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Updated FAQs - 15th January 2021

1. What changes can we expect at The Centre while West Lothian is in Lockdown?

Following advice issued by the Scottish Government that all non-essential stores should close as part of a third lockdown, The Centre Livingston is now in a period of partial closure.

To ensure that our customers have on-going access to the services permitted under Lockdown, including essential services such as food stores, pharmacies, and banks, limited areas of the shopping centre remain open. In addition to essential retailers, some restaurants and cafes in centre are offering takeaway and delivery services, while a limited number of retailers are operating a Click & Collect service.

Stronger Lockdown Guidelines apply from Saturday 16th January meaning that any restaurants, cafes and eating places in The Centre offering takeaway services will do so from a serving hatch or their doorway as customers will no longer be permitted to go inside premises to collect takeaway food or drink. Guidelines state that for premises which open onto an enclosed space, such as a shopping centre concourse, use of barriers to narrow the entry to allow a takeaway counter to be created is permitted. For full guidelines please visit: https://www.gov.scot/publications/coronavirus-covid-19-tourism-and-hospitality-sector-guidance/pages/takeaways---no-indoor-entry/

From Saturday 16th January Click & Collect will only be permitted for retailers selling essential items including clothes, footwear, baby equipment, homeware and books. Any retailers offering Click & Collect will have staggered appointments for collection to avoid any potential for queueing, and access inside premises for collection will not be permitted.

All retailers at The Centre choosing to open at this time are doing so in accordance with Scottish Government Guidelines. Guidelines for Lockdown, including rules and regulations for Shopping and the Hospitality Sector, can be found at http://bit.ly/ScotGovStayAtHomeGuidance

You can find information on which retailers and restaurants are open, individual trading hours, the services they are offering and how to access them on our website: https://bit.ly/CentreStoreUpdate

We would like to take this opportunity to thank all of our customers and retailers for their ongoing support during these challenging times and wish you all well.

2. Will The Centre be operating usual opening hours during the period of partial closure?

The Centre is open for access to essential stores and services only. Stores will be operating their individual trading hours during the period of partial closure and their usual trading hours may be reduced. Please check each store’s individual operating hours directly on their website or at www.thecentrelivingston.com.

Monday - 9am to 6pm
Tuesday - 9am to 6pm
Wednesday - 9am to 6pm
Thursday - 9am to 8pm
Friday - 9am to 6pm
Saturday - 9am to 6pm
Sunday - 10am to 6pm

You can find information on which retailers and restaurants are open during the period of partial closure, individual trading hours, the services they are offering and how to access them on our website: https://bit.ly/CentreStoreUpdate

3. How many shops will be open during the period of partial closure?

To ensure that our customers have on-going access to the services permitted under Lockdown, including essential services such as food stores, pharmacies, and banks, limited areas of the shopping centre remain open. In addition to essential retailers, some restaurants and cafes in centre are offering takeaway and delivery services, while a limited number of retailers are operating a Click & Collect service.

Stronger Lockdown Guidelines apply from Saturday 16th January meaning that any restaurants, cafes and eating places in The Centre offering takeaway services will do so from a serving hatch or their doorway as customers will no longer be permitted to go inside premises to collect takeaway food or drink. Guidelines state that for premises which open onto an enclosed space, such as a shopping centre concourse, use of barriers to narrow the entry to allow a takeaway counter to be created is permitted. For full guidelines please visit: https://www.gov.scot/publications/coronavirus-covid-19-tourism-and-hospitality-sector-guidance/pages/takeaways---no-indoor-entry/

From Saturday 16th January Click & Collect will only be permitted for retailers selling essential items including clothes, footwear, baby equipment, homeware and books. Any retailers offering Click & Collect will have staggered appointments for collection to avoid any potential for queueing, and access inside premises for collection will not be permitted.

All retailers at The Centre choosing to open at this time are doing so in accordance with Scottish Government Guidelines. Guidelines for Lockdown, including rules and regulations for Shopping and the Hospitality Sector, can be found at http://bit.ly/ScotGovStayAtHomeGuidance

You can find information on which retailers and restaurants are open, individual trading hours, the services they are offering and how to access them on our website: https://bit.ly/CentreStoreUpdate

4. Will all the stores open during the period of partial closure trade the same hours?

Stores will be operating their individual trading hours during the period of partial closure and their usual trading hours may be reduced. Please check each store’s individual operating hours directly on their website or at www.thecentrelivingston.com.

