Coronavirus FAQ's

Find answers to your questions about re-opening

We are constantly reviewing our guidance and policies. The following advice will be correct as of 20th December 2021 and is subject to change in the future.

Please be aware that we are reacting in real time to the announcements and we’ll do our very best to respond as quickly as possible, but please bear with us if it takes a little longer to make the necessary changes over this very busy period. We advise that you please continue to check social media as well as your centre’s website for the very latest updates. We will do everything we can to keep you active and will continue to follow the Government’s guidelines

The following information covers the COVID-19 secure measures we have put in place. We hope it will reassure you. We are constantly reviewing customer feedback and are delighted with your responses and know you’re happy with the measures we’ve put in place.

Our centres:
Cleanliness |
Swimming lessons | Gymnastics and trampolining

Pre-booking, arriving at and leaving the centre | Changing facilitiesCustomer responsibility

Gym | ClassesSwimming 

Juniors |  Places Locker

Our centres: Cleanliness

We have taken every effort to ensure that our team have time to clean the facilities and equipment before and after sessions.

Sanitising spray and wipes will be provided around the centre for use on equipment and lockers. Our teams will ensure that these are monitored and replenished where required.

We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking. In line with Government advice, face coverings must be worn within our soft play areas. 

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Swimming lessons

We continue to work really hard to ensure our cleaning measures provide a safe environment for you and our staff.

At the pool

  • We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.
  • On arriving, please make your way to the swimming lesson waiting area. our team will help you and our signage will guide you.
  • Where possible, you may wish to shower before and after your lesson at home.
  • Please be at the collection point at the end of the lesson to collect your child and make your way to the exit.

Lesson structure

  • Teachers will deliver lessons from poolside. Buoyancy aids have been re-introduced where required.

New enquiries

If you are looking to start lessons for the first time we’d love to hear from you. Please enquire below.

Get in touch

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Gymnastics and trampolining

We continue to work really hard to ensure our cleaning and coaching measures provide a safe environment for you and our staff:

What do I need to do when I arrive?

We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.

Please arrive dressed and ready for your classes in clothing suitable for the activity: hair tied back, earrings removed/taped and all other jewellery removed.  Socks must be worn for trampolining. 

Please be at the collection point at the end of the lesson to collect your child and make your way to the exit. 

Are you accepting new children on classes?

If you are looking to start lessons for the first time, we’d love to hear from you. Please enquire below.

Get in touch

 

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Pre-booking, arriving at and leaving the centre

Booking ahead 

Please continue to book sessions, where possible, in advance either via the Places Locker app or member area on our website. If you arrive at the centre without pre-booking, there may not be space available in your chosen activity.

To help you navigate increased capacity during busy periods, we recommend that use our ‘Notify Me’ feature available when you ‘Book Now’ on our Places Locker app and you will be emailed if a place becomes available.

Premium, Gym and Swim members are able to pre-book sessions 14 days in advance and Places Members are able to pre-book 7 days in advance.

In instances where Government guidance limits your ability to visit or our ability to hold the session, we will refund any charges. 

What do I need to do to be able to book online? 

There are 3 ways to book:

  1. Via the member area. If you haven’t registered yet, please do so using the email address linked to your membership record. 
  2. Via our Places Locker app which you can download from the App Store or Google Play. Again, please make sure your username is the email address linked to your membership. 
  3. If you haven’t linked your email address to your membership, you can also ring your centre to book, and the team will be happy to help link an email to your membership to allow you to book online in the future. 

The Places Locker app is the quickest way to book your sessions. If you're having trouble signing up to use Places Locker, please visit our guide.

Direct Debit and annual members have 14 days' advance booking rights, and Places members have 7 days' advance rights.

If you wish to Pay as You Move and pay for one-off visits, you now need to be a Places member - simply sign up for free. Once you’ve done that, all of the above booking options are open to you and you will have 7 days' advance booking rights.

We appreciate circumstances change, so you can cancel your booking free of charge up to 2 hours before you visit – we really appreciate you doing this as it helps us give other customers an opportunity to attend. We apply a £2.50 fee if you cancel a session within 2 hours of it starting or if you don't attend. Frequently asked questions on booking are available

 

Arriving at the centre 

We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.

Should you wish to limit your time within the centre you could arrive dressed for your activity and shower at home. Changing rooms will be available. 

Please have your membership card or QR Code ready and allow a few extra minutes more than you normally would just in case progress through reception is a little slower.

If you are paying for a session at the centre, we ask that you use contactless payments where possible.

You’ll find supplies of hand sanitiser and wipes available in reception and throughout the centre.

 

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Changing facilities

Should you wish to limit your time within the centre you could arrive dressed for your activity and shower at home. Changing rooms will be available. 

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Customer responsibility

We’ve put a lot of changes in place, with tiny details beyond what we’ve shared here, but our safety process is at its best when we all play a part. Aside from respecting Government guidelines, we ask that you look out for each other. If you feel unwell, please stay home and stay safe.

We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.

We've always appreciated you following gym, class and lane swimming etiquette, and there's never been a more important time to look out for each other.

