KEEPING YOU SAFE

The government has confirmed that they are moving ahead with lifting the remaining COVID restrictions on 19 July. As a venue that has been hit hard by the lockdowns and ongoing restrictions, we are pleased that things are easing and the country is on a path back to normality.

At Phoenix, the safety and comfort of customers and staff is always our top priority. We want to reassure you that we’ll be taking a careful, gradual approach to increasing capacity in our cinema screens and Café Bar, and we’ll always notify you in good time of any changes we intend to make. We won’t make any changes until the beginning of August at the earliest, and we won’t change the seating arrangements for any event that already has tickets on sale. We’ll also still be encouraging people to wear masks in the venue.

However, from 19 July it will no longer be mandatory for us to collect customers’ details for test and trace purposes. We will therefore remove the need for test and trace sign-in at the greeter point and in the Café Bar from 19 July. The NHS QR code will remain available for customers who wish to use it, but it will not be a requirement.

We’ll keep all of this under regular review, and will update visitor information on our website and in our weekly e-newsletter. And of course we’ll continue to give you the chance to give us feedback via our customer survey.

Thank you.

KEY SAFETY MEASURES THROUGHOUT THE VENUE

We’ve worked hard to ensure that Phoenix is a safe and welcoming place for everyone, and we have put together this guide to help you plan your visit and learn more about the changes we have made. The information is being reviewed and updated regularly, so do remember to check again before your visit just in case anything has changed.

— UPDATED 16.7.21 —

In line with government and cinema industry guidance, we’ve put measures in place across the venue to keep all our visitors and staff safe. Here’s what you can expect:

  • Reduced capacity in our screens to allow social distancing, with staggered screening times and allocated seating
  • Advance bookings and contactless payments encouraged
  • Increased cleaning in all areas
  • Hand-sanitising stations throughout the venue
  • Reduced capacity in our Café Bar, with table service and a simplified menu
  • Perspex screens at Box Office and in the Café Bar
  • Some changes to our opening times
  • Audio Description headsets still available, and sanitised between each use
  • Adjustments to our ventilation system to increase fresh air levels
  • Mask wearing for customers, in accordance with the law
  • Staff fully trained on new health and safety measures
  • Floor markings and signage to help with social distancing
  • Staff on hand to provide guidance and directions, answer questions, and assist with access needs
  • NHS Test & Trace procedures in place for all venue users (does not apply from 19 July)

HERE’S HOW YOU CAN HELP US

Please don’t visit us if you have any Coronavirus symptoms
If you have symptoms, or anyone in your household has had any symptoms in the last 14 days, please don’t come to Phoenix. If you’ve booked tickets in advance and can no longer attend because you’re self-isolating, you’ll be able to get a credit note or a refund – contact Box Office by emailing hello@phoenix.org.uk and we’ll get in touch with you to arrange this.

 

Sign in to our Test & Trace system
We are required by law to request that all Phoenix visitors over the age of 16 sign in using either the NHS Test & Trace app or our own ‘pen and paper’ process. Every time you visit Phoenix you will be asked to sign in on arrival by scanning a QR code with your smartphone. Alternatively, you can complete one of our paper forms. Your details will be kept for 21 days from the date of your visit, and shared with NHS Test & Trace if necessary. Our process complies with data protection regulations. Find out more. Please note, this will no longer be required from 19 July 2021.

 

Arrive no earlier than 15 minutes before your screening, unless you’re visiting our Café Bar first
To maintain social distancing throughout the venue, it’s no longer possible for customers to wait in the foyer before a screening. Screen doors will open 15 minutes before the film. When you arrive for your film, if you already have your ticket confirmation you’ll be guided straight to the screen, or to the Café Bar if you are having drinks or eating with us. If you need to buy a ticket when you arrive, you’ll be directed straight to Box Office.

 

Please sit in your allocated seat
We have reduced the number of seats available in our screens to allow social distancing, and are allocating seats to guarantee that you will be 2 metres away from any other groups. Please stay in your allocated seats – your seat number is printed on your ticket. Do not move seats as this comprises the safety of other customers and you may be asked to leave.

 

Reserve your Café Bar table in advance
We have reduced the number of tables in our Café Bar, and advise you to reserve a table in advance to avoid disappointment if you wish to have drinks or eat with us. Reservations should be made by calling Box Office or via our online booking form.

