Hirers Post-Booking Guide on lo:live: From Booking to Activation | Step-by-Step Process

Shortly after your booking is confirmed, you'll be introduced to your Delivery Manager. This person is your single point of contact for everything that follows.

They know your location, understand the requirements, and will proactively guide you through each stage rather than waiting for you to ask.

Think of them as your activation partner. They'll be with you from the moment you're onboarded right through to the day you go live and beyond

Access Pack is a complete guide to entering and operating at your specific location. This covers access routes, service yard information, bollard controls, sign-in procedures, security contacts, and everything else you need to physically get into the site and start your build.
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Operations Email is a detailed breakdown of the operational requirements for your location. This includes what's permitted on site, what documentation you need to submit and by when, power availability, vehicle rules, height restrictions, DJ and music policies, and any rules or restrictions that are unique to your site.
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As part of this email, your Delivery Manager will outline every document you need to submit before activation can begin. The exact requirements vary by location, but the following are standard across almost all sites.
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Public Liability Insurance (PLI) with a minimum cover of £10 million. This is required from all suppliers, including installation contractors, staffing agencies, photographers, and videographers.
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Fire Risk Assessment must be completed and specific to your activation site.
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Fire Certificates for all stand materials, furniture, and fittings. These must meet Class 0 standard under the Building Regulations. Class 1 may be accepted if the materials have been treated with a flame-retardant solution. This often needed when the space is internal
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Production Schedule providing a full breakdown of your build, live operation, and de-rig timings.
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PAT Certificates are required for all electrical equipment that is over 12 months old. Items purchased within the last 12 months may use purchase receipts in lieu of PAT certificates.
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Vehicle Information must include full details for every vehicle involved in your activation, including the driver's name, registration plate, vehicle type, and expected arrival time.
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Main Point of Contact means the named person responsible on the day, along with an emergency contact number.
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Number of Brand Ambassadors, giving a total count of all BAs who will be on site during the live period.
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Power Requirements with a clear breakdown of all power you'll be drawing, including equipment specifications.
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Deadlines matter. Documentation deadlines are typically two to four weeks before your activation date and vary by location. Submitting late can delay your permit being issued, which in turn delays your ability to access the site. Your Delivery Manager will confirm the exact deadline for your location, so make sure you're prepared well in advance and aim to submit everything at least a few days early.
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Every location is different. Do not assume that rules from one site apply to another. Always refer to the specific materials your Delivery Manager sends you, and check your location listing for the full details.

Every location has an Install Pack available to download directly from the campaign page. Your Delivery Manager will also share it with you as part of your onboarding. Think of it as your on-the-ground handbook for that specific site, a practical step-by-step reference you can take with you on the day.

Your Install Pack covers how to enter the location (including access routes, service yard entry points, bollard controls, and intercom instructions), how to carry out your installation (build sequencing, vehicle access routes, service lift dimensions, and floor loading restrictions), every document required to gain access to the site, what is and isn't permitted (covering power usage, DJ and music policies, vehicle types allowed, height restrictions, and any activities requiring prior approval), the sign-in process (including where to go on arrival, who to call, and how to collect your permit), and security requirements (including whether overnight security is needed, what the location's own team covers, and what falls to you).

We recommend reading your Install Pack thoroughly before your build date and keeping a copy accessible on the day. If anything in it is unclear, raise it with your Delivery Manager or on your onboarding call.

Once you've had a chance to review your Access Pack, Operations Email, and Install Pack, an onboarding call can be arranged to walk through everything together. This can work both ways. Either your Delivery Manager will book the call for you, or you can request one yourself at a time that suits you. Whichever way it happens, the purpose is the same: to make sure you have everything you need to enter the location and activate with confidence.

The call is your opportunity to ask questions, clarify anything you're unsure about, and go through any site-specific details that need explaining. Your Delivery Manager will ensure that by the end of the call, you have a clear understanding of the access process, your documentation requirements, the build schedule, and anything else relevant to your activation.

This is especially recommended if it's your first time activating, if you're working with a complex site, or if you have a large team that needs briefing. Everything discussed on the call will already have been sent to you in writing, so you'll have it all on record.

Some locations require a site visit before activation can take place. This is typically needed when a site has specific access constraints, internal routing challenges, or when the landlord wants to meet the team and sign off on the setup plan before granting full approval.

Your Delivery Manager will let you know early on whether a site visit is required for your location. If it is, you have two ways to arrange it. You can speak to your Delivery Manager directly and they'll guide you through the booking process and let you know what to expect on the day. Alternatively, you can request it yourself through the chat interface on the Location Provider portal.

Site visits are a valuable opportunity to walk the space, understand the access route, check dimensions, and flag any potential issues before your build date. Even where a visit isn't mandatory, if one is recommended we'd encourage you to take it.

Every location requires a valid access permit before you or your team can enter and begin any work. This isn't something you need to chase yourself. Your Delivery Manager will work with the location on your behalf to process the permit for every site you need to activate in.

You must not enter the location or begin any works until your permit has been issued and confirmed. Commencing works without a valid permit may result in you and your team being refused entry to the site entirely. Some locations are very strict about this and will turn teams away at the gate.

Once your permit is confirmed, you're cleared to enter and your build can begin.

You won't be left to figure things out on your own during the build and live period. Your Delivery Manager will continue to follow up with you in the lead up to your activation date and will be available on call throughout your build and activation to help with anything that comes up.

This includes things like power supply problems or connection issues, installation challenges on site, access or security queries, permit or documentation questions that arise on the day, and coordinating with the location's own control room or management team.

If something goes wrong during your activation, your Delivery Manager is your first call.

Once you're live and your activation is running, we'll be in touch to gather your feedback on how the process went. This helps us continuously improve the experience for hiers and address any friction points in the journey.

If any issues arose during your build, activation, or with the location itself, report them to us and we'll take them up directly with the Location Provider on your behalf. You don't need to manage that relationship yourself. We'll handle it.