arena access statement - plymouth pavilions arena access... · contents page introduction 4 contact...

A R E N A A C C E S S S T A T E M E N T

C O N T E N T S

PAGE

INTRODUCTION 4

CONTACT DETAILS 6

OPENING TIMES 7

DOWNLOADABLE LINK 8

BOOKING TICKETS AND ACCESSIBLE AREAS 8

TRAVEL GUIDE 10

ARRIVAL GUIDE 11

TOILET FACILITIES 14

MEDICAL REQUIREMENTS 15

EMERGENCIES 15

ACCESS TO PERFORMANCE 16

ASSISTANCE DOGS 16

STROBE LIGHTING 16

SOUND LEVELS 17

QUIET SPACES 17

FEEDBACK 18

ADDITIONAL INFORMATION 18

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P L Y M O U T H P A V I L I O N S A R E N A A C C E S S S T A T E M E N T

V E R S I O N : A C C E S S / 0 6 1 9 / I S S U E 1

I N T R O D U C T I O N

Plymouth Pavilions is a multipurpose venue located in the centre of Plymouth and is the largest purpose-built arena in Devon and Cornwall. The venue hosts a wide variety of events throughout the year including live music, comedians, corporate functions, banquets and family shows. Over the years, we have had the pleasure of hosting high profile acts, including Little Mix, Pink, The Prodigy, Liam Gallagher, Ed Sheeran and Kanye West.

Full details of all upcoming events and performances are available on our website - www.plymouthpavilions.com

We are committed to giving our customers a warm welcome, an enjoyable experience and an excellent level of customer service. Our staff are always on hand to help and answer any questions you may have.

Our Arena can hold a maximum of 2,542 guests for a seated performance, up to 4,000 for a standing concert and up to 700 for a banquet. The venue has multiple food and drink outlets. Other facilities that Plymouth Pavilions offers:

• Accessible toilets

• Ambulant toilets

• Step free access from main entrance to bar area, toilet facilities and main Arena. The Ticket Store is also step free

• The Ticket Store, Security and Information Desk with low level counter and induction loop

• Accessible viewing riser platforms (only available on certain performances)

• Complimentary tickets for personal escorts and carers

• Knowledgeable and experienced venue staff that can help with any requirements

• Enquiry email address

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A Site map of Plymouth Pavilions has been included below:

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C O N T A C T D E T A I L S

The Ticket Store and access enquiries: 0333 772 7727

(Mon-Sat 10AM-2PM)

Email: [email protected]

Web: www.plymouthpavilions.com

Post: Plymouth Pavilions, Millbay Road, Plymouth, PL1 3LF

When emailing us with regard to a specific requirement, please use the enquiries email address listed above.

We are committed to equal opportunities. If you need any information provided in a larger font, or an alternative format, we will do all that we can to help. Please contact us for assistance. An easy-read copy of this document is available to download from our website.

Our dedicated and experienced venue team are here to help regardless of how you contact us, whether it is by phone, email, post or in person.

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O P E N I N G T I M E S

We can arrange for you to come and visit the venue when we are quiet if you think it would be helpful to familiarise yourself with the building before you attend an event or performance. Please contact us via your preferred method and we’ll be happy to assist you. Please note that timings will need to flexible and dependant on the buildings operational needs and staff availability.

We are also able to provide pictures of some locations within the building if you prefer them sent via email.

THE TICKET STORE

The Ticket Store phone lines are open Monday to Saturday, 10am - 2pm. The Ticket Store and information desk is open from 60 minutes before an event is due to start. The Ticket Store is closed on Sundays and Bank Holidays unless there is an event taking place, when it will again open 60 minutes before an event is due to start.

ACCESS ENQUIRIES

For any access enquiries, please contact The Ticket Store directly via phone, or email the enquiries email address. If you need to get in contact outside of our Ticket Store opening times, we advise you to email our enquiries email address detailed on page 5. A dedicated & knowledgeable member of the team will be able to help with your access question.

EVENT DAYS

Venue opening times and start times vary from event and performance. We recommend that customers check social media announcements and the website in the lead up to an event or performance. For all the latest information and show times please check the dedicated event show page on the Plymouth Pavilions website.

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D O W N L O A D L I N KThis document can be downloaded in PDF format via our website.

B O O K I N G T I C K E T S A N D A C C E S S I B L E A R E A S

TICKETS

Tickets for our Arena events can be booked in a number of ways:

• By Phone: Call The Ticket Store on 0333 772 7727. (Mon-Sat 10am -2pm) The Ticket Store is also able to help with any access questions.

• In person: Tickets can be booked in person at the venue Ticket Store 60 minutes prior to the start of an event, only.

• Online: Tickets are available to purchase online 24 hours a day. Please check our website for more details.

Please note that some events and performances can only be booked directly with the promoter, please check our website for more details.

Opening times for the booking facilities are detailed on page 6.

24 hour booking facilities are available online. If you have an access requirement, please contact us directly so that we can ensure you receive full guidance on our venue facilities and are able to book the best seats for your requirement.

