The Still Room, operated by Sawtooth Studios Ltd
Version: March 2026 v2
Effective date: March 2026
Next review date: March 2027
Address
Venue: The Still Room, Suite 9D, Keswick Hall, Keswick, Norwich, NR4 6TJ
Contact
General enquiries: info@thestillroom-norwich.co.uk
EDI and accessibility: edi@thestillroom-norwich.co.uk
Safeguarding: safeguarding@thestillroom-norwich.co.uk
Telephone: 01603 517 717
Post: Sawtooth Studios Ltd, Suite 9D, Keswick Hall, Keswick, Norwich, NR4 6TJ
Introduction
The Still Room is operated by Sawtooth Studios Ltd and provides a rehearsal, meeting and event space within Keswick Hall in Norwich.
Sawtooth Studios Ltd is committed to maintaining a respectful and professional environment for everyone using the space. If concerns arise relating to activities, behaviour or the use of the venue, they should be raised so that they can be considered and, where appropriate, resolved.
This procedure explains how complaints relating to The Still Room may be submitted and how they will be handled.
Scope of the Procedure
This procedure applies to concerns relating to:
- activities taking place within The Still Room
- conduct of individuals using the space
- the use or management of the venue
- accessibility or inclusion concerns
- the behaviour of participants, organisers or visitors
Where a concern relates specifically to safeguarding, it should be reported in accordance with the Safeguarding Policy and directed to safeguarding@thestillroom-norwich.co.uk.
Where a concern relates to accessibility, equality or inclusion matters, it may also be directed to edi@thestillroom-norwich.co.uk.
Activities Delivered by External Organisers
Many activities taking place at The Still Room are organised and delivered by external facilitators, artists or organisations who hire the space.
Where a concern relates to the delivery, content or organisation of a specific activity, participants should normally raise this directly with the organiser responsible for that activity. Sawtooth Studios Ltd provides the venue for such activities but does not supervise or manage the delivery of sessions organised by external hirers.
Concerns relating to the use of the venue, behaviour within the space, accessibility, safety or the conduct of activities within the building may be raised with Sawtooth Studios Ltd in accordance with this procedure.
Informal Resolution
Where possible, concerns should be raised informally in the first instance. Many issues can be resolved quickly through clarification or discussion. Individuals are encouraged to contact Sawtooth Studios Ltd to discuss any concerns before submitting a formal complaint.
Formal Complaints
If a concern cannot be resolved informally, a formal complaint may be submitted in writing.
Complaints should include:
- name and contact details of the person submitting the complaint
- a clear description of the concern
- relevant dates, times or circumstances
- any steps already taken to address the issue
Complaints should be sent to info@thestillroom-norwich.co.uk. Complaints relating to equality, diversity, inclusion or accessibility may also be sent to edi@thestillroom-norwich.co.uk.
Acknowledgement and Response
Sawtooth Studios Ltd will acknowledge receipt of a formal complaint within five working days.
A substantive response will normally be provided within twenty working days of acknowledgement. Where the nature of the complaint requires additional time, the individual submitting the complaint will be informed and given an indication of when a response can be expected.
Where additional information is required in order to consider the complaint fully, further contact may be made with the individual submitting the complaint.
Outcome
Following consideration of the complaint, Sawtooth Studios Ltd will set out its findings and any steps it considers appropriate in response to the concerns raised.
This may include:
- providing clarification or explanation
- taking practical steps to address an issue
- reviewing operational procedures
- setting expectations for future use of the venue
Where a complaint relates to the conduct of individuals using the space, Sawtooth Studios Ltd may take appropriate action in accordance with the venue’s policies and Terms and Conditions of Hire.
Further Recourse
If an individual is not satisfied with the outcome of a complaint, they are free to seek independent advice or to pursue any other legal remedies available to them. Sawtooth Studios Ltd’s response does not limit or affect any rights the individual may have under applicable law.
Building Services and Technical Issues
The Still Room is located within Keswick Hall, a shared building. From time to time, technical or building-related issues may arise that are outside the direct control of Sawtooth Studios Ltd. These may include interruptions to Wi-Fi services, heating, power supply, lift availability or other building systems.
Where such issues occur, Sawtooth Studios Ltd will make reasonable efforts to liaise with building management and communicate relevant information where possible.
Website and Booking Enquiries
Booking enquiries and information about The Still Room may be provided through the website or by email. From time to time, technical issues may affect the website, online forms or email communication. Sawtooth Studios Ltd cannot guarantee uninterrupted availability of these systems.
Individuals experiencing difficulty submitting a booking enquiry or accessing information through the website are encouraged to contact Sawtooth Studios Ltd directly at info@thestillroom-norwich.co.uk.
Respectful Conduct
Sawtooth Studios Ltd expects that complaints will be raised in a respectful and constructive manner. Abusive, threatening or discriminatory communications will not be tolerated.
Review
This procedure will be reviewed annually and updated where operational or organisational changes require it. The next scheduled review is March 2027.