Frequently Asked Questions FAQs

COVID-19 – Information for Visitors:

Updated 24/07/20

 

Please note that as of Monday 3rd August we will be requesting a minimum donation of £5 on booking to visit the Stables to help the Charity continue its vital work. Your donation will matter to the horses and ponies that you see on your visit and help the Charity be there for those who need us the most. HAPPA Membership includes visiting the Farm, so if you are visiting regularly why not become a member? https://www.happa.org.uk/shop/

The health and safety of our visitors, equines and staff is paramount and to keep everyone safe, we have introduced a number of additional hygiene and safety measures.

FAQs

  1. Is it safe to reopen?

Yes. The opening is in line with the latest Government guidance. We are looking forward to welcoming visitors back to Shores Hey Farm and the health

 

and safety of our visitors, equines and staff is our priority. We will reopen with limited capacity in areas; in addition there will be a range of new hygiene and safety measures which visitors will see throughout the site. We will continue to look at these measures on a daily basis.

To further ensure visitor and staff safety Shores Hey Farm HAPPA has acquired the ‘Good To Go’ Industry Standard mark from Visit Britain, meaning that our business has followed government and industry COVID-19 guidelines, has a Risk Assessment in place, and a process to maintain cleanliness and aid social distancing.

 

 

  1. What new measures do I have to take before I visit and what has changed at the site?

We will provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all visitors and staff.

  • Read all the information and FAQ’s provided by us before visiting.
  • If you are experiencing or have experienced any symptoms of Covid-19 please follow Government advice and don’t visit until it’s safe to do so.
  • Make sure you have read all the guidance.
  • Check our website for the latest information before you set off to visit us.
  • Be aware that some parts of the site have been restricted and some facilities may be suspended.
  • Keep a safe distance from other visitors, employees and equines.
  • Be prepared to make contactless card payments for purchases.
  • You may see employees wearing Personal Protective Equipment.
  • Floor and wall markings will guide you on social distancing and the one-way system.
  • You’ll be asked to regularly use hygiene stations / hand sanitiser dispensers on the site. Stringent cleaning measures will be in place.

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our visitors, equines and employees is an absolute priority and we will always act to safeguard wellbeing wherever possible.

  1. Do I need to pre-book to come?

Visitors are required to book an appointment for access to ALL stable blocks and/or a table in The Café by ringing 01282455992.  The data that we collect for this will be held under our Data Protection Policy for a period of 21 days and will be surrendered to the Government and/or the NHS if requested to do so under the Track and Trace scheme.

Visitors that have not booked an appointment will only be able to enjoy The Café Take-Away service.

We have been careful to create a floor marked queuing system to ensure visitors keep a safe distance and enable the queue to flow efficiently.

Customers that have booked a table in The Café will receive a table number before arrival, we respectfully ask that you only enter The Café at your allocated time, find your table and be seated immediately. A staff member will take your order in due course.

  1. How many people can I visit with?

As per Local Government Advice you can visit Shores Hey Farm with anyone from your household. As our stables and Café are classed as indoor areas we cannot allow groups or people from several households.

  1. I have limited mobility and/or use a wheelchair, can I access site?

Yes, of course. Due to our new one-way system you will receive a map on entry which shows the dedicated route for wheelchair users. We just ask that you let our Team know on booking so that we can print your map for you in advance of your visit.

  1. What do I do first when I arrive on site after booking an appointment?

We ask that you park in the Main Car Park and report to Reception in the Conference Suite. You will receive a Visitor Guidance Sheet and Map.

For limited mobility/ wheelchair users please park in The Café Car Park and report to The Fussy Filly. You will receive a Visitor Guidance Sheet and Map.

  1. What will happen if I cannot attend my appointment or I am late?

If it is possible we will offer you an appointment on another day. As we are trying to allow as many visitors as possible to visit Shores Hey Farm and maintain social distancing, if you are late for an appointment your time on site will be reduced.

  1. Where on site are you at reduced visitor capacity?

We are restricting capacity by implementing an appointment system, there is a one way system in place for visitors to follow and hygiene stations that must be used when entering and exiting each stable yard.

  1. Are you giving temperature checks to visitors?

No. In line with other sites such as zoos, we have set up ways of working that mean the contact between visitors and employees is kept to a minimum, so as per Government guidance, no temperature checks are required at this stage.

  1. Can we do contactless payments?

Yes, the limit has been increased to £45.

  1. Are you still taking cash?

No, there is a no cash handling policy in place.

  1. Will the Activity Room, Book Room and Playground be open?

No, these areas will stay closed.

  1. Can I eat at the site?

Yes. Visitors can chose an option. You can:

  1. Enjoy the Café Take-Out Service there will be a designated queuing area for visitors to purchase hot and cold food. You can then use the benches outside The Café to consume food and refreshments at your own risk.
  2. Enjoy inside table service. This will have limited availability due to socially distanced tables and will be allocated to visitors who are ordering meals (rather than just drinks/snacks). This will operate on a first come first served basis and once full no further reservations will be taken. Inside, The Café will only operate table-service. All visitors eating inside will have to comply with Government Track and Trace requirements.
  1. Will there be Perspex ‘hygiene screens’?

Yes, they will be in place at Receptions, Shop and The Café.

  1. Will there be car parking restrictions?

Yes. The Main Car Park will be reserved for visitors that have booked an appointment, the other small car-park by The Café will be used by visitors that have not booked and are just visiting to enjoy The Café Take Away Service; free parking will remain. Please observe social distancing when leaving your car and joining the queue to enter (if there is one).

  1. Must visitors wear face masks / coverings?

We respectfully ask that all visitors wear Face Coverings in the onsite Shop and whilst ordering a Take-Away at the till in the Café.

  1. Are there sufficient hand washing / sanitising areas?

Yes. However, we encourage visitors to bring their own hand sanitising products if they’d like to. Hand sanitising stations are located at all building entry points.

  1. If you have a suspected case of COVID-19 on your site, will you then close?

As ever, we will co-operate with our local health authority and act immediately upon their advice. We have plans in place in the event that an employee becomes ill, regarding sending them home immediately, encouraging them to follow Government guidance on tracking where they have been and who they have come into contact with, and instigating a deep clean of affected areas. We will continue to monitor the situation closely, taking all necessary precautions.

  1. Who do I contact if I have further questions?

You can call us on 01282 455992 lines are open 7 days a week 9am-4pm or you can email enquiries@happa.org.uk

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