Covid: Important Customer Information

Keeping everybody safe

The health and the safety of our audiences and staff is of paramount importance at all times. The information below outlines what measures and steps we are taking to ensure you the safest visit possible, and what help we need from you to help us do that.

All measures will be continually reviewed and updated in accordance to the latest guidance issued by the Government.

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What to expect on your visit 

There are many changes you will notice when you visit to watch a production. These changes help us to operate as a “See It Safely” venue that puts the safety and wellbeing of our audiences, performers, and staff first.
Please read all emails and communications from us regarding your booking very carefully.

Health questionnaire and theatre check in

Please note: As a seated venue, NHS Covid Passports are not required for entry. Though, in line with the Health Secretary’s latest recommendations, audience members are encouraged to take a rapid lateral flow test before attending a performance.
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You should not attend a performance if:

  • You or any member of your party due to attend experience Covid symptoms prior to a show.
  • You or any member of your party due to attend have been advised by NHS Test and Trace to self-isolate.

If you are unable to attend a performance due to either of these reasons, you should contact our Box Office Team to discuss the options for your booking.

By entering The Other Palace, you are declaring that You:

  • Are not experiencing symptoms of Covid
  • Have not tested positive for COVID 19
  • Or have not been instructed to self-isolate.

NHS Covid-19 App

Upon arrival to the theatre, all attendees are encouraged to check in using the NHS COVID-19 app by scanning the QR code displayed at each entrance.

If you haven’t already, we recommend downloading the app prior to your visit.

To download the app, search ‘NHS COVID-19’ in either the Google Play Store (for Android phones), or the App Store (for iPhones).

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Face coverings

While the use of Face Coverings is no longer a legal requirement, we strongly encourage all audience members aged 11 years or older to wear a face covering at all times unless medically exempt. This helps to protect you, our staff, performers, and others around you.

Our Health & Safety Consultant has advised that our audience members should avoid wearing face coverings/masks with filters.

Our staff will approach and encourage all visitors to wear a face covering.

If you are exempt, you may feel more comfortable showing something that says you do not have to wear a face covering. The theatre can provide you with a badge to wear, simply ask a member of staff on arrival.

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Hand sanitation and advanced cleaning

Hand sanitation stations have been installed at numerous points around our building. We strongly encourage all visitors, customers, and staff to regularly wash their hands and use the hand sanitiser stations.

All public corridors, toilets, bars and auditorium areas will be subject to enhanced cleaning regimes daily each morning and between performances including regular cleaning of touchpoints e.g. toilets, door handles, handrails prior to each performance and also during performances.

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As part of our mitigating methods alongside ‘fogging’ the auditorium with antiviral disinfectant prior to each performance, we are utilising the maximum capacity of the air handling system within the Theatre and Studio to provide a fresh air supply circulating into the auditorium, alongside the air conditioning system in the bar and restaurant.

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Box office and ticket collection

Print at Home or E-tickets have been introduced to The Other Palace. Please either print this ticket or ensure it is available on a scannable device (such as a mobile phone).

If you have received your tickets in the post already, please bring these with you as normal. Any future tickets will either be posted out or emailed.

Should you need to collect tickets, please visit the box office counter in the foyer for assistance. 

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Bag searches and cloakroom

Bag searches will continue ensure the safety of our building, patrons, and staff. We would ask that all visitors keep the number of personal items being brought into the building to an absolute minimum to help us keep outside queues to a minimum.

We cannot allow bags into our building without being searched. Bag search staff will be wearing a disposable glove on the hand that may touch your belongings. This glove will be changed between each search. Should you not be comfortable with your bag being searched, please do not bring a bag with you.

Our Cloakroom is open for the storage of small items and coats, only small bags are permitted into the auditorium.

Please note: Members of our Front of House team may wear body-worn video devices which will only commence recording if so required.

Food and drink

Food, drinks and merchandise

Please note: We strongly encourage the use of cashless payments.

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Our toilet facilities are available throughout the performance should you wish to use them at quieter times and avoid queues.

To aid ventilation within our toilet facilities, their main entrance doors will be held open (cubicle doors can be closed). Please do not close these at any time.

The toilets are cleaned regularly during the day both prior to and during performances.

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Leaving the building

When your performance has ended, we kindly ask that you collect your rubbish and dispose of it in one of our many bins provided.

When exiting the building, please make your way promptly away from the building to your mode of transport or next destination.

No Visitors backstage
Regrettably, we are currently unable to allow anyone backstage other than Other Palace staff, company members, and contractors. There are no exceptions to this rule. It will not be possible to request selfies or autographs with the cast afterwards either.