Frequently Asked Questions

COVID, Your Safety is our first priority


SERVICE

Which sites are open? Last drinks orders will be at 10pm, we request all our guests to leave by the closing time of 11pm.

What hours are they open? Some of our opening times may be slightly different whilst we continue to operate with social distancing policies in place.  While we are trying to keep our websites as update to date as possible, for the most accurate opening times please call the restaurant or pub directly, or again check the Facebook site.

Are bookings being taken? Yes, we highly recommend that if you want to visit one of our restaurants/pubs, that you book ahead to make sure that we can accommodate you and your family safely.

Where are bookings being taken? To make a booking you can book online via the website, or app if the restaurant has one. Alternatively, you can contact your local restaurant directly.

Are walk ins allowed? Whilst we will always try and accommodate walk ins, due to social distancing measures this may not always be possible, or may incur a long wait. We strongly recommend for your own convenience that you book ahead. We take bookings on the day so even if it’s a last minute treat it's worth booking ahead.

How are you supporting the Test & Trace scheme? As well as fully supporting the Government’s NHS Test & Trace scheme, it’s really important that we continue to collect our own Test and Trace data. By doing this we will be able to contact any affected guests and team members as quickly as possible in the event of a COVID outbreak. So when you visiting us you'll be asked to scan a QR code to register your contact details. Your data will not be used for any other purposes and will be disposed of securely within 21 days of your visit.

Do I need to wear a facemask? It is mandatory for all guests and team members* to wear a face covering when moving around our bar or restaurant.

  • It is not necessary to wear a face covering when seated at your table.
  • This does not apply to children under the age of 5 in Scotland and 11 in Wales or to guests and team members with medical exemptions

Thank you for your cooperation

*Not applicable for team members who don't work in close proximity to our guests or those operating behind a screen.

Are you offering bar only service as well as food? Yes, you are welcome to come for drinks, however following government guidelines, you will need to be seated during your visit.  We suggest you book ahead to avoid disappointment.

What is the maximum party size? The safety of our guests and team members is our top priority. In order to keep everyone safe we are only able to accept bookings of a maximum of x6 people.


Children and babies need to be included in the maximum number per booking as per above, except in Scotland for children under 12 years of age.​

If the number of people in your household exceeds the maximum numbers above, please contact your local Harvester to make an enquiry about a larger booking.

Is your beer garden open? Our beer gardens will be open but social distancing measures will be in place to make sure everyone can enjoy them safely. We remind guests that we operate a full table service only in our garden and outdoor areas.

Are you doing takeaway? We offer several different takeaway and delivery options. You can purchase through our apps or online; and a number our sites partner with Just Eat and Deliveroo to offer a to your door delivery service.

Are play areas going to open? For the safety of all our guests, especially the younger ones, and in accordance with government guidelines, all play areas will for the time being, remain closed. 

Are you accepting cash or card only? For the safety of our team we are asking all guests, wherever, possible to pay by card or contactless methods.  We accept, contactless card  payments up to £45, Apple Pay & Google Pay, or you can download our app and pay at the table.

How far in advance can I book? We are taking bookings on a three month rolling basis - check your local pub/restaurant for details.

Are children welcome? Yes, children are welcome when accompanied by adults.  We do however ask that they are supervised at all times and remain seated at the table to allow our teams and guests to safely move about the restaurant whilst observing social distancing.

Are you taking bookings for private parties? We aren't currently taking bookings for private parties. You can send us an enquiry which we will review this as the government guidance changes on group sizes.

HYGIENE

How are you ensuring utensils, glasses and crockery are clean? All crockery and glassware will be brought to the table by your server having been thoroughly cleaned beforehand.

Are you using guards or separators? We have followed all mandatory government guidelines to ensure the safety of our guests, this has meant that we have not needed to separate tables with Perspex screening in majority of our restaurants.

Will your team members be using PPE? If so what? Where appropriate to the role, team members will be using PPE.  All front of house staff have been given the option of wearing PPE whilst at work.

How often is the furniture and touch points being cleaned? We already had a rigorous cleaning policy in place that included regular cleaning checks, these have now all been doubled in frequency as well as adding a number of new policies and procedures to make sure that our environment is as clean and safe as possible.

How often are the toilets being cleaned? Toilet checks and cleaning procedures are being carried out by a designated member of staff every 30 minutes.  If you see any issues whilst using our facilities please make a member of the team aware so this can be rectified straight away.

How often are the kitchens being cleaned? Our kitchens are always cleaned at regular intervals throughout the day, however, we have set in place additional cleaning policies to increase the frequency.