Information on all events and performances can be found on the Plymouth Pavilions website www.plymouthpavilions.com and bookings can be made via the dedicated events pages, where you will be redirected to The Ticket Store website; booking fees will apply.

THE TICKET STORE

The Ticket Store and information desk is located on the ground floor at the front of the venue, directly next to the venue entrance doors. It is fully accessible with:

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• Low level counter

• Induction loop

• Step free access

• Staff can provide information in large type on request, and can also arrange for information to be made available in alternative formats.

• The floor surface is level

• There will be staff contactable who are trained in disability awareness.

The Ticket Store opening times are available on page 7.

ACCESSIBLE TICKETS, ESCORTS AND CARERS

For all accessible seating requirements, please contact The Ticket Store so we can ensure that you receive guidance on our venue facilities and are able to book the best seats for your requirements.

Subject to availability, we can offer a complimentary ticket for an Escort or Carer who is assisting or supporting a disabled customer whilst attending an event. This ticket would need to be requested at the time the booking is being made as it cannot be added retrospectively. Further information may be required.

Escorts and Carers are expected to help with way-finding, assisting the customer into and out of the venue and auditorium, buying and carrying food and drink and undertaking all access requirements of the person they are attending the event with. They are not expected to leave the customer alone for long periods of time, be unable to meet with customer’s access requirements, or be inebriated at the event.

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ACCESSIBLE AREAS

If your access needs have changed since booking your tickets, please contact us and we will do everything we can to help you. This will be subject to ticket availability.

The amount of wheelchair spaces varies for each event and performance and is based on the format and setup of the Arena. We advise that customers contact The Ticket Store via phone directly with any access enquiries. Alternatively, you can use the enquiries email address.

T R A V E L G U I D E

Plymouth Pavilions is located in the centre of Plymouth and is accessible via public transport. There is a drop off and go facility located directly outside the front doors.

The closest car park is The Western Approach Car Park, which is located 400 metres from the venue front doors.

Further details on Western Approach Car Park can be found here: https://www.plymouth.gov.uk/parking/findsomewherepark/citycentreparking/westernapproachcarpark

We are one mile from Plymouth Train Station through the city centre. There is a taxi rank directly outside Plymouth Train Station. The majority of city centre buses will stop at either Plymouth Bus Station on Cornwall Street or Royal Parade, less than 850m from Plymouth Pavilions.

Further information on Plymouth bus routes and access to the full timetable and route planner can be found here: https://www.plymouthbus.co.uk/journey-planner/

If you would like to come to Plymouth Pavilions via taxi, we recommend the following taxi firms, all of which have accessible taxis in their fleet:

Need A Cab: Tel 01752 666222 http://needacab247.com/

Tower Cabs: Tel 01752 252525

Taxi First: Tel 01752 222222 http://www.taxifirst.net/

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A R R I V A L G U I D E

When arriving at Plymouth Pavilions, there is only one entrance to the venue located off Millbay Road. The entrance and The Ticket Store open 60 minutes before the start of any event or performance. We always advertise the event timings across social media and the Plymouth Pavilions website at least 24 hours before an event or performance takes place.

The main entrance doors are retained in the open position when events are taking place. The clear door opening width of the main entry doors is 2.05m.

Once an event or performance has finished, egress is via multiple exits in the Arena, these exits are all step free. Visitor Services Assistants will be on hand to assist with any questions.

Please note that occasionally for some events, performances and VIP meet & greets, other entrances to the building may be used. Where possible these will be advertised in advance.

COLLECTING TICKETS

If you need to collect your tickets, please come to The Ticket Store at the front of the venue. Information about accessing The Ticket Store is available on pages 6 and 7 of this document. When collecting tickets, we ask all of our customers to provide us with the payment card and identification. Please take note that tickets can be posted out up to 14 days prior to the event taking place.

SECURITY

In light of recent events, we’ve aligned our security provision with other venues and followed guidance from local and national Police authorities. A full list of restricted items and our bag policy can be

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found on our website under ‘Your Visit’ here.

Special consideration will be made for guests with medical needs and parents caring for infants. We ask this is communicated to the venue ahead of visit for ease of entry.

Our Security Team conduct security checks for all events and we ask that customers cooperate with them to gain access to the venue quickly.

Following security checks, you will be greeted by our Visitor Services Assistants who will scan your tickets and will be able to direct you via the most accessible route to your seats. If you have any questions or are unsure, please ask them for additional support.

GETTING AROUND THE VENUE

The main entrance has step-free access, the floor surfaces are all smooth and the lighting levels are good. The main entrance to the main bar area and Arena is all step-free.

Main Entrance The Ticket Store & Information Desk

Live Café Area Main Bar Area

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For some events and performances, there will be provision of an accessible riser platform. The accessible riser platform needs to be booked at the time of purchasing your ticket, to do this please contact The Ticket Store directly. When at the venue our Visitor Services Assistants will be able to show you the best route to the riser platform. Whenever an accessible riser platform is provided, it remains staffed by a Visitor Services Assistant throughout the event. If you have any questions then please do not hesitate to ask.

