Gravesham Access GroupTown Centre ReviewCarried out by and report produced by the members of Dartfordand Gravesham Young Evaluators Project 2010 - 2012

August 2012

ContentsForeword 3Background, brief, aimsand objectives 4Challenges and approaches 4The survey 5Our findings 6 - 11- Banks 7- Department stores 8- Supermarkets 9- Fast food outlets 10- Post offices 11

Recommendations 12

Foreword

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Dartford and Gravesham Local Children’s Trust Boards commissioned the current Young Evaluators programme in August 2010. We are a group of 7 young people representing both areas. Our group consists of a mix of those that are less likely to engage or have life challenges which may act as a barrier to their accessing training, as well as those that are already involved in traditional forms of participation. We undertook a 6-week intensive training course that focused on the principles and practices of peer research. The training was designed around the needs of the group, where we took a lead role in shaping the programme with regard to delivery and approach. This is our fifth piece of commissioned work and our tenth project as a group. This work covers areas such as mystery shopping, peer research, priority planning and influencing borough-wide service specifications. Although this type of mystery shopping project does not formulate part of the expected range of work we are usually commissioned to undertake, the group felt strongly about being involved. Not only did we want to make a difference to our local community, one member of the group has first hand experience in difficulty accessing local businesses, service and retail premises due to their own disability; and so pushed to take on the project, with great support from the rest of the group. This report is a summary of our findings during our independent inspections as well as our experiences and recommendations, where appropriate. We would like to take this opportunity to thank you for letting us be involved with this project The Young Evaluators Project

Background, Brief,Aims & Objectives

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Challenges & Approaches

Gravesham Access Group is a local forum set up to advise on disability issues of local concern. They work with the local community; liaise with local authorities, businesses and service providers to ensure facilities are acceptable to all. They provide a forum to raise and review accessibility issues and respond to plans and policies being drafted by local authorities. This bespoke piece of work will act as a base line report that can be used by the group to develop a small leaflet/map of the town showing what facilities particular shops and businesses, can offer.

We had to consider what difficulties we may face when carrying out the inspections and what would be the best way to overcome them. Four of our group took part in planning for the inspections as well as carrying them out on the day. One of our members is disabled and a wheelchair user and so it was decided would need to work as part of a pair in order to complete the inspections. The group felt that beyond necessity that this was a valuable approach to the piece of work, as it would give both disabled and non-disabled service user perspectives. Key challenges: - One disabled wheelchair user, needing support - Some members not being familiar with the area - Restricted numbers to cover a large area and premises shortlisted for inspection - Anxieties around being challenged by store staff etc - Anxieties around speaking with adults and not being trained to work with this

target audience Approaches: - Using local knowledge from one member we swept from one end of town to the

other as part of our pre-planned approach that would help us be more effective, working together systematically

- Disabled and non disabled member working together - Other members to work independently - Using clipboard approach, survey question set designed by Gravesham Access

Group - Working from an agreed script designed by the members using the information

provided as part of the Gravesham Access Group brief

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The Survey 1. Is there a level access to the premises? i.e. are there any steps? 2. Is there a ramp? 3. If there isn’t level access or a ramp, is there an alternative entrance? 4. Are there automatic doors? Do they slide, open out or in? 5. If the doors aren’t automatic are they heavy to open? 6. Are the doors wide enough for a wheelchair or double buggy? 7. If accessible doors are out of action are arrangements in place to help a

wheelchair user? 8. Are the premises on more than one floor? 9. Is there a lift? – Is it big enough for a wheelchair / buggy plus at least one

other adult? 10. If there is a lift, can wheelchair / buggy exit without having to turn? 11. If someone needs assistance, is help readily available i.e. packing bags,

opening doors etc.? 12. Is there a hearing loop system? 13. Is there an accessible toilet? 14. If there is an accessible toilet, is the entrance always kept clear? 15. Is the toilet kept fully accessible inside or is it used as a store room? 16. Is the toilet big enough to accommodate both a wheelchair and a carer? 17. Is a radar key needed for the toilet? 18. Can a wheelchair / pushchair get around the aisles? 19. Is information provided in different formats i.e. Braille, large print, audio etc.? 20. Are all goods easy to reach? If not, what help is provided? 21. Is there a low counter? 22. Is there good signage i.e. toilets, which side to queue etc.?

