keeping you safe

Your questions answered

Further information on how our centre will be operating at this time

The Government has ordered all non-essential retail to close – why is The Trafford Centre remaining partially open?

The Government has said that essential retail, such as supermarkets and pharmacies, should stay open to provide important services to communities. Food outlets are also permitted to offer a takeaway service. We are therefore keeping our centres partially open to ensure local communities still have access to these services.

Please continue to follow safety measures when visiting the centre: wear a face covering, follow marked routes, keep your hands clean and don’t visit if you’re displaying any coronavirus symptoms.

Those services are inside your centres, though. How will people be able to visit them? Is it safe?

A team will be on hand to make sure the centre remains a clean and safe place to visit.

Please continue to follow safety measures when visiting the centre: wear a face covering, follow marked routes, keep your hands clean, only visit with members of your household/bubble and don’t visit if you’re displaying any coronavirus symptoms.

What will be the overall effect on the business?

Like much of the UK and indeed the international community, we are facing an unprecedented and challenging situation, both as a business and as people.

Our priority is to be able to continue weathering this storm, continuing to keep our centre running and safeguard the employment for the thousands of jobs we support.

Do I need to wear a face mask/face covering?

Yes, you must wear a face covering in the shopping centre. Anyone not wearing one could be refused entry to the centre or asked to leave. Naturally, anyone with a medical condition that prevents them from covering their face will be exempt, as will children under the age of 11. Please help us to keep everyone safe. Please be kind to our teams who are simply doing their jobs by reminding visitors to wear a face covering.

What kind of face covering do I need to wear?

A face covering is something which safely covers the nose and mouth. You can buy reusable or single-use face coverings. You may also use a scarf, bandana, religious garment or hand-made cloth covering but these must securely fit round the side of the face.

Will you allow people to come into the centre if they don’t have a face covering?

No, unfortunately not. We will be following the Government’s guidance and only allowing people to visit the centre if they are wearing a face covering. Our teams will be asking anyone without one to either put one on or leave the centre. Please help us to keep everyone safe.

Can I wear a visor instead of a face covering?

No, visors are not face coverings and serve a very different purpose. You can wear a visor with a face covering, but not as an alternative to face coverings.

I have a health condition/hidden disability- do I need to wear a face mask/face covering?

As per the Government’s guidelines, you do not need to wear a face covering if you have certain health conditions. Please visit our Customer Service Desk to pick up a sunflower lanyard so our staff are aware you are exempt.

Do I need to bring evidence of my health condition if I have a face covering? e.g. letter from doctor

We will not be asking for evidence of your health condition before entering. We do ask however that you just let our friendly staff know that you are exempt on medical grounds, so they do not refuse you access.

Will you supply a face covering for visitors if they need one?

Unfortunately, we will not be supplying face coverings to our visitors.

How will you enforce this?

Anyone not wearing a face covering could be refused entry to the centre or asked to leave. Naturally, anyone with a medical condition that prevents them from covering their face will be exempt, as will children under the age of 11.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate in asking them to leave the centre or call the police if we must.

I work in one of your stores, do I need to wear a face covering?

Yes, everyone who enters and walks around the mall must always wear a face covering, whether that’s for shopping or to get to your place of work.

Can I still order food to takeaway?

Yes, but please check with the individual brands for their opening hours and services.

How is The Trafford Centre keeping the centre safe?

We are doing everything we can to make sure our centre is a safe place to visit and work. We have social distancing measures throughout the centre, including our car parks, entrances, malls, toilets, facilities and services, food courts and back of house areas. Hand sanitiser available throughout our centre and at the entrances, for use as people come inside and through their visit with us. Soap and hot water are also available in our toilet facilities and we ask that people wash their hands regularly.

We are deep cleaning key touchpoints like toilets and door handles more frequently and that will continue for the foreseeable future. We are asking everyone to play their part too and help us defeat the virus by following the instructions provided by our teams and the safety information that is widely available in centres and on our online channels.

Have The Trafford Centre 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.

What steps will The Trafford Centre take if people do not observe social distancing guidelines?

We will be asking everyone who visits our centres to follow official guidelines, the instructions provided by our teams as well as the safety information that will be widely visible and available. Our teams are familiar with the guidance and will be reminding people to keep a safe distance. Anyone refusing to do so will be asked to leave the centre immediately.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate to call the police. At times like these we simply cannot allow the actions of individuals to potentially threaten the safety of everyone else.

What will you do if one of your retailers doesn’t follow social distancing guidelines?

We have been working closely with all our brand customers during the lockdown period to support them with their re-opening plans. However, if there were to be an issue, all our brands have a requirement within their lease to provide legal compliance, so we would insist they follow the guidance or further action would/could be taken against them.



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