Are team members washing hands frequently? Yes our team members are advised to wash their hands at least every 30 minutes, and after any occasion where they may have come into contact with another person or object of risk.

Are your team members being tested? There are no government guideline for hospitality workers to be tested before returning to work.  We are however carrying out daily health checks before every team members starts a shift.  Anyone presenting symptoms is being asked to immediately self isolate.

What distance are you applying in your table spacing? Our table spacing has been done in line with current government guidelines to ensure the safety of both our staff and guests alike.

One of your staff is heard to be unwell but not taking time off what are you doing about it? All our staff complete a health check survey before starting work.  Anyone presenting symptoms is being asked to self isolate with immediate effect.

If someone who has visited or works at one of your restaurants becomes unwell what are you doing about it? If we become aware that someone has visited one of our sites and subsequently becomes unwell then we will immediately follow the government guidelines in place. Please see our Test and Trace.

What is your covid policy? Is this available to view? Our Covid-19 policy can be viewed on our website.

If specific areas are locked down or have raised R rate will you close? We will follow government/local authority guidelines in that specific area to maintain the safety of guests and staff as well as protecting the local area.

CLOSED SITES

Why is my local still closed? Our teams are working hard to open all our restaurants as safely as possible and this has meant that not all sites can open straight away.  You won't have to wait too long though and we hope to be open very soon!

Are you going to tidy up the grounds of the closed site near me? As soon as we are able to do so; due to government guidelines; we will carry out all essential maintenace and grounds work.

Your site is not reopening how do I get my deposit back? The manager of the site will be in contact with you to arrange this once they are back to work.

APPS/OFFERS

You've extended my stamps/stampcard but my local site is still closed, how am I supposed to use it or gain new stamps? We added extensions to a selected number of stamps and stamp cards that expired during the period of closure, we aren't currently in a position to extend these dates any further. 

TEST AND TRACE

How will you comply with data protection/GDPR rules? In support of the Government’s NHS Test and Trace initiative, when you arrive you’ll be asked to register your details. As well as fully supporting the Government’s NHS Test and Trace scheme, it’s really important that we continue to collect our own Test and Trace data. By doing this we will be able to contact any affected guests and team members as quickly as possible in the event of a COVID outbreak. So when you visit us you'll be asked to scan a QR code or visit our website or App to register your contact details. Data provided to us as part of your booking may also be used, and shared with third parties, for the purpose of administering the UK Government’s Test and Trace process. Data will only be shared if we are required to make any records available to the health authorities if they wish to follow up on suspected outbreaks, and in such circumstances, it will only be relevant data which is shared. Data will only be used for the additional purpose of Test and Trace for a period of 21 days after the date of visit. After this time, our standard retention rules apply to any personal data we hold.

Where will these details be stored? The process will be to store the information digitally and securely unless it is already stored in our bookings system.

Will these details be held in physical or digital form? It will be held in a digital form.

Who will have access to these details? The information will be retained securely and made available to the health authorities if they wish to follow up on suspected outbreaks through their “Test and Trace” procedures. 

Will a guest be refused entry to one of our businesses if they refuse to share these details? It is now mandatory for guests to provide contact details for Test and Trace purposes, and if this is not provided, we cannot serve you.

Will you require customers to leave their names and contact details, or will it be optional? Every customer or group of customers will be asked to provide contact details.

If a guest booked online and provided contact details will they need to give details again when they visit? In support of the Government’s NHS Test and Trace scheme guests will be required to register their details when they visit us.

Contacting Us

I would like to give feedback on a recent visit

We'd be very grateful to hear about your experience. Let us know your views via the telephone number at the bottom of this page. If it's an urgent matter, please ask for the manager

I have a question about The Brasshaus who do I contact?

Please look through our FAQs which will hopefully answer your question. If not please contact our Guest Care team by calling the number at the bottom of the page

Can I reach you on social media?

Yes, you can find us on social media vis Facebook, Twitter and Instagram. See the bottom of our homepage to find the links.

Dining With Us

How do we book a table?

You can book at The Brasshaus (subject to availability, of course) by making a reservation online or simply by giving us a call.

How far in advance, or how soon, can I make a booking for?

For same-day bookings, you can reserve your table online before 10.30am for lunch and by 4pm for dinner. You can also book up to three months in advance of the date you want to dine. Just pop onto our "Book a table" page, then await your confirmation email. Easy. If you're planning a big get-together or a special occasion, you might want to call us. You'll find the phone number at the bottom of this page.

How do I cancel an online booking?

To cancel an online booking, just click on the link in your booking confirmation email and follow the steps. Please try to give us as much notice as possible.

What is the dress code for The Brasshaus?

