LIFESTYLE CENTRE’S REOPENING FAQs


ACTIVE LIFESTYLE CENTRES NEWS UPDATE

Please keep checking this page for the latest information.

We are NOW OPEN!  We are in the Phase 1 of a 3 Phase reopening of our services.

To find out what’s reopening, memberships, pre-booking, and Covid safety measures, please select the relevant section(s) below:

Similar to government measures, we are also working to a roadmap.  Our roadmap, as illustrated below, sets out the key dates and steps we will be taking to re-open our services. This is a guide only, and dates for each phase may change in line with Government advice and regulations.

(Please click onto each image and zoom in to view details)

PHASE 1

PHASE 2

PHASE 3

Gyms and Swimming Pools will reopen on Monday 12th April with Fitness Classes to follow.

With the exception of ‘Price for Life’ Memberships, all memberships and direct debit payments will re-commence in April, so that you can enjoy visiting your favourite Active Lifestyle Centre again. Please note, if your payment fell between the 1st and 12th January, and we were unable to stop your January collection due to lockdown, we will not be collecting any money for April, so you will not be over-charged.

If you are an annual member, we will add the number of months we have been in lockdown to your membership.

Healthy Lifestyles on Referral Scheme (GP Referral): A member of our Referral Specialist Team will make contact with you.

We are aware that some customers use their membership solely to take part in Group Fitness Classes. All being well, Classes will restart week commencing Monday 17th May. Should you wish to freeze your membership for April (1 month), please complete your request as soon as possible using this link.

Adult swimming lessons will recommence on Monday 17th May.

Children’s swimming lessons will restart on Monday 12th April. It is important to note that Children’s swimming lessons will still adhere to the same social distancing and Covid measures in place prior to lockdown. For a recap of these measures, and what to expect on your visit, please select your Centre:

Bradley Stoke

Kingswood

Longwell Green

Thornbury

Yate

Should you need to get in contact with us about your swimming lessons, please use our online enquiry form.

All sessions (including Gym and Swimming), will need to be pre-booked in advance on our new online booking system which will reopen on THURSDAY 8th APRIL.

HAVE YOU REGISTERED WITH OUR NEW BOOKING SYSTEM?

If you are planning on visiting, but have not attended one of our Centres since before the initial lock-down, you will find that we have a new booking system in place.  This is to ensure that there is adequate space for you to participate safely, and to enable us to manage footfall into the Centre. To pre-book you will need to register for an online booking account.  You do not need to wait until pre-booking opens on the 8th April – you can register anytime:

  • You will need your Active Card Membership Number to hand.
  • You will need to use the same email address used when setting up your original membership. Only one member can use this email address, as it is associated with your personal membership entitlements.
  • When registering, if you are already an Active Card holder (e.g. you are a  direct debit or annual member or a pay as you go customer), please select the option ‘I’m a member but I need to create an online account’.

* If you are not already an Active Card holder please select ‘I’m new and would like to sign up’ and follow the steps.

Once registered, you will receive a confirmation email, prompting you to confirm your account enabling you to be able to pre-book sessions.

 

NEED HELP TO REGISTERING FOR AN ONLINE ACCOUNT?

Should you encounter any problems or require assistance, please email us using this request for assistance form or  call 0300 333 0300 and a member of our team will be in contact to help set you up.

If you experiencing problems with our online booking system, please use this trouble shooting guide before getting in contact.

 

I HAVE SELECTED ‘RESET MY PASSWORD’.  WHY HAVE NOT RECEIVED A PASSWORD RESET EMAIL?

Please check this hasn’t gone into your junk or spam.

 

WHY DO I GET AN ERROR MESSAGE WHEN SUBMITTING MY REGISTRATION FORM?

It is very likely that your email address is already registered on our system against another account e.g. a sibling or partner.  If this is the case, please call 0300 333 0300 or log your problem here and we will be in touch.

 

I HAVE AN ERROR MESSAGE OR A TOKEN MESSAGE, HOW DO I GET RID OF THIS?

Please clear your browsing history.  The easiest way to do this is to press ‘Control (Ctrl) + F5’ at the same time.

 

MY CONFIRMATION EMAIL ISN’T IN MY INBOX.

Please check this hasn’t gone into your junk or spam.

 

WHAT DO I NEED TO DO WITH MY CONFIRMATION EMAIL?

