ACCESSIBILITY AT WEST NORWOOD
This page explains the current facilities for people with disabilities and is intended to assist you in planning your visit.
If you can't find your answer here, reach out to us on our dedicated accessibility line at 03330 527 300 (Text Relay call 18001 03330 527 300. Check out the Relay UK app for more details). The helpline is open Monday to Sunday, 10am to 6pm, every day except Christmas Day.
Advance booking
Booking in advance online or by telephone is always a good idea – this means that our staff can readily provide any assistance you require. We're happy to reserve wheelchair spaces or seats for any particular part of the auditorium if this is helpful for customers with disabilities, and accompanying carers are eligible for a free ticket. See here for more info on registering for and using a CEA Card to book your Carer tickets.
If you have any questions about your booking, we have a dedicated accessibility line: reach out on 03330 527 300 (Text Relay call 18001 03330 527 300).
Physical Access around the Cinema
All areas of the building are accessible to customers with limited mobility, including wheelchair users.
The Box Office and the Café are on the ground floor and have level access from the street. Both areas have lower counters for wheelchair users.
There is a stairlift lift in the main foyer near the Box Office for access to Screens 3, 4, disabled toilets and main lift towards the first floor for Screen 1 and second floor for Screen 2.
Please note that Screen 2 may not be accessible for larger wheelchairs, with a sharp turn and limited space for manoeuvrability between the elevator and the door.
We can remove seats in each of the auditoria to accommodate additional wheelchairs. We recommend that you telephone in advance to confirm availability and book your space. The Box Office and bars all have adapted counters and accessible levels for transactions.
Accessible Toilets
There are fully accessible separate toilets on the ground floor and first floor for wheelchair users. There is an emergency call-point inside should you need to summon assistance. Accessible toilets are also fitted with baby changing facilities.
Parking
There are three spaces for disabled badge holders in the cinema car park located at the back of our building. We are unable to reserve these and if full on street parking is available on Robson Road.
Screen Information
Please note that in all screens row A is at the front and the entrances are next to seat 1
Screen 1
No. of seats: 223
No. of wheelchair spaces: 2 (on Row C)
Able to run with audio description? Yes
Aisles: 2 on both sides of the auditorium and in front of row C
Steps: Step-free access to row C, 2 steps to rows A-B, 16 steps from rows D-L
Screen 2
No. of seats:129
No. of wheelchair spaces: 1
Able to run with audio description? Yes
Aisles: 2 on both sides of the auditorium and in front of row F
Steps: Step free to row G, 6 steps to rows A-E, 8 steps to rows G-K
Screen 3
No. of seats:132
No. of wheelchair spaces: 1
Able to run with audio description? Yes (best results in rows A-E)
Aisles: 2 on both sides of the auditorium and in front of row J
Steps: Step free to row J, 1 step to rows K, 9 steps from rows A-H
Screen 4
No. of seats: 78
No. of wheelchair spaces: 1
Able to run with audio description? Yes
Aisles: 1on left hand-side of auditorium by seat 1
Steps: Step free to row G, 2 steps to row H, 18 steps from rows A-F
Customers with hearing impairment
Customers can request a set of headphones from the box office staff that will amplify the film soundtrack. We show subtitled (captioned) screenings each week, these will be clearly marked in the listings and on the website.
Subtitled (Captioned) Screenings
We offer regular Subtitled (Captioned) screenings, which provide a transcription of the audio from a film, displayed at the bottom of the cinema screen. Along with the dialogue from the film, the subtitles include non-dialogue audio such as "(sighs)" or "(door creaks)".
Check the cinema's weekly listings for current available captioned screenings, which will be clearly labelled. Please note that not all films are provided with a Subtitled (Captioned) track, so some weeks we may have fewer subtitled screenings as a result.
Hearing Loops / Induction Loops
We have hearing loops at all counters to aid interaction between staff and customers who use hearing aids. The hearing loop helps to amplify the spoken word and limit background noise which might otherwise be picked up by the hearing aid. To use the infrared system please ask for receiving equipment at the Box Office.
Customers with visual impairment
We are happy to offer Large Print versions of our weekly listings flyer on request. Please ask the box office staff member to request that the Duty Manager print a copy for you.
Assistance Dogs
Guide dogs and assistance dogs are welcome. If you wish to take a dog to a performance, please let us know when booking so we can arrange an aisle seat.
We will be happy to provide drinking water for your dog.
Audio Description
Audio Description (AD) is available in all our screens, and headsets are available to borrow at the box office.
AD is a narrated soundtrack where the action, scene changes and the actors' body language is described for people with sight loss. This additional soundtrack is broadcast through wireless headsets so only the wearer can hear it, and fits within the silent gaps in a film so it doesn't interfere with the dialogue.
AD is available for every film where an AD track has been created by the distributor. To find out if a performance is available with Audio Description, please check the film listings on our website where they are clearly identified, ask a member of staff at the cinema, or contact the Accessibility Helpline.
Relaxed Screenings
Relaxed screenings are specially designed to make cinema-going easier and more accessible to those who may need additional support when they visit. These screenings are ideal for neurodivergent audiences of all ages, those living with dementia, and their families, friends, and carers, but all are welcome.
Relaxed screenings will show films without adverts or trailers. Lights are left on low, the volume is reduced, and the audience is free to move around and take breaks from the screen whenever needed.
We typically show:
A family-friendly film every third Sunday of the month
Whilst we do our best to ensure these screenings happen consistently, please note that on occasion the regular slot may change. Make sure to check local listings ahead of your screening.
General Info and Other Enquiries
If you can't find your answer here, reach out to us on our dedicated accessibility line at 03330 527 300 (Text Relay call 18001 03330 527 300. Check out the Relay UK app for more details). The helpline is open Monday to Sunday, 10am to 6pm, every day except Christmas Day.
Find out more about booking a free carer place with a CEA card, our dedicated Accessibility Helpline, and our Relaxed screenings at www.picturehouses.com/accessibility.
