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The Marks and Spencer Tunbridge Wells

33 Calverley Road, Royal Victoria Place, Tunbridge Wells, Kent, TN1 2TX

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Access Guide

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Introduction

Public Transport and Parking

  • Public Transport View
    • There is a bus stop within approximately 150m of the store.
    • The nearest train station is Tunbridge Wells.
  • Parking View
    • The store does not have its own car park.
    • The store shares a car park/parking facilities.
    • Clearly marked/signposted designated Blue Badge parking bays are available.
    • Clearly marked/signposted parent and child parking bays are not available.

Approach (Calverley Road)

  • There is step free access on the approach to the store.
  • The surface of the approach is stone/concrete tiles and block paving.

Outside Access (Calverley Road - Menswear)

  • This information is for the entrance located on Calverley Road.
  • There is step free access at this entrance.
  • There is a slope with a very easy incline.
  • Entrance Details View
    • The main door(s) open(s) automatically.
    • The door(s) is/are double.
    • The width of the door opening is 220cm (7ft 3in).

Approach (Royal Victoria Place)

  • Access into Royal Victoria Place is step free via lift from the multi-storey car park.
  • There is step free access on the approach to the store.
  • There is a slope with a very easy incline.
  • The surface of the approach is vinyl.

Outside Access (Royal Victoria Place - Level 1 - Menswear)

  • This information is for the entrance located on level 1 of Royal Victoria Place.
  • There is step free access at this entrance.

Outside Access (Royal Victoria Place - Level 1 - Food Hall)

  • This information is for the entrance located on level 1 of Royal Victoria Place.
  • There is step free access at this entrance.

Outside Access (Royal Victoria Place - Level 2 - Beauty)

  • This information is for the entrance located on level 2 of Royal Victoria Place.
  • There is step free access at this entrance.
  • There is a slope with a very easy incline.

Inside Access

  • Inside Access View
    • There is step free access throughout the store.
    • There is flooring which is shiny and could cause issues with glare or look slippery to some people.
    • The store does not play background music.
    • There is a/are fixed hearing assistance system(s) in the store.
    • The hearing assistance system(s) is/are located at the Bureau de Change counter, in the Café and at the Order & Collect counter.
    • There is a cash machine in the store.
    • There is a/are wheelchair(s) available to borrow.
    • Trolleys designed for the use of wheelchair users are available.
  • Click and Collect View
    • There is a Click and Collect service in the store.
    • Customers can obtain online Order and Collect items from the Order and Collect counter.
    • The Order and Collect counter is located on the first floor, to the left of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance. There is another in the Food Hall which is very similar and detailed in the Food Hall section.
    • There is step free access to the Order and Collect counter.
    • There is a clear accessible route to the Order and Collect counter.
    • The Order and Collect counter is approximately 36m from the Royal Victoria Place - level 2 - Beauty entrance.
    • The height of the Click and Collect counter is 95cm.
    • There is a hearing assistance system at the counter.
    • There are windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Comments View
    • There is an ATM in the Food Hall that has controls that vary from 97-131cm high. It is by the staffed checkouts and the Order & Collect counter on the ground floor.

Menswear

  • Menswear View
    • Menswear is located on the ground floor, ahead as you enter the Calverley Road - Menswear entrance.
    • There is step free access to Menswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Menswear aisle(s).
  • Till(s)/Counter(s) View
    • There is step free access to the Menswear till(s)/counter(s).
    • There is a clear accessible route to the Menswear till(s)/counter(s).
    • The nearest Menswear till(s)/counter(s) is/are approximately 30m from the Calverley Road - Menswear entrance.
    • The height of the Menswear till(s)/counter(s) is/are 95cm.
    • There is not a hearing assistance system at the till(s)/counter(s).
    • There are not windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Accessible Fitting Room(s) View
    • There is/are 6 fitting room(s) in total within Menswear, 1 of which is an accessible fitting room.
    • There is step free access to the accessible fitting room(s).
    • There is a clear accessible route to the accessible fitting room(s).
    • There is a curtain opening to access the accessible fitting room(s).
    • The clear width of the opening is 100cm.
    • The dimensions of the accessible fitting room(s) are 155cm x 200cm.
    • There is clear manoeuvring space in the accessible fitting room(s).
    • There is a/are wall mounted rail(s) in the accessible fitting room(s).
    • There is a drop down rail in the accessible fitting room(s).
    • There is a mirror in the accessible fitting room(s), the bottom edge of the mirror is 30cm from the floor.
    • There are coat hooks in the accessible fitting room(s) at 100cm and 140cm from the floor.
    • There is a functional emergency alarm in the accessible fitting room(s).
    • There is a drop down/tip up chair in the accessible fitting room(s).
    • The height of the chair from the floor is 48cm.
    • There is an assistance bell, but it was not functional at the time of the survey.
    • The height of the assistance bell from the floor is 104cm.
  • Standard Fitting Room(s) View
    • There is/are 4 standard fitting room(s) within Menswear.
    • There is step free access to the standard fitting room(s).
    • There is a clear accessible route to the standard fitting room(s).
    • There is a chair/stool/changing bench in the standard fitting room(s).