Open and click the link through to your account in order to complete registration. 

 

I’M A PRE-PAID MEMBER.  WHY IS IT ASKING ME FOR PAYMENT?

When you add an activity to your basket, it will change to zero value.

 

I’M A PRE-PAID MEMBER.  WHY HAVEN’T THE ACTIVITIES IN MY BASKET CHANGED TO ZERO?

If the activities still show a value in your basket, then the registration set up has been for a New Account and not a New Member Account.  If this is the case, please call 0300 333 0300 or email us and we’ll get back to you.

 

I’M A PAY AS YOU GO MEMBER.  WHY ARE SOME SESSIONS PRICED AT £99!?

You must be a member to take part in activities priced at £99.  (These are not actually £99, but have been priced this way to deter customers who haven’t had undergone an induction and the training to use these pieces of equipment).

KEEPING YOU SAFE - COVID SAFETY MEASURES IN PLACE

  • Our staff have been risk assessed for need for PPE in line with Public Health England (PHE) recommendations, and have undertaken cleaning training including Covid-19 awareness and Infection Control.
  • The Centre and equipment will be regularly sanitised throughout the day and each night. We are asking our customers to play their part by wiping down each piece of equipment before and after use.
  • Reception desks are fitted with Protective shields.
  • Sanitising Stations with antibacterial sprays and hand gels are located throughout our Centres. Please ensure you use these you first arrive and during your visit.
  • There are plenty of signs to guide you through our one-way system and to remind you to keep a safe social distance. You will be directed to exit the building either via a side door or fire exit after your activity. This is to avoid large volumes of people using the front entrance.
  • All activities must be pre-booked. This is to ensure there is adequate safe space for you to participate in your chosen activity. When booking you must adhere to the government legislation on the rule of 6 or from the same household.
  • When taking part in your activity, you must adhere to government legislation and restrict your contact to those either in the same household or within your support bubble (rule of 6). You must not break social distancing rules.
  • Please wear a facemask at all times except when taking part in exercise.
  • If you experience any Covid-19 symptoms and/or generally feel unwell, please DO NOT attend the Centre. Please seek medical advice and follow NHS guidance.
  • Anyone found not adhering to our Covid rules will be asked to leave the building.

PLEASE READ OUR COVID MEASURES IN PLACE FOR SPECIFIC ACTIVITIES BEFORE VISITING:

