the number of spaces, costs, and opening hours
etc.


The RBWM does not charge Blue Badge holders for parking in either the
designated disabled parking or standard bays provided the blue badge is
displayed appropriately. Adequate parking is particularly key for the visitor to
Windsor, as stated in the RBWM Visitor Survey (2003), fifty eight percent of
visitors came by car and only half of visitors rating the parking facilities as
good or excellent.


Since 14 January 2008 parking within the Borough has been decriminalized.
RBWM is now responsible for enforcing parking, loading and waiting
restrictions in central Windsor and for car parks in the rest of the borough.
They also have the responsibility for the enforcement of yellow lines and on-
street parking in any part of the Borough.


2.3 Transport - Buses
The two main bus companies, First Group and Courtney Coaches, provide a
range of scheduled services. Courtney Coaches stated that all their fleet of
buses apart from four vehicles met the Public Service Vehicle Accessibility
Regulations (PSVAR) accessibility requirements. First Group stated that the
majority of their fleet operating within the project area were either the super
low floor or a kneeling type of vehicle. By May 2008 all their fleet will meet the


Parker Knight Associates Ltd
Destination Access Audit Report                                                   22


Public Service Vehicle Accessibility Regulations (PSVAR), several years
ahead of the legal requirement. Both operators welcomed the accessibility
regulations and feel that it has helped many passengers including people with
pushchairs or limited mobility. Both would welcome the provision of bus
boarders (increased pavement height) to facilitate access but stated that for
the infrastructure to be effective the vehicle had to gain good access to the
kerbside and adequate space to manoeuvre. Parked vehicles often prevent
good access. Neither operator provide ongoing disability awareness training
for their drivers, although in the next few years there will be a new European
Regulation in relation to driver training. It is understood that part of the training
will include Disability Awareness.


2.4 Transport - Taxis
Within RBWM there is a mixed fleet of licensed Hackney carriages. There are
currently eighty-seven licensed Hackney carriages with thirty vehicles
considered accessible for a wheelchair user.

On the RBWM website under licensing information the following vehicles are
acceptable as “wheelchair accessible vehicles”: - the London Taxi
International TXI and Fairway, the Metro cab, the Jubilee Fiat and Mercedes
“Euro taxi”; any other vehicle considered to be appropriate by the Borough.
There currently is no licence condition for the proprietor to attend Disability
Awareness training.

Since 2006 licensed Hackney applicants have been required to complete a
Driving Standards Agency test (DSA). If they are driving a wheelchair
accessible vehicle, as part of the test the applicant has to demonstrate their
ability to securely deploy the wheelchair ramps and safely install the
wheelchair in their vehicle, backing the chair to the `fold down' seats, then
securing both wheelchair brakes. In addition they have to demonstrate that
they can secure seat belts/safety harness and also secure wheel belts/clamps
if fitted to their vehicle. An incentive for the provision of an accessible vehicle
is that the plates are transferable.

In discussion with Alan Barwise (Taxi Licensing manager RBWM) he



Parker Knight Associates Ltd
Destination Access Audit Report                                               23


commented that the number of licenses issued is likely to be reviewed in the
near future. In the past RBWM has been involved in user consultation with the
Access Advisory Panel to determine how accessible certain vehicles are.



2.5 Transport - River
With Windsor and Maidenhead located on the River Thames regular water
based transport services operate along the river, predominantly between April
and September.



2.6 Transport - Park and Ride
Within the project area there are two main park and ride facilities. First group
provide a scheduled service, which stop at Legoland and Windsor Town
Centre. People leave cars in a parking area close to the Legoland entrance.
When Legoland is open there are additional services.


The second service is from Home Park car park to Windsor Guildhall and is
operated by Courtney Coaches. The Bus Service runs from the Car Park to
the Guild Hall every 15-20 minutes from 7.00am to 7.00pm, Monday to Friday
no fare is charged. On both services accessible vehicles are used.


2.7 Shopmobility
There are established Shopmobility schemes operating in both Maidenhead
and Windsor run by Windsor and Maidenhead Users Network (W&MU)
funded via a grant from RBWM. Each scheme is located within a multi-storey
car park close to the principal retail areas. Shopmobility loans out wheelchairs
or scooters for people with restricted mobility to use. The scheme operates
between Monday to Saturday from 10.00am to 5.00pm.


In addition to this, Shopmobility provides scooters and wheelchairs for shows
and other events within the borough and organises rambles during the
summer months (‘walks’ in the countryside for members using Shopmobility
scooters). It also has a satellite service at Tesco to assist people when
shopping. The service is only available for people that are registered with


Parker Knight Associates Ltd
Destination Access Audit Report                                                    24


Shopmobility but it is not exclusively for the residents of RBWM. When
registering a small charge is made for the use of the service with discount
available to people in possession of an Advantage card or in receipt of an
income related benefit. Each facility is manned and has an accessible WC
facility.


Evidence from the questionnaire indicated that both Shopmobility schemes
are valued by local residents. The Windsor Shopmobility scheme has recently
relocated from a portacabin sited by the Library to new accommodation on the
fifth floor of the King Edward multi storey car park.


In relation to visitors, Windsor Shopmobility used to run a meet and greet
service from the Coach Park. They contacted the coach companies in
advance to advise them of the service. Due to limited time the only type of
wheelchair that was made available was a push type or self propelling chair.
There was poor demand for the service and Shopmobility decided not to offer
it anymore.


2.8 People to Places
This is a popular and established door-to-door, dial-a-ride service operating
within RBWM. People to Places transport provider was established in 1989. It
is a non-profit making organisation receiving an annual grant from RBWM.
The organisation has thirteen vehicles mostly minibuses, with a tail lift at the
rear of the vehicle. Drivers are either paid employees or volunteers. The
service is restricted to residents of the borough only and therefore would not
be available to any visitor to the Borough. The service operates between
Mondays to Friday during daytime hours. One driver covers Saturdays but
any evening requests are dependent on availability of volunteers, which is
currently very limited.


To use the service a person has to be a member and pays a membership fee.
The transport usually requires booking one week in advance. Regular
bookings are not possible unless it is a group booking. For each journey a
fare is paid up to five miles £3, up to ten miles £6. Evidence from the


Parker Knight Associates Ltd
Destination Access Audit Report                                                   25


questionnaire indicated that local residents value People to Places however
people commented that they would like the service expanded to cover
evening and weekends. People to Places currently do not have any plans to
expand the service, their main focus is to maintain the current level of service.
Some dial-a-ride schemes within Berkshire offer a seven-day a week daytime
and evening service for people but this is obviously dependent on adequate
funding and staffing.


2.9 RBWM Advantage Card
An Advantage Card offers discounts at a range of attractions, retailers and
restaurants, on Council services or leisure activities including Windsor Castle
(free entry with Yellow Advantage Card), Legoland, Savill Garden, Borough
Leisure Centres and car parks, restaurants, shops, services, health and
beauty. This card is available to both residents and non-residents.


2.10 Dorney Lake
Dorney Lake is a world-class rowing and flat-water canoeing centre in a four
hundred acre parkland setting near Windsor. Dorney Lake will be an Olympic
and Paralympic Games venue in 2012. In 2006 the World Rowing
Championships were held at Dorney Lake. Adaptive rowing became an
accredited Paralympic sport in 2006 and adaptive rowers attended the World
Rowing Championships at Dorney Lake in 2006.


Dorney Lake Trust is a registered charity responsible for operating the Lake
site. The trust was set up by Eton College, the facility's owners. The Trust
aims to provide safe rowing for Eton College pupils and to offer facilities for
major rowing events. Under its remit the Dorney Lake Trust welcomes
sporting and hospitality users and members of the public all year round,
except at Christmas. On a daily basis walkers, dogs, joggers, runners and
cyclists use the grounds of Dorney Lake. Site entry charges are made only
during major events, such as regattas.


Over one hundred schools and clubs row at Dorney Lake and the national
squads train here regularly. Each year six triathlons (run, cycle, swim) and a


Parker Knight Associates Ltd
Destination Access Audit Report                                                26


10-kilometre road race are held here. Other programmes for young people
and adults, outdoor and indoor, are available.


Dorney Lake Services is the hospitality arm of Dorney Lake Trust .The site is
used for a wide range of corporate hospitality events.


2.11 Accommodation
Within the project area there is a large selection of guest accommodation
ranging from large and modern places, historic hotels to small guesthouses.
In addition there are camping facilities, campus accommodation at Royal
Holloway, University of London and a range of self-catering properties
providing the visitor with a good degree of choice.


2.12 Access Advisory Forum
The Access Advisory Forum advises the RBWM on issues relating to
accessibility and disability. It meets on a regular basis, with the group
comprising of residents of RBWM with an interest in access issues, elected
members and officers of RBWM.


2.13 Access Officer
This is an established post within the RBWM local authority with the principal
aim of promoting accessibility and inclusion within the Council both in an
external and internal capacity. The Access Officer provides advice in the
context of the legislative framework and technical requirements to achieve an
inclusive environment. The Access Officer is also responsible for assessing
Council buildings, advising and planning improvements.



3.0 Overview of the Methodology
3.1 Journey Cycle
The concept used to underpin this project is the Journey Cycle. Whilst an
individual building, a mode of transport or pedestrian environment can be
viewed as accessible it is essential that all the fundamental links within a




Parker Knight Associates Ltd
Destination Access Audit Report                                                     27


journey offer a good level of access and therefore provide the traveller with a
positive experience.


The starting point of any journey is pre-visit information. People will research
their travel plans to identify facilities, availability of assistance and identify any
potential barriers and have to determine whether there is sufficient information
available to make an informed choice about their journey and destination.
The provision of good and accurate information cannot be over emphasised
particularly for the disabled traveller.


When embarking on a journey it is essential that pre-visit information obtained
reflect the actual journey experience to ensure a positive outcome.


3.2 Methodology
The project was divided broadly into two phases; phase one involved the
exploration and analysis of information collected in relation to the project area.
The second phase required physical assessment of the area assessing actual
against indicated service provision. The sample of physical assessments
carried out were determined from the results of the information analysis and
consultation with key personnel.


The project research was undertaken using the following methods of
information collection:
     •    A desk-top review of information available (websites, printed
          information and information obtained via telephone) within the public
          domain relating to visitor services within RBWM
     •    Information also obtained from RBWM, Visitor Information Centres,
          Websites and Tourism South East
     •    Consultation with key groups and personnel within RBWM (meetings
          with Access Officer, RBWM Access Advisory Panel, Disability and
          Sensory Partnership Board)
     •    Questionnaire developed by Parker Knight Associates Ltd in
          consultation with RBWM that was circulated extensively within RBWM



Parker Knight Associates Ltd
Destination Access Audit Report                                                        28


          (shown in full in the Appendix). The aim of questionnaire was to collect
          the experiences of residents within the Borough with specific reference
          to levels of access and facilities within the following areas:
              a. transport sector
              b. public toilets
              c. pedestrian environment
              d. visitor attractions
    •    Site visits to a sample of sites to verify the site’s accessibility against
         indicated
    •    Journeys taken by members of Access Advisory Panel


    Following the completion of the information analysis and the site visits a
    detailed report with a prioritised schedule of recommendations was written.


    NB: Recommendations made were not necessarily restricted to benefit
    people with identifiable impairments. It is likely that many
    recommendations made will benefit all users



4.0 Information Analysis
4.1 Introduction
Information is extremely important in our everyday lives: it helps us make
choices and live independently. The lack of appropriate information can
present as a barrier to many people.


Information comes in many forms, for example in leaflets or brochures, via the
Internet or as signage. It is important to ensure that the information provided
is clear, concise and accessible. Accessible information is not just simply
about providing a document in an alternative format, with the advances in
technology there is a potential to significantly improve access to information
for many people.


From the results of the questionnaire distributed via RBWM for the purposes
of this project participants were asked what source of information they used


Parker Knight Associates Ltd
Destination Access Audit Report                                                   29


when planning a journey or holiday, one hundred and thirty one people
responded with over half (54%) using two or more different information
sources. The most popular form of accessing information was the Internet and
websites with seventy five percent of people using it when planning a journey
or holiday (see figure 1)


                                                    Number of
                           Information sources      responses
                           Internet/ websites            98
                           Printed information           74
                           Via telephone                 50
                           Information Centre            38
                           Tape/braille                  1

                           Used 2 or more sources       71

                           Total number of
                           responses                    131

                                         Figure 1


4.2 Desktop Analysis
As part of the project a desktop analysis was carried out to establish whether
there was sufficient information available in the public domain to enable a
visitor with a range of impairments to plan their visit to RBWM.


The desktop research focused on a range of information sources, which
included the Internet, printed leaflets and brochures and contacting a facility
or service via telephone.


The sectors that were included in the research were transport,
accommodation, leisure and attractions, retail and eating out.


The information audit required the answering of the following two key
questions:
•   Was information presented in an accessible format?




Parker Knight Associates Ltd
Destination Access Audit Report                                                   30


•   Was there sufficient information provided regarding facilities for disabled
    people?


A number of requirements were identified for each information format to
enable a judgment to be made in relation to the key questions being
answered. A detailed checklist was used for each information source.


Web based Information
As stated in PAS78:2006 (Guide to Good Practice in Commissioning
Accessible Web sites BSI) ‘Accessible web sites have the potential to widen a
web sites current audience and reach new ones… many millions of people
are affected by sensory, physical and/or cognitive impairments including those
resulting from the ageing process’. To ensure the web site maximises its
potential audience it is essential that it is fully accessible.


The requirements for the web site audit in relation to levels of accessibility
were based on guidance contained within
•   RNIB ‘See It Right’ guidelines for web design and
•   PAS78:2006 Guide to Good Practice in Commissioning Accessible Web
    sites
•   MENCAP "Making your web site accessible for people with learning
    disabilities


People with a visual impairment may be able to read web pages as a fully
sighted person, or may require larger text or a highly contrasting colour
scheme to assist. People with very little vision may need to read web pages
using specialised software.


It should be noted that the audits of the web sites were not to the level of
technical detail offered by a commercial Consultancy specialising in web site
design/audit. Therefore the results of this audit should be viewed as an
indication of likely levels of accessibility.




Parker Knight Associates Ltd
Destination Access Audit Report                                                  31


For the purposes of the web site audit different search engines were used
(MSN.com, Google.com and Yahoo.com) and a range of key words were
entered for example ‘accommodation + Windsor’. The web sites reviewed
comprised of ones listed only on the first page of the search return. Many of
the web sites reviewed were directory type web sites with links to other sites.


For the purposes of this audit the web site met the requirements of W3C or
Bobby Approval if this standard was stated on the web site.


Below are a few examples of the accessibility requirements and why they
were considered necessary in the audit:


•   Web Accessibility Initiative (WAI)
A web site can be assessed against a set of guidelines in relation to web
accessibility. The Web Accessibility Initiative (WAI) develops strategies,
guidelines, and resources to help make the web accessible to people with
impairments. It publishes a detailed list of Web Content Accessibility
Guidelines, which web sites can be developed/assessed against. Research
carried out in 2004 by the Disability Rights Commission found that eighty one
per cent of the web sites surveyed did not uphold the most basic requirements
of W3C.


•   Bobby Approval
Bobby is an automated programme for the checking of a web site in relation to
levels of accessibility. Sometimes a web site will display ‘Bobby approval’ if
the site has met the requirements for accessibility


•   Provision of a site map
A text based site map can provide the user with an overview of the site and a
quick and simple way of locating a particular page or subject




Parker Knight Associates Ltd
Destination Access Audit Report                                                   32


ALT text
Any images on web pages should have an ALT text assigned to them for
people accessing the page in a non-graphic way. This is required because
screen readers are unable to read images, instead will the screen reader will
read aloud the alternative text assigned to the image.


Printed Information
The requirements for the printed information were based on the See It Right
guidelines for clear print (RNIB) and covered the text size, type of font used,
adequate colour contrast of font against background, any text over images
and was layout simple and easy to follow. A copy of the checklist used is
included in the appendix.


In addition to the requirements of clear print it is important that the provider of
information publicises that the material is available in alternative formats and
provides contact details. The RNIB recommends that this should be stated in
a prominent position, at the front of the publication, preferably in 14 point type
size. The inside front cover is recommended and the following example is
good practice of the text, size and font that could used in a publication.


Example

          ‘This material can be provided in alternative formats such
          as large print, Braille, tape, on disk or another language
          upon request to [add relevant contact details].’

The printed information audited was provided by Julia White (Visitor Manager
RBWM) and the Access Guide was provided by Lynne Penn (Access Officer
RBWM). Printed information was also sourced from both the Tourist
Information Centre at Windsor and the Reception area at Maidenhead Town
Hall.

Information via Telephone
The criteria for information via the telephone was based on whether it was a
human or automated operator, if automated, was the information clear.


Parker Knight Associates Ltd
Destination Access Audit Report                                                 33


If there was a menu structure was it considered simple and straightforward
with the provision of a help function or access to operator.


Comments were made in relation to the availability of text phone facility. A text
phone is a telephone device that has a keyboard and a display screen and is
used by people with a hearing impairment. The person types what they want
to say rather than speaking into a mouthpiece. People use a text phone
instead of a voice telephone. People often refer to them as ‘Minicom’ rather
than a text phone. If a person using a text phone wants to call a telephone
user they can do it via RNID Typetalk where they relay text-to-voice and
voice-to-text.


4.3 Sector Audit results
4.3.1 Transport
Web sites
Five web sites were reviewed as part of this study, ranging from nationwide
transport-specific web sites, e.g., www.nationalrail.co.uk , to location-specific
web sites, e.g., www.rbwm.gov.uk. A selection of key words was used to
search three popular search engines (google.com, msn.com and yahoo.com).
Search criteria included phrases such as Windsor, Maidenhead, and Slough,
public transport, accessible, buses, trains, coaches and taxis. The web sites
that consistently came out highest from the search results returned were then
selected for assessment.


The majority of web sites (4 out of 5) were simple and intuitive to navigate,
using simple terminology, consistent and clear presentation of links, and an
easy-to-use search function. However, the information presented on
www.thamesweb.co.uk was cluttered, which rendered the identification of key
navigational links difficult.


The level of web page customisation was assessed as poor. Only
www.rbwm.gov.uk met all of the requirements allowing the user to change
language settings, adjust the colour scheme (to improve visual contrast), and
increase the text size to enhance legibility.


Parker Knight Associates Ltd
Destination Access Audit Report                                                34




The National Rail web site was the only web site audited that provided users
with specific information on disabled access such as WC provision,
designated disabled parking, communication aids and the booking of
assistance. Whilst such information could not be accessed directly from
www.rbwm.gov.uk, useful links and contact details were provided for
information on disabled access for various modes of transport.


For a detailed breakdown of each web site in relation to compliance with the
accessibility requirements please refer to Figure 2, page 35.




Parker Knight Associates Ltd
35




                                                                                                     Assistance/helpline available
                                            disabled access
                                             Information on




                                                                                                           Aids to Communication
                                                                                                                                                                                                                                          did not meet the requirement
                                                                                                                                                                                                          partially met the requirement




                                                                                                                 parking provision
                                                                                                                      WC facilities
                                                                                                                                                                                    met the requirement




                                                                                     general comments with ref to levels of access
                                                                                                                                                                                                                                                                         not applicable




                                                                                                  Images have ALT text assigned
                                                                                                                                                                                    Key




                                                                                                                       Text legible
                                                                                                           Change text size option
                                                                                         All information viewed in black and white
                                                                                                           Change colour scheme
                                                      Accessibility of Information




                                                                                                         Change language option
                                                                                                           Use of simple language
                                                                                                                     Simple layout
                                                                                             Consistent links (font/colour/location)
                                                                                                           Easy to search function
                                                                                               Accessibility or help page available
                                                                                                                Site map available
                                                                                                          Clear link to home page
                                                                                                            Up to date information
                                                                                                  W3C approved/Bobby Approved




                                                                                                                                 www.thamesweb.co.uk/windsor/index.htm
                                                                                                                                 www.publictransport.info/index.htm
                                  Information analysis summary
Destination Access Audit Report




                                                                                                                                                                                                                                                                                          Parker Knight Associates Ltd
                                                                                                                                 www.nationalrail.co.uk


                                                                                                                                 www.maidenhead.net/
                                  Sector - Transport




                                                                                                                                 www.rbwm.gov.uk
                                                                                                                                 Website visited




                                                                                                                                                                         Figure 2
                                                                                                                                 (traveline)
                                  Websites
Destination Access Audit Report                                                   36


Printed information
Four sources of printed information were reviewed. Printed information was
provided by Julia White (Visitor Manager RBWM) and sourced from both the
Tourist Information Centre at Windsor and the Reception area at Maidenhead
Town Hall. Printed information covered all public transport modes in some
capacity.


On the whole, printed information was considered to be accessible, using a
simple and intuitive layout, appropriately designed text and graphics, and
simple language. However, for the First Great Western train timetable
(Paddington-Windsor) the use of a coding system to denote variations in
services and the less than intuitive presentation of deviations in
departure/arrival times may be confusing for some users, especially those
with learning difficulties. This was also the only piece of printed information
where the text size is small and potentially difficult to read for some users, and
where no indication is provided that the information is available in alternative
formats.


None of the printed information sources reviewed provided information on
disabled access. However, RBWM’s ‘Mobility Solutions’ publication does
provide details of where this information can be found (i.e., websites and
telephone numbers) for buses, trains, taxis and car parking.


For a detailed breakdown of each piece of printed information in relation to
compliance with the accessibility requirements please refer to Figure 3, page
38.


Information via telephone
Two telephone enquiry services were audited; National Rail enquiries and
traveline. A Text phone facility is provided by both services.


In both cases, users are initially routed through an automated service, which
consists of only two options for both services. Menu structures and navigation
instructions for the automated service are simple and messages are


Parker Knight Associates Ltd
Destination Access Audit Report                                                 37


intelligible and delivered in simple language. For both enquiry services, the
user has access to a human operator. At the time of the audit, human
operators spoke clearly, were helpful, and were able to provide information on
disabled access or provide details of where this information could be found.
However, the traveline service could only provide information about rail or
coach services.

For a detailed breakdown of each telephone enquiry service in relation to
compliance with the accessibility requirements please refer to Figure 4.
Information via telephone on page 39.




Parker Knight Associates Ltd
38




                                                                                                                                    Assistance available
                                                                   disabled access
                                                                    Information on




                                                                                                                                                                                                                                                                             did not meet the requirement
                                                                                                                                                                                                                                             partially met the requirement




                                                                                                                                  Aids to Communication
                                                                                                                                        parking provision
                                                                                                                                                                                                                       met the requirement




                                                                                                                                             WC facilities
                                                                                                            general comments with ref to levels of access
                                                                                                                                                                                                                                                                                                            not applicable




                                                                                                             Contact information provided e-mail address
                                                                                                                                                                                                                       Key




                                                                                                                     Contact information provided tel no.
                                                                                                                    Contact information provided website
                                                                                                                                  use of simple language
                                                                           Accessibility of Information




                                                                                                                         Is the paper not used High gloss
                                                                                                                               Maps easy to understand
                                                                                                                                           Simple layout
                                                                                                                                 no text set over images
                                                                                                          adequate contrast between text and background
                                                                                                                                   text aligned to the left
                                                                                                                                              text legible
                                                                                                                                                 text size
                                                                                                                         publicises in alternative formats




                                                                                                                                                        First Great Western trains (Paddington - Windsor)
                                  Information analysis summary –
Destination Access Audit Report




                                                                                                                                                        Mobility Solutions (RBWM)
                                                                                                                                                        Bus times by text (RBWM)




                                                                                                                                                                                                                                                                                                                             Parker Knight Associates Ltd
                                                                                                                                                        Route 1 bus (RBWM)
                                  printed information

                                                                           Sector - Transport




                                                                                                                                                        leaflet description




                                                                                                                                                                                                            Figure 3
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                                                                39




                               Information analysis summary -
                               telephone contact
                                                                                                                                                                                                                                                                                                                                  Information on disabled
                               Sector - transport                                Accessibility of Information                                                                                                                                                                                                                             access




                                                                                                                                                                                                                                                                                              general comments with ref to levels of access
                                                                                                                                                                                                                                        access to help function or speak to operator
                                                                                                                                            automated message, intelligible?
                                                                                                            operator uses simple language




                                                                                                                                                                                                       facility to repeat information




                                                                                                                                                                                                                                                                                                                                                                                                                                 other facilities identified
                                                                                                                                                                                                                                                                                                                                                                                  Aids to Communication
                                                                                   operator speak clearly




                                                                                                                                                                               Menu structure simple




                                                                                                                                                                                                                                                                                                                                                                                                          Assistance available
                                                                                                                                                                                                                                                                                                                                                              parking provision
                                                                human operator




                                                                                                                                                                                                                                                                                                                                              WC facilities
                               contact

                               traveline (0870 608 2608)                                                                                                                                                                                                                                      `
                               National rail enquiries


                                                                                                                                                                                                                                                                                       Key
                           Figure 4                                                                                                                                                                                                                                                    met the requirement
                                                                                                                                                                                                                                                                                       partially met the requirement
                                                                                                                                                                                                                                                                                       did not meet the requirement
                                                                                                                                                                                                                                                                                       not applicable


Parker Knight Associates Ltd
Destination Access Audit Report                                                  40


4.3.2 Accommodation
Web sites
Twenty-one web sites were reviewed for a range of accommodation including
hotels, Bed and Breakfast and self-catering facilities. The web sites covered
both independent establishments and hotel chains.


Not one web site met all the range of accessibility requirements this reflects
the findings of the research carried out by the DRC in 2004 however the
websites were generally considered simple and intuitive to navigate using
simple terminology.


Information regarding levels of access to facilities at each establishment was
considered generally poor and extremely limited. The majority of web sites
reviewed provided an option for a brochure to be requested and gave contact
details for further information to be obtained (via telephone, address or e-
mail).


One web site reviewed www.holidayinn.co.uk, an International chain of
hotels displayed on its home page a link titled ‘Access for All’ which went to a
specific page identifying all the facilities that they provided that maybe helpful
to the disabled traveller (see figure 5, page 41)


The emphasis on each of the web sites reviewed was to make a booking.
Three web sites in their search function stated accessibility. On the Holiday
Inn and Travelodge web site, when choosing a room type it specified
wheelchair or accessible bedrooms as one of the choices. On the Tourism
South East web site its advanced search, specified requirements for
accessibility however, the text was very small and faint for completing some of
the search requirements and was considered difficult to use.


On the Tourism South East web site as part of the review, Windsor and
Maidenhead was entered into the search facility stating the requirement for
disabled facilities, however no search results were found.



Parker Knight Associates Ltd
   Destination Access Audit Report                                                                  41


   From www.holidayinn.co.uk




Link on
home page


                                                  Figure 5

  ‘ACCESS FOR ALL’
  And stated the following:
  ‘The InterContinental Hotels Group understands that every customer has different needs
  and we aim to make our hotel facilities available and accessible to all of our guests equally.
  In rare instances where this is not possible we will endeavour to offer a suitable alternative.

  Our UK hotels offer a range of facilities for guests with a perspective on disability including
  the following:

    * Designated Blue Badge car parking
    * Accessible facilities – bar, restaurant and meeting rooms
    * Accessible washroom
    * Accessible bedrooms
    * Menus available in large print
    * Induction loops



   For a detailed breakdown of each requirement see the table below (figure 6).




   Parker Knight Associates Ltd
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  42


 Information analysis summary -
 websites
                                                                                                                                                                                                                                                                                                                                                                                                                                                                            Information on disabled
 Sector - Accommodation                                                                                                                                                             Accessibility of Information                                                                                                                                                                                                                                                                    access




                                                                                                                                                                                                                                                                                                                                                  All information viewed in black and white
                                                                                                                                                                                                               Consistent links (font/colour/location)
                                                                                                                                             Accessibility or help page available
                                       W3C approved/Bobby Approved




                                                                                                                                                                                                                                                                                                                                                                                                                                       Images have ALT text assigned



                                                                                                                                                                                                                                                                                                                                                                                                                                                                       general comments ref access




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 Assistance/helpline available
                                                                                                                                                                                                                                                                                                  Change language option
                                                                                              Clear link to home page




                                                                                                                                                                                                                                                                         Use of simple language




                                                                                                                                                                                                                                                                                                                                                                                              Change text size option
                                                                                                                                                                                     Easy to search function




                                                                                                                                                                                                                                                                                                                           Change colour scheme




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Aids to Communication
                                                                     Up to date information




                                                                                                                        Site map available




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     parking provision
                                                                                                                                                                                                                                                         Simple layout




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     WC facilities
                                                                                                                                                                                                                                                                                                                                                                                                                        Text legible
 Website visited
 www.windsor.gov.uk/accommodation
 www.thamesweb.co.uk/windsor
 www.information-britain.co.uk
 www.bedandbreakfast-directory.co.uk
 www.macdonaldhotels.co.uk
 www.maidenhead.net/accommodation
 www.thameshotel.co.uk
 www.sheephousemanor.co.uk
 www.lodging-
 world.com/accommodation
 www.millenniumhotels.co.uk
 www.holidayinn.co.uk
 www.fredricks-hotel.co.uk
 www.auroragarden.co.uk
 www.oakleycourt.com                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             Key
 www.runnymedehotel.com                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          met the requirement
 www.taplowhouse.com
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 partially met the requirement
 www.sirchristopherwren.co.uk
 www.activehotels.com                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                            did not meet the requirement
 www.travelodge.co.uk
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 not applicable
 www.marriott.co.uk
 www.visitsoutheastengland.com


 Figure 6
Parker Knight Associates Ltd
Destination Access Audit Report                                                               43


Printed Information
Four brochures and leaflets were reviewed, one brochure was for an individual hotel and
the remainder were brochures produced by RBWM containing information about a wide
range of accommodation located within the area.


All printed information performed reasonably well against the requirements apart from the
text/symbol size used and the lack of publicising that the information was available in
alternative formats. The Access guide publicised that the information was available in
alternative formats but did not provide contact details for this service. The Visitor Manager
(RBWM) stated that information had been made available in alternative formats in the past
but she was not aware of any requests for it, this suggests that the service for the
provision of alternative formats was not well publicised.


In relation to information provided about levels of accessibility, the Access Guide
performed well, which would be expected given that it is a specialist publication, however it
was published in 1999 and the information provided is not up to date. The other brochures
reviewed published by the RBWM provided information regarding accessibility. In the
‘Stay’ publication some of the accommodation listed displayed a wheelchair symbol
indicating disabled facilities however did not provide specific information regarding
accessibility. There was no indication as to any particular accessibility standard achieved
or specific facility provided. In further discussion with the Visitor Manager (RBWM) the
indication of the wheelchair symbol is purely based on a self- assessment carried out by
the establishment and therefore is open to interpretation. For a detailed breakdown of
each requirement see figure 7, page 44.


In addition to the printed information assessed the RADAR holiday guide was reviewed in
relation to the project area. RADAR (Royal Association for Disability and Rehabilitation)
publish a guide annually listing over fifteen hundred places to stay in the UK. It provides
detailed information covering a range of accommodation. The guide can be purchased
directly from RADAR but is often found in public libraries, information centres. In relation to
the project area only the Holiday Inn at Maidenhead was listed in the guide.




Parker Knight Associates Ltd
44




                                                                                                                                     Assistance available
                                                                   disabled access
                                                                    Information on




                                                                                                                                  Aids to Communication
                                                                                                                                                                                                                                                      did not meet the requirement
                                                                                                                                                                                                                      partially met the requirement




                                                                                                                                        parking provision
                                                                                                                                             WC facilities
                                                                                                                                                                                                met the requirement




                                                                                                            general comments with ref to levels of access
                                                                                                                                                                                                                                                                                                              not applicable
                                                                                                             Contact information provided e-mail address
                                                                                                                     Contact information provided tel no.
                                                                                                                                                                                                Key

                                                                                                                    Contact information provided website
                                                                                                                                  use of simple language
                                                                           Accessibility of Information




                                                                                                                        Is the paper not used High gloss
                                                                                                                                Maps easy to understand
                                                                                                                                           Simple layout
                                                                                                                                 no text set over images
                                                                                                          adequate contrast between text and background
                                                                                                                                  text aligned to the left
                                                                                                                                              text legible
                                                                                                                                                 text size
                                                                                                                         publicises in alternative formats
                                  Information analysis summary -




                                                                                                                                                       Access guide to RBWM (1999)
                                                                           Sector - Accommodation
Destination Access Audit Report




                                                                                                                                                       The Christopher Hotel
                                  printed information




                                                                                                                                                       leaflet description



                                                                                                                                                       Venues (RBWM)




                                                                                                                                                                                                                                                                                     Parker Knight Associates Ltd
                                                                                                                                                       Stay (RBWM)




                                                                                                                                                                                     Figure 7
Destination Access Audit Report                                                               45


Information via telephone
Ten establishments were contacted by telephone, covering a range of accommodation
(see figure 8, page 46). All calls were answered by a person not an automated call and
were generally considered helpful. No text phone facility appeared to be provided by any
of the accommodation providers contacted.


On asking the operator what disabled facilities the accommodation had, the majority of the
responses were wheelchair focused which you may expect given that the stereotypical
‘disabled person’ is often perceived as a wheelchair user although it only accounts for a
small percent of the disabled population.


Some of the responses came across very confidently and clearly demonstrated that they
were aware of the needs of the disabled traveller for example provision of vibrating alarm
for use as a wake up call for a person with a hearing impairment, details regarding the
shower arrangement, grab rails, seating type etc. Other operators came across less
confident and the call was passed to other staff members for the information.


A specialist national organisation ‘Tourism for All’ was also contacted, their details were
found on the Visit Britain website. The organisation is a registered charity that provides
information to people with disabilities and older people in relation to accessible
accommodation and other tourism services. Initial contact is via an answering machine
and you are instructed to leave contact details. The call was returned within an hour and
useful information was provided. Within their database only one hotel had been assessed
as accessible within the project area, the Holiday Inn at Maidenhead.




Parker Knight Associates Ltd
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                         46




Information analysis
summary - telephone
contact
Sector -                                                                                                                                                                                                                                                                                  Information on disabled
Accommodation                                   Accessibility of Information                                                                                                                                                                                                                      access




                                                                                                                                                                                                                                                       general comments with ref to levels of access
                                                                                                                                                                                                     access to help function or speak to operator
                                                                                                         automated message, intelligible?
                                                                         operator uses simple language




                                                                                                                                                                    facility to repeat information




                                                                                                                                                                                                                                                                                                                                                                                          other facilities identified
                                                                                                                                                                                                                                                                                                                                           Aids to Communication
                                                                                                                                            Menu structure simple
                                                operator speak clearly




                                                                                                                                                                                                                                                                                                                                                                   Assistance available
                                                                                                                                                                                                                                                                                                                       parking provision
                               human operator




                                                                                                                                                                                                                                                                                                       WC facilities




contact
Marriott
Slough/Windsor
Harte and Garter
Aurora Garden Hotel
Elva Lodge Hotel
Walton Cottage Hotel
and Suites
Quality Hotel
The Oscar Hotel
Cottage Inn
Sheephouse Manor
(s/c and b/b)
Holiday Care (Tourism
for All)


Figure 8



                                                                                                                                                                                                                                     Key
                                                                                                                                                                                                                                     met the requirement
                                                                                                                                                                                                                                               partially met the requirement
                                                                                                                                                                                                                                               did not meet the requirement
                                                                                                                                                                                                                                               not applicable

Parker Knight Associates Ltd
Destination Access Audit Report                                                           47

4.3.3 Visitor Attractions and Leisure
Websites
Twenty-three web sites were reviewed for a range of Visitor and Leisure Attractions
located within the RBWM area (see figure 10/11, page 48/49). The web sites ranged
from nationwide-specific web sites, e.g., www.odeon.co.uk , to location-specific web
sites, e.g., www.windsor.gov.uk


Two web sites stated that they met the requirements of W3C. Generally most websites
were generally considered simple and intuitive to navigate using simple terminology.
More information regarding the accessible facilities was available and this faired
favourably compared to the accommodation sector however its location within the
website was not always easy to locate.


One good example of useful information was the National Trust website
(www.nationaltrust.org.uk). For each individual site, there was a drop down menu
specifying ‘accessibility’ which linked to a specific page providing helpful information to
the disabled visitor (see figure 9)




                                          Figure 9




Parker Knight Associates Ltd
48




                                                                                                                 Assistance/helpline available
                                                        disabled access
                                                         Information on




                                                                                                                       Aids to Communication
                                                                                                                             parking provision
                                                                                                                                  WC facilities
                                                                                                 general comments with ref to levels of access
                                                                                                               Images have ALT text assigned
                                                                                                                                   Text legible
                                                                                                                      Change text size option
                                                                                                     All information viewed in black and white
                                                                                                                       Change colour scheme
                                                                  Accessibility of Information




                                                                                                                      Change language option
                                                                                                                       Use of simple language
                                                                                                                                Simple layout
                                                                                                        Consistent links (font/colour/location)
                                                                                                                       Easy to search function
                                                                                                           Accessibility or help page available
                                                                                                                           Site map available
                                                                                                                      Clear link to home page
                                                                                                                       Up to date information
                                                                                                              W3C approved/Bobby Approved




                                                                                                                                             www.angelfire.com/jazz/orchardpoyle
                                  Sector - Visitor Attractions (attractions
                                  Information analysis summary -
Destination Access Audit Report




                                                                                                                                             www.royalcollection.org.uk
                                                                                                                                             www.saltersteamers.co.uk

                                                                                                                                             www.city-sightseeing.com
                                                                                                                                             www.windsorwalks.co.uk




                                                                                                                                             www.dorneycourt.co.uk
                                                                                                                                             www.etoncollege.com
                                                                                                                                             www.boat-trips.co.uk
                                                                                                                                             www.windsor.gov.uk




                                                                                                                                                                                               Parker Knight Associates Ltd
                                                                                                                                             www.odeon.co.uk
                                                                                                                                             www.ascot.co.uk




                                                                                                                                             www.rrm.co.uk
                                                                                                                                             Website visited




                                                                                                                                                                                   Figure 10
                                  and leisure)
                                  websites
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 49



Sector - Visitor Attractions                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        Information on
(attractions and leisure)                                                                                                                                                      Accessibility of Information                                                                                                                                                                                                                                                                                                        disabled access




                                                                                                                                                                                                                                                                                                                                                                                                                                                                   general comments with ref to levels of access
                                                                                                                                                                                                                                                                                                                                              All information viewed in black and white
                                                                                                                                                                                                           Consistent links (font/colour/location)
                                                                                                                                        Accessibility or help page available
                                  W3C approved/Bobby Approved




                                                                                                                                                                                                                                                                                                                                                                                                                                   Images have ALT text assigned




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Assistance/helpline available
                                                                                                                                                                                                                                                                                              Change language option
                                                                                         Clear link to home page




                                                                                                                                                                                                                                                                                                                                                                                          Change text size option
                                                                                                                                                                                 Easy to search function




                                                                                                                                                                                                                                                                     Use of simple language




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        Aids to Communication
                                                                Up to date information




                                                                                                                                                                                                                                                                                                                       Change colour scheme
                                                                                                                   Site map available




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    parking provision
                                                                                                                                                                                                                                                     Simple layout




                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    WC facilities
                                                                                                                                                                                                                                                                                                                                                                                                                    Text legible
Website visited
www.legoland.co.uk
www.maidenheadheritage.org.uk
www.rbwm.gov.uk
www.windsor-racecourse.co.uk
www.theatreroyalwindsor.co.uk
www.stanleyspencer.org.uk
www.nordenfarm.org
www.royallandscape.co.uk
www.pwrtickets.com/pwrEye
www.nationaltrust.org.uk
www.visitsoutheastengland.com

Key
met the requirement                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 Figure 11
 partially met the requirement
 did not meet the requirement
Parker Knight Associates Ltd
 not applicable
Destination Access Audit Report                                                          50


Printed Information
Six brochures and leaflets were reviewed; the majority were for individual attractions
with the Visit brochure produced by RBWM containing information about a range of
attractions located within the area (figure 12, page 51).


All printed information performed reasonably well against the requirements apart
from the text/symbol size used and the lack of publicising that the information was
available in alternative formats.


Each leaflet/brochure had some information regarding disabled access.




Information via telephone
Six visitor attractions and leisure facilities were contacted by telephone (see figure
13, page 52). Four of the calls were answered by a person not an automated call
and were generally considered helpful. Of the two automated calls, the Odeon
Cinema involved a speech recognition system and was considered difficult for some
people to understand. Eventually the call was put through to an operator/helpline but
there was no response. On asking the operator what disabled facilities the
attractions had, the responses were detailed and considered helpful. Windsor
Castle one of the most popular visitor attractions within the project area had their
own Access team providing a lot of useful information for example hearing helper
pack and tactile exhibits.




Parker Knight Associates Ltd
51




                                                                                                                                         Assistance available
                                                                 disabled access
                                                                  Information on




                                                                                                                                       Aids to Communication
                                                                                                                                             parking provision
                                                                                                                                                  WC facilities
                                                                                                                 general comments with ref to levels of access
                                                                                                                  Contact information provided e-mail address
                                                                                                                          Contact information provided tel no.
                                                                                                                         Contact information provided website
                                                                                                                                       use of simple language
                                                                                Accessibility of Information
                                  Information analysis summary




                                                                                                                              Is the paper not used High gloss
                                                                                                                                    Maps easy to understand
                                  – printed information




                                                                                                                                                Simple layout
                                                                                                                                      no text set over images
                                                                                                               adequate contrast between text and background
                                                                                                                                        text aligned to the left
                                                                                                                                                   text legible
                                                                                                                                                      text size
                                                                                                                              publicises in alternative formats




                                                                                                                                                             Norden Farm Centre for the Arts
                                                                 Sector - Visitor Attractions
                                                                 (attractions and leisure)




                                                                                                                                                             Windsor Arts Centre
Destination Access Audit Report




                                                                                                                                                             leaflet description
                                                                                                                                                             Windsor Castle
                                                                                                                                                             Visit (RBWM)

                                                                                                                                                             Eton College




                                                                                                                                                                                                           Parker Knight Associates Ltd
                                                                                                                                                                                               Figure 12
                                                                                                                                                             Legoland
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                                               52




                   Information analysis summary
                   telephone contact
                   Sector - Visitor Attractions                                                                                                                                                                                                                                                                  Information on disabled
                   (attractions and leisure, )                         Accessibility of Information                                                                                                                                                                                                                      access




                                                                                                                                                                                                                                                                             general comments with ref to levels of access
                                                                                                                                                                                                                              access to help function or speak to operator
                                                                                                                                  automated message, intelligible?
                                                                                                  operator uses simple language




                                                                                                                                                                                             facility to repeat information




                                                                                                                                                                                                                                                                                                                                                                                                                other facilities identified
                                                                                                                                                                                                                                                                                                                                                                 Aids to Communication
                                                                         operator speak clearly




                                                                                                                                                                     Menu structure simple




                                                                                                                                                                                                                                                                                                                                                                                         Assistance available
                                                                                                                                                                                                                                                                                                                                             parking provision
                                                      human operator




                                                                                                                                                                                                                                                                                                                             WC facilities
                   contact

                   French Brothers

                   city-sightseeing tours

                   Windsor Castle - access helpline
                   Magnet Leisure Centre -
                   Maidenhead

                   Stanley Spencer Gallery

                   Odeon cinema


                    Figure 13

Parker Knight Associates Ltd
Destination Access Audit Report                                                         53


4.3.4 Retail and Eating Out

Websites
Seven websites were reviewed covering both retail and eating out within Windsor
and Maidenhead area. Some of the websites were of the directories; providing a link
to other websites. The information provided was limited. Not one web site met all the
range of accessibility requirements but was generally considered simple and
intuitive to navigate using simple terminology. No website visited within this sector
provided any information regarding disabled access (see figure 14, page 54).


Printed Information
Four brochures and leaflets were reviewed; two leaflets were for a restaurant and
retail area and two brochures produced by RBWM (see figure 15, page 55).


All printed information performed reasonably well against the requirements apart
from the text/symbol size used. The lack of publicising that the information was
available in alternative formats. The Access guide publicised that the information
was available in alternative formats but did not provide contact details for this
service.


In relation to information provided about levels of accessibility the Access Guide
performed well, which would be expected given that it is a specialist publication,
however it was published in 1999 the information provided is not up to date. The
‘Visit’ guide also produced by RBWM had a chapter on accessibility within the
borough and was informative; this is a regularly updated publication.




Parker Knight Associates Ltd
54




                                                                                                                            Assistance/helpline available
                                                                 disabled access
                                                                  Information on




                                                                                                                                  Aids to Communication
                                                                                                                                        parking provision
                                                                                                                                             WC facilities
                                                                                                          general comments with ref to levels of access
                                                                                                                         Images have ALT text assigned
                                                                                                                                              Text legible
                                                                                                                                  Change text size option
                                                                                                                All information viewed in black and white
                                                                                                                                  Change colour scheme
                                                                         Accessibility of Information




                                                                                                                                Change language option
                                                                                                                                  Use of simple language
                                                                                                                                            Simple layout
                                                                                                                    Consistent links (font/colour/location)
                                                                                                                                  Easy to search function
                                                                                                                      Accessibility or help page available
                                                                                                                                       Site map available
                                                                                                                                 Clear link to home page
                                                                                                                                   Up to date information
                                                                                                                        W3C approved/Bobby Approved




                                                                                                                                                        www.windsorroyalshopping.co.uk
                                  Information analysis summary




                                                                                                                                                        www.house-on-the-bridge.co.uk
                                                                                                                                                        www.thamesweb.co.uk/windsor
                                                                         Sector - Retail and Eating out
Destination Access Audit Report




                                                                                                                                                        www.windsor-berkshire.co.uk

                                                                                                                                                        www.cornucopia-bistro.co.uk
                                                                                                                                                        www.windsorfarmshop.co.uk




                                                                                                                                                        www.green-olive.co.uk




                                                                                                                                                                                                     Parker Knight Associates Ltd
                                                                                                                                                        Website visited




                                                                                                                                                                                         Figure 14
                                  websites
55




                                                                                                                                    Assistance available
                                                                 disabled access
                                                                  Information on




                                                                                                                                  Aids to Communication
                                                                                                                                        parking provision
                                                                                                                                             WC facilities
                                                                                                            general comments with ref to levels of access
                                                                                                             Contact information provided e-mail address
                                                                                                                     Contact information provided tel no.
                                                                                                                    Contact information provided website
                                                                                                                                  use of simple language
                                                                         Accessibility of Information




                                                                                                                         Is the paper not used High gloss
                                                                                                                               Maps easy to understand
                                                                                                                                            Simple layout
                                                                                                                                 no text set over images
                                                                                                          adequate contrast between text and background
                                                                                                                                   text alligned to the left
                                                                                                                                               text legible
                                                                                                                                                  text size
                                                                                                                         publicises in alternative formats
                                  Information analysis summary
Destination Access Audit Report




                                                                                                                                                                                  Access guide to RBWM (1999)
                                                                         Sector - retail and eating out




                                                                                                                                                         Windsor Royal Shopping




                                                                                                                                                                                                                            Parker Knight Associates Ltd
                                  printed information




                                                                                                                                                         leaflet description




                                                                                                                                                                                  Visit (RBWM)
                                                                                                                                                         Drury House




                                                                                                                                                                                                                Figure 15
Destination Access Audit Report                                                         56


Information via telephone

Five restaurants were contacted by telephone. All of the calls were answered by a
person and were generally considered clear and helpful (see figure 16, page 57).


On asking the operator what disabled facilities the restaurants had, the responses
were helpful however; three out of the five restaurants did not have accessible WC
facilities and were not able to advise where the nearest public facility was located.




Parker Knight Associates Ltd
Destination Access Audit Report                                                                                                                                                                                                                                                                                                                                                                                                           57



                               Information analysis summary
                               Telephone contact



                                                                                                                                                                                                                                                       Information on disabled
                                 Sector - Retail and Eating out    Accessibility of Information
                                                                                                                                                                                                                                                       access




                                                                                                                                                             adequate contrast between text and background




                                                                                                                                                                                                                                                       general comments with ref to levels of access




                                                                                                                                                                                                                                                                                                                                                                                          general comments with ref to levels of access
                                                                   publicises in alternative formats




                                                                                                                                                                                                             no text set over images




                                                                                                                                                                                                                                                                                                                                           Aids to Communication
                                                                                                                                  text aligned to the left




                                                                                                                                                                                                                                                                                                                                                                   Assistance available
                                                                                                                                                                                                                                                                                                                       parking provision
                                                                                                                                                                                                                                       Simple layout




                                                                                                                                                                                                                                                                                                       WC facilities
                                                                                                                   text legible
                                                                                                       text size

                               Bella Italia Windsor
                               McCluskey's Café, Windsor
                               Waterman Arms, Eton
                               Blue River Café (Thames Riviera
                               Hotel) Maidenhead
                               Macdonald Berystede Hotel and Spa


                           Figure 16



Parker Knight Associates Ltd
Destination Access Audit Report                                                              58


4.4 Questionnaire
4.4.1 Introduction
To assist with the collection of data to examine the current levels of access within
different environments in RBWM, it was agreed to consult with interested residents
and organisations via a questionnaire. Parker Knight Associates devised the
questionnaire in consultation with RBWM and the Access Advisory Panel. It was
considered important to gain information regarding people’s actual experience in
visiting a range of attractions and their use of public transport facilities to help
identify potential barriers.


The questionnaire was available in a printed or electronic format and other formats
upon request. It was also available on the Council’s website to complete online.
Approximately one thousand printed and electronic versions of the questionnaires
were distributed by RBWM to partner organisations (for example Thames Valley
Police, East Berkshire College, Churches together, Housing Associations),
Shopmobility members, local Disability Organisations, Berkshire County Blind
Society, Town Centre Managers and internally to staff within RBWM.



4.4.2 Aims of the Questionnaire
•       To collect the experiences of residents within the Borough with specific
        reference to levels of access and facilities within the following areas:
              •     transport sector
              •     public toilets
              •     pedestrian environment
              •     visitor attractions


    •   For the participant to make a judgement (good, fair and poor) on the level of
        accessibility experienced when visiting or using the facility. The data collected
        will assist in the identification of sites/facilities to be visited in the second stage
        of the project.


    •   To collect information to assist with identifying any other facilities or services
        that may present as a barrier or benefit to disabled people within the Borough.


Parker Knight Associates Ltd
Destination Access Audit Report                                                                   59




 •     To collect data on what sources of information participants generally use to
       plan a journey and/or holiday.


4.4.3 Number of completed Questionnaires
One hundred and fifty two questionnaires were returned by the closing date. One
hundred and nine were either returned via post or e-mail with the remaining forty-
three completed online via the RBWM website. Four questionnaires were completed
with visually impaired people over the telephone.


4.4.4 Summary of responses
Range of impairments
All of the impairment categories identified in the questionnaire were represented.
Mobility impairments represented the largest group (38%) with many of the
participants identifying more than one impairment group. Responses were also
received from carers and people working with disabled people however thirty four
percent of the participants did not indicate a specific impairment.



                                      Range of Impairments

            70
            60
            50
            40
                                                                               no: of responses
            30
            20
            10
             0
                                                                          ty
                                                    er
                                    ff
                  l




                                           ty
                            g




                                                                           d
                  a


                          in




                                                                         ie
                                  di
               su




                                                                        ci
                                           ili


                                                  us




                                                                      tif
                        ar




                                                                    pa
                                         ob
                                 ng
             vi




                                                                   en
                                                 ch
                      he




                                                                  ca
                                      m
                               ni




                                             h/




                                                                 id
                             ar




                                                                k
                                            w




                                                              ts
                                                      or
                           le




                                                            en
                                                  w
                                                 e/

                                                         irm
                                               tiv

                                                       pa
                                             la

                                                      im
                                           re

                                                 no




                                  impairment categories


                                                  Figure 17


Parker Knight Associates Ltd
Destination Access Audit Report                                                          60


Analysis of information source
Of the questionnaires returned over half (54%) used two or more different
information sources. The most popular source was the Internet and websites
seventy-five percent of people used it when planning a journey or holiday (see figure
1) however nineteen percent of people did not have access to the Internet.


Public transport
The most used mode of public transport within the study was the train however only
27% of participants rated the access as good. In comparison 84% of people rated
the People to Places service good with 62% of people rating the access good when
using a taxi and 35% of people rating the access good on local buses.


Comments made in relation to using the train included making sure that the
personal assistance booked is always available on departure and arrival at a station.
People stated that they have booked the assistance and on arrival no assistance
was available which resulted in other people helping a wheelchair user off the train
and a visually impaired person relying on other passengers to assist. The passenger
often feels helpless, as there are no contact details given when booking the service
to call if the assistance is not there. For a visually impaired person it is essential that
there is always audible announcements on both the train and at the station to
ensure that the person is able to get off at the right station, although this happens in
most situations one of the respondents had experienced occasions when it had not.
Other comments relating to rail travel included the information phone line seem
usually unanswered. When answered it could be difficult to understand for some
people. The ticket office only opening just before the train arrives and that staff were
generally unaware of wheelchair user needs.


People to Places, a door to door dial a ride service for the residents of RWBM was
considered a very good service by the participants however comments were made
that it was rather restrictive in relation to its availability. It currently does not
generally operate in the evenings or at weekends.


Although taxis were generally considered good, people identified that some taxis
used were considered not particularly user friendly. One person stated that they had


Parker Knight Associates Ltd
Destination Access Audit Report                                                        61


used a taxi, which tried to charge the person extra for the time taken to put the
wheelchair into the vehicle.


In relation to the use of buses a comment made, identified that the bus stop at the
rear of Maidenhead station, taxis often park in the bus bay, therefore the bus stops
in road and is not safe to alight from the bus. Also wheelchair users cannot use the
ramp from the bus onto the road, as the gradient is considered too steep.



                                       Modes of transport

                 160
                 140
                 120
                                                                         good
                 100
                                                                         fair
                   80
                                                                         poor
                   60
                                                                         used
                   40
                   20
                     0
                          ns




                                                             or




                                                               s
                                                               s




                                                               s




                                                            ce
                                                           se




                                                            xi



                                                          ds
                        ai




                                                         ta




                                                         la
                                                        bu
                      Tr




                                                       in



                                                      2p
                                                      le



                                                     W
                                   l
                                ca




                                                    ib




                                                   le
                                                de
                                                 ss




                                               op
                               Lo



                                              ce




                                              Ri



                                            Pe
                                           Ac




                                           d
                                         an
                                      rk
                                    Pa




                                         transport modes


                                             Figure 18


Railway stations
Within the questionnaire four railway stations were identified. Maidenhead was
visited the most however was perceived to have the poorest level of access, with
forty four percent of people rating it poor. Access to both the Windsor stations was
considered the best with Windsor and Eton Station having just over half of the
people (51%) rating the access as good.




Parker Knight Associates Ltd
Destination Access Audit Report                                                       62




                                                Railway stations

                         160
                         140
                         120
                                                                               good
                         100
                                                                               fair
                           80
                                                                               poor
                           60
                                                                               used
                           40
                           20
                               0




                                                                          gh
                                        e




                                                                  d
                                                    on
                                      id




                                                                ea
                                                 Et




                                                                        ou
                                    rs




                                                              nh
                                  ve




                                                                      Sl
                                               d



                                                            de
                                            an
                               Ri




                                                          ai
                                           or
                        or




                                                         M
                                         ds
                      ds




                                       in
                    in




                                     W
                   W




                                                          stations


                                                     Figure 19


Parking
Within the questionnaire three types of parking provision was identified (surface, on
street and multi storey) in each town. The parking perceived to have the poorest
level of access was ‘on street’ parking within both towns.


Within the comments section of the questionnaire there were a high number of
points raised in relation to parking. The points raised included:
 •     Disabled parking, abuse of space
 •     Lack of disabled parking spaces
 •     Insufficient surface car parks in both Windsor and Maidenhead
 •     Lack of Blue Badge parking at York House and Maidenhead Town Hall
 •     Lighting levels within the Maidenhead Multi storey car park (Nicholsons)




Parker Knight Associates Ltd
Destination Access Audit Report                                                                                    63




                                               parking provision

              180
              160
              140
              120                                                                                           good
              100                                                                                           fair
                80                                                                                          poor
                60                                                                                          used
                40
                20
                  0
                                     car parks in




                                                                               car parks in
                          parks in




                                                    parking in



                                                                    parks in




                                                                                               parking in
                                                     on street




                                                                                                on street
                       Surface car




                                                                 Surface car
                          Windsor

                                     Multi-storey

                                         Windsor



                                                      Windsor




                                                                               Multi-storey
                                                                 Maidenhead



                                                                               Maidenhead



                                                                                              Maidenhead
                                          parking type and location


                                                        Figure 20


NB. Please note the results for the multi storey car parks within Maidenhead are
small principally due to a typographical error within the questionnaire.


Pedestrian Environment and facilities
Within the questionnaire people were asked to rate a number of public facilities.
These included the general pedestrian town centre environment, retail outlets,
Shopmobility and Public Conveniences.


In both towns the perception of the accessibility of the pedestrian environment was
rated pretty evenly with just fewer than forty five per cent of people rating it good
however, a number of comments were made in relation to the pedestrian
environment. The points raised included:
 •     Poor state of pavements, cracked uneven surfaces
 •     Vehicles parking on pavements and blocking drop kerbs
 •     Some controlled pedestrian crossings not having audible signalling and people
       were unaware of the rotating cone facility




Parker Knight Associates Ltd
Destination Access Audit Report                                                             64


 •     Unauthorised encroachment of businesses (tables, chairs, A-boards) onto
       pavements restricting space for pedestrians
 •     Signage poor in both towns, lack of symbols and a clear font, located too high
 •     Areas for resting (seating) would be of benefit, somewhere quiet and warm



                                   Windsor and Maidenhead
                                  pedestrian environment and

                                   250


                                   200
       no: of respondents




                                                                                     good
                                   150
                                                                                     fair
                                                                                     poor
                                   100
                                                                                     used

                                    50


                                     0
                                                                                 t
                                                                                 t




                                                                                 d




                                                                                 d
                                                                               or




                                                                               or
                                                                                d
                                                                               or




                                                                              en


                                                                              en




                                                                              ea




                                                                              ea
                                                                              ea




                                                                             ds
                                                                            ds




                                                                            ds
                                                                          nm
                                                                          nm




                                                                          nh
                                                                          nh




                                                                          nh
                                                                          in
                                                                          in




                                                                          in
                                                                       de
                                                                       W
                                                                       de




                                                                       de
                                                                       W




                                                                       W
                                                                       ro


                                                                       ro
                                                                    vi
                                                                    vi




                                                                    ai
                                                                    ai




                                                                    ai
                                                                   in




                                                                   in
                                                                   in




                                                                 en


                                                                 en




                                                                  M




                                                                  M
                                                                  M




                                                                ty
                                                              ng




                                                                ts
                                                             in




                                                             in
                                                             in




                                                           il e
                                                            ili
                                                             n


                                                             n
                                                           pi




                                                        ri a
                                                        ria




                                                        ob


                                                        ty
                                                       ng




                                                         ts
                                                       to
                                                      op




                                                    ile
                                                     ili
                                                     st


                                                     st


                                                    m
                                                   pi
                                                  Sh




                                                   ic
                                                 ob
                                                de
                                                de




                                                op




                                                 to
                                                op




                                                bl
                                              m
                                             pe
                                             pe




                                            Pu
                                            Sh
                                            Sh




                                             ic
                                          op




                                          bl
                                          d
                                         or




                                       Pu
                                       Sh
                                       ea
                                      ds

                                    nh
                                   in

                                 de
                                 W

                              ai
                            M




                                                      Figure 21


In relation to shopping Windsor had the edge with forty six percent of people rating it
good compared to Maidenhead with thirty eight per cent. Several people made
these comments in relation to shopping:
 •     The benefit of automatic doors for everyone, aim to increase the number of
       shops with this type of door
 •     To increase circulation space within shops which will assist everyone




Parker Knight Associates Ltd
Destination Access Audit Report                                                               65


 •       Windsor shopping has a variety of shops at different access levels i.e. some
         with steps, some level, also lack of good directional information poses barriers
         for visually impaired person
 •       Suggestions for a wayfinding system for visually impaired people within
         Maidenhead town centre potentially helpful when a stranger visits the town
 •       Some Restaurants/Public Houses potential barriers to access, poor circulation
         space for wheelchair users


Shopmobility is a very valuable service run by W&MU in both Windsor and
Maidenhead. It loans scooter and wheelchairs for use primarily within the town
centre areas. Both Shopmobility services performed well, eighty eight percent of
people rated Maidenhead good with no poor ratings. In comparison sixty seven
percent of people rated Windsor Shopmobility good. Windsor Shopmobility has
recently relocated to King Edward Court multi storey car park and there are a few
settling in issues to resolve, which may have affected how people rated the service.
Comments made in relation to the new location of the Windsor Shopmobility,
included the following:
          “Unable to access Shopmobility, when the car park is full”
          “Lift to Shopmobility doors close too quickly, difficulty manoeuvring scooter
          into the lift’


In relation to Public Conveniences only twenty eight percent of people perceived the
facilities in Windsor as good compared to fifty six percent in Maidenhead. A number
of comments were made in relation to Public Conveniences, which included:
     •    Insufficient number of Public WCs
     •    Lack of information regarding their location
     •    Keys (RADAR) difficult to find especially for visitors
     •    Lack of changing type WC facility in addition to accessible WC. A fully
          accessible toilet facility with changing bed facilities similar to that which has
          been installed in the Magnet leisure centre would be of benefit to people with
          more complex impairments in Windsor
     •    Additional facilities within accessible WC to include shelf, coat hook so do not
          have to put coat and bag on floor



Parker Knight Associates Ltd
Destination Access Audit Report                                                          66


    •    Good example of changing type WC facility at Magnet Leisure Centre
Visitor Attractions
The full range of visitor attractions was included in the questionnaire. The most
popular attractions were Windsor Castle and a boat trip on the river with eighty-five
people having visited each attraction.


