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Covid: Important Customer Information

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.

Click the button below to read the TRW Covid Risk Assessments as part of our Covid Secure Policy

TRW Covid Risk Assessments


What to expect on your visit to Theatre Royal Windsor

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.

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.

  • Health Questionnaire

You should not attend a performance if:
– You or any member of your party due to attend are experiencing 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 (you are exempt from isolating from 16 August if you are double vaccinated at least 14 days before being a close contact of someone who has tested positive, or under the age of 18)

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. As a See It Safely venue we will be ensuring that you have maximum flexibility by allowing tickets to be exchanged up to 24 hours prior to the performance – so if someone in your party is confirmed as Covid positive or has symptoms, there is no need to worry. If notice is provided 24hrs or less before before the performance is due to commence, or after the performance has happened, we are unable to make any further changes to your tickets.

By entering Theatre Royal Windsor you are declaring that you are not experiencing symptoms of COVID; have not tested positive for COVID; or have not been instructed to self-isolate.

According to the NHS website: If you test positive, your self-isolation period includes the day your symptoms started (or the day you had the test, if you do not have symptoms) and the next 10 full days.You can stop self-isolating after 7 days if you do a rapid lateral flow test on days 6 and 7 of your self-isolation period and: both tests are negative; you did both tests at least 24 hours apart; and you do not have a high temperature.

  • 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 app (for Android phones), or the App Store (for iPhones).

  • 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.

Theatre Royal Windsor’s Health & Safety Consultant has advised that our audience members should avoid wearing face coverings/masks with filters.

Our staff will 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. This could be in the form of an exemption card, badge or even a home-made sign. If you would like to use an exemption card, the theatre will provide you with a badge or lanyard to wear.

Visors – Please Note: As per the definition below, visors are not categorised as a face covering, and therefore, unless exempt, patrons attending wearing a visor would also be required to wear a face covering.

GOV.UK definition: What a face covering is
In the context of the coronavirus (COVID-19) outbreak, a face covering is something which safely covers the nose and mouth. There are many types of face coverings available. Cloth face coverings and disposable face coverings work best if they are made with multiple layers (at least 2) and form a good fit around the nose and mouth. Face coverings should be made of a material that you find comfortable and breathable, such as cotton. Bandanas or religious garments may be used but are likely to be less effective if they do not fit securely around the face.

  • Hand Sanitation and Enhanced 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.

  • Ventilation

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 auditorium to provide a fresh air supply circulating into the auditorium, alongside the air conditioning system in the stalls bar.

  • Box Office and Ticket Collection

If you have chosen to have a Print at Home / E-ticket for your visit, 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 ticketsplease visit the box office counter in the foyer for assistance.

  • Bag Searches and Cloakroom

Bag searches will continue to take place to 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 wear body warn video devices which will only commence recording if so required.

  • Purchasing Food, Drinks and Merchandise

Our bars and theatre shop are open for you to purchase food, drinks, and ice cream to enjoy with the performance. If you have pre-ordered a drink or ice-cream or have a voucher, simply present this to the staff at your nearest bar.

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

Programme vouchers can be redeemed from any of our bars or merchandise points. Please feel free to visit the area that best suits your needs.

  • Toilets

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.

  • 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 to Stage Door
Regrettably, we are unable to allow anyone to wait at our Stage Door to meet with our cast upon their exit. There are no exceptions to this rule. It will not be possible to request selfies or autographs with the cast.