It’s fair to say that {10-11} Carlton House Terrace is on a mission like no other: to become London’s most accessible and inclusive event venue.
This commitment goes beyond policy; it’s becoming deeply personal for the team behind it. To learn more about the steps they’re taking and the impact it’s having, we spoke with Marion Baros, Venue Business Development and Marketing Manager at {10-11} Carlton House Terrace, about their journey so far.
- What inspired the team at {10-11} Carlton House Terrace to make accessibility and inclusion such a core focus of your recent investments?
At {10-11} Carlton House Terrace, we view accessibility as an evolving practice rather than a fixed achievement. Our commitment stems from a genuine belief that everyone should feel not only accommodated but actively welcomed. Through ongoing feedback, partnerships with specialist organisations, and regular review, we aim to go beyond compliance and create an environment where all visitors can participate fully and confidently. Our recent investments reflect this ethos – ensuring that accessibility and inclusion are embedded across our spaces, services, and culture.
- You brought in an external consultant to audit your venue. What were the key takeaways from that process, and how have they shaped your next steps?
Working with Enhance the UK was invaluable in identifying both physical and procedural areas for improvement. Many of their physical recommendations – such as optimising wayfinding and ensuring fully level access – were addressed through our recent capital project. However, the audit also highlighted the importance of process and training improvements: things like enhancing our pre-arrival access information, offering additional sensory supports like a Quiet Room, and embedding regular staff training. These insights continue to shape our next steps, ensuring that accessibility remains a living priority across every aspect of what we do.
- Many venues stop at physical access but the {10-11} Carlton House Terrace team have gone further, learning BSL. What drove that decision, and what has the learning experience been like so far?
We recognised that true accessibility extends far beyond the physical environment. Communication is a fundamental aspect of inclusion, and we wanted to make sure our team could confidently welcome deaf and hard-of-hearing visitors. Partnering with Enhance the UK to deliver British Sign Language (BSL) training has been an enriching experience for our staff. It’s built their confidence, broadened their understanding of Deaf culture, and reinforced the importance of proactive, person-centred service. It’s been a powerful reminder that even small steps – like learning basic BSL– can make a huge difference to someone’s experience.
- How are you approaching inclusive event design beyond the building? What services or support do you now offer to organisers who want to create accessible events?
We support organisers at every stage of their event planning to help make accessibility an integral part of the process. We provide comprehensive access information, including a dedicated online Access Guide and Event FAQs, and encourage guests to share access requirements at the point of booking. Standard provisions now include hearing loops in all event spaces, live captioning for live and hybrid events, streamed content, and a Quiet Room available to all guests. We also signpost organisers to our approved accessibility service suppliers like TranslateAble, encouraging them to offer features like BSL interpretation, real-time captioning, and assistive technology. Above all, we strive to make accessibility a collaborative conversation, not an afterthought.
- Finally, what does true inclusion mean to you as a venue, and what would you say to others in the industry who are just starting their journey?
For us, true inclusion means creating a space where every guest feels anticipated, respected, and empowered to engage fully – without having to ask for basic needs to be met. It’s about moving from ‘what do we have to do?’ to ‘how can we do better?’ To others in the industry who are just starting out: don’t be overwhelmed. Start by listening – to your guests, to your staff, and to specialist partners with lived experience. Embed accessibility at the earliest stages of planning, invest in training, and recognise that inclusion is a continuous journey, not a one-off project. The impact it has – on your community, your staff, and your reputation – is immeasurable.
TranslateAble is proud to be the official language partner of such a forward-thinking venue as {10-11} Carlton House Terrace. If you are planning an event at {10-11} Carlton House Terrace and need language support, or if you are looking to partner with a language agency for your next event, get in touch.