In relation to rating the level of access, Windsor Great Park was perceived the best
with seventy nine percent of participants rating it good. Five attractions (Ascot
Racecourse, Savill Gardens, Windsor Great Park, River and Rowing Museum at
Henley and the Maidenhead Heritage Centre) achieved a good access rating of over
seventy five percent with three of the attractions not receiving any poor ratings
(Ascot Racecourse, Savill Gardens, River and Rowing Museum at Henley). In
relation to poor ratings, the arts sector did not generally perform well with only the
Norden Arts Centre offering a perceived good level of access. Other attractions
perceived as performing poorly included the boat trip on the river, Frogmore House
and Dorney Court. Both Frogmore House and Dorney Court are historic buildings
and operate with very restrictive opening times.


                                            Visitor Attractions

                                      180
                                      160
           no: of responses




                                      140
                                      120                                 good
                                      100                                 fair
                                       80                                 poor
                                       60                                 used
                                       40
                                       20
                                        0
                                                    G rd s




                                              ds ac h t




                                                  Et ey rse
                                                   tio o k




                                                  D cec rse


                                                        C o ke
                                            in v Th le




                                                   Ra Co el
                                                        at ns


                                   ya As eor na and




                                                               ge
                                           in t R s C us
                                                 or Ga e


                                           St Na Leg ar
                                                Sa e ast




                                                or e ap
                                              ds ill am

                                                      re e




                                                              a
                                                           lle
                                                             r




                                                      n u
                                                            u
                                                            P




                                                    on L
                                                            l
                                                         lT




                                                    or o
                                                   th r C
                                               on so




                                      l W co ge
                                            ip nd
                                          Tr Wi




                                              G
                                             en
                                         ed
                                         W


                                       iv
                                 at




                                    Cl
                              Bo




                                 Ro




                                                 Figure 22



Parker Knight Associates Ltd
Destination Access Audit Report                                                        67




A number of comments were made in relation to Visitor Attractions, which included:

    •    “satisfied with the services provided to disabled people from most of the
         places I visit’
    •    “Windsor Racecourse finding the disabled WC was a problem’
    •    Odeon cinema at Maidenhead a number of comments were made,
              o only one screen has an audio description therefore limited choice of
                   films.
              o one wheelchair user stated a poor experience placed at the very front
                   of the auditorium, could only see half the screen, ended up with neck
                   ache and was considered a fire hazard in any other part of the
                   auditorium
              o Difficulty understanding the Odeon phone message takes along time
                   to get information, prefer advertising in newspaper
         “Legoland always have to take a person with me to assist, it would be helpful
         if you could pre-book assistance”
         At Dorney Lake a person found the steps to the viewing platform very poor
         for a visually impaired person




Parker Knight Associates Ltd
Destination Access Audit Report                                                         68




                                              Visitor Attractions

                                 180
                                 160
                                 140
           no: of responses




                                 120                                             good
                                 100                                             fair
                                    80                                           poor
                                    60                                           used

                                    40
                                    20
                                     0

                                                                            ur


                                                                  d e or




                                                                            re
                                                                  de ey
                                                                             t

                                                                ge use

                                                                            re




                                                                            re
                                                                            ry




                                                                             d
                                                                          ur




                                                              Ar hea
                                                                        To




                                                                         nt
                                                                        ds
                                                                         nt

                                                             eu alle




                                                                         nt
                                                                          l
                                                                       en
                                                                       Co


                                                                        o




                                                                     Ce
                                                           en Ce




                                                                     Ce
                                                                      in
                                                                     H




                                                                      n
                                                                     d
                                                                     H
                                                                    G




                                                                   W
                                                                    y

                                                                   e




                                                                 ts

                                                                 ts
                                                                ne




                                                                m
                                                                  r
                                                               or




                                                               ai
                                                              ce




                                                               ui

                                                   ne yal




                                                             Ar
                                                            ita
                                                             or

                                                            m




                                                             M
                                                            G
                                                         Ro
                                                          D




                                                         us




                                                        rm
                                                         og




                                                         or
                                                         er




                                                          a
                                                         e
                                                       Sp




                                                       m
                                                      dg




                                                      ds
                                                       M
                                                       H
                                                      Fr




                                                     Fa
                                                      e
                                                    tr
                                                  Ba




                                                   in
                                                    d




                                                    g
                                                    y
                                                 le




                                                ea
                                                ea




                                                 in




                                                  n

                                                W
                                                Ci

                                              de
                                              an

                                               w

                                             ue

                                             Th
                                             nh




                                            on
                                           Ro




                                           or
                                           St




                                           Bl
                                de




                                        de

                                          N
                                         d
                               ai



                                      an




                                       O
                              M




                                    r
                                 ve
                              Ri




                                                     Figure 23

RBWM Public Buildings
A number of public buildings were included in the questionnaire covering leisure,
libraries and the main Council buildings. All of the public buildings generally
performed well except the Windsor Guildhall, with thirty eight percent of people
rating the access as poor. Both libraries were identified as having the best perceived
level of access with a good rating by seventy one percent of the participants. Apart
from Windsor Guildhall poor access ratings were very low.


A few comments were made in relation to Public Buildings, which included:
    •    Provision of changing facilities in addition to accessible WC at the Town Hall
    •    Provision of lighting on all steps at York House, Windsor
    •    Poor Blue Badge parking at York House and Maidenhead Town Hall
    •    Good example of changing type WC facility at Magnet Leisure Centre




Parker Knight Associates Ltd
Destination Access Audit Report                                                        69


    •    Ability to pre-book assistance at Maidenhead Library, Magnet and Windsor
         Leisure Centre
    •    Lack of audio books at Maidenhead Library



                                                 RBWM Public Buildings

                                           180
                                           160
           no: of respondents




                                           140
                                           120                             good
                                           100                             fair
                                            80                             poor
                                            60                             used
                                            40
                                            20
                                             0
                                                                 l
                                                              or




                                                                y


                                                                y
                                                                ll
                                                              re


                                                              re
                                                              al




                                                            ha


                                                            ar


                                                             ar
                                                           ds




                                                           nt


                                                           nt
                                                            H




                                                          br


                                                          br
                                                         ld
                                                       Ce


                                                       Ce
                                                        in


                                                         n




                                                       Li


                                                       Li
                                                       ui
                                                       w
                                                      W




                                                     G
                                                    To


                                                     e


                                                     e




                                                    or


                                                     d
                                                  ur


                                                   ur
                                                  se




                                                  ea
                                                 or

                                                 ds
                                                 d




                                                is
                                                is
                                               ou




                                              nh
                                              ds
                                              ea




                                              in
                                             Le


                                             Le
                                             H




                                            in


                                           W


                                           de
                                          nh

                                         or


                                           t

                                         W
                                  rk




                                        ne




                                        ai
                                       de

                                      ds
                                Yo




                                      M
                                     ag
                                     ai

                                    in
                                       M




                                   M
                                   W




                                                       Figure 24



Other information sources reviewed
In addition to the review of information available within the public domain, Tourist
South East (TSE) provided data relating to a recent audit of accommodation within
the project area. The audit is carried out every three years with only the headline
information available externally via the TSE industry website.


The audit divided accommodation into four categories – Serviced, Self Catering,
Group, Caravan and Camping. Within the audit data, information relating to
accessibility and whether the accommodation meets any particular standard is
identified. Of the one hundred and thirty eight accommodation places listed only one
place, a campsite (Hurley Riverside Park), was identified as meeting a nationally
recognised access standard (RADAR). The local Tourist Information recommended



Parker Knight Associates Ltd
Destination Access Audit Report                                                          70


five of the serviced accommodation places as accessible, but this is not a nationally
recognised standard.


4.4.5 Summary of key findings from Information Collection and Analysis


    1. Information within the public domain across accommodation, retail and eating
         out sectors was considered poor against accessibility requirements and
         information relating to access and disabled facilities. Information in relation to
         Visitor Attractions was not always provided in an accessible format in general
         more information regarding facilities and levels of access is required.
         Transport Information provided by national organisations was considered
         good as it was both in an accessible format and provided information
         regarding access and facilities.


    2. Information provided was often inconsistent across the formats and in
         different publications.


    3. In relation to accommodation and access standards only one hotel (Holiday
         Inn Maidenhead) within the whole RBWM area demonstrated levels of
         accessibility recognised nationally. In addition this accommodation stood out
         regarding the level of information available on both its website and via phone.


    4. Differences between actual against indicated service provision was
         identified when comparing the results of the information analysis and results
         from the questionnaire particularly in relation to some Visitor Attractions. Site
         visits are to be made to the attractions identified where this was highlighted.


    5. The results from the questionnaire indicated that disabled people use a range
         of sources of information to plan a journey/holiday and often use more than
         one source. Some people do not use or have access to the Internet
         therefore all information sources need to be fully accessible and have a
         consistent level of accurate up to date information.




Parker Knight Associates Ltd
Destination Access Audit Report                                                         71



5.0 Site Visits
5.1 Introduction
The purpose of the site visits was to establish how well the environment and service
performs in terms of access and ease of use, by a wide range of potential users.
This will include (but not limited to) people with hearing, visual, mobility impairments
and learning difficulties.
A sample of site visits were carried out to assess levels of accessibility and included
the following:
         each town centre to include general environment, key public facilities ( for
         example parking, public toilets, information centre, pedestrian environment,)
         Guest accommodation
         Visitor attractions
         Dorney Lake
         Slough Station
         Taplow Station
         Two experiential journeys with members of the Access Advisory Forum



5.2 Maidenhead Town Centre
5.2.1 Pre-visit information
There is very little pre-visit information available. The access guide (last published in
1999) provided a good level of access information including a detailed map, the
location of accessible Car parks, Shopmobility, and WC’s etc. However, the guide is
now nine years out of date and there have been a large number of significant
changes with regard to parking and public facilities. Despite there are inherent
difficulties associated with keeping such a document updated and accessible to all,
the benefits of such a guide should not be underestimated. Consideration should be
given to providing similar access information online. This would then allow for easy
amendments and updates. It would also allow Council staff and visitors to the area
to print copies in advance.
Pre-visit website information links included:
http://www.maidenhead.net/
http://www.maidenhead.co.uk/
http://www.visitwindsor.gov.uk/


Parker Knight Associates Ltd
Destination Access Audit Report                                                         72


http://www.rbwm.gov.uk


5.2.2 Trains
First Great Western manages the train station at Maidenhead. The pre-visit
information available from the National Rail Enquiries Centre website was
inaccurate in regard to a number of access issues.


Finding and getting to the station
•        The station is not well signed from the town centre, for example from the High
         Street. Those people unfamiliar with the area may experience difficulties
         locating the station.
•        The approach to and from the station towards the town centre was obstructed
         by bicycles parked and locked against rails on the pedestrian route and by
         vehicles bonnets overhanging the pedestrian route.
•        The principal entrance to the station is conspicuous.
•        Step-free access is provided at the principal entrance.
•        The doors are not powered and as a result may be difficult for wheelchair
         users and mobility impaired people to open.
•        Towards the South of the station there is a combined bus stop and taxi rank.
         The bus stop has a covered waiting area with seating. The taxi rank is
         marked on the road surface in front of the bus parking bay. When taxis are
         parked at the rank this arrangement acts to restrict bus vehicle access to the
         pavement, preventing bus drivers from parking close to the kerb and in an
         appropriate alignment for safe use a ramp.


Car parking
    •    Car parking is provided at the station but no designated disabled parking
         bays were identified.
    •    No designated drop-off or pick-up point was identified. However, users can
         be dropped off in the car park approximately 3m from the station entrance. A
         dropped kerb is provided at this point to facilitate the transition from the
         carriageway to the pavement.




Parker Knight Associates Ltd
Destination Access Audit Report                                                            73


    •    On the main pedestrian approach to the station, bicycles stored against
         railings may form a hazard to people with visual impairments.
Buying a ticket
Ticket office
    •    The ticket office is clearly signed (signage of large print and good colour
         contrasted text) and visible on entering the station.
    •    No low-level ticket counter is provided. The ticket counter is approximately
         1200mm from FFL. Visibility of the ticket counter attendant and reach to the
         counter/coin tray will be difficult for some users.
    •    Induction loop technology is provided.
    •    A Wide Aisle Gate (WAG) is provided for wheelchair users and mobility
         impaired and encumbered passengers. Queues at the ticket counter are
         likely to obstruct transit through the WAG.


Ticket machines
    •    Two cash/card ticket machines are provided outside the station.
    •    Some operating parts, i.e., the coin slot and upper sections of the touch
         screen are located at a height, which exceeds the recommended 1200mm for
         access for wheelchair users.
    •    Good colour contrast between the text and background on the touch screen
         is provided (white text on a blue background) although small text size
         (approximately 10pt) and the lack of tactile feedback and auditory notification
         is likely to make these machines difficult to operate for visually impaired
         users.
    •    Whilst the menu structure was considered to be fairly simple and intuitive,
         users with learning difficulties, may find them difficult to use, and therefore
         require help from train station staff.


Passenger information
Printed information
    •    Printed information is provided at the ticket office and on platforms 2-5.




Parker Knight Associates Ltd
Destination Access Audit Report                                                            74


    •    In some cases text does not contrast well with the background, and small text
         sizes (approximately 10pt) and the use of italics will make this information
         difficult to read for visually impaired users.




Audible and visual information
    •    Both audible and visual information was provided at the station, both within
         the ticket office and on all platforms.
    •    During the audit, audible announcements were clear, intelligible and timely.
    •    Real-time visual information consists of departure and arrival screens and
         next train information. For both displays, text is of an appropriate size and
         contrasts well with the background.




                Figure 25 – Visual passenger information at platform level


Boarding the train
    •    Lift access is provided to all platforms, except platform 1. Lifts are monitored
         by CCTV cameras and operated by staff members within the ticket office.
    •    Access to the lifts is located outside the station itself meaning that visitors
         requiring lift access must enter the station to obtain a ticket then go back out
         to access the lifts.
    •    Lifts are spacious and incorporate colour contrasted buttons with tactile
         elements.
    •    Stepped approaches to platforms incorporate colour contrasted handrails and
         visual contrasting step nosing for the top and bottom steps.


Parker Knight Associates Ltd
Destination Access Audit Report                                                         75


    •    A mixture of colour contrasted accessible seating, including some seats with
         arm rests, is provided at platform level. However, seating with arm rests is
         not provided on all platforms.
    •    Overhead station canopies shelter platforms 2-5. A small shelter is provided
         on platform 1, which incorporates seating (see Figure 6).




                               Figure 26 – Arrangement of platform 1

    •    Platforms do not incorporate tactile indicators to help visually impaired
         passengers to identify the PTI.
    •    Wheelchair ramps were observed on both platforms.


WC facilities
    •    Accessible WC provision, which reflects current design guidance and is
         located on platform 4.
    •    Users can access the facility using a RADAR key. Customer assistance is
         provided in close proximity to the accessible WC and clearly signed.


Restaurants/eateries
    •    Various restaurants and eateries are provided at platform level. These do not
         have lowered counters.


5.2.3 Car Parking
Car parking facilities are provided at a number of town centre locations. The Council
website provides detailed information on all council run facilities including the



Parker Knight Associates Ltd
Destination Access Audit Report                                                             76


number of spaces, costs, and opening hours etc. The Royal Borough of Windsor
and Maidenhead does not charge Blue Badge holders for parking. The number of
wheelchair accessible bays available is relatively low (in most cases significantly
less than the minimum recommended – see figure 27). While Blue Badge holders
are able to park on-street and can use standard car park bays free of charge it
should be recognised that the additional space provision offered by a wheelchair
accessible bay is often a necessity for many disabled visitors (ambulant and non-
ambulant). It is also important to provide a significant amount of ‘weather proof
parking’, complimented by good lighting conditions, for those likely to take additional
time to transfer from their vehicles and load or unload mobility equipment etc.
On street parking specifically identified for disabled people was limited in its
provision. There are several bays to the rear of Marks and Spencer on although the
pavement at this point is quite narrow.


Figure 27 – Car park accessibility information
                                                             No of wheelchair accessible
                                                    No of                                  Height
 Location                            Type                               spaces
                                                    spaces                                 restrict
                                                             Provided    Recommended
 Grove Rd                      Surface car park       82        0                5           no
 Hines Meadow                     Multi-storey       1280      34*               77         yes
 Magnet Leisure Centre         Surface car park      248        13               15          no
 Nicholsons                       Multi-storey       734       28*               44         yes
 Stafferton way                   Multi-storey       576        5                35         yes
 Town Hall                     Surface car park**    111        2                7           no
 West Street                   Surface car park       59        4*               4           no
 Library                       Surface car park                                              no
 Station approach              Surface car park       64        0                4           no


    *Blue badge holders may park in standard bays for free
    **Only for use by the public at evenings and weekends


5.2.4 Bicycles
Bicycle storage facilities are provided at a number of town centre locations. These
are generally located off main pedestrian routes. They are designed and located so
as to minimise obstruction.




Parker Knight Associates Ltd
Destination Access Audit Report                                                       77


There is little information about the location of these bicycle storage areas and their
location is not included on the local tourist maps or cycle network maps.
The approach to/from the station towards the town centre was obstructed by
bicycles parked and locked against fence railing along the pedestrian route and
should be discouraged by providing adequate formal storage at the main entrance
(there is a formal bicycle store at the rear entrance).


5.2.5 Bus
Bus routes and stops within the town centre are relatively scarce. Bus stops
generally provide a standard raised kerb height with no formal raised boarding area.
Shelters had adequate weather protection and glazed panels upstream to afford
good visual field for approaching buses.
A number of bus stop flagpoles were located well in excess of the 600mm distance
from the kerb edge and lacked adequate visual contrast therefore creating an
additional pedestrian hazard.
Seating was provided at all bus stops (or adjacent to them) although again these
lacked any visual contrast with their surround.
In addition to local public transport, ‘People to Places’ are a local accessible
transport provider designed providing specialist accessible transport for disabled
people and those with mobility problems. This is a door-to-door service available
only to registered users.
Feedback from Shopmobility suggested that reasons for low use of public buses
included, inability of drivers to acknowledge the needs of disabled passengers in the
way they drive, poorly designed bus stops, lack of seating at or adjacent to bus
stops, the availability of more convenient transport such as private vehicles,
accessible taxi’s and the door to door service.


Bus stop at Maidenhead station

Getting to and finding the bus stop
    •    The bus stop is signed within the station en route to platform 1.


Waiting for the bus
    •    The bus stop is sheltered by an overhead canopy.


Parker Knight Associates Ltd
Destination Access Audit Report                                                             78


    •    One bench-style seat is provided at the stop. Seats are of an appropriate
         height (500mm), but do not visually contrast with the surroundings and arm
         rests are not provided.
    •    Sheltered space is provided adjacent to bench seating for wheelchair users
         and assistance dogs.
    •    Travel information is provided at the stop in printed form. No real-time visual
         information is provided.


Boarding the bus
    •    The pavement was sufficiently wide to accommodate the deployment of a
         wheelchair ramp.
    •    Raised bus boarding is not provided.




                           Figure 28 – Bus stop at Maidenhead station


Bus stop (High Street/Market Street)
Getting to and finding the bus stop
    •    Two bus shelters are provided at the High Street/Market Street junction.


Waiting for the bus
    •    The bus shelter is constructed mainly from glass. This allows users good
         visibility buses arriving at the stop and any external visual travel information




Parker Knight Associates Ltd
Destination Access Audit Report                                                          79


         displayed on the vehicle itself. Manifestations are present on glazed
         surfaces.
    •    Two sheltered bench-style seats are provided at the stop. Seats are of an
         appropriate height (500mm) and visually contrast with the surroundings.
         Seating with and without arm rests is provided.
    •    Sheltered space is provided adjacent to bench seating for wheelchair users
         and assistance dogs.
    •    Travel information is provided at the stop in both printed and real-time format.
         Printed information consists of large text, which visually contrasts with the
         background. A map of Windsor is provided, however, the use of small text to
         highlight key features may be difficult to read for visually impaired users. The
         printed information is located at an appropriate height for all users.
    •    Real-time information boards are appropriately positioned within the shelter
         and free from glare. Text size and colour ensure that the displays are
         accessible to all users.




                               Figure 29 – Bus shelter design

Boarding the bus
    •    During the audit, all buses arriving at the stop were wheelchair accessible.
    •    The pavement is sufficiently wide (2-3m) to facilitate the deployment of a
         wheelchair ramp.
    •    A number of factors were identified that could adversely affect access onto
         the bus:
              o A raised bus border is not provided



Parker Knight Associates Ltd
Destination Access Audit Report                                                            80


              o None of the buses arriving at the stop utilised the kneeling capability of
                   the vehicle


5.2.6 Taxi’s
The RBWM website stated that there are currently 83 Taxi cabs available within the
borough and a proportion of these are accessible.
Taxis are available at the main station and a number of Taxi ranks are around the
Town centre. During the visit no accessible Taxi vehicles were identified.
The taxi ranks were not clearly identified. When there are no accessible taxis at the
ranks, they are likely to prove difficult to identify. There was no information provided
on how to request an accessible vehicle when none are present.


Taxi rank at Maidenhead station

Finding and getting to the taxi rank

    •    The taxi rank is approximately ten metres from the principal entrance to the
         station and is appropriately signed. Parked taxis are also indicative of the
         location of the taxi rank (during the audit six taxis were parked at the rank).
    •    Users are not required to cross any vehicular routes en-route to the taxi rank.
    •    At the time of the audit, of the parked taxis, 5 were saloon cars and 1 a
         wheelchair accessible vehicle (Peugeot E7).
    •    No seating is provided at the taxi rank.
    •    No information is provided at the rank for users wishing to book a taxi or
         enquire about wheelchair accessible services.


Boarding a taxi
    •    There is limited space on the pavement adjacent to the taxi rank for the
         deployment of a wheelchair ramp, from both rear-loading and side-loading
         vehicles.
    •    Space between parked cars is limited and would not facilitate the deployment
         of a wheelchair ramp from a side-loading vehicle, e.g., Peugeot E7.




Parker Knight Associates Ltd
Destination Access Audit Report                                                            81


    •    It is envisaged that when the rank is full of parked taxis, a vehicle would have
         to move from the rank into vehicular access routes in the car park. This is
         problematic for the following reasons:
              o Would compromise passenger safety;
              o Deploying the ramp onto the carriageway would present a ramp
                   gradient that would prove difficult for some wheelchair users to
                   negotiate. Best practice guidance suggests a ramp gradient of 7º is
                   acceptable. Due to the height of many vehicle floors, this can only
                   often be achieved when the ramp is deployed onto a 125mm kerb.
              o There is no dropped kerb in close proximity to the taxi rank for users
                   wishing to move between the pavement and carriageway. Problematic
                   to gain access to a wheelchair accessible vehicle that is not able to
                   deploy the ramp at pavement level.
              o The height of the kerb is 300mm and is likely to be difficult to negotiate
                   for mobility impaired and older people. This was observed during the
                   audit.


5.2.7 Park and Ride
There is no current Park and Ride facility providing direct access to Maidenhead
Town centre.


5.2.8 Shopmobility
The Shopmobility scheme is located in the basement of the Nicholsons Multi-storey
car park off the Broadway.The scheme provides manual and powered wheelchairs
and scooters for use in Maidenhead town centre. Users of the scheme must be
registered and are advised to book in advance. A small charge is made for the loan
of the equipment.
The Shopmobility team attend a number of local events providing access to mobility
equipment in and around the attended event. Parking is free and there are twenty-
eight accessible parking bays within the multi storey car park.


5.2.9 General circulation and wayfinding
Circulation routes in and round Maidenhead Town Centre were generally level and
even. The central shopping area consists of a paved pedestrian precinct. This has


Parker Knight Associates Ltd
Destination Access Audit Report                                                         82


the advantage of restricting traffic access and improving ease of pedestrian mobility.
The disadvantage is that the pedestrianisation of the high street has in effect
increased travel distances for mobility-impaired visitors who now have to be dropped
off.
In general the pedestrian area on the high street was level and even. However there
was, one section of paving outside Topshop/MacDonalds where the paving was
noticeably uneven and likely to present a significant trip hazard to some visitors.
The rise and fall bollard at the end of the high street appeared to be inactive. This
may allow additional, unauthorised vehicle traffic to use the pedestrian area,
creating additional hazards and concerns and therefore should be rectified at the
earliest opportunity.
Parking on pavements was not considered a significant problem although it was
evident in several places during the audit.
Obstruction of pedestrian routes by vehicles, waste bins, and ‘A’ boards was evident
and can form a significant barrier to access (particularly to visually impaired visitors)
The majority of dropped kerbs in the town centre did not comply with the maximum
total rise of 6mm, although some were flush.
Dropped kerbs were generally accompanied with appropriately designed and
positioned tactile paving. The dropped kerb at the end of station approach (where it
joins King Street) lacked tactile paving and given that this is effectively at the end of
a straight run from the station.


The town centre pedestrian crossings are equipped with visual, auditory, and tactile
information about crossing. However, during the audit a significant number of
‘rotating cones’ did not appear to be functioning. The time given to negotiate the
crossings should also be reviewed on all crossings. In some cases as little as six
seconds were provided to allow pedestrians to cross a dual carriageway route.


Signage around the town centre would appear to benefit from increased visual
contrast between the sign lettering and its background. There is also occasional lack
of consistency between information presented on signposts with some destinations
suddenly being omitted, despite them not having been reached.




Parker Knight Associates Ltd
Destination Access Audit Report                                                          83


In general there were no apparent excessive crossfall gradients. Covers, gratings
and joints generally appeared to be appropriate and not likely to cause a trip hazard.
When Utilities or general street works are undertaken, care should be taken to
prevent obstruction of a pedestrian route. Where this is unavoidable appropriate
counter measures should be deployed. Such measures should include appropriate
notification; clear signage and appropriate hazard warning equipment; clear signage
of an alternative, accessible and safe routes; the provision of temporary dropped
kerbs and/or ramps where the carriage way is given to pedestrian use. Such
measures should be regularly checked for the duration of the works. During the
assessment, works were being undertaken that did not have adequate barriers
and/or warnings suitable for disabled people.


Temporary structures (such as scaffolding, skips etc) impacting upon the pedestrian
routes should also be clearly identified and alternative routes clearly marked. There
were a number of examples where this had been done appropriately.


The proliferation of bollards in an attempt to prevent pavement parking may in itself
create significant barriers, particularly to visually impaired visitors. Bollards were of a
suitable height and provided a contrasting band to improve visibility. The
proliferation of such bollards is likely to increase access issues particularly for
visually impaired visitors.
The pedestrianised approach along King Street provided a number of seating areas
although the opportunity to sit is reduced along the High Street and within the
Nicholson Centre. Although seating is provided in some areas, it often does not
include an armrest feature, which may be important for some ambulant disabled
people to assist then into and from either a standing or sitting position. The lack of
seating was raised by a number of respondents using the Shopmobility scheme.


There is no automated wayfinding equipment provided within the town centre
although there are maps provided at regular intervals and these are accompanied
by personal map dispensing machines.


There are a number of significant gradients in and around the town centre. In some
cases these gradients exceed current design guidance either because they are too


Parker Knight Associates Ltd
Destination Access Audit Report                                                             84


steep or because they are quite long (or a combination of these). It is recognised
that level changes are in some cases difficult or impractical to overcome. However,
where this has been considered and no suitable alternative identified it would be
useful for such gradients to be clearly identified, particularly in pre-visit information
and/or tourist/visitor maps.


There were few pinch points on the main circulation routes but some areas such as
the south side of the High Street, near the junction of St Ives road it narrowed to
1340mm, and the pavement to the rear of Marks and Spencer.




Parker Knight Associates Ltd
Destination Access Audit Report                                                            85


5.2.10 Retail and Eating Out
The general level of accessibility in the town centre to retail facilities is good. All the
shops within the Nicholsons Centre have level access thresholds and adequately
wide door widths. Doors to and from the Nicholson Centre are automated and
circulation space in the centre is good. The shopping mall is used as a dynamic
retail space and care should be taken to ensure retailers do not exceed their allotted
demise and therefore creating an additional trip hazard or width restriction etc. The
Nicholson centre provides ease of access to the Town’s Shopmobility service and
provides a range of accessible WC’s.


Many of the shops on the high street itself are reasonably accessible. Many of the
larger stores have adapted their entrances to provide level access and automated
entrance doors. There are a number of retailers who have not removed the physical
barrier to independent access (towards the eastern end of the high street), but
several of these have implemented advertised strategies for overcoming the
physical feature. However, more thought about reasonable adjustments is required.
Some retailers have call buttons located in inaccessible locations (either too high or
up a step) and some had signs ironically asking visitors to enquire within about the
reasonable adjustments available. Other retailers have access to their ground floor
facilities but not to their first floor facilities, which in some cases may be considered
unique facilities.


Although physical barriers to access have been addressed by a majority of retailers
there are still issues of management procedures that remain. A number of retailers,
despite having provided reasonable access into the premises then unnecessarily
restrict access by filling doorways with goods or advertising ‘A’ boards. This form of
barrier to access is then continued inside the premises by narrow aisles and tight
circulation areas with very little space for turning, restricting circulation routes and
creating potential trip hazards.


