City Varieties Music Hall is open. For COVID-secure measures and what to expect from your visit go to our  Welcome back page

Group of school children in foyer of Leeds Grand Theatre, smiling some with arms in the air

Frequently Asked Questions

Can’t find what you’re looking for? Check out some of our most frequently asked questions.

Reopening information

Which of your venues are open?

We are pleased to announce that City Varieties Music Hall will reopen from Friday 9 October 2020 for screenings. Working collaboratively with sister venue, Hyde Park Picture House, the world-famous music hall will open its doors for the first time since March 17th with a varied programme of film curated by staff from both venues; including National Theatre live and as-live screenings, plus the very best independent, art house and classic films from The Picture Houses’ On The Road programme

Leeds Grand Theatre and Hyde Park Picture House remain closed until further notice


What COVID-safety measures do you have in place?

As well as our usual high levels of cleaning, we have introduced additional measures to ensure the building is as clean and safe as possible at all times, including having a team on hand to clean public areas and toilets when the screenings/live performance has started to ensure they are clean for the interval (if applicable), or when exiting the building. In line with guidelines, The Varieties will also be ‘fogged’ on a regular basis using an antiviral fogging machine as an extra precaution

Keeping your hands clean and avoiding touching your face are two of the best defences against COVID-19. We have installed hand sanitiser stations at the entrance, exit and around our building, and ask visitors to use them, as well as washing their hands thoroughly and regularly.

COVID-19 safety signage is displayed throughout the building to help signpost key areas and navigate our venue in the safest and easiest way. We ask that you adhere to our one-way systems etc. to help keep fellow visitors and staff safe

We have increased the numbers of staff working on every shift to help manage our additional safety measures and procedures. They will be wearing masks and visors, and screens have been installed in our Box Office and bars. We ask that you are respectful of them and help make them feel safe too. Thank you


How can I contact you?

Our buildings are currently closed. A skeleton team of staff are working remotely from 9am-6pm, Monday-Friday

Our phone lines are currently unmanned; all communication will be done via email*, and our  website and social media channels. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.

Please note any calls to our Box Office 0844 number cost 7p per minute plus your phone company's access charge.


Can I book a ticket in person?

Our Box Offices are currently closed. We advise all visitors to book online - if you are not able to, you can use contactless payment at our Box Office when it opens one hour before the screening/live performance starts (you can only book for the same day/night screening/live performance not future showings, and you will be required to leave your contact details for NHS Test & Trace purposes). We do not advice visitors to book in person; booking online helps to minimise contact and keep everybody safer, and also guarantees you a seat.

What if I have access needs?

All areas of the theatre, including our auditorium and bar have been reconfigured to make social distancing possible. We remain fully accessible. You can find all our access information online here.

To book access and wheelchair spaces, please contact boxoffice@leedsheritagetheatres.com

 

What is your refund policy?

Refunds

Screenings
  • We will provide refunds for any pre-booked tickets when cancelled within 24hrs prior to the eventIf you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later. Please note, our phone lines are still unmanned so please use email to contact us boxoffice@leedsheritagetheatres.com
  • All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund.
Live performances
  • Due to ongoing concerns over COVID-19, you can request a monetary refund up to one month before the date of the performance you're due to attend. Alternatively, you can request a credit note up to two weeks before the performance date. This is subject to change at any time
  • If you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later. 
  • All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund (minus booking fees*)
  • For live performances we recommend purchasing ticket protection via Booking Protect as part of your booking – their COVID-19 terms and conditions can be found online hereThe option will be presented to you as part of the booking process and any claims can be made directly via their website

*Booking fees are non-refundable as stated in our Terms & Conditions. 


What is the reason for the different seating configurations?

All areas of the theatre, including our auditorium and bar have been reconfigured to make social distancing possible. We remain fully accessible. You can find all our access information online here

The number of seats in the auditorium have been reduced to ensure visitors have enough space around them to socially distance, whilst maximising capacity and revenue. We are operating two different configurations, one for screenings and one for live performance. By its very nature, live performance attracts larger crowds and requires more seats, hence the need to operate a 'chessboard style' seating arrangement rather than pairs of seats sold together.