Our Findings

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The template acted as a good framework for our inspections that would ensure we could adopt a consistent approach that would make the evaluation process simpler and would result in clearer findings to present to Gravesham Access Group. However, although we used the template, at times we needed to use our instincts and judgment, which proved crucial. The questions were answered with a yes, no, not applicable or no information, however for some of the questions additional comments were necessary to convey the true results. Members took it upon themselves to decide on what they thought was relevant information from these additional comments that would fill in some gaps and add extra detail. In order to read the tables, the following symbols relate to the answers: ! = Yes " = No # = Not applicable $ = No information

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Our FindingsBanks Question

Barclay’s Halifax HSBC Kent Reliance

Lloyds TSB

Nationwide Natwest Satander

1 ! ! ! ! "* ! ! ! 2 ! # # # "* # $ $ 3 # $ $ $ "* $ $ $ 4 !* !* !* # "* !* !* !* 5 $ $ $ # "* $ $ $ 6 ! ! ! " "* " ! !* 7 $ " # $ "* $ # $ 8 ! # # ! "* # # # 9 ! $ $ $ "* $ $ $ 10 # $ $ $ "* $ $ $ 11 " # ! # "* ! ! ! 12 " ! ! # "* ! ! # 13 # # # # "* $ # # 14 $ $ $ $ "* $ $ $ 15 $ $ " $ "* $ $ $ 16 $ $ " $ "* $ $ $ 17 $ $ " $ "* $ $ $ 18 ! ! " ! "* ! ! ! 19 !* !* " " "* !* !* # 20 $ $ " $ "* $ $ $ 21 # # " ! "* # # !

!!" ! ! " $ "* $ # # Additional comments and information ! Barclay’s

o 4. The doors slide open. o 19. Information is available in large print.

! Halifax o 4. The doors open inwards. o 19. Information is available in large print.

! HSBC o 4. The doors open inwards.

! Lloyds TSB o No information available due to temporary bank closure

! Nationwide o 4. The doors open inwards. o 19. Information is available in large print.

! Natwest o 4. The doors open outwards, onto the street. o 19. Information is available in large print.

! Santander o 4. The doors open inwards. o 6. A wheelchair can fit through the doors, however a double buggy would

not.

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Our FindingsStores Questions

BHS Debenhams Marks and Spencer/s

Primark Wilkinsons

1 ! " ! " ! 2 " ! " ! " 3 # # # # # 4 !* !* !* !* !* 5 " " # # # 6 ! ! ! ! ! 7 # # # # # 8 " " ! ! " 9 # # ! ! # 10 # # "* ! # 11 ! ! ! ! ! 12 ! ! ! ! " 13 " " " " " 14 # # # # # 15 # # # # # 16 # # # # # 17 # # # # # 18 # # # "* ! 19 !* !* !* !* ! 20 ! ! !* !* "* 21 ! ! $ ! ! !!" ! ! ! ! ! Additional comments and information

! BHS o 4. The doors open inwards. o 19. Information is available in large print.

! Debenhams o 4. The doors open inwards. o 19. Information is available in large print.

! Marks and Spencer o 4. The doors slide open. o 10. A wheelchair or buggy would have to turn around to exit forwards, however

there is enough room to do so. o 19. Information is available in large print. o 20. The majority of items are in reach and staff are more than happy to assist

where items are out of reach. ! Primark

o 4. The doors open inwards. o 18. The main gangway is wide enough for a wheelchair to manoeuvre however

within the rails it can become difficult. o 19. Information is available in large print. o 20. Staff are always visible to help.

! Wilkinsons o 4. The doors slide open. o 20. Although things are out of reach, there are enough staff present to help.

Our Findings

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Supermarket Questions

ASDA Farmfoods Iceland Tesco

1 ! ! ! ! 2 " " ! " 3 # $ " $ 4 !* $ !* !* 5 $ $ $ " 6 ! ! ! ! 7 $ $ $ $ 8 " " " " 9 ! $ $ $ 10 ! $ $ $ 11 ! ! ! ! 12 " " ! ! 13 !* " $ " 14 ! $ $ $ 15 ! $ $ $ 16 ! $ $ $ 17 " $ $ $ 18 ! ! ! ! 19 !* ! " !* 20 "* "* ! !* 21 "* ! ! !