It’s your centre and we value your feedback. Our best chance of putting something right is during your visit - our teams are happy to hear what more we can do to make the environment the best and most reassuring it can be. We’ll also be using our surveys to check-in on how we’re doing - please keep an eye on your email. 

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Gym

Here's everything you need to know: 

  1. We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.
  2. Please make use of lockers where available as we are unable to allow bags in the gym area.
  3. Bring a sweat towel to workouts for personal use.
  4. Please use the sprays and wipes for equipment.
  5. Exercise mats may be available for your use but we encourage you to bring your own where possible.
  6. Please bring your own water bottle, our water fountains are available.
  7. We always appreciate you looking out for each other – and gym etiquette has never been more important than it is now. 
  8. If you feel unwell, please stay home and stay safe. If you have any concerns about visiting that you would like to discuss, the team at your local centre will be happy to help and support you. 
  9. Please follow requests from our fitness team; they are there to help. 
  10. Hand sanitisers and wipes will be available throughout the gym and studios – please use them for yourself and for cleaning down any equipment.

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Classes

Here's everything you need to know. 

  1. Please continue to book all of your classes via our app or website - to book online or register please use your Leisure Hub area. When registering or downloading Places Locker app please use the email address linked to your membership. For more information please see our frequently asked questions on the booking process. 
  2. If you wish to Pay as You Move for your class, please register for a Places membership first, simply sign up here for free.
  3. We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.
  4. Please bring your own water bottle, our water fountains are available.
  5. Bring a sweat towel to workouts for personal use. Please use the sprays and wipes for equipment.
  6. Exercise mats may be available for your use but we encourage you to bring your own where possible.
  7. We always appreciate you looking out for each other – and class etiquette has never been more important than it is now. 
  8. Please clean down equipment before and after use. 
  9. If you feel unwell, please stay home and stay safe. If you have any concerns about visiting that you would like to discuss, the team at your local centre will be happy to help and support you. 
  10. Please follow requests from our instructors - they are there to help. 
  11. Hand sanitisers and wipes will be available throughout the centre.
  12. If a class is full, don't forget to use our Notify Me feature which will let you know when a space becomes available.

We appreciate circumstances change, so you can cancel your free booking free of charge up to 2 hours before you visit – we really appreciate you doing this as it helps us give other customers an opportunity to attend. We apply a £2.50 fee if you cancel a session within 2 hours of it starting or if you don't attend. Frequently asked questions on booking are available

If you cancel your pre paid/ chargeable booking at least 24 hours in advance of the scheduled start time, please call or visit the centre to rearrange your Booking.

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Swimming

Here's everything you need to know: 

  1. Please check timetables as many sessions are now pre-bookable.
  2. Please book any swim sessions via the website or Places Locker app. When registering or downloading Places Locker app please use the email address linked to your membership. For more information, please see our frequently asked questions on the booking process.
  3. Children can attend lane swimming sessions but they must be able to maintain the appropriate pace in the pool and adhere to lane swimming etiquette.
  4. If you wish to Pay as You Move for your swim, please register for a Places membership first, simply sign up here for free
  5. We strongly advise the wearing of a face-covering within our centres except whilst exercising or eating and drinking.
  6. Hand sanitisers and wipes will be available throughout the centre.   
  7. Please bring your own water bottle, our water fountains are available.
  8. We always appreciate you looking out for each other – and swim and lane etiquette has never been more important than it is now. 
  9. Please choose a lane that is reflective of a speed that you can maintain throughout your swim. 
  10. Please follow requests from lifeguards immediately and at all times. 
  11. If you feel unwell, please stay home and stay safe. If you have any concerns about visiting that you would like to discuss, the team at your local centre will be happy to help and support you. 
  12. If a session is full, don't forget to use our Notify Me feature which will let you know when a space becomes available.

We appreciate circumstances change, so you can cancel your booking free of charge up to 2 hours before you visit – we really appreciate you doing this as it helps us give other customers an opportunity to attend. We apply a £2.50 fee if you cancel a session within 2 hours of it starting or if you don't attend. Frequently asked questions on booking are available

If you cancel your pre paid/ chargeable booking at least 24 hours in advance of the scheduled start time, please call or visit the centre to rearrange your Booking.

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Juniors

Here's everything you need to know:

Junior gym access

Junior members over the age of 11 will be allowed in the centre, provided that they:

  • Are accompanied by a responsible adult who has also booked the session.
  • Have completed an introduction and been issued with a Health Commitment Statement. Please contact your centre if you have not received these.

Juniors can attend lane swimming sessions but they must be able to maintain the appropriate pace in the pool and adhere to lane swimming etiquette

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Places Locker

Don’t forget that you always have access to our Places Locker app - your easy to use, digital fitness partner. Our Places tracks your activity wherever you are and features virtual workouts and fitness programmes for you to use at any time. You can also use the app to easily book all of your sessions and classes, and, access your Membership Card Number - available as an easy-to-use QR Code.

To access your QR Code, simply download the Places Locker app, go to the ‘Member Area’ of the app, and then scroll down to ‘My QR Codes’ where you will find your card number in a QR Code format – ready to scan for easy entry into the centre from your first visit, onwards.

If you are a member already and don't yet use the app, please ensure that when registering you use the same email address linked to your membership. More information on this can be found on our 'How To Register' document.

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