Screenings 
  • Seats will be sold in pairs with two seats left empty in between – these seats will be clearly marked. We ask that if you come in larger groups (no more than six peopleyou do not move into the empty seats to be next to each other as this has a knock-on effect to the people in the next row. Please trust us on this
Live performance 
  • We are operating a ‘chessboard style’ seating arrangement, whereby every other seat will be left empty – these seats will be clearly marked. This does mean that you won’t be sat directly next to the person/people you have come with but there will only be one seat in between. We ask that you do not move into the empty seat next to you as this has a knock-on effect to the people in the next row. Please trust us on this

 For access and wheelchair spaces, please contact boxoffice@leedsheritagetheatres.com


What time should I arrive?

To minimise the amount of people arriving at the same time and having to queue, we are operating staggered arrival times - these will be clearly marked on your ticket when booking. We ask that you adhere to these times as much as possible

When you arrive, a queuing system will be in place, clearly marked with socially distanced markers and ropes. This queue will be outside so please come prepared for the Great British weather! We ask that you have your ticket (PDF or on your phone) ready to be scanned to save time. Your temperature will be taken by a member of our staff and we will also be conducting bag searches – we ask that you don’t bring large bags as The Varieties does not have a cloakroom to store them or other items


Do I have to wear a mask?

We expect visitors to follow the latest Government rules on masks and face coverings. Currently, this means you’ll need to wear a face covering at all times inside our building, unless eating or drinking, or you have an exemption.

Are you a using a Test & Trace system?

The short answer is yes! As part of the booking process, visitors data will be collected (with consent) and passed onto NHS Test & Trace if required for up to 21 days after the date of the screening/live performance

In addition, we ask that all customers download the NHS COVID-19 contact tracing app and check-in to our venue by scanning the QR codes that are on the back of every seat. Whilst you have already agreed to us collecting your data when booking your tickets online or in person, scanning the QR code is the fastest way of knowing when you're at risk from coronavirus. For more information go to www.nhs.uk


Are you serving food and drink?

Our Stalls and Circle bars are both open, serving a good selection of draught and bottled beer, spirits, wine, soft drinks, tea and coffee, and snacks. We do not serve hot food but there is a wide selection of restaurants, cafes and bars nearby that serve hot and cold food throughout the day

We are operating a queuing system that is clearly identified by socially distanced markers on the floor and rope system. Screens are in place, and we are only accepting contactless methods of payment – no cash. There is no seating in the Circle bar; all drinks must be consumed in your seats – we advise you stock up (sensibly) to save too many trips! 

In line with government guidance, masks/face coverings must always be worn in the building (seated and moving around), unless when eating or drinking, or you have an exemption

We kindly ask that all refreshments be purchased onsite; our management reserves the right to confiscate any drinks or snacks that have not been bought from one of our bars/kiosks


What do I do if I am concerned about another visitor's behaviour?

If you are concerned by another visitor's behaviour whilst at our venues, please speak to a member of staff ASAP, who will deal the situation accordingly or seek advice from our management team

Please be aware that not everyone can wear a mask or face covering, and the reason for this may not be apparent. We ask that visitors respect each others’ needs and decisions, and act with compassion


Rescheduled performances and refunds

How do I find out if a performance is cancelled or rescheduled?

All performances up to and including 30 September 2020 have been rescheduled or cancelled. We have been contacting customers via email* and posting updates on our social media channels. If you have tickets for a performance during these dates and have not heard from us regarding moving your booking or receiving a refund, then you can do any of the following:

Log in to your online booking account and check your orders; any rescheduled performances will show here with new dates and tickets

Check the What's On section for your show - all rescheduled performances are listed with their new dates

*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We advise you to check your junk/spam/work/alternative emails. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.


I haven't received my new tickets. What should I do?

Leeds Grand Theatre We advise you to check your junk/spam/work/alternative emails before contacting us; tickets for rescheduled performances will come from donotreply@leedsheritagetheatres.com

City Varieties Music Hall Your original tickets are valid for the rescheduled performance – we will not be issuing new tickets

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.