EARLY ACCESS

If you require early access into the venue before the advertised door opening times then we will do all we possibly can to help, and will arrange for seating to be made available if required. Although we are not able to offer early admission to the Arena itself, we can arrange for you to access the outer foyer area, so that you can avoid any long queues, especially for standing concerts.

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T O I L E T F A C I L I T I E S

There are four accessible toilets on the ground floor of the venue. One in Lobby A, two off the main bar area and one in the live café area. Please refer to the site map provided on page 4 of this document for their locations, the accessible toilets are highlighted in orange.

When watching an event or performance in the main Arena, the closest accessible toilet facilities will be the accessible toilets located in Lobby A & B.

There are a number of ambulant toilet facilities located within the male and female toilets accessible from the bar area.

All of our ambulant and accessible toilet facilities have step-free access.

If you have any questions about our facilities, please contact our Ticket Office, the number can be found on page 6 of this document.

ACCESSIBLE TOILET CUBICLE AMBULANT TOILET CUBICLE

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M E D I C A L R E Q U I R E M E N T S

We welcome attendees who need to bring medicines, food or drink to manage a medical condition. You are welcome to contact us in advance of your visit for advice should you have any concerns or questions. You are welcome to bring any supporting documents to the venue with you should you wish.

Our security staff understand that people may need to supply their own provision to self-manage their condition. If a member of security has any questions they will call a Duty Manager to discuss the matter in private.

Trained first aiders, provided by St John Ambulance, are available at all events. St Johns are contactable via our Visitor Services Assistants or a Duty Manager. At least one first aid room is available at every event.

E M E R G E N C I E S

In the event of an emergency evacuation, there will be an audible alarm in all areas of the building accessible to the public. A member of staff will give direct instructions from the stage to members of the public within the Arena. Our Visitor Services Assistants will be available to help where required.

All areas of the building have emergency evacuation plans, including accessible areas. In the event of an evacuation, all coordination is undertaken by the designated Duty Manager.

Our staff are fully trained in the evacuation of the venue.

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A C C E S S T O P E R F O R M A N C E

Plymouth Pavilions uses the Sennheiser infra-red hearing loop system. If you wish to bring your own Sennheiser equipment, please check the frequency we are transmitting on before use. Please ask at The Ticket Store and Information Desk for details. If you wish to use the Pavilions Sennheiser hearing loop equipment, we recommend you contact The Ticket Store in advance of the event or performance when you purchase your tickets.

We are committed to continually improving the services we can provide and endeavour to work with tours and promoters to increase all areas of accessibility in the future.

Please contact The Ticket Store if you have any requests and we will try our best to do all we reasonably can to help.

A S S I S T A N C E D O G S

Assistance dogs are welcome at Plymouth Pavilions. If you wish to take your dog with you into the Arena, please let our staff know at the time of booking so that suitable space can be allocated. Water for dogs can also be provided. Any waste bags can be disposed of in bins outside the front entrance of the building beside Millbay Road.

S T R O B E L I G H T I N G

Please be aware that some events and performances will contain strobe lighting or smoke effects. Signage will be available in the venue to advise customers of this. If you need to know whether strobe lighting or smoke effects will be used on an event or performance, please contact us before booking your tickets and we will try our best to check with the promoter.

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S O U N D L E V E L S

We have little influence to the sound levels on the events and performances that take place at Plymouth Pavilions. Artists and productions generally travel with their own sound and lighting equipment, including their own sound engineers and operating staff. We do monitor both sound quality and decibel output closely and we will advise touring production crews when necessary. We are not able to request the volume be decreased on performances unless it is breaching legal limits. Ear plugs are available on request from The Ticket Store and Information Desk located at the main entrance to the

Q U I E T S P A C E S

The Plymouth Pavilions is a compact venue and does get very busy on event days. However, there are areas of the building that are quieter than others.

Our live café seating area is generally quiet during performances.

Events and performances with a designated quiet space will have mention of this on the show page. For Events and performances without a designated quiet space, our staff will be happy to support customers in finding them an area in the building where they can take a moment away from the crowds.

If you are feeling uncomfortable or would like to be shown to a quiet space then please ask a member of the Visitor Services Team, Security or a Duty Manager who will be happy to assist you.

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F E E D B A C K

We welcome feedback on how we can improve the experience for all our visitors. Please let us know if there is anything we can do to improve both this Access Statement and your experience of the venue in general.

A D D I T I O N A L I N F O R M A T I O N

General information about the city including places to stay, things to do and places to visit is available from www.visitplymouth.co.uk

There is a dedicated website for the City of Plymouth regarding accessibility. Information is available from http://www.accessplymouth.co.uk/about.html

Care has been taken to ensure that information in this Access Statement was correct at the time of publication. If you need any further information or clarification about anything within this document please contact us.

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