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Coronavirus Update

All non-essential retail outlets in the Castle Quay Shopping Centre are closed due to the national lockdown. Essential retailers remain open, along with selected retailers operating a click-and-collect service, and food and drink outlets offering takeaway or delivery. We will continue to update this page with the latest information from retailers.

Please follow our social media channels (Facebook, Twitter and Instagram) and subscribe to our mailing list to be kept up-to-date with all the latest news and information.

We understand that this is a difficult time, and want to reassure you that the wellbeing of our customers, retailers and teams, remains our top priority. We are working hard to help our local community and support our retailers, and would like to thank you all for your support and understanding during this challenging period.

Our site teams are available to help visitors with any questions.

Thank you, Castle Quay

Stores open for essential goods and services:

Boots Eurochange
Grape Tree Post Office & WHSmith
Superdrug Vision Express

 

Food and beverage outlets offering take away service only:

Costa Coffee Greggs
Mr Souvlaki (Lock29) – Take away & delivery

FAQS

  1. What are the Centre’s current opening hours?

The shopping centre will be open from 8:30am – 6pm Monday to Saturday and 10:30am – 4:30pm on a Sunday. We would advise customers to check the websites of individual retailers for opening times before visiting the centre, as these may vary.

 

  1. Are cafés and restaurants open?

Some of our cafés and restaurants will be open offering take away service only, in line with Government guidelines, however this will be at the discretion of the individual cafés & restaurants.

 

  1. Will you provide clear guidance on social distancing and hygiene to people on arrival?

Yes. The Centre Team have implemented a wide range of measures to protect those visiting the centre. These include:

  • Information boards to explain social distancing rules throughout the centre
  • A one-way flow of arrows placed throughout the centre to direct people in and out of the centre
  • Signage on the floor to denote 2m apart
  • An increased number of hand sanitising stations, including next to touch points such as pay points for the car parks
  • External queue management and crowd management protocols
  • Retraining of staff to support new hygiene and safety and security procedures

 

  1. Have you got extra cleaning practices in place?

Yes, we have increased our cleaning across the centre throughout the day in line with guidance. All lift contact points will be cleaned every 30 minutes, toilets will be cleaned more often and our Amazon Click and Collect lockers will additionally undergo regular cleaning. All staff working in the centre have been issued with gloves and masks and hand sanitising stations are available for all to use.

 

  1. Will people have to use different entrance and exiting doors?

Designated entrances and exits will be clearly signposted to ensure a one-way flow of traffic.

 

  1. Will you have a one-way flow of traffic through the centre?

Arrows have been placed on the floor throughout the centre to aid people. These clearly denote which way people should be walking, and are interspersed with signs reminding people to keep 2m apart from each other.

 

  1. How are you regulating the number of customers in the centre and queuing in communal areas on behalf of stores?

Whilst it is the responsibility of individual retailers to manage customers within their stores, the Centre Management team has been working with retailers as to how queuing outside the store will be managed. There are clear markers in high footfall areas as to where customers should queue, signs to denote 2m apart, and increased security personnel will be managing the flow of people.

In areas where there is a limited amount of space, there will be security stationed on a permanent basis to manage the number of people.

Staff working in the centre have undertaken additional training to help them manage a large number of individuals in high footfall areas.

 

  1. Will you provide floor markings and signage to remind customers to follow social distancing wherever possible?

These are displayed throughout the centre, along with posters and banners to remind individuals of the procedures when visiting the shopping centres.

 

  1. Do I have to wear face coverings / gloves when visiting?

Yes, it is mandatory to wear a face covering when inside Castle Quay Shopping Centre. We encourage all who visit the Centre to wear face coverings for the wellbeing and safety of all our customers and staff.

There are a select few who are exempt from wearing face coverings in indoor public spaces such as:

  • Children under 11 years old
  • Those with disabilities, medical conditions or impairment
  • Those assisting someone who relies on lip reading to communicate
  • A full list of the Government exemptions for face coverings can be found here

If you are exempt from wearing a face covering, please do not be alarmed if a member of our centre team ask you for your reasoning, we are just doing our part by asking visitors to follow the Government Guidance for the benefit of all.

Please be aware that stores can refuse entry to those who choose not to wear a face covering without a legitimate reason, when visiting Castle Quay Shopping Centre.

For more information on face coverings click here.

The latest Government Guidance for staying safe outside your home can be found here.

 

  1. Do you have hand sanitiser onsite visitors can use?

We have increased the number of hand sanitising stations throughout the centre, including at key touch points such as parking points and next to the lifts. These are available for everyone to use.

 

  1. Will the toilets be open, and will queuing be controlled?

The main toilets will remain open with social distancing measures in place and number of people utilising them will be monitored.

The toilets will be cleaned regularly with clear signage in place when this is happening.

 

  1. Will you be encouraging the use of stairs wherever possible – making sure that people with disabilities are able to access lifts?

We encourage the public to use the stairs where possible, but appreciate that some people will need to use the lifts within the centre. Where the lifts are being used, we would advise that only members of the same household use the lifts at any one time.

 

  1. Do you have a vulnerable hour each day in place?

This is at the discretion of individual retailers, so we would advise customers to check individual store websites.

 

  1. Will changing facilities still be available in individual stores?

This is at the discretion of individual retailers, so we would advise customers to check individual store websites.

 

  1. Will cash payments still be made in stores?

This is at the discretion of individual retailers. All car parking stations offer contactless payment, should members of the public wish to use this.

 

  1. Is the car park still operating?

The car parks are operating as usual.