Covid-19: Safety measures and latest information

Is the Roundhouse open?

Presently, we are only opening our doors to: Ticket holders for gigs and events. The venue’s doors will open as per the advertised time (found on the event’s Roundhouse website page) with… Read More

Presently, we are only opening our doors to:

Ticket holders for gigs and events. The venue’s doors will open as per the advertised time (found on the event’s Roundhouse website page) with our Box Office being available for up-to 2-hours prior to doors for Main Space events and 1-hour prior for Studio Theatre events.

Emerging Artist Members who have booked to use the Roundhouse Studios. More information here.

Private venue / event hire bookers.

This will all change in September, when we plan to be open regularly for the general public.

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Are you a Covid-safe venue?

The Roundhouse might look and feel a little different to what people are used to but we have done a huge amount of work behind the scenes over the last few months to test and design the best and saf… Read More

The Roundhouse might look and feel a little different to what people are used to but we have done a huge amount of work behind the scenes over the last few months to test and design the best and safest experience for visitors, audiences, artists and staff.

We are adhering to the latest UK-Government guidelines and we’re pleased to be certified as ‘We’re Good To Go’ by the National Tourist Organisations of Great Britain and Northern Ireland.

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How are you making the venue and events Covid-safe?

We have put the following measures in place to help keep venue visitors, audiences, artists and staff safe. Face masks – For those who can wear masks, we encourage them to be worn at all t… Read More

We have put the following measures in place to help keep venue visitors, audiences, artists and staff safe.

Face masks – For those who can wear masks, we encourage them to be worn at all times, especially when moving around the venue or in queues. You can pull down or remove your mask to drink or eat when seated. Wearing a mask is a small action we can all take to keep other people safe in the venue.

Enhanced cleaning – Including a deep clean between each show or event. Throughout shows/events our dedicated cleaning team will focus on high traffic areas such as the toilets and frequently used infrastructure such as door handles and lift buttons.

Ventilation and fresh air – Our building ventilation system is in compliance with Government guidance and recommendations with fresh air being supplied constantly.

Hygiene stations – We have numerous free standing automatic hand sanitising stations throughout the venue and staff and guests will interact through plastic screens in all public facing areas like our Box Office, Cloakroom and Bars.

One-way systems – May be used in places in order to maintain crowds, where these are in use we will have clear signage. Please stick to these routes where you see them in place and follow our staff instructions.

Contactless tickets / Digital ticketing – The Roundhouse is now a digital ticketed venue. This is the only form of ticket type available and reduces contact between people. See DIGITAL TICKETS FAQs here for more information.

NHS Track & Trace – We ask all venue visitors to sign-in on arrival via the NHS Track and Trace app. This app enables us all to track any contact with the virus and adhere to isolation guidance.

Staff training & monitoring – Our staff and volunteers are fully trained on our latest Covid-safety policies and procedures. This includes all staff completing a health questionnaire every time before they come to the venue, with measures in place to flag and deal with illness and/or positive tests.

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How can I help keep myself & others Covid-safe?

We ask all visitors to adhere to and follow the measures we have put in place to help keep everyone as safe as possible – see HOW ARE YOU MAKING THE VENUE & EVENTS COVID-SAFE? You can e… Read More

We ask all visitors to adhere to and follow the measures we have put in place to help keep everyone as safe as possible – see HOW ARE YOU MAKING THE VENUE & EVENTS COVID-SAFE?

You can easily help yourself and others by:

  • Carrying out a lateral flow test prior to visiting the venue and only attending if your test was negative
  • Not attending if you have Covid-19 symptoms or have been contacted and told to isolate by NHS Track & Trace or NHS Contact Tracing
  • On arrival, logging in via the NHS Track & Trace app
  • Wearing a mask unless medically exempt
  • Following signage and staff instructions where you see one-way systems in place
  • Keeping your hands clean; utilising our hygiene stations and hand washing facilities in the toilets
  • Bringing minimal personal belongings to the venue. The cloakroom will not be open, so we cannot care for outerwear or take-in larger items.
  • Alerting a member of staff if you develop symptoms whilst at the venue while maintaining social distancing and wearing your mask
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I'm vulnerable, what is your advice for me attending an event?

We understand that some people might feel more nervous than others when returning to venues to attend shows/events, particularly if you’re disabled or clinically extremely vulnerable. We want to r… Read More

We understand that some people might feel more nervous than others when returning to venues to attend shows/events, particularly if you’re disabled or clinically extremely vulnerable. We want to reassure you that we’re continuing with a number of measures to keep visitors, audiences, artists and staff safe and you can see the measures we have in place here. If you have concerns or would like to ask the team specific questions about your visit then please email access@roundhouse.org.uk

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Are you implementing the government's proposals for 'Vaccination Passports'...

