My Membership

FREQUENTLY ASKED QUESTIONS


We’ve created an FAQ section to help you find out everything you need to know about your membership using questions we have received throughout our closure.

FITNESS MEMBERSHIPS

We have frozen ALL memberships whilst we have been closed and not taken any direct debit payments for health and fitness and swimming memberships during this period.

Now that the majority of our centres are reopen all direct debit payments for health and fitness memberships will automatically re-start. Your price may be reduced if we are unable to offer all of our facilities and services. We will let you know how much your direct debit will be before any payment is taken.

Pre-paid annual memberships have been paused and extended for the length of time we've been closed.

Plus we've added a extra month as a thank you for your patience and loyalty.

For pay monthly fixed term 12 month memberships for health and fitness and swimming, contracts will not be extended, meaning that your contact will still have the same end date regardless of the closure period.

Please discuss with your employer but we will extend your membership end date ensuring you receive your full membership term when the centre re-opens.

We understand some members aren't comfortable coming back to our centres straight away so we're allowing people to freeze their memberships for up to 2 months free of charge. If you wish to freeze your membership this request must be made via email: leisurecentre@servicetsg.com OR call: 01905969619, a member of our team will be happy to assist you. please state the reason for the freeze. In exceptional circumstances, e.g. injury, medical or pregnancy, you may be allowed to freeze your membership for an agreed period (up to a maximum of 6 months) free of charge.

If your local leisure centre is listed below please contact by email or on: 01905969689

  • Attleborough
  • Caluden
  • Chapel
  • Crosby
  • The Forum
  • Hengrove
  • Mulberry Sports
  • Penzance
  • Swaffham

Once your request has been processed you will receive confirmation of whether the freeze period has been accepted or not ( this must be retained as proof). The frozen period does not count towards your minimum membership term. We reserve the right to decline your application and apply an administration fee for dealing with such requests.

After the complimentary 2 months of freezing fee of £5 will be applied per month (up to a maximum of 6 months).

SWIMMING LESSONS

To find out when your swimming lessons restarting please click here.

If your child is already enrolled on our swimming lesson programme you don’t need to book or re-enroll, you’ll just need to check your lesson time on your home portal. To log in to your home portal please click here.

If you’re looking to enrol onto our swimming lesson programme please click here.

We have frozen ALL memberships whilst we have been closed and not taken any direct debit payments for health and fitness, swimming memberships, and swimming lessons during this period.

Once we re-open, all direct debit payments for swimming lessons will automatically re-start. We will let you know how much your direct debit will be before any payment is taken.

Unfortunately, no. We have long waitlist for our programmes and therefore cannot hold spaces. Freezes are allowed if your child has a medical reason and a doctors note can be provided.

Please arrive to your swimming lesson five minutes before the session starts.

We recommend you arrive "pool ready" with your swim suit on underneath comfortable clothes.

If you’re coming for a swim we ask that you arrive for your swim changed and ready to go, and just use the shower before you enter the pool. After your swim you will have access to a changing room for a monitored time, please make sure you’re courteous to other swimmers by socially distancing in these areas.

Yes, we have created a list with "back to the pool" suggestions. We will also still be providing equipment for each swimmer and sanatising inbetween each class.

SWIMMING AND CLUBS

The majority of our swimming pools are reopening from 1st September. For centres where the pool is reopening your swimming membership Direct Debit will restart from this date. If your pool is not opening your payments will remain frozen.

At that time if you aren't ready to come back we'll allow you to continue to freeze your membership.

If you are not ready to return and would like to request to freeze your membership please contact us.

To find out when your swimming pool opens please click here.

EVENT AND BOOKING ACTIVITIES

Any pre-paid bookings such as children’s birthday parties, sports courts, 3G, 4G, or 5G rentals will be credited to allow you to re-book for a future date. We will be in contact in due course to keep you informed of the centre’s reopening and therefore the continuation of any activity bookings.

USING OUR FACILITIES

In order to monitor and limit the number of people using the gym and spread the usage through the day to support social distancing, all gym, class, and swim sessions need to be booked in advance either via the Leisure Centre app or website. Members are able to make their advanced bookings through our App, or on your centres dedicated page through book an activity.

From the 14 September, pay as you go members will be able to book and pay for their bookings 5 days in advance through our app, or website.

More information is available on our dedicated how to book page. Click here for more info!

