The Assembly Hall Theatre ensures the highest levels of customer service and is committed to maintaining the following standards.

Box Office and Operations

We strive to provide excellent, efficient service to all of our customers and to that end we will:

• Ensure our Box Office is open and accessible to all at the advertised times
• Ensure our bars are open to patrons one hour before the performance time
• Return patrons’ calls within 24 hours, and respond promptly to correspondence
• Ensure shows start on time
• Ensure that our shows are of a high standard
• Ensure our staff wear name badges at all times
• Ensure our staff are always be polite
• Keep our public areas clean and tidy, free from hazards, and accessible to all
• Ensure that our building is well maintained

Customer Feedback and Comments

We are committed to providing the best possible services to you, our customers, your comments and feedback are important to us, we will:

• Welcome feedback from customers on all aspects of the theatre and events programmed
• Encourage customer feedback by actively distributing our customer comment cards
• Make available a customer feedback facility on our website
• Resolve any complaints on the spot if possible. However, if you remain dissatisfied we will give you a copy of our complaints procedure leaflet.

 

Child Protection Policy

For all children’s and youth activities provided by the Assembly Hall Theatre, we will:

• Ensure all users hiring the theatre's facilities will adhere to Tunbridge Wells Borough Council's Child Protection Policy and Procedures
• Develop and implement an appropriate monitoring and review system to ensure compliance with the Tunbridge Wells Borough Council's Child Protection Policy and Procedures
• Accept moral and legal responsibility to implement procedures to provide a duty of care for children, safeguard their wellbeing and protect them from abuse of any sort.

Equality and Diversity

We endeavour to ensure our theatre is accessible to all our community, regardless of age, disability, race or any other factor. To that effect we provide:

• Sennheiser infra red audio system - headsets are available from the Box Office
• Signed performances and stage text available on selected shows
• Information in alternative formats, including large format print and audio
• Level access for a maximum of ten wheelchairs to all performances
• Carers are admitted free
• A programme that reflects the diverse needs of the community

Accessibility

Accessibility details can be found on our Accessibility page.