5. Will all entrances to The Centre be open during the period of partial closure?

No, some entrances to The Centre will be closed during the period of partial closure. Please see below for a list of entrances that will remain open and a map showing their location in The Centre.

Marks and Spencer East Entrance

Marks and Spencer West Entrance

Civic Square Entrance

24 Hour South Entrance

Poundland Entrance

Paraffin Lamp Entrance

UPDATED ACCESS MAP080121
Please note, these may be subject to change at short notice.

Visiting Information

6. Will there be a time limit to shopping during the period of partial closure?

There is no time limit to how long you can spend at The Centre during the period of partial closure, but we ask all our visitors to comply with Stay At Home Guidance, local travel restrictions and Scottish Government Guidelines regarding Lockdown; please only visit us for an essential purpose and only if you live in the local area.

We also ask all visitors to adhere to the social distancing measures and safety guidelines in place when visiting stores and limit the number of times you go to a shop.

7. Do I need to wear a face covering when visiting The Centre?

In line with the Scottish Government Guidelines face coverings must be worn in The Centre and while you visit stores. We ask that all visitors observe this and follow our safety messaging regarding this. There are however exceptions, please visit http://bit.ly/Phase3FaceCoverings for more information.

8. Will all staff be wearing face coverings?

Yes, all staff will be wearing a face covering, unless medically exempt from doing so.

9. Will I have to queue for individual stores during the period of partial closure?

Yes, you may have to join a socially distanced queue to enter individual stores within The Centre during the period of partial closure.

Each store has an individual queueing area on the mall, marked out with floor stickers, and they will have their own guidelines on how many shoppers are permitted in store at any one time, which is related to the size of their retail unit.

We ask everyone visiting The Centre at this time for their patience and understanding – shopping may take longer than you may be used to and you may need to queue for longer as a result.

10. How long will I have to queue for individual stores once inside The Centre?

During peak hours you may need to join a socially distanced queue to enter individual stores within The Centre during the period of partial closure. Please rest assured that our retailers will be working very hard to serve customers safely and quickly, to ensure that visitors queue for the shortest possible time.

We ask everyone visiting The Centre at this time for their patience and understanding – shopping may take longer than you may be used to and you may need to queue for longer as a result.

11. How do you monitor the number of visitors in centre?

At The Centre real time footfall counting allows us to monitor the number of customers in the mall throughout the day, via our electronic footfall system. The management team have regular updates on the number of visitors in centre and can quickly implement a queuing system to regulate the number of visitors within the mall at any one time, ensuring that the total number in the mall never exceeds our maximum capacity.

Restaurants and Eating Places

12. Will any of the restaurants be open during the period of partial closure?

In accordance with Scottish Government Guidelines regarding Lockdown dine-in options are not available during the period of partial closure but some of our restaurants and cafés will be offering takeaway and delivery services.

Stronger Lockdown Guidelines apply from Saturday 16th January meaning that any restaurants, cafes and eating places in The Centre offering takeaway services will do so from a serving hatch or their doorway as customers will no longer be permitted to go inside premises to collect takeaway food or drink. Guidelines state that for premises which open onto an enclosed space, such as a shopping centre concourse, use of barriers to narrow the entry to allow a takeaway counter to be created is permitted. For full guidelines please visit: https://www.gov.scot/publications/coronavirus-covid-19-tourism-and-hospitality-sector-guidance/pages/takeaways---no-indoor-entry/

During Lockdown, any food and drink purchased in The Centre must not be consumed on the mall – please wait until you have left the premises before eating, to comply with social distancing measures and rules regarding the wearing of face coverings.