 

Restrictions on group sizes
In line with current government restrictions on group sizes, we are permitted to take bookings for groups of up to 6 people from any number of households (children of all ages count towards the limit of 6), or groups of any size from up to 2 households (each household can include an existing support bubble, if eligible). From 19 July we are permitted to take bookings for groups over 6 people, however large groups will be split across tables/groups of seats in our screens as we are not amending our seating plans at this stage to maintain distancing within the venue for the time being, for the safety of staff and customers. We will keep this under regular review.

Use the main entrance when you arrive
We ask that all customers use the main entrance to Phoenix. Foyer staff will provide guidance and directions, answer questions, and assist with any access needs. Please do not use the Café Bar doors to come into the building – these are to be used only as an exit for Café Bar customers.

 

Use the hand sanitiser provided
Please sanitise your hands when you arrive and regularly during your visit. Hand sanitising stations are located throughout the venue.

 

Wear a face covering throughout your visit
In accordance with the law, you must wear a face covering when you arrive and throughout your visit to Phoenix unless you have a valid exemption. Please be respectful of others – remember that some people are unable to wear a face covering and the reasons for that may not be apparent to you. Face coverings may be removed when you are eating or drinking in the screens, but must be replaced when you have finished your refreshments. When you are sitting at a table in the Café Bar you do not need to wear a face covering. From 19 July, we will continue to encourage the wearing of face coverings in the venue, for the safety of staff and customers.

 

Maintain social distancing
Please maintain social distancing during your visit, keeping 2 metres away from staff and other customers. To help with this we have installed floor markers and signage across the venue, implemented allocated seating in our screens, and reduced the number of tables in our Café Bar.

 

Book your tickets online in advance
Wherever possible, please book your tickets online, and bring your ticket confirmation with you, either printed out or on your phone. This means you’ll be able to go straight into the screen without going to Box Office. If you would like to book access seating or have any other problems, please email Box Office at hello@phoenix.org.uk.

 

Make contactless payments wherever possible
Contactless payment is available at all pay points in the venue, and you are also able to make card payments at your table in the Café Bar.

 

Take your rubbish with you when you leave the screens
We need to sanitise the cinemas between each screening, and this can take some time. To help us, please take all your rubbish and used glasses to a collection point or bin when you leave the auditorium after your film.

 

Receive our weekly e-newsletter
We won’t be producing our monthly brochure for some time, so to receive details of our film programme, screening times, art events and short courses direct your inbox please subscribe to our weekly e-newsletter. It only takes a moment to do this at phoenix.org.uk/newsletter. Alternatively login to our website and select the option in your communication preferences.

VISITING OUR CAFÉ BAR

  • Reserve your table at Box Office in advance, whether you’d like to have drinks or a meal. With fewer tables available, we cannot guarantee there will be availability for walk-ups.
  • Table reservations can be made by calling Box Office, or via our online form.
  • Please talk to our greeter on arrival to be seated in the Café Bar.
  • Once you are seated, you do not need to wear a face covering.
  • A member of staff will come to your table to take your order once you are seated.
  • We are encouraging contactless payments wherever possible, and you can now make card payments at your table.

For more information and details of food service times, please visit our Café Bar page

OPENING TIMES

We have made some changes to our opening times, including Box Office hours and food service times in our Café Bar.

Phoenix is open 12pm – 10pm from Monday to Friday, and
10am – 10pm at the weekend.

Café Bar opening times
Our Café Bar is open from 12pm, serving hot & cold drinks and a wide range of wines & beers.

Food service times
12pm – 8pm daily

BOX OFFICE

Box Office is open for ticket sales and Café Bar table reservations from 12pm – 8pm (weekdays), and 10am – 8pm (weekends).

There is an email and telephone messaging service when Box Office is not staffed. You can email us on hello@phoenix.org.uk. Our Box Office phone number is 0116 242 2800.

We have had to make a lot of changes to ensure the safety of our customers and staff, so we have introduced a small charge (50p) to help us cover the extra costs of operating Phoenix at this time. Ticket prices themselves are the same for many customers, and in some cases a little lower than before. MyPhoenix Members’ and Friends’ tickets are exempt from this admin charge.

frequently asked questions

If there’s something you’d like to know and it hasn’t already been covered here, try our FAQs section. And if your question still hasn’t been answered email us on hello@phoenix.org.uk and we’ll get back to you as soon as possible.

View frequently asked questions

AND FINALLY...

As you can see we have had to make many changes to ensure the safety of our customers and staff. Please be respectful of others and follow the instructions and advice of our team members, who have all been fully trained and are here to help. If you have any concerns or suggestions about how we can improve please email us at hello@phoenix.org.uk

Thank you.