A Girls Aloud fan says getting the tickets to their concert was such a stressful experience he nearly missed out on going.

George Plumridge has retinitis pigmentosa and night blindness, and said the Ticketmaster website was “really inaccessible” and despite having all the tools he “just couldn’t do it”.

He said he has successfully booked tickets for theatre shows at the West End as their websites use a separate accessibility platform, and said Ticketmaster should “take a leaf out of their book”.

Ticketmaster said the accessibility of its site and ensuring that fans have equal access to events is of the utmost importance.

Mr Plumridge, 32, from Pontyclun, Rhondda Cynon Taf, was diagnosed with his condition aged eight, and said he was so stressed booking the tickets for Girls Aloud that he ended up getting timed out.

“You have to be so quick on the site, you get into a queue and there’s this timer and you’re panicking.

“I was filling the boxes wrong, because it wasn’t clear to me in terms of where you should write what, and I ended up getting timed out.

“I tried because I thought I have the tools, I’ve got my screen reader and a huge monitor so how can I not do it, but I just couldn’t,” he said.

He added it was really frustrating because it did not have to be like that, and not being able to do a simple thing like booking tickets and having to rely on someone else took away his independence.

“I’ve booked West End tickets to take my niece to see Frozen, and their booking system is so different.

“They have a separate platform, and all I had to do was register and show proof of my disability and then book, I had a completely stress-free experience.

“I was able to book disabled access tickets and tickets for my niece and family who were coming with me – it was so much easier.”

He said Ticketmaster would benefit from a similar concept.

“It would alleviate a lot of stress, and would mean I could get tickets independently rather than having to rely on other people.

“I appreciate that there are disability tickets, but if your disability doesn’t involve your sight then you could still navigate the website quickly, but with a visual impairment, it’s just impossible,” he said.

Mr Plumridge said he then gets anxious about potential issues at gigs despite going to them for years.

“I’m always apprehensive about going and my first thought is ‘am I going to get in? Or am I going to do something that makes me not get in?’.

“It’s things like the bouncers beckoning you forward when you are queuing, or the queue moving and me not seeing, and then the scanners and making sure I am doing it right, or bumping into someone.

“Because it’s dark, I find it harder to see, and one thing I have experienced when on a night out is being refused entry because staff assume I am intoxicated because my pupils don’t dilate like everyone else’s because of my disability so I am always worried about that,” he said.

He says he uses a cane because it makes him feel comfortable, but is a little hesitant that it could make him a target for pick pocketers.

And when picking tickets, standing or seating has its pros and cons.

“In seated I feel safer because of my allocated space, but the arenas with tiered seating worry me, and I do love a good dance, so I usually opt for standing.

“There are disabled tickets, but you can only go with one person, and I understand why that is, but sometimes you just want to enjoy a gig with a group of friends.”

However, Mr Plumridge said regardless of the barriers, being able to go to a gig is “incredible”.

“It’s about the atmosphere and being able to hear it. I love being able to feel the music and the beat, being with the fans. The buzz you get.

“I just can’t wait to see Girls Aloud reunite and perform.”

Director of the Royal National Institute of Blind People Cymru (RNIB) Ansley Workman said there were far too many unnecessary barriers to blind and partially sighted people being able to access live music.

“From buying tickets online, to venue access and feeling fully included in performances, the accessibility of live concerts really lags behind other experiences like visiting theatres or museums.

“Ticketing sites, organisers and venues need to listen to blind and partially sighted people to be able to find solutions that work. If other live experiences can get it so right, there really isn’t any excuse for live music to keep getting it wrong.”

What does Ticketmaster do for accessibility?

Andrew Parsons, managing director at Ticketmaster UK said: “Ticketmaster was the first ticketing agent to make accessible tickets available online in 2019.

“We are constantly reviewing our processes and we take on board all feedback to make improvements wherever we can.

“Our fan support team is always on hand to help, and we encourage any fan to reach out should they need assistance at any time.”

A woman who believed her father had a “painful” death because his deafness meant he did not get appropriate support said she was worried the same thing was now happening to her mother.

Carol Spencer, who is partially deaf, grew up using British Sign Language (BSL) with her parents Alan and Barbara Spencer, who were both unable to hear.

She said Alan’s death was “traumatic, chaotic, painful” because she believed there was a lack of BSL interpreters in the health system, and she felt she was going through “the exact same thing” again with Barbara being unwell.

