Specialist toilet user locked out after security fault

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The Changing Places toilet in Bournemouth's Lower Gardens reopened in August after being closed for a year due to vandalism and antisocial behaviour.

Bournemouth Christchurch and Poole (BCP) Council has introduced a video-enabled intercom, requiring users to call for access during opening hours, but Gemma Cardona said calls by her son's carers went unanswered more than once.

The authority said a "software error" had been identified, adding the system had been updated and was now working as intended.

Cardona said her son Patrick "Paddy" Conyard has twice been unable to use the facility because no-one answered the intercom.

Paddy has a rare genetic disorder, severe epilepsy, and quadriplegic cerebral palsy. He cannot communicate when he needs the toilet and relies on regular access to specialist facilities.

Cardona said that shortly after the toilet reopened, Paddy's carers had attempted to access the facility during its advertised opening hours of 09:00 to 17:00.

She said they followed the instructions "but nobody answered," adding that they eventually gained entry when a cleaner arrived and unlocked the facility.

On a second occasion on 25 September, Cardona said no-one responded to the intercom call and Paddy's carers had to abandon the rest of their day out and drive him home to Christchurch.

While she supports the measures to protect the toilet, she said the current access arrangements were unreliable and created additional barriers for disabled people.

She said: "For most people, finding another toilet is an inconvenience. For someone like Paddy, there isn't another toilet."

Cardona also raised concerns about the restricted opening hours, arguing that people who depend on Changing Places facilities were forced to plan visits around when toilets may be available.

She said the uncertainty has made her family reluctant to visit Bournemouth, as access to suitable toilet facilities was essential when planning outings.

The mum suggested introducing a registration scheme, allowing approved users or carers access via a fob, key or code.

"I don't think security and accessibility have to be competing priorities," she said. "There must be a system that achieves both."

BCP councillor Andy Hadley said: "I'm sorry that people have had problems accessing the Changing Places facility in Lower Gardens and acknowledge the frustration this must have caused."

He said a team was working on measures to make sure they were alerted to future issues as quickly as possible.

"The intercom is always monitored during the toilet's opening hours, and during exceptionally busy periods, there can be delays in answering calls," he said.

"We do not anticipate users needing to call more than twice before a team member is able to assist.

"We remain committed to providing clean, accessible toilet facilities for all residents and visitors."