Accessibility
Last updated: August 2026
Our Commitment
We want everyone to be able to enjoy Palais. This policy sets out what access we currently offer, where our building’s layout limits that access, and what we are doing to improve it.
Our Building
Palais is located in a former Victorian department store arranged over three levels: basement, ground, and first floor, connected internally by stairs only. The building does not currently have a lift or platform lift. This means that, at present, wheelchair users and others unable to use stairs cannot independently access the basement or first floor.
We know the lack of a lift is a real limitation, and we’re sorry for the inconvenience it causes. Where the basement or first floor host something you’d like to experience, please get in touch and we’ll work with you on the best option available and create a solution specific to your visit.
What Is Accessible Now
- Step-free entrance: we have a portable ramp available at the main entrance; please contact us in advance to have it ready.
- Ground floor: accessible toilet, lockers, and box office
- Accessible viewing/space at events: reserved spot near the front, away from crowd crush points
- Personal Assistant (PA) / companion tickets: free of charge, on request
- Priority entry: to avoid queuing, available on request
- Advance contact: our access line accessibility@palais.co.uk can arrange support ahead of your visit
Sensory and Other Access Needs
- Ear plugs available free at the bar
- A quieter space is available on the ground floor on request, subject to capacity.
- Staff are trained in disability awareness
Emergency Evacuation
We maintain Personal Emergency Evacuation Plans (PEEPs) for disabled customers on request. If you use the basement or first floor via any assisted means in future (e.g. after a lift is installed), an evacuation plan will be agreed with you before you go up or down. Evacuation chairs, where used, are for emergency egress only, operated solely by trained staff, and never used for routine access.
What We’re Working On
We are actively looking into options to improve physical access to the basement and first floor, subject to funding, building constraints and landlord consents. We will update this policy as that work progresses.
Our Legal Basis
Under the Equality Act 2010, we have a duty to make reasonable adjustments for disabled customers. Where a physical feature (like the absence of a lift) creates a barrier we cannot immediately remove, we aim to provide a reasonable alternative as set out above rather than leave the barrier unaddressed.
Contact Us
If you have access needs, or want to check what’s accessible before booking, please contact us at:
- Email: accessibility@palais.co.uk
- In advance of your visit: we recommend getting in touch at least 2 weeks before your visit so we can prepare
We welcome feedback on this policy, including from disabled customers who have visited us, so we can keep improving.