We like to think that dining at The Brasshaus is a bit of a treat, and many of our guests like to dress up to celebrate their special occasions. Therefore we have a smart-casual dress code and kindly request that no sportswear is worn when visiting The Brasshaus. 

What time can children dine until?

Children are welcome at all times so there are no restrictions placed on how late they can dine with us.

Where can I find menu prices?

Please visit the homepage and view the menu to see all of the prices

Is there allergen/special dietary information available for guests?

Please see our current menu and talk to a team member about any specific dietary requests. Our chefs will do their best to accommodate you

Is your chicken free range?

Although our chicken breasts are not free-range, we're pleased to confirm that they are Red Tractor Farm Assured

Do you offer a childrens menu?

Young guests are welcome and have their own special menu. Furthermore, highchairs are available on request, and our team members will store away prams or pushchairs for ease.

What ID do I need when visiting to be served alcohol?

Should a guest look under the age of 21, then identification will then be asked for, of which only the following will be accepted:

✔ International passport 

✔ UK or European Union photo-card driving licence (full or provisional)

✔ Proof of age card with 'PASS' accredited hologram

Our Challenge 21 scheme is firmly embedded within the Company. In line with police guidance, our pub teams are fully trained to recognise and accept the above forms of ID.Our Challenge 21 scheme is firmly embedded within the Company. In line with police guidance, our pub teams are fully trained to recognise and accept the above forms of ID.

NOTE

By law it is an offence to sell alcohol to a person aged under 18. Anyone under the age of 16 years must be accompanied by an adult. As a retailer of alcohol, we are mindful of our duty of care to our customers, staff and the wider community. It is therefore Mitchells & Butlers' Company policy not to allow under 18s to consume alcohol on our premises under any circumstances.

 

Where do you source your meat?

Through a carefully maintained relationship between our suppliers and processors, our butchers can guarantee that the Beef we source meets the highest standard of quality and is traceable from field to fork.

Only cattle from assured farms produced to a quality standard mark are used for The Brasshaus with the highest standards of beef farming practices and animal welfare maintained.

Our Offers and News

How do I sign up for The Brasshaus promotions?

We're delighted that you'd like to keep in touch. Simply sign up for all our latest news and offers via the link on our homepage.

What do I do if I haven’t received a voucher?

Please ensure you have signed up to our newsletter and or app , please note that not all guests will receive the same offer at the same time.

What do I do if I haven’t received my birthday champagne voucher?

When you signed up to our newsletter, did you enter your date of birth? If not, find a recent The Brasshaus email and click on the "email preferences" link to update your details. Please allow up to 4 weeks from sign up to your Birthday to receive your voucher. 

How do I unsubscribe from The Brasshaus newsletter?

To stop receiving our news and offers via email, just click on the "unsubscribe" link, which can be found at the very bottom of every email we send to you.

When can I use the set menu?

For set menu offers, as long as you are seated and order between the applicable hours of the offer then you are entitled to the discount. 

Working With Us

Are there any jobs available at your restaurants?

It's great to hear that you're thinking of joining the team. See our jobs page for more info and links to our current vacancies https://www.thegeorgeofharpenden.co.uk/jobs

We are a supplier who are interested in working with you. Who should I contact?

Due to the volume of requests we receive we are unable to deal with unsolicited supplier calls and emails. If you are interested in becoming a supplier of The Brasshauss please send your details in writing to - Procurement Department, Mitchells & Butlers, 27 Fleet Street, Birmingham, B3 1JP

WiFi

What is WiFi?

Wireless internet, or WiFi for short, lets smartphones, tablets, laptops, cameras and all other WiFi-enabled devices connect to the internet using radio waves (via a router).When using a WiFi hotspot, your device needs to have its WiFi capability switched on (it should be somewhere under 'settings' or 'connections'), and you need to be in range of the hotspot.

What kind of WiFi service is The Brasshaus offering?

Here at The Brasshaus we've installed free O2 Wifi at every one of our pubs, making each of them an 'O2 Wifi hotspot'. Unlike many other kinds of WiFi hotspots, O2 Wifi is free – no hidden charges or nasty surprises, just free, fast and easy internet access. And it's available to everyone, whether or not you're an O2 customer. You can sign up for O2 Wifi at any of its hotspots. Once registered, your WiFi-enabled devices will be connected automatically every time you visit an O2 Wifi hotspot. You don't need any passwords or usernames to connect, and using the service won't eat into your mobile data allowance.

How do I access free WiFi at The Brasshaus?

It's simple. Just register your details the first time you access our free service (unless you've already done so at another O2 Wifi hotspot). You'll only need to do this once and you can enter up to five devices. Once signed up, your smartphone, tablet, laptop or whatever WiFi-enabled device you've registered will connect automatically every time you drop by a The Brasshaus (or other O2 hotspot). 

