Terms & Conditions of Hire

1. Responsibilities of the Trustees

The Trustees are responsible for making sure all furniture, electrical equipment, and other items are safe and in good condition and make sure Hirers can have access to the Hall. Cleaners are employed to routinely keep the hall and its surroundings clean.

2. Responsibilities of the Hirer

The Hirer or their named representative must be present throughout the event.

The period of Hire cannot extend beyond 23.30 hrs, nor must more than 100 persons occupy the Hall at any one time.

The period of hire must include setting up and clearing away time.

Only the activities specified on the Booking Form may take place.

The Hirer will ensure that the Hall and all furniture, fittings and equipment are used properly and with care and it shall be the responsibility of the Hirer to compensate the Trustees in respect of any damage caused, accidentally or otherwise, to any item in the Hall and its environs whilst they are under the control of the Hirer.

At the end of the Hire the Hall must be vacated and its facilities left in the clean condition in which they were taken over.  Failure to do so will incur reasonable charges for any additional cleaning required.

Any items that are attached to the building must not cause damage. (Screws, sellotape and blu-tak all damage paint and plaster). The Hirer will be required to compensate the Trustees for the cost of repairing any damage. 

It is the Hirer’s responsibility to ensure any electrical appliances brought into the Hall for use by the Hirer are safe and fit for purpose.  

Please note:

  • Exits must be kept clear of obstruction.

  • Use of any naked flames is strictly prohibited.

  • Music must not be played so loudly that it can be heard outside the Hall thereby causing a nuisance to nearby residents.

  • Pedestrians and nearby residents must not in any way be inconvenienced.

  • Any accidents, breakages and damage must be reported to the Bookings Manager as soon as practicable.

  • There is no dedicated car parking facility.  Please do not park on the pavement.

  • Bouncy castles and other inflatables are not permitted.

  • The wearing of stiletto heels is not advisable within the Hall.

The Hirer has no right of occupancy beyond that which is agreed in the Hirer’s booking form.

3. Insurance

The Trustees will ensure that all Hirers and Users of the Hall and its facilities are covered by insurance in respect of their public liability for any claims arising out of the proper and appropriate usage of the Hall and its facilities.

Hirers will be permitted to use their own equipment, such as stage scenery, stage properties and musical instruments, provided that the Hirer has insurance to cover the usage of such items and that it does not contravene any other conditions of hire.

The Trustees will not accept responsibility for any claims arising from the use of equipment which is not owned by them.

4. Hire Conditions, Charges, Heating and Other Facilities

The acceptance of any booking is at the discretion of the Trustees.

Parties comprised solely or substantially of persons between the ages of 12 and 25 will not be accepted.

Hirers must pay the charges for the hire of the Hall per half hour and any part half hour, and the charges for additional facilities. The current charges are shown on the Booking Form.

The Trustees reserve the right to review and amend charges.  Any changes will be notified in writing to the Hirers.

Additional facilities for bona fide stage productions are available by special arrangement.

A portable sound system for use by Hirers is available on the left-hand side of the stage. It allows for voice reproduction via a microphone and music reproduction from an iPhone or CD. Please advise if radio microphone(s) are required. Operating instructions are with the system.

The full lighting and sound system is available on application.

The radiator heating of the Hall is controlled remotely by the Booking Manager. It is not possible for Hirers to alter this heating other than by contacting the Booking Manager.  Under no circumstances must Hirers touch any of the controls on the radiators as this may cause the system to malfunction.

Additional Hall heating by overhead infrared heaters is available at extra cost by coin meter (see white wall-mounted cupboard to the right of the stage). The Hirer will require £1 or £2 coins to use these heaters.

Tables and chairs may be hired for use elsewhere (i.e. other than in the Hall) at a charge of £2 per table and £0.25 per chair per day.

Fourteen days’ notice must be given of the cancellation of a period of hire, otherwise the Hirer remains liable for the hire charge.

5. Alcoholic Drinks, Smoking (incl All Vaping Products) and Illegal Drugs

Alcoholic drinks may be consumed but they must NOT be supplied for sale within the Hall unless permission is given by the Trustees and the appropriate licences have been obtained by the Hirer and sent to the Booking Manager and accepted by the Trustees.

At any event booked at the Hall, the excessive consumption of alcohol, the smoking of tobacco, the use of vaping products and the use of illegal drugs are NOT permitted in the Hall and its environs by anyone attending the event.

6. Personal Property

Hirers are requested to ensure that all items of personal or organisational property are safeguarded.  The Trustees do not accept responsibility for any items of property left in the Hall or its environs.

