Our Values

At The Drill, we are committed to delivering exceptional live music experiences in a safe, welcoming, and inclusive environment. Our goal is to ensure every guest feels valued, respected, and supported from ticket purchase to event departure.

Customer Service Standards

Our team will:

• Greet all guests professionally and respectfully
• Provide accurate event and venue information
• Respond promptly to customer enquiries
• Resolve issues fairly and efficiently
• Maintain a calm and courteous approach at all times

All staff are trained in customer care and conflict resolution.

Accessibility & Inclusion

We are committed to accessibility and equal access.

• Accessible entry and viewing areas (subject to venue layout)
• Accessible restroom facilities
• Complimentary Personal Assistant (PA) tickets where required
• Clear communication of accessibility features on our website
• Staff assistance upon request

We welcome guests of all backgrounds and identities. Discrimination, harassment, or abusive behaviour will not be tolerated.

Equality and Diversity statement

The Drill (part of the Lincoln College group) strives to treat all its members and visitors fairly and aims to eliminate unjustifiable discrimination on the grounds of gender, race, nationality, ethnic or national origin, political beliefs or practices, disability, marital status, family circumstances, sexual orientation, spent criminal convictions, age or any other inappropriate grounds.

Ticketing & Entry

• Tickets are sold through authorised ticketing partners only
• Entry is subject to capacity limits
• Valid ID is required for age-restricted events
• Re-entry policies will be clearly stated per event
• Late arrivals may be subject to performance restrictions
• Refunds follow the event organiser’s policy unless the event is cancelled or 

Health & Safety

Guest safety is our top priority.

• Audience capacity strictly limited to 500
• Licensed security staff present at all events
• Crowd flow and emergency exits clearly marked
• First aid provision on site
• Compliance with local fire and safety regulations

Guests must follow all safety instructions given by staff.

Behaviour Policy

We aim to create a positive environment for artists and audiences alike.

The following will result in refusal of entry or removal without refund:

• Aggressive or violent behaviour
• Harassment or discrimination
• Excessive intoxication
• Illegal substance use
• Stage invasion or equipment interference

Bar & Alcohol Service

• Operate under licensing laws
• Challenge 25
• Right to refuse alcohol service
• Free drinking water available

Complaints & Feedback Procedure

We value feedback and aim to resolve concerns quickly. Any issues during an event, guests are encouraged to speak to the Duty Manager immediately. After the event, complaints and feedback may be submitted via email.

We aim to acknowledge complaints within 48 hours and provide a full response within 5 working days.

All complaints are logged and reviewed for service improvement.

Data Protection

Customer data is handled in compliance with applicable data protection regulations. Information is used only for ticketing, communication, and marketing (where consent is given).

Continuous Improvement

We regularly review:

• Customer feedback
• Incident reports
• Accessibility practices
• Staff training needs

Our aim is continuous enhancement of the guest experience while maintaining safety and operational excellence.