My Membership

FREQUENTLY ASKED QUESTIONS


Please be aware that our most recent coronavirus information is available here.

Following the most recent government announcement, our leisure centres are now closed. The closure includes all facilities.



MEMBERSHIPS

For pay monthly and 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. We simply won’t be taking any payments while we remain closed.

If your centre closed on or after 30 December, we are sorry but it was too late for us to stop your January Direct Debit which has been collected as normal. We will be rolling over January fees for health and fitness memberships and swimming lessons to cover your first month when we reopen. If your centre closed prior to the 30 December then no direct debit will have been collected.

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

We know how important it is to try to remain active at this time and we’re delighted to let our members know that you are now able to continue to access some Les Mills workouts free of charge for the foreseeable future. To take advantage of these, make sure you download the Leisure Centre app and click on ‘Virtual Workouts’.

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.

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.

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.

As our centres are currently closed all memberships will be automatically frozen and will automatically restart once we reopen.

If you are a member and you would like to freeze your membership we are happy for you to do this free of charge. To request to freeze your membership, please contact us via leisurecentre@servicetsg.com OR call: 01905969619 and a member of our team will be happy to assist you.

Please be aware that we require at least 7 days advanced notice of your next direct debit to process a freeze request

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.

SWIMMING LESSONS

Much like our monthly memberships, you will not be charged for something you can’t use.

If your centre closed on or after 30 December, we are sorry but it was too late for us to stop your January Direct Debit which has been collected as normal. We will be rolling over January fees for swimming lessons to cover your first month when we reopen.

Sessions will automatically be 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 and activity bookings.

Please do not cancel or amend your direct debit.

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 to your swimming lesson five minutes before the session starts.

We recommend you arrive "pool ready" with your swimsuit 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 POOLS

All of our sites in Tier 4 are now closed, however those in Tier 2 and 3 will remain open. We’re working hard to make sure that for those people that can visit our sites are able to do so safely.

Those sites in tier 4 will remain closed for the foreseeable, and we will aim to update you once we hear more.

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

Sites will remain closed for the foreseeable future, and we will aim to update you once we hear more from the Government.

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.