The NHS said it was sorry the family, from Northampton, had “experienced challenges”.

Alan Spencer lived with Parkinson’s disease for 12 years and died with bowel cancer in November, aged 88.

His daughter said his death was distressing and she would “never, ever stop feeling guilty for that, because I should have done more”.

She said her mother, 83, was now unwell and in a recent six-week stay at Northampton General Hospital she saw a BSL interpreter just once.

Barbara, who has the reading age of a seven or eight-year-old, has since been discharged to a care home.

Jenny Dawkins from charity Deafconnect, based in Northampton, said the organisation heard similar stories “nearly every day”.

While the NHS should provide a BSL interpreter “this doesn’t always happen”, she said.

Legal duty

The Northamptonshire integrated care board, which oversees NHS services in the county, said: “The local NHS has a legal duty to ensure services are accessible to all members of the community and provide additional support where this is required or requested, such as providing information in alternative languages or formats.

“NHS services will also book interpreters including BSL interpreters for patients with additional needs.

“Although we are not able to comment on individual cases, we are sorry this family has experienced challenges accessing these services and we would encourage them to contact us directly via our Patient Experience team, so we can more robustly investigate the challenges they have been experiencing.”

Northampton General Hospital said it could not comment on individual cases, but said anyone with concerns should contact the relevant department.

Palmer Winstanley, acting chief executive, said the hospital “always tried to accommodate requests for interpretation services, such as BSL, to support our patients while they are receiving care”.

Staff were filmed hitting, kicking and leaving special school pupils in their own urine, the BBC has found.

Despite the school proving abuse in so-called “calming rooms”, some staff are still employed there and have not been barred from working with children.

Parents say they have not been allowed to see the footage and were misled about the use of isolation.

Whitefield School said it acted in pupils’ best interests and was not obliged to make barring referrals.

In 2021, a sealed box containing 44 memory sticks of CCTV footage from inside three of the rooms was discovered by new leadership at the school in Walthamstow, north-east London. It is one of the UK’s largest special schools with about 370 pupils.

The BBC then revealed a joint Metropolitan Police and local authority investigation had been launched into “organised abuse” by staff between 2014 and 2017 – when the rooms were closed.

Now, we have obtained confidential school investigations written by an HR consultant it employed to review the footage and staff conduct.

These reveal appalling abuse and neglect affecting 39 pupils, many who are not able to speak.

Six staff were proven to have abused children on the balance of probabilities but were not sacked – and at least one referral to the Disclosure and Barring Service (DBS) was recommended but not made.

From leaked school and council reports, information requests, and interviews with current and former employees, our investigation can reveal:

• Pupils were left alone in the rooms for up to four hours, with footage showing them naked, sitting in urine and eating crumbs off the floor

• Children were “slammed”, kicked and hit with force “without obvious justification”, while rhino pads – often used in rugby training – were deployed to push pupils inside

• The HR consultant identified more than 20 CCTV clips of excessive force and records of police notes described possible assaults – but despite this the Crown Prosecution Service did not recommend prosecutions

• A whistleblower who worked at the school describes what they saw on CCTV as “torture” – and says the rooms were worse than cells

The whistleblower approached the BBC because they believe the school’s investigations had amounted to a “whitewash”.

“You’ve ended up with staff with no sanctions against them, no learning or awareness, no serious case review to look at what went wrong,” they said.

The Children’s Commissioner for England says the BBC’s findings are “horrifying” and rules on seclusion should be tightened.

“There is no place for any of that behaviour and it needs to stop,” Dame Rachel de Souza says.

The BBC has spoken to nine of the 39 affected families who say they are still being denied answers. We have also seen evidence that one family has been misled by the police.

Many special schools use spaces outside of classrooms to address sensory needs or aggressive behaviour. But children were locked alone in Whitefield’s calming rooms, which were bare and without natural light. One was a former stationery cupboard.

Government guidance states that seclusion should only be used for an “appropriate” amount of time – but Dame de Souza believes these rules were “really stretched” at Whitefield.

One of those put in the rooms was David Gloria, now 20, who has diagnoses of autism, ADHD and OCD.

Despite school records of his placement, he does not feature in any of the 500 hours of footage handed to the police – highlighting the scale of seclusion at the school.

His father, Ricardo, says he asked about the use of the calming rooms when David started being placed in them and was wrongly told that staff always remained with pupils.