Babywear/Kidswear

  • Babywear/Kidswear View
    • Babywear/Kidswear is located on ground the ground floor, in the centre of the store as you enter the Calverley Road - Menswear entrance, to the rear of the Menswear department.
    • There is step free access to Babywear/Kidswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Babywear/Kidswear aisle(s).

Food Hall

  • Food Hall View
    • The Food Hall is located on the ground floor, to the rear of the store as you enter the Calverley Road - Menswear entrance.
    • There is step free access to the Food Hall.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Food Hall aisle(s).
  • Till(s)/Counter(s) View
    • There is a food information counter.
    • There is step free access to the food information counter.
    • There is a clear accessible route to the food information counter.
    • The height of the food information counter is 95cm.
    • There is a hearing assistance system at the counter.
    • There is a/are checkout(s) and self service till(s) (Scott tills) in the Food Hall.
    • The height of the checkout(s) is/are 95cm.
    • Staff can provide assistance with using the self service till(s) (Scott tills).
  • Comments View
    • The self-service checkouts vary. There are 6 which have controls from 81-131cm and take any payment, and 6 card only checkouts which have controls 100-130cm high. The card only self-service checkouts have knee recesses 56cm high and a counter area 59cm high for baskets to be placed on.
    • There is an Order and Collect counter for the Food Hall by the checkouts and ATM. The counter is 95cm high and has a functioning, signed induction loop which was tested on 28/10/21.

Other Floors

  • Stairs View
    • There are stairs, however they are not located on the shop floor/in a public area.
  • Escalator(s) View
    • There is an/are escalator(s) for public use.
    • The escalator(s) is/are located in the centre of the store on the right as you enter the Calverley Road - Menswear entrance.
    • The escalator(s) in the store go both up and down.
    • The floors which are accessible by escalators are ground floor and first floor.
    • The escalator steps are clearly marked.
    • The foot and head of the escalator(s) are clearly marked.
    • Clear signage for the lift is visible from the escalator(s).
  • Lift View
    • There is a lift for public use.
    • The lift is located to the rear of the Babywear/Kidswear department as you enter the Calverley Road - Menswear entrance.
    • There is step free access to the lift.
    • There is a clear accessible route to the lift.
    • The lift is approximately 45m from the Calverley Road - Menswear entrance.
    • The floors which are accessible by this lift are ground floor and first floor.
    • The lift is a standard lift.
    • The clear door width is 115cm.
    • The dimensions of the lift are 170cm x 150cm.
    • There is a mirror to aid reversing out the lift.
    • There are not separate entry and exit doors in the lift.
    • The lift has a visual floor indicator.
    • The lift has an audible announcer.
    • The lift has a hearing assistance alarm system.
    • The height of the lift controls are between 86cm and 115cm.
    • The lift controls have tactile markings.
    • The lift controls do not have Braille markings.

Beauty

  • Beauty View
    • The Beauty department is located on the first floor, ahead as you enter the Royal Victoria Place - level 2 - Beauty entrance.
    • There is step free access to the Beauty department.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Beauty department aisle(s).

M&S Bank / Bureau de Change

  • Bureau de Change View
    • There is a Bureau de Change service in the store.
    • The Bureau de Change is located on the first floor, to the left of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance.
    • There is step free access to the Bureau de Change.
    • There is a clear accessible route to the Bureau de Change.
    • The Bureau de Change is approximately 35m from the Royal Victoria Place - level 2 - Beauty entrance.
    • The height of the Bureau de Change counter is 100cm.
    • There is a hearing assistance system at the counter.

