COVID-19 FAQ's - NOVEMBER 2021
Covid Pass Update - November 2021
To comply with the new Welsh Government legislation which comes into force on 15th November, everyone aged 18 and over, coming to the cinema or to watch a performance at the Torch Theatre will need to show an NHS Covid Pass or proof of a negative Covid test taken in the last 48 hours. You might also need to present photo ID.
Do I need an NHS Covid Pass or a Lateral Flow Test to come to the cinema or theatre?
Yes, from 15th November in line with the updated Welsh Government legislation, we will require either an NHS Covid Pass, or proof of a negative lateral flow test to be shown upon arrival at the auditorium entrance.
How do I get a Covid Pass?
Passes are available to those who have had two doses of a Covid vaccine and shows that you are fully vaccinated.
If you’ve been vaccinated in Wales, then follow this link to generate your pass:
You’ll need to create an NHS account if you haven’t already done so, and then follow the onscreen steps. You’ll be asked to upload some photo ID during the process to prove that it’s you who is applying, so be sure to have this to hand.
After it’s checked your details, a QR will be generated, which you can download to your smartphone to show us when you arrive. Alternatively, you can choose to print your covid pass. A digital NHS COVID pass is only valid for 30 days. You will need to log back in to extend your pass by another 30 days.
I don’t have a smartphone, and can’t use a digital Covid pass, what should I do?
You can request a paper Covid Pass by calling 0300 303 5667 to request a COVID Pass (please only request this if you are unable to use the digital NHS COVID Pass).
As stated on the Welsh Government website the phone service is experiencing high volumes of calls so you may need to wait for your call to be answered.
Please also note that it can take up to 10 working days for a certificate to arrive and no requests can be fast-tracked, and certificates cannot be collected. So, make sure you plan this in advance of your visit to the Torch.
You can call 0300 303 5667 7 days a week between 9am and 5pm.
I haven’t had my vaccinations, can I still come to the Torch?
You’ll need to be able to show us proof of a negative lateral flow test recorded within the last 48 hours.
There is a QR code on the test, so please scan this using your phone, which will generate a text or email which is what you will need to show us. You shouldn’t bring your test stick to the Torch.
Testing kits are free to order online, and normally come in 1-3 days.
I have my card from the vaccine centre, can I bring that?
Sorry, we can only accept the Covid Passes in line with the Welsh Government regulations.
I normally come to a class/workshop at the Torch Theatre, do I need a Covid Pass or Negative Lateral Flow to enter the building?
In line with the Welsh Government legislation, you won’t need a Covid Pass or Negative Lateral Flow test result to attend your regular class here.
We will of course require that you always wear your face mask whilst in our building unless you are exempt.
If you are unwell with any Covid symptoms or have been advised to test or told to isolate, please don’t attend, and we’ll look forward to welcoming you back when you’re better.
I’m under 18 do I need a Covid pass to attend?
At the moment this isn’t applicable to those under 18, however should this change, we will let our visitors know.
I have my Covid Passport, do I still need to wear a Facemask?
Yes, under Welsh Government Law it is compulsory to always wear a Facemask when coming to visit the Torch for those over the age of 18 unless you are exempt. Facemasks may only be removed if you are eating and drinking and must be put back on again once you have finished your refreshments and snacks.
I haven’t had my vaccinations and I can’t get a Covid test. What should I do?
In line with the Welsh Government legislation, we wouldn’t be able to let you in. If this applies, please let us know as soon as is possible before your visit by phoning our Box Office team on 01646 695267.
What are my options if I have already purchased a ticket before the Covid pass was announced?
If you’ve already booked your ticket/s before 15 November 2021 for a theatre event or film screening, you can request a credit on your account, exchange your tickets to another event or receive a refund if you're unable to comply with the Welsh Government legislation.
From 15 November 2021, if you book to come and see a theatre performance or film screening, please make sure you have a COVID Pass before attending otherwise you'll be refused entry and you won't get a refund.
What are your opening hours?
Our Box Office is open from 10am until the start of the last show or film screening of the day. The Box Office will be open Monday to Sunday on show/film screening days.
What is the Torch doing to protect the safety of its customers?
The safety of our patrons, our staff and our volunteers remains the first priority for the theatre. Operational staff members are closely monitoring the latest Government guidance whilst working with our fellow industry peers in providing relevant information about our plans to be a Covid-19 secure venue.
