Queensgate phased retailer reopenings Q&A

If you have symptoms of COVID-19, please DO NOT visit Queensgate Shopping Centre.


Do I need to wear a face mask or covering when I’m in the centre?

Yes. As per government guidance, it is mandatory for those over 11 years old and who are able to wear a face mask or face covering in shops from Friday 24th July. This will apply in Queensgate Shopping Centre and its retailers. Face masks can be purchased from retailers including Boots, Damage Society, Style and Elsa Rose and our PPE vending machine in the bus station.


What has Queensgate done to make it safe to visit?

The safety of shoppers is always a priority and throughout the pandemic, Queensgate has meticulously followed government advice and guidelines.


Since 24 March, the centre has remained open for essential retailers only with the housekeeping team and commercial cleaning contractors conducting regular deep cleans in every part of the centre, including the car parks, toilets, lifts and service areas.


Queensgate has also implemented the following best-practise principles:


  1. Installed hand sanitisers at every entrance, exit and touch point at the centre, together with guidelines on how to apply the hand gel to hands.
  2. Two-metre markers are in place throughout the centre for shoppers to observe and adhere to.
  3. All Queensgate staff, including security and housekeeping, will wear face masks and gloves at all times.
  4. There are signs throughout the centre to remind shoppers about the importance of social distancing.
  5. When using the escalators, signs are in place to ask users to observe two-metre distancing by waiting patiently to mount at a safe distance from others.
  6. A one-way system will be clearly outlined on the mall using floor markers to ensure shoppers have plenty of space whilst in the centre. Shoppers are asked to keep to the left side of the mall in the direction they’re facing and cross over as indicated by the markers on the floor.


How are you enforcing the two-metre distancing?

The two-metre markers are in place throughout the centre and we ask customers to be respectful of both other shoppers and our staff and observe two-metre social distancing at all times.


Which shops are open?

For a full list of retailers that are open, please visit www.queensgate-shopping.co.uk/whats_on/covid-19


What are shops doing to protect customers?

Each shop will have its own procedures to ensure the safety of customers and staff.

The number of people permitted to enter each shop will be limited and queues managed within the store to prevent the mall space being reduced.

Retailer staff are expected to wear PPE.

While some retailers have nationally lead head office practises in place, Queensgate is also working with retailers that need additional support to help protect shoppers and staff.


Are Queensgate staff taking safety measures?

Yes. All staff will wear face masks and gloves at all times. If asking a member of staff a question on the mall, we ask shoppers to observe the two-metre distancing.


Are the car parks open?

Whilst Queensgate Shopping Centre is open for essential retail and those retailers offering click and collect and a takeaway service only, our Blue car park will  be the only car park remaining open. All other car parks will be closed until further notice.

Blue car park will open from 5am – 11pm, daily. There will be no access directly from the car park to the shopping centre and those visitors wishing to access the shopping centre for essential shopping or to utilise our click and collect or takeaway service will have to walk around the outside of the building and can access the centre via the Queens Street and Westgate Arcade entrances. If you are a blue badge holder and require assistance, please don’t hesitate to call the team on 01733 311666 or press the help button on the entrance barrier.



Is there seating available in the centre still?

Seating is still in place throughout the centre but will be limited to adhere to social distancing guidelines. We ask people not to sit within two-metres of someone outside of their household and to follow the on-seat signage at all times.


Can I use the lifts?

The lifts are operational, and signs are in place to ask only one group of people from the same household to use it at one time.


Can I use the escalators?

Yes, the escalators are working and signs are in place to remind shoppers to maintain a two-metre distance from another person. Hand sanitiser stations are also available at the top and bottom of each escalator.


Are the toilets open and are they kept clean?

The toilets on level 1 of the green car park are open. Signage throughout each toilet is in place to remind people to observe two-metre social distancing and to wash their hands for 20 seconds. Toilets in the bus station will remain closed until further notice.


The cleaning of these areas has increased significantly to ensure touch points are regularly wiped clean and sanitised with antibacterial spray.


Is the bus station open?

The bus station will open on Monday 15 June, although there may be changes to some services. Please check directly with the operator.



Is Shopmobility open?

Shopmobility will open from 1 July by appointment only. Customers need to pre book by calling 01733 313133. Initial opening hours will be 10am – 3pm.


What times are you open?

The centre opening times are:

Monday to Saturday 10.00 am to 5.00pm

Sunday 10.30 to 4.30 pm


For individual retailer opening times, please visit the retailer’s own website or social media pages.

Following the government’s announcement of a national lockdown from November 5 to December 2, stores and restaurants at Queensgate will be partially closed.  Essential retailers, stores operating click and collect, and restaurants offering takeaways and deliveries will continue to operate under government guidelines.  Please see opening times below, however we recommend to check with individual retailers and restaurants as these reported hours may vary. For more information please click here.