5.2.11 Public conveniences
There is a general lack of public accessible WC facilities within the town centre. The
existing facilities at the Nicholson Centre, the Town Hall, and the library have limited
access as they can only be accessed during office hours. At night and weekends the


Parker Knight Associates Ltd
Destination Access Audit Report                                                         86


general overall provision is severely restricted with many disabled visitors having to
rely on the facilities provided by the larger high street stores. The new Sainsbury’s
Food store incorporates an externally accessed wheelchair accessible WC although
it was not apparent for how long this was left unlocked. Of those accessible WC
provided none met the current design guidelines for an accessible WC.
Furthermore, none of the ambulant facilities catered for the needs of ambulant
disabled visitors or those with visual or sensory impairments.


5.2.12 Public buildings
The main library, a modern listed building is perhaps the most significant source of
visitor information. However, the library itself has no accessible parking provision. At
present the library may be accessed by a rather long (12m) and steep (1:14) ramp
to the principal entrance. It is planned to provide an alternative ramped approach
with an improved gradient for people therefore providing easier access.


There is an additional stepped entrance off St Ives Road although this also lacked
some access features (handrails on both sides, tactile warning etc.). The out of
hour’s return drop-off window is located at the head of these steps.


The Town Hall (opposite the library) has a slightly more accessible approach and a
good standard of access and circulation at the principal entrance. The entrance
redesigned in 2005 now has a customer service centre, comfortable waiting areas,
refreshments and a children's area. The re-design took the opportunity to remove
several barriers to access and the new entrance area is spacious, provides level
entry and new accessible WC facilities. The WC facilities themselves are relatively
spacious but do not comply with current accessible WC design guidance.


The facilities available at both the Town Hall and the library are only available during
opening hours.


5.3 Windsor and Eton Site Visits
5.3.1      Pre-Visit Information
Given Windsor is a tourist destination there is information about places to visit, retail
outlets, places to eat and public transport. Both printed and website information is


Parker Knight Associates Ltd
Destination Access Audit Report                                                           87


available. In relation to information regarding access and facilities, the Access Guide
is still available which is now considered out of date. A chapter within the Visit Guide
published by the RBWM has been dedicated to accessibility and provides some
information.
Pre-visit website information links included:
 http://www.visitwindsor.gov.uk/
http://www.rbwm.gov.uk
http://www.thamesweb.co.uk/windsor
http://www.windsor-berkshire.co.uk


5.3.2 Windsor and Eton Central Station
        Finding/getting to the station
    •    There are three pedestrian access routes into the station:
              o From Thames Street, through the shopping mall
              o From King Edward Court
              o From the coach park
    •    The train station is suitably signed from each of these access routes.
    •    From Thames Street, there is level access into the station, although they are
         required to negotiate an incline (gradient varies between 1:12 – 1:15, over
         approximately 25m) when first entering the shopping mall (figure 30). The
         travel distance through the shopping mall to the station is approximately
         300m.
    •    From King Edward Court, a stepped approach, ramp and lift, facilitate access
         to the train station. The stepped approach is poorly designed as it does not
         incorporate appropriate tactile indicators at the head or foot of each flight,
         highlighted nosings, or colour contrasted handrails (see figure 31). The
         handrail profile is poor. The lift is not signed or clearly visible for users when
         exiting the station at this point (see figure 32).




Parker Knight Associates Ltd
Destination Access Audit Report                                                            88




                        Figure 30                             Figure 31


    •    Steps and a through lift provide access to the train station for users
         approaching from the coach park. A through lift is one where there are two
         doors at either end of the lift cab. Through lifts remove the need for
         wheelchair users to turn around in the lift. The stepped route consists of 4 full
         flights of steps (8-10 steps per flight). No tactile indicators or colour
         contrasted nosings are provided. Colour contrasted handrails are only
         provided on one side of each flight
    •    Signage at the bottom of the lift shaft (at the coach park level) suggests that
         during certain times of the day, the lift would not be in operation, although
         these times are not specified. Users are not informed of this at platform level.
         Signage is poorly maintained Access between the coach park and the train
         station when the lift is out-of-service would therefore not be possible for
         wheelchair users, who would have to find an alternative route. An alternative
         route is not signed.




Parker Knight Associates Ltd
Destination Access Audit Report                                                          89




    Figure 32 – (left) Steps between coach park and station and (right) Lift at
                               coach park level and associated signage.


Car parking


    •    No car parking is provided specifically for use by those using the train station
         (confirmed by First Great Western attendant at the time of the audit).
    •    At the Entrance to the Shopping Mall (on Thames Street), in which the train
         station is located, 3 designated disabled parking bays are provided for blue
         badge holders.
    •    The designated disabled parking bays are approximately 500m from the train
         station ticket office. Level access is provided between the bays and the
         station entrance.


Buying a ticket


Ticket office
    •    The ticket office is clearly signed (large print and good colour contrasted text)
         and visible on approach to the station from the shopping mall.
    •    On arriving at the train station, the ticket office was closed (at 10:00am)
         despite signage indicating that on weekdays it will be open at 06:40am. A
         user at the station at the time of the audit commented that this is a particular
         problem for his son, who is profoundly disabled, and finds it difficult to use the
         ticket machines.



Parker Knight Associates Ltd
Destination Access Audit Report                                                            90


    •    The ticket counter is 1000m from the Finished Floor Level (FFL) with no
         lowered ticket counter provided for use by wheelchair users and those of
         short stature. Furthermore, the card reader would be difficult to reach for
         wheelchair users as it is located at a fixed height of 1300mm (100mm higher
         than the recommended guidance in DfT’s ‘Inclusive Mobility’ document).
    •    Induction loop technology is available.
    •    Timetable information located at the ticket office is likely to be subject to glare
         from overhead artificial lighting as it is located behind a glass screen, making
         it difficult to read.


Ticket machines
    •    Two cash/card ticket machines are provided at the station. At the time of the
         audit, one of the ticket machines was not fully functional and would not
         accept change.
    •    Some operating parts, i.e., the coin slot and upper sections of the touch
         screen are located at a height which exceeds the recommended 1200mm for
         access for wheelchair users and those users of short stature and limited
         reach.
    •    Good colour contrast between the text and background on the touch screen
         is provided (white text on a blue background) although small text size
         (approximately 10pt) and the lack of tactile feedback and auditory notification
         is likely to make these machines difficult to operate for visually impaired
         users.
    •    Whilst the menu structure was considered to be fairly simple and intuitive,
         people with learning difficulties may find them difficult to use, and therefore
         would require help from station staff. It was evident from the audit that station
         staff members are not always available to assist.




Parker Knight Associates Ltd
Destination Access Audit Report                                                               91


Passenger information


Printed information
    •    Printed information is provided at the ticket office and on the platform.
    •    Whilst text offers suitable visual contrast, the text is small (approximately
         10pt) and often italicised.
    •    Additional information such as how to book for assistance is provided.


Audible/visual information
    •    Both audible and visual information is provided at the station.
    •    During the audit, audible announcements were clear, intelligible and timely.
    •    Real-time visual information is presented on the station concourse. Text is of
         an appropriate size, and contrasts well with the background. The uncluttered
         format, and simplicity of information provided (only one service goes from this
         station) means that the information is easy to interpret.


Navigational aids
    •    A map of the shopping centre, which includes the train interchange, is located
         within the train station and specifies the location of facilities such as the
         tourist information centre, cash points, public telephones, lifts, and WC
         provision. Whilst the content of the map is accessible, the orientation of the
         map does not reflect accurately the layout of the centre from that particular
         point, and is therefore counter-intuitive and likely to be difficult to interpret.


Boarding the train
    •    Level access is provided from the ticket office to the platform. The platform is
         clearly signed.
    •    Seating is provided at intervals along the platform and is sheltered by the
         station canopy. However, the seating was cold to the touch and did not
         provide armrests. With a seat height of 600m, some users e.g., mobility
         impaired and older users, may find it difficult to sit down/rise from the seats.
         The seating does not contrast well with some adjacent surfaces as it is the




Parker Knight Associates Ltd
Destination Access Audit Report                                                             92


         same colour as the black railings in which it is integrated (see figure 33). This
         may make it difficult for Visually Impaired person’s to identify and use.
    •    Platforms do not incorporate tactile indicators to help visually impaired
         passengers to identify the platform edge.
    •    On speaking with the station assistant, First Great Western does have a
         wheelchair ramp to facilitate level access onto the train at this station. No
         wheelchair ramp was visible on the platform during the audit. Users would
         have to book assistance twenty-four hours in advance.




                                  Figure 33 – Platform seating

WC facilities
    •    No WC facilities are provided within the train station itself.
    •    WC provision, including accessible facilities/baby change room, is provided
         approximately 100m from the station within the shopping mall – “The
         Concourse”. Whilst directional signage from the train station to the WC
         provision is good, the map of the centre indicating the position its position is
         likely to be difficult to interpret (see “Navigational aids”).
    •    Once within The Concourse, there is a lack of directional signage to WC
         provision. Signs highlighting the location of the WC provision are obscured in
         a visually cluttered environment.
    •    Level access is provided to the wheelchair accessible facilities. WC provision
         for wheelchair users is accessible (reflects current Part M requirements)
         incorporating for example, suitably contrasting fixtures and fittings, adequate



Parker Knight Associates Ltd
Destination Access Audit Report                                                             93


         space for left-handed transfer, an alarm, and appropriately positioned
         handrails. In addition, a wheelchair accessible baby change table is
         provided. A RADAR key is not required to access this facility.
    •    Users are required to negotiate steps to get to the male and female WCs.
         Whilst step nosing are highlighted to denote the change in level, tactile
         indicators at the head and foot of the stairs are not provided.


Restaurants/eateries
    •    No provision has been made for restaurants/eateries within the station itself,
         although wheelchair accessible retail units, e.g., Café Nero, are located within
         the shopping mall (approximately 20m from the ticket office).


5.3. 3 Windsor and Eton Riverside Station
Finding/getting to the station
    •    Windsor and Eton Riverside station is appropriately signed from shopping
         areas i.e., Thames Street/Peascod Street. Controlled crossings are provided
         to facilitate travel to the station
    •    There are two entrances to the station:
              o Level access is provided at the principal entrance to the station on
                   Farm Yard Road.
              o A second entrance to the side of the station is provided but this does
                   not provide step-free access. There is no signage at this entrance
                   notifying users that there is an alternative step-free entrance to the
                   front of the building.
    •    At certain times (usually after 20:30pm), the accessible entrance will be
         closed, leaving only the stepped entrance/exit although on the website
         (www.nationalrail.co.uk/stations) states that the station is manned from
         6.00am until 23.59pm. If the station is staffed, assistance will be provided. A
         member of the Access Advisory Panel regularly uses the station and has
         been advised that if his expected arrival time is after the station is closed,
         then he will have to get off at Staines and use a taxi to Windsor. The train
         operator will refund the taxi fare however this journey is dependent on
         whether an appropriate accessible taxi can be identified.



Parker Knight Associates Ltd
Destination Access Audit Report                                                           94


Car parking


    •    The station car park is located approximately 150m from the principal station
         entrance.
    •    3 designated disabled parking spaces are provided. These are located at the
         entrance to the car park, thus minimising travel distances to the station.
    •    Disabled parking bays do not incorporate access zones. If all 3 parking
         spaces are occupied, it may prove difficult for users to get in and out of their
         car, especially if the user wishes to transfer to a wheelchair.
    •    The ticket machine closest to the disabled parking bays is not wheelchair
         accessible, partly due to the fact that it is located on a raised surface. The
         height to the coin slot is 1600mm.
    •    Two disabled parking spaces are located on Farm Yard Road, approximately
         5m from the accessible station entrance. These are designated for blue
         badge holders.


Buying a ticket


Ticket office
    •    The ticket office is clearly signed (large print and good colour contrasted text)
         and visible on entering the station at the principal entrance.
    •    Ticket counter is 960m from FFL with no lowered ticket counter for use by
         wheelchair users and those of short stature.
    •    Induction loop technology is available but this facility was not clearly signed.


Ticket machines
    •    Some operating parts, i.e., the coin slot and upper sections of the touch
         screen are located at a height, which exceeds the recommended 1200mm for
         access for wheelchair users.
    •    Good colour contrast between the text and background on the touch screen
         is provided (white text on a blue background) although small text size
         (approximately 10pt) and the lack of tactile feedback and auditory notification




Parker Knight Associates Ltd
Destination Access Audit Report                                                           95


         is likely to make these machines difficult to operate for visually impaired
         users.
    •    Whilst the menu structure was considered to be fairly simple and intuitive,
         users with learning difficulties may find them difficult to use, and therefore
         require help from train station staff.


Passenger information
Printed information
    •    Printed information is provided at the ticket office and on the station
         concourse.
    •    In some cases text does not contrast well with the background, and small text
         sizes (approximately 10pt) and the use of italics will make this information
         difficult to read for visually impaired users.
    •    No access-specific information was provided, e.g., how to book assistance.


Audible/visual information
    •    Both audible and visual information is provided at the stations.
    •    During the audit, audible announcements were clear, intelligible and timely.
    •    Real-time visual information is presented on a screen on the station
         concourse. Text is of an appropriate size, and contrasts well with the
         background. The uncluttered format and simplicity of information provided
         means that the information is easy to interpret. The screen is free from glare.
    •    Real-time visual information is provided on both platforms. Suitable text size
         and colour contrast ensure that this information is accessible.


Boarding the train
    •    The station concourse is a largely open space, providing unobstructed
         walkways from the ticket office to both platforms. All fixtures and fittings, e.g.,
         bollards, pillars, seating, visually contrast with adjacent surfaces. Excessively
         patterned surfaces and reflective surfaces are avoided.
    •    Level access is provided from the ticket office/station concourse to the
         platforms. The platforms are clearly signed.




Parker Knight Associates Ltd
Destination Access Audit Report                                                           96


    •    Colour contrasted accessible seating, including arm rests, is provided at
         intervals along platform 1 (see Figure ) but not platform 2. Both platforms are
         sheltered.
    •    Platforms do not have tactile indicators to help visually impaired passengers
         to identify the PTI.
    •    Wheelchair ramps were present on both platforms (see figure 34).
    •    Help points with induction loop technology are provided on both platforms,
         but these were not tested as part of this study.




 Figure 34 – Configuration of platform 1 at Windsor and Eton Riverside station


WC facilities
    •    A Unisex wheelchair accessible WC, which reflects current design guidance,
         is provided. The signage to this facility is less conspicuous than the signage
         for the standard male and female WC provision (see Figure 5).
    •    The clear space in front of the accessible WC is tight (less than
         1500mmx1500mm) and likely to be difficult for some wheelchair users to
         negotiate. This information is not available pre-visit. At the time of the audit,
         the door to the accessible WC was stiff and as a result extremely difficult to
         close. This is likely to cause wheelchair users and those people with limited
         mobility, difficulties.




Parker Knight Associates Ltd
Destination Access Audit Report                                                         97


    •    The wheelchair accessible WC uses a RADAR key. For users who do not
         have a RADAR key, staff at the ticket office will facilitate access. However, it
         should be noted that when the station is not staffed, this facility would be
         unavailable to users who do not have a RADAR key. This information was
         not made available to the public.
    •    The wheelchair accessible WC incorporates a wheelchair accessible baby
         change table. Visual contrast of some fixtures and fittings was poor.




                                  Figure 35 – WC provision

Restaurants/eateries
    •    Two restaurants/eateries are provided on the station concourse. These do
         not have lowered counters.


5.3.4 Car Parking
Within Windsor there are a number of parking facilities available in addition to limited
on street parking. The majority of the car parks are managed by RBWM with King
Edward Court Multi storey, Windsor Riverside Station and Thames Street car park
managed privately.


Many of the car parks had no designated disabled parking provision although people
were advised that they could park in standard bays however it should be recognised
that the additional space provision offered by a designated accessible parking bay is




Parker Knight Associates Ltd
Destination Access Audit Report                                                           98


often a necessity for many disabled visitors (ambulant and non-ambulant). For Blue
Badge holders the RBWM does not charge for parking.


The number of designated disabled parking bays available is relatively low and
below the recommended 6% for general use parking (see figure 36).


Figure 36
                                                              No of designated disabled
                                                   No of                                  Height
 Location                             Type                        accessible spaces
                                                   spaces                                 restrict
                                                             Provided      Recommended
 Alexandra Gardens             Surface car park     198         2/3             5
 Alma Road                     Surface car park     101          0              6
 DIALS                            Multi-storey *    250
 East Berks College            Surface car park*    112          2              7
 Home Park Park & Ride         Surface car park     141          4              8
 King Edward Court                                           Min.6 at
                               Multi-storey                                                yes
                                                            shopmob.
 King Edward VII               Surface car park     192          0              11
 River Street                  Surface car park     145          3              8
 Romney Lock                   Surface car park     94           0              5
 Victoria Road multi storey       Multi-storey      206          4              12         yes
 Windsor Library               Surface car park     15           7              1
 Windsor Leisure Centre        Surface car park     249     5 identified        15         yes
 York House                    Underground car
                                                     92          2              5          yes
                                     park**
 Eton Court                    Surface car park     57           1              3
 Meadow Lane, Eton             Surface car park     48           0              3          yes
* Only available at weekends
** Only available at weekends and evenings


A number of issues were identified in relation to parking facilities within Windsor
including;
•        Where designated disabled parking bays were identified, surface markings
         did not reflect current design guidance in relation to the marking of an access
         zone at the rear of bay .The only exception was parking bays in King Edward
         Court multi storey which has been recently refurbished



Parker Knight Associates Ltd
Destination Access Audit Report                                                         99


•        In some car parks (Home Park for example) the designated disabled parking
         bays did not reflect the correct dimensions
•        In some car parks, disabled parking bays markings were fading
•        Access to the parking meters was in some cases via a single step and not
         considered fully accessible, this is not considered a high priority because
         currently RBWM policy is that Blue Badge holders do not pay for parking
•        Some of the controls on the parking meters were in excess of 1200mm, with
         the height further increased if the meter was raised. Current design guidance
         recommends that ticket dispensers should be between 750mm and not more
         than 1200mm above ground level.
•         The drop kerbs providing access from the two designated parking bay to the
         path in Alexandra Gardens were considered excessively steep (in excess of
         1:6) and did not meet current guidance
•         Within the Alexandra car park there is an information board displaying a large
         map of Windsor identifying key visitor attractions however the map is out of
         date as the previous location of the tourist information centre is indicated, not
         the current location. Also information is at a height difficult for a person
         seated or of short stature to access.
•        The location of designated disabled parking bays should also consider the
         pedestrian routes and means of access to and from the parking areas. For
         example the vehicle access route to Home Park there are a number of
         significant speed humps installed along the route, travelling in a vehicle
         negotiating the speed humps is not always comfortable for a disabled person
         to travel over.
•        With the exception of the six Shopmobility spaces, blue badge parking in King
         Edward Court is not free. The disabled parking spaces are often empty; this
         increases pressure on the other car parks where Blue Badge users park for
         free.




Parker Knight Associates Ltd
Destination Access Audit Report                                                        100




                       Figure 37 – River Street Disabled parking spaces


5.3.5 Taxis
Taxi rank at Windsor and Eton Riverside Station
Finding and getting to the taxi rank
    •    The taxi rank is located approximately 1m from the principal entrance to the
         station. There is space for two taxis to wait. Users are not required to cross
         a vehicular route to access the taxi rank.
    •    The taxi rank is clearly signed, but there are no taxi firm numbers presented
         at the rank and no information regarding booking an accessible vehicle.
    •    The train station staff confirmed that they could provide taxi numbers for firms
         that operate wheelchair accessible services. However, they can only do this
         when the station is staffed.
Boarding a taxi
    •    During the audit a mixture of taxi vehicles used the taxi rank, including saloon
         cars and wheelchair accessible vehicles i.e., black cab.
    •    The pedestrian walkway adjacent to the taxi rank is narrow (1100mm) and
         unlikely to be suitable for the deployment of a wheelchair ramp (see Error!
         Reference source not found.38). Whilst the width of the pavement is
         greater at the principal entrance, deploying the ramp at this point would be an
         obstruction to passenger flows. In both cases, space for negotiating onto a
         wheelchair is not suitable.
    •    Seating is not provided at the taxi rank. The width of the pedestrian footway
         would not accommodate seating adjacent to the taxi rank.



Parker Knight Associates Ltd
Destination Access Audit Report                                                            101




         Figure 38 – Lack of space for the deployment of a wheelchair ramp

Taxi rank (Thames Street)
Finding and getting to the taxi rank
    •    The taxi rank is located directly opposite the principal entrance to the
         shopping mall on Thames Street. The taxi rank is approximately 200m from
         the station ticket office.
    •    The taxi rank is poorly signed, and street furniture (e.g., planters and
         signage) located on the approach to the taxi rank from the shopping centre
         obstructs sightlines to this facility. As a result, the location of the taxi rank is
         not immediately obvious. However, the presence of taxis at the rank during
         the audit helped to highlight its location (see Figure 39).
    •    An uncontrolled crossing facilitates access to the taxi rank and is located only
         approximately 15 m from the rank. Tactile paving was provided at this
         crossing (see Figure 39).
    •    An attendant at the tourist information centre suggested that if there are no
         wheelchair accessible taxis at the rank there is a number to call, displayed at
         the rank, from which these services can be booked. Whilst a taxi firm number
         was provided at the rank, there was no mention of wheelchair accessible
         services. Tourist information provided a number for another taxi firm who
         operate wheelchair accessible vehicles.




Parker Knight Associates Ltd
Destination Access Audit Report                                                        102




 Figure 39 – (left) Poor signage at the taxi rank and (right) use of tactile paving
                           at uncontrolled crossing on Thames Street
Boarding a taxi
    •    During the audit a mixture of taxi were present at the taxi rank including
         saloon cars and wheelchair accessible vehicles such as the black cab and
         adapted vehicles, for example, the Peugeot E7.
    •    Seating is provided at the taxi rank, although this was not specifically for use
         by those waiting for a taxi. The seating was not sheltered and lacked arm
         rests.
    •    Sufficient space is provided for the deployment of a wheelchair ramp onto the
         pavement without obstructing pedestrian flows.

5.3. 6 Bus stop (Thames Street)
Getting to and finding the bus stop
    •    A double-bay bus stop is located approximately 5m from the principal
         entrance to the shopping centre on Thames Street.


Waiting for the bus
    •    The bus shelter is constructed mainly from glass. This allows users good
         visibility of buses arriving at the stop and any external visual travel
         information displayed on the vehicle itself. Manifestations are present on
         glazed surfaces but are not particularly effective and do not comply with
         current best practice guidance.




Parker Knight Associates Ltd
Destination Access Audit Report                                                           103


    •    Two sheltered bench-style seats are provided at the stop. Seats are of an
         appropriate height (500mm), visually contrast with the surroundings and are
         not cold to the touch. However, armrests are not provided.
    •    Sheltered space is provided adjacent to bench seating for wheelchair users
         and assistance dogs.
    •    Travel information is provided at the stop in both printed and real-time format.
         Printed information consists of large text, which visually contrasts with the
         background. A map of Windsor is provided, however, the use of small text to
         highlight key locations may be difficult to read for visually impaired users.
         The printed information is located at an appropriate height for all users, but is
         partially obstructed by a supporting pillar within the shelter.
    •    Real-time information displays are appropriately positioned within the shelter
         and free from glare. Text size and colour ensure that the displays are
         accessible to all users.


Boarding the bus
    •    During the audit, all buses arriving at the stop were wheelchair accessible.
    •    A number of factors were identified that could adversely affect access onto
         the bus:
              o A raised bus border is not provided;
              o Cars parked in bus bays prevented the bus from pulling up close to the
                   kerb. Users were required to step onto the carriageway before
                   stepping onto the bus. This significantly increases the stepping height
                   into the vehicle (particularly problematic for mobility impaired people),
                   affects the usability of the wheelchair ramp significantly, and
                   compromises the safety of passengers.




Parker Knight Associates Ltd
Destination Access Audit Report                                                              104




Figure 40 – (left) Cars parked in bus bay and (right) printed information at the
bus stop


5.3.7 Windsor Coach Station
Finding and getting to the coach park
    •    Users can gain access to the coach park via a number of pedestrian routes.
         For the purposes of this audit, only the route through the train station and
         shopping mall is considered as this route experiences the greatest footfall
         and is the most direct route to the town centre.
    •    The pedestrian route between the coach park and Windsor and Eton Central
         station consists of a stepped route and a through lift. As discussed in section
         1 there are a number of accessibility issues with this arrangement. These are
         summarised here:
              o No tactile indicators or colour contrasted nosings are provided on the
                   stepped access route. Colour contrasted handrails are only provided
                   on one side of each flight (see Error! Reference source not found.).
              o Signage at the bottom of the lift shaft (at the coach park level)
                   suggests that during certain times of the day, the lift would not be in
                   operation, although these times were not specified. Users were not
                   informed of this at platform level. Signage is poorly maintained (see
                   Error! Reference source not found.).
    •    Dropped kerbs are provided at intervals throughout the coach park to allow
         wheelchair users arriving by coach to move between the carriageway and
         pavement.




Parker Knight Associates Ltd
Destination Access Audit Report                                                           105


    •    At platform level, on exit from the walkway to/from the coach park, there is no
         signage directing people to the shopping centre. Furthermore, there is no
         signage at platform level indicating that there is lift access to the coach park.
    •    The retail area at the coach park provides users with appropriately designed
         seating (see figure 41).




    Figure 41 – (left) Retail area at the coach park and right) WC provision and
                               poorly signed attendants office


Car parking
    •    Car parking is provided within the coach park but there are no designated
         disabled parking bays. Blue badge holders are exempt from parking charges.
    •    Dropped kerbs provide level access to ticket machines.



WC facilities

•        Two wheelchair accessible WCs are provided at the coach park. The facilities
         reflect current design guidance in relation to internal dimensions but not in
         relation to fixtures and fittings. There is a lack of a drop down rail in both
         facilities and they both offer a left handed transfer. Both male and female WC
         provision incorporates accessible baby changing facilities.
•        WC provision is well signed.
•        Accessible WC can be accessed with a RADAR key. For users who are not
         in possession of a RADAR key an attendant is available to unlock the



Parker Knight Associates Ltd
  Destination Access Audit Report                                                       106


           facilities, although users are not informed of where to go if they require
           assistance. The attendant’s quarters are not signed (see Figure 47).
      •    Wheelchair accessible WCs are only available between the 8:00 and
           18:00hrs


5.3.8 Park and Ride
  Home Park ‘Park and Ride’ Facility
           The bus service runs from the car park to the Guild Hall every 15-20 minutes
           from 07.00hrs to 19.00hrs, Monday to Friday no fare is charged
           Service is run by Courtney Coaches on behalf of the RBWM
           The bus used was accessible with an integral ramp and designated
           wheelchair space however the infrastructure at the car park would not permit
           the use of the ramp safely
           The bus stop did not have a raised pedestrian area therefore passengers
           could not benefit from the reduced step height if accessing the bus from a
           pavement height i.e. 125mm to 140mm
           Since the revised parking charges in King Edward Court many people who
           work in Windsor are now using this facility


  Legoland ‘Park and Ride’ Facility to Windsor Town Centre
      •    park and ride facility to Windsor via a scheduled bus service operated by the
           First Group (bus service 191/701/702)
      •    park and ride service signposted from A332 after exiting the M4
      •    area for parking just off the A332 before the park entrance
      •    bus stop by Legoland Staff Entrance
  Getting to car park
      •    Pedestrian route from bus stop to parking area, approximately 100m in
           distance with a slight incline
      •    Crossing point with drop kerbs to cross access road to Legoland. On date of
           site visit ,‘A board’ was located on pavement (see figure 42)
      •    Pinch points on route by gate, 960mm in width
      •    Large surface car park with unsealed finish managed by RBWM




  Parker Knight Associates Ltd
Destination Access Audit Report                                                      107




                   Figure 42 - Legoland Park and Ride Facility


Car Park spaces
    •    No defined spaces with no designated disabled parking spaces
    •    Unsealed surface
    •    Undulating uneven surface
Ticket Machines
    •    Parking is free
Bus stop
    •    Covered shelter with seating with no arms and space for
         wheelchair/pushchair/assistance dog user
    •    Kerb height 120mm
    •    Adequate space for ramp to be lowered and wheelchair user to access bus
         by bus stop
    •    Minimum path width 1000m


5.3.9 General Circulation and Wayfinding
Windsor Castle is located on a steep hill with the town developing around the castle
area therefore there are a number of significant gradients in and around the town
centre. In some cases these gradients exceed current design guidance either
because they are too steep or because they are quite long (or a combination of
both). It is recognised that level changes are in some cases difficult or impractical to
overcome.


Parker Knight Associates Ltd
Destination Access Audit Report                                                         108




Particular areas where the gradient was considered steep which maybe considered
a barrier for some people include parts of the Thames Street , Peascod Street
(Castle end), River Street and the approach to the Castle. Where consideration has
been given and no suitable alternative identified it would be useful for such gradients
to be clearly identified particularly in pre-visit information and or tourist/visitor maps.
Other historic towns (for example York, Winchester) faced with similar barriers have
developed specific routes suitable for people with limited mobility.


Some circulation routes in and round Windsor town centre were considered
generally level and even, particularly King Edward Shopping Centre, Royal Windsor
Shopping centre, Eton High Street and St Leonards Road. King Edward Court also
benefits from the provision of a lift, ramped and stepped approach to provide access
to the station area. Parts of the central shopping area consists of a paved pedestrian
precinct, this has the advantage of restricting traffic access and improving ease and
safety of pedestrian mobility, however vehicular access along Peascod Street is still
permitted before 11am and after 4pm for deliveries. Between those times
pedestrians need to be aware of vehicles.


Unfortunately, with vehicles still accessing this street, this affects the durability of the
pedestrian environment and can damage surfaces. There are examples along
Peascod and the High Street of damage to the surface where a temporary repair
has been carried out, filled with tarmac but still with surfaces raised presenting as a
potential trip hazard.




Parker Knight Associates Ltd
Destination Access Audit Report                                                    109




    Figure 43 – Thames Street pavement repairs and signage and on right
    Peascod Street deliveries


The downside to pedestrianisation of the high street environment leads to increased
travel distances for mobility impaired visitors however Windsor benefits from an
established Shopmobility scheme to provide people with assistance to access the
town centre areas where vehicular access is not possible.


