Health & Safety
What additional health and safety measures have been implemented?
In planning this series, we have made the safety of our audiences, artists and staff our top priority. Our decision to go ahead with live performance was made after careful, detailed planning to ensure we can operate in a COVID-secure way. We have reduced the capacity and implemented socially-distanced seating, we have clear signage and our friendly team on hand to help during your visit, we have introduced table service on our Concourse, additional cleaning will be carried out, we have added hand sanitiser stations throughout the venue and all our staff will wear PPE. You can read more about this in on the Your Visit section of the website.
Do I have to wear a mask?
In line with current government guidelines, face coverings are required everywhere inside the building, including in our hall and during the performance, unless you’re seated with beverages on our Concourse or are exempt.
Will the staff be wearing masks?
We have completed thorough risk assessments for all of our employee roles and PPE will be worn accordingly. This will include face coverings for all of our customer facing employees, some of which will have a clear window to allow for lip reading if required.
How is social distancing maintained in the venue?
We have reduced the capacity in Sage One so that our audience can stay socially distanced. You will be seated in the hall by a member of our team. You’ll be asked to sit within your booking party of up to six people, leaving two seats between you and the next party. Every other row of seats will be reserved to help keep you safe. We ask that you book for a maximum of six people. There will be staggered arrival and exit times to keep people safe.
If you are bringing children to one of the performances, you will be responsible for ensuring that they follow social distancing rules at all times.
Will there be hand sanitiser stations?
We have installed hand sanitiser stations around the building, and ask that you use them as well as washing your hands regularly with soap and water for at least 20 seconds.
What cleaning measures are in place?
Our halls and Concourse areas will receive additional cleaning using Zoono state of the art anti-viral cleaning solutions and, where there is more than one performance, they will also be cleaned between performances. All of our staff will wear appropriate protective equipment in line with government guidelines.
Will you take my temperature on arrival?
No, if you, or anyone in your booking party, are displaying any symptoms of coronavirus or have been in contact in the past 10 days with someone who has coronavirus, please don’t attend the concert. Please let us know if you cannot attend no later than 24 hours prior to the concert.
You can find more information about the symptoms of coronavirus on the NHS website.
Will you require me to take a COVID-19 test (PCR or Lateral Flow) or show proof of vaccination before entry?
We are awaiting government guidelines to be released, once this has been confirmed we will update our online information.
What if I am concerned about another visitor’s behaviour?
Please speak to a member of our team if you have any concerns during your visit. Please be aware that some people are exempt from wearing a face covering. We ask that our audience treat each other with kindness.
Are you using a Test and Trace system?
Yes. In-line with government guidelines on arrival you and every member of your party will need to either check into the venue using a smart phone and the NHS Covid-19 app or provide your name and contact telephone number. We will not be able to allow anyone into the Sage Gateshead building without this information.
We are also running an additional layer of test and trace protection for our audience members, this will let us know where you were sitting. Once you take your seat in the hall please can every member of the party scan the QR code on the seat in front and complete the brief form including contact details. For anyone who doesn’t have a smart phone, please let our team know and they can give you a paper slip to complete.
Does Sage Gateshead’s air conditioning use recirculated air?
Our system is regularly checked in-line with a thorough maintenance schedule and we can confirm that our filtration levels are within current Covid guidance level.
Do you have a risk assessment?
Yes, a comprehensive and thorough risk assessment has been created and implemented across all public and back of house areas of Sage Gateshead to ensure the safety of our audiences and employees.
What should I do if I show symptoms or test positive for COVID-19 after I visit Sage Gateshead?
If you, or anyone in your booking party, are displaying any symptoms of coronavirus or have been in contact in the past 10 days with someone who has coronavirus, please don’t attend the concert. Please let us know if you cannot attend no later than 24 hours prior to the concert. If you show symptoms after your visit please contact NHS direct on 111 or NHS Test and Trace on 119 and follow Government guidelines.
