Eldon Square is committed to providing an accessible shopping experience for all our customers. With that in mind, we have introduced the use of the Sunflower Lanyard scheme. The sunflower symbol is now a recognised emblem for hidden disabilities. By wearing the lanyard, our staff and retailers will identify customers who may need a little more assistance or time when shopping. The lanyards are available from our customer service desk (outside Fenwick), or you can purchase here.
Our Autism Friendly Guide in partnership with the North East Autism Society.
This guide will support you with the early stage of planning a visit, to enjoying your experience on the day. This booklet will also let you know what to do in an emergency and how our teams can support you.
Throughout your visit there will be friendly, trained staff on hand should you require our help.
To download your booklet, please click here
In support of North East Autism Society, we host regular quiet hours on the first Tuesday of every month from 10am to 11am and the following Saturday 9am to 10am all year round. Our retailers take simple steps where possible to create a more autism-friendly experience, such as turning down music and dimming bright lights.
From autism to dementia, this hour is for anyone who prefers a more quiet setting within Eldon Square. Where possible, we’ll turn down the music, dim the lights and our staff will be on hand with guides to the centre that may be of use.
Eldon Square Quiet Hours 2021
|Tuesday 2 November||10am – 11am|
|Saturday 6 November||9am – 10am|
|Tuesday 7 December||10am – 11am|
|Saturday 11 December||9am – 10am|
Like most public buildings, Eldon Square welcomes assistance dogs in the centre. If your dog does not wear a high-vis jacket or harness, it is sometimes difficult for our staff to recognise the difference between assistance dogs and pets, which are not allowed in our centre.
To make your shopping trip as smooth as possible, we recommend you add a sunflower-design sleeve to your dog lead or harness. The sleeve should simply slide over your dog’s lead, and this allows our staff to identify your dog as an assistance dog whilst shopping with us.
The following terms and conditions for assistance dogs in centre must be adhered to:
- will not wander freely around the premises
- will sit or lie quietly on the floor next to their owner
- are unlikely to foul in a public place
- access to assistance dogs is on a one dog per handler basis
Please note: this service is currently unavailable.
Manual and powered wheelchairs are available for hire from within the centre.
Manual wheelchairs can be hired free of charge at the Customer Service desk, located by Fenwick.
Alternatively, you can access Newcastle City Council Shopmobility on level 4 of Eldon Garden shopping centre, adjacent to Eldon Square. Wheelchairs and other mobility options are available, and staff are always on hand to offer specialist advice on your needs.
Disabled spaces are available in the two adjacent car parks:
- 23 spaces within Eldon Garden multi-storey
- 32 spaces within Eldon Square multi-storey
Further spaces can be found throughout Newcastle City Centre.
Our sensory bag was designed by parents supported by the North East Autism Society to provide a relaxed and calming shopping experience.
The bag can be hired from our customer service desks at Fenwick and St Andrew’s Way for a £20 refundable deposit which you will receive back upon returning the bag. At present we can only take cash deposits.
- Fidget toys: Help autistic children manage an increase in anxiety.
- Ear defenders: Some autistic children can become overwhelmed by sounds and noises and this can lead to anxiety and stress. Ear defenders help to dull down some of this noise and can offer reassurance to autistic people when in a shopping centre environment.
- Egg timers: Some autistic children may find transition difficult and it often helps to give the child a countdown before moving on to the next thing. In a shopping centre these egg timers could be used to visually represent the passing of time. For example, how long the person may be in a specific shop or how long they have left until lunchtime.
How much does it cost to hire a sensory bag?
You may hire the sensory bags from the Fenwick and St Andrew’s customer service desk, a £20 refundable cash deposit is taken, which you will receive upon returning the bag.
How long can I hire the sensory bag for?
The sensory bag must be handed back to the customer service desk of hire within 3 hours. If you need to extend the hire time, please speak to the customer service team who will be happy to assist.
Can I purchase the backpack?
Unfortunately, the backpack will not be sale. Please contact the North East Autism Society to find out where to purchase the items.
Are the products cleaned after each use?
All the products within the backpacks are thoroughly cleaned with disinfected wipes after each use. We also provide disposal covers for the ear defenders. Please speak with a member of our customer service team if you are concerned over any allergies.
Can I phone and reserve a sensory bag to hire later in the day?
As the centre currently only has a small supply of sensory backpacks we are unable to offer this service at present, however we will be reviewing this over the next couple of months.
- The child MUST be a minimum of 5 years old
- The child/children/adult MUST only be supervised by a responsible adult (aged 18+)
- The child/children must not be left unattended with the items at any time
- The sensory bag must be handed back to the customer service desk of hire within 3 hours
- Please report signs of wear or damage to our customer service team
- The ear defenders and sunglasses have an age limit of 15 years old
Please note: The Sensory Bag must only be used in the confines of Eldon Square and is not to be taken outside the shopping centre.
Accessible Toilets and Changing Places
We have multiple accessible toilets to make your experience at the centre easier.
You can find these in the following places:
- St Andrew’s Way adjacent to the main toilets (near Apple), plus an assisted changing room located off St Andrew’s Way, near New Look, opposite our customer service desk
- Grey’s Quarter main toilets, plus one on the lower and one on the upper Grey’s Quarter malls
- St George’s Way toilets (near Waitrose)
- Eldon Square bus station
Our Changing Places facility is located off St Andrew’s Way mall near New Look. This facility is free of charge and is available for customers who need to use it. It is open during centre hours and has a controlled entrance. Customers can request access cards from the customer service desk.
Our facility includes a height-adjustable changing bench with hoist, and ceiling track and peninsular toilet.
Please note that we do not provide slings and advise you to check with your sling manufacturer to ensure they are compatible. Due to the specialist needs of individuals, Eldon Square staff are unable to provide assistance in the use of this facility.
Please be assured that our team will clean the facility between every use.