Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS


MEMBERSHIPS

Memberships at our centres in England will remain frozen, free of charge, until we reopen on 12 April.

For our members at our centres in Wales, your membership will remain frozen until your centre reopens. Following a recent government announcement, we are hoping that this will be on 3 May. We will be in contact with more details nearer the time.

Fixed 12 month contracts

For fixed term 12 month memberships for health and fitness and swimming, contracts will not be extended. This means that your contract will still have the same end date as when you signed up, regardless of the closure period.

Please do NOT cancel your Direct Debit at the bank, any payment freezes will happen automatically.

Annual Memberships

We have paused any annual memberships to resume once we reopen. We will also extend your membership by the number of days that we are closed by. The credited time will be added to the end of your membership and we will be in touch when we reopen to confirm your new expiry date.

If your centre closed on 20 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the days you paid for in December. Your May Direct Debit will resume as normal.

If your centre closed on 24 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the days you paid for in December, plus the four days extra from November. Your May Direct Debit will resume as normal.

If your centre closed on 26 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the five days you paid for in December. Your May Direct Debit will resume as normal.

If your centre closed on 29 December or 4 January:

As you may remember, due to the late timing of the Government announcement, it was too late for us to stop your January Direct Debit which was collected as normal. As promised we have rolled over a month’s worth of membership. Your first Direct Debit will be taken on 1 May. This will be a reduced amount which takes into consideration the days we were open in January and the days we are open in April, minus the number of days you have paid for. Your June Direct Debit will resume as normal.

If you are a member of one of our leisure centres in Wales:

As the Government has now announced an opening date for Wales, we will be in touch with further details about your membership and direct debit over the coming weeks.

For pay monthly fixed term 12 month memberships for health and fitness and swimming, contracts have not been extended. This means that your contract will still have the same end date as when you signed up, regardless of the closure period.

In addition and in all cases you will continue to have full access to Les Mills On Demand for free via our app until further notice. We would like to encourage all of our members to stay Active over this period whether that's by doing an on demand class or enjoying the great outdoors.

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.

If you would like your membership to remain frozen, please notify us seven days in advance of your direct debit collection date. To request to freeze your membership please call us on: 01905969619 or contact us via our website and a member of our team will be happy to assist you.

If your local leisure centre is listed below please call: 01905969689 or contact us via our website.

Please be aware that whilst our centres are closed the phone lines are only open Mon-Fri 10am-2pm

  • 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.

SWIMMING LESSONS

Much like our monthly memberships, you will not be charged for something you can’t use. Swimming lessons at our centres in England will remain frozen, free of charge, until we reopen on 12 April.

For our centres in Wales, lessons will remain frozen until your centre reopens. Following a recent government announcement, we are hoping that this will be on 3 May.

Please do NOT cancel your Direct Debit at the bank as we cannot guarantee that your space will continue to be reserved.

Sessions have been automatically frozen, and your space will be reserved, therefore you do not need to take any action. Any remaining prepaid or block bookings will be transferred over after we reopen.

We will be in contact in due course to keep you informed of the centre’s reopening and therefore the continuation of your swimming lessons.

If your centre closed on 20 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the days you paid for in December. Your May Direct Debit will resume as normal.

If your centre closed on 24 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the days you paid for in December, plus the four days extra from November. Your May Direct Debit will resume as normal.

If your centre closed on 26 December:

We collected your first Direct Debit on 1 April. This was for a reduced amount which takes into consideration the days we are open in April, minus the five days you paid for in December. Your May Direct Debit will resume as normal.

If your centre closed on 29 December or 4 January:

As you may remember, due to the late timing of the Government announcement, it was too late for us to stop your January Direct Debit which was collected as normal. As promised we have rolled over a month’s worth of membership. Your first Direct Debit will be taken on 1 May. This will be a reduced amount which takes into consideration the days we were open in January and the days we are open in April, minus the number of days you have paid for. Your June Direct Debit will resume as normal.

If you attend swimming lessons at one of our leisure centres in Wales

As the Government has now announced an opening date for Wales, we will be in touch with further details about your membership and direct debit over the coming weeks.

Unfortunately, no. We have a waiting list for our programmes and therefore cannot hold spaces. Freezes are allowed if your child has a medical reason and a doctor's note can be provided.

Please arrive at your swimming lesson five minutes before the session starts. If you are early for your lesson, please wait in your car.

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

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.

EVENT AND BOOKING ACTIVITIES

Any pre-paid bookings such as children’s birthday parties, sports courts and all weather pitch 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 your activity bookings.

USING OUR FACILITIES

We are excited to let you know that most of our centres in England will open on Monday 12 April. This includes the gym and swimming pools. We hope that group exercise classes will return on 17 May.

We are hoping to open our centres in Wales on Monday 3 May. We will keep you updated following any further announcements.

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.

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.

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

We have introduced 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 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.

    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

    SWIMMING LESSONS INFORMATION

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

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    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.