David soon began coming home distressed, leading his dad to grow suspicious. So Ricardo demanded to see the rooms and records of the times his son was put there.

The BBC has seen one observation report of a three-hour placement.

In it, David is clearly upset, recorded crying on 38 separate occasions over the period, asking to leave throughout. He is also observed saying he is “confused” and “does not understand” why he is there.

Significant self-injury is recorded – the boy slaps and punches his head, hits his stomach and throws himself into the wall. After two hours, David is twice observed urinating but is not allowed to leave.

After about three hours, the staff member records he would now be returned to his classroom to “recover”.

Education consultant Elizabeth Swan told the BBC the report alone warranted a voluntary DBS referral against staff monitoring David.

His father Ricardo, a police officer, visited the room and said it was worse than a prison cell. He spotted a CCTV camera inside and demanded staff show him one of the videos.

Ricardo says the footage shocked him. He says it begins with David being “assaulted” by staff who put a knee in his back and pushed him inside the room – force which is not recorded in the written observation. He was then neglected.

“My son was in a panicked state and crying and self harming, begging them for water and food and they just ignored him – it’s torture,” Ricardo said.

The boy who appears in more of the original CCTV footage than any other – over 55 hours – is Ashley. He was 12 at the time.

His family says his time in the calming rooms led to him being sectioned in 2020 – his escalating behaviour included him recently jumping out of a moving car.

Ashley is now 22. His mother says his anxiety has become so heightened he rubs his head on the floor so aggressively he has big sores from carpet burns.

“It’s so unbelievable that you could keep a human being in a room the size of a cupboard and expect them to be OK,” Sophie says.

“I thought he was being placed into a sensory room with beanbags and nice colourful lights.”

The leaked documents describe a staff member pinning him up against the wall of a room and hitting him with such force his body is recorded as “jolting” before he then becomes unsteady on his feet.

The external consultant found that the incident constituted proven physical abuse and said the teacher had shown no remorse or concern for Ashley’s welfare when interviewed, suggesting a “potential absence of learning”.

She concluded that the teacher should be dealt with under the school’s disciplinary policy with a referral made to the DBS.

But the BBC has learned this was not made and they continue to teach at the school – a decision Elizabeth Swan describes as “unfathomable”.

This staff member who appeared to strike Ashley was also not prosecuted, despite being interviewed by the police in relation to over 40 video clips of concern.

The same teacher also fleetingly appears in footage visiting a child inside one of the rooms after the pupil had wet themselves and wiped their face, according to the documents.

The child later appears to pick crumbs off the floor and is finally dressed – without being cleaned – about 90 minutes after arriving. On a separate occasion, a non-speaking child is left sitting in urine.

Another mother, Halima, says the school only told her that her non-speaking son, Abdulahi, had been placed in the rooms on two occasions, but he appears in 11 videos passed to the police.

Separately, the Metropolitan Police has told the family about a single “stand-alone isolated” incident. But the BBC has learned of another occasion where he was repeatedly pushed – in what records of police notes described as a “possible assault” with him then having been left alone walking on his knees, crying.

The BBC’s findings highlight how children have more rights in young offender institutions than in school seclusion, safeguarding expert Elizabeth Swan says. She says a youth custody regime with no external scrutiny had, in effect, been enabled at Whitefield.

Dame Rachel de Souza believes the significance of the failings means a referral should be considered to the national safeguarding board, which reviews cases for learning.

She says staff proven to have abused children should be sacked and that DBS referrals should be made when they have been advised.

Flourish Learning Trust, which runs the school, told the BBC that a new leadership team had taken over after the calming rooms had been shut, shared the footage with the police and learned from the failings.

It said some staff had resigned since its investigations were completed but three who returned have received extensive training. It said it complied with employment law and the local authority, Waltham Forest, was content with its conduct.

Separately, one staff member was sacked by the Trust. But the Trust added it was not legally obligated to make DBS referrals for the six staff members who were not sacked despite its investigation findings proving they abused pupils. The school says this is because they were not removed from their roles – but had rather been suspended.

Government guidance says suspension qualifies as removing a staff member from a role. The DBS also told us the duty to refer staff is not altered by a decision to suspend them.

We asked Waltham Forest why it had not made the referrals itself, given the severity of the abuse proven by the consultant. It said it acted in accordance with requirements.

