The pilot programme for our revamped Live Events Access Charter kicked off in 2023. Since then, we have been speaking with pilot organisations on how effective the updated Charter has been. Jack Brooks, Head of Visitor Services at Alexandra Palace, shares insights into the challenges and triumphs of striving for Gold under the updated Charter.
A commitment to access
Jack initially joined the Charter to ensure that Alexandra Palace in London adhered to professional standards on accessibility. “I wanted to make sure everything we did was absolutely the way it should be and the best it could be”, Jack tells us.
He began as the sole employee in his department, which has since grown organically to 100 employees. The team has maintained the Silver accreditation that they earned four years ago, but Jack is now aiming for Gold. This on-going transformation has significantly elevated Alexandra Palace’s access as a large-scale venue.
“That was the first time that we got recognised for the work that we had done. Ever since we got that, it was literally just like ‘right, what have we got to do now to get [Gold]?’” -Jack Brooks, Head of Visitor Services
Overcoming challenges
The biggest challenges that Jack and his team faced in aiming for Gold was the significant financial and structural challenges of a grade II listed Victorian building. These difficulties were intensified by the economic pressures on live music venues and the venue’s independent status as a charity.
“Everything we’ve achieved, we had to grip through it and find a way of doing it. In that sense, it makes me even prouder of what we have achieved.”-Jack Brooks
The value of the new Charter
On joining the pilot programme, Jack expressed his responsibility to ensure that Alexandra Palace provides the best experience for everyone. Staying up-to-date on best practice in access was important, especially as the industry is evolving rapidly. He says, “guidance can change, best practice can change too – things that were good 10 years ago can now be outdated”. As someone who has worked with Attitude is Everything for over five years and had a long journey with the Charter, he wanted to give back and feed into the new Charter to make it “the best it can be”.
“For people like me who don’t have the lived experience, the breakdown and analysis of the criteria for me is like gold dust”-Jack Brooks
Features of the new Charter
Jack shares that the new Charter has been “much more detailed” and is “a thorough customer-led experience” addressing not only the physical environment but the details that impact a disabled person’s experience. The new Charter’s guidance outlines what venues should be aiming for. The platform is “visually easy to follow” as each level is outlined clearly and as a result complements other elements of the Charter as you progress.
Jack believes that the usability of the forum on the new system will create a “culture change” as members will be able to discuss access concerns and the Charter, allowing venues to exchange advice and build a network dedicated to accessibility. This feature will also make the Charter more accessible to those just joining.
“[The new Charter] gives venues the avenue to explore new practices” Jack says supporting the adaptability of the new Charter, and how this will create a learning environment for both the team behind the Charter, and its members.