In general the pavements were considered to be level and even offering a good
surface however in a few areas the pavements were in a poor state of repair.
Pavement width appeared adequate in the main shopping areas however a reduced
pavement width was in evidence along Eton High Street and St Leonards Road.
Current guidance recommends a clear width of 2000mm, which will allow two
wheelchair users to pass one another with a minimum of 1500mm. The width along
Eton High Street and St Leonards Road in places was only 1000mm. The pavement
width was not always maximized due to a range of obstructions ‘A’ boards, litterbins,
planters which can form a significant barrier to pedestrians. Around the town centre
there was evidence of a range of obstructions along pedestrian routes, these can
present as barriers to people with a range of impairments and should be avoided.
Sections of the pedestrian route to the River Street car park, for users approaching
from the Windsor Riverside station (along Thames Avenue) are partially obstructed
by trees. This significantly reduces the clear unobstructed width of the pavement to
600mm and therefore may prove difficult to negotiate for wheelchair users.




Parker Knight Associates Ltd
Destination Access Audit Report                                                  110


Furthermore, the uneven walkways around the trees are a potential trip hazard for
pedestrians, particularly visually impaired people (see figure 44).




Figure 44 – Pedestrian routes to River Street car park from Windsor and Eton
                                      Riverside Station

Parked bicycles can also become a barrier even when parked at appropriate racks.




                                  Figure 45 Bicycle parking


The area known as ‘Guildhall Island’, access for some people maybe problematic
with a lack of dropped kerbs and cobbled streets, any improvements maybe difficult
because of the historic nature of the environment. Again the pedestrian environment
is hindered by table and chairs located on the pavements.



Parker Knight Associates Ltd
Destination Access Audit Report                                                        111


The proliferation of bollards around the town centre area in an attempt to prevent
pavement parking and address security issues may in itself create significant
barriers, particularly to visually impaired visitors. The majority of bollards, were of a
suitable height but did not always provide a contrasting band to improve visibility as
per current guidance. Some bollards were not highly visible against their
background and again pose as a potential barrier for example a grey bollard outside
East Berkshire College on St Leonards Road. The proliferation of such bollards is
likely to increase access issues particularly for visually impaired visitors. Some rise
and fall bollards were below the recommended height of 1000mm and therefore may
not be clearly identified. Examples the pedestrian route to Royal Windsor Shopping
from the High Street and also the entrance to Alexandra Gardens from Goswell
Road.


The town centre pedestrian crossings are equipped with visual, auditory, and tactile
information about crossing. The crossing controls are recessed and therefore not
always accessible to some people with limited dexterity, newer controls are now
available which enable a person with limited dexterity to operate with a fist. The time
given to negotiate the crossings should also be reviewed on all crossings to ensure
there are adequate timings. Many of the pedestrian controlled crossings within
Windsor town centre either had no tactile indication or inappropriate tactile indication
for a crossing. Some crossings had tactile on one side and not the other for example
the junction of St Leonards and Albany Road, others with none at all junction of
Sheet and Victoria Street. Tactile paving surfaces are used to convey important
information to visually impaired pedestrians if the information is incorrect or absent a
visually impaired person cannot benefit from the provision of a safe place to cross or
think it is a safe place to cross when in fact it is not. Care also needs to be taken to
ensure a height difference is maintained between the kerb and highway unless it is a
drop kerb. Along Thames Road the pavement narrows and for a short distance is
close to being flush with the highway. People with a visual impairment are
dependent on a defined kerb for orientation.


There were also places in the town centre where tactile paving had been installed in
the configuration for a controlled crossing when in fact it was just a drop kerb for
example River Street and the upper end of Peascod Street. It could be that a


Parker Knight Associates Ltd
Destination Access Audit Report                                                          112


controlled crossing may have been there in the past and when removed adjustments
to the tactile paving were not instigated.
Generally pedestrian routes throughout the town centre areas had appropriate
dropped kerbs when crossing a highway and were accompanied with appropriately
designed and positioned tactile paving. The dropped kerb on the corner of Maderia
Walk the gradient was considered excessive (greater than 1:6) and a potential
hazard. Also along the Datchet Road on the Station side there was a lack of a
dropped kerb on the route to Home Park and in Eton on the pedestrian route to the
College at the junction of Baldwins Shore and Sun Close.


Signage around the town centre was predominantly directional and consisted of
posts at key decisions points however at some decision points there was a lack of
wayfinding information, for example lack of signage to Shopmobility. The signage
comprised of sentence case, darker text on a white background providing good tonal
contrast however there was limited use of pictograms. Pictograms and plain English
are not just beneficial to people with learning difficulties but to people whose first
language is not English given that Windsor and Eton is a busy tourist area everyone
can benefit from good signage.


Each post contained a significant amount of directional information to interpret,
possibly too much. Some of the posts had been damaged therefore the directional
information would not appear as accurate. Also some information had been painted
out, but the raised letters still appeared, again confusing the situation. The majority
of information was at a high level apart from the Directory Boards on entering the
Royal Windsor Shopping area. Some of the signage was obscured by adjacent
displays. There is no audible automated way finding system provided within the
town centre. There are maps provided of Windsor town centre at a variety of
locations.


In general there were no apparent excessive crossfall gradients. Covers, gratings
and joints generally appeared to be appropriate and not likely to cause a trip hazard.




Parker Knight Associates Ltd
Destination Access Audit Report                                                       113


5.3.10 Retail and Eating Out
Within Windsor there are a number of retail and eating out areas. King Edward
Court has recently undergone significant redevelopment and now has a number of
high street retailing outlets, a food store, hotel and eating out places located within a
pedestrianised area which all offer a good level of access. Windsor Royal Shopping
is located within the old Windsor Royal Station and offers a range of smaller
specialist shops and places to eat in a pedestrianised environment again all offering
a good level of access. The retail space within the Royal Shopping area is used as a
dynamic retail space and care needs to be taken to ensure that retailers do not
exceed there allotted demise and therefore creating an additional trip hazard or
width restriction etc. Within the Royal Shopping area there are a number of places to
eat with centrally located WC facilities including an accessible facility. Some of the
places to eat have their own accessible WC facilities however management
procedures in place do not always optimise the accessible facilities (see figure 46)


The High Street opposite Windsor Castle offers a range of shops, banks and places
to eat. There are examples of a number of banks providing a good level of access
ramped and stepped approaches, aids to communication. A number of places to eat
along the High Street, predominantly well known high street chains, clearly advertise
their accessible facilities and that assistance dogs are welcome. Some places to eat
have WC facilities upstairs only, and were unable to indicate the nearest accessible
provision.




               Figure 46 - accessible WC facilities poor management,
                               good access into Bank


Parker Knight Associates Ltd
Destination Access Audit Report                                                       114


Off the High Street is Peascod Street, a street with a number of familiar high street
retailing outlets. The street has restricted vehicle access after 11.00am until 4.00pm.
At the top of Peacod Street there are a few shops with stepped access. At the
bottom of Peascod Street, St Leonards Road is an area with a range of smaller
independent retail units including a number of places to eat. A number of shops did
not offer good access.


From Windsor Bridge to Eton College, Eton High Street offers a range of small
independent and specialist retail outlets and places to eat. A number of shops did
not offer good access.


Since the legislative changes principally the Disability Discrimination Act many of the
shops/places to eat in Windsor have improved their access by adapting their
entrances to provide level/ramped access. In addition when works carried out by the
Local Authority in relation to pavements, if slight level changes exist the pavement
has been ramped to improve access, the Theatre Royal entrance is an example of
this. This however is not always possible due to restrictions, primarily listed building
status. An example is Jones, a shoe shop in Peascod Street, which is accessed via
two high steps. This type of access is problematic for people with mobility
impairment and also pushchair users. The service provider is unable to overcome
this physical barrier as the building is listed. However they serve their customers
who are unable to access facilities on the street.


Many of the larger stores have adapted their entrances to provide level access and
automated entrance doors, some with accessible WC facilities for example
Waitrose.


There are a number of retailers who have not removed the physical barrier to
independent access (Eton High Street, St Leonards Road, Peascod Street, High
Street) however some of these have implemented advertised strategies for
overcoming the physical feature. Some retailers had call buttons located in
inaccessible locations (either too high or up a step). However, more thought about
reasonable adjustments is required with greater understanding of the disabled
customer.


Parker Knight Associates Ltd
Destination Access Audit Report                                                        115




Although physical barriers to access have been addressed by the majority of
retailers there are still issues of management procedures that remain. A number of
retailers, despite having provided reasonable access into the premises then
unnecessarily restrict access by filling doorways with goods or advertising ‘A’
boards. This form of barrier to access is then continued inside the premises by
narrow aisles and tight circulation areas with very little space for turning or
encroaching on circulation routes creating potential trip hazards.


5.3.11 Public Conveniences
There are a number of public accessible WC facilities located within Windsor town
centre however the majority of facilities did not reflect current design guidance in
relation to either room dimensions or fixtures and fittings or both. As an example the
two accessible WCs located at the Coach Park met the current internal dimensions
but did not have a drop down grab rail and were both for left handed transfers.
Given the high number of visitors arriving at the Coach Park, this maybe their first
stopping off point on arrival and first impression of Windsor. The majority of the
facilities were a unisex provision enable carers of the opposite to assist, exceptions
was the provision at Victoria Street Car Park.


Many of the facilities were not accessible during the evenings and this could be
restrictive for some visitors. Only one facility in River Street is accessible twenty-four
hours a day but is dependent on a person having access to a RADAR key.
Furthermore, none of the ambulant facilities catered for the needs of ambulant
disabled visitors or those with visual or sensory impairments.


There are no ‘Changing Room’ type facilities available in Windsor and Eton.
Signage and information regarding facilities was not always clear.


Access to a good level of accessible WC facilities is particular important for people
with a range of impairments and this type of facility is not exclusively used by
wheelchair users, for example some blind and partially sighted people will use an
accessible WC as it has a standard layout, easy to know where the basin is in
relation to the toilet pan. Furthermore with some Restaurants in Windsor not having


Parker Knight Associates Ltd
Destination Access Audit Report                                                           116


accessible facilities a person’s only option maybe a public facility where a number
may be closed during the evening.


It was apparent that increasingly larger stores are improving their WC facilities for
example the new Waitrose Store in King Edwards Shopping Centre has an
accessible facility.


It is also important to consider that if an accessible WC facility doubles up as a baby
changing facility, people waiting to use the WC facility can often face delays if there
is no other baby changing provision.


Access to the facility is equally as important as space and fixtures and fittings within
it, for example the accessible WC provision at Home Park is accessed via a steep
ramp with a gradient of 1:8. Also security within the immediate environment needs to
be considered which will include adequate lighting.


An example of a public convenience
River Street - WC facilities
    •    A wheelchair accessible WC is located approximately 2-5m from the
         designated disabled parking bays.
    •    Internal dimensions are in excess of current guidance although fixtures and
         fittings do not reflect current guidance
    •    The WC can be opened with a RADAR key. Those users who do not own a
         RADAR are required to seek assistance at the attendant’s office. However
         this office is on the 1st floor of the WC block and requires users to negotiate a
         flight of stairs prohibiting wheelchair access. There is no call button at the
         accessible WC from which users could request assistance.
    •    Stepped access to the attendant’s office lacks colour contrasted nosings and
         tactile indicators at the head and foot. The attendant’s office is not signed
         see figure 47 .
    •    During the audit, it was discovered that there is in fact no attendant present
         for six months of the year. During this time, the accessible WC will be
         unavailable to users who not have a RADAR key.



Parker Knight Associates Ltd
Destination Access Audit Report                                                      117




    Figure 47 – Stepped access to poorly signed attendant’s office




5.3.12 Public Buildings
The main public buildings in Windsor offer a reasonable level of access by providing
ramped and stepped approaches to principal entrances, lower counter tops with
induction loops and accessible WC facilities on the ground floor. One concern
highlighted by both the questionnaire and site visits was the lack of Blue Badge
parking close to York House, the only available parking is an on street bay on Sheet
street, some walking distance from the principal entrance.


The one building that experiences poor access is the historic Guildhall, a listed
building located in the High Street, which is used for meetings, which can include
members of the public. The only means of access to the meeting rooms other than
the stairs is via a seated stairlift, which cannot be accessed by everyone.




Parker Knight Associates Ltd
Destination Access Audit Report                                                        118


5.4 Dorney Lake




                                                source: www.dorneylake.com
                                       Figure 48
5.4.1 Pre-visit information
Pre-visit information is available from the centre website.
This information provides very limited information about site facilities, their location,
or the level of access.
Homepage does not comply with all of the automatic and manual checkpoints of the
W3C Web Content Accessibility Guidelines, and requires repairs and manual
verification.


5.4.2 Transport access to Dorney Lake
Pedestrian access
The lake can be accessed via the river Thames path, although this is a significant
distance from Windsor and Eton. There is also pedestrian access onto the site from
Dorney Court an adjacent village.


Private vehicle access
Dorney Lake is accessed via Junction 7 of the M4 and then the A4 towards
Maidenhead, Lake End Road going south, then off onto Court Lane with an
alternative exit route onto Marsh Lane. From the site entrance the main car park and
building is approximately one and a half miles. The car park is not clearly signposted
and the car park itself, although surfaced does not have parking bays marked out.




Parker Knight Associates Ltd
Destination Access Audit Report                                                     119


There is a lack of accessible parking bays, which are clearly identified from the
principal entrance.




                                  Figure 49 – Car Park


Public Transport access – Train
The Olympic authority intends to severely restrict access to Olympic sites by private
vehicles and therefore it is likely that public transport via the nearby mainline
stations of Maidenhead, Taplow, and Windsor stations will be relied upon.


Slough, Burnham, Taplow and Maidenhead are on the main line West from
Paddington Station, London. '125' trains take some seventeen minutes to Slough
(next stop Reading). Other trains, with variable stopping patterns, take twenty-five or
forty minutes.


Waterloo Station, London, serves Windsor & Eton Riverside Station with stopping
trains taking about an hour. (Note: this station should not be confused with Windsor
& Eton Central Station, which is on a branch from the Paddington/Slough line
mentioned above).


Public vehicle access - Bus
There are no local bus services serving Dorney Lake directly. However, it is
anticipated that specialist event bus transport will be arranged to transport
participants and spectators to and from local transport hubs.




Parker Knight Associates Ltd
Destination Access Audit Report                                                        120


Public vehicle access – Taxi
There are ranks at most local stations. Depending on which station you arrive at, the
journey is likely to cost between £12 to £15 at 2005 rates.


Access around Dorney Lake site
The site itself is relatively level with only very gradual height changes.
The lake itself is encircled by a 3m wide, level bitumen track around the lake.
There is limited signage on the approach




Figure 50 External lake path                                 Island lake path


What alternative access routes are to be considered. Previously routes involving the
adjacent Thames river bank, Windsor Race course (and an accessible means of
river crossing) etc.


The 2006 FISA World Rowing Championships and the 2005 Rowing World Cup
were hosted and organised by the Amateur Rowing Association (ARA) and held at
Dorney Lake. Following these events ‘wash up’ reports were written outlining
successes and failures of the event organisation. In information provided to us by
the Amateur Rowing Association a number of issues were identified including:
              -    Off site transport was under resourced and unreliable as a result
              -    Water based transport not suitable for athleles using crutches
              -    Athletes moved en masse rather than using a shuttle service which put
                   additional strain on the transport provision
              -    Use of Windsor Race Course presented problems for the coaches
              -    Traffic congestion mainly entrance roads to Dorney and A4


Parker Knight Associates Ltd
Destination Access Audit Report                                                         121


              -    Public transport from Taplow and Windsor and Eton Riverside railway
                   stations


It is recommended that these reports are reviewed in detail to provide some insight
into potential shortcomings.


5.4.3 Access to on site facilities
A full audit of the main building was beyond the remit of this report.
In discussion with centre staff and after an informal walk around the building it was
established that a number of access concerns exist.
These include:
         Inaccessible stepped access (spiral staircase with open risers and difficult to
         grip hand rails, combination of passenger lift and stair lift options required to
         access all areas, internal split levels, difficult to approach accessible WC
         layouts etc)
         WC facilities design as an assisted layout and difficult to access off corridor
         with sliding door
         Lack of adequate visual contrast between fixtures and fittings in WC
         Lack of seating around the site (none)
         Spiral staircases with open risers (also internal staircase)
         Limited signage about accessible routes
         Split levels within the main building. Not all areas accessible from all areas.
         No accessible changing facilities for participants!




Figure 51 Lack of visual contrast in WC             Spiral staircase with open risers


Parker Knight Associates Ltd
Destination Access Audit Report                                                     122


5.4.4 Points to consider for event facilities at Dorney Lake:


Pre-visit information
         accessible website
         BSL information video online


Tickets, Bookings and Reservations
         accessible website
         accessible applications forms
         Guidance information in accessible formats
         sensitive to the needs of sensory impaired
         detailed layout information how accessible seating is and proximity to WC’s
         programme and other related info in accessible formats
         Discounts for assistants


Information about available facilities
         What is seating like, where is it?
         Wheelchair accessible WC’s (temporary additional portaloo facilities)
         Where are WC’s located
         Circulation issues
         Access to changing facilities
         Unique facilities accessible
         Accessible catering or vending facilities
         Charging points for wheelchairs and scooters
         Relief area for assistance dogs to be toileted
         Disability awareness training for volunteers and management / organisers
         Induction loops at information points
         Accessible viewing platform / areas (means of evacuation?)
Sound, Lighting and other technology
         To what extent is the public address system information accessible
         Is it sensitive to the needs of sensory impaired visitors? Visual
         (screens/interpreters) Palantypist




Parker Knight Associates Ltd
Destination Access Audit Report                                                        123


Further information and reference material:


http://www.attitudeiseverything.org.uk/
http://www.eventmobility.org.uk/
http://www.mobimatcivilaccessdeschamps.com/uk/outdoor_pathways.php


5.5 Taplow Station
Pre-visit Information
Available from www.nationalrail.co.uk/stations/.


Finding/getting to the station
    •    Taplow station is signed from the A4
    •    There are two entrances to the station, level access is provided at the
         principal entrance to the station
    •    A second entrance on the other side of the station is provided but this does
         not provide step-free access, single step to overcome
    •    Vehicular access to both sides of the station
    •    Station managed by First Great Western and is only manned Monday to
         Friday between 6.20am to 1.14pm. The station is on the main line route from
         London Paddington to the West Country.


Car parking
    •    There is a small station car park located on both sides of the platforms
    •    No designated disabled parking spaces are provided.


Buying a ticket
Ticket office
    •    The ticket office is manned only each morning, not open when visited
    •    Ticket machines available on Platform 1


Passenger information
Printed information
    •    Printed information is provided at the ticket office and on the station platform



Parker Knight Associates Ltd
Destination Access Audit Report                                                         124


    •    In some cases text does not contrast well with the background, and small text
         sizes (approximately 10pt) and the use of italics will make this information
         difficult to read for visually impaired users.
    •    No access-specific information was provided, e.g., how to book assistance.


Audible/visual information
    •    Both audible and visual information is provided at the stations.


Boarding the train
    •    Four platforms at the station, all can be accessed via a footbridge, two
         platforms are accessed from parking area either side of station
    •    Level access is provided from the ticket office to one platform (to London
         Paddington).
    •    Platform to Reading is accessed via the footbridge
    •    Seating, including arm rests, is provided at intervals along platform
    •    Platforms do have tactile indicators to help visually impaired passengers to
         identify the Platform Train Interface.
    •    Wheelchair ramp was present on platform 1
    •    Footbridge has good contrasted nosings on the steps


    WC facilities
     • Only available when station is manned due to vandalism
     • Not aware of any accessible provision, during visit as all facilities locked. On
         website stated no provision.




Parker Knight Associates Ltd
Destination Access Audit Report                                                     125




                                  Figure 52 - Taplow Station


5.6 Slough Town Centre

Slough is a unitary authority in Berkshire. It is twenty-two miles West of London and
twenty miles east of Reading. It has an estimated population of 125,000 and is one
of the most ethnically diverse districts in the UK.


Slough is also home to the Slough Trading Estate, the first such trading estate in the
UK and the largest in Europe.


Slough has good transport links. It is located adjacent to (North) the M4 and the
town is bisected by the A4 Bath Road. It is served by the main Great Western Line
to Paddington and the West. It also has a branch line direct to Windsor to the South.
Slough station is included on proposed improvements as part of the Crossrail
project. The Town is also served by a large bus terminus which is also due to be re-
developed.


Slough Town Centre is due to undergo major re-development as part of the “Heart
of Slough” project. This is a £17.5m regeneration scheme. The area for re-
development encompasses Brunel Bus Station, the existing library, the Church
Square and parts of Thames Valley University.




Parker Knight Associates Ltd
Destination Access Audit Report                                                        126




5.6.1 Pre-visit information
    There is very limited pre-visit information available. The audit was unable to
    identify any online media or useful public information at local libraries, transport
    information centre, or retail outlets.


    Pre-visit website information links included:
    http://www.slough.gov.uk/index.aspx
    http://www.queensmereobservatory.co.uk/facilities/


5.6.2 Transport
Trains
Slough Station is a commuter station located to the North of Slough Town Centre.
The current station is grade 2 listed. The station entrance buildings, located to the
North and South of the tracks, are of two storey brick construction, connected by
covered stairs and footbridge to the single storey building on the island Platform, 3
and 4.


There are bus links approximately 200m walk away at the Bus Station located off
Brunel Way.


The main approach to Slough Railway Station is either from the town centre, to the
South, or along Brunel Way from the West. The main approach from the town centre
is somewhat confusing as the pedestrian approach passes through a taxi rank and
bus stop here pedestrian don’t appear to be given priority.


Car parks are located on either side of the South building, with covered cycle
parking on the eastern side. There is a taxi rank opposite the main entrance and a
small taxi booking office to the West. In addition to the Lemon Tree café entrance
there are four BT boxes, a Royal Mail letterbox and two cash point machines located
to the front of the main entrance building.


Entry to the station is directly off the street through double doors into the ticket hall,
then through ticket barriers on Platform 2. The secondary entry to the station is


Parker Knight Associates Ltd
Destination Access Audit Report                                                        127


through the North building. The approach is along Railway Terrace from the West
and directly from the car park through the ticket barriers on to Platform 5




      Figure 53 Slough Station               Slough station (main entrance)


    Platform 1 is a terminal platform that serves the Windsor Line. There are no
    buildings on or canopy cover over the platform.
    Level access is directly from Platform 2 and the tarmac surface of the platform is
    in good condition.
    Platform 2 is accessed directly from the South entrance / ticket hall. There are
    café facilities off platform 2 and an accessible WC with RADAR key access.
    Platform 3 and 4 are located on an island platform accessed only via the foot
    bridge. There is a passenger waiting room and a British Transport police office in
    the central platform building. This building and canopy
    are Grade 2 listed. There are vending machines on the platform and additional
    passenger seating.
    Platform 5 has direct level access through the ticket barriers at the North
    entrance. There are two ticket barriers and two ticket windows at this entry point
    through the north station building. Passenger facilities on Platform 5 include café,
    male WCs, waiting room, kiosk and 2 BT phones on the platform.
    All platforms are linked by an over bridge. The stairs to the over bridge do not
    comply with current access design guidance. There is no level access to
    platforms 3 and 4.
    Slough station is designated as a Crossrail station and is therefore planned for
    redevelopment.
    There are no tactile warning surfaces on the platform edges.
    There are four accessible parking bays at the South entrance station car park


Parker Knight Associates Ltd
Destination Access Audit Report                                                         128


    although these do not comply with current space design guidance.
    The available pre-visit information is limited to that provided by the national rail
    Enquiries centre and some of this information was found to be inaccurate


5.6.3 Car Parking


Car park accessibility information
                                                            No of wheelchair
                                                No of      accessible spaces         Height
 Location                         Type
                                               spaces                 Recom        restriction
                                                           Provided
                                                                      mended
 Brunel Multi-Storey           Multi storey    No info        4          -             Yes
 Burlington Avenue             Multi-storey    No info         -         -             Yes
 Grove Ground Level            Surface car
                                                  45           3            -          6’6”
                                  park
 Herschel Multi-Storey         Multi-storey    No info          -           -          Yes
 Hatfield Multi-Storey         Multi-storey    No info          -           -          Yes
 Market Yard                   Surface car
                                               No info          -           -
                                  park
 Shop mobility                 Surface car
                                                  5            5          N/A         None
                                  park

Parking in all car parks is free to Blue Badge holders with Slough.


The Brunel car park has four accessible parking bays located on the first floor. As
this is a multi storey car park there are height restrictions. There is lift access to the
first floor although none of these were in working order at the time of the audit. The
steps to the first floor had a continuous hand-rail although lighting was poor and step
nosing lacked adequate visual contrast. The accessible WC in the station was
closed and a temporary sign provides information about the location of the nearest
facility. The general level of wayfinding information was poor and signage could be
greatly improved both in design and position.


5.6.4 Bicycles
Bicycle storage facilities are provided at the station and a number of town centre
locations. There is no formal provision at the bus station therefore bikes are locked
to railings which can create a hazard for some mobility / sensory impaired travellers.




Parker Knight Associates Ltd
Destination Access Audit Report                                                      129


Provision of clearly identified secure bicycle storage facilities may help reduce
dependence on cars and reduce potential obstructions on the footways.


5.6.5 Bus
The main bus station is the Brunel Bus station and multi storey car park adjacent to
the A4.The bus station can be accessed from the shopping centre via a new modern
bridge from the adjacent Tesco (lift access to bridge level), or the subway tunnel
system under the A4 (see general circulation below).


There are a number of dropped kerbs providing access to individual bus stands
within the terminus. Information provision within the terminus could be improved.
The height and position of information boards and timetables may make information
difficult to read for some visitors.


The bus station has an information centre which has a single step up. There is no
means or requesting assistance for those unable to negotiate the step.
None of the Town Centre bus stops had Kassel Kerbs or bus boarders. However,
stops along the A4 did have such kerbs.




                Brunel Bus Station




         Figure 54 Bus provision in Slough


5.6.6 Taxi’s
Taxis are available at the main station and there are a number of taxi ranks around
the Town centre. During the visit , no accessible taxi vehicles were identified.
The taxi ranks were not clearly identified. When there are no taxis at the ranks they
are likely to prove difficult to identify. There was no information provided on how to
request an accessible vehicle when none are present.



Parker Knight Associates Ltd
Destination Access Audit Report                                                     130




                               Figure 55 Taxi rank at main station entrance
5.6.7 Shopmobility
The Shopmobility scheme is located on Alpha Street at the end of the shopping
precinct (High Street). The Scheme is based in a wheelchair accessible
prefabricated building. The scheme has its own open-air car park with space for six
accessible vehicles. The scheme is open 8.30 – 4.30 Mon –Fri and can loan manual
or powered wheelchair and scooters to allow people to shop and do business
around the town centre.


5.6.8 General circulation and wayfinding
Slough is bi-sected east to west by the A4. To the north of the A4 lie the Station, the
bus station and a relatively new Tesco superstore. To the south of the A4 lie the
main shopping centres (Queensmere and Observatory), the High Street, The
Library, and the majority of the car parks.


The A4 is a significant barrier to access. There is a pedestrian subway system that
can be accessed from adjacent to, and within the bus station. The subway system
has ramped approaches but these are steep (1:10) and are long (over 15m). There
is a means of access via a footbridge from the new Tesco store. This bridge also
has lift access from ground level.


The general level of wayfinding information was considered to be poor. Signage
lacked good visual contrast. Information was limited and important facilities such as
car parks, WC’s and crossing points were not clear. There is no information
provided suitable for visitors with visual impairment.


Parker Knight Associates Ltd
Destination Access Audit Report                                                           131


The Town centre itself has a main shopping precinct formed from the High Street,
which is a large pedestrianised area. This is due to be re-developed with proposals
for new road layout at the junction of Windsor Road (these works were in progress
at the time of the audit), and a new black and white textured granite surface along
the whole length of the High Street.
Seating on the high street is currently limited. The proposed redevelopment is to
include new seating along the length of the high street with improved overhead
lighting.


5.6.9 Retail & Eating Out
The principal shopping areas are the Queensmere shopping centre and the
Observatory Shopping centre. These are both large single storey retail units with
multi-storey car parking above. Both have automatically operated automatic
entrance doors and have good circulation space within. Some of the central arcades
have space allocated to temporary stallholders and care should be taken to ensure
these do not obstruct circulation space.


5.6.10 Public conveniences
There was a general lack of public available WC facilities.
There is a wheelchair accessible WC on platform 2 at the station with RADAR key
access although this was not formally assessed.


Outside the station on the pedestrian route to the Town Centre there is an automatic
public toilet unit (figure 56). This on-street Auto WC facility had an overall internal
dimension of 1580mm x 1680mm. The unit required either a RADAR key or 20p coin
slot to open. There was no information about where a RADAR key could be
obtained. The entrance provided a clear opening width of 940mm. The internal
layout was designed for independent use with an emergency call button system. It
was not clear where the alarm repeated.


The toilets at the Brunel bus station were closed and appear to have been closed for
sometime. There was a wheelchair accessible WC in the Observatory shopping
centre. Access to this is restricted by the lack of a 300mm clear space on the pull



Parker Knight Associates Ltd
Destination Access Audit Report                                                    132


side of the entrance door making it difficult for some users. The WC is designed for
independent use.




