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Shopping: Open from 9 am until 6 pm

COVID FAQ’s

Answers to  your questions.

From the 12th April, we’re open so that you can shop safely.

We are doing everything that we can to keep everyone safe while shopping, please play your part and see below how you can help too.

Which essential stores are open and what are their opening hours?

The centre will be open from 9am to 6pm Monday to Wednesday and Friday to Saturday, with Thursdays from 9am to 8pm and  10.30am to 4.30pm on Sunday. Individual store times may vary so we advise you to check with the store directly before setting off.

Do I need to wear a face mask/face covering?

Yes, you must wear a face covering in the centre. Anyone not wearing one, could be refused entry or asked to leave. Naturally, anyone with a medical condition that prevents them from covering their face will be exempt, as will children under the age of 11.

What kind of face covering do I need to wear?

A face covering is something which safely covers the nose and mouth. You can buy reusable or single-use face coverings. You may also use a scarf, bandana, religious garment or hand-made cloth covering but these must securely fit round the side of the face.

Will you allow people to come into the centre if they don’t have a face covering?

No, unfortunately not. We will be following the Government’s guidance and only allowing people to enter the centre if they are wearing a face covering. We will have teams on each of the doors who will be making sure everyone has their face covering on. If you are not wearing one, our teams will unfortunately have to refuse entry to comply with the Government’s Guidelines. People with medical conditions, children under the age of 11 and people with disabilities will be exempt.

 

I have a health condition/hidden disability- do I need to wear a face mask/face covering?

As per the Government’s guidelines, you do not need to wear a face covering if you have certain health conditions.

Do I need to bring evidence of my health condition if I have a face covering? e.g. letter from doctor

We will not be asking for evidence of your health condition before entering. We do ask however that you just let our friendly staff know that you are exempt on medical grounds, so they do not refuse you access.

Will you supply a face covering for visitors if they need one?

Unfortunately, we will not be supplying face coverings to our visitors.

How will you enforce this?

Anyone not wearing a face covering could be refused entry or asked to leave. Naturally, anyone with a medical condition that prevents them from covering their face will be exempt, as will children under the age of 11.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate in asking them to leave or call the police if we must.

Surely, I could just pretend to have a medical condition?

Yes, you could, however, we’re asking everyone to do their part in helping to defeat the virus by following the instructions provided by our teams and the safety information that is widely available.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate in asking them to leave or call the police if we must.

Are you supplying your staff with face coverings?

Yes, all our teams have already been issued with face covering.

I work in one of your stores, do I need to wear a face covering?

Yes, everyone who enters and walks around the mall must always wear a face covering, whether that’s for shopping or to get to your place of work.

What about the in-mall units, will people running those need to wear face coverings?

Yes, they will. Anyone who comes into the centre for work or to shop will need to wear a face covering.

Are you open your usual opening hours or have they changed?

The centre is operating on a partially open basis with our normal opening hours, but please check with the individual stores as they may not be following the centre hours at the moment.

How are you keeping centres safe?

We are doing everything we can to make sure the centre is a safe place to visit and work. We have social distancing measures throughout the centre, including our car parks, entrances, malls, toilets, facilities and services and back of house areas. Hand sanitiser will be available throughout our centre and at the entrances, for use as people come inside and through their visit with us.

We are asking everyone to play their part too and help us defeat the virus by following the instructions provided by our teams and the safety information that is widely available in the centre and on our online channels. And by staying at home if they’re displaying any Covid-19 symptoms.

Our staff have been working incredibly hard to keep the centre clean and safe during the lockdown and we are hugely grateful to them. We deep clean key touchpoints like toilets and door handles more frequently and that will continue for the foreseeable future. Further safeguards like hand sanitisers, gels and wipes will still be available in the malls and there will be dedicated hand sanitiser stations on the way in too which we ask everyone to use on the way in.

Are you going to be giving visitors a time limit to be in the centre?

No, however our teams will be managing the number of visitors inside our centre and we will have controls in place at entrance and exit points to help us do that effectively. Visitors can still very much expect our usual warm welcome, but it’s important to monitor capacity very carefully and stay within the recommended limits. It is likely therefore that we will have a queuing system outside centre entrances to regulate footfall.

Have staff been specially trained to manage this new way of shopping?

Yes, all staff have been through specific guidance/training to carry out their duties in the new way of working.

What sort of PPE will staff be wearing in the centre?

Face visors will be worn by our waste/environmental teams where appropriate. All members of the team will be wearing face coverings.

Will you be providing any type of PPE for visitors, like masks and/or gloves?

No, it is up to the individual to provide their own PPE equipment.

What steps will be taken if people do not observe social distancing guidelines?

We will be asking everyone who visits the centre to follow official guidelines, the instructions provided by our teams as well as the safety information that will be widely visible and available. Our teams are familiar with the guidance and will be reminding people to keep a safe distance. Anyone refusing to do so will be asked to leave the centre immediately.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate to call the police. At times like these we simply cannot allow the actions of individuals to potentially threaten the safety of everyone else.

What will you do if one of your retailers doesn’t follow social distancing guidelines?

We have been working closely with all our stores during the lockdown period to support them with their re-opening plans.

However, if there were to be an issue, all our stores have a requirement within their lease to provide legal compliance, so we would insist they follow the guidance or further action would/could be taken against them.

What will you have in place for visitors with mobility issues who would ordinarily need the use of seating whilst visiting us?

In order to discourage people gathering and to support social distancing measures, some seating has been removed from the malls. We know that for some of our less mobile visitors this could be a problem for them. We will have ‘here to help’ team members at entrances and within malls, and we would ask anyone who is in need of additional support to speak with a member of the team.

Are customer service desks open? What do I do if I need help whilst in the centre?

Our customer service desks are temporarily closed.  Should you need any help or assistance during your visit all our staff will be more than happy to help.

Are you taking specific measures on your air handling units before opening?

Our centre air handling plant has continued to run on a phased/rotation basis providing full fresh air whilst taking advantage of the low external air pollution and air quality which is at its best levels for many years. All building service plant will be set back to normal operating hours as soon as we have the go ahead from Government. All air filters will continue to be changed as required with any major service visits being undertaken as necessary.

Will you be temperature checking people as they come into the centre?

Temperature checking is not part of the Government’s guidelines and isn’t an effective way of screening people for coronavirus. Using surface temperature checks i.e. just on the skin rather than in ear can provide inaccurate results. A surface temperature for example can be caused by other factors not related to the virus. However, please be reassured that we are doing everything we can to make sure our centres as safe places to visit and work.

Some of our stores may be using temperature checks on their entrances, but please speak directly to them for more information.

If you do feel unwell or are showing any of the COVID-19 symptoms, please do not visit the centre. Please help us to ensure that everyone is as safe as possible.

Latest centre and stores information

Welcome back.

We’re open so that you can shop safely. Outdoor dining is also available at The Hive.

We are doing everything that we can to keep everyone safe while shopping and dining.

See below how you can help too.

Learn more