COVID SAFETY MEASURES


Please keep checking this page for the latest information.

Although lockdown restrictions are lifting in England, as a health and fitness provider, we will continue to implement measures to help limit the spread of the virus.  In order to manage footfall, pre-booking will still be required. We are also encouraging all customers to:

– Wear a facemask at all times except when taking part in exercise.

 

– Use our Sanitising Stations with antibacterial sprays and hand gels.

 

– Log in to NHS Trace and Trace (whilst it remains in place).

 

– Maintain social distancing and be aware of those around you.  (One-way systems will be removed, however, signage will remain in place to remind customers to maintain a social distance).

 

– Use the blue roll and sanitising sprays provided when exercising, and not your own towel.

 

– Shower before entering the pool.

 

– Attend Swimming Lessons ‘beach ready’ where possible.

To help keep our customers and colleagues safe, Active staff will adhere to the above guidelines and:

– Keep all Perspex protective screens in place.

 

– We will continue to carry out our enhanced cleaning regimes.

 

– Active staff will wear facemasks in communal areas.

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.  To keep up to date with the latest government advice, please visit: https://www.gov.uk/coronavirus

All sessions (including Gym and Swimming), will need to be pre-booked.

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).

FURTHER GUIDANCE:

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