The BBC has also learned that the use of seclusion varies widely in England. Information requests received from 375 special schools revealed that 50 schools isolate pupils in rooms on occasion, typically involving monitoring of them through doors or windows, or on cameras. A handful said pupils can be locked in the rooms.

A government spokesperson described the abuse at Whitefield School as “abhorrent” and said its guidance on seclusion provided clarity on the difference between punitive and non-punitive use.

Parents have repeatedly requested footage of their children inside the rooms from the police and local authority investigation.

They say the Met Police has blocked its release and either told them it is too distressing or would breach privacy law.

The force says it is unable to comment while enquiries continue into non-Whitefield staff, understood to relate to other professionals who may have had knowledge of concerns.

Wheelchair user Kat Watkins has said a doctor assumed she was not having sex because of her disability.

The 37-year-old from Swansea said she was also told she was “a very odd shape” by the consultant while having a smear test.

She is one of more than 30 adults who told BBC Wales Live they have faced barriers to healthcare due to their disabilities. 

The Welsh government said it was “very disappointing” to hear these stories.

Due to her condition, osteogenesis imperfecta – which creates brittle bones – Ms Watkins said gaining proper healthcare is almost impossible.

She said she now avoids seeking medical attention due to her “traumatic” past experiences. 

“I’ve been fighting for the last 37 years to get through barriers and they’re still there. So for me they’re more than just barriers, it is a constant battle,” she said.

Ms Watkins described the smear test, saying the consultant recommended cancelling them in the future as she was not sexually active at the time.

“He was making the assumption that I wasn’t having sex because I’m a disabled person,” she said.

Despite telling staff the best way to position her body, she said they also treated her like a “textbook example”, rather than as an individual.

It meant she had to revisit several times until they were able to obtain a result.During another visit to hospital she said she felt she was not listened to or believed by staff when she told them she had broken several bones in her leg – it was later confirmed that it was broken in five places. “I got a letter back to say the doctor had done everything correctly and they couldn’t see any problems,” she said.

“I was heartbroken, I was completely dismissed – all my feelings were dismissed.”

Swansea Bay health board said it could not comment on individual cases but it would be happy to discuss Ms Watkins’s concerns with her.

‘I was failed completely’

Michelle Penny has never had a smear test due to lack of access and, like Ms Watkins, she feels failed by the healthcare system.

“I just hope and pray that nothing is going wrong, I’m crossing my fingers and hoping for the best,” said the 39-year-old.

She has been left almost bedbound by Myalgic encephalomyelitis and struggles to leave home to attend medical appointments. 

“Everyone needs healthcare of some type, but if you can’t get to them then you’re failed completely,” she said. Ms Penny has not seen a GP in around six years, and has routine asthma appointments over the phone – but says it is not satisfactory. “You could tell them anything they’d have to believe you because they can’t see you,” she added.She has backed calls for at-home tests to detect for HPV, which are currently undergoing a trial in England.

Other examples people shared with Wales Live include:

• A man said that, during a fit he couldn’t control, he heard staff say he was doing it on purpose
• A women said a lack of ways to contact her surgery puts her off contacting them after it recently took 339 attempts to get through on the phoneline
• A deaf woman claimed she had her BSL interpreters cancelled by a hospital, as they had seen her speak and so assumed she could lip read
• A women said private tests confirmed that new symptoms weren’t a part of her existing disability after NHS doctors insisted that they were

“We see a lot that many who have had battles and barriers with healthcare, no longer have anything to do with it, as a result they say they have new impairments or conditions have worsened,” said

Alex Harrison, disability equality officer at Disability Wales, said that many people who have “battles” with healthcare simply disengage from it.

“As a result they say they have new impairments or conditions have worsened

Wales has the highest proportion of disabled people in the UK at 26%, according to the organisation, and Ms Harrison said communication is a common barrier many can face to healthcare services.”Many feel like they’ve just been ignored or are too much work to engage with,” she said.

“We hear so much that people are just waiting and waiting for contact and then it never coming.”She believes disability equality training and more opportunities to feedback is needed to create change.Ms Harrison added: “Training should be delivered by a disabled person and we also think the creation of some advisory groups for health boards that people with different conditions could sit on, could engage with them and hear lived experience.”

The Welsh government said: “It’s very disappointing to hear these stories and we expect people with disabilities to be listened to and treated respectfully when they access NHS services.”Our Disability Rights Taskforce is working with disabled people and organisations to make recommendations to improve the lives of disabled people in Wales.”