COVID-19 FAQ's - SEPTEMBER 2021

When will the Torch re-open to the public?

 

We will be re-opening our doors to the public on 1 September 2021 with a limited cinema and live broadcast offering. Social distanced seating will remain in place throughout September.

 

When will live theatre return?

 

We are planning a return to full capacities from October 2021, should this remain in line with the latest Government advice at that time. This will be at full capacity in both the Main House and Studio Spaces.

 

For further information on Covid-19 visit the Welsh Government website here

 

What are your opening hours?

 

From Friday 20 August, our Box Office will be open from 10am – 4pm, Monday to Saturday. Where possible, please do call and speak to one of our team members instead of coming into the building.

 

From Wednesday 1 September, our Box Office will be 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 when open?

 

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.

 

When we re-open and for the month of September, the auditorium seating will be socially distanced to ensure all our customers feel safe, this will be subject to change in line with Welsh Government Guidelines.

 

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?

 

Under the current guidance, we can operate at a full capacity. However, we want everyone who visits the Torch to be safe and feel comfortable in the venue. We have not opened our doors since March 2020, a lot has changed since then. We need a bit of time to adapt and learn our best way forward in making sure the risks around Covid-19 are as low as possible. Following the removal of the 2-metre distancing rules, we will be choosing to operate a 1 metre+ socially distanced rule throughout September and will otherwise maintain or exceed the latest Welsh Government guidance. We aim to be at full seating capacity in both auditoria from 1 October 2021.

 

 

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:

 

HYNT https://www.hynt.co.uk/en/

 

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 remain closed in September. We are planning a phased re-opening of Café Torch and our bar areas over the Autumn as the venue returns to full capacity. 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 considering lobbying your local MP by writing to them to tell them how much the Torch Theatre and the arts means to you, especially in this part of Pembrokeshire.

 

If you do need to get in contact with us, please email boxoffice@torchtheatre.co.uk