You can find information on the services our restaurants, cafés and eating places are offering, as well as how to access them on our website: https://bit.ly/TheCentreRestaurantUpdate

13. What restaurants and cafés are open for takeaway service?

Please visit the eatery section of our website for more information on restaurants and cafés that are providing takeaway service: www.thecentrelivingston.com/eat/a-z

Cleaning Regimes

14. What cleaning regimes will be in place during the period of partial closure?

Deep cleaning regimes were introduced earlier this year in response to COVID-19 which were in addition to the daily cleaning regimes which were already in place. This includes focusing on touch point sanitation on door handles, lifts and toilets. The deep cleaning regimes will continue throughout the period of partial closure.

Social Distancing

15. What social distancing measures are in place?

Two-metre social distancing is in place throughout The Centre, as well as a one way system. We have floor stickers, digital signage, posters and audio announcements to remind shoppers of the measures in place and ask that everyone who visits follows our guidelines.

Some stores may also be operating their own social distancing measures - we ask that our visitors respect the measures in place in each store and look out for visual cues.

16. Will you enforce social distancing guidelines?

Social distancing measures are communicated throughout The Centre, we ask that everyone who visits follows our guidelines. Our teams will remind visitors of the guidelines should this be required.

Facilities

17. Are toilet facilities open during the period of partial closure?

The toilets near ASDA remain closed as social distancing cannot be maintained due to their size, though the baby changing facilities and the accessible toilet at this site remain open.

Toilet facilities in Phase 2, near Boots, will remain open during the period of partial closure, however due to the implementation of social distancing measures the number of toilets available will be less than usual.

The toilets include changing facilities for families and adapted facilities for disabled users, plus parent and child toilets, however the Changing Places Toilet (situated near Smiggle) is closed during our period of partial closure.

18. Are the car park facilities open during the period of partial closure?

Car Parking is available in Car Park 2 and Car Park 3 (Disabled and Parent & Child Car Park). The number of spaces available in both of these car parks has not been reduced. Cashless payment options are also available.

UPDATED PARKING MAP080121

19. Are cashless payment facilities available in all Car Parks?

Cashless payments are available in all Car Parks.

20. Can I use the lifts during the period of partial closure?

Yes, one person or household can use the lift at any one time. Guidance and information are available at each lift.

21. Can I use the escalators during the period of partial closure?

Yes, please adhere to social distancing rules and keep a 2 metre space from those in front of you on the escalators. Hand sanitisers are available for use at the bottom and top of the escalator.

22. Can I still use The Centre, Livingston, Mobility Service during the period of partial closure?

No, The Centre, Livingston, Mobility Service will not be running during the period of partial closure. Updates will be communicated via our social media channels and online at www.thecentrelivingston.com

23. Will the baby feeding facility be open during the period of partial closure?

The baby feeding facility will be open at all times during the period of partial closure and can be accessed using the lift or escalator. Enhanced cleaning regimes are in place to ensure a high standard of cleanliness.

24. Will there be seating available in the mall during the period of partial closure?

In order to comply with social distancing, the number of seats available in the mall has been reduced. These remaining seats are classed as priority seating areas for use by those who need them most - please adhere to social distancing measures when using the seating areas.

Gift Cards

25. Will I be able to purchase a Gift Card while visiting The Centre during the period of partial closure?

No, in accordance with Scottish Government Guidelines regarding Lockdown, our Customer Service Desk must remain closed, so you won’t be able to purchase a Gift Card while visiting The Centre. You can however purchase a Gift Card online at www.thecentrelivingston.com via our safe and secure Gift Card portal.

26. My Gift Card expires during the period of partial closure, what can I do?

Please email enquiries@thecentrelivingston.com with information on your Gift Card, the long number on the front of your card, as well as the expiry date, and one of our team will be in touch.

Customer Service

27. Will the Customer Service Desk be open during the period of partial closure?

No, in accordance with Scottish Government Guidelines regarding Lockdown, our Customer Service Desk must remain closed. Customer Service Staff will be based throughout The Centre, wearing Hi-Vis vests, and will be available to assist with any queries you may have.

28. Will Customer Service Staff be available during the period of partial closure, should I have any queries?

Customer Service Staff will be available during the period of closure for any enquiries that you may have.

During the period of partial closure Customer Service Staff will be based throughout The Centre and will be available to assist with any queries you may have. The Customer Service Team will be wearing Hi-Vis vests.

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