Contact Us & FAQS

Visit FAQs

Frequently asked questions about booking your visit, paying for your visit, and the on-site experience you can expect when you arrive.

Membership

  • Will you be extending my membership?

    During the first lockdown in 2020, when all our sites had to close, we offered a three-month extension on renewal to our Members. English Heritage is a charity, and we are grateful that many Members opted out to help us conserve valuable funds to protect the buildings in our care.

    The latest lockdown took place during our winter season, when access is normally restricted to weekends only. In addition, we managed to keep a handful of sites open and available for local recreation, as well as over two hundred of our free-to-enter outdoor sites. We continued to bring history to life through our magazine and handbook, along with our expanded digital content offerings, including podcasts, activities, web articles, and YouTube videos. In line with the government’s planned phased roadmap, more sites started to reopen, and we held our very first Members’ Week programme of events.

    We’re looking forward to welcoming Members to more of our sites soon as they open over the coming month, and we’re hoping for a packed programme of events for the summer months.

    This year has been a difficult one for millions of people and many businesses and charities around the country, and English Heritage is no exception. We’re hugely grateful for your continued support as we come through these challenging times.

Visiting

  • Are your sites open for visits?

    Almost all our sites are now open, including indoor areas, cafes and shops. There are a few sites where it is not possible to safely reopen the interiors within social distancing guidelines. We hope to re-open these in summer 2021 in line with the Government roadmap.

    You’ll need to book tickets online in advance of your visit. Please check the individual property pages to check opening arrangements, and always bear in mind the latest government advice on travel. Covid-secure measures are in place to help keep everyone safe. Please follow the guidelines on site and be kind and considerate of our staff, volunteers and other visitors.

  • Should I travel out of my local area to visit?

    If you live in an area where the new variant is spreading quickly, please follow government guidelines and avoid travel unless it is essential e.g. for work or education.
    If you have booked to visit a site that is still open but you’re not able to travel due to Covid-19 restrictions, please contact us and we will refund any pre-booked tickets.

  • What measures are in place to ensure it's safe to visit?

    COVID-secure measures are in place to make your visit safe and enjoyable.

    Our staffed sites are ‘Good To Go’ certified, so you can be sure that all necessary measures including social distancing, enhanced cleaning and reduced capacity are in place. You can read more about the steps we’ve taken here.

Booking your visit

  • Why do I need to pre-book my time slot?

    We’re limiting the number of visitors to help everyone follow social distancing guidelines. Pre-booked time slots ensure that visits are spread out throughout the day, and that sites don’t exceed their safe capacity.

  • Can I book over the phone?

    No, we’re unable to take bookings over the telephone at the moment. If you have any issues booking online, please contact us. 

  • Can I book a ticket on the day I want to visit?

    You can book online on the day of your visit if there are still time slots available. To see time slots, click on ‘Book Your Visit’ on the property page of the site you wish to visit. Although the date will be highlighted as orange on the calendar, no time slots will appear until you click on the date you would like to visit.

  • I’ve changed my plans, can I swap my tickets/get a refund?

    If you are a Member you can cancel your free tickets by visiting the customer service area on the SeeTickets website. You’ll need your original booking reference and postcode to login, and you can easily cancel any unwanted tickets from this page. To re-book for a new date and time, just return to the English Heritage website and book a new ticket. If you require any help, please contact us via our online form or using our web-chat facility to speak with one of our team.

    No refunds or changes can be made for any paid ticket.

  • How do I get my ticket?

    You’ll receive your booking confirmation by email. Just bring this with you, either on your mobile device or as a print out. The email will contain a barcode that our team will scan when you arrive. 

  • Why can’t I select the time slot that I want?

    Time slots are offered on a first-come, first-served basis, so your chosen time slot may be fully booked. We only have a limited capacity for each time slot, and some time slots are more popular than others.

  • I am a Corporate member. How do I book a ticket?

    Corporate Members can book free tickets online by selecting the ‘Corporate - Member Admission’  ticket option. Please remember to bring valid proof of your corporate membership scheme when you visit. 

  • Can I book tickets for friends?

    If you are a Member, you can book a time slot for yourself and anyone else included within your membership, as well as children in your family group. Non-Members need to book and pay for their own tickets. Anyone arriving without a pre-booked ticket won’t be able to enter the site.

    Note: there are still restrictions, by law, on how many people you can visit with.

    • Outdoors, people can meet others from different households, though not in gatherings of more than 30 people.
    • Indoors, people can meet in groups of up to 6 people, or as a group of 2 households / support bubbles.
    • 2m social distancing should still be maintained between people who do not live together/are in a support bubble, wherever possible.

    A support bubble is a close support network which links 2 households. If you are unsure and planning to visit with anyone who is not in your household/support bubble, always please check the government’s latest guidance before booking.