!!" ! ! ! ! Additional comments and information ! Asda

o 4. The doors slide open. o 13. There is a disabled access toilet, however the door is heavy. On their own,

a person in a wheelchair may struggle to open it from the inside without assistance.

o 19. Information is available in Braille for the toilets only and large print. However, the Braille for the disabled toilet is out of the reach of a person in a wheelchair.

o 20. Items are high however there are always staff or other customers near enough to be asked for help.

o 21. The counters are high so packing would be difficult for someone in a wheelchair. There is not a big gap between counters – a wheelchair would scrape on the sides going through. There are also sharp turns to avoid hitting the wall after going through the checkouts.

! Farmfoods o 20. Items are high, however there are many customers and staff around who

can help. ! Iceland

o 4. The doors open inwards. ! Tesco

o 4. The doors slide open. o 19. Information is available in large print. o 20. Items are high, however there are many customers and staff around who

can help.

Our Findings

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Fast Food Outlets Questions

The Marlin

McDonald’s Subway Additional comments and information

1 ! " "

2 ! ! ! 3 !* # #

4 ! ! ! 5 " " "

6 " " #

7 # "* ! 8 ! " !

9 # !* # 10 # # #

11 " " ! 12 ! ! !

13 ! "* ! 14 # " #

15 # " #

16 # " # 17 # ! #

18 " " # 19 ! " !* 20 " " " 21 ! " "

!!" ! " "

The Marlin

3. There was a person waiting outside in a wheelchair. After closer inspection, it appeared the step going into the shop was too big for the wheelchair to overcome.

McDonald’s 7. There is a button outside the main entrance which alerts a member of staff to assist with the door. 9. Although there is no lift, staff will find a table downstairs and even request other customers move to another table if required. Staff also offer to collect food from the counter. 13. Although there is an accessible toilet, it can’t be accessed without walking through long queues of people waiting to be served.

Subway 19. Information is available in large print.

Our Findings

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Post Offices Questions

ASDA WHSmths Additional comments and information

1 ! ! 2 " " 3 " " 4 " ! 5 "! " 6 ! ! 7 " " 8 # # 9 " " 10 " $ 11 # ! 12 ! # 13 "! # 14 " " 15 " " 16 " " 17 " " 18 ! ! 19 ! #! 20 " ! 21 ! !

!!" ! !

Asda 5. The post office itself has no doors. Please see Asda under Supermarkets for more information.

13. The post office itself has no toilet. Please see Asda under Supermarkets for more information.

WHSmiths

19. Information is available in large print.

Recommendations

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As previously mentioned this type of project does not formulate part of the expected range of work we are usually commissioned to undertake, however we all enjoyed working on a new challenge. It gave us new perspectives and experiences from which we could learn and use in our future work. Following our inspections and when pulling together the findings the group discussed their observations and experiences of taking part. It became clear that our wheelchair user within the group had, despite using the same criteria to carry out the inspections, a very different approach and perspective. As a disabled service user every question was considered from their practical viewpoint and so considered each question beyond its face value. For example, the questions relating to the accessibility etc of toilet facilities within a premises, for the non disabled Young Evaluator these were straightforward questions which were answered with straight yes or no answers or made using their own judgment in certain aspects and the detail contained within the report reflects that. For our disabled Young Evaluator it was possible to answer these same questions using experience and knowledge for the basis of the answers. In addition, they had a greater awareness of what to look out for, things which could be the difference between a good, bad and indifferent experience. Once again this is evident from the detail in some areas of the inspections where our disabled member has carried these out. It is clear that having disabled service users involved in the inspections would be significantly more beneficial. It is for this reason that we suggest that the way forward is for partnership work to be carried out with “ListenUp” Group, a disabled children’s participation project, given that Gravesham Access Group are keen to work more with young people. We feel that both organisations understand the needs of disabled people, particularly with regard to accessibility issues, more clearly Finally we recommend that Gravesham Access Group consider working with their members and disabled service users to: 1. further develop a comprehensive set of criteria for future inspections, as appropriate 2. consult with them on what they would like to see included on the map and what it should look

like 3. involve them in future inspections

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Notes

The Dartford and Gravesham Young Evaluators Project Project coordinator Juli Dosad of Banter Limited Email: juli@banter.uk.net Web: www.banter.uk.net This report was written by Tom Dale