What happens if I cannot attend because government guidance changes?
Our usual Terms and Conditions apply. If a performance is cancelled, you will receive a refund or, if it’s possible within government guidelines, we will live stream the performance and you will be given the opportunity to transfer to a live stream ticket and will be refunded the difference in ticket price.
What does ‘See it Safely’ mean?
We have been working with our colleagues across the industry to develop our measures. When you see the See it Safely mark, you can feel confident that performance venues are complying with the latest Government safety recommendations and guidelines.
What if I have access needs?
We remain fully accessible – you can find all our access information online here.
How far in advance of my concert should I arrive?
You will be sent pre-show information, including your specified arrival time, in advance of the concert via email. In order to ensure that everyone has a smooth entry to the building it is essential that everyone arrives on time and with all members of their party. As we will be running a guest list system, we will not be able to admit party members at different times.
Can I take a drink into the hall?
Only bottled water is allowed in the halls. Please note our bars will not be open other than for table service for pre-bookable Concourse tables.
Can I book a single ticket?
Yes. There will be two seats left between each party in the hall.
Can you purchase merchandise?
There won’t be a merchandise table for these performances.
Can I sit with my friend?
Yes, in line with current government guidance, we ask that you book for a maximum of six people.
Can I leave the hall at any time?
We ask that, once in the hall, you remain in your seat, unless absolutely necessary, until the end of the performance to ensure social distancing is maintained. We hope our audiences will understand that this an essential safety point and we are seeking your co-operation and support for the safety of all.
What if I’m late?
We will endeavour to sit you in the hall, however we cannot guarantee that you’ll be seated in the section you originally booked due to social distancing guidelines, and parties may be separated.
What should I do if I feel unwell whilst at Sage Gateshead?
Please let a member of our team know, they will be able to assist.
Will you have a security check upon arrival?
No, we ask that personal belongings are kept to a minimum. There will be no coats desk facility and no large bags will be allowed in the hall.
Is it possible to buy a ticket on the night?
No. Please book your tickets in advance via our website or our Box Office telephone number. Our Box Office is not currently available for payment in-person and we are unable to accommodate ticket purchases on the night of the concert. Tickets will be sold until 3pm on the Thursday prior to Friday and Saturday night concerts.
Can I get a refund on my ticket if I don’t attend?
If you, or anyone in your booking party, are displaying symptoms of coronavirus, or have been in contact in the past 10 days with someone who has coronavirus, please don’t attend the concert.
Our usual Terms and Conditions apply, however, we want to offer ultimate flexibility during these uncertain times and if anyone is feeling unwell, or has concerns about attending, we can offer you a live stream ticket and refund the difference in ticket price, or add the credit to your account.
Please let us know if you cannot attend no later than 24 hours prior to the concert.
When will I receive my ticket?
There will be no physical or e-tickets for these concerts. You will be sent a confirmation email and, on arrival at the venue, you’ll be greeted and checked off our guest list by our Customer Experience team.
What time do the doors open?
You will be sent pre-show information, including your specified arrival time, in advance of the concert via email.
Is the shop open?
No, our shop won’t be open for these concerts.
Are your toilets open?
Yes, our toilets will be open during your visit, and will operate a one-way system for your safety, please keep an eye out for the signs to show you the way.
Will the bars/cafe/restaurant be open?
We will be running table service to order your drinks via a QR code system for customers who have pre-booked a Concourse table. The bars, café and restaurant will be closed for these concerts.
Do you accept cash at the bars?
We prefer for all payments to be made by card, ideally contactless, however cash payments will be accepted.
Will the lifts in the building and the car park be operating?
Yes, although due to social distancing the capacity will be greatly reduced. Access to the lifts is reserved for people with access needs and their carers or households. Please only use a lift if you need to.
Is the cloakroom open?
No, as part of our infection control measures we ask that personal belongings are kept to a minimum and remain with the individual. There will be no coats desk facility and no large bags will be allowed in the hall.