FAQs

TRAVEL

We are located above The Gatehouse pub at 1 North Road, N6 4BD with several transport links to the venue. It is a large Tudor building on the junction of North Road and Hampstead Lane.

Depending on when you arrive, entry will be from inside the pub or directly from the street through our front doors.

Please visit our Finding Us page for detailed information about how to locate the theatre.

Yes! There is free parking after midday in residents’ parking bays throughout Highgate Village. There are also several Pay-and-Display bays available. 

Parking is permitted on single yellow lines after 6:30pm on weekdays and all day on weekends, but please check roadside signs.

Highgate Station, on the High Barnet branch of the Northern Line, is a 14-minute walk from the theatre. 

Archway Station, on the same branch, is slightly further away but there are several buses which you can then catch to the venue.

The Gatehouse pub below the theatre has a great reputation for its food offering. They even offer a special pre-show package of two courses for £21.50 between Tuesday and Saturday. You can find out more about the pub by clicking here.

Please be sure to book in advance and allow 90 minutes for your meal as this can be a busy time.

TICKETS

You do not need to bring a physical or digital ticket to the theatre.

Upon entry, we’ll just ask to confirm the surname on your booking.

We offer Concession tickets to those aged 65 and over; under-18s; students; Equity and MU members; and those who are registered disabled.

You are not required to provide proof of eligibility for any of these criteria–we’ll take your word for it.

Latecomers will be admitted at a suitable break in the performance so as not to interrupt the show.

If it would be disruptive to seat you in your preferred seat, you may be required to sit elsewhere. 

Please note that admission to latecomers is at our discretion and not guaranteed. If you are not admitted, your ticket will not be refunded. The latecomers policy is subject to change for each show and at the producer’s request.

Yes! We are proud partners of Theatre Tokens and accept them for all of our shows. Please note that Theatre Tokens must be redeemed in-person or over the phone. You cannot purchase tickets with Theatre Tokens online.

You can also purchase Theatre Tokens at the box office and we can help you top-up (or check) the balance of your Tokens either in-person or over the phone.

Please note that tickets purchased with Theatre Tokens are subject to the same refund policy as all other tickets.

Seating is unallocated meaning that you don’t select a seat when you purchase a ticket. Outside of reserved seats (indicated by signs on the chairs themselves), you are free to sit wherever you like. Please note that parties may be split if you arrive after the house has already filled up.

The only exception to this is our Back Row scheme which is available to our Upstairs at the Gatehouse Old Friends as a benefit. 

If you have access requirements which would mean that certain seats are more suitable for you, please let us know in advance and we will do our best to accommodate.

If the performance you’re trying to book for is sold out, you can join the waiting list.

Simply click on the performance (which will have a line through the time indicating that it is sold out) and you’ll see a button that says ‘Join the waiting list?’ which takes you to a quick form. If someone returns their tickets, we will contact people on that list in the order that they joined it to offer the tickets to them.

It may also be worth calling the Box Office on the day of the performance on 0208 340 3488 to check if we have any last-minute availability.

No! Although this means you’ll have to write your details in every time you buy tickets.

When you’re checking-out, you’ll be presented with three options. The third of these allows you to check-out as a guest which won’t require making an account. Be sure to scroll down if you can’t see it.

At the discretion of the venue and subject to availability, we may be able to move your booking to another performance.

Please contact the Box Office to discuss.

As regular theatregoers ourselves, we understand that booking fees are a real annoyance.

The reason we charge them is that we have to use the services of three different companies just to sell tickets remotely:

  1. The Ticket Retailer: this is the platform through which we operate our Box Office and the one you interact with when you book online. 
  2. The Gateway: this is the company which assures the validity of the payment method you use to buy tickets with.
  3. The Acquirer: they handle the actual transfer of money from your now authorised payment method to us.