Womenswear

  • Womenswear View
    • Womenswear is located on the first floor, ahead as you enter the Royal Victoria Place - level 2 - Beauty entrance, to the rear of the Beauty department.
    • There is step free access to Womenswear.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Womenswear aisle(s).
  • Till(s)/Counter(s) View
    • There is step free access to the Womenswear till(s)/counter(s).
    • There is a clear accessible route to the Womenswear till(s)/counter(s).
    • The nearest Womenswear till(s)/counter(s) is/are approximately 28m from the Royal Victoria Place - level 2 - Beauty entrance.
    • The height of the Womenswear till(s)/counter(s) is/are 95cm.
    • There is not a hearing assistance system at the till(s)/counter(s).
    • There are not windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Accessible Fitting Room(s) View
    • There is/are 12 fitting room(s) in total within Womenswear, 1 of which is an accessible fitting room.
    • There is step free access to the accessible fitting room(s).
    • There is a clear accessible route to the accessible fitting room(s).
    • There is a curtain opening to access the accessible fitting room(s).
    • The clear width of the opening is 100cm.
    • The dimensions of the accessible fitting room(s) are 156cm x 200cm.
    • There is clear manoeuvring space in the accessible fitting room(s).
    • There is a/are wall mounted rail(s) in the accessible fitting room(s).
    • There is a drop down rail in the accessible fitting room(s).
    • There is a mirror in the accessible fitting room(s), the bottom edge of the mirror is 25cm from the floor.
    • There are coat hooks in the accessible fitting room(s) at 100cm and 185cm from the floor.
    • There is a functional emergency alarm in the accessible fitting room(s).
    • There is a drop down/tip up chair in the accessible fitting room(s).
    • The height of the chair from the floor is 48cm.
    • There is a functional assistance bell in the accessible fitting room(s).
    • The height of the assistance bell from the floor is 85cm.
  • Standard Fitting Room(s) View
    • There is/are 11 standard fitting room(s) within Womenswear.
    • There is step free access to the standard fitting room(s).
    • There is a clear accessible route to the standard fitting room(s).
    • There is a chair/stool/changing bench in the standard fitting room(s).

Lingerie

  • Lingerie View
    • Lingerie is located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance.
    • There is step free access to Lingerie.
    • The majority of aisles have a clear width of 100cm+ and are clear of obstructions.
    • There is step free access throughout the Lingerie aisle(s).
  • Till(s)/Counter(s) View
    • There is step free access to the Lingerie till(s)/counter(s).
    • There is a clear accessible route to the Lingerie till(s)/counter(s).
    • The nearest Lingerie till(s)/counter(s) is/are approximately 55m from the Royal Victoria Place - level 2 - Beauty entrance.
    • The height of the Lingerie till(s)/counter(s) is/are 95cm.
    • There is not a hearing assistance system at the till(s)/counter(s).
    • There are not windows, TVs, glazed screens or mirrors behind the till(s)/counter(s) which could adversely affect the ability of someone to lip read.
    • The till(s)/counter(s) is/are not placed in front of a background which is patterned.
  • Accessible Fitting Room(s) View
    • There is/are 7 fitting room(s) in total within Lingerie, 1 of which is an accessible fitting room.
    • There is step free access to the accessible fitting room(s).
    • There is a clear accessible route to the accessible fitting room(s).
    • There is a curtain opening to access the accessible fitting room(s).
    • The clear width of the opening is 100cm.
    • The dimensions of the accessible fitting room(s) are 157cm x 200cm.
    • There is clear manoeuvring space in the accessible fitting room(s).
    • There is a/are wall mounted rail(s) in the accessible fitting room(s).
    • There is a drop down rail in the accessible fitting room(s).
    • There is a mirror in the accessible fitting room(s), the bottom edge of the mirror is 29cm from the floor.
    • There are coat hooks in the accessible fitting room(s) at 100cm and 140cm from the floor.
    • There is a functional emergency alarm in the accessible fitting room(s).
    • There is a drop down/tip up chair in the accessible fitting room(s).
    • The height of the chair from the floor is 41cm.
    • There is a functional assistance bell in the accessible fitting room(s).
    • The height of the assistance bell from the floor is 90cm.
  • Standard Fitting Room(s) View
    • There is/are 6 standard fitting room(s) within Lingerie.
    • There is step free access to the standard fitting room(s).
    • There is a clear accessible route to the standard fitting room(s).
    • There is a chair/stool/changing bench in the standard fitting room(s).

Café (M&S Café)

  • Location and Access View
    • The Café is located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance.
    • There is step free access to the Café.
    • There is a clear accessible route to the Café.
    • There is step free access throughout the Café.
  • Counter View
    • Food and/or drink(s) is/are ordered from the service counter.
    • Food and/or drinks can be brought to the table.
    • The height of the service counter is 87cm.
    • There is a counter/tray rail at a height of 85cm to allow a disabled person to manoeuvre a tray.
  • Tables and Seating View
    • There is not a priority table for wheelchair users.
    • No tables are permanently fixed.
    • Some chairs are permanently fixed.
    • Some chairs have armrests.
    • The nearest table is approximately 5m from the Café entrance/opening.
    • The distance between the floor and the dining tables is 74cm.
    • There is clear manoeuvring space throughout the Café.
  • Menus and Services View
    • Menus are available on the wall.
    • The Café has a menu board.
    • Menus are clearly written.
    • Menus are presented in good contrasting colours.
    • Drinking straws are available.
    • Two handle cups are available on request.
    • The Café does not play background music.
    • WiFi is available in the Café.

