From free Wi-Fi to fun buggies, discover all of Eldon Square’s great customer services
Please note some of our services will be temporarily unavailable.
We understand that visiting a shopping centre can be a daunting experience for some of our visitors with autism, dementia or those who need extra assistance, so we’re introducing new ways to help your visit and experience.
Find out when our next quiet hours are happening here.
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 centres.
To ensure a smooth shopping trip and make it easier for our staff to identify assistance dogs, we recommend you visit our customer information desk to collect a sunflower-design lead sleeve for your dog. This lead sleeve simply slides over your dog’s lead and enables our staff to identify your dog as an assistance dog whilst you are shopping with us. Shoppers are invited to keep this lead sleeve and use it whenever they are in the centre.
Our terms and conditions for assistance dogs are:
- will not wander freely around the premises
- will sit or lie quietly on the floor next to their owner
- are unlikely to foul in public places
- access to assistance dogs is on a one dog per handler basis
Unfortunately, our sensory bags are unavailable at this time.
You can hire sensory bags from our customer service desks at Fenwick or Apple. The bags can be hired for a £20 refundable deposit which you will receive back upon returning the bag and its contents.
What’s in the bag?
- Fidget toys: Helps autistic people manage an increase in anxiety.
- Ear defenders: Some autistic people 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 reassurances to autistic people when in a shopping centre.
- Egg timers: Some autistic people 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 lunch time.
- Autism Awareness Guides: Includes Awareness card, guides to the centre to demonstrate quiet and loud areas and best times to visit the centre. The guides also include an orange wrist band to wear if you wish to be identified by our staff as Autistic.
- Sunglasses: Some people may find it difficult to process all the different lights and visual stimulus which are within the shopping centre. Sunglasses can act as a tool to “tone down” some of the visual input.
Read some FAQs on the sensory bag here
Eldon Square introduced a ‘Quiet Hour’ initiative in 2017 offering families a more relaxed environment with low music, dimmed lights, and useful shopping guides.
For more information on our monthly Quiet Hours, please click here.
Stay connected wherever you are with free Wi-Fi!
Here at Eldon Square, we offer free Wi-Fi to all shoppers. Make sure you sign-up as soon as you get to the centre to start browsing.
How to log on?
It’s easy to get online, just follow these 3 simple steps:
- Go to Settings on your device
- Select Wi-Fi
- Choose ‘Eldon Square Free Wi-Fi’.
If you need more help just ask a member of staff at the Customer Services Desk.
From 17 May, manual wheelchair hire is available to all shoppers. However, Shopmobility service is temporarily unavailable.
Manual wheelchairs can be hired free of charge at the Customer Service desk, located by Fenwick. You must be over 18 (or accompanied by an adult) and you will need to show two forms of ID – a photo ID and a recent utility bill detailing your name and address. For more information please call Customer Services on 0191 261 1891.
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. You can take your pick from a range of standard and powered wheelchairs, as well as powered scooters. The yearly membership costs £25 and equipment can be hired for 3 hour slots.
Free parking is available in Eldon Garden multi-storey car park on Percy Street, next to the Shopmobility office. The whole of level 4 of the car park has been reserved for the use of Shopmobility members. Users must have a membership card to park in these bays.
How to book
For more information on the Shopmobility service, memberships, or to book in advance, please call 0191 261 6176 or email [email protected]. They are open Monday – Saturday 9:30am – 5:00pm and are closed on Sunday.
*Please note that two forms of identification with the applicant’s current address is required when registering for membership and when hiring equipment for a one-off visit. Please contact a member of the team on 0191 261 6176 for details of which forms of identification are accepted. **Please note, these times don’t include holiday opening hours. Please speak to one of our lovely staff members about availability during Bank Holidays. A pre-booked hire can only be held for 1 hour after the original start time so please don’t be late.
Disabled spaces are available in the two adjacenet car parks: 23 spaces within Eldon Garden multi-storey and 32 within Eldon Square multi-storey.
Further spaces can be found throughout Newcastle City Centre.
When a nappy needs changing, or a toddler needs taming, our parent and baby rooms are on hand.
You can find all you need to take care of your little one at the parent and baby rooms near Waitrose, Apple and Grey’s Quarter.
Meal times are never easy when out with children, so our restaurants have plenty of high chairs available for free.