                                  Figure 56 Accessible WC

5.7 Site Visits Sample
5.7.1 Alexandra Gardens Windsor
Visit
• Open formal space located alongside the River
• Site used for seasonal public events for example Ice rink/Big wheel
• A number of access points to the open space offering both level and stepped
   approaches
• Stepped approaches lacked tactile indication of change in level, adequate step
   nosings and appropriate handrails
• Routes through Gardens, paths with firm tarmac surface of adequate width
• On entry from Goswell Road, bollards have no contrasting banding and are lower
   than 1m in height (see figure 57)




Figure 57 entrance to Alexandra gardens and stepped approach to riverside


Parker Knight Associates Ltd
Destination Access Audit Report                                                       133


5.7.2 Thames Path at Windsor
Visit
   Defined path alongside river Thames
   Popular walk
   Location of boat jetty for river trips
   Access to path via a stepped or ramped approach
   Both types of approaches did not meet current design guidance
   Ramped approach was considered steep however did have two level landing
   All stepped approaches lacked tactile indication of a change of level at the top
   and bottom, adequate contrasted nosings, handrails on both sides including the
   steps either side of Windsor Bridge (see figure 58)
   Seating lacks armrests




                                  Figure 58 steps to riverside


5.7.3 Tourist Information Centre Windsor
Visit
• Listed building within conservation area
• Located in Royal Windsor Shopping unit which was formerly the booking hall
• Signage to indicate location of Information Centre was limited particularly
   accessing the facility from the eating areas
• Information Centre shares the unit with a coffee shop
• Provides information and a booking service for visitors to the area
• Location of staff, generally within booking office, counter height 1000mm above ffl
   too high for people seated or of limited stature. Alternative counter available with
   a lower height and suitable knee recess however was not in use during any visits



Parker Knight Associates Ltd
Destination Access Audit Report                                                     134


• Counter top induction loop available and was in working order however no
   signage to indicate provision. This is especially important as the background
   noise was considered generally high due to the proximity of the coffee shop and a
   poor acoustic environment
• Circulation space around the counter can be reduced by people/pushchairs in
   seated area




     Figure 59 Tourist Information centre from inside station, lack of signage


5.7.4 Cliveden, Taplow
Pre-visit Information
• website (www. nationaltrust.org.uk) stated both levels of access and facilities
   available


Visit
• National Trust site
• signposted from A4, no public transport to site
• main facilities located within walled area, clearly signposted
• designated parking bays signposted close to Information Centre and also a
   secondary parking area providing closer access to the restaurant for Blue Badge
   holders
• parking area generally with a gravel surface however from designated parking
   bays there is a tarmac apron providing a firm surface to Information Centre



Parker Knight Associates Ltd
Destination Access Audit Report                                                     135


• Information Centre, shop and restaurant all with level access and induction loops
   at counters
• accessible WC facilities available in two areas
• large print and Braille guides available
• wheelchairs (push type) available from Information Centre
• at Information Centre, staff provide a personal service to visitors for example
   information regarding the paths and routes, levels of accessibility and travel
   distances
• paths are continually being upgraded and levels of accessibility are always
   considered
• Staff have consulted with local Access Group and detailed information is available
   in local access guide
• Staff have undergone training with the RNID and have received accreditation
• Access to House is limited to two afternoons a week. Stewards and volunteers
   are available to assist if required


5.7.5 Savill Gardens Visitor Centre
Pre-visit Information
• website (www.theroyallandscape.co.uk) provided information about levels of
   access and facilities
Visit
• Royal Landscape site
• signposted from main routes
• main facilities located within Visitor Centre, clearly signposted
• designated disabled parking bays signposted close to Visitor Centre, however
   markings do not reflect current guidance
• parking charges pay on exit for all visitors, some drivers may experience difficulty
   inserting the ticket into the machine and have to summon assistance
• access to parking meter controls greater than 1200mm in height from ffl therefore
   not fully accessible
• parking area has a firm surface
• designated pedestrian route to Visitor centre




Parker Knight Associates Ltd
Destination Access Audit Report                                                      136


• Information Centre, shop and restaurant all with level access, access via
   automatic doors
• Information centre reception desk, lower height counter suitable for people seated
   and of short stature
• accessible WC facilities available which meet current guidance
• information regarding routes and levels of accessibility
• seating available along routes


5.7.6 Theatre Royal, Windsor
Pre-visit Information
• Website (www.theatreroyalwindsor.co.uk) information regarding access and
   facilities available
• Visit RBWM Brochure information regarding access and facilities available
Visit
• Located in High Street, Windsor
• Listed Building
• Accessible principal entrance into foyer from pavement
• Rear accessible entrance provides access to stalls, assistance bell provided
• one disabled ‘on street’ parking bay outside theatre, also ‘set down’ facility
• other parking facilities, public car parks at rear of theatre
• box office counter height only suitable for person standing
• designated five wheelchair spaces within auditorium (four spaces in front stalls,
   one space in Royal Stalls). One space with very limited access
• no lift facility within building therefore access to bar areas and Club room is
   dependent on which floor a person is located, if they are unable to negotiate
   steps
• two accessible WC facilities one on each floor. One facility refurbished in 2006
   and meets current design guidance
• Seinnheiser hearing system for use in auditorium. Headphones available at
   cloakroom, small deposit required
• Audio- described performances, very popular with groups
• Staff training – no formal disability awareness provision




Parker Knight Associates Ltd
Destination Access Audit Report                                                     137


5.7.7 Windsor Farm Shop
Pre-visit Information
• website (www.windsorfarmshop.co.uk) provided no information regarding access
   or disabled facilities
Visit
• Signposted off A308
• Retail outlet selling farm produce and products from the Royal Estate
• Small restaurant with WC facilities. WC Facilities has an accessible provision
   which reflects current design guidance however little tonal contrast between
   fixtures and fittings
• Level car parking area in front of shop with pedestrian route to principal entrance
• Car park surface firm with gravel finish, overspill car park area grass surface
• Visited during Christmas period, temporary structure joining two buildings
   together displaying additional goods, very slight level change which was
   overcome by a small ramp
• Shop generally crowded with people and goods however observed during visit
   wheelchair user and two people with mobility impairments negotiating without
   difficulty
• did not identify any aids to communication


5.7.8 Windsor Arts Centre
• brochure states wheelchair access to the auditorium, bar and accessible WC with
   lift access work in progress
• Visit RBWM Brochure information regarding access and facilities available
Visit
• Located in St Leonards Road, building was former fire station
• Aspects of the building and surrounding environment listed
• No parking available, some ‘on street’, parking at rear of building on request
   however no designated bay
• Principal access via a flight of steps with no handrail or adequate nosings
• No assistance bell at street level
• Accessible WC facility, however door opens inwards and therefore restricts
   circulation space


Parker Knight Associates Ltd
Destination Access Audit Report                                                        138


• Wheelchair access via fire exit at rear of building, limited access to other areas
   within the building
• No aids to communication for use within the auditorium
• No audio description available
• Currently fundraising for aids to communication and lift provision
• Information available in large print format upon request
• Currently working on an Accessibility Project to improve access


5.7.9 Windsor Race Course
Pre-visit Information
• website (www.windsor-racecourse.co.uk) provided information regarding access
   and disabled facilities
• Visit RBWM Brochure information regarding access and facilities available
Visit
• Signposted off the main Windsor Road
• Race meetings from April to October
• Designated disabled parking bays and specific areas on race days
• 6 accessible toilet facilities with a minimum of one in each enclosure
• 3 enclosures, limited access into Club Grandstand and restaurant , most
   accessible Grandstand enclosure
• In Grandstand enclosure, building has a small lift and an accessible WC facility
   on each floor, which reflects Part M (1999) design standard. Little tonal contrast
   between fixtures and fitting and wall/floor. Also all WCs are for a left handed
   transfer only
• Means of escape from the Grandstand building, awaiting delivery of two evac
   chairs and staff also to receive training
• Designated viewing areas for wheelchair users in the enclosures including the
   winners enclosure
• Paths throughout the site offer a firm surface
• Induction loop available at reception
• Staff do not receive any formal training
• Information points on race days at a number of locations
• Map of site on reverse of race course admission ticket however very small print


Parker Knight Associates Ltd
Destination Access Audit Report                                                        139


• Large site plans displayed on walls however no information regarding location of
   WC facilities
• Limited wayfinding information available at key decision points
• No formal staff training
• Future plans for the redevelopment of the Club Grandstand and therefore access
   will be improved


5.7.10 Guest Accommodation
Holiday Inn Maidenhead
Pre-visit Information
• website (www.holidayinn.co.uk) provided information regarding access and
         facilities
• RADAR Holiday guide provided specific information regarding five wheelchair
   accessible bedrooms, accessible WC, parking facilities, Braille and large print
   menus, lift to upper floors, vibrating pager and induction loops, bathrooms with
   handrails and roll in showers
• Stay RBWM publication states disabled facilities
Visit Information
• A number of designated disabled parking bays in two locations reflecting current
   design guidance with good signage from entrance
• Principal entrance, accessible at the side with automatic doors
• Reception desk only suitable for a person standing
• Reception desk has aids to communications induction loop but no signage to
   indicate the provision
• Secondary entrance at the rear of the hotel accessible with automatic doors
• Total number of bedrooms one hundred ninety seven with five bedrooms (3%)
   categorized as wheelchair accessible located on the ground floor
• Accessible bedrooms can offer a ‘wet room’ type shower en-suite facility or
   bathroom with additional rails to assist, also either left or right handed toilet
   transfer
• Alarm cords in bathroom and by bed in accessible bedrooms
• Light switches by bed in accessible bedrooms
• Space under bed for mobile hoist


Parker Knight Associates Ltd
Destination Access Audit Report                                                      140


• Staff are responsible to assist guests in the event of an emergency. For hearing
   impaired vibrating alarms are available from reception
• Passenger lifts available
• Internal steps to access the leisure facilities (indoor swimming pool, gym)
   therefore limited access
• All public rooms are on ground floor
• Accessible WCs located within bar area. Not a unisex provision, accessible via
   power assisted doors, internal layout and dimensions does not reflect current
   design guidance
• Conference facilities are located on ground floor
• Within conference facilities no aids to communication
• Signage clear – good tonal contrast and tactile raised letters/numbers
• Staff training – disability awareness training part of induction programme
   ‘Confidence to Serve All’, a refresher every six months
• A few Holiday Inns elsewhere (London, Bristol, Cardiff) has installed a tracking
   hoist in one of the accessible bedrooms to assist with transferring a person from a
   wheelchair to the bed, toilet or shower. The Manager stated that there are
   currently no plans for a hoist to be installed in Maidenhead. The criteria for
   installation is based on demand.


Bridge Cottage Guest House Maidenhead
Pre-visit Information
• Stay RBWM publication states disabled facilities
Visit Information
• Located on the A4 close to Dorney Lake
• New Zealand Rowing Team stayed during 2006 World Rowing Championships
• Tourist accreditation 3 stars
• Parking area in front of Guest House
• Principal access via two steps, wooden ramp is available
• Lounge and dining room located on ground floor, level access
• One ground floor bedroom with en-suite which the owner stated had been used
   by a wheelchair user




Parker Knight Associates Ltd
Destination Access Audit Report                                                     141


• Within en-suite step up into shower cubicle, no rails provided, considered limited
    access
• Limited circulation space within bedroom
• No aids to communication
• Staff are responsible to assist guests in the event of an emergency


Castle Hotel High Street Windsor
Pre-visit Information
•    website (www.mercure.com) states one reduced mobility room
•    Stay RBWM publication states disabled facilities
•    Venues RBWM publication included however does not provide any information
     regarding access and facilities
Visit Information
•    Listed building
•    Attendant parking available at the rear of the Hotel
•    Principal entrance up a single step and was necessary to negotiate revolving
     doors (listed feature)
•    Doorbell required for assistance hidden and located up on single step level
•    Secondary entrance at the rear of the hotel closest to the parking, accessed via
     a flight of external steps with handrails
•    Hotel reception located up a flight of internal stairs
•    Reception desk only suitable for a person standing with no aids to
     communication
•    Total number of bedrooms one hundred and eight with one bedroom
     categorised as restricted mobility located on the third floor, standard bathroom
     with additional rails to assist
•    Staff are responsible to assist guests in the event of an emergency
•    Small passenger lift available with no audible information
•    External step into restaurant
•    All public rooms are on ground floor
•    Accessible WC located close to restaurant with good tonal contrast between
     rails and sanitaryware
•    Conference facilities are located at rear of site, access via steps


Parker Knight Associates Ltd
Destination Access Audit Report                                                         142


•    Within conference facilities no aids to communication or accessible WC facility
•    Hotel has stair climber which is used on occasions to assist guests with stairs
•    No tactile signage
•    Staff training – online since 3rd December 2007 includes some Disability
     Awareness
•    Recently taken over by the Mercure Group
•    Future proposed developments to increase number of accessible rooms to six
     and modernise conference facility


Oakley Court Hotel, Windsor
Pre-visit Information
• website (www.oakleycourt.com) provided no information regarding access or
    disabled facilities
• Venues RBWM publication information regarding two bedrooms with wider doors,
    special baths, panic alarms and flash phones
• Stay RBWM publication states disabled facilities
Visit Information
• Listed Building
• Signposted off the Windsor Road
• A single designated disabled parking bay located by Conference facility and
    opposite leisure facility. Hotel permit people with limited mobility to park within the
    ‘dropping off’ area although this has a gravel finish which can be difficult for some
    people to negotiate
• Principal entrance stepped and ramped approach. Ramped approach has steep
    gradient. Concierge service available for assistance
• Other entrances from Hotel to gardens/terrace, stepped, temporary ramps
    available
• Path surfaces around grounds, loose gravel finish
• Reception desk only suitable for a person standing
• Reception desk has aids to communications induction loop but no signage to
    indicate the provision. Checked regularly as part of Health and safety
• Telephone with induction coupler available in entrance hall




Parker Knight Associates Ltd
Destination Access Audit Report                                                        143


• Total number of bedrooms one hundred and eighteen with two bedrooms (2%)
    categorised as wheelchair accessible located on the ground floor close to the
    leisure facility
• Accessible bedrooms offer a bath en-suite with additional rails to assist, also
    either left handed or peninsula type toilet transfer. Swivel seat and bath board
    equipment available
• Alarm cords in bathroom and by bed in accessible bedrooms
• Light switches by bed in accessible bedrooms
• Space under bed for mobile hoist
• Staff are responsible to assist guests in the event of an emergency. For hearing
    impaired vibrating alarms are available from reception
• Good access to the leisure facilities (indoor swimming pool, gym, disabled/family
    change)
• All public rooms are on ground floor however there are some internal steps within
    certain areas of restaurant but managed solution available
• Accessible WC located close to restaurant area
• Banqueting Suite located on ground floor accessed via a small single step
• tactile raised numbers on hotel bedrooms
• Staff training – customer service training covers disability awareness
• Five year plan for redevelopment/refurbishment will improve access as well.
• Stated that more corporate clients are requesting information when enquiring,
    reference access in relation to their Corporate Social Responsibility


Travelodge Windsor Central King Edward Court Windsor
Pre-visit Information
•    website (www.travelodge.co.uk) states accessible bedrooms and information
     regarding parking
•    only opened in summer 2007 therefore not listed in RBWM publications or in
     receipt of a Quality grading
Visit Information
•    New building located within King Edward Court




Parker Knight Associates Ltd
Destination Access Audit Report                                                         144


•    No parking available, guests advised to park within King Edward Court multi
     storey cost £15 each day with no concessions for Blue Badge holders. £5
     reduction if hotel validates parking ticket
•    Staff stated dropping off point on Goswell Road/Charles Street however on
     Travel Lodge website advised no formal dropping off point
•    Hotel located very close to Windsor central railway station
•    Principal entrance level with automatic doors
•    Reception desk only suitable for a person standing with aids to communication
     provided and identified
•    Total number of bedrooms one hundred and thirteen with two bedrooms on
     each floor categorised as wheelchair accessible (7% 8-10 bedrooms in total).
     Each room has good circulation space and is located close to the fire exits,
     however further away from the lifts
•    Accessible bedrooms can offer a ‘wet room’ type shower en-suite facility, also
     either left or right handed toilet transfer. Good tonal contrast between rails and
     sanitary ware
•    Fold down shower seats
•    Alarm cords in bathroom and by bed in accessible bedrooms
•    Light switches by bed in accessible bedrooms
•    Space under bed for mobile hoist
•    Also on each floor there are ‘Daphne’ bedrooms which are aimed at people with
     limited mobility, a standard room with additional rails to assist in the bathroom
•    No telephones in bedrooms
•    Televisions in bedrooms offer subtitles
•    Staff are responsible to assist guests in the event of an emergency and on the
     fire exit stairs on each floor there is a defined refuge point with intercom and
     Evac Chair. For hearing impaired vibrating alarms are available from reception
•    Two passenger lifts available with audible and visual information
•    All public rooms are on entrance level, reception, and bar with dining area.
     Adequate circulation space, Dining tables have chairs with and without arms
•    Signage clear, tactile with some signage with Braille, limited use of symbols
•    Accessible WC located on entrance level meets current design guidance
•    Staff training – customer service which includes disability awareness


Parker Knight Associates Ltd
Destination Access Audit Report                                                   145




The Christopher High Street Eton
Pre-visit Information
• Printed brochure contained no information regarding access or facilities
• Stay RBWM publication states disabled facilities
Visit Information
• Small independent hotel
• Listed building within a conservation area
• parking available at the rear of the Hotel with a designated disabled parking bay
• entrances to restaurant, reception up a single step
• Reception desk only suitable for a person standing with no aids to communication
• Total number of bedrooms thirty three. Several bedrooms located at the rear of
   the hotel have ground floor independent access with a single step to access
   room. One bedroom (3%) categorised as wheelchair access with a ramped
   approach
• Accessible bedroom can offer a ‘wet room’ type shower en-suite facility
• Alarm cords in bathroom and by bed in accessible bedroom
• Light switches by bed in accessible bedroom
• Space under bed for mobile hoist
• Staff are responsible to assist guests in the event of an emergency
• No passenger lift available
• External step into restaurant
• All public rooms are on ground floor
• No Accessible WC, if required will use a toilet facility within a bedroom
• No tactile signage
• No formal Staff training




Parker Knight Associates Ltd
Destination Access Audit Report                                                      146




5.7.11 Experiential journeys
Journey from Farm Road to Maidenhead Town Centre and return


People taking journey
•   Wheelchair user and carer plus auditor. Wheelchair user is a member of the
    Windsor and Maidenhead Access Advisory Forum
•   Wheelchair used Barrett self propelling overall dimensions width 590mm x length
    1000mm. This wheelchair is considered compact.
•   BS8300:2001 provides guidance as to dimensions of a range of self-propelling
    wheelchairs width range 560mm – 800mm and length range 860mm – 1250mm.
    Electric wheelchairs and Scooters will generally be longer in length than self
    propelling chairs
•   Wheelchair user was pushed throughout the journey.


Modes of transport planning to use
•   Local bus (Courtney Coaches)
•   Local taxi


Places planning to visit
•   Pedestrian environment within Maidenhead Town Centre
•   Shopmobility
•   Odeon Cinema


Pre-visit information
•   Local knowledge regarding the location of the bus stop, the expected arrival time
    of the bus (10.24am), that the exact fare of £1.45 is required as no change is
    given
•   Local knowledge regarding the location of the taxi rank by Maidenhead railway
    station
•   Awareness of both buses and taxis within Maidenhead providing access for
    wheelchair users




Parker Knight Associates Ltd
Destination Access Audit Report                                                      147


•   Local knowledge regarding the location of both Shopmobility, the Odeon Cinema
    and pedestrian routes around the town centre
•   Information from the Odeon website regarding the level of access and facilities
    for disabled people visiting the cinema
Journey on the bus
•   Waited at the bus stop with two other people, bus stop located within residential
    area, kerb height 100mm with adequate pavement width
•   Bus arrived a few minutes late
•   On arrival the bus was about two thirds full with passengers
•    The allocated wheelchair space was full with two pushchairs and there was also
    a shopping trolley in the immediate circulation space. The bus driver came out of
    his cab looked at the space within the bus and then asked the passenger with
    one of the pushchairs to collapse it. He then assisted with the relocation of both
    pushchairs. The shopping trolley was temporarily removed from the bus to
    enable there to be a reasonable amount of circulation space
•   The bus driver then used a key to unlock the integral ramp and placed the
    hinged ramp onto the pavement (see figure 60)




                               Figure 60 Accessing schedule bus service


•   The carer then pushed the wheelchair user onto the bus and with assistance
    from the bus driver, manoeuvred the wheelchair into the space. Due to the
    limited circulation space, the approach was forwards into the space. This task



Parker Knight Associates Ltd
Destination Access Audit Report                                                       148


    was not easy and involved the wheelchair having to be lifted slightly to get into
    the space. The carer stated that she felt that the vertical pole was in the wrong
    place for ease of manoeuvring into the allocated space. Brakes on the
    wheelchair were applied. Fortunately the wheelchair used was small and the
    occupant was considered not heavy.
•   The wheelchair user was positioned within the dedicated space facing
    backwards to the direction of travel. To the left of the occupant was a blue
    assistance button.
•   The driver re-positioned the ramp and the shopping trolley was returned to the
    bus and placed in the wheelchair space by the wheelchair users feet,
    problematic if the wheelchair user had a longer chair.
•   The driver behaved both in a professional and helpful manner and the whole
    process took approximately five minutes. The driver did not hesitate in carrying
    out any of the tasks involved.
•   The carer stood alongside the wheelchair user throughout the journey
•   The bus continued to stop en route to Maidenhead fortunately not picking up
    anymore passengers with shopping trolleys or pushchairs
•   On arrival at Maidenhead Market bus stop the majority of passengers alighted
    from the bus, the bus driver then unlocked the ramp and placed the hinged ramp
    onto the pavement
•   The carer moved the wheelchair user out of the designated space and down the
    ramp. The carer considered that this was an easier task as she considered there
    was more circulation space due to very few passengers, no pushchairs or
    shopping trolleys remaining on the bus


Travelling around Maidenhead Town Centre
•   The wheelchair user and carer were familiar with the town centre area and
    routes suitable for use by a wheelchair. Around the town centre retail areas there
    were no physical barriers identified where there were changes in level with no
    ramped approach
•   One concern identified was areas of paving in a poor state of repair within the
    pedestrianised areas. The main problem appeared to be where block paving had
    broken and repairs have been made by in filling with tarmac however there was



Parker Knight Associates Ltd
Destination Access Audit Report                                                        149


    still a height difference of 20mm. This height difference can cause a trip hazard
    to an ambulant person or cause a wheelchair wheel to get stuck. (see figure)




                        Figure 61 poor pavement repairs potential trip hazard


•   Access to Shopmobility was achieved with no identifiable difficulties
•   Access within the covered Nicholsons shopping centre was considered good for
    a wheelchair user with the shops having level/ramped access however not all
    shops have accessible vertical access. For example Burton Menswear is located
    on the first floor only accessed via stairs, staff are prepared to bring items to the
    person on the ground floor however it is likely that there would be no appropriate
    changing facilities
•   Travelling from the pedestrianised area (High Street) via Park Street and the
    Broadway en-route to the Odeon Cinema proved problematic due to both lack of
    and poorly constructed drop kerbs, which were not flush with the carriageway. In
    some places it required a second person to assist with the wheelchair to
    overcome the change in level to maintain a degree of safety.
•   Entering the Odeon cinema was relatively easy and the member of staff manning
    the desk was helpful. The staff member was asked about the availability of
    seating spaces suitable for use by wheelchair users, the staff member stated that
    wheelchair seating was available at the front of each cinema apart from the
    Gallery (2 screens) where there was designated wheelchair seating not located
    at the front. However the Gallery is licensed and therefore restricted to over 18’s.
    Also the ticket prices for the Gallery are significantly higher than the other
    screens for example a ticket for a weekend evening viewing is £7.40 with a ticket


Parker Knight Associates Ltd
Destination Access Audit Report                                                        150


    at a similar time for the Gallery £17 however the ticket price does include free
    soft drinks, nachos and popcorn!
•   The journey continued along King Street to the Taxi Rank at Maidenhead
    Railway Station
•   Once crossed the A308 via the controlled crossings, the pedestrian route to the
    station was difficult due to poor drop kerbs and uneven pavement surfaces as
    well an incline.


Journey by taxi
•   On arrival at the taxi rank (lunchtime) there were seven taxis parked, on asking
    the first taxi driver for an accessible taxi we were directed to a black vehicle (Fiat
    Doblo ELX JTD)
•   The driver looked a little concerned as he admitted that he had never used the
    ramp on the vehicle or had a wheelchair user as a passenger before.
•   He then asked a fellow driver how the ramp worked
•   He moved the taxi away from the kerb to ensure there was sufficient space for
    the ramp. Further investigation established that the ramp gradient is based on
    the end of the ramp being positioned on the pavement to ensure the ramp
    gradient is optimised for ease of movement. The driver was clearly unaware of
    this.
•   The driver then started to move the wheelchair user down the kerb, feet first
    fortunately the wheelchair user advised the driver to take him down backwards
    otherwise he was likely to fall out of his chair
•   The driver pushed the wheelchair user up the ramp forwards and into the
    vehicle. He secured the wheelchair to the floor with assistance from his
    colleague (see figure 62)




Parker Knight Associates Ltd
Destination Access Audit Report                                                           151




                               Figure 62   accessing a taxi


•   The driver did not consider that utilising the seat belt located at the rear of the
    wheelchair user was necessary
•   There was space within the vehicle for two passengers
•   The driver drove with care and was keen to help. He stated that he had not
    received any disability awareness training and had bought the accessible vehicle
    to get his license four years ago
•   On arrival at the destination the ramp was placed on the carriageway and the
    wheelchair user was taken out backwards and then pushed to the pavement via
    a drop kerb


Cost of taxi journey £5.70


Comments on the journey from a user’s perspective
Journey by Bus: I felt uncomfortable & conspicuous while the driver had to
reposition some baggage in the space allocated to a wheelchair, and also ask some
passengers to move. I heard one passenger express a sound indicating annoyance.
I also felt embarrassed that I was delaying the bus, & awkward that my carer
needed assistance to locate me in allocated wheelchair space. I also felt
embarrassed owing to the fact that, travelling with my back to the driver, I was facing
back along the bus & thus at the other passengers.
The driver was helpful, courteous, resourceful, and confident.



Parker Knight Associates Ltd
Destination Access Audit Report                                                     152




Journey by Taxi: I was pleased with driver’s willing attitude but dismayed by his
admitted lack of disability awareness training. I was alarmed at being unable to wear
a seat belt, and also at being physically managed by a person with no training.


Comments on the journey from a carer’s perspective
Journey by bus. Bus was quite full, & had to wait while driver rearranged some
passengers & luggage to make space for wheelchair. Required driver’s help to put
wheelchair in space allotted to it, which I consider to be obstructed by a badly sited
vertical pole. I do not consider I could have manoeuvred the wheelchair around this
pole without assistance. Wheelchair had to share space with a shopping trolley,
thus the drop-down seats could not be used, and I had to stand throughout the
journey. The trolley could not be secured, which I consider to have been potentially
dangerous had the bus had to brake violently, or been in a collision.
Although running a little late, the bus driver was calm, proficient & helpful.


Journey by taxi Driver said he had not had a wheelchair passenger since acquiring
his accessible vehicle four years ago. Despite this & not having disability
awareness training he, with help from another driver, loaded & secured the
wheelchair. Although driver drove proficiently, I was concerned throughout that
wheelchair passenger was not wearing a seat belt.


Journey from Maidenhead to Windsor Town Centre and return


People taking journey
•   Scooter user and auditor. Scooter user is a member of the Windsor and
    Maidenhead Access Advisory Forum
•   Compact scooter used
•   Scooter user independent throughout the journey


Modes of transport planning to use
•   Local dial-a-ride service (People to Places)




Parker Knight Associates Ltd
Destination Access Audit Report                                                        153


Places planning to visit
•   Pedestrian environment within Windsor Town Centre
•   Shopmobility
•   Place to eat
•   An accessible WC


Pre-visit information
•   Local knowledge regarding the dial-a-ride service including the booking of the
    service in advance (7 days)
•   Local knowledge regarding the new location of both Shopmobility and pedestrian
    routes around Windsor town centre


Journey on People to Places transport
•   People to Places transport arrived at the requested time and at the departure
    address
•   Minibus fitted with rear tail lift, arrived with driver
•   Driver assisted scooter user onto the bus using the tail lift
•   Driver ensured that the scooter user was secure
•   Journey direct to Windsor Shopmobility
•   Windsor Shopmobility has recently relocated to within the King Edward multi
    storey car park (5th floor) and the driver indicated that this was the first time she
    had made the journey
•   The multi storey car park entrance has a vehicular height restriction of 6’9”
    therefore for the majority of People to Places vehicles access to the car park
    would not be possible
•   The driver had been advised to park in Charles Street and then phone
    Shopmobility, who would then meet the person with the appropriate
    wheelchair/scooter. Only one person generally mans the Shopmobility office, to
    meet and greet the person travelling on the People to Places transport involves
    Shopmobility being shut for a short while. The reverse would be necessary on
    the return journey.




Parker Knight Associates Ltd
Destination Access Audit Report                                                       154


•   The location used in Charles Street for alighting from the vehicle was not
    particularly ideal as when the scooter user was reversing off the platform onto
    the highway a bus was turning into the road.




                               Figure 63 People to places transport


•   Further discussion with the Access Officer (RBWM) who advised that there is an
    agreement since the relocation of Shopmobility between RBWM and People to
    Places transport that people are to be ‘dropped off’ at the bottom of Peascod
    Street but clearly People2Places and Shopmobility were unaware of this
    arrangement.
Travelling from Charles Street to Windsor Shopmobility using scooter
•    The general environment from Charles Street to King Edward Court is hilly, for
     the scooter user is was satisfactory however it maybe problematic for anybody
     with a mobility impairment or using a self propelling or push type wheelchair
•    On travelling up Peascod Street signage indicating Shopmobility was apparent
     at the first decision point however at the second decision point there was no
     signage indicating Shopmobility (by Vision Express and the Early Learning
     Centre
•   To access Shopmobility it was necessary to use the lifts within King Edward
    Court. There were two lifts providing access to the car park floors and
    Shopmobility, with a third lift providing access to Waitrose only. The lifts are well



Parker Knight Associates Ltd
Destination Access Audit Report                                                           155


    used and meet minimum internal dimensions, however there is a lack of a
    handrail in either lift. Initially the dwell time on the lift doors was proving
    problematic for users giving insufficient time to get in and out of the lift safely
    however this has been adjusted and there is now sufficient time.


Windsor Shopmobility
•   Access to Shopmobility was achieved with no identifiable difficulties
•   On exiting the lift on the fifth floor, the Shopmobility unit is located just inside the
    Car Park
•   Access into the unit is via a set of automatic opening doors providing an
    adequate overall clear opening width
•   The unit’s accommodation comprises of two rooms and an accessible WC. One
    room is a reception area for people visiting Shopmobility. The second room is for
    the storage and maintenance of wheelchair and scooters. It also has the
    accessible WC provision and a small kitchen area for use by staff.
•   External to the Shopmobility unit is a bank of six designated disabled parking
    bays (dimensions met the current design requirements) for use by Shopmobility
    clients only
•   The use of the parking bays is free of charge unlike the other designated
    Disabled Parking bays within the car park where a fee is payable. The bays can
    be booked via Shopmobility
•   There is also a taxi ‘dropping off’ area located adjacent to the entrance to
    Shopmobility




                               Figure 64 Windsor Shopmobility


Parker Knight Associates Ltd
Destination Access Audit Report                                                       156




•    The accessible WC layout within Shopmobility reflects current design guidance
     generally apart from a few aspects. Although the overall width meets current
     design guidance because the pipes are boxed in this reduces the floor area and
     width (1400mm), therefore the amount of circulation space. Also other elements
     that do not reflect current design guidance include the position of the toilet pan
     (600mm to the centre of the pan from the wall) and the position of a horizontal
     rail within the transfer space.


•    Egress from the unit in the event of an emergency other than using the principal
     entrance doors is via a door with a minimum clear opening width of 700mm and
     a step of 180mm, which would not be accessible for some users.