I haven't received my refund for a cancelled performance.

We are processing refunds as quickly as possible but this process is taking much longer than usual due to a reduced workforce remote working and the amount of people we must contact. We thank you for your continued patience and understanding

Please note, It can take up to 10 working days for your bank to process a refund

Should you need to contact us, please email boxoffice@leedsheritagetheatres.com. Our email and social media channels are not monitored after 6pm midweek or over the weekend


Why haven't you refunded my booking fee?

Booking fees are non-refundable as stated in our T&Cs. Currently, they are being used to support the huge administration costs involved in closing our venues, including refunding and rescheduling shows, and to also help maintain our three heritage buildings until we can reopen.

The card I used for my booking has expired and I'd like a refund. What should I do?

Don't worry, if the credit/debit card that you made your original purchase has expired, please email boxoffice@leedsheritagetheatres.com with the best telephone number our team can contact you on and we will give you a call.

I have vouchers for your theatres. Can I still use them?

Don't worry, all gift, programme, ice cream or drink vouchers will be extended when we reopen, regardless of expiry date. Please contact us when we reopen

Please note, this refers to Leeds Grand Theatre/City Varieties vouchers and not Theatre Tokens. For information about Theatre Tokens and expiry dates, please visit their website at theatretokens.com

 

Booking tickets

How do I book tickets?

Online: You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.

Telephone:

(Please note, we are currently not taking telephone bookings as staff are working remotely.)
  • Leeds Grand Theatre and City Varieties: 0844 848 8700*
  • City Varieties only: 0113 243 0808
  • Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
  • Hyde Park Picture House: 0113 275 2045

*Calls to our Box Office 0844 number cost 7p per minute plus your phone company's access charge.

In person: Our in person Box Offices are currently closed due to COVID-19.


How do I collect my tickets?

Ordinarily, tickets for our venues can be emailed, printed at home or collected from our Box Offices. However, we are currently not able to post any tickets due to COVID-19. You will receive electronic versions via email to be printed at home or shown on your phone when we reopen

Leeds Heritage Theatres encourages all patrons to request electronic versions of their tickets, which can be scanned upon entry, to be more considerate to the planet

You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails


What are the different seating areas?

Leeds Grand Theatre

  • Stalls seats are at ground level
  • Dress Circle is at first level
  • Upper Circle is at second level
  • Balcony and Upper Balcony are at the top of the auditorium
  • Slip seats are at the side of the Upper Balcony
*Lift access is available to all levels excluding Upper Balcony

City Varieties Music Hall

  • Stalls seats are at the lowest level
  • Dress Circle is at first level
  • Upper Circle is at second level
*Lift access to all levels (City Varieties is built above a pub so lift or stairs are required to access all levels)

Hyde Park Picture House

  • Stalls seats are at ground level
  • Balcony is at first level

What does 'best available' mean?

Best available seats are seats that Leeds Heritage Theatres consider to be the best seats at the time of booking, taking into consideration tickets already sold.

What does Restricted View mean?

Restricted View seats (RV) may have a pillar in front of them, be side facing or in the rear of a box. These seats are often sold at a discount because of their view and are sometimes only available directly from Box Office.

What is Booking Protection?

Leeds Heritage Theatres offers the option to add refund protection to your bookings at Leeds Grand Theatre and City Varieties Music Hall. Provided by Booking Protect, this allows you to apply for a full refund should you, or anyone in your party, be unable to attend due to unforeseen circumstances including injury, illness, breakdown and adverse weather. The option to buy Booking Protect will automatically be offered at the time of booking online, in person and over the phone. For full details of what is covered please contact our Box Office or click here. Refunds made by Booking Protect will be issued via a Bank Transfer regardless of the original payment method.  

Why do I have to pay booking fees?

Both Leeds Grand Theatre and City Varieties Music Hall charge a per ticket booking fee. As receiving houses (the shows are brought into the theatre rather than being produced by us), Leeds Heritage Theatres only receives between 15 - 25% of the ticket price. The booking fee is a charge levied which comes directly to Leeds Heritage Theatres and helps to cover the huge costs involved in running and maintaining these historic venues. This includes, but is not limited to, utilities; insurance; IT; staffing; the infrastructure which enables customers to buy tickets e.g. the website and Box Office system; and the maintenance of both technical equipment and our heritage buildings.  