Each of these stages incurs a separate cost:

  1. The Ticket Retailer takes 3% + VAT of the sale price of the ticket,
  2. The Gateway fee is roughly 12p per transaction,
  3. The Acquirer fee is 1.4% of the sale price for tickets bought on credit cards and 0.68% for those bought with debit cards.
As a rough example, on a £20 ticket we might expect 72p to go to The Ticket Retailer, 12p to The Gateway, and 28p to The Acquirer if the customer is paying with a credit card. That’s a total of £1.12 which is actually more than our £1 booking fee.
 
We do waive booking fees for selected membership tiers of the Upstairs at the Gatehouse Old Friends scheme as a benefit.

Refunds are only available in the event that the performance you’ve booked for is cancelled.

No need to worry. We don’t need to see your ticket. Instead, we’ll just ask for the name on the booking and tick you off our list.

If you have lost your order confirmation and need it for your records, we can re-issue it for you.

ACCESS

We are very sorry but Upstairs at the Gatehouse does not yet have step-free access. We are actively fundraising to improve our accessibility.

There are 17 steps (including a landing) up to the Box Office level and a further three steps up to the auditorium.

We are happy to discuss any access requirements you have and will endeavour to accommodate them to the best of our abilities. Please contact the Box Office prior to your visit or leave a comment in your order. If you require a specific seat, this can also be arranged.

Hearing Loop System

The auditorium is fitted with a hearing loop system. 

Assistance Dogs

If you’d like to bring your assistance dog into the auditorium, please let us know when you book your ticket so that we can reserve an aisle seat and inform you of any special effects in the show which might affect your dog.

If you would benefit from being allowed into the auditorium before the rest of the audience, please arrive 45 minutes early and alert a member of staff who will be able to assist you.

Yes! Access concessions are available to all of our shows. We also provide a complimentary essential companion ticket to those who require them.

Please contact the Box Office on 020 8340 3488 or at gatehouse@chromolume.co.uk to organise access tickets.

Any dogs trained under an Assistance Dogs International organisation are welcome at the theatre.

If you’d like to bring your assistance dog into the auditorium with you, please leave a note when you book or give us a call. This is so that we can reserve you an aisle seat and inform you of any special effects which might affect your dog.

Alternatively, you can leave your assistance dog with our Box Office team.

The Gatehouse pub is also dog-friendly!

There are a few different sizes, but our main seating bank consists of seats with about 43cm of space.

In our main seating bank, there are several rows with lift-up armrests that can fold out of the way for your comfort. Side banks do not include armrests.

Please see this excellent video for more details, and get in touch with us if you have any further questions or would like us to reserve specific seating.

MISCELLANEOUS

The theatre will usually open 30 minutes prior to the performance and this is when we recommend you arrive.

Once the auditorium is open, seating is allocated on a first-come-first-serve basis.

Once the show has started, you will have to wait for an appropriate time to be admitted and will not get a choice of where to sit. Admission to latecomers is also not guaranteed.

If you need to leave the auditorium during the performance, we will readmit you if possible at the earliest opportunity.

Depending on where you are sitting and the show in question, you may not be able to re-enter until the interval. You may also have to move to a different seat if returning to your original one would be disruptive.

We have a rail on which you can hang coats if you’d prefer not to take them into the auditorium. All items are left at your own risk.

Food is not permitted in the theatre, so please eat at the pub downstairs before the show. 

You are welcome to bring in drinks, but we ask that you take your glasses back down with you. 

Unless encouraged to by the performers, please refrain from singing along as this can be distracting and disruptive to other audience members.

We will keep any lost property in the Box Office for one month. If you have lost something, please give us a call.

There is no specific dress code.

Thanks for asking! 

Please consider joining one of the tiers of our Upstairs at the Gatehouse Old Friends programme which provide a wide range of benefits as thanks for your support. 

We are also always on the lookout for Volunteer Ushers to help out with shows in exchange for a free ticket.

Information about running-time for each show is available in our What’s On section.

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