Access Statement

This access statement does not contain our personal opinions as to the Thursford Collection’s suitability for those with access needs, but aims to accurately describe the facilities and services that we offer for all of our guests and visitors.

Introduction

Situated in North Norfolk countryside, the Thursford Collection is a living heritage you will love. The sights and sounds of the golden age of steam are never forgotten, whether you are rekindling fond memories or experiencing them for the very first time.

The museum, auditorium, event spaces and facilities are all on one level and are a short distance from the large, free car park. Please note that there is step access to some of the Christmas Spectacular seating and the vintage fairground rides in the museum; please telephone the Box Office on 01328 878477 if you have any queries.

The Thursford Collection is open Sunday to Wednesday, 11am-4pm, from April through to August. Robert Wolfe plays the Mighty Wurlitzer at 12:30pm and 2pm Sunday to Wednesday.

We look forward to welcoming you. If you have any queries or require any assistance, please phone 01328 878477 or email [email protected].

Pre-Arrival

The Thursford Collection is located one mile off the A148 road between Fakenham and Holt. It is signposted by a brown museum [M] sign.

Car Parking and Arrival

Large, free car park on site.
The car park has designated accessible car parking spaces for visitors with additional access needs.
The car park has a compacted gravel surface.
A hard surface path leads you from the car park to the complex.

Main Entrance, Box Office and Reception

There is level access to all doors.
Staff can be seen easily for lip reading and to assist guests with visual impairments.
There is seating available throughout the complex.
There are no steps to any facilities and services.
The Thursford Collection is a no smoking site. There is a designated Smokers’ Den in the grounds.

Steam Engine Museum (April – August)

Admission to the museum is through the Stable Shop.
The museum exhibits are spread out over a wide, open, indoor space with a level, hard floor surface.
Most exhibits can be viewed from the ground but some have steps that enable visitors to take a closer look at the details.
The exhibits are interpreted by text panels written in English. There are some video interpretation films.
The mechanical organs play at times throughout the day from 11:30am and Robert Wolfe performs on the Wurlitzer organ at 12:30pm and 2pm. At other times there is a musical recorded soundscape playing in the museum.
Visitors can climb on-board our vintage fairground carousels and gondola (a charge of £2 per ride applies). We regret that, due to their age, these rides are not fully accessible. Visitors use them at their own risk and visitors with mobility difficulties may struggle to access them.
Essential companion accompanying a paying visitor can visit the museum for free between April and August.

Christmas Spectacular Auditorium (November and December)

There is level access to the auditorium.
There is level access to the Deluxe Seating (Rows A-L), the Centre Flat Seating (Rows M-Q), the Right Side Flat Seating (Rows AA-JJ) and the Left Side Flat Seating (Rows ZA-ZN).
There is step access to the raised seating areas – the Centre Raised Seating (Rows R-XB), the Right Side Raised Seating (Rows KK-TT) and the Left Side Raised Seating (Rows ZO-ZZ). There is one step per each row of the tiered seating platform.
For the flat seating rows, there is easy, level access to the end-of-row aisle seats.
Wheelchair users are very welcome to bring their wheelchairs or mobility aids into the auditorium and get as close to their seats as possible before transferring into a theatre seat. Wheelchairs can be stored at the back of the auditorium during the performance.
Wheelchair users who cannot transfer out of their wheelchairs can book one of our limited wheelchair spaces. Each wheelchair space has an adjoining companion seat. These can be booked over the telephone only on 01328 878477.
We also offer one essential companion per full paying ticket a discount on their Christmas Spectacular, Santa’s Magical Journey* and Enchanted Journey ticket. These discounted tickets can only be booked via the Box Office on 01328 878477. To ensure that we can offer this facility to those that need it, eligibility criteria will apply for all events (Christmas Spectacular, Santa’s Magical Journey / Enchanted Journey of Light). Before requesting, please check our eligibility criteria from the following list:
- Attendance Allowance
- PIPs/DLA at the higher / enhanced mobility rate
- Blind Person’s Registration
- Armed Forces Independence Payment
- Nimbus Access Card with +1 symbol