Parent and Baby Room

  • There is a parent and baby room in the store.
  • The parent and baby room is located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance, off the café.
  • There is step free access into the parent and baby room.
  • There is a clear accessible route to the parent and baby room.
  • The parent and baby room is approximately 60m from the Royal Victoria Place - level 2 - Beauty entrance.
  • Staff do not need to be notified for use of the room.
  • The height of the baby change table/bench once extended and in use is 88cm.
  • There are disposal facilities in the parent and baby room.
  • There is a wash basin in the parent and baby room.
  • The height of the wash basin is 88cm.
  • There is/are not chair(s) in the parent and baby room.
  • There is a toilet in the parent and baby room.

Accessible Toilet(s)

  • There is an accessible toilet in the store.
  • Location of and Access to the Accessible Toilet View
    • The accessible toilet is unisex.
    • The accessible toilet is located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance, off the cafe.
    • There is step free access into the accessible toilet.
    • There is a clear accessible route to the accessible toilet.
    • The accessible toilet is approximately 60m from the Royal Victoria Place - level 2 - Beauty entrance.
  • Features and Dimensions of the Accessible Toilet View
    • Staff do not need to be notified for use of the accessible toilet.
    • A key is not required for the accessible toilet.
    • There is pictorial and written signage on or near the toilet door.
    • The door opens towards you (pull).
    • The width of the door opening is 94cm.
    • The door is locked by a lever twist.
    • The dimensions of the accessible toilet are 220cm x 260cm.
    • There is clear manoeuvring space in the accessible toilet.
    • There is a lateral transfer space.
    • As you face the toilet pan the transfer space is on the right.
    • The lateral transfer space is 140cm.
    • There is a drop down rail on the transfer side.
    • There is a flush on the transfer side.
    • There is a spatula type lever flush.
    • There is a functional emergency alarm.
    • There are disposal facilities in the accessible toilet.
    • There is a coat hook in the accessible toilet, 170cm from the floor.
  • Position of Fixtures in the Accessible Toilet View
    • There is a/are wall mounted rail(s).
    • As you face the toilet the wall mounted grab rail(s) is/are on both sides.
    • There is a shelf or equivalent flat surface in the accessible toilet (includes toilet cistern).
    • The shelf or equivalent flat surface is within 95cm of the floor.
    • There is a mirror in the accessible toilet, the bottom edge of the mirror is 72cm from the floor.
    • The height of the toilet seat above floor level is 48cm.
    • The toilet has a cistern.
    • There is a toilet roll holder.
    • The toilet roll holder can be reached when seated on the toilet.
    • The height of the toilet roll holder is 100cm.
    • There is a wash basin.
    • The wash basin can be reached when seated on the toilet.
    • The height of the wash basin is 74cm.
    • The tap type is lever. It is a mixer tap.
    • The tap(s) can be reached when seated on the toilet.
    • The distance from the nearest tap(s) to the toilet seat is 73cm.
    • There is a soap dispenser.
    • The soap dispenser can be reached when seated on the toilet.
    • The height of the soap dispenser is 95cm.
    • There is a towel dispenser.
    • The towel dispenser cannot be reached when seated on the toilet.
    • The height of the towel dispenser is 97cm.
    • There is a hand dryer.
    • The height of the hand dryer is 100cm.
  • Colour Contrast in the Accessible Toilet View
    • There is a colour contrast between the external door and wall.
    • There is a colour contrast between internal door and wall.
    • There is a colour contrast between the grab rail(s) on the right and wall.
    • There is a colour contrast between the grab rail(s) on the left and wall.
    • There is a colour contrast between the drop down rail and wall.
    • There is a colour contrast between the walls and floor.

Standard Toilet(s)

  • There is a/are standard female and male toilet(s) in the store.
  • Standard Female and Male Toilet(s) View
    • The female and male toilet(s) is/are located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance, off the café .
    • There is step free access to all of the standard female and male toilet(s).
    • There is a clear accessible route to all of the standard female and male toilet(s).
    • There is not an ambulant cubicle, with a minimum manoeuvring space of 45cm x 45cm and handrails on both sides.
  • Standard Unisex Toilet(s) View
    • The unisex toilet(s) is/are located on the first floor, to the rear of the store as you enter the Royal Victoria Place - level 2 - Beauty entrance, off the cafe.
    • There is step free access to all of the standard unisex toilet(s).
    • There is a clear accessible route to all of the standard unisex toilet(s).
    • There is not an ambulant cubicle, with a minimum manoeuvring space of 45cm x 45cm and handrails on both sides.

Additional Information

  • Staff undertake regular internal awareness training.
  • There is a member of staff trained in British Sign Language.
  • There is a member of staff available to provide assistance.
  • There is not a home delivery service available from the store.

Sunflower Lanyard Scheme

  • This store is part of the Sunflower Lanyard Scheme.
  • The Sunflower Lanyard Scheme helps people with hidden disabilities which aren’t always obvious – such as autism, dementia and visual or hearing impairments.