  • Centre Covid safety measures apply as well as those listed below.
  • Gym, BioCircuit and BodyTone sessions all need to be pre-booked in advance to enable us to manage gym capacity.
  • Gym booking slots are available every 15-minutes. Just book your arrival time slot and stay until you have completed your workout.
  • The changing rooms and showers will not be available, so please arrive dressed ready for your activity.
  • Please wear a facemask at all times except when taking part in exercise.
  • Please arrive no more than 5 minutes before your workout start time and avoid waiting in groups.  When you enter the Centre to avoid any hold-ups please have confirmation of your booking to hand e.g. on your phone or printed off. If you made your booking through our Contact Centre and don’t have access to a smart phone or printer, don’t worry, we can look you up on our system when you arrive.
  • Follow the new one-way systems, queuing with social distancing, and using our Sanitising Stations.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • A limited number of lockers will be available. Please limit the number of personal belongings that you bring to the Centre, and leave any valuable personal items at home.
  • When exercising please following social distancing measures.  You may need to adapt your training, for example, you won’t be able to spot each other or share weights. You shouldn’t share any equipment without cleaning first.
  • We will ventilate all areas of the gym ensuring the circulation of fresh air.
  • Please do not bring your own towel to the gym.  Please use the blue tissue roll provided and immediately dispose of it in the bin after use.
  • We kindly ask that you clean down any equipment that you use, using our sanitising sprays. Our staff have cleaning intervals in between sessions to ensure that equipment is ready for use.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.
  • Centre Covid safety measures apply as well as those listed below.
  • All Classes need to be pre-booked in advance.
  • The changing rooms and showers will not be available, so please arrive dressed ready for your activity.
  • You are welcome to bring your own items where you might prefer to e.g. yoga mat.
  • Please wear a facemask at all times except when taking part in exercise.
  • We have moved some of our classes from our Studio’s to our Main Halls to enable as many people as possible to safely exercise.  This also means more than one activity may run in the same hall, at the same time. Please be understanding about noise whilst we use these temporary measures.
  • Studio capacity has been reduced in order to adhere to social distancing.
  •  Please arrive no more than 5 minutes before your workout start time and avoid waiting in groups.  When you enter the Centre to avoid any hold-ups please have confirmation of your booking to hand e.g. on your phone or printed off. If you made your booking through our Contact Centre and don’t have access to a smart phone or printer, don’t worry, we can look you up on our system when you arrive.
  • If you are late for a class and have missed the instructor warm up you unfortunately will not be able to participate this time.
  • Follow the new one-way systems, queuing with social distancing, and using our Sanitising Stations.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • A limited number of lockers will be available. Please limit the number of personal belongings that you bring to the Centre, and leave any valuable personal items at home.
  • When exercising please following social distancing measures.
  • We kindly ask that you clean down any equipment that you use, using our sanitising sprays and blue tissue provided. Our staff have cleaning intervals in between sessions to ensure that equipment is ready for use.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.
  • The operational running of our pools follows the latest Swim England Guidelines (founded from scientific advice and Government guidelines). These Guidelines reviewed continuously and may affect the way in which we deliver our swimming programme. Centre Covid safety measures apply as well as those listed below.
  • You must be from the same household to participate in family swimming.
  • All sessions need to be pre-booked in advance so that we can manage pool capacity.
  • Sessions run for a maximum of 50-minutes to allow time for cleaning.
  • During public/family swimming sessions, lanes will not be available. Lanes are available at other times; please see our Pool Programme for details.
  • Adults are required to wear a facemask throughout the Centre.
  • On arrival please use the sanitizing stations available and maintain a social distance from others.
  • Please come ‘beach ready’ in order to minimise time spent in the changing rooms.
  • Please follow the one way system and directions onto poolside.
  • Showers will not be available.
  • Please help us to keep our pools open and our swimmers safe by maintaining social distancing whilst in the pool.
  • When attending Family swimming sessions customers are welcome to bring along your own individual fun toys for your entertainment. Items you can bring to these sessions are:
  • Noodles
  • Small floats
  • Dive Sticks/Sinkers
  • Small play toys e.g buckets/watering cans
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive.
  • The operational running of our pools follows the latest Swim England Guidelines (founded from scientific advice and Government guidelines). These Guidelines reviewed continuously and may affect the way in which we deliver our swimming programme.
  • Centre Covid safety measures apply as well as those listed below.
  • All sessions need to be pre-booked in advance so that we can manage pool capacity.
  • Swimmers must be able to swim lengths continually. Juniors aged 14years+ can also take part in lane swimming if they are able to swim 200 metres+
  • Sessions run for a maximum of 50-minutes to allow time for cleaning.
  • Adults are required to wear a facemask throughout the Centre.
  • Please come ‘beach ready’ in order to minimise time spent in the changing rooms. Showers will not be available.
  • To reduce the risk of contamination, please bring your own equipment e.g. Kickboards, pull buoys, training snorkels and short fins.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • On arrival please use the sanitizing stations available and maintain a social distance from others.
  • Swimtag is available from reception. When returning your wristband, do not immediately put it on the stand. Please ask the receptionist for a wipe to clean your band before returning it to the stand/docking station.
