Guest Accessibility & Services Policy

At The Glasshouse, we believe in creating a welcoming environment for everyone. Our services are designed to respect the independence and integration of all individuals, including those with disabilities.

Assistive Devices

To better serve guests with disabilities, our team of staff are trained to ensure they are knowledgeable about the various assistive devices that may be utilized.


Share information about your brand with your customers. Describe a product, make announcements, or welcome customers to your store.

Service Animals 

At The Glasshouse, we are happy to accommodate people with disabilities and their service animals. You can bring your service animal with you to any part of the garden centre. Any of our staff members are happy to provide fresh drinking water for your companion upon request.

Notice of Temporary Disruption 

In the event of a planned or unexpected disruption to services or facilities The Glasshouse will notify guests promptly. An announcement will be made and/or a notice will be clearly posted which will include information regarding the reason for disruption, its anticipated duration, and a description of alternate facilities or services if available. The Glasshouse will make every reasonable effort to provide prior notice of temporary disruption where possible.

The accessibility plan of The Glasshouse outlines policies and actions aimed at improving opportunities for individuals with disabilities. The plan will be regularly updated to ensure full compliance and implementation of AODA standards.

Accessible Emergency Information 

At The Glasshouse, we prioritize the accessibility of emergency information for our customers and employees. We are dedicated to providing this information in a format that is easily accessible upon request. Furthermore, our employees with disabilities will receive personalized emergency response information as and when they need it.


The Glasshouse will provide training to employees, volunteers and other staff members on Ontario’s accessibility laws and on the Human Rights Code as it relates to people with disabilities. Training will be provided in a way that best suits the duties of employees, volunteers and other staff members. The Glasshouse will take the following steps necessary to ensure employees are provided with the training needed to meet Ontario’s accessible laws. Staff will also be trained when changes are made to the policy. 

• All new and existing staff and volunteers will have face to face training on customer service standards. 

• All new and existing staff and volunteers will be trained when there is an update to the policy. 

• A record of this training will be kept on file.

 Information and Communications 

The Glasshouse is dedicated to meeting the communication requirements of individuals with disabilities. When providing information or communicating with someone who has a disability, we will supply information and communication in an accessible format or with communication support upon request. We will collaborate with individuals with disabilities to identify their specific information and communication needs.

The Glasshouse is dedicated to guaranteeing that all website and content adhere to WCAG standards and will strive to achieve level AAA standards.


Our employment practices will include the notification of the availability of accommodation for applicants with disabilities, as well as supports for staff with disabilities. Where employee needs dictate, we will provide individualized workplace emergency response information and plans. Our performance management and career development process will take into account the accessibility needs of its employees with disabilities. 

The Glasshouse is committed to fair and accessible employment practices and will notify the public and staff that when requested we will work to provide an individualized accommodation plan during the recruitment and assessment process. If a selected applicant requests an accommodation, we will consult with the applicant and provide or arrange suitable accommodation in a manner that takes into account the individuals’ accessibility needs. 

Statement of Commitment 

Th Glasshouse is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act

Individual Accommodation Plans/Return to Work Process 

To address the needs of employees who have been on disability leave, The Glasshouse will devise and execute a systematic approach to develop individual accommodation plans and return to work policies using the following steps: 

• The inclusion of the employee in the development of the plan through clear communication. 

• The Glasshouse may request evaluation by an outside medical or other expert to aid in determining accommodation and/or how to achieve accommodation. 

• The needs and functional abilities for the individual will be taken into account on a case by case basis. 

Design of Public Spaces 

When constructing or making substantial changes to public spaces, it is imperative to adhere to the Accessibility Standards for the Design of Public Spaces, ensuring that the Glasshouse meets the required guidelines.

For More Information 

We welcome feedback from customers via telephone, in-person, written, electronic, or other means. If you would like further information about our accessibility plan or services, or if you wish to request it in an alternative format, kindly direct your inquiry to:

Contact person: Hannah Dodman

Mail: 56 Creek Rd. Chatham, On. N7M 0L2

Telephone: 519.352.1127