CORONAVIRUS safety measures - Q&A

Posted on June 23, 2020


UPDATED 18th September

What COVID-19 safety precautions are the The Wildheart Trust taking?

  • We have worked hard to ensure we have appropriate measures in place, aligned to Government and industry specific guidelines, to prioritise the health, safety and welfare of our visitors, staff and animals.
  • We have a cap on numbers of visitors we are allowing into the Sanctuary to ensure social distancing is maintained. To be assured you can visit on any particular day we recommend you book online.
  • Staff have received COVID-19 related training and are not permitted to come to work if they are showing any relevant symptoms. We have a COVID-19 task force in situ to help staff and managers to maintain optimal welfare for staff, visitors and animals alike.
  • Specialist cleaning and disinfecting is taking place at the end of each day and routine cleaning and disinfecting is being carried out frequently throughout the day.
  • We request that all visitors frequently wash their hands while on site, we have set up additional hand sanitising stations on site too. We are not able to provide PPE so advise visitors to bring their own if they wish.
  • We have floor markings and signage in key areas to ensure that the social distancing guidelines are maintained. We kindly ask visitors to respect these at all times.
  • We will take cash payments if necessary but are urging our visitors to pay via card, ideally contactless wherever possible.
  • In line with Government guidelines our education centre, play area, and indoor café must remain closed at this time.
  • We will operate a hot and cold food/drinks takeaway service from our outside kiosks. We have plenty of picnic benches, along with a spacious lawned area, for enjoying your food.
  • Our daily tour and talk programme is currently suspended but the animal team will be feeding animals throughout the day and will try their best to be on hand to answer questions. All our animals apart from our invertebrates and reptiles will be out waiting to welcome you back.

I am a member - do I need to book?

  • Members are no longer required to book in advance. We look forward to seeing you.

Do I need to wear a face mask?

  • It is not mandatory for visitors to wear a face masks whilst outside visiting the sanctuary. You will need to wear face masks however when; in the shop, queuing in our café, in our admissions area and in our education centre.

Am I allowed to visit if I’m experiencing COVID-19 symptoms?

  • We respectfully request that all visitors play their part in keeping our Zoo safe for other visitors, staff and our animals. If you have any COVID-19 symptoms please postpone your visit and isolate at home as per Government advice
  • Vulnerable people must take individual responsibility to make decisions which protect themselves and others around them. We urge these individuals to refer to Government guidelines to assist their decision-making

Will toilet facilities be operating?

  • Our main toilet block will be open at all times and will be subject to more regular cleaning and disinfecting

Is there a limit on how long I can spend at the Zoo?

  • No, our normal opening hours apply - 10am to 4pm, last entry is an hour before closure.

Will admission tickets be available to purchase on the door?

  • Yes you can purchase tickets on the door, but as numbers are capped each day we recommend you book in advance, via our website.

Is the shop open?

  • Yes our shop is open - you will be required to wear a face mask whilst perusing our stick if you are over 12 please.

Will animal experiences and encounters be running?

  • We have resumed our animal encounters with additional precautions in place.
  • Experiences are still available to purchase due to an increase in demand these are booked out well in advance. Please call us as soon as you have a date in mind.

Are there any additional resources we can use to entertain our children on the day?

  • To supplement your child's educational experience we have provided online resources that you can print out prior to your visit and undertake whilst enjoying your day out here at the sanctuary. Please visit our Learning page to download these.

We wish everyone a safe and enjoyable day with us. We kindly ask that our visitors take individual responsibility for ensuring that they follow both Government and Zoo guidelines and show respect for our staff and fellow visitors throughout their time at the Zoo.

If we’re not able to visit how can we still help to support The Wildheart Trust?

  • Locals can drop off food items for our animals to our Food Bank situated outside the entrance to the Sanctuary.
  • Donations to our Crowdfunder are very welcome at this critical time: https://www.crowdfunder.co.uk/wildheart-trust