It's easy to get online using our free WiFi:

1)Check that your device's WiFi is switched on

2)Select 'O2 Wifi' from the network list

3)Open your internet browser and follow the sign-up instructions (enter your phone number and the name of the device(s) you're connecting with)

4)O2 Wifi will send you a text message containing a code. Enter this plus a few simple details

5)Your welcome page should appear – you're now connected

What if I can't receive O2 WiFi's text due to lack of mobile coverage?

Just click the 'No mobile coverage' link at the bottom of the page and follow the registration process. You'll be given two hours of free usage to tide you over until you can access your SMS. But you will need to fully register (with the code you've been sent) on your next visit to The Brasshaus or another venue with O2 Wifi.

My signal is weak. What's going on?

The strength of O2 Wifi depends on things like how far you are from the access point (although if you're inside one of our restaurants, that shouldn't be a problem). Or how many people are trying to connect to the same hotspot at the same time. Also, some gadgets connect to WiFi quicker than others.

Where can I get more help and information?

You'll find additional info at o2WiFi.co.uk. Alternatively, call O2 Wifi's customer support line on 0844 4632626, which is open 8am-9pm from Monday to Friday, 8am-8pm on Saturdays and 8am-6pm on Sundays.

Why do I need to register my details?

A number of reasons. One, security – it helps us protect you from nasty viruses and fraud. Two, legally we need to ask people to register some information about themselves before using the service (to comply with European Data Retention directives). This information may be made available to authorities as required, but we won't share your details with any third party companies.

Three, it's simpler. Registering means you don't have to log in when you visit The Brasshaus or any other O2 Wifi hotspot. You'll also get the opportunity to opt in for news and offers from The Brasshaus.

What are the terms and conditions of use?

The terms and conditions for using our free WiFi internet service can be found on the landing page when you connect to the O2 Wifi hotspot at The Brasshaus.

 

How secure is O2 WiFi?

O2 Wifi's wireless network is one of the most secure public access networks. When using it you'll see a personalised welcome page with your name displayed – so when you enter an O2 Wifi hotspot, you'll know that it's genuine.

However, your device will be connected to a public network and, as such, may still be vulnerable. O2 Wifi offers the following tips and precautions to help you to protect your personal data:

1)Look for URLs/addresses starting 'https' when using websites that require logging in (e.g. online email, Facebook or Twitter). The 's' in https means that the page is encrypted and your details are therefore more secure

2)Only enter info like personal banking details once you know the website is secure (look for the padlock icon on your browser, click on it to confirm it is secure)

3)Avoid leaving credit card details exposed on-screen

4)Be careful when responding to emails – avoid divulging any personal or financial details, and remember that your bank will never ask you to send them your password or PIN

5)Avoid 'phishers' (sites that resemble legitimate businesses but are in fact fakes designed to steal your personal details)

6)Install and update well-known anti-virus software and personal firewalls if appropriate

7)Ensure that you turn off automatic log-in facilities and that you log out when your session ends (check that 'Keep me logged in' boxes are not ticked)

8)Use a secure, free VPN to connect to the internet – O2 Wifi recommends http://hotspotshield.com/

9)Ensure that your device is password or pin-protected

10) Don't leave your laptop unattended in a public place. Lock your screen if you absolutely need to leave it

Other

Do you offer charitable donations?

Each of our restaurants makes its own decisions regarding charity and raffle prizes. Just contact the manager of The Brasshaus to discuss it with them directly.

I have been barred from the Restaurant

It is important to us that our pubs and restaurants provide a safe, social and welcoming environment for all our guests. From time to time our pub teams may have to make a decision to bar an individual guest for the safety of our other guests and staff. These decisions are made at the manager's discretion, at a local level and we support their right as responsible license holders to make such decisions. Consequently all decisions are final and cannot be appealed centrally via our Retail Support Centre.

What is your Breastfeeding policy?

We welcome all breast feeding mothers into our businesses.

Does your car park have an electric power point?

Please contact the restaurant directly prior to your visit.

Do you allow dogs in your restaurants?

We allow guide dogs and assistant dogs into our businesses. Many of our pubs allow dogs in their garden areas, but please check with the business before you visit to avoid disappointment.

Do you allow E-Cigarettes in your restaurant?

For the comfort of all our guests Mitchells & Butlers do not allow the use of electronic cigarettes within our premises. Although we realise that the fumes are just vapours and non harmful this is not clearly understood by everyone and can lead to confusion for others. Therefore, to prevent this, we request that guests do not use this product in our premises.