With the new government guidelines introduced on 30th November 2021, the health and wellbeing of everyone that visits W12 remains our highest priority.
Below is some information you may find useful when visiting us…
From 30th November 2021, anyone visiting W12 must wear a face covering, unless they are exempt. Our teams will also continue to wear face coverings, unless exempt, to protect those around them.
In this time of change, we ask that everyone visiting W12 treats fellow guests and staff with respect and gives each other a little bit of extra space.
The pandemic has been an incredibly difficult time for many people and our outlook is one of positivity and excitement as we welcome guests into a safe, fully reopened W12!
Our teams are on hand to keep everyone safe – please treat them with respect. We will not hesitate in asking people to leave the centre if they are abusive towards our staff.
Good hand hygiene
While visiting W12, we would appreciate it if you could regularly sanitise or wash your hands to keep yourself and others safe.
You will find hand sanitiser at regular points around the centre and hand washing facilities are available in the centre toilets.
Our teams continue to work hard to ensure all our guests feel safe when they visit W12. That means we’ll continue to maintain the cleaning regimes we’ve had in place throughout the pandemic.
FREQUENTLY ASKED QUESTIONS
Will centre staff be wearing face covering?
The safety of everyone who comes into the centre is our number one priority and we have provided our teams with face coverings. They will continue to wear them indoors to keep those around them safe.
Do all visitors have to wear a face covering, even in open outdoor spaces?
From 30th November 2021, anyone visiting W12 must wear a face covering indoors (unless they are exempt) and our teams will also continue to wear face coverings to protect those around them. We ask that anyone visiting W12 treats fellow guests and staff with respect and gives each other a little bit of extra space.
Will you still be making hand sanitiser freely available for the public?
Hand sanitiser is available here.
How will you stop an outbreak of Covid?
Our teams continue to work hard to ensure all our guests feel safe when they visit. That means we’ll continue to maintain the cleaning regimes we’ve had in place throughout the pandemic, and we’ll continue to make hand sanitisers available to all our guests. It’s important to note, that our covid risk assessment remains in place, and we will continue to follow all the necessary guidance.
Do you have any plans to change opening hours to prevent overcrowding?
No, however we encourage all guests to visit our website and check with individual stores before setting off, as times may vary. We would also suggest that people visit during quieter periods.
Will staff be tested before being allowed to work with the public?
No, as this is not a Government requirement. However our teams are incredibly experienced in keeping our centre safe and clean and are well versed in managing the re-opening of non-essential retail. Should any of our staff show Covid-19 symptoms, then we will be asking them to self-isolate and follow Government guidelines.
Why are certain brands shut? Have they had a case?
This is a question for the brand – we’re not able to answer on their behalf.
I forgot my mask. What now?
We have a very limited number of masks that we can supply to guests in an urgent situation. We strongly advise guests to ensure they have their mask with them before they travel to W12.
What hygiene measures have been put in place?
Our Centre Housekeeping teams will be carrying out extensive scheduled cleaning of W12 with a greater focus on key touch points to ensure the safety of our guests. We have also introduced hand sanitising stations at various locations.
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.
Will guide/hearing dogs still be welcome?
Assistance dogs are of course welcome as normal. No other dogs are permitted onsite.
Have you amended your parking charges? And how do we pay?
Our car parking will be as normal. To minimise the use of cash we would recommend that you pay by card.
Are all the toilets open?
Are all the disabled toilets open?
Disabled toilet will all be open as normal – a member of staff can assist with key access.
Will all the baby changing facilities be open?
What hours will the centre be open?
Our core opening hours and special seasonal hours can be found on our opening hours page here.