Reopening Questions. We are open!
We’ve compiled some of the most common questions about the Arts Centre opening. Read on for all the information!
Last updated: 21/06/2021
When are you reopening?
We are open!
We have a combination of online and in-person events, and with full precautions in place to keep everyone safe.
How will social distancing be maintained within the Arts Centre?
We ask all visitors to follow Welsh Government guidelines with regards social distancing. We will mark out guides on floors next to areas where people may congregate such as the Box Office.
We will restrict the number of people allowed in each room or auditorium, in accordance with current guidelines.
We will provide alternative ways of looking after you that minimizes your contact with other people – including cashless payments, online booking and takeaway services.
What are your handwashing facilities?
We have hand sanitizing facilities throughout the building - by our main doors, outside all our toilets, in workshop spaces, offices and backstage. We ask that every visitor to the Arts Centre sanitizes their hands before entering the venue and will have sanitizing units by the main entrances.
What are your cleaning regimes?
The building is fully cleaned using appropriate products every day prior to opening. Then throughout our opening hours our Operations Team clean all ‘touch points’ (door handles, hand rails etc.) and toilets on a regular rolling rota to make sure everything is kept clean. We’re very grateful to the whole team for keeping us safe. If you’ve got any concerns then please speak to our Duty Manager – they’ll be on hand for any questions or concerns you might have.
What about parking?
The Arts Centre is lucky to have onsite parking adjacent to the venue. Although noted for their ‘snug’ spaces, we think that you should find them a lot quieter than usual as so many campus-based staff are currently working from home. If there’s space to park away from other cars that will help you minimize any chance of you breaking social distancing guidelines.
When will live performances start up again?
We are following government advice on when this might be possible, while also being aware of how we need to look after audiences, performers and our staff. Although it feels beyond strange to have an empty theatre and concert hall, we will only begin to offer live performances when it is safe to do so.
We are currently hoping to begin a phased return to live events starting from mid-July, including some new outdoor live events.
Any live events that do take place will be with greatly reduced capacities - this will further limit the scale of show we’re able to put on. Please bear with us – we miss live shows as much as we know you do, but we have to be patient.
What about my tickets?
If you're booking tickets for shows you will see that we now have an e-ticketing system in place. Your e-ticket will be emailed to you but you will still be able to pick up a printed ticket if you prefer. All tickets will have a barcode printed on them that gets scanned when you enter an event.
Printed tickets for some postponed events will be kept safe at the box office. You'll then be able to collect them at your leisure, or they'll be posted to you if you chose a postage option.
Are your exhibitions open?
In Gallery 1 we will be restricting the numbers in the space at any given time, and marking up an advised ‘one-way’ system around the exhibition. Tickets for half an hour slots at the Gallery 1 exhibition will be available online and at the Box Office. Children under 11yrs will be counted as part of the booking.
Walls and areas around the building will also be used for display, to help give plenty of room for the art, and for people to see it. Luckily we’ve got lots of space to do this. We’ll be having exhibitions on for longer periods to give everyone a chance to see them, and offering virtual gallery options for those who are unable to visit just yet.
How about films?
We began a programme of film screenings as soon as we reopened. We’ll be working to government guidelines on how many people we can admit to auditoria, so to make sure social distancing is possible we will move screenings into the theatre to give you extra space. However, there will still be some screenings in the Cinema, check this on your ticket details when booking.
What about refunds – can I change my mind about going to see something?
Yes, you can change your mind. If you have booked for an event or activity but are worried and don’t feel comfortable attending then get in touch and we can either give you a credit note or refund you, whichever you prefer. If you could give us 48 hours’ notice that would be really appreciated, but we’d rather you feel happy about your visit so call us any time.
Similarly if you start to feel a bit under the weather then just get in touch and we’ll give you a refund. We know that living in a Covid-19 world is a bit like being on an emotional rollercoaster at times, so we want to give you the flexibility to visit on your own terms.
Our 'Book with confidence' refund scheme will last up to the Autumn 2021.
Is the Café open?
The main café is open Monday – Saturday 10am-7pm and Sunday 12pm-5pm. Customers can choose between eating in or purchasing a takeaway.
Is the bar open?
The bar opening times will be 5.30pm -8.30pm Monday – Saturday.
What about the shops?
We have reopened with a new-look shop! We will have a one-way system for you to follow, and will be limiting the numbers of people allowed in at any time. Hard though it is, we ask customers to refrain from touching items unless they are purchasing, out of consideration for others.
The shop will be open 10-7pm Monday – Saturday, 12-5pm Sunday
My child attends dance classes, when are they starting up again?
Dance classes in the studio started back from Monday 14th June. Please contact firstname.lastname@example.org for further information.
Will Youth Theatre and Stage School start again in the summer too?
Will I have to wear a mask to visit the Arts Centre?
Yes, unless exempt, Welsh Government guidelines on mask wearing are clear that masks must be worn indoors in public buildings by anyone aged 11 or over. Participants in dance classes can remove their masks once in the dance studios where social distanced grids are clearly marked out on the floors. But all visitors and Arts Centre staff must wear masks, unless exempt, as they move around the building, and in auditoria once we reopen. Those exempt from wearing masks may wear a white lanyard to communicate this, however this is not compulsory.
How will ‘Track and Trace’ affect my visit?
We will need to keep a record of every visitor who comes into the Arts Centre in order to provide data for the Welsh Government’s Track and Trace processes. We will be using an easy use QR code that you can scan on your phone to record your visit. Data will be kept securely, following GDPR guidance and regulations, and it will not be shared with any other third party beyond the Track and Trace service, or used for any other purpose than Track and Trace. Please enter through the main doors by the Box Office to scan in.
Will the box office be open?
Our box office hasn’t closed throughout the pandemic! Some of the team will continue to work at home where they can dial into our ticketing software and phone system – technology is a wonderful thing! We have a limited service in the building, in addition to the working from home team. We have introduced a ticketless system (using bar code scanners) and don’t forget you can book online or via the phone like usual.
While social distancing is in place we’re going to have limited capacity in all our events, and we’ll be looking to seat you in your family groups/bubbles and then block seats around you – it’s going to take a bit of getting used to for all of us, so please bear with us.
Will you be cash free?
Got a question that hasn’t been answered?
We hope we’ve covered all the vital info, but if you’ve got any other questions please don’t hesitate to get in touch!