…for large scale, indoor events from the end of Sep 2021? At the moment it is too early to speculate what the proposed rules will mean for Roundhouse gigs and events. Please bear with us unt… Read More

…for large scale, indoor events from the end of Sep 2021?

At the moment it is too early to speculate what the proposed rules will mean for Roundhouse gigs and events. Please bear with us until we’ve received the latest guidance from the government and we will update affected ticket holders directly on our plans.

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Do I have to download the NHS Track & Trace app

…to gain access to the Roundhouse? We ask all venue visitors to sign-in on arrival via the NHS Track & Trace app. But it is not mandatory and failure to do so or lack of access to the ap… Read More

…to gain access to the Roundhouse?

We ask all venue visitors to sign-in on arrival via the NHS Track & Trace app. But it is not mandatory and failure to do so or lack of access to the app and/or a smartphone will not prohibit your accessing the building and your event.

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Do I have to wear a face mask?

We encourage venue visitors to wear face masks, unless medically exempt, whenever they can, especially when moving around the venue or in queues. You can pull down or remove your mask to drink or ea… Read More

We encourage venue visitors to wear face masks, unless medically exempt, whenever they can, especially when moving around the venue or in queues. You can pull down or remove your mask to drink or eat when seated. Wearing a mask is a small action we can all take to keep other people safe in the venue.

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Will my event be at full capacity?

Our events in July and August 2021 are seated and running at reduced capacities, but they are not all fully socially-distanced in set up. For The Last Word Festival, the set ups are as so: Mai… Read More

Our events in July and August 2021 are seated and running at reduced capacities, but they are not all fully socially-distanced in set up.

For The Last Word Festival, the set ups are as so:

Main Space, Level 1 – configured seating with 1-metre+ social distancing, not sold to full capacity

Main Space, Level 2 – seated not socially distanced, selling to full capacity in this area only

Studio Theatre – unreserved seating, not sold to full capacity

Presently, events from September 2021 will be at full capacity with relevant safety measures as per the latest UK-Government guidelines.

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Are the bars open?

We will be offering a bar and drinks service to all ticket holders. Provision differs depending on which space your event is hosted / area where you are sitting. For yours and our staff’s pr… Read More

We will be offering a bar and drinks service to all ticket holders. Provision differs depending on which space your event is hosted / area where you are sitting.

For yours and our staff’s protection, our bar staff will be wearing masks and serving from behind protective screens.

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My gig has been postponed, what is the new date?

If your gig has been postponed, please check the show webpage for the updated date. If you’ve had email comms from us, or the webpage says the show has been postponed but there is no new date … Read More

If your gig has been postponed, please check the show webpage for the updated date. If you’ve had email comms from us, or the webpage says the show has been postponed but there is no new date yet, please bear with us. We are working with the promoter or agent to try and secure a new date and will update ticket buyers and the webpage as soon as we have more information.

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Are my tickets still valid for the new date?

Yes, your tickets will automatically be moved over to the new date, there isn’t anything you need to do. Read More

Yes, your tickets will automatically be moved over to the new date, there isn’t anything you need to do.

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I can't make the new date, how do I get a refund?

Refunds are subject to the discretion of individual promoters but if you have a question about your booking with us then please get in touch. Read More

Refunds are subject to the discretion of individual promoters but if you have a question about your booking with us then please get in touch.

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How long will it take to process my refund?

Our ticketing team is currently experiencing a very high volume of customer queries and is busy moving and refunding lots of tickets. We are working as quickly as possible but refunds can take up to… Read More

Our ticketing team is currently experiencing a very high volume of customer queries and is busy moving and refunding lots of tickets. We are working as quickly as possible but refunds can take up to 6-8 weeks to process.

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I asked for a refund but my card has expired, what do I do?

If you’ve asked for a refund but your card has expired we will be in touch with you when we process your refund to confirm some details. If you have closed your account then please get in touc… Read More

If you’ve asked for a refund but your card has expired we will be in touch with you when we process your refund to confirm some details. If you have closed your account then please get in touch with us. Please do not share any sensitive information (such as bank details) when getting in touch.

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I asked for a refund but haven't yet received it.

Before getting in touch with us, please ensure 6-8 weeks has passed – rest assured we are getting through these as quickly as possible. Please also ensure that you have checked the correct ban… Read More

Before getting in touch with us, please ensure 6-8 weeks has passed – rest assured we are getting through these as quickly as possible. Please also ensure that you have checked the correct bank account – we will refund the money via your original payment method.

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