Access - Frequently Asked Questions
"Why do I have to join the Access Register?"
The Grand Theatre is always aiming to improve its access provisions and services, and the Access Register is one of the tools we use to do so. We ask patrons to join our Access Register so we can ensure we are fulfilling the requirements of as many patrons as possible. We hope that once you are a member you should find booking tickets via the Box Office a simple process as all staff will have be aware of what your membership entitles you to and any specific requirements you have mentioned on your application form, i.e preferred seating locations.
We understand that you may find your access requirements a sensitive subject and respect that you should not have to share this information with everyone. However, only our Access & Operations Manager, Sue Howell, has access to the documentation you send into the theatre. All information is private and confidential and treated as such.
"Can I book online?"
We ask those patrons who join our access register to contact the Box Office direct with all ticketing enquiries. To ensure all specific access needs are met wheelchair spaces and access related concessions are not available through online booking.
"Do you have your brochure in accessible formats?"
We provide an Audio Described Performance Newsletter bi-annually that is produced in large print. All those patrons who outline their need for this service in their Access Register application form will automatically receive one.
We also produce an audio copy of each newsletter as well as our full brochure. These are available and posted out in CD format to those patrons who request them. If you wish to be added to the mailing list for Audio format Newsletters and Brochures, please email Sue Howell at firstname.lastname@example.org.
"Do you have a lift?"
Yes! We have a lift in our foyer area that can take patrons to each level of the theatre.
"Can I bring my Assistance Dog?"
Assistance Dogs are welcome in the theatre. If you are bringing your assistance dog with you there are two options. If you are happy to do so you can keep your dog with you in the auditorium. If you choose to do this then the dog must remain with and be the sole responsibility of the owner at all times. You must also ensure you inform the Box Office if you intend on taking your assistance dog in the auditorium with you. This will allow them to allocate the most appropriate seating for you.
If suitable seating cannot be found or if you would rather your dog not be in the auditorium during the performance due to the loud music/noises, the theatre can arrange for a volunteer to look after them during this time. You must mention this request to Box Office when booking your tickets. They will pass the details of your visit on to our Access & Operations Manager to make arrangements for you. If you are booking online and wish to take advantage of this service, please email email@example.com to discuss the details of your visit.
Please be aware that although the theatre will make every effort to arrange this on your behalf, this is a voluntary service and cannot be guaranteed. We will require as much notice as possible so booking tickets in good time is advised.
"Where do we meet for a Touch Tour and what time does it start?"
We always meet near the lift and accessible toilet in the foyer area. This area is to the right as you enter the building.
Touch tours are generally scheduled to start one hour prior to the performance start time. However, this does vary between shows and so please do confirm the time with the Box Office when booking your ticket.
"Can we book a theatre tour despite our access needs?"
We are more than happy to work with you to tailor tours and education activities to your access needs. If you are part of a school or social group who would like a theatre tour you can book these via James Collins, Creative Learning Coordinator. James can be contacted via email at firstname.lastname@example.org.
For more information, please go to our Theatre Tours and Education sections on the website.
"Do my access needs mean I cannot enter a competition or come to a specific event?"
Where possible we make events and workshops as accessible as best we can. It is your responsibility to inform us of your needs when you book to attend any education or community events here at the theatre. Please contact the theatre to discuss any additional needs that you might have should you wish to attend.
Should you enter a competition we ask that you inform us of any additional needs that you may have.
Please also ensure that if you are Deaf or Hard of Hearing you indicate which would be the best method of contact (in case voice calls are not possible).
If you have any further questions please contact Sue Howell on email@example.com or call her on 01902 57 33 20.