Poor signage and staff displayed lack of disability awareness
3
3
Date of visit: June 2019
I have experience of challenges around: moving around
Overall Rating
Average
This is a local lending library and I visited to attend an event.
Disabled Access In and Around
Average
There is a short but steep flight of stairs to the raised entrance level, with a hand rail, see photo. The event I was attending was on the first floor and I climbed up a flight of stairs to access the room, see photo. Once inside the room there was rows of free standing chairs. The play we attended was very enjoyable. On exiting I used the lift, which was tucked away in the far corner of the library and then exited by the stairs to street level. I didn't notice any signage for the lift. It was only when I came to write the review I checked the library's website and it says "Ramp access via children's library and then lift or steps and/or lift to main library entrance and learning space which is located on the first floor" This venue is step free via the children's library and it would be helpful if at the main entrance this was stated.
Parking & Transport
Excellent
Ladbroke Grove tube station is 2 minutes walk away, but it is not step free. When I exited the train I had to step up onto the platform. Then there was a flight of stairs, with handrail, to the ticket hall. I decided due to the gap between the train and platform that I would travel by bus to go home. There are several buses that stop nearly outside the library.
Accessible Toilets
0There were toilets, I don't know if they were accessible but I didn't use them.
Staff
Bad
I didn't see any staff when I entered the building. When I arrived on the first floor I saw 2 members of staff. I said to them that the stairs were difficult and if they were having events it would be helpful to advertise that there is no step free access. To which the man replied that there was a lift and I had done half of it now and I could use the lift to go down. There was no apology or empathy shown by him and I felt that his remark was quite flippant. I then said that it would be helpful if the lift had been signposted. The staff did not inform me that I could exit step free via the children's library so I still had to negotiate the entrance steps when we left. I felt disappointed at the staff's response, they showed little understanding or empathy to the needs of a mobility impaired person.
Additional Information
This is a step free venue but it is not easy to know this. Signage and staff awareness could be improved. Given my experience last night I won't be in a rush to visit again.
