COVID-19 Safety Information

COVID-19 Safety Information

We are so excited to welcome you back to Saffron Hall. Our events will function differently from normal, so we have put together these FAQs to answer your questions about the new set-up and help make you aware of the safety measures which will be in place during your visit.

Please note – all information is correct at time of publishing. We are acting in accordance with government guidelines, which are subject to change – please check this page before your visit. As far as possible, we will flag any recent changes to our safety measures in emails to ticket holders in advance of each event.

COVID-19 Safety Information

Keeping our audiences, artists and staff safe is our priority and we are therefore taking the following measures:

What you can do:

We kindly encourage you to please:

  • Wear a face covering
  • Respect others’ space
  • Contact us if showing COVID-19 symptoms – you will not lose your ticket money
  • Pre order your refreshments before you arrive at the Hall
  • Check in using the NHS COVID-19 app

What we’re doing: 

  • Our team will continue to wear face coverings
  • Regular and enhanced cleaning
  • Contactless ticketing
  • Contactless payment options
  • Hand sanitiser available throughout the building
  • Drinks allowed in the Hall (for most concerts, please check the pre-show email)

If you or any of your household or bubble are showing symptoms of COVID-19 in the run up to an event, we ask that you DO NOT visit Saffron Hall. Please instead contact us by emailing or ringing 01799 588545 and we will arrange a refund for the cost of your tickets.

Booking with confidence

We will continue to offer all bookers the opportunity to request a full refund if the concert is substantially changed, postponed or cancelled, or if you are no longer able to attend i.e. you or someone in your household has COVID-19 symptoms.


Do I have to book in advance?
We are not able to offer a physical box office service at the moment so tickets must be booked in advance. You can book online or ring our box office on 0845 548 7650 (Monday-Friday 10am-5pm, calls cost 7p per minute + access charge).

Can I pick my tickets up at Saffron Hall?
We are not able to offer a ticket collection service at the moment. Instead, we will send your tickets to you as a PDF attached to an email. If we have your mobile number, we will also send you a pre-show text message with a link to your digital tickets on the day of the performance.

I have only been sent one ticket but there are two or more people in my party?
For table seating, there is one ticket per table regardless of how many people are in your party.

Will I get a refund if I am not able to attend the performance?
Yes, we will continue to offer all bookers the opportunity to request a full refund if the concert is substantially changed, postponed or cancelled, or if you are no longer able to attend i.e. you or someone in your household has COVID-19 symptoms.

I already have tickets for an event at Saffron Hall which was postponed. Will it still be going ahead?
You can find out more information about all our events on our Check the Status of Your Event webpage.

Before you arrive

What should I bring with me?

Please bring either a printed or digital copy of your tickets which we will have emailed you or sent you by text. Please try to have these tickets to hand when you arrive. We encourage you to bring a face covering to wear inside the building unless you are eating or drinking in your seat in the auditorium. Children under 11 are not required to wear a face mask inside Saffron Hall.

At Saffron Hall

Do I have to wear a mask?
We kindly encourage you to wear a face covering inside Saffron Hall unless you are eating or drinking in in your seat in the auditorium. Children under 11 are not required to wear a face mask inside Saffron Hall.

Where should I park and what door should I use?
When you arrive you can park as normal. Please use the main entrance to enter the building. If you are sat at a table or in the stalls, please enter the auditorium through the double doors in the main foyer next to the box office. If you are seated in the balcony, please enter using the stairs by the bar.

Will toilet facilities be available?
Yes, toilets will be available for use before and after the performance.

Will there be food and drink available?
Refreshments will be available to pre-order online via a link we will send to ticket-bookers in our pre-show text message. The pre-order deadline for most events is 10mins before the start time of the performance, however for selected events we will be offering instant online mobile orders during the performance as well. You can find the order deadline for your event in your pre-show text message and courtesy email.

If you are not sure whether we have an updated mobile number for you, you can check by logging in to your Saffron Hall account on our website or by getting in touch with us directly.

Can I still order drinks if I don’t have smartphone?
Yes! If you have a mobile phone which can receive texts you can type the website address we send you by text into a computer and pre-order your drinks online that way. Alternatively, if you don’t have a mobile phone you can ring us on 01799 588545 in the week before your event and we can book some drinks in for you over the phone. You can also come to the bar on the night and purchase refreshments.

Will I need to check in using the NHS Test and Trace App?
Upon arrival, you will have the opportunity to ‘check in’ using the NHS COVID-19 App. For more details about the NHS COVID-19 App click here.

Please note that by booking for an event, you agree that your contact details may be shared with NHS Test and Trace if requested by NHS England. If you are not happy for us to share your contact details with NHS Test and Trace, please let us know directly.


Our accessible seating and access discounts will function differently for events with table seating due to the different configuration of the hall.

  • All tables on the ground floor of the auditorium have step-free access.
  • Some tables may be tall tables with bar stools, which are not suitable for wheelchair users and may not be suitable for those with other physical access needs. To find out what kind of table you are booking for, just hover your mouse over the table in the seating plan when you book online or ask a member of our box office over the phone.
  • Our ‘essential companion’ discount will apply as normal to balcony seats – if more than one balcony ticket is being purchased, one ticket will automatically be discounted to £0. For tables, the price of the table will be discounted by a percentage which equates to ‘one person’ i.e. a 2 person table will have a 50% discount and a 4 person table will have a 25% discount. This should apply automatically during online bookings for eligible customers, but if you encounter any problems with this please contact us and we will apply the discount manually for you.

Please note that the set-up and layout of our events is likely to change on an event-by-event basis, so if you have any questions about specific events, or access in general, please give Emma a ring on 01799 588545 or send her an email at


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