Accessibility
The venue has been designed to be accessible to everyone.
Legends Global venues in the UK have received recognition of their design, commitment and support for deaf and disabled music fans, from leading charity Attitude is Everything, by being awarded Gold and Silver levels of the Charter of Best Practice.
We have a dedicated team of 'Access Volunteer Stewards' at most shows who work alongside the Venue Team to ensure all public events—including concerts and exhibitions—are delivered to the highest standard. Their focus is on providing outstanding service and support for guests with accessibility needs.
Our Access Volunteers help create a warm, inclusive, and welcoming experience for everyone visiting Vaillant Live. They receive additional specialist training and act as Accessibility Champions throughout the venue.
They are available to support with:
- Welcoming guests on arrival and directing them to the appropriate areas
- Escorting guests to their correct seats in the auditorium
- Providing wayfinding assistance around the venue (e.g., toilets, bars, merchandise)
- Answering questions and assisting with any guest queries
- Supporting guest safety during emergency situations, including directing guests to safety and assisting the Management Team
- Helping to resolve guest concerns in collaboration with Supervisors and Management, escalating and reporting where necessary
- Assisting the Guest Experience Team in creating memorable “wow” moments for our guests
Number of steps to seat locations
Whilst we have step free access to many of our seats, our Lower Tier (except Row A) and the Upper Tier have steps to all rows. The following images show how many steps there are to all rows in the auditorium.
If you have any questions, please get in touch at accessibility@vaillantlive.co.uk and we can help make sure you get the best seats available.
Booking Tickets
We sell our accessible tickets through Ticketmaster.
To book accessible tickets, click on the page for the event you are wishing to attend and do the following:
- Go to the right-hand menu and click ‘all ticket types’
- Scroll down to the ‘Accessible Tickets’ section
- Check the boxes next to the accessible options you wish to purchase (wheelchair accessible, ambulant disabled and sight impaired) as well as the essential companion option should you require it
- Select your seats – if you drag the cursor over any of the circles representing seats, this will produce a box telling you which seat that is, so check this before you purchase (please note that accessible seats will show the wheelchair logo, but they are not all wheelchair accessible seats)
- Once you have selected your seats, click the green ‘Get Tickets’ option, and this will take you through to the checkout.
Our general admission seats are 470mm wide. Our Premium seats are 520mm wide.
There are three options:
- Wheelchair Accessible
- Ambulant Disabled
- Sight Impaired.
Wheelchair Accessible seats are for guests who require step-free access. These seats can be found in the following areas:
- Lower Tier, Row A
- Balcony F, Row B
- Balcony G, Row B
The Lower Tier seating is on the Ground Floor, on a raised platform accessible by a ramp. Balcony F and Balcony G are on the Second Floor and are accessible by lift. These are on an accessible platform.
The exact locations of our accessible seating may depend on the event, so it is advised that you check before you purchase your tickets. These seats are subject to availability, so it is advised to book them as early as possible.
The Ambulant Disabled seats contain a small number of steps. These seats can be found in the following areas:
- Floor Seating, Row A
- Balcony E, Row B
- Upper Tiers, Rows AA to CC
The Floor seats are on the Ground Floor and are on the front row of the auditorium. Balcony E and the Upper Tier are on the Second Floor and are accessible by lift.
Balcony E Row B features a descent of six steps down. The Upper Tier mobility accessible seating features an ascent of eleven steps, with an additional one step for Row BB and another three steps for Row CC. Row AA features a descent of one step. The steps are roughly 145mm high, and there are handrails available in all tiered seating areas.
The exact locations of our accessible seating may depend on the event, so it is advised that you check before you purchase your tickets. These seats are subject to availability, so it is advised to book them as early as possible.
Seats for sight impaired guests are closer to the stage. These seats can be found in the following areas:
- Floor Seating, Row A
- Balcony G, Row A.
The Floor seats are on the Ground Floor and are on the front row of the auditorium. Balcony G is on the Second Floor and is accessible by lift.
The exact locations of our accessible seating may depend on the event, so it is advised that you check before you purchase your tickets. These seats are subject to availability, so it is advised to book them as early as possible.
When ordering an accessible ticket, there will be the option of adding an essential companion ticket if required. They must be ordered during the same transaction. All essential companion tickets are free and are available wherever there are accessible seats in the venue.
Once you have completed your purchase, you will be sent an email by Ticketmaster asking to provide proof of eligibility. This is to ensure that the system is not abused. You will then have three weeks in which to submit this proof. Your order may be cancelled if you are unable to provide this.
A list of acceptable documents for proof of eligibility can be found here. Once you have provided this, you will not need to do so in future when purchasing accessible tickets with an essential companion seat, unless the documentation provided has either expired or is no longer valid.