  • Can I visit in a group?

    There are still restrictions, by law, on how many people you can visit with.

    • Outdoors, people can meet others from different households, though not in gatherings of more than 30 people.
    • Indoors, people can meet in groups of up to 6 people, or as a group of 2 households / support bubbles.
    • 2m social distancing should still be maintained between people who do not live together/are in a support bubble, wherever possible.

    A support bubble is a close support network which links 2 households. If you are unsure and planning to visit with anyone who is not in your household/support bubble, always please check the government’s latest guidance before booking.

Paying for your visit

  • What is a Concession?

    Students with NUS cards and those aged 65 and over are eligible for Concession tickets. You’ll be asked to show proof of eligibility - without it you’ll be charged the full price.

  • How do I get a group discount?

    Bookings for 11 or more people qualify for a group discount, as long as they’re paying together. Please note that all non-education groups must separate into their household, support bubble or party of 6 on arrival and for the duration of their visit.

  • Is there a student discount?

    Yes, students with NUS cards are eligible for Concession tickets. You’ll need to show your card when you arrive - without it you will be charged the full ticket price.

  • Why are tickets priced differently on different days?

    At 13 of our sites we’ve introduced peak, standard and off-peak tickets to help manage visitor numbers at the most popular times of year, and on the most popular days of the week. New lower price off-peak tickets are available at quieter times, making them ideal for those visitors who prefer more peace and quiet, and to explore the site at their own pace.

     

  • Why are events priced differently on different days?

    We now offer peak, standard and off-peak tickets, which all have different prices. On event days we add a supplement to the main ticket price, so the price will depend on whether the main ticket is priced as peak, standard or off peak.

On-Site Experience

  • Can I visit with more than 6 people?

    There are still restrictions, by law, on how many people you can visit with.

    • Outdoors, people can meet others from different households, though not in gatherings of more than 30 people.
    • Indoors, people can meet in groups of up to 6 people, or as a group of 2 households / support bubbles.
    • 2m social distancing should still be maintained between people who do not live together/are in a support bubble, wherever possible.

    A support bubble is a close support network which links 2 households. If you are unsure and planning to visit with anyone who is not in your household/support bubble, always please check the government’s latest guidance before booking.

  • What does my ticket give me access to?

    To help keep all our visitors, staff and volunteers safe we have had to make changes at some of our sites, so there may be different routes to follow, and some parts of a site might not be open. We’ve detailed all the main changes on the individual site pages of our website, so do please check before you visit.

  • Can I turn up on the day?

    No. You’ll need to book your ticket before you arrive at a site. However, you can book online on the day of your visit if there are still time slots available.

  • What if I miss my time slot?

    We’ll do our best to fit you in if we can, but if we’ve reached capacity for the time slot when you arrive, you will have to wait until the next available time slot.

  • I’ve forgotten my booking confirmation - can I still get in?

    No. You can show us your booking confirmation as a printout or on your mobile device, but without it, we won’t be able to let you in. For the sake of everyone’s safety, we need to be really careful that we only admit visitors with a valid booking confirmation.

  • I am disabled, can I bring a helper?

    Yes, you can bring a companion or helper for free. Please select a ‘Essential companion’ ticket when you book for your companion. Check the webpages of each individual property for more information about access.  

  • Will your cafes and tea rooms be open and do I need to book a table in advance?

    Yes, our cafes and tea rooms will be open and will offer eat-in and takeaway hot and cold beverages, as well as light snacks. Where safe to do so, we will have indoor seating available. Some sites may also have covered external seating where it has been possible to do this. You do not need to book a table but will be required to provide your details for the NHS Test and Trace scheme, or check in using the NHS Covid-19 App and the NHS QR code on site.

  • Do I have to wear a face covering?

    In line with government guidelines, face coverings must be worn in all our indoor public spaces including free sites, modern and historic indoor buildings, and our indoor shops, cafés and tearooms. They are also mandatory when using our on-site visitor transport. We won’t be able to give you a face covering, so please come prepared so you don’t miss out.

  • Are you taking part in the NHS Test and Trace scheme?

    Yes, we’re required by law to request and record the details of everyone aged 16 and above who visits one of our staffed sites. We require a name, phone number (or email, or address if a number isn’t available) and the time and date of the visit. For most of our visitors, this information is gathered during the booking process, but it can also be shared with us on site by using the NHS Covid-19 App and the NHS QR code on arrival. An alternative paper system is also available.

    Customers using our tea rooms and cafés will have to sign in using the separate NHS QR code or the paper system, regardless of whether they have already provided their details at the time of booking or on entry. This is a legal requirement, so we will refuse entry to people who do not sign in.
    Please see the NHS Test and Trace Privacy Notice on our website.

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