Are children allowed?

Live performance

  • Any person aged 16 and under is classed as a child for live performance. Tickets are required for every child attending a performance
  • We do not advise that children under 16 years attend our theatres without a responsible adult. Venue staff accept no responsibility for any unaccompanied children under 18 years
  • Children under three will not be admitted unless the performance is specifically for young children - this will be clearly stated. We do not advise that children under three attend the Rock 'n' Roll pantomime at City Varieties Music Hall due to the length of the performance and sounds levels
  • Some performances have age guidance (please see show information for details or call our Box Office). This will not prevent those under the age guidance being admitted but is to advise on content suitability
  • We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given

Screenings

  • Any person aged 14 and under is classed as a child for film screenings. It is only applicable to titles with a U, PG and 12A certificate
  • Sales for film screenings must observe the conditions of the British Board of Film Classification (BBFC) certificate for the film being shown. The Management has a legal obligation to refuse admission to any person, who in the opinion of the Duty Manager, is under the minimum age required for 15 or 18 Certificate films (including children in arms). Proof of age may be required in certain instances. For more information about certification please visit bbfc.co.uk.
  • We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given

What is your refund policy?

Refunds

Screenings
  • We will provide refunds for any pre-booked tickets when cancelled within 24hrs prior to the eventIf you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later. Please note, our phone lines are still unmanned so please use email to contact us boxoffice@leedsheritagetheatres.com
  • All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund.
Live performances
  • Due to ongoing concerns over COVID-19, you can request a monetary refund up to one month before the date of the performance you're due to attend. Alternatively, you can request a credit note up to two weeks before the performance date. This is subject to change at any time
  • If you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later. 
  • All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund (minus booking fees*)
  • For live performances we recommend purchasing ticket protection via Booking Protect as part of your booking – their COVID-19 terms and conditions can be found online hereThe option will be presented to you as part of the booking process and any claims can be made directly via their website

*Booking fees are non-refundable as stated in our Terms & Conditions. 


Can I still become a Priority Member?

During this period of closure, we appreciate anyone who can purchase, or renew a membership; any income is gratefully welcomed at this time whilst we are unable to sell tickets

Once we know how long the closure will be, your membership will be extended to ensure you receive a full year of benefits

For more information and to join go to Become a Member


Do you sell gift vouchers?

Give the gift of theatre. Leeds Heritage Theatres' gift vouchers can be purchased for use at Leeds Grand Theatre and City Varieties Music Hall. Expiry date one year - if you purchase them whilst our venues are closed, we will extend the expiry date once we reopen.

Alternatively, if you'd like to give the gift of theatre to someone who does not live in Leeds or Yorkshire, we sell Theatre Tokens which are valid nationwide. These can be purchased in person or on the phone via our venues (when open), or online at Theatre Tokens (we receive a small commission)

Buy Leeds Heritage Theatres Gift Vouchers


Your Visit

How do I find you?

The location of our three venues and information about parking and getting here can be found on our Plan Your Visit pages.

What time do your doors open?

Leeds Grand Theatre and City Varieties Music Hall

  • Doors to the venues and bars open one hour before the performance start time - access to the auditorium is 30 minutes before the performance start time.
  • In the interests of customer safety, we do not allow access to our venues without a valid ticket; please arrange to meet members of your party outside if you need to collect tickets from them.

*The time on your ticket is the time the performance or film starts.


Are your venues accessible?

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Further information can be found at:  

Will there be security checks?

For additional security, bag checks will take place on entry. Please note that any alcohol will be removed and returned to you at the end of the performance. For the safety and comfort of all customers, bags larger than a handbag will not be permitted in the auditorium. At The Grand, any larger bags will have to be checked and placed in the cloakroom at a charge of £1.

Do you have toilet facilities?

Toilets are available at all levels. Facilities are available for baby changing and people with access needs (visit our Plan Your Visit pages for more information or go to Access).

