Covid-19 Measures

Audience information for a safe and enjoyable experience

We are really excited to welcome visitors back to Sadler’s Wells. As we begin to present socially distanced performances, our number one priority is the health and wellbeing of our artists, audiences and colleagues, so we’ve introduced a number of new measures to ensure that everyone feels safe, secure and comfortable during their visit.

We’re following the official ‘Working safely during coronavirus’ UK government guidance to make sure the whole building is Covid-secure, and in line with what is allowed for venues now that London has been classified at a Tier 2 Covid alert level. Although we are aware that the experience may be slightly different to previous visits, we hope that our new procedures will allow everyone to feel relaxed and able to enjoy Sadler’s Wells.

New measures include socially distanced seating, indoor wearing of face coverings, hand sanitising stations, enhanced cleaning and socially distanced Front of House assistance throughout the building.

Ticket bookers will be sent full information about all safety measures in place in advance of the performance, so that they can plan accordingly and feel as secure as possible during their visit.

Here is a step-by-step guide to our new safety systems to help you best enjoy your visit:

Booking your ticket:

  1. Our seating capacity has been reduced and the auditorium reconfigured to maintain social distancing. Seats are available in small groups of singles and pairs, with at least 1 metre gaps between groups, allowing for safe distancing and for households to sit together. In Line with Tier 2, audiences can now only book adjoining seats within households or support bubbles. We will ensure all ticket bookers are made aware of this change via email during the week commencing 19 October and will ask them to amend their bookings accordingly, if needed.
  2. If we are not able to go ahead with the performance you will receive a full refund of your tickets.
  3. If you are unwell or self-isolating and will not be able to attend the performance, please contact tickets@sadlerswells.com as soon as possible so we can make arrangement for an exchange, gift voucher or refund.
  4. As a skeleton team, working remotely, we do not currently offer phone bookings, and are currently only selling tickets via our website. If you need assistance with your booking please email tickets@sadlerswells.com.
  5. We will be issuing E-tickets only, to avoid paper tickets. Your tickets will be emailed to you within 2 hours of making your booking. Please check your junk email or spam folders if your tickets are not in your inbox within 2 hours of your transaction. If you have not received your tickets, please contact tickets@sadlerswells.com.
  6. Approximately 5 days before your performance, we will be emailing you with full information about your visit, and the changes
  7. Please ensure we have your correct email address, so you receive all important information.

On the day of your visit:

  1. Coronavirus symptoms: If your temperature is higher than 38°C, you have a continuous cough or have loss of taste & smell, you should stay at home. We have reviewed our refund policy to offer more flexibility in response to Covid-19. We can offer exchanges, gift vouchers or refunds up to 4 hours before the performance. So please contact us by 10.30am for a matinee performance, or 3.30pm for an evening performance.
  2. Travelling to Sadler’s Wells: Consider your journey to Sadler’s Wells. Use a car, motorcycle, bicycle or walk to the theatre where possible.
  3. Remember your face covering: During your visit we ask you to wear a face covering, except when eating and drinking.

Your arrival at Sadler's Wells:


  1. Our team are here to help: Our Teams will be on hand during your visit to provide guidance around the theatre. They will all be wearing masks and / or visors as standard. If you have any questions or feedback on your experience, don’t hesitate to speak to one of them.

  2. Join the queue: on arrival at Sadler’s Wells, please join the queue, ensuring you maintain a safe distance from others. Our Front of House Team will be on hand to guide you on arrival.

  3. Wear your face covering: Please put on your face covering when entering Sadler’s Wells and it should remain on throughout your visit, except when eating and drinking.

  4. Track and Trace: We have two options for you to track and trace your visit to Sadler’s Wells – you can use the UK Government’s NHS Track and Trace app, or complete Sadler’s Well’s Track and Trace Form. Audience members can choose which method they prefer to use, based on whether they have the NHS app. You can complete the Sadler’s Wells Track and Trace Form by scanning the QR codes placed on signage around the building, or visiting: WWW.TRCK.TO and enter location ID 8623. Your details will be kept for no more than 21 days
  5. Sanitise your hands: We ask you to sanitise your hands at our hand sanitising stations when you enter the foyer.

While in the building:

While in the building:
  1. Keep your distance: During your visit please ensure you maintain a safe distance from others using the floor marking guides for reference.
  2. Follow the routes: When moving around, please follow the clearly marked routes to help maintain safe distancing. We’ve installed easy-to-follow floor markings and signage to assist you. For your additional safety, our lifts are limited for use to one person or one household at a time.
  3. Enhanced cleaning: The theatre is professionally cleaned on a continual basis. Common contact surfaces and toilet facilities are regularly sanitised by our Housekeeping Team between events.
  4. Wash your hands: Please wash your hands before and after using toilet facilities and sanitise your hands regularly using the stations available.
  5. E-tickets: No physical tickets will be issued, and our Front of House team will check e-tickets from a safe distance.
  6. Our Bars and Box Office: Our bars and box office will be open and operating within Covid-secure protocols, with all payments and transactions now cashless.
  7. Staggered entry: We will be asking audiences to enter the auditorium at different times, based on their seats, to limit contact with other parties.
  8. Our socially-distanced auditorium: audience members will be seated in small groups of 1 or two, to allow for social distancing. Our Front of House Team will be on hand to guide you to the correct seats in the auditorium while maintaining a safe distance from others.

Leaving Sadler's Wells

  1. Follow our lead: At the end of the performance, please stay seated and follow the instructions from our Front of House Team who will lead you out safely in staggered groups to maintain social distancing.
  2. Let us know how we did: You will receive a post-show email which will ask for your thoughts on the experience. We’d love to know how these measures did or didn’t work to make you feel safe and comfortable at Sadler’s Wells. You can also email us your thoughts on feedback@sadlerswells.com.

 

Coronavirus update: join us on Digital Stage and for socially distant performances, which are still allowed under Tier 2 coronavirus restrictions for London. Read more

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