  • Please follow the one-way system around poolside whilst maintaining a social distancing, entering and exiting the pool as directed.
  • Please try to ensure you swim in the correct Lane. Our Lifeguards may ask you to move to a different lane.  This is only to ensure either that lane capacity isn’t exceeded (to keep everyone safe), or to ensure that you and other customers get the most out of your/their swim.  Please move lanes if asked to do so.
  • When swimming please follow the directional arrows for your lane. These are indicated on your lane sign (located on poolside).
  • Please do not overtake whilst swimming. Before pushing off at each turn, check to see if anyone faster is approaching, and let him or her pass.
  • Always attempt to maintain appropriate social distance between yourself and another swimmer and do not make physical contact with other users.
  • Avoid wide strokes such as butterfly when the lanes are busy.
  • When stopping for a rest please be mindful that others and keep to the edge of the lane allowing others to turn at the wall. Face your head away and allowing others to maintain social distancing measures.  If you need a longer rest, please exit the pool and use the designated area on poolside.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.
  • The operational running of our pools follows the latest Swim England Guidelines (founded from scientific advice and Government guidelines). These Guidelines reviewed continuously and may affect the way in which we deliver our swimming programme.
  • Centre Covid safety measures apply as well as those listed below.
  • All classes need to be pre-booked in advance so that we can manage pool capacity.
  • Adults are required to wear a facemask throughout the Centre.
  • Please come ‘beach ready’ in order to minimise time spent in the changing rooms. Showers will not be available.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • On arrival please use the sanitizing stations available and maintain a social distance from others.
  • Please follow the one-way system around poolside whilst maintaining a social distancing, entering and exiting the pool as directed.
  • Always attempt to maintain appropriate social distance between yourself and another swimmer and do not make physical contact with other users.
  • Aquafit: All equipment will be sanitised prior to and after each use. We request that customers do not share equipment.
  • SwimFit: To reduce the risk of contamination, please bring your own equipment e.g. Kickboards, pull buoys, training snorkels and short fins
  • SwimFit: Swimtag is available from reception. When returning your wristband, do not immediately put it on the stand. Please ask the receptionist for a wipe to clean your band before returning it to the stand/docking station.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.
  • Centre Covid safety measures apply as well as those listed below.
  • All racquet sports need to be pre-booked in advance.
  • You can play with participants from the same household or within your support bubble.
  • The changing rooms and showers will not be available, so please arrive dressed ready for your activity.
  • Please remember to bring your own equipment as we cannot hire out any sports equipment.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • Please wear a facemask at all times except when taking part in exercise.
  • Please arrive no more than 5 minutes before your start time and avoid congregating in a group in communal areas.  To avoid any hold-ups please have confirmation of your booking to hand when you first arrive e.g. on your phone or printed off. If you made your booking through our Contact Centre and don’t have access to a smart phone or printer, don’t worry, we can confirm your booking on our system.
  • Follow the new one-way systems, queuing with social distancing, and using our Sanitising Stations.
  • The number of the court you have hired will be in your booking confirmation email.  The court numbers are labelled on the wall.  If you are in any doubt, please ask a member of staff.
  • A limited number of lockers will be available. Please limit the number of personal belongings that you bring to the Centre, and leave any valuable personal items at home.
  • Some Fitness Classes have moved into our Sports Halls. This means more than one activity may run in the hall, at the same time. Please be both respectful and understanding about noise whilst we use these temporary locations.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.
  • Centre Covid safety measures apply as well as those listed below.
  • Due to Covid regulations, only Juniors are allowed to climb when we initially reopen XHeight on Monday 12th April.
  • XHeight Adventure Climb must be pre-booked in advance. Bookings can be made here.
  • The minimum age for XHeight is 5 years.
  • All participants must adhere to government legislation and be either in the same household or within your support bubble.
  • Please use the hand sanitisers located within XHeight and please sanitise your hands when asked to do so by the climbing instructor.
  • The changing rooms and showers will not be available, so please arrive dressed ready for your activity. Loose fitting clothes and sports shoes are ideal.
  • Our drinking fountains are available but are only to be used to re-fill water bottles only.
  • Adults are required to wear a facemask at all times.
  • Please arrive no more than 5 minutes before your start time and avoid congregating in a group in communal areas. To avoid any hold-ups please have confirmation of your booking to hand when you first arrive e.g. on your phone or printed off. If you made your booking through our Contact Centre and don’t have access to a smart phone or printer, don’t worry, we can confirm your booking on our system.
  • Follow the new one-way systems, queuing with social distancing, and using our Sanitising Stations.
  • We ask you not to attend our Centres if you have any symptoms of coronavirus, if you are waiting for a corona test result, you’ve tested positive for corona virus or you live with someone/have come in to contact with someone who has symptoms or has tested positive. You should also note the guidance in our Health Commitment Statement.

FURTHER GUIDANCE:

If you have a query about your direct debit, or to get a copy of your  membership contract, please call Debit Finance Collections on 01908 422 0202 or email info@debitfinance.co.uk

(Debit Finance Collections (DFC) are our payment partner for collections.)

For the latest UK government information on Covid, please visit www.gov.uk/coronavirus

To get the latest Get the latest NHS information and advice about Covid-19 visit: www.nhs.uk/conditions/coronavirus-covid-19