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Buildings

6.21 Building management

This section may apply to building or service management. The following points should be considered, dependent upon building usage.

Reception and customer service staff trained in or with an understanding of:

Ensure visibility through glass screens is not blocked by notices
If only one of a number of positions is low level or has an induction loop or wide aisle, ensure it is always staffed and available.

If customers have to wait before staff can deal with them, consider the following customer care initiatives:

Interview space screened off from the main reception area
Private interview rooms accessible for wheelchair users
Induction loop system in the interview room(s). Where confidentiality is important, use an infra-red system.

Public toilets in or near reception/waiting areas and areas where food or drink are consumed
Wheelchair accessible toilet(s)
Routes to and from toilets clearly signed.

Public notice-board or leaflet rack with information on services and facilities and on other services, e.g. taxis, Shopmobility
Information in other formats, e.g. large print, audio tape, video (e.g. British Sign Language) and Braille
Exhibition/display space
Audio-visual display (e.g. captioned and with British Sign Language)
Customer information accessible on computer
Complaints/comments facility
System for keeping notice-boards, leaflet racks and display areas up-to-date, tidy and in good condition.

Procedures in place and staff trained to assist the safe evacuation of disabled people
Staff trained to use equipment such as Evac Chairs, Deaf Alerter, etc.
Staff trained to respond to alarm calls for assistance (e.g. from toilet or lift)
Staff know how to get access to a trained first-aider or medical help.

Keep entrances and exits clear
Do not place advertisements, goods or displays on the pavement or blocking footpaths and access routes
Ensure that staff, suppliers and contractors do not block entrances, exits or the pavement with deliveries, tools and materials, or vehicles.