You can access your tickets via the Ticketmaster app. For more information about the app please consult the Ticketmaster website here.
Please have your ticket ready to scan when you enter the building.
If you have any questions regarding purchasing tickets, you can either contact Ticketmaster here or contact the venue at accessibility@vaillantlive.co.uk.
If you require assistance at the venue, please speak to one of our staff and they will assist you
The Venue
We can be found in Derby City Centre. Our address is:
2 Colyear Street
Derby
DE1 1LA
There are a number of Blue Badge car park spaces around the venue located on Macklin Street and Becket Street.
You can find more information about getting to the venue, including parking and public transport options, on our Getting Here page.
Please note that opening times will vary depending on the event, so check all times in advance and ensure you give yourself plenty of time to arrive.
There is an accessible ramp at the entrance to the venue. This can be found to the right of the entrance doors and involves step-free access. There is a dedicated accessible ticket entrance which should help make your entrance in to the venue as smooth as possible.
The security team will carry out bag checks at the entrance. They will be on hand to assist you as much as possible. Please let them know if you have provided any specific access information prior to the event. This may include any medical provisions you have been given permission to bring into the venue.
All entrance doors are wide for accessible use.
Guests who need to access the First or Second Floor can take the lift available on the Ground Floor concourse, next to the Information Desk.
There will be plenty of staff around to assist you with any enquiries, so do not hesitate to ask. For most events we have a team of Accessible Volunteers and venue hosts that are there to help aid you enter the venue and enjoy your time inside the venue.
Guests may have to queue on arrival to enter the venue, particularly during busier events. Please speak to a member of staff as soon as possible if you have difficulty queueing or standing for any length of time. We can arrange for some temporary seating to be made available.
Apart from any Lower Tier seating, the Ground Floor is entirely level and does not require a lift or stairs.
The Ground Floor includes the Information Desk, a merchandise stand, male and female toilets, accessible toilets (including a Changing Places toilet), three bars and all floor and Lower Tier seating, including some accessible seating.
There are two lifts that allow access to the First and Second Floors.
The First Floor contains male and female toilets and an accessible toilet.
The Second Floor contains the Premium Live Lounge, two bars, a merchandise stand, male and female toilets, accessible toilets and all Upper Tier, balcony and accessible seating.
Our lifts contain voice announcements, handrails and raised lettering on the control panel. Lift doors are 900mm wide.
There are gender neutral accessible toilets on all floors of the venue. Additionally, all male and female toilet facilities contain ambulant accessible cubicles – these are slightly larger and have an outward opening door (all standard cubicles have an inward opening door) and handrails.
There are two accessible toilets on the Ground Floor. Once through the main entrance, turn left through the double doors and the accessible toilets are next to the male and female toilets, either side of the bar. There is also a Changing Places toilet on the Ground Floor (see below).
There is one accessible toilet on the First Floor, between the male and female toilets.
There are two accessible toilets on the Second Floor. These can be found through the double doors to the left of the bar, and are between the male and female toilets either side of a second bar. These toilets are located en route to the accessible platform from the Second-Floor concourse.
If you are having difficulty finding the accessible toilets, please ask a member of staff for directions.
The Changing Places toilet can be found on the Ground Floor, between the lifts and the Destination Bar.
This is for people with profound and multiple learning disabilities, as well as other disabilities that severely limit mobility, who cannot use standard accessible toilets.
Our Changing Places toilet has adequate space for a person with disabilities and an essential companion. The space contains the following:
- Toilet (480mm high)
- Mobile Changing Table (height adjustable)
- Matrix Small Basin (electrically height adjustable)
- Wall Mounted Grab Rails
- Fold Down Arm Support Rails
- Wall Mounted Privacy Screen
- Golift 450 Ceiling Hoist (please bring your own sling)
- Airbox V2 Hand Dryer
- Hand Towel Dispenser
- Couch Paper Roll Dispenser
- Six Coat Hooks
- Clinical Waste Bin
- General Waste Bin
- Colostomy Shelf
- Safety Mirror (1500mm x 600mm)
- Emergency Call Reset Point
- Emergency Call Point.
Please ask a member of staff for further information.
Apart from the Destination Bar on the Ground Floor, all counters are lowered to provide better access. This includes two bars, the Information Desk and merchandise stand on the Ground Floor, and another two bars and a further merchandise stand on the Second Floor.
The venue is fitted with both a fire protected lift and emergency evacuation chairs on all stairwells. In the event of an evacuation please speak to a member of staff for assistance.
Hard of Hearing
Hearing loops are available to borrow from the Information Desk, along with headphones and neck loops. You do not need to book these in advance, but you are welcome to contact us before an event if you are looking to borrow one.
You will be able to use our hearing loops throughout the auditorium.
