Covid Plan B Regulations

Please take a moment to read this important information about entry requirements for The Customs House. As a courtesy to each other and to help us provide a comfortable and enjoyable experience for everyone, we ask that every time you visit our venue:

Wear A Face Covering.

From Friday 10 December 2021, it is a legal requirement for all adults and children aged 11 and over to wear a face mask whilst you are moving around the building (unless you are medically exempt). This can be removed if you are eating or drinking in your seat.

Bring proof of double-vaccination, natural immunity, a recent negative lateral flow test or proof of exemption.

Anyone aged 18 or over must provide proof of one of the above to gain entry to The Customs House. Proof of double vaccination can be shown using the NHS app, letter, or vaccination card.  If choosing to use the NHS app, we would recommend that you download your covid passport before your visit and save this to either your apple wallet, google wallet or take a screenshot so that it can be easily accessible once you arrive at the venue.  All tickets and covid passports will be checked outside of our building so please have everything ready for our team to help speed up the process.If you do not have a smartphone or device and need a letter to confirm your vaccination status, you can request one HERE.

Lateral flow tests should be carried out by anyone who does not have a double vaccination, and within 48 hours of your visit.  You can provide evidence of a negative lateral flow test by registering your result online and presenting the email/text message to our team. For more information on how to report a lateral flow test, please click HERE.

If you have natural immunity because you have tested positive for covid-19 within the last 90 days (but are no longer required to self-isolate), please provide an email/text message confirming your positive result. If you are exempt from vaccination on medical grounds, or because you are participating in a trial please bring a letter with you which confirms this. Please note that failure to provide one of the above when you arrive at our venue, may result in you being refused entry without a refund.

Ensure you arrive in plenty of time to have your documents checked.

Please arrive at least 45 minutes before the show start time (doors open 1 hour before a show) to allow for your documents to be checked.  We will have additional staff available to check documents, however entry will take longer than normal so please allow additional time for this.  Our shows will start on time, if you do not arrive in sufficient time to have your documents checked, our latecomer’s policy will be applied, and you will only be able to enter the theatre at a suitable point within the show.

To ensure speedy and efficient entry into the theatre, we request that all tickets holders have tickets / e-tickets in hand to be checked at the entrance to the event.  We will no longer be operating a list system. Customers yet to collect their tickets can do so up to 3pm on the day of their booking. Please note: To avoid congestion in the foyer, customers will not be able to collect tickets pre-show. For any ticket queries or assistance, please click HERE to email our box office.

More Information

If you need further information about these most recent changes or about covid passports, you can find it HERE. On behalf of all of the staff, we would like to thank you in advance for your understanding and co-operation with these new measures.  By working together, we can ensure that our venue continues to be a safe and happy place for you and your family to continue your Christmas celebrations with us.

Many Thanks And Merry Christmas From All The Team at The Customs House