Accessibility – Colchester Castle

Accessibility Statement

At Colchester Castle, we are committed to providing a welcoming and inclusive environment for all our attendees.

We have a dedicated accessibility team working all year round to assist customers with accessibility requirements.

Please note that our accessible facilities are unable to cater for people with temporary impairments. This is considered to be anything that affects an individual for less than 12 months, such as broken bones, healing injuries or pregnant women.

Ticketing

How do I purchase an accessible ticket?

We want Colchester Castle to be an event accessible for all. 
To ensure we have the correct level of facilities we ask customers to purchase the correct type of accessible ticket on Ticketmaster. 

The following options are available: 

Wheelchair Accessible

• For customers attending in a wheelchair or mobility scooter. This ticket provides access to the accessible viewing platform, which is a raised platform with a clear view of the stage.

Mobility Accessible

• For customers with accessibility requirements who need to have access to a chair to make their experience more comfortable. This ticket also grants access to the accessible viewing platform, which is a raised platform with a clear view of the stage with seating provided.

Deaf/Hard of Hearing 

This ticket allows access to the general admission area. 

A British Sign Language performance interpreting service will be provided on request and at no extra charge, providing reasonable notice is given in advance of the festival.

Please note - At least 60 days in advance is required. 

If you require a BSL interpreter, please purchase a Deaf/Hard of hearing ticket and contact us here to request.

Essential Companion

Customers purchasing any of the above tickets are entitled to a free companion ticket. You can select this when booking. An approval process follows, where you’ll be asked to submit supporting documentation (see below). 

Requirements:  

• Your essential companion must be willing and able to perform all your requirements and must provide assistance to you during the unlikely event of an evacuation or other emergency. 
• If you need different people to assume the role of your essential companion throughout the concert, please contact us and we can advise. 

Need a Companion Ticket for General Admission or VIP Areas? 

If you're not booking a wheelchair/mobility ticket but need a companion for general admission or VIP areas, please: 

1. Purchase your ticket via Ticketmaster 
2. Contact Ticketmaster's Accessibility Team here with your request and supporting documentation. 

• 3. If approved, they’ll issue your companion ticket.  

Accessible Documentation

To ensure fans are receiving the correct accommodations and that Free Essential Companion tickets are going to eligible fans, you'll have three weeks to submit proof of eligibility after requesting accessible tickets. Your order may be cancelled if no supporting document is provided.

Below is a list of documents we may accept when considering allocating a complimentary ticket:

• PIP (Personal Independence Payment)
• DLA
• Letter from a medical professional, including a doctor’s note or a letter from an occupational therapist
• Carer's allowance
• A Nimbus Access Card with the +1 symbol. Visit the Access Card page for more information.
• Confirmation in writing from Social Services that the individual is included on their Deaf Register, or a letter or report from an aural specialist confirming that hearing loss has been recorded at 70 - 95 dBHL or worse
• War Pensions Mobility allowance
• Blind or partially sighted registration certificate (BD8 or CVI certificate)
• A personal letter from the GP, community nurse or social worker
• Benefit award letters
• Copy of a blue badge (we would need to see both sides)

Further information is available here

To contact us about purchasing accessibility tickets, or to ask further questions about the process, please Contact Ticketmaster's Accessibility Team here.

If you have any further questions about the accessible facilities, please contact the event organisers here.

If your request for a companion ticket is not approved, the accessibility team can advise on the procedure.

Accessible Facilities

Accessible Viewing Platform

It is a raised platform offering a prime view of the stage, and includes:

• Ramped access
• Accessible toilets located nearby
• Chairs for mobility ticket holders.
• A member of staff on hand to assist

Please note: The accessible viewing platform has limited capacity and is reserved for accessibility customers plus essential companion only.

Ground Level Viewing Area

The Ground Level Viewing Area is designed for individuals who prefer a less crowded space and the option to sit for short periods.

This area is primarily for standing, with limited seating available for short breaks. Please note that while seated, your view may be partially blocked by standing fans in front of you.

Please note: The Ground Level Viewing Area has limited capacity and is reserved for accessibility customers plus essential companion only.

Accessible Toilets

Accessible toilets are available at the accessible viewing platform and the main toilet blocks within the arena.

Accessible Bar, Food and Merchandise Lanes

Accessible bar lanes with lowered service areas are available at the main concert bars. Please follow on-site signage to locate them. You and your essential companion can access these areas via the exit lanes of the bar queues, allowing you to bypass the main queue. Please ensure you have your accessible wristband ready to show.

Where a lowered counter is not available, a member of staff will be happy to come around the stall to take your order and offer any additional support you may require.