Any users will be asked to give their name, seat number and a contact number when borrowing a device. This is to ensure that all hearing loops have been returned and will be available for future events. Please remember to return the device back to the Information Desk at the end of the event.
All counters in the venue, including bars, merchandise stands and the Information Desk, are fitted with a counter induction loop system.
More InformationWe have six pairs of ear defenders available to borrow from the Information Desk. You do not need to book these in advance, but it is suggested that you contact us before the event should you require a pair as these are subject to availability.
We also have foam ear plugs to give out to guests should they require them.
Additional Accessible Support
Wheelchairs will be available to borrow from the Information Desk during an event. These are subject to availability, so please contact us in advance if you require the use of a wheelchair.
Our wheelchairs can be used to help guests get to and from their seats. If you need assistance and do not have an essential companion or other guest with you, please ask a member of staff.
Please note that these can only be used inside the venue and cannot be taken outside. They are for transfer use only, so please do not book a wheelchair accessible space if you are intending to borrow one of our wheelchairs.
If you are using a wheelchair to access the venue but do not need a wheelchair accessible seat, we can store your wheelchair behind the Information Desk. Please ask a member of staff for further information and assistance.
Any wheelchairs loaned out must be returned to the Information Desk at the end of the event.
Please contact us as soon as possible if you are bringing an assistance dog with you to an event. Some events may be unsuitable for an assistance dog, so it is advised that you check in advance of booking any tickets.
An assistance dog should be able to fit under the seat and not block any walkways. We may be able to move you to a more suitable location if you are bringing an assistance dog – this is subject to availability, and we would need to do this in advance of the event.
Assistance dogs should be able to do the following:
- Stay with their owner and not wander freely around the venue
- Be capable of sitting or lying quietly on the floor next to their owner
- Not foul anywhere
- Not jump on or approach other guests.
They should also be clearly marked as assistance dogs. You may be asked to provide proof that your assistance dog has been trained by an Assistance Dog UK (ADUK) member organisation, although we acknowledge that this may not be possible.
We do not take responsibility for assistance dogs while on site. We ask that as much as possible they stay with their owner. There is a small bowl available from the Information Desk should they need water.
Please note that assistance dogs are the only animals we allow into the venue.
For more information on assistance dogs, click here. If you are looking to bring your Assistance Dog to the venue please contact the venue by emailing hello@vaillantlive.co.uk
We will not provide Assisted Performance for most events. However, if you contact us in advance of an event with a specific enquiry, we will endeavour to meet your request as far as possible. Please allow a minimum of four weeks in which to contact us.
Examples of Assisted Performance include the use of BSL interpretation, audio description and captioned performance.
Some events may contain special effects, including the following:
- Strobes
- Flashing lights
- Loud noises
- Smoke
- Haze.
For information regarding effects used during a performance, please check the event page on the website or any emails you may have received. Alternatively, please contact us.
Signage will be displayed throughout the venue warning of any effects used during a performance. Please note it is highly unlikely that any effects will be changed or adapted upon request.
Please speak to a member of staff if you require any assistance or further information.
Please let us know in advance of your visit if you need to bring any medical provisions – including medicines or any food or drink to manage a medical condition – with you to the venue. We operate a strict bag policy, but we do make exceptions for medical purposes. Please provide us with as much information as you can, including what you are bringing with you, your seat numbers, and any other assistance you may require.
External food or drink is not permitted inside the venue unless you have a valid medical exemption (the only other exemption is for baby milk). Drinks for medical conditions are permitted in plastic bottles up to 500ml. Bottles must be sealed at the point of entry and declared to a member of staff. Cans are not permitted.
We will have a medical team on site for all events, as well as a First Aid room available to use should you require a private space. Please speak to a member of staff for further information or assistance.
If you have any concerns regarding attending an event due to a medical condition or pregnancy, please consult your GP.
We have six pairs of ear defenders available to borrow from the Information Desk. You do not need to book these in advance, but it is suggested that you contact us before the event should you require a pair as these are subject to availability.
We also have foam ear plugs to give out to guests should they require them.
If you require a quiet space at any point during an event, please either contact us in advance or speak to a member of staff on the day. We will endeavour to provide this space for you.
Walking aids – such as crutches, walking sticks and protective boots – are allowed into the concourse and seated areas. However, due to the unpredictability of crowd movement, they are not allowed into any standing areas in the auditorium during standing floor events.
Apart from any Lower Tier seating, the Ground Floor is entirely level and does not require a lift or stairs. There are two lifts that allow access to the First and Second Floors.
Please contact us if you require any further assistance or information.
Contact Us
If you require any further information, please email us at accessibility@vaillantlive.co.uk. We will respond to your enquiry as soon as possible.
Please note that the venue is closed to the public on non-event days.
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