Note for 2025 season: As we endeavour to improve the booking experience for those who need an essential companion, for 2025 we will be partnering with Nimbus Disability and the Access card as the only form of evidence that we will require to book an essential companion ticket. We will update in advance of the 2025 season, in the meantime for more information please see: https://www.accesscard.online/how-it-works/

Please note for Santa’s Magical Journey there must be at least one full paying adult and one full paying ‘child with gift’ on all bookings.
The Enchanted Journey of Light must have at least one full paying general ticket per booking.
You will need to scan a copy of your documentation and send it to [email protected]. Please note we do not retain this information on file and it will have to be submitted each year.
We cannot apply essential companion discounts retrospectively, please ensure to call the Box Office to book.
We regret that we are unable to install a hearing loop system in the auditorium.
Guests wishing to bring an assistance dog should telephone the Box Office so that we can arrange suitable seating as the cast use the aisles during the Spectacular performance.
Please note that some flashing or strobe lighting or lasers may be used during the Christmas Spectacular. Please contact the Box Office if you have any concerns.

Santa’s Magical Journey & The Enchanted Journey of Light (November and December)

We suggest that Santa’s Magical Journey is suitable for children from six months to around 12 years of age. The top level present is aimed at children who are nine plus. We use your child’s age to determine the present they receive; if a present for another age range would be more accessible for your child, please speak to a member of Box Office staff at the time of booking.
The event takes place indoors in a large building, all on one level with a hard, smooth floor. The event is suitable for wheelchair users. Buggies can be left at the entrance to the event or taken through the event building.
There are ladies’, gents’ and accessible toilets at the entrance to the event, as well as baby changing facilities. Please note that there is no access to these facilities during your ‘journey’ to see Santa (approximately 30-45 minutes at busy times).
There can be some congestion at the entrance to the journey and in front of Santa’s house. Visitors who have large wheelchairs or buggies or who are unable to stand for extended periods of time should speak to a member of staff at the entrance.
The journey to see Santa and the on-stage entertainment includes moving animated figures; overlapping music, speech and loud noises; and bright, moving lights, sometimes lasers. For more information, please telephone the Box Office on 01328 878477.
Assistance dogs are, of course, welcome on the journey to see Santa, but must be wearing their jackets and white collars. It would be very useful if you could notify us if you plan to bring an assistance dog at the time of booking so that we can ensure our staff are aware and ready to welcome all of your party. For essential companions, refer to Main Entrance, Box Office and Reception section.

Assistance Dogs

We can only accommodate Assistance dogs that have received recognised training and validation from services such as Guide Dogs UK, evidence will be required to confirm that the dog has received recognised training. Please inform the team at the time of booking via the Box Office so that provision can made to accommodate the Assistance dog safely.

We are unable to accommodate untrained / unqualified assistance animals.

Customer Toilets

Wheelchair accessible toilets and baby changing facilities are located on the ground floor in the courtyard, the auditorium, the Pavilion restaurant and in the Santa’s Magical Journey building.
There are no toilet facilities on the car park.
Access to all toilet facilities is level with no steps.

Restaurants

Menus are displayed in large font on the tables.
The restaurants are easily accessible with no steps.
Chairs and tables are movable to accommodate large wheelchairs.
The restaurants have counter service (table service can be offered where needed).
All of our restaurants offer a vegetarian and gluten free option.

Shops

There is a range of shops within the complex, all on one level.
Some items for sale may be out of reach; the staff can offer assistance.

Grounds and Gardens

There is a large lawn area with picnic benches in the summer.
There is also an outdoor adventure playground for children. Visitors use this at their own risk and we encourage all visitors to take care when using the playground, especially in adverse weather.

Contact Information

Thursford Collection
Thursford
Fakenham
Norfolk
NR21 0AS

Telephone: 01328 878477

Email: [email protected]
(mailto:[email protected])

Hours of operation: Sunday to Wednesday, 11am-4pm

Office opening hours: Monday to Friday, 9am-4pm