Accessible Car Park

Please note, the links below reserves an accessible car park space for the concert day but local Leisure World parking fees apply:

Location- https://maps.app.goo.gl/rTvUJnArTejW4qrJ6

https://www.colchester.gov.uk/parking-and-travel/leisure-world-car-park/

On the day, signage and stewards will be available to assist. Accessible parking can be purchased via the links below: 

Fat Boy Slim Accessible Car Parking Link 

Bastille Accessible Car Parking Link

Becky Hill Accessible Car Parking Link

Billy Ocean Accessible Car Parking Link

Richard Ashcroft Accessible Car Parking Link

Hollywood Vampires Car Parking Link 

JLS Car Parking Link

Please note: 

• A valid, in-date Blue Badge is required to use the accessible car park on arrival. 
• Cars are not permitted to stay overnight.
• Motorhomes are not allowed. 
• Additional details will be provided in the accessibility pack sent to all accessible ticket holders prior to the event. 

Site Description

Weather

This is an outdoor concert, and we advise attendees to dress appropriately and bring suitable clothing for changing weather conditions. As temperatures may drop in the evening, we recommend bringing a jacket or additional layers for warmth and comfort.

Ground Conditions

This is an outdoor concert, and we advise attendees to dress appropriately and bring suitable clothing for changing weather conditions. As temperatures may drop in the evening, we recommend bringing a jacket or additional layers for warmth and comfort.

Colchester Castle is a greenfield site therefore is relatively flat but does have uneven terrain in parts.

The arena features grass and temporary trackway.

Please note: Poor weather conditions can impact the terrain, potentially making some areas inaccessible for wheelchair users or customers with mobility challenges.

Deaf/Hard of Hearing Facilities

BSL (British Sign Language) 

We’re pleased to announce that a British Sign Language (BSL) interpreter will be available at the following shows:

• Hollywood Vampires – 21 August
• JLS – 28 August
• Fatboy Slim – 29 August

If you require a BSL interpreter for any other shows at Colchester Castle, this can be arranged on a request basis, at no additional cost, provided reasonable notice is given.

Please note:

• Requests are advised to be made at least 60 days in advance to ensure we can book an interpreter.

• To request a BSL interpreter, please purchase a Deaf/Hard of Hearing ticket and contact us to make your request.

• Deaf/Hard of Hearing ticket holders can access the general admission area (this does not include the viewing platform).

• If you require alternative accessible facilities, such as platform access or accessible toilets, please get in touch with us and we’ll be happy to discuss this further. Please note that the viewing platform may be at capacity.

• The BSL interpreter will be positioned to the side of the stage.

• Full BSL and accessibility details will be included in the Accessibility Pack provided prior to the event.

Assistance Dogs

We welcome assistance dogs to Colchester Castle, provided they have been specifically trained to support you, use the designated toilet/spending area, and behave appropriately around other customers.

If you are bringing an assistance dog, please email us in advance so we can prepare a suitable spending area and any other required facilities. 

Accessibility Team, Stewards and Security. 

An Accessibility Manager will be on-site, trained in supporting disabled, Deaf, and/or neurodivergent customers. They will oversee the accessible area and be available to assist with any queries you may have on the night.

All security and stewards based at accessibility points will be briefed fully on procedures in order to provide adequate support and information for accessibility customers.

Strobe Lighting and Special Effects

Smoke machines, strobe lights, fireworks and other effects may be in use at this event. Anyone affected by these should bear this in mind.

If you require further information for a specific performance, please contact the Accessibility Team here and we’ll be happy to advise.

Policies

Food and Drink

You are not permitted to bring food or drink into the venue, except as noted below.

Allowed items:

• One sealed water bottle (maximum 500ml) per person.
• One empty reusable water bottle per person.

A wide array of food and drink stalls will be available inside the venue, offering something for everyone throughout the night. Free water refill stations will also be available.

If you have a medical condition or specific dietary requirement (e.g. allergies, coeliac, diabetes), please contact us in advance to request permission to bring food or drink for personal consumption.

Supporting documentation, such as a doctor’s letter or confirmation from the NHS app, may be required and should be shown to security on entry, along with our confirmation email, once approved.

Please keep any permitted food or drink with you at all times.

Bag Policy 

No rucksacks or backpacks larger than A4 size are permitted. Bag searches will be in operation at all entry points.

If you require a larger bag for medical reasons — for example, to carry medication, medical apparatus or food and drink required for a medical condition — please contact us in advance to request permission. Supporting documentation, such as a doctor’s letter or confirmation from the NHS app, may be required. Once approved, please show this confirmation email to security on entry.

Medication Policy

You may bring any medication you require — no need to contact us in advance. Please note:

Medication should be in its original packaging with the prescription label clearly visible.

The name on your ID must match the name on the prescription.

Only bring enough medication for the duration of the event.

If your medication is loose or not in its original packaging, you must bring the prescription or a doctor’s note.

Be prepared for screening at entry points, and keep any supporting documents ready if requested.

Keep your medication safe with you at all times.

Temporary Impairments & Pregnancy 

Please be aware that our accessible facilities cannot accommodate temporary impairments (e.g. broken bones, healing injuries) or pregnancy. The site involves a significant amount of walking and has limited seating available. 

If you have any concerns or specific requirements, please contact the accessibility team here. 

Contact Us

You can contact our accessibility team here

If you require a call back, please do leave your phone number with a message on email and a member of the team will call you back.