•    Due to the location of the Shopmobility unit within a multi-storey car park people
     planning to visit the facility is dependent on whether vehicular access to the car
     park is possible. When the car park is full or if using a vehicle that exceeds the
     height restriction, access to Shopmobility from the car park would not be
     possible.


Travelling around King Edward and Windsor Royal retail areas
•   The scooter user was reasonably familiar with the area and routes suitable.
    Around the retail areas there were no physical barriers identified for the scooter
    user apart from some retail/eating places where circulation space was reduced
    due to displays, tables and chairs etc, the scooter user choose to visit an eating
    place where there was a good level of circulation space.
•   Where there were changes in level there was either a ramped approach or lift
    provided.
•   One concern identified was the poor signage and wayfinding information
    particularly when trying to identify the location of the accessible WC facility and
    the Tourist Information Centre within the Windsor Royal shopping area.
•   Access to the Tourist Information Centre was good however the reception
    counter in use was considered too high (1000mm from ffl) for a person seated.
    The approach was difficult, a straight on approach was not possible and



Parker Knight Associates Ltd
Destination Access Audit Report                                                        157


    therefore communication between staff and scooter user was not easy. It was
    further exacerbated by a degree of background noise. However there is an
    alternative counter within the Tourist Information Centre but it was being used for
    displaying information.




                           Figure 65 high counter Tourist Information Centre


•    Scooter user choose the coffee shop within the old ticket hall to have drink as it
     offered a reasonable amount of circulation space however still required a small
     amount of furniture moving to ensure access to a table.
•    No WC facilities were located within the coffee shop, if required WC facilities
     were located within Windsor Royal shopping area however as stated previously
     there was poor directional signage to these facilities.
Return Journey on People to Places transport
•    Met the Peoples to Places minibus with tail lift at Charles Street and returned to
     departure address. Return journey cost £12


Comments on the journey from a user’s perspective
I travelled from Maidenhead to Windsor in the a.m. via People to Places (P2P). I
travelled with my own powered Scooter, & was accompanied by a carer.


Weather was dry, overcast, cold.




Parker Knight Associates Ltd
Destination Access Audit Report                                                     158


Arrived Windsor approximately10.30hrs. People to Places vehicle was unable
access King Edward Court car-park owing to height restriction (max headroom 6’
9”), so stopped in Service road parallel to Charles Street; driver informed their
instruction was to ‘phone Shopmobility office to request my collection.
I felt vulnerable during disembarking owing to volume of traffic coming from behind
parked People to Places vehicle from Charles Street (cars, delivery vans/lorries, and
a bus), which either required access to the Service road (which is narrow, and in
consequence leaves little space for other vehicles to pass People to Places bus
safely), or which used Oxford Road (east) as a through-road.


Disembarkation was a worrying, unpleasant experience.*

Proceeded from Service road, via Oxford Road (east), Peascod Street, to KEC
Shopping Precinct. Located lift, and took to fifth floor (signage) of car park, where
Shopmobility Office is situated a few metres from lift doors.


Shopmobility Office is well illuminated, spacious, and orderly. One (1) member of
staff on duty was helpful, informative, polite.

*Subsequent enquiries of Shopmobility elicited that both they & P2P are aware
RBWM’s attempt to ease difficulties of accessing KEC by allowing P2P vehicles
access to lower Peascod Street, but as yet there has been no meeting between
them to agree policy of implementation



6.0 Plan Appraisal Maidenhead Station
Comments on proposed changes
Comments based on the following plans provided by Richard Benney for and on
behalf of Peter Brett Associates:


    19297-400-001 – Lighting and attendance works for waiting room and WC
    19297-400-003 – Lighting and attendance works for ticket hall
    19297-400-004 – Lighting and attendance works for subway
    19297-500-100 – Booking hall general arrangement
    19297-500-102 – Proposed flooring layout


Parker Knight Associates Ltd
Destination Access Audit Report                                                        159




1. Approach
    1.1. That the approach to the principal entrance is clearly defined with
          appropriate signage.


2. Entrance doors
    2.1. That automatically activated door controls are provided as standard.
    2.2. That appropriate traffic detection based upon detection by prescence and
          motion sensing is used to ensure doors open early enough and remain open
          long enough in accordance with BS7036-1 1996
    2.3. That suitable, accessible door furniture is provided so that the door can be
          manually operated in the event of power or mechanical failure.
    2.4. That the proposed entrance doors provide an effective minimum clear width
          of no less than 800mm
    2.5. That any proposed glazed area or door has suitable manifestations at two
          heights (within 850-1000mm and 1400-1600mm from the floor) which
          contrast adequately against their background under varying lighting
          conditions.
    2.6. That where a glazed door may be held open, the leading edge has adequate
          visual contrast.
    2.7. That where the doors open towards people entering the building, clear text
          indicating automatic activation and direction of swing should be incorporated.
3. Ticket Vending Machines
    3.1. That at least one of the proposed ticket vending machines is at a lowered
          height suitable for use by a seated person, a person of short stature, and/or
          a person with limited reach e.g. where controls are at least 750mm and not
          more than 1200mm above the ground.
    3.2. That the proposed ticket vending machines have suitable visual and auditory
          feedback to assist people with sensory impairment. Consideration should be
          given to text sizes and visual contrast of key parts of the equipment.
    3.3. That adequate lighting is provided to illuminate instructions and to facilitate
          ease of use.



Parker Knight Associates Ltd
Destination Access Audit Report                                                         160




4. Ticket Counters
    4.1. That at least one counter is proposed designed so as to meet the needs of
          both seated and standing persons e.g. a maximum height of 760mm for
          seated person and between 950-1100mm for a standing person.
    4.2. That a counter designed for use by a seated person has a 700mm clear
          space from the floor to the underside of the counter to a depth of 500mm.
    4.3. That the proposed ticket counter is designed to be accessible to seated
          persons on both staff and public sides of the counter.
    4.4. That the counter surface as an upward sloping leading edge at the front of
          the counter to help people with limited dexterity to grip coins.
    4.5. That any glazed partition forming part of the counter system has non-
          reflective properties.
    4.6. That the proposed counters have induction loops which are clearly identified
          and designed in accordance with BS6083 in addition to standard
          amplification equipment.


5. Lighting
    5.1. That any proposed lighting is designed and positioned so as not to interfere
          with proposed hearing loop systems provided at the ticket counter.
    5.2. That any proposed lighting does not create unnecessary glare or reflection
          for glazed counters and other adjacent display equipment etc.
    5.3. That the proposed lighting adjacent to the ticket desk should provide
          adequate lighting so as to ensure that the face of ticket desk staff are evenly
          lit to facilitate lip reading.
    5.4. That adequate lighting (in accordance with current CIBSE guidance) is
          provided over the existing stairs and that the creation of shadows, glare, and
          pools of light over the stairs are avoided.


6. Flooring
    6.1. That any proposed replacement surface has adequate slip resistance
          properties under varying conditions in order to provide a firm foothold and
          good wheel grip.



Parker Knight Associates Ltd
Destination Access Audit Report                                                       161


    6.2. That any proposed surfaces provide adequate visual contrast at the junction
          of floor and wall.
    6.3. To consider the provision of flush fitted entrance floor system at the principal
          entrance to minimise water ingress, which may impact upon any slip
          resistant property of the proposed surface. Suface laid mats should not be
          used.
    6.4. That high gloss finishes are avoided due to problems with glare and the
          perception that they may be slippery.


7. Entrance barriers
     7.1That a suitable wide barrier is provided both at the main entrance and the
           arch entrance off Shoppenhangers Road. The barrier should facilitate ease
           of access for customers with bicycles, large luggage, pushchairs,
           wheelchairs, who may be accompanied by a guide dog, or who may not
           have the dexterity and speed to use an automated barrier etc. Any such
           barrier should be designed and managed to allow the independent use of
           such a facility with the station is unmanned.




Parker Knight Associates Ltd
Destination Access Audit Report                                                               162



7.0 Prioritised List of Recommendations

                                                     Description
            Low           These works should be considered to improve access for all
                          building users. While not essential to provide access these
                          should be considered during any planned maintenance or
                          development works.
            Med           As for Low and;
                          These works are considered necessary and compliment high
                          priority works. While not essential, these works will allow for
                          significantly improved ease of use for all building users.
            High          As for Med and;
                          These works are essential and urgently required. They are the
                          minimum necessary to provide acceptable levels of access and
                          safety for people with disabilities. Plans should be in place for
                          their completion as soon as possible.

Please note that the following schedules are designed for colour printing. High
priority schedules are highlighted in red.


It should be noted that compliance with the recommendations contained in this
report does not ensure compliance with the Disability Discrimination Act 1995 and
2005.


Responsible Organisation abbreviations
         RBWM                  Royal Borough of Windsor and Maidenhead
         FGW                   First Great Western
         SWT                   South West Trains
         TSE                   Tourism South East
         Guest                 Guest accommodation providers
         Accomm.
         ODA                   Olympic Delivery Authority




Parker Knight Associates Ltd
Destination Access Audit Report                                                            163



A Pre-visit Information for project area
 ID          Resp                Problem identified         Recommended work           Priority
 A1      RBWM                  Very limited               Provision of an
         Chamber of            accessible pre-visit       accessible means of           Med
         Commerce              information available      pre-visit information
         Town centre           regarding facilities and   To consider using a
         management            locality (includes guest   Visitor Information
         Local                 accommodation, retail,     website that collates
         businesses            eating out, town centre    local tourist information     Med
                               environments, some         and combines with
                               visitor attractions)       access details of local
                                                          facilities
 A2      RBWM                  Access guide for area      To consider provision of
                               now out of date            online version of access
                                                                                        Med
                                                          guide, in addition to
                                                          updated printed version
                                                          Consider the
                                                          establishment of a
                                                          Visitor Information
                                                          website that collates         Med
                                                          local tourist information
                                                          and combines with
                                                          access details
 A3      RBWM                  Not all Web base           That all web-based
         Chamber of            information complies       information complies
         Commerce              with current               with current international
         Town centre           international web          web accessibility
         management            accessibility standards    standards. To raise           High
         Local                                            awareness amongst the
         businesses                                       project area of the
                                                          importance of websites
                                                          being accessible
 A4      RBWM                  Some areas within          To consider identifying a
                               Windsor Town Centre        suitable route for people
                               may pose as a barrier      who may experience
                               to some visitors due to    difficulties negotiating a
                               the hilly environment      steep environment. To
                                                          identify a route with
                                                          advice from members of
                                                          the Access Advisory
                                                          Panel. Publicise and          Med
                                                          provide information
                                                          regarding it (York and
                                                          Winchester have
                                                          examples)




Parker Knight Associates Ltd
Destination Access Audit Report                                                           164


 ID          Resp                Problem identified        Recommended work           Priority
 A5      RBWM                  Lack of service           That all service
         Chamber of            providers advertising     providers ensure that
         Commerce              that all information is   their information is
         Town centre           available upon request    available in an
         management            in an alternative         alternative format upon
         Local                 format                    request and that the
                                                                                       High
         businesses                                      service is published. To
                                                         raise awareness
                                                         amongst the project area
                                                         of the importance of
                                                         information being
                                                         accessible


B Public Transport – Trains Maidenhead Station
 ID        Resp                 Problem identified        Recommended work            Priority
 B1        FGW                 Lack of step free         Provision of step-free        High
                               access at Platform 1      access to platform 1.
 B2        FGW                                           A section of the ticket       High
                               Ticket counter height     counter should be
                               not suitable for a        lowered for use by
                               person seated or of       wheelchair users and
                               short stature             those of short stature.
 B3        FGW                 Ticket machines do      Ticket machines should           Med
                               not meet the needs of be provided that are
                               visually impaired users designed to better meet
                                                       the needs of visually
                                                       impaired users, e.g.,
                                                       provision of both tactile
                                                       and audible feedback
                                                       from the touch screen.
 B4        FGW                                           Printed information            Med
                               Printed Information       should be designed to
                               does not meet current     meet with best practice
                               good practice             guidance, e.g., the See
                               guidance                  It Right. Text size
                                                         should be increased and
                                                         the use of italicised text
                                                         removed.
 B5        FGW                 Lack of Platform Train    Platform Train Interface       Med
                               Interface indicators to   indicators for visually
                               assist visually           impaired people, i.e.,
                               impaired people           tactile paving, should be
                                                         provided on the platform.


Parker Knight Associates Ltd
Destination Access Audit Report                                                          165


 ID        Resp                  Problem identified       Recommended work           Priority
 B6        FGW                 Lack of tactile          Incorporate tactile           Med
                               indications on stepped   paving on stepped
                               approaches               approaches to platforms.
 B7        FGW                 Lack of seating with     Provide a mixture of          Low
                               armrests                 seating on all platforms,
                                                        i.e., with and without arm
                                                        rests.
 B8        FGW                 Poor circulation space Re-development of               Med
                               within ticket hall     entrance ticket hall to
                                                      improve entrance and
                                                      internal circulation for all
                                                      station users.
 B9        FGW                 Information on website Regular review of               Med
                               inaccurate             website information to
                                                      ensure provided
                                                      information is up to date
                                                      and accurate
 B10       FGW                 Limited information    Provision of clear              Med
                               available              information about the
                                                      facilities available at the
                                                      station and how to
                                                      request access to them
 B11       FGW                 Anecdotal evidence     To ensure that staff
                                                                                      High
                               identified from        assistance is available
                               questionnaire of       when booked as people
                               people experiencing    are dependent on this
                               difficulties when      service for access
                               booking assistance to
                               help at Maidenhead
                               Station and having to
                               rely on other
                               passengers




Parker Knight Associates Ltd
Destination Access Audit Report                                                           166



B Public Transport – Trains Windsor and Eton Central Station
 ID            Resp      Problem identified              Recommended work             Priority
 B12        RBWM                                        Improve signage to             Med
            Town centre Poor signage from
                                                        ramp/lift at King Edward
            management Station to King                  Court for users exiting
                        Edward Court                    the station. As the lift is
                                                        not clearly visible, the
                                                        facility should be signed.
                                                        All signage should be
                                                        conspicuous and
                                                        designed to be
                                                        accessible, e.g., colour
                                                        contrasted text (see Sign
                                                        design Guide).
 B13        RBWM                                        Steps from the coach           Med
            Town centre Steps from Coach
                                                        park should incorporate
            management Park do not reflect              tactile indicators and
                        current design                  colour contrasted strips
                        guidance                        to highlight nosings.
 B14        RBWM        Lack of information             Users should be                High
            Town centre regarding lift access           informed of the
            management                                  operating hours of the lift
                                                        facilitating wheelchair
                                                        access between the
                                                        coach park and the train
                                                        station.
 B15        FGW                Ticket counter height    A section of the ticket        High
                               not suitable for a       counter should be
                               person seated or of      lowered for use by
                               short stature            wheelchair users and
                                                        those of short stature.
 B16        FGW                On audit visit, ticket   The ticket office should       Med
                               office was not open      be staffed in accordance
                               when it should have      with the opening hours
                               been, one ticket         specified. This will help
                               machine was not          to overcome some of the
                               working                  accessibility issues with
                                                        the ticket machines




Parker Knight Associates Ltd
Destination Access Audit Report                                                          167


 ID           Resp               Problem identified      Recommended work            Priority
 B17        FGW                Ticket machines do      Ticket machines should         Med
                               not meet the needs of be provided that are
                               visually impaired users designed to better meet
                                                       the needs of visually
                                                       impaired users, e.g.,
                                                       provision of both tactile
                                                       and audible feedback
                                                       from the touch screen.
 B18        RBWM                                         To ease navigation, the      Low
            Town centre Poor information
                                                         map of the shopping
            management regarding the                     centre located within the
                        shopping centre                  train station should be
                                                         orientated/re-designed
                                                         to ensure that it
                                                         accurately represents
                                                         the actual layout of the
                                                         centre.
 B19        FGW                                          Accessible sheltered         Med
                               Seating does not          seating, which, visually
                               contrast visually with    contrasts with the
                               the surrounding           surrounding
                               environment and lacks     environment, and
                               arm rest
                                                         incorporates arm rests
                                                         should be provided at
                                                         intervals along the
                                                         platform.
 B20        FGW                Lack of Platform Train    Platform Train Interface     Med
                               Interface indicators to   indicators for visually
                               assist visually           impaired people, i.e.,
                               impaired people           painted yellow lines and
                                                         tactile paving, should be
                                                         provided on the platform.
 B21        RBWM        Poor wayfinding                  Directional signage to       Low
            Town centre information regarding            WC provision from the
            management the location of the               station should be
                        accessible WC                    improved. To account
                                                         for the visual clutter in
                                                         The Concourse, it is
                                                         suggested that
                                                         additional directional
                                                         signage is provided.
                                                         Signage should be
                                                         visible, conspicuous and
                                                         legible.



Parker Knight Associates Ltd
Destination Access Audit Report                                                        168


 ID            Resp      Problem identified              Recommended work          Priority
 B22        Shopping   Lack of tactile                  Stepped access to male      Low
            centre     indicators to indicate a         and female WC
            management change in level                  provision should
                                                        incorporate appropriate
                                                        tactile indicators.


B Public Transport – Trains Windsor and Eton Riverside Station
 ID           Resp              Problem identified       Recommended work          Priority
 B23        SWT                                         Provide access zones in    Medium
                               Lack of access zones     accordance with
                               identified in disabled   BS8300:2001 at all
                               parking spaces           disabled car parking
                                                        spaces.
 B24        SWT                Lack of wheelchair       Provide a wheelchair       Medium
                               accessible ticket        accessible ticket
                               machine in close         machine in close
                               proximity to the
                                                        proximity to the
                               designated disabled
                                                        designated disabled
                               parking bays.            parking bays.
 B25        SWT                                         A section of the ticket      High
                               Ticket counter height    counter should be
                               not suitable for a       lowered for use by
                               person seated or of
                                                        wheelchair users and
                               short stature            those of short stature.
 B26        SWT                Ticket machines do      Ticket machines should      Medium
                               not meet the needs of be provided that are
                               visually impaired users designed to better meet
                                                       the needs of visually
                                                       impaired users, e.g.,
                                                       provision of both tactile
                                                       and audible feedback
                                                       from the touch screen
 B27        SWT                Printed Information      Printed information        Medium
                               does not meet current    should be designed to
                               good practice            meet with best practice
                               guidance                 guidance (See It Right
                                                        RNIB). Text size should
                                                        be increased and the
                                                        use of italicised text
                                                        removed.




Parker Knight Associates Ltd
Destination Access Audit Report                                                              169


 ID           Resp               Problem identified         Recommended work             Priority
 B28        SWT                Lack of Platform Train      Platform Train Interface      Medium
                               Interface indicators to     indicators for visually
                               assist visually             impaired people, i.e.,
                               impaired people             tactile indication, should
                                                           be provided on the
                                                           platform.
 B29        SWT                Poor signage                Accessible WC provision         Low
                               indicating accessible       should be made more
                               WC provision                conspicuous, to match
                                                           the signage for the male
                                                           and female WC
                                                           provision.
 B30        SWT                                            Pre-visit information          Med
                               Limited circulation         should reflect the limited
                               space outside the           access provided outside
                               accessible WC facility
                                                           the accessible WC. Any
                                                           planned improvements
                                                           to review circulation
                                                           space
 B31        SWT                Information regarding       Regular review of             Medium
                               the hours when station      website information to
                               is manned is different      ensure provided
                               to the hours stated on      information is up to date
                               the website. This           and accurate
                               impacts on whether
                               accessible entrance is
                               open
 B32        SWT                Lack of accessible          Availability of an             High
                               entrance available at       accessible entrance at
                               all times                   all times


B Public Transport – Car Parks
 ID           Resp               Problem identified         Recommended work            Priority
 B33        RBWM               Low level of                To review current             Med
                               designated disabled         parking provision in
                               car parking spaces          relation to disabled car
                               identified in site visits   parking spaces .To
                               and data from               increase the number
                               questionnaire               of disabled car parking
                                                           spaces as per current
                                                           guidance (6%) in all
                                                           car parks within the
                                                           project area




Parker Knight Associates Ltd
Destination Access Audit Report                                                          170


 ID           Resp              Problem identified       Recommended work           Priority
 B34        RBWM               Poor lighting levels in   To provide improved         Med
                               some Multi storey car     lighting in multi-storey
                               parks                     car parks (and along
                                                         routes to/from the
                                                         principal entrances)
                                                         for the benefit of all
                                                         car park users.

 B35        RBWM               Poor information in       To include any height       Med
                               relation to height        restriction information
                               restrictions at car       on leaflet, website
                               parks                     and other pre-visit
                                                         information

 B36        RBWM               Some disabled             To ensure all disabled      Med
                               parking bays do not       parking bays reflect
                               reflect current           current guidance and
                               guidance in relation to   are clearly defined
                               dimensions and
                               markings particularly
                               rear access zone. Also
                               some markings are
                               fading
 B37        RBWM               Drop kerb gradient        To improve gradient         Med
                               from disabled parking     from disabled parking
                               bays in Alexandra         bay to path
                               gardens to path were
                               considered too steep
 B38        RBWM               Many of the parking       To ensure any new
                                                                                     Low
                               meters and their          parking meter installed
                               controls were not         are fully accessible
                               accessible to all         (location and controls)
                               potential users, as       as per current
                               some were sited up a      guidance
                               single step or raised     (BS8300:2001). NB
                               and controls were         priority will need to be
                               above 1200mm above        increased if RBWM’s
                               ground level              current charging policy
                                                         is changed i.e. blue
                                                         badge holders park
                                                         free




Parker Knight Associates Ltd
Destination Access Audit Report                                                         171



B Public Transport – Bicycles
 ID           Resp               Problem identified     Recommended work            Priority
 B39        RBWM               Limited information     Clear information about       Med
                               regarding bike park     the location of bike park
                               facilities              facilities
 B40        RBWM/              Bikes parked on the     Improved formal               Med
            FGW                approach route to       provision for cycle
                               Maidenhead station      parking at the principal
                               causing a potential     entrance to
                               obstruction             Maidenhead station
                                                       (station approach)


 B41        RBWM               Some bike parking       Enforcement of safe           Med
                               posing an obstruction   cycle parking to prevent
                               and barrier to          obstruction on town
                               pedestrians             centre footways


 B42        RWBM               Poor location of some   Ensure appropriate            Med
                               bike park facilities    positioning of future bike
                                                       park facilities away from
                                                       main pedestrian
                                                       circulation routes


B Public Transport – Bus
 ID              Resp           Problem identified      Recommended work            Priority
 B43        RBWM               No bus stops            Develop a prioritised         High
                               assessed, as having     programme of providing
                               the appropriate bus     bus boarders throughout
                               boarders to provide
                                                       the area working with
                               access onto the bus     the bus operators.
                               for wheelchair users.   Incorporate raised bus
                               Appropriate bus
                                                       borders at all stops and
                               boarders can negate     ensure that sufficient
                               the deployment of the
                                                       clear space is provided
                               bus ramp therefore      for the bus and
                               improving access and    wheelchair approach.
                               reducing time spent
                                                       Also ensure parking
                               accessing the bus for   does not prevent good
                               some users              access. Development of
                                                       standard design
                                                       specification for
                                                       accessible bus stops



Parker Knight Associates Ltd
Destination Access Audit Report                                                            172


 ID           Resp               Problem identified        Recommended work            Priority
 B44        RBWM               Some seating at bus        Provide a variety of           Low
                               stop lacks armrests         seating at the bus stop,
                               and is not visually         i.e., with and without
                               contrasting against         arm, that visually
                               adjacent surfaces           contrasts with adjacent
                                                           surfaces
 B45        RBWM               Map at Maidenhead          Provide a more                 Med
                               High street may be
                                                           accessible map, taking
                               difficult for a visually    into consideration the
                               impaired person to          needs of visually
                               understand                  impaired users.
 B46        RBWM/ bus          Lack of real time          Provide real-time visual       Med
            operators          information at             information at
                               Maidenhead Station         Maidenhead station
 B47        Bus                Both bus operators do      To provide regular             Med
            operators          not provide ongoing        disability awareness
                               disability awareness       training for drivers
                               training


B Public Transport – Taxis
 ID            Resp              Problem identified         Recommended work           Priority
 B48        RBWM/taxi          Some taxi drivers are      To ensure that all taxi       High
            operators          not aware of how the       drivers are aware of how
                               ramp on their vehicle      the ramp on their vehicle
                               should be used             works. To provide
                                                          practical training on a
                                                          regular basis
 B49        RBWM               Lack of information at     Provide numbers for taxi      Med
                               the taxi rank regarding    firms that offer
                               accessible taxis           wheelchair accessible
                                                          vehicles at the taxi rank.
 B50        RBWM               As part of the license     To consider ongoing           Med
                               condition there is no      disability awareness
                               requirement for
                                                          training as part of
                               ongoing disability         license condition. (DSA
                               awareness training for     license requirements is
                               drivers
                                                          considered not
                                                          sufficient)




Parker Knight Associates Ltd
Destination Access Audit Report                                                             173


 ID            Resp              Problem identified         Recommended work            Priority
 B51        RBWM/taxi          At Maidenhead Station       Assess how a user             Med
            operators          during audit, taxi driver
                                                           would enter a wheelchair
                               took wheelchair into        accessible taxi from the
                               vehicle from the road.      pavement at the taxi
                               The gradient on the         rank
                               ramp was therefore
                               considered steep. The
                               ramp gradient is based
                               on the end of the ramp
                               being positioned on
                               the pavement to
                               ensure the ramp
                               gradient is optimised
                               for ease of movement
 B52        FGW                Lack of drop kerb           Provide a dropped kerb        Low
                               close to taxi rank at       in close proximity to the
                               Maidenhead Station          taxi rank.
 B53        FGW                Lack of clear               Improved Taxi rank
                               information regarding       signage and general
                               taxi rank location          identification                Med
 B54        RBWM/Taxi          Taxis often parked          To consider removal /
                                                                                         Med
            operators          where buses pull in on      relocation of taxi rank on
                               Shoppenhangers              Shoppenhangers Rd to
                               Road, Maidenhead            prevent obstruction to
                               Station therefore           bus stop
                               making it difficult for
                               passengers to alight
                               from the bus. Would
                               be impossible for bus
                               wheelchair ramp to be
                               used
 B55        RBWM               Lack of seating with        Provide seating in close      Med
                               armrests at Thames          proximity to the taxi rank
                               Street taxi rank            with arm rests.
                               Windsor
 B56        RBWM               Poor access for a           Assess how a user             Med
                               wheelchair user to          would enter a wheelchair
                               access an accessible        accessible taxi from the
                               taxi at Windsor and         pavement at the taxi
                               Eton Riverside Station      rank. This would include
                                                           considering the
                                                           introduction of dropped
                                                           kerbs as part of the taxi
                                                           rank, widening the
                                                           pavement or relocating
                                                           the rank to a more
                                                           accessible location.


Parker Knight Associates Ltd
Destination Access Audit Report                                                              174


 ID            Ref               Problem identified         Recommended work           Priority
 B57        RBWM               Lack of sheltered          Investigate the provision      Med
                               accessible seating at      of sheltered accessible
                               some taxi ranks            seating at the taxi rank.
                                                          (it is noted that some of
                                                          the taxi ranks are
                                                          located within
                                                          conservation area and
                                                          restrictions may apply).


B Public Transport – Park and Ride
 ID            Ref               Problem identified       Recommended work            Priority
 B58        RBWM               Park and Ride              To ensure that the           Med
                               transport at Home          infrastructure
                               Park uses an               maximises the benefit
                               accessible vehicle         of accessible vehicles
                               however the
                               infrastructure at the
                               car parks does not
                               facilitate easy access
                               onto the vehicle i.e.
                               access from highway
                               into vehicle no raised
                               boarder, ramp
                               gradient considered
                               too steep. This
                               potentially is a useful
                               service for some
                               people who find
                               negotiating steep
                               gradients difficult as
                               the service stops very
                               close to Windsor
                               Castle
 B59        RBWM/bus           Lack of clear              Provision of
            operator           information regarding      accessible pre-visit
                               Park and Ride              information                  Med
                               facilities and levels of
                               accessibility




Parker Knight Associates Ltd
Destination Access Audit Report                                                             175



B Public Transport – Windsor Coach park
 ID           Resp              Problem identified        Recommended work               Priority
 B60        RBWM               Lack of adequate        Steps from the coach park          High
                               step nosings and        should incorporate tactile
                               tactile indicators      indicators and colour
                                                       contrasted strips to highlight
                                                       nosings in all lighting
                                                       conditions.
 B61        RBWM               Lack of information     Users should be informed of        High
                               regarding lift access   the operating hours of the lift
                                                       facilitating wheelchair
                                                       access between the coach
                                                       park and the train station.
                                                       This information should be
                                                       available to those wishing to
                                                       use the facility prior to the
                                                       visit.
 B62        RBWM        Lack of wayfinding             Directional signage to             Med
            Town Centre information from               shopping areas should be
            Management Coach Park to                   provided at platform level for
                        Station to retail              those users approaching
                        areas/WC facilities            from the coach park.

