Coronavirus - COVID19

Frequently asked questions

Last Updated: 13 Apr 2021

 

The safety and well-being of our members and teams remains our top priority. We have listened to you and below we have listed the answers to some frequently asked questions.

 
 

Safety


What are you doing about access to the centre and social distancing during visits?

  • You must pre-book your session before you visitWe are still required to control the number of people in the centre at any one time to ensure the safety of the staff and visitors. Bookings can be made on the centre website or by calling the centre. 
  • All visitors must register at reception upon arrival at the centre. To avoid crowding, we ask that where possible you avoid arriving early for your pre-booked session. 
  • Face coverings must be worn in all non-pool areas such as reception, corridors and changing rooms.  
  • Social distancing must be maintained at all times. To help you adhere to the guidelines whist on site signage is prominent to remind all users to maintain a safe distance. 
  • If required first aid will be administered by a trained member of the team wearing appropriate PPE. 
  • Contactless payment methods are advised where possible. 

I can’t log in to the booking system

  • The booking system is available via the ‘Book Online’ or ‘Log In’ link located on the website homepage. 
  • You will need your membership number to register/login. This can be found on member communications or on your bank statement if you pay by Direct Debit. 
  • If you are a new user you will need to Register; click on the link ‘New User’ and take a moment to register your details. 
  • If you are an existing member, you must link your membership number with the booking. 

What new cleaning measures are in place?

  • We have enhanced cleaning regimes that follow fitness industry and Public Health England guidelines. Our dedicated staff will be cleaning throughout the day working to a comprehensive cleaning protocol. 
  • All high-frequency touchpoints will be cleaned and disinfected regularly. 
  • We are going above and beyond guidelines where possible to keep you safe and we will continually monitor and update our safety measures if the situation changes. 
  • Hand sanitiser stations have been carefully located throughout the centre for members and staff to use.  

What must I do when I visit the centre?

  • You must pre-book your session before you visit. We are still required to control the number of people in the centre at any one time to ensure the safety of the staff and visitors. Bookings can be made on the centre website or by calling the centre 
  • All visitors must register at reception upon arrival at the centre. To avoid crowding, we ask that where possible you avoid arriving early for your pre-booked session. 
  • Face coverings must be worn in all non-pool areas such as reception, corridors and changing rooms.  
  • Social distancing must be maintained at all times. To help you adhere to the guidelines whist on site signage is prominent to remind all users to maintain a safe distance. 
  • If required first aid will be administered by a trained member of the team wearing appropriate PPE. 
  • Contactless payment methods are advised where possible. 

Are the saunas and steam room open? 
Unfortunately, due to the current restrictions we are not allowed to reopen the saunas and steam rooms. These remain temporarily closed. 

Are the showers and changing rooms open?  
Showers and changing rooms are available but we ask that you shower and change and exit the building as quickly as possible. Please note, all children must arrive beach-ready with their swimming costume/shorts already on. 

 

Memberships


What will happen to my Direct Debit?
All members will be contacted to tell them when we will start to take Direct Debit payments.

What happens if I pay upfront/annually?
Your membership has been extended. We have added the number of days we have been closed, on to your membership expiry date. This will be at no cost and will reflect the time that we have been closed.

I have cancelled my Direct Debit at the bank, what do I do?
We need a new Direct Debit Instruction from you. Please Contact Us and the team there will be happy to help.  

I am classed as high-risk, so I can’t come back yet, what can I do about my membership?
We understand that it’s not possible for everyone to return and we’re happy to continue to freeze your membership. Please Contact Us and the team there will be happy to help.

I just don’t feel ready to come back yet, what can I do about my membership?
We do understand your concerns and were happy to continue to freeze your membership. This will cost £5 per month. Please Contact Us and the team there will be happy to help. Rest assured our centre is a very safe place to visit. 

I’ve been made redundant; Can I freeze my membership? 
Please Contact Us and the team there will be happy to help. As part of our Covid Promise we will be able to freeze your membership for free. 

I no longer want to be a member, can I cancel my membership?  
We do not want to see you go, please get in touch via the Contact Us form so we can discuss your options. Please note should you wish to cancel there is a one-month notice period. 

Will my Leisure Centre close again?
Unfortunately, we do not know the answer. The government guidelines can change quickly, we will do our best to communicate these changes with you, however, please ensure that you check our website and Facebook page for regular updates.  

My contact details have changed, how do I update them?  
If you have moved house or need to change your email address please get in touch. To update any of your contact details, please fill out the Contact Us form which can be found on our website. 

Can COVID-19 be transmitted in areas with hot and humid climates like swimming pools? 
There is no evidence that COVID-19 is any more transmittable in a hot, humid climate than any other climate. The best way to protect yourself against COVID-19 is by maintaining social distancing and frequent hand washing, and the use of anti-viral/bacterial hand gels. By doing this you eliminate any viruses that may be on your hands and avoid infection that could occur by then touching your eyes, mouth, and nose. 

Can COVID-19 be transmitted in the water of a swimming pool and does this increase the risk of transmission? What is the risk in swimming pools? 
There is no evidence that COVID-19 can be spread to humans through the water of pools, hot tubs or spas. The chlorine we use to keep the water disinfected kills COVID 19 and all sorts of germs and bugs that are in our daily lives, the water volume washes any virus from the skin so in the pool is one of the safest places to exercise.  The risk of transmitting person-to-person remains and all standard guidelines should be adhered to i.e. social distancing while in the pool and surrounding areas. 

Do changing rooms/toilets pose an increased risk of COVID-19 transmission? 
As long as you follow social distancing and cleanliness guidelines, there is no increased risk. 

Does physical activity (exercise) increase resilience to COVID-19, and how? 
WHO recommend regular physical activity benefits both the body and mind. It can reduce high blood pressure, help manage weight and reduce the risk of heart disease, stroke, type 2 diabetes, and various cancers - all conditions that can increase susceptibility to COVID-19. 

Physical activity leads to improvements in immune health and metabolic health, both of which are linked to COVID risk. Furthermore, physical activity is central in weight management and positive changes in body composition, both of which are linked to COVID-19 risk. 

Does air-conditioning raise the risk of transmitting COVID-19? 
The Health and Safety Executive (HSE) have advised that the risk of air conditioning spreading coronavirus is extremely low. 

Are you taking bookings for birthday parties? 
We’re not taking party bookings at the moment as we aren’t able to maintain social distancing. However, if you would like to e-mail your interest in a future party booking please Contact Us and someone will get back in touch with you. Please let us know the date, the centre and approximate number of children.