We ask that you continue to social distance where possible and, in line with current legislation, always wear a face mask when returning to us. There are hand sanitising stations throughout the building and as you walk through the doors to the Box Office.
We have a number of safety measures in place in order to ensure that the Torch is Covid-19 safe, and we are of course following, and indeed going above and beyond the latest Welsh Government Performing Arts guidelines.
Additional measures adopted by the Torch include:
Timing your visit – we will be staggering our film and show times to avoid queues. Please arrive 15 minutes before the start time of your event.
We will ask you to sign in, as you arrive, for track and trace purposes, if you have already downloaded the NHS app you can sign in with the QR code on entering the building or providing your details at the Box Office.
Please remember to wear your face mask at all times unless you are exempt (in which case please remember your lanyard with proof of exemption) or unless you are sitting down to eat and drink.
We are encouraging all customers to use e-tickets or print at home tickets ahead of time (this will mean reduced times queuing in our foyer). Please book your tickets online: if you need to book more than four tickets, have any accessibility requirements or general queries, please speak to one of our Box Office team, who will be happy to help you, by calling 01646 695267. The Torch will also be trialling contactless ticket checking to reduce queues and reduce contact.
Please note we have made changes to the access routes in the building and in certain areas we have developed a one-way system to ensure social distancing in the foyers. You may be required to enter and exit through different doors. Our Front of House staff and volunteers will be on hand to direct you the right way.
For the safety of all our patrons, we will be asking everyone to respect social distancing throughout the building during your visit.
To keep you safe we have enhanced our cleaning procedures throughout the building including fogging the auditorium between screenings and shows.
Our staff will be following strict Covid-19 safety measures when at work and will undertake lateral flow tests on a weekly basis in advance of coming into the venue.
What capacity can the Torch operate at currently under Government guidance?
Since 1 October 2021 we have been operating at full seating capacity in both auditoria in line with Welsh Government guidance.
It is acknowledged that disabled people are more vulnerable to coronavirus. What has the Torch done and/or will do to make sure that disabled people like me (including staff, volunteers and customers) have been considered and can feel safe returning to the building?
In addition to those measures mentioned above (which have been designed particularly with the safety of those more vulnerable to Covid-19 in mind), we have allocated seats and wheelchair spaces in both auditoria that are available to book for those with a disability. These seats and wheelchairs spaces must be booked through our Box Office in advance by calling 01646 695267. These seats cannot be purchased online.
We continue to talk to and follow the latest guidance from Disability Welsh Government, Arts Council Wales, Disability Arts Cymru and access support groups including HYNT for further advice on how we can safely welcome disabled and more vulnerable patrons back to the theatre.
For further information, please visit the following websites:
Disability Arts Cymru https://www.disabilityartscymru.co.uk
Arts Wales https://arts.wales
Mind Pembrokeshire https://www.mindpembrokeshire.org.uk
Health in Wales https://www.wales.nhs.uk/
(The Torch Theatre is not responsible for any content on the above websites)
What happens if I have purchased a ticket for an event and cannot attend due to Covid-19?
Please let our Box Office know as soon as you can or up to 6 hours before the show time by calling 01646 695267.
We will be very happy to offer you credit to the value of your tickets or transfer you to another show at a later date. The tickets must be of the same value and any extra differences in value must be paid for. We will be unable to issue refunds for your tickets.
Should the Torch Theatre cancel a show for any reason including Covid-19 related matters, we will issue a refund to ticket holders.
Will Café Torch re-open?
Café Torch will currently remain closed. We are planning a phased re-opening of Café Torch and our bar areas in the new year. We have refurbished the kiosk in the Box Office area, expanding its capacity, and this will be available to purchase alcoholic drinks, hot and cold drinks and a range of snacks and sweets. Please use contactless card payments wherever possible.
What can I do to help?
Please be patient with us and follow our Covid-19 guidelines as best as you can. We want you to feel safe in the building, we also want to make sure our staff, volunteers and the artists are at as little risk as possible, so you can have a brilliant time here when you visit us.
The Torch Theatre is a not-for-profit registered charity, if you can support us, however big or small, please consider making a donation here: https://www.torchtheatre.co.uk/support-the-torch
Please also consider lobbying your local MP by writing to them to tell them how much the Torch Theatre and the arts mean to you, especially in this part of Pembrokeshire.
If you do need to get in contact with us, please email email@example.com