                                                       Signage should be provided         High
                                                       within the train station
                                                       notifying users of lift access
                                                       to the coach park from
                                                       platform level.
 B63        RBWM        Lack of information            Signage should be provided         Med
            Town Centre regarding                      in close proximity to the
            Management assistance within               accessible WCs notifying
                        WC area                        potential users of where
                                                       assistance can be
                                                       requested.
 B64        RBWM               Accessible WC           Accessible WCs to have a           High
                               provision in Coach      drop down rail adjacent to the
                               Park lacks drop         toilet pan as per guidance
                               down rails
 B65        RBWM               Some accessible         Accessible WCs to reflect          Med
                               WCs do not reflect      current design guidance in
                               current guidance        relation to fixtures and
                               (ADM 2004)              fittings




Parker Knight Associates Ltd
Destination Access Audit Report                                                            176



C Specialised facilities – People to Places and Shopmobility
 ID             Resp             Problem identified      Recommended work           Priority
 C1         RBWM               People to places          To discuss/review with      Med
            people to          transport is a popular
                                                         People to Places their
            places             service however offers    current level of service
                               an extremely limited
                                                         provision and whether
                               service at weekends       there is any scope for
                               and evenings with no      extensions to their
                               service to people who     service
                               are not residents of
                               the Borough
 C2         RBWM               Both Shopmobility         To discuss/review with
            WAMU               schemes only operate      W&MU their current
                               Monday to Saturday        level of service
                                                         provision and whether
                                                         there is any scope for
                                                         extensions to their
                                                         service to include
                                                         Sundays. Increasing
                                                         numbers of shops,
                                                         places to eat ,visitor
                                                         attractions are now
                                                         open on a Sunday
 C3         RBWM               Shopmobility Windsor      To ensure that there a
            Shopmobility       has recently moved        good level of
            Transport          and there has been a      information regarding       Med
            providers          few issues:               the new location and
            (P2P)              poor signage              promote the facility
            King Edward        indicating location
            Shopping           both in car and as a      To ensure good level
            Centre             pedestrian                of communication
            managment          P2P transport unsure      between transport
                               where drop off point is   providers and
                               for shopmobility          Shopmobility in
                               Lift dwell times from     relation to drop off
                               King Edward Court         points
                               Access to
                               Shopmobility when         To review drop off
                               car park is full          point in relation to
                                                         vehicles who cannot
                                                         access King Edward
                                                         Court car park.
                                                         Currently Shopmobility
                                                         has to close office and
                                                         take a scooter down to
                                                         meet at the lower end
                                                         of Peascod Street




Parker Knight Associates Ltd
Destination Access Audit Report                                                                177



D General Circulation and Wayfinding
ID          Resp                      Problem identified            Recommended work            Priority
D1       RBWM                  Lack of tactile indicators,          Incorporate tactile          High
                               adequate colour contrasted
                                                                    indicators and colour
                               nosings and handrails at the         contrasted nosings
                               stepped access route King            and handrails at
                               Edward Court. This was               stepped access route
                               considered a major circulation       at King Edward Court.
                               route with no indication to a
                               visually impaired person of a
                               change in level
D2       RBWM                  There are a number of places in      Review and replace           High
                               both Maidenhead and Windsor
                                                                    pedestrian paving.
                               where the pavement has been          Ensure no significant
                               repaired using an infill of tarmac   level change resulting
                               and not the material the area is     in a potential trip
                               paved in i.e. brick pavers,          hazard. Ensure an
                               paving slabs. This has often
                                                                    even surface is
                               caused differences in surface        maintained and future
                               levels and a potential trip
                                                                    repairs are appropriate
                               hazard. For example                  to the surrounding
                               Topshop/McDonalds M’head,
                                                                    area.
                               Peascod St, Thames Street
D3       RBWM                  Rise fall bollard to prevent         Repair/replace rise/fall         Med
                               unauthorised vehicle access in       bollard at end of
                               Maidenhead is currently broken       pedestrian precinct to
                                                                    prevent unauthorised
                                                                    vehicle access.
D4       RBWM                  General pedestrian environment
                                                                    Ensure pavements are             Med
         Town centre           in both Maidenhead and               regularly inspected to
         Management            Windsor and Eton is cluttered        discourage pavement
                               with ‘A’ boards, parked vehicles,    parking and to
                               café table and chairs, waste         encourage shop
                               bins, planters reducing              keepers to keep the
                               pavement width and creating
                                                                    footway clear of
                               potential barriers                   obstruction from ‘A’
                                                                    boards and waste bins
                                                                    etc
D5       RBWM                  Some dropped kerbs are               To ensure that all
                               considered too steep and lack        dropped kerbs have
                               the appropriate tactile indication   the appropriate tactile          Med
                                                                    warning surface (with
                                                                    priority given where
                                                                    the dropped kerb is in
                                                                    direct line of approach)
                                                                    and correct gradient.




Parker Knight Associates Ltd
Destination Access Audit Report                                                              178


ID          Resp                      Problem identified           Recommended work           Priority
D6       RBWM                  On a controlled crossing the use    That all                        Med
                               of the rotating cone is an          Pelican/Toucan
                               essential tool for a visually       crossings have
                               impaired person. On some            rotating cone facility
                               crossings the rotating cone was     and these are regular
                               not working                         inspected to ensure
                                                                   they are in working
                                                                   order at all times.

D7       RBWM                  Dwell times on some crossings       That the dwell times            Med
                               were considered too quick for       on Pelican/Toucan
                               people with restrictive level of    controlled pedestrian
                               mobility                            crossings are
                                                                   reviewed to ensure
                                                                   there is adequate time
                                                                   for slower pedestrians
                                                                   to cross safely before
                                                                   lights change.

D8       RBWM/                 Temporary works requiring           That where temporary
                                                                                               High
         contractors           closure of the footway lack of an   utility works are
                               accessible route                    undertaken which
                                                                   require the closure of
                                                                   sections of footway,
                                                                   that an alternative
                                                                   accessible route is
                                                                   provided (including the
                                                                   provision of temporary
                                                                   dropped kerbs where
                                                                   appropriate).

D9       RBWM/                 Lack of visibility of temporary     That all temporary          High
         contractors           barriers in Maidenhead Town         barriers including
                               centre during audit                 scaffolding are clearly
                                                                   identified with
                                                                   appropriate high
                                                                   visibility barriers
D10 RBWM                       In some areas lack of seating to    To ensure that the         Medium
                               assist people with mobility         provision of
                               difficulties                        appropriate seating is
                                                                   reviewed along all
                                                                   pedestrian town centre
                                                                   routes to ensure
                                                                   adequate provision




Parker Knight Associates Ltd
Destination Access Audit Report                                                                   179


ID     Resp                          Problem identified               Recommended work             Priority
D11 RBWM                       Seating often provided without        Where seating is                   Low
                               armrest which can assist some         provided care should
                               people                                be taken to ensure that
                                                                     it is of a suitable height
                                                                     and is combined with
                                                                     arm rests and back
                                                                     supports where
                                                                     appropriate
D12 RBWM                       Lack of auditory information for      To consider the                    Med
                               Visually Impaired people in both      provision of an
                               town centres                          automated town centre
                                                                     wayfinding system
                                                                     suitable for use by
                                                                     visually impaired
                                                                     people. Requires
                                                                     consultation with
                                                                     visually impaired
                                                                     residents of RBWM
D13 RBWM                       Some areas within Windsor              To consider the
                                                                                                        Med
    Town centre                Town Centre may pose as a              provision of access
    management                 barrier to some visitors due to        information such as
                               the hilly environment                  ramp gradients on
                                                                      Town Centre maps
                                                                      (see also rec.A4)

D14 RBWM                       Many of the pedestrian                Review all the                 High
                               controlled and uncontrolled           pedestrian crossings
                               crossings within Windsor town         both controlled and
                               centre either had no tactile          uncontrolled within
                               indication or inappropriate tactile   Windsor Town Centre
                               indication for the appropriate        to ensure that they all
                               crossing. Some crossings had          reflect current design
                               tactile on one side and not the       guidance in relation to
                               other for example the junction of     the provision of tactile
                               St Leonards and Albany Road,          paving
                               others with none at all junction
                               of Sheet and Victoria Street.
                               Also some crossing points had
                               tactile indication for a controlled
                               crossing which clearly gives
                               people incorrect information.




Parker Knight Associates Ltd
Destination Access Audit Report                                                             180


ID     Resp                           Problem identified          Recommended work           Priority
D15 RBWM                       Lack of tactile indicators,        Incorporate tactile         High
                               adequate colour contrasted
                                                                  indicators and colour
                               nosings and appropriate            contrasted nosings
                               handrails on both sides at the     and handrails at
                               stepped access along the           stepped access routes
                               riverside path and into            along the riverside
                               Alexandra Gardens. This was
                                                                  path.
                               considered a major circulation
                               route with no indication to a
                               visually impaired person of
                               changes in level and lack of
                               handrails for a person with
                               mobility impairments
D16 RBWM                       Town Centre areas particularly     Plan and provide a          High
                               Windsor assessed as having a
                                                                  new wayfinding
                               weak way finding strategy.         strategy for Windsor
                               Evidence that at key decision      Town Centre that
                               points, lack of good directional
                                                                  follows current design
                               signage, lack of the use of        guidance (for example
                               pictograms, some signage
                                                                  Sign Design Guide)
                               confusing, some signage            and incorporates the
                               located within a cluttered
                                                                  use of pictograms.
                               environment, lacks clarity and     Consult with user
                               consistency
                                                                  groups on the signage
                                                                  for example sensory
                                                                  and cognitive
                                                                  impairments
D17 RBWM                       Many bollards within town          Provision of a                  Med
                               centre environment do not have     contrasting band on all
                               contrasting band to enable         bollards to ensure
                               identification by a visually       identification in all
                               impaired person against
                                                                  lighting condition
                               background environment

D18 RBWM                       Some bollards are less than        Ensure all freestanding         Med
                               1000mm in height and therefore     objects are at a height
                               perceived as a hazard.             no lower than 1000mm
                               Freestanding objects are
                               recommended to be at a height
                               no lower than 1000mm.
                               Examples bollard located in
                               Arch to station shopping area
                               and bollards located on entry to
                               Alexandra Park




Parker Knight Associates Ltd
Destination Access Audit Report                                                             181



E Retail and Eating Out
 ID            Resp                Problem identified            Recommended work            Priority
 E1         RBWM               Several service providers still   Encourage / facilitate       High
            Town centre        have physical barriers to         improved access to
            management         accessing services                those
            Chamber of                                           shops/restaurants
            Commerce                                             that have not already
                                                                 removed      physical
                                                                 barriers


 E2         RBWM               Some lack of awareness of         Provide     information      High
            Town centre        service providers duties          and guidance on how
            management         under DDA.                        retail premises can be
            Chamber of                                           managed so that
            Commerce                                             major barriers can be
                                                                 effectively overcome
                                                                 (consider     providing
                                                                 free training advice
                                                                 sessions).        Work
                                                                 closely with Chamber
                                                                 of Commerce and
                                                                 Town             centre
                                                                 Managers

 E3         RBWM               Some lack of awareness of         Provide     information
                                                                                              High
            Town centre        the range of impairments          and an increased
            management         (sensory, cognitive for           level of awareness of
            Chamber of         example) covered by DDA           the needs of a
            Commerce           and how to deal effectively       disabled person with
                               with customers. Evidence of       a       range         of
                               stereotypical disabled person     impairments.      Work
                               perceived as wheelchair user      closely with Chamber
                                                                 of Commerce and
                                                                 Town             centre
                                                                 Managers (consider
                                                                 providing free training
                                                                 advice sessions)

 E4         RBWM               `A’ boards located on
                                                                 Highways officers to         High
            Town centre        footways and creating a           undertake regular
            management         barrier to accessing shops,       checks to ensure ‘A’
                               places to eat                     boards don’t create
                                                                 unnecessary hazards
                                                                 on the footway




Parker Knight Associates Ltd
Destination Access Audit Report                                                              182



 ID               Resp                 Problem identified         Recommended work            Priority
  E5                                                              Ensure any future
            RBWM                 Physical barriers to accessing                               Medium
                                                                  development/ change
                                 some facilities
                                                                  of use in the provision
                                                                  of retail/restaurant
                                                                  should maximise
                                                                  levels of accessibility
                                                                  using local planning /
                                                                  buildings regulation
                                                                  policy and consulting
                                                                  with Access Officer

                                                                  If any works to
            RBWM
                                                                  pavements are to be
                                                                  carried out to see
                                                                  whether level heights
                                                                  can be changed to
                                                                  reduce step heights
                                                                  an example Theatre
                                                                  Royal Windsor


F Public Conveniences
 ID          Resp                 Problem identified            Recommended work              Priority
 F1        RBWM                Limited information          Compile a list of the                  Med
                               regarding accessible WC      available accessible WC
                               provision                    facilities

                                                            Include relevant information           Med
                                                            such as opening hours,
                                                            whether a RADAR key is
                                                            required, whether it is a left
                                                            of right-handed layout etc.
                                                            Where a RADAR key can be
                                                            obtained

                                                            Ensure that the above list is          Med
                                                            easily obtainable in a range
                                                            of accessible formats.
 F2        RBWM                Lack of accessible WC        Encourage the future                   Med
                               facilities particularly in   development/ provision of
                               Maidenhead                   accessible WC’s through
                                                            local planning / buildings
                                                            regulation policy

 F3        RBWM                Accessible WC provision      Provision of drop down rails       High
                               in Coach Park lacks drop     in each accessible WCs (see
                               down rails                   ref.B64)



Parker Knight Associates Ltd
Destination Access Audit Report                                                          183


 ID          Resp                 Problem identified        Recommended work              Priority
 F4        RBWM                Some accessible WCs      Where possible to carry out            Med
                               do not reflect current   a programme of
                               guidance (ADM 2004)      improvements to upgrade
                                                        WC facilities to reflect
                                                        current guidance (see
                                                        refB65)
 F5        RBWM                Lack of tonal contrast   To recommend improved                  Med
                               between sanitaryware     use of tonal contrast in any
                               and wall/floor in some   redecoration of general WC
                               general WC provision     facilities to reflect current
                                                        guidance
 F6        RBWM        A number of restaurants          To review the current policy           Med
           Town centre do not have accessible           regarding accessible WC
           management WCs facilities and many           provision and opening hours
                       of the public accessible         to ensure adequate facilities
                       provision is closed during       are available and that
                       the evening                      information is provided
 F7        RBWM        Lack of ‘Changing                To consider the provision of           Med
           Town centre Places’ accessible WC            this type of facility within
           management provision in Windsor              Windsor Town Centre. Carry
           Chamber of  Town Centre. Comments            out feasibility study in
           Commerce    made from data received          consultation with local
                       from questionnaire about         groups
                       the lack of provision            Suggest the WC facility at
                       within Windsor. More and         River street car park as a
                       more towns are now               possibility it has larger than
                       providing this facility and      normal room dimensions, a
                       given Windsor as a               good central location and
                       Visitor destination              close to disabled parking
                       consideration should be          spaces
                       given




Parker Knight Associates Ltd
Destination Access Audit Report                                                            184



G Public Buildings
 ID            Resp             Problem identified           Recommended work               Priority
 G1         RBWM               Lack of up to date         Improve        access     to           Med
                               information regarding      information     about   the
                               the    facilities and      facilities available for at
                               parking available at       public buildings.
                               public buildings.

 G2         RBWM               The Guildhall lacks        Plan any public meetings on        High
                               full access to the first   the ground floor or in an
                               floor of the building.     alternative venue
                               Currently in place is a
                                                          Carry out feasibility study to
                               seated stairlift, which                                           Med
                                                          determine whether there are
                               cannot be used by all
                                                          any alternatives to the
                               people. The Guildhall
                                                          current arrangements for
                               does not have free
                                                          vertical access
                               open public access


H Visitor Attractions
 ID               Resp           Problem identified       Recommended work                  Priority
 H1         Visitor            Some inconsistency in Provision of consistent level
            Attractions        the level of pre-visit of pre-visit information
            RBWM               information provided catering for all impairments
                               by each individual                                                Med
                               attraction. Some good
                               examples identified

 H2         Visitor            Not all Visitor            Encourage Disability
            Attractions        Attractions provide        Awareness training for all
            RBWM               disability awareness       attractions. Possibility of            Med
                               training for staff and     offering training for smaller
                               volunteers                 organisations
 H3         Visitor            Not all Web base           That all web-based
            Attractions        information complies       information complies with
            RBWM               with current               current international web
                               international web          accessibility standards. To
                                                                                             High
                               accessibility standards    raise awareness amongst
                                                          the project area of the
                                                          importance of websites
                                                          being accessible
 H4         RBWM Access        Unable to assess boat      To carry out assessment of
            advisory Panel     trip due to unsafe river   accessibility levels on boats
                                                                                             High
                               conditions                 with members of Access
                                                          Advisory Forum




Parker Knight Associates Ltd
Destination Access Audit Report                                                              185



J Guest Accommodation
ID            Resp              Problem identified         Recommended work              Priority
J1        RBWM                 Very limited levels in    Encourage and promote
          Guest                the level of              better detailed information
          accomm.              information provided      provision amongst
          Providers            regarding disabled        providers
          TSE                  facilities within guest
                               accommodation.            Provision of consistent          Med
                               Often information         level of pre-visit
                               inconsistent between      information catering for all
                               publications and          impairments
                               different formats

J2        RBWM                 Not all                   Encourage Disability
          Guest                accommodation             Awareness training for all
          accomm.              providers provide         guest accommodation
                                                                                          Med
          Providers            disability awareness      providers. Possibility of
          TSE                  training for staff        offering training for smaller
                                                         providers
J3        RBWM                 Not all Web base          That all web-based
          Guest                information complies      information complies with
          accomm.              with current              current international web
          Providers            international web         accessibility standards. To
          TSE                  accessibility             raise awareness amongst          High
                               standards                 Guest Accommodation
                                                         providers of the
                                                         importance of websites
                                                         being accessible
J4        RBWM                 Within Stay brochure      For RBWM future
                               (RBWM)        disabled    publications not to depend
                               facilities     symbol     on self assessment in
                               based      on     self-   relation to disabled
                                                                                          Med
                               assessment.      From     facilities and to consider
                               audit wide ranging        using National Access
                               levels of accessibility   Scheme categories

J5        RBWM                 On national               For RBWM to have a
          Guest                databases RBWM            higher number of guest
          accomm.              Guest                     accommodation providers
          Providers            accommodation             meeting a nationally
          TSE                  performed very            recognised access
                               poorly with only one      standard. Encourage              Med
                               establishment and a       Guest Accommodation
                               campsite meeting a        providers to apply.
                               nationally recognised
                               standard




Parker Knight Associates Ltd
Destination Access Audit Report                                                             186




ID           Resp               Problem identified      Recommended work                Priority
J6        RBWM                 Booking service both To ensure that TIC has
                               online and telephone information on all Guest
                               to cater for all     Accommodation Providers              Med
                               impairments.         in relation to facilities
                                                    covering all impairments
J7        RBWM                 Some lack of          Provide information and             High
          TSE                  awareness of service guidance on how Guest
                               providers duties      accommodation providers
                               under DDA.            can be managed so that
                                                     major barriers can be
                                                     effectively overcome
                                                     (consider providing free
                                                     training advice sessions).

J8        RBWM                 Some lack of              Provide information and
                                                                                         High
          Guest                awareness of the          an increased level of
          accomm.              range of impairments      awareness of the needs of
          Providers            (sensory, cognitive       a disabled traveller with a
          TSE                  for example) covered      range of impairments.
                               by DDA and how to         (consider providing free
                               deal effectively with     training advice sessions)
                               customers. Evidence
                               of stereotypical
                               disabled person
                               perceived as
                               wheelchair user
J9        RBWM                 Lack of any guest          Identify the potential need
                                                                                         Med
          Guest                accommodation              for this provision. If need
          accomm.              provider having a          identified negotiate with
          Providers            fixed tracking hoist or    guest       accommodation
                               the ability to provide     providers for the provision
                               a temporary                or      possibly   consider
                               provision                  funding via Planning 106
                                                          agreement in a new
                                                          facility
J10       RBWM                 Guest                     RBWM to provide up to
          Guest                Accommodation             date list regarding places
          accomm.              Providers unaware of      to rent equipment,
          Providers            how       to     rent     wheelchairs etc. and to
                               equipment to assist       provide to guest
                               guests enjoy their        accommodation providers
                               stay for example                                          Med
                               mobile          hoist, Guest Accommodation
          RBWM                 temporary tracking providers to have a greater
          Guest                hoist, shower chair    understanding of the
          accomm.                                     needs of the disabled
          Providers                                   traveller. Suggest training
          TSE


Parker Knight Associates Ltd
Destination Access Audit Report                                                              187



K Dorney Lake
 ID             Resp             Problem identified           Recommended work               Priority
 K1         Dorney Lake        No recorded                Undertake detailed access
            Trust              information about          audit of existing facilities        High
                               access issues              (internal and external)
 K2         Dorney Lake        Lack of information        Review “wash-up” report for
            Trust              with regard to access      access issues identified
                                                                                              Med
                               issues experienced at      after the 2006 world
                               previous major events      championships
 K3         Dorney Lake        Lack of detailed           Identify access/inclusion
                                                                                              High
            Trust              access strategy likely     champion
                               to ensure access           Develop detailed access
                               issues are                 strategy and ensure this
                                                                                              High
                               incorporated into future   becomes part of any future
                               proposals                  design brief.
                                                          Access to be a key aspect
                                                          of the event planning and be
                                                                                              High
                                                          contingent on all event
                                                          agreements
 K4         Dorney Lake        Lack of training and       Training for project
            Trust              awareness of staff with    management team and
            ODA                regard to disability       other relevant staff on
                                                                                              High
                               awareness and legal        disability and access related
                               duties                     issues

 K5         Dorney Lake        Lack of adequate           Consider development of
            Trust              accessible transport       transport access strategy
                                                                                              Med
            ODA                solutions                  (possibly to be included in
                                                          main strategy)
                                                          Close liaison with Olympic
                                                          committee with regard to
                                                                                              Med
                                                          access to transport issues

 K6         Dorney Lake        Lack of consultation       Early consultation with
            Trust              with local user groups     broad range of local user           Med
            Local User         with regard to access      groups
            groups             issues.                    Develop close working
                                                          partnership with local
                                                                                              Med
                                                          stakeholders e.g.
                                                          Shopmobility
 K7         Dorney Lake        Lack of pre-visit          To ensure that detailed,
            Trust              information about what     accessible information
                               facilities are available   strategy is established
                               and how accessible         which includes all necessary
                               they are.                  pre-visit information and           High
                                                          details about the broad
                                                          range of facilities likely to be
                                                          available.



Parker Knight Associates Ltd
Destination Access Audit Report                                                              188



L Slough Town Centre
ID           Resp                 Problem identified         Recommended work                 Priority
L1       Slough LA             Lack of accessible pre- To consider the compilation of a
                               visit information       local access guide detailing
                                                                                               High
                                                       access to local shops,
                                                       restaurants, cinemas, hotels etc.
                                                       To consider making the above
                                                       information available in
                                                       electronic and written format           High
                                                       accessible both on the web and
                                                       via local information services.
L2       Slough LA             Lack of accessible      Ensure that wheelchair
                               parking bays at the     accessible parking provision is
                               central car parks       provided in accordance with
                                                                                               High
                                                       current guidance e.g.
                                                       approximately 6% of total
                                                       spaces.
                                                       Ensure that information about
                                                       the location and accessibility is
                                                       included on any pre-visit               High
                                                       information e.g. height
                                                       restrictions etc.
         Slough LA                                     To ensure lighting levels in car
                                                       parks are adequate under                    Med
                                                       varying natural light conditions
L3       Slough LA             Need for provision of   Provide clearly identified bicycle
                               clearly identified      storage areas at transport
                               bicycle storage to      interchanges and shopping                   Med
                               prevent on-street       sites, preferably covered, well lit
                               obstruction             and secure.
L4       Slough LA             Lack of appropriate     Improve seating within bus
                               seating in bus station  station adjacent to all stops as
                                                                                                   Med
                                                       part of bus station re-
                                                       development
L5       Bus                   Poor access to          Ensure that any areas where
         operators             information centre at   services are provided &
                               the bus station         information given are fully                 Med
                                                       accessible to all potential
                                                       visitors
L6       Slough LA             Information provision   Ensure that where information is
         Bus                   not fully accessible    provided it is accessible to all,
         operators                                     especially consider height,             High
                                                       design and location of timetable
                                                       information
L7       Slough LA             Lack of information     Provide clear contact
                               about which local Taxi information for companies who
                                                                                                   Med
                               firms have accessible   have accessible vehicles
                               cabs



Parker Knight Associates Ltd
Destination Access Audit Report                                                            189



ID             Resp              Problem identified          Recommended work               Priority
L8       Slough LA             Lack of clearly         Improve taxi rank signage
                                                                                                 Med
                               identified taxi ranks   around the town centre
L9       Slough LA             Lack of information     To ensure that all town centre
                               about location of       maps and any proposed access
                               accessible WC’s         guide includes detailed
                                                       information about the location of     High
                                                       the town centre accessible WC’s
                                                       and the level of accessibility
                                                       each WC affords.
L9       Slough LA             Town centre area (high To ensure that all proposed
                               street, bus station and works undergo a detailed
                               railway station) is due access appraisal to ensure
                               to undergo a major      access for all is incorporated
                               redevelopment           into the detailed design
                                                                                             High
                               therefore detailed      proposals
                               recommendations
                               regarding the station
                               have not been
                               identified




Parker Knight Associates Ltd
Destination Access Audit Report                                                   190



Appendix
Questionnaire

Destination Access Audit 2007
Windsor and Maidenhead
The Royal Borough of Windsor and Maidenhead already has a significant tourist industry,
which will further benefit from the staging of the 2012 Olympic Games and Paralympic
Games at Dorney Lake and London.

To ensure that both the facilities and surrounding environments are easy to use and
accessible to everyone including both residents and visitors the Royal Borough of Windsor
and Maidenhead in partnership with Tourism South East are currently carrying out a project
‘Destination Access Audit – Royal Borough of Windsor and Maidenhead’.

The outcomes of this project will enable the Royal Borough of Windsor and Maidenhead to
plan access improvements to benefit both residents and visitors to the borough.

Parker Knight Associates are the Consultants working on behalf of RBWM and
Tourism SE to carry out this project and are keen to seek the views of local people
in relation to current levels of accessibility within the borough. To help in this
process the completion of the attached questionnaire would be appreciated.

As a thank you for completing this questionnaire all respondents will have the
opportunity of winning a £25.00 gift voucher. If you would like to be entered in our
free Prize Draw for a £25.00 gift voucher please include your name and address or
the name of an organisation you would like to donate it to at the bottom of the
questionnaire.



 If you would like to receive this information in an alternative
 format or language please contact Lynne Penn Access Officer
 Royal Borough Windsor and Maidenhead tel.01628 796481




Parker Knight Associates Ltd
Destination Access Audit Report                               191



Destination Access Audit 2007
Windsor and Maidenhead
1 Have you used or visited any of the following ?

Please indicate with a mark in the box the services you have
used. Did you find the access and facilities for disabled people
good, fair or poor, please indicate below?


                                  Used    ☺
                                         good    fair     poor
Trains

Windsor Riverside Railway
Station
Windsor and Eton Railway
Station
Maidenhead Railway
Station
Slough Railway Station

Local buses

Accessible taxis

Park and Ride Windsor

People2places transport

Shopmobility in Windsor

Shopmobility in
Maidenhead
Surface Car Parks in
Windsor

Parker Knight Associates Ltd
Destination Access Audit Report                                192




                                  Used      ☺
                                         good      fair     poor
Multi-storey car parks in
Windsor
On street parking in
Windsor
Surface Car parks in
Maidenhead
Multi-storey car parks in
Maidenhead
On street parking in
Maidenhead
Public toilets in Windsor
Public toilets in Maidenhead
Windsor Pedestrian
environment
(pavements,drop kerbs,
pedestrains crossings)
Maidenhead Pedestrian
environment
(pavements,drop kerbs,
pedestrains crossings)

2 Have you visited any of the following places?
Please indicate with a mark in the box the places you have
visited and whether you found the access and facilities for
disabled people good, fair or poor?

Attraction                        Visited
                                             ☺
                                            good     fair     poor
Windsor Castle

Ascot Racecourse



Parker Knight Associates Ltd
Destination Access Audit Report                            193



Attraction                        Visited
                                             ☺
                                            good   fair   poor
Legoland

Eton College

Frogmore House

St Georges Chapel

Savill Garden

Stanley Spencer Gallery

Cliveden National Trust

Dorney Court

Windsor Great Park

Boat trip on the Thames

Dorney Lake

River and Rowing Museum,
Henley
Theatre Royal, Windsor

Royal Windsor Racecourse

Windsor Arts Centre

Windsor Guildhall

Blue Badge Guided Tour
Maidenhead Heritage Centre

Parker Knight Associates Ltd
Destination Access Audit Report                              194



Attraction                        Visited
                                             ☺
                                            good    fair    poor
Odeon cinema Maidenhead

Magnet Leisure Centre

Norden Farm Arts Centre

Windsor Leisure Centre

Windsor Library

Maidenhead Library

York House, Windsor

Maidenhead Town Hall

Shopping in Windsor

Shopping in Maidenhead


3 Please note in the box below any other facilities or services
  that you consider maybe of benefit or a barrier to disabled
  people within Windsor and Maidenhead Town centre areas.


4 When planning a journey and/or holiday where do you find
  the information to plan your trip? Please indicate with a mark
  in the box below what sources you use?

Printed information for                Internet/websites
example brochures
Telephone contact                      Information centre


Parker Knight Associates Ltd
Destination Access Audit Report                              195




5 Please indicate with a mark in the box below if you have any
  of the impairments listed?

Visual impairment                 Hearing impairment

Mobility impairment               Wheelchair user

Learning difficulties


6 If you wish to discuss any access issues in the Windsor and
  Maidenhead town centre areas in more detail please provide
  contact details below

7 As part of the project we are hoping to carry out journeys
  and site visits with disabled people. If you would like to be
  involved in any of the journeys or site visits in the Windsor
  and Maidenhead areas please provide contact details below


Please return the questionnaire by 30 November 2007 to:

Thank you for your assistance




Parker Knight Associates Ltd
Destination Access Audit Report                                       196



References
Barker/Fraser (2000) Sign Design guide – Guide to inclusive signage

BSI (2001) BS8300: The design of buildings and their approaches to
meet the needs of disabled people – code of practice

BSI (2006) PAS 78: Guide to good practice in commissioning accessible
web sites

CIBSE (1997) Code of Lighting

DCMS (2007) Winning: A tourism strategy for 2012 and beyond
Department for Transport (2002) Inclusive Mobility

DETR (1999) Guidance on the use of tactile paving surfaces

DRC (2006) Code of Practice for Service Providers

DRC (2006) Provision and Use of Transport Vehicles: Statutory Code of
Practice

Dulux ICI (1997) Design Guide for the Use of Colour and Contrast

English Heritage (2004) Easy Access to Historic Properties

Fieldfare Trust (1997) A Good Practice Guide to Countryside Access for
Disabled People

ODA (2006) Transport Plan Summary

ODA (2007) Transport Strategy for the Games

ODPM (2004) Building Regulations: Approved Document M: Access to
and use of buildings

RADAR (Royal Association for Disability and Rehabilitation) (2007)
Holiday Guide

RBWM (2003) Windsor and Eton Visitor Survey

RBWM Licensing Conditions for Hackney Carriage Vehicle License



Parker Knight Associates Ltd
Destination Access Audit Report                     197



RBWM (1999) Access Guide for RBWM

RNIB (2001) See It Right (clear print guidelines)

Sport England (2001) Access for Disabled People

TSE (2007) Accommodation Data for RBWM

Visit Britain (2004) National Accessible Scheme

Visit Britain Access Statement leaflet




Parker Knight Associates Ltd

								
To top