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Customer Safeguarding Policy: Covid-19

We have carried out the following to keep customers and staff safe -


1). We have complied with the government’s 5-step guidance on managing the risk of Covid-19.

2). We have carried out a Covid-19 risk assessment and shared the results with people who work here. Our risk assessment is available at the bottom of this page.

3). All customers and staff will have their temperature taken on entrance to the building, by a non-contact infra-red body thermometer.

4). We have enhanced cleaning, handwashing and hygiene procedures in place, in line with government guidance.


  • Meeting room surfaces, doors and other pinch points will be thoroughly cleaned down after each use.
  • Main auditorium seating, surfaces, doors and pinch points will be thoroughly cleaned down after each use and performance.
  • Lobby and shared spaces will be cleaned down at regular times during the day and recorded on our cleaning rota.
  • Toilets will be cleaned after each performance and in the morning each day, as well as regular surface cleans during the day.
  • Toilets will only be open to Flavel customers and will be limited to 3 ladies and 2 gents at one time.


5). Our main auditorium has a powerful 3-level filtration, air conditioning system in operation at all times to clean the air.

6). We have installed safeguarding screens at our box office and bar areas to protect customers and staff.

7). We have introduced e-ticket scanning to protect customers and staff.

8). Where possible tickets must be booked online, or by telephoning the Box Office: 01803 839530. We have developed our online booking system and implemented a safe auditorium booking facility, which allows you to choose your favourite seats with an additional meter of safe space allocated automatically by the system either side of your seat booking/s.

9). We have installed safeguarding directional signage throughout all areas of the building.

10). We have introduced a bar pre-order service on our website when you book your tickets to minimise contact.

11). We have one way systems in place, for all customers exiting the building from main auditorium events and meeting rooms.

12). We are participating in customer data collection for track and trace purposes.  

13). Our staff and volunteers have been Covid-19 trained.

14). Hand sanitiser stations throughout the building.

15). Covid-19 safeguarding information throughout the building, in our lobby and window and as a safeguarding infomercial before all main auditorium performances.

16). Covid-19 policy information will also be emailed to all customers with a confirmation of their ticket.


Before entering the Flavel building please can customers ensure they -  


1). Read The Flavel’s Covid-19 safeguarding policy before attending a performance, which will be included within your confirmation email. This information is also available on the Covid-19 section of our website.

2). Do not enter the building if you are feeling unwell or have a temperature, or if you have been in contact with someone who has been isolating for 2-weeks or less after returning from overseas travel.


On entering the Flavel building please can customers ensure -  


1). Use hand sanitiser on entering the building.

2). Happy to have your temperature taken by a non-contact means.

3). Wear a face covering in all public areas of the building.


  • If you are attending the cinema or a performance in the main auditorium, you must wear your mask, although you are allowed to remove it to drink or eat, placing it on again afterwards.
  • If you are attending a meeting, you must wear your mask in public areas, but you may remove it once you have sat at your meeting seat and for the duration of your meeting.


4). Follow the distancing and directional flow markers and listen to the advice of the stewards and staff who will be trained to look after you during your visit.

5). Comply with the safeguarding behavioural information throughout the building.

6). Your personal data will be collected when booking your ticket. If needed this will be submitted for track and trace purposes. We comply with all GDPR safeguarding guidelines.



Please click here to downoad The Flavel Customer Safeguarding Policy.


Please click here to download The Flavel Covid-19 Risk Assessment.