Keeping You Safe

Keeping You Safe

Welcome back to Storyhouse. We put customer safety at the top of everything we do, however at this time that means a little more than making sure you don’t get struck inadvertently by an actor! It now also means keeping 2 metres apart and wearing a face covering on the move inside the building, or at one of our outdoor events. We will be asking all our customer to both enjoy themselves and to stick to some easy to follow guidelines.

Customer Service
You reach out to us on Twitter, Instagram and Facebook all at @storyhouselive to have your questions answered directly and quickly. We don’t have a staffed customer service phone line at the moment.

In the Building

• Face coverings. Face coverings are required to enter Storyhouse and to move around the building. You don’t need to wear one in the cinema or sitting down, however we do ask you do so when moving around, so please bring something suitable – a scarf or a (colourful!) snood or bandana will be perfect.

From 8 August, please wear a face covering when you visit our cinemas, in line with government guidelines. When seated in the auditorium you will be socially distant from other guests, and you may remove your face covering to enjoy food and drinks.

• Social distancing. 2 metres is possible and expected throughout Storyhouse.

• Track and Trace. We will collect the name and phone number of all customers at the door except those with cinema tickets, whose details we already have. We request the minimum data required, store it securely and will destroy after 21 days. For more information on Data Protection in relation to Covid-19 and contact tracing, please visit the Information Commissioner’s Office:• Enhanced security. Bags limited to one small bag or rucksack please, we may undertake random bag searches to keep our environment safe.

• Limited numbers. Numbers will be limited to make sure that we operate safely, that night result in a queue, apologies if this causes a delay. There will be a separate entrance for ticket holders.

• Take-away service from café counter available for drinks and filled pitta breads.

• Household groups only for cinema and other ticket sales at the moment.

Keeping you Safe

• Cinemas are limited to 25% capacity with plenty of room and no need to cross another customer to go in or out.

• Cinema and theatre seats are cleaned with anti-viral products between shows.

• Cleaning rotas are increased and surfaces wiped regularly.

• Hand sanitisers and cleaning products are available throughout the building for customer use.

• Protective screens are fitted to café and service counters.

• Our staff will wear face coverings wherever you do.


Why are you asking customers to wear face coverings?
We like to be ahead of the curve, but there is one curve we definitely want to be behind. Please bear with us as we go the extra distance.

Will you take cash?
Contactless payments available only for the foreseeable future.

Can I buy food to take into the cinema?
We are encouraging click and collect and will have some of the usual cinema treats shortly on sale with your tickets. Our vending machines and take-away service will also be operating.

How do I find my seat?
Your ticket will be printed with a Door to enter the cinema or movie theatre, please check this and follow the signage to find your door.

Are the toilets open?
Our public toilets are open and we ask customers to observe social distancing.

Is the library open?
The library is back open as usual, with regular opening hours.

Are library groups (such as Rhymetime) back on?
Library groups and sessions are not yet returning.

Can I return and take away books?
Book return crates are available, just drop your books straight in and we’ll take care of the rest. Books can be taken out as usual.

How can I be sure books are safe?
Returned books are quarantined for 72 hours. Hand sanitiser is available for those browsing.

Can I use the PCs and printers in the building?
PCs and printers are available for essential tasks and urgent photocopying and printing. To ensure distancing, there are now fewer PCs available.
At Storyhouse, you do not need to prebook a computer, just come into the building as usual. You will need your library card.

Can I make a reservation?
At the moment, reservations, reference stock, newspapers, interlending, microfilm readers, crafts and family history guidance are not yet available.

What if I have library books but do not want to come in yet?
All book loans have now been extended to September.

Please click here to view our full risk assessment.

We are in a fight for survival. 

Our charity is resilient, but we need your help to come back even stronger. We can only do that with the support of our 1m customers and friends.

There are four ways you can help us, click here to find out more.