Do you sell refreshments?

There are bars/kiosks in all our venues that open one hour before the performance and at the interval. We serve a good selection of draught and bottled beer, spirits, wine, soft drinks, tea and coffee, and snacks. Drinks can be taken into the auditorium to enjoy during the performance but must be decanted into plastic cups

We kindly ask that all refreshments be purchased onsite; our management reserves the right to confiscate any drinks or snacks that have not been bought from one of our bars/kiosks

None of our three venues serve hot food but there is a wide selection of restaurants, cafes and bars nearby that serve hot and cold food throughout the day

 

What is your latecomers policy?

Running late sometimes is inevitable (blame the traffic), but please know that we will do everything we can to get you into the performance as soon as possible - you may be asked to wait until a suitable break before taking your seats to avoid disturbing fellow audience members and artists. Breaks are decided by the production company not Leeds Heritage Theatres.

What time does the show end?

Nobody wants the show to end. Where a running time is known in advance it will be visible on the show’s web page. The time will also be displayed in the foyer of our venues.

Is there a dress code?

No, is the simple answer, but we do ask when considering your wardrobe choices, that patrons are mindful of others if wearing hats or anything that might restrict others view!

How do I collect lost property?

Lost something? Don't worry, we will do everything we can to help you find it. Please call:

Leeds Grand Theatre's stage door on 0113 245 6014

City Varieties Music Hall on 0113 243 0808

Hyde Park Picture House on 0113 275 2045 (The Picture House is currently closed for renovation)


Take Part

Where do I find information about your learning programme?

For questions related to our learning programme, visit our Take Part page.

How do we become a School Partner?

Complete our Take Part Online Booking Enquiry and a member of our Learning team will be in touch soon to discuss further. For more information about our Schools Partnership Programme go to: School Partnership Programme.

Do you have risk assessments for educational visits?

You can download risk assessments for our workshops, tours and performances HERE. Please get in touch with our Learning team if you would like to conduct your own risk assessment at our venues prior to your visit.

Do you offer work experience?

We offer six work experience placements a year*. Placements tend to last one week and are aimed at secondary school students in Years 10-13

For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch

We review applications three times a year and offer two places each term.


How do I join your Youth Theatre?

If you are interested in our Youth Theatre for young people aged 8-17 years, please complete our Youth Theatre Online Application and a member of our Learning team will be in touch soon. For more information go to: Youth Theatre.

Do you run public theatre tours?

We are currently only running theatre tours for educational groups of under 30 people. Tours last 1hr and cost £100. If you have an educational group you wish to bring along please complete our booking enquiry form and a member of our Learning team will be in touch soon: Booking Enquiry

Are your venues accessible?

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Further information can be found at:  

Access

Are your venues accessible?

We are working to make all Leeds Heritage Theatres’ venues as accessible as possible. Further information can be found at:  

How do I book tickets?

Online: You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.

Telephone:

(Please note, we are currently not taking telephone bookings as staff are working remotely.)
  • Leeds Grand Theatre and City Varieties: 0844 848 8700*
  • City Varieties only: 0113 243 0808
  • Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
  • Hyde Park Picture House: 0113 275 2045

*Calls to our Box Office 0844 number cost 7p per minute plus your phone company's access charge.

In person: Our in person Box Offices are currently closed due to COVID-19.


Do you have toilet facilities?

Toilets are available at all levels. Facilities are available for baby changing and people with access needs (visit our Plan Your Visit pages for more information or go to Access).

Work With Us (including placements, work experience and volunteering)

Where do I find information about job vacancies?

For information about all our current job vacancies, visit our Vacancies page.

Do you offer work experience?

We offer six work experience placements a year*. Placements tend to last one week and are aimed at secondary school students in Years 10-13

For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch

We review applications three times a year and offer two places each term.


How do I find out about volunteering?

Leeds Heritage Theatres could not operate without the help of our enthusiastic and dedicated volunteers. For more information about volunteering, visit our Career Pathways page.

Other

Where do I find press information?

For press related questions, visit our Press page.  

Where do I find technical information?

For technical related questions, visit our Technical page.