Derngate chief executive thanks customers for understanding as theatre deals with more than 40 postponed shows

Since the Royal & Derngate announced earlier this week that it was closing its doors due to coronavirus, staff have been working tirelessly to rearrange shows and inform customers.

More than 40 shows have had to be postponed and rearranged meaning thousands of customers will have tickets changed or will be given a refund.

Jo Gordon, chief executive of the theatre, is now asking customers to be patient as her team works its way through a long list of people to contact.

She said: “Our box office team is doing an extraordinary job. We’re taking it day by day and talking to all customers individually.

“We can’t give people a specific date when we’ll contact them by. We are asking customers to be patient.

“To get through all customers for all the cancelled shows is a process that will take a couple of weeks not a couple of days.”

Where possible, the Derngate team is rearranging shows for later in the year and is hoping they will not have to completely cancel many.

Jo added: “We’ve had a brilliant set of results so far, moving most of the shows to the autumn.

“Most customers have gladly just moved their tickets across and we will welcome them back in the autumn.

“We have lost a few shows, but generally that has been because the whole tour has been pulled.

“In these cases we have reached out to customers to see if they want a credit note of a refund.

“If everybody wanted every bit of money back refunded right now that would have a massive impact on us as a business. We’re being transparent and open with customers.

“Most customers are being great and taking a credit note, which gives us confidence in our business and the generosity of people has been absolutely brilliant too in terms of donations.”

Royal & Derngate is expected to remain closed until at least May 11, although the chief executive says they will extend this date if and when they need to.

Despite the lengthy closure, Jo is confident that there is enough work for the staff at the moment.

She said: “Our staff are, wherever possible, being encouraged to work from home. We do have a few teams that are in.

“We usually have a four-week period in August that we call the dark period. This is when we get maintenance work done, like deep cleaning, repairing seats and working on the stage floor.

“So we’re doing some of that work now and we’ve got some of the front of house staff in working behind the scenes and on reduced hours.

“They’re pulling out old costumes for sale and sorting props and set furniture.

“They are all following NHS guidance.

“We’re waiting for the announcement from the treasury so we can see how we can support staff going forward, but we have a lot of need for staff at the moment.”

The Derngate’s community activities and projects have also had to be cancelled, but Jo explained that they are hoping to set up their masterclasses and workshops for young people online, as well as starting a digital choir.

Jo is also urging customers to keep an eye on the theatre’s social media channels where they will be thinking of creative ways to keep in touch.

To find out more details about when shows have been rearranged for, how to donate to the theatre and how to find their social media, visit the Royal & Derngate website.