We are introducing a new booking cancellation policy upon re-opening. This policy will work to ensure that all members are given fair access to gym and group exercise classes, and hopefully aim to reduce the amount of unattended sessions.

If you are unable to attend a gym or group exercise class booking you have made, you must cancel this at least two hours prior to the start of the session - you can do this via the app (under ‘My Account’) or website. If you fail to do so and your booking is unattended, you receive one 'strike'. Should you fail to cancel a booking three times in any 30 day rolling period your online booking rights will be removed for seven days. After this period the three 'strikes' are removed and your account set back to zero.

We now ask that all visitors wear face coverings whilst in a non-exercise area as an extra precaution to protect both you and our staff. In line with W.H.O. guidelines, we do not recommend the use of face coverings during physical activity. All of our staff will be wearing face coverings in all public areas unless participating in coaching or fitness sessions. Please note, masks are not required from those who are exempt and children under 11 years of age.

For the time being some of our facilities will remain closed, this includes the dry changing rooms. If you’re coming for a swim we ask that you arrive for your swim changed and ready to go, and just use the shower before you enter the pool. After your swim you will have access to a changing room for a monitored time, please make sure you’re courteous to other swimmers by socially distancing in these areas.

Most of our centres are now open in England and Wales.

Others are opening on a phased basis.

To find out when your centre reopens, click here.

No. In order to monitor and limit the number of people using the gym and spread the usage through the day to support social distancing, all gym and classes need to be booked in advance either via the Leisure Centre app or website.


To provide a safe enviroment for our users and to ensure we are able to get in touch with all our users if required if you are not already registered you will be required to register before using our facilities. You can register for your local leisure centre by clicking here

You can download the app from both the Apple App Store and Google Play Store.

For more information on how to book, and for download links, click here.

Each centre will have its own timetable which will be available to view via the centre website and on the Leisure Centre app.

We are committed to providing a service to all our customers which is COVID-19 secure from infection. Since the beginning of lockdown in March, we have been planning how to reopen safely.

Members of our senior management team have actively contributed to the production of industry safety guidance through ukactive, the Royal Life Saving Society and Swim England.

The company health and safety team have produced COVID-19 specific risk assessments, documented safety procedures and a training module for all staff. From this, each centre has developed specific safety arrangements to ensure social distancing, hygiene procedures and customer information is in place.


In addition to our increased cleaning and sanitisation programme, and in order to provide additional protection to our customers and staff, all our high contact point surfaces have been treated with an antiviral shield. This shield will kill bacteria and viruses that land on it on an ongoing basis.

How will it help to keep me safe?
  • Provides a sustained microbiologically clean environment
  • Reduces the level of contamination with pathogenic microorganisms
  • Works on a continual basis
  • Complements our heightened cleaning and sanitization programmes
  • Will be applied in the main while the centres are closed

  • We will be reapplying the shield regularly to provide the highest standards of protection.


    There is more information on how we are working to make your return to the gym safe on our dedicated page, you can view this by clicking here.

    Should you have any questions regarding your membership, booking or anything else, you will be able to get in touch by using our website contact us by clicking here. Please bear with us there may be some delay in responding but we will endeavour to respond as soon as we possibly can.

    Please do not try and contact us by phone as unfortunately there will be no staff available to handle your query at this time.

    A key part of our Safer, Happier Healthier planning has been the detailed assessment of the risks from COVID-19. All sites have conducted a detailed risk assessment following a bespoke template created by our Health, Safety and Compliance Manager. As a result of the risk assessment, each site has put in place arrangements to protect everyone when on our premises.



    WE'RE REOPENING

    Here's what you need to know.

    Leisurecentre.com

    KEEPING YOU SAFE

    We’ve had to change a few things at your local leisure centre to ensure you can be safer, happier and healthier. Find out what we’re doing to keep you safe and how you can help.

     

    Leisurecentre.com

    BOOKING YOUR SESSION

    To safely limit the number of people in our gyms and group exercise classs we’re asking everyone to book in advance. Find out how you can book your session.

    Leisurecentre.com

    CENTRE OPENING DATES

    We're working closely with the local authorities to reopen our centres as safely and quickly as possible. Click below to find out what date you can expect your centre to open on.     

    Leisurecentre.com

    SWIMMING LESSONS INFORMATION

    We’re working hard to make sure that swimming lessons are safe and enjoyable. 

    Here's everything you need to know.