7. Music Licences

A PRS (Performing Rights Society) licence is required when music, for which there exists a copyright, is played or performed for the public. 

This applies to both live and recorded music and thus applies to music, whether songs or instrumental, which is played or performed at concerts, shows, discos, dances and the like and includes incidental music, such as that which is played during the intervals of shows, in a musical quiz, or as background to exercise or meditation.

The hall has a licence that covers charitable events, only.

Individuals or organisations that are earning a commercial income from their use of the Hall are not covered by the Hall’s licence. In these instances, the Hirer will require their own PRS and/or PPL (Phonographic Performance Limited) licence prior to using the Hall for their event / group.

Please contact the Booking Manager if you want to check if you are covered by the Hall's licence.

8. Public Entertainments, Other Licences and Legislation

The Trustees hold a Public Entertainments Licence issued by Malvern Hills District Council in respect of the Hall.  This authorises public music, dancing and other entertainments.

If a stage play is to be performed, an occasional Theatre Licence is required.  This will need to be obtained from the local authority be the Hirer.  Twenty-eight days’ notice needs to be given; therefore, the Hirer must supply the necessary details to the Trustees at least five weeks prior to the first performance.

The Hirer must ensure that they are aware of and comply with all current legalisation relating to their activity.

9. Safety and Emergencies

For bookings of more than 20 persons. There should be at least two stewards appointed who should be instructed as to their duties in an emergency and available whilst members of the public are on the premises.  Hirers and their stewards should make themselves aware of the location of the First Aid Box, Accident Book, exits, the fire assembly point, the fire alarm points, the fire extinguishers and how to operate them. 

The maximum number of persons allowed in the Hall at any one time is 100.

The individual Exit Lights must each be switched on and Fire Exits must be unobstructed during the period of hire.  

10. Rubbish and Hygiene

Rubbish must be taken home and not left inside or outside the Hall. 

Any hygiene guidance notes displayed in the Hall and its environs must be adhered too.

No animals, except recognised Assistance Dogs, are permitted in the Hall and its environs.

11. Problems

In the event of a breakdown of electrical or other equipment, Hirers must NOT attempt to make repairs but should telephone the Buildings Manager.

12. Keys

Keys to the Hall should be collected from and, immediately after the period of hire, must be returned to the Bookings Manager or as advised. 

13. Safeguarding

The Hirer must ensure that all legal requirements of safeguarding are properly and fully implemented.

14. Serious Incident

The Trustees have approved a Serious Incident Policy, and this is on the website.

Hirers must immediately report any serious incident to the Bookings Manager.

15. Complaints

The Trustees have approved a Complaints Policy and this is on the website.

Any complaint should be made by the Hirer to the Booking Manager in the first instance.

Complaints Procedure

Objective of Procedure

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

  • To make sure that all Trustees know what to do if a complaint is received

  • To make sure all complaints are investigated fairly and in a timely way

  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired

  • To gather information which helps us to improve what we do.

The Trustees view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Malvern Wells Village Hall.

Where Complaints Come From

Complaints may come from any person or organisation who has a legitimate interest in Malvern Wells Village Hall.

A complaint can be received verbally, by phone, by email or in writing.

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

How to Make a Complaint

Written complaints should be sent to Malvern Wells Village Hall, 205 Wells Road, Malvern, WR14 4HF or by e-mail at mwvhbookings@gmail.com

Verbal complaints may be made by phone to Ian Burrage, Chair – Malvern Wells Village Hall Trustees on 01684 578238 or in person to any Trustee of Malvern Wells Village Hall.

Receiving Complaints

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint

  • Take the complainant's name, address and telephone number

  • Note down the relationship of the complainant to Malvern Wells Village Hall

  • Tell the complainant that we have a complaints procedure

  • Tell the complainant what will happen next and how long it will take

  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to the Chair of Malvern Wells Village Hall Trustees within 7 days.

On receiving the complaint, the Chair should make note of the date and time of receiving it in the next available committee meetings minutes. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within 7 days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this Complaints Procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at a meeting of the Trustees.

The request for Trustee level review should be acknowledged within 7 days of receiving it. The acknowledgement should say when the complainant can expect a reply.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Trustees decide it is appropriate to seek external assistance with resolution.

External Stage

The complainant can complain to the Charity Commission at any stage.

Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk/publications/cc47.aspx

Variation of the Complaints Procedure

The Trustees may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Approved by the Trustees: 5 November 2024