What to ask before visiting a new venue

Start with the experience, not the label

A website saying “accessible” is a starting point. It does not explain whether a place will work for your wheelchair, energy levels, hearing, vision, sensory preferences or communication needs. Choose the activity you want to do, then identify the details that would help you participate.

Write down three essentials before contacting the venue. These could include a particular toilet facility, a step-free route or clear communication in a quiet space. Keep preferences separate from requirements so the conversation stays focused. You decide which arrangements work for you.

Follow the route from start to finish

• Arrival: ask about usable public transport, parking or drop-off points and the distance to the entrance.
• Entrance: confirm the entrance you should use, opening times and any need to contact staff.
• Movement: ask about steps, surface changes, gradients, doorway clearances and lifts on your route.
• The activity: check seating, sightlines, interpretation, captions, audio description or other relevant supports.
• Facilities: ask for specific information about toilets, rest areas and any equipment you need.
• Departure: plan the return route, including after-hours access and transport.

Ask for useful evidence

When an answer is vague, ask for the detail that would help you decide. A recent photograph of an entrance, the clear width of a doorway or the location of a toilet can be more useful than another assurance that the building is accessible. Give the operator relevant equipment dimensions if these affect your route.

For a sensory question, describe the situation you want to understand: lighting, sudden sound, crowding, queueing or access to a quieter area. Ask whether these conditions differ between sessions. Do not assume that a quiet session changes every aspect of the environment.

Check what changes on the day

Temporary works, private functions and weather can alter an otherwise familiar visit. Ask whether lifts, routes or facilities are expected to be available for your date, and whom to contact if something changes. If a feature is essential, consider a quick confirmation close to the visit.

Keep written answers with your booking. A simple note listing the contact person, date, entrance and agreed arrangements can save you repeating the same explanation to several staff members. Ask how the booking team passes access information to the staff who will actually be there.

Keep ticketing and access together

If you use a Companion Card, confirm the companion ticket at the same time as seating or other arrangements. Read our guide to participating venues and booking checklist. An affiliate listing helps identify participation; it is not an assessment of a venue against your individual needs.