Covid-19 Information

Following the government announcement that Plan B Covid-19 measures will be lifted from 27th January, it is no longer mandatory to wear a face covering within the shopping centre.

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The centre remains open as normal and there are no additional restrictions at this time, but we’d like to remind visitors to keep in mind the principles of ‘Hands, Face, Space’ and not to come into the centre if you have any Covid-19 symptoms.

We will keep certain measures in place to do our part to help control the spread of the virus for the foreseeable future, including enhanced cleaning regimes for all areas and hand sanitising points at all entrances.

We are mindful that everyone will be moving at different paces and will appreciate if everybody shows consideration towards other guests and centre staff over the coming months.

Thank you for your understanding and cooperation.

Here, you'll find everything you need to know to shop safely with us from 27th January 2022:


Safe Shopping

We continue to place the utmost importance on the health and safety of our guests, customers and employees, following government advice to provide a safe environment. We want everyone in our centres to feel as safe as possible so please adhere to the government guidance to help prevent the transmission of Coronavirus (COVID-19). Remember: Hands, Face, Space.

  • Do not enter the centre if you are experiencing any of the COVID-19 symptoms
  • Please consider wearing a face covering in crowded places if you are able to
  • Maintain a respectful distance from other members of the public
  • Respect and follow the instructions outlined by our retail stores and centre security team

If you haven’t already, please download the NHS Covid-19 app. It's the fastest way of knowing when you're at risk from coronavirus (COVID-19).   


When to Shop

We advise visiting at quieter hours in the morning (9am-11am) and evening (5pm-7pm) to avoid queues.

What’s Open

All our stores and leisure facilities are open – see our full list of stores here.

Frequently Asked Questions

  1. What are the opening hours?

Opening hours are 9am-7pm Monday to Saturday and 11am-5pm on Sunday. Some stores are offering extended opening hours including Primark, TK Maxx and Wilko, please check directly with the store you are visiting for more details before you travel.

  1. Do you have provisions in place for vulnerable people?

If you are in a vulnerable/at risk group we encourage you to check how busy the centre is ahead of your visit. For this information, please contact us on 02088886667. If a queuing system is in operation, please make yourself known to the member of staff at the door and they will happily assist you.  If you are visiting a specific store, please contact them directly to check their policy.

  1. Do I have to wear a mask or face covering to visit your centre?

No, current government guidance means you do not need to wear a face covering, however we would ask guests to consider wearing one in crowded or busy areas, unless medically exempt. 

  1. How will you manage social distancing?

While social distancing is no longer a legal requirement, we ask our guests to be mindful of each others' personal space and understand that other shoppers may prefer to keep a safe distance.

  1. What precautionary measures have you taken to ensure the centre is safe and clean?

We are doing everything we can to make sure our centre is a safe place to visit and work including:

  • Enhanced deep cleaning and sanitising stations at key locations
  • All our occupiers are expected to comply with government guidance and to have policies in place for staff as well as adequate and clear instructions for shoppers. Our general managers will be on hand to help and advise.
  1. How are you keeping the public updated on any changes to how they use your centre?

Our latest measures, as well as information on accessibility and advice on visiting during non-peak times, will be available on centre website and via social media channels.

  1. Have Capital & Regional staff been specially trained to manage this new way of shopping?

Yes, all staff have been through specific guidance/training to carry out their duties in the new way of working.

  1. What additional measures have you taken to make sure it is safe to shop in the centre?

During this difficult time, we are placing the utmost importance on the health and safety of our guests, customers, and employees and have implemented a number of preventative measures throughout the centre since the outbreak of COVID-19. These include escalating the intensity and frequency of our cleaning procedures, providing instructional signage, deploying additional hand sanitisers and encouraging all our visitors and staff to practice good hygiene with regular hand washing.  We remain diligent in our approach to the virus and are maintaining an ongoing dialogue with the local health authority as the situation evolves, while adhering to the latest official advice being provided.

  1. Will you be temperature checking guests and staff?

Checking the temperature of guests and staff is not part of the government guidelines which means we won’t be carrying out temperature checks on entry.

  1. Will there be a limit to how long I can spend in the centre?

No limits will be applied to the amount of time you are able to spend in the centre.

  1. Will there be any changes to the lifts?

Lifts are in operation but we encourage single occupancy or household occupancy per lift.  When you are considering using the lift, please prioritise space for pushchairs and disabled access.

  1. Will the toilets and baby change and feeding facilities be open?

All toilet facilities are open.

  1. Will there be seating in The Mall? I can't stand for long periods, what support is available to me in the centre and in the queue?

We have seating available throughout the centre, outside the toilets and in the Guest Lounge.

  1. Is the Guest Lounge open?

Yes, our Guest Lounge is open, and we are happy to help with any questions you might have.

  1. How do I know if every store is safe to visit?

The Mall Management team are working closely with all stores to ensure they are Covid Secure.

  1. Is cash being accepted at stores or will it be card payment only?

Please check with our individual retailers, however we expect many shops to accept card payment only and you should be prepared to pay by card.

  1. Do I have to queue for each store?

Due to restrictions in capacity within some stores, queuing at busy times is a possibility. Please be patient while the staff serve customers to the best of their ability.

  1. How can I pay for parking?

There are three options: