As always, the Health and Safety of our customers and staff is our highest priority.  Things will look a bit different when you come back, and we know that at this time you may have many questions, so we have put together some useful FAQ’s. We will be updating these as and when we have more information so please watch this space.



Please do not visit our Centres if you have any symptoms of coronavirus, you’re waiting for a coronavirus test result, you’ve tested positive for coronavirus, or you live with someone / have come into contact with someone who has had symptoms.

Yes, we’re confident in our ability to minimise the risk of infection and keep both our members and staff safe.

Training: Our staff have undertaken cleaning training including Covid-19 awareness and Infection Control.


Sanitisation Stations: We have introduced Sanitising Stations with antibacterial sprays and hand gels throughout the building. You must use these when you first arrive and during your visit.


Enhanced Cleaning Process: The Centre and equipment will be sanitised regularly throughout the day and will be cleaned every night when the Centre closes.  Our teams will be carrying out regular cleaning and disinfection regimes throughout the day and between bookable sessions. We are also asking all customers to please clean each piece of equipment before and after use.


Protection: We have installed plastic protective shields at reception desks and will be providing PPE for our staff in line with Public Health England (PHE) recommendations.


Social Distancing Measures: There are plenty of signs to guide you through our one way system and to remind you to keep a safe social distance from staff and customers.


Bookings: All activities must be pre-booked. This is to ensure there is adequate safe space for you to participate in your chosen activity and to avoid large volumes of people all using the front entrance.


Cashless Payments: To help cut down possible contamination risks, cashless payments are now our preferred method of transaction; but with pre-booked sessions you should rarely need to approach the reception desk.

As per NHS guidelines we ask you not to attend the Centre 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 which can be found here.

If you are not shielding at home, you are more than welcome to visit the Centre.  Please remember that all activities must be pre-booked before attending.  Bookings can be made either using our App, Website or by calling 0300 333 0300.

We recommend that you wear a face mask within our buildings, but not during exercise.

Our staff will be risk assessed for the need for protection e.g. face coverings/visors.

In line with Public Health England and UKActive guidance, our team will be provided with adequate PPE to ensure both their own safety and yours.  Public Health England guidance states that PPE should be used where physical distancing can’t be maintained, or the possibility for exposure is high so members of staff will be wearing PPE where the social distancing rule can’t be adhered to, when providing care or undertaking close proximity work.

Gloves can be contaminated with germs which are difficult to remove, so regular hand-washing and using antibacterial hand sanitiser is deemed to be more hygienic.


The following activities are currently available:

  • Gym
  • Fitness Classes
  • BodyTone
  • BioCircuit
  • Sports Hall based racquet sports e.g. Badminton, Table Tennis, Pickleball and Short Tennis
  • XHeight Adventure Climb
  • Swimming at Longwell Green, Bradley Stoke and Yate (Main Pools only). Kingswood and Thornbury will reopen on Monday 7th September along with all our small pools.
  • SOHO Coffee Co at Bradley Stoke
  • Some Clubs
  • Some Meeting Rooms

ALL sessions must be pre-booked in advance (see ‘BOOKINGS’ section below).


Softplay, Bradley Stoke Outdoor Play Area, Squash Courts (Casual use), Indoor Bowls Rinks, Activities and Courses will all remain temporarily closed until further notice.

To begin with we will be offering a reduced fitness class timetable.  Where classes are held in Fitness Studios, class sizes have been reduced.  However we have also moved popular Classes to our Main Halls to enable us to increase class sizes whilst also providing a 2 metre gap between customers.

We are moving some of our classes from our Studio’s to our Main Halls to enable as many people as possible to safely exercise.  Studio capacity will be reduced for group exercise classes to adhere to social distancing. When you’re waiting for your class, please follow social distancing rules and clear the studio space as quickly as you can when the class has finished.

Gym, BioCircuit and BodyTone sessions all need to be pre-booked in advance. The equipment has been spaced apart to allow for social distancing (1 person for every 2 machines).  Booking ahead not only guarantees your time slot, but also  enables us to control footfall and flow of customers, implement enhanced cleaning regimes and social distancing measures.

We will make contact with you when the service is available again. You are welcome to use the facilities under your membership package until the referral specialist team return.

When will lessons restart?

We are working towards Swimming Lessons  restarting at the beginning of the new academic year, inline with the schools.


Is my SwimStars Membership still frozen?

Yes, we will get in touch to let you know when lessons will restart and when payment will begin again.


Is my child’s swimming class place still held or will the time or day change?

Swimming lessons have not yet resumed. We have made no changes to children’s current lesson allocations.


My child is about to start school. How do I move their lessons?

If your child is about to start school, we will contact you to arrange any lesson changes. If you have a different request, please get in touch with us on email at or 0300 333 0300.

Racquet sports in our main hall, such as badminton, table tennis and pickleball can only be played as singles due to social distancing measures.

We have yet to receive the go-ahead from the National Governing Body to open up our squash courts.  We are waiting further instruction.

Indoor Team Sports are currently not allowed.  However if you are a family wishing to hire our Sports Hall please contact us on 0300 333 0300 or email

Not initially, our cafes will open at a later date.

It is best to contact these services directly to check any changes to their operating hours or service provision.


ALL ACTIVITIES, SESSIONS & CLASSES (including gym and swimming), must be booked in advance to ensure that there is adequate space for you to participate safely, and to enable us to manage footfall into the Centre.  Our new Active Lifestyles App enables you to make quick, easy bookings, keep up to date with any changes to our timetables, and services as they reopen.

Download our new App from the Apple iStore here.

Download our new App from the Google Play Store here.

Up to 8 days advance bookings for all activities.

There are no current restrictions to bookings.

As long as you pre-book your sessions there are no other restrictions. You may need to leave and return as directed if you have booked back to back slots.

We have reopened with an initial class timetable which will increase over time.

In some instances, it has been necessary to reduce numbers in order to maintain social distancing and for customer safety.

Yes, you will not lose any of your MyWellness data as this forms a part of our new Active Lifestyles App.  Through the new App you’ll also be able to register and use our new booking system, keep up to date with any changes to our timetables, and services as they reopen.  You will need to delete your current Wellness App.

Our Active Lifestyle App can be downloaded from the following stores:

You can still use a web based version of our New booking system.  Please register here, or alternatively please call 0300 333 0300 and a member of our Active Team will be able to assist you further.

The app is free to download and you can use your regular payment mechanisms for any bookings you make.


If you already have an existing MyWellness Account select ‘Continue with email’ and login using your MyWellness account details.  (You will already have an account if you have a wellness key or if you receive invitations to join challenges).


If you can’t recall your password, you can reset it using forgotten password. (Please check this hasn’t gone into your junk/spam).


I don’t have a MyWellness Account:

Just select ‘Create mywellness account’ to create a login for the App.  If you are aged under 16years an email will be sent to a parent to authorise.

Our new online booking system links your membership to our front of house system. Once you have logged into both the App and booking system you won’t be asked to login again.

No.  This is a completely different system.

If you are an existing member (annual, prepaid, or pay as you go member) select ‘I’m a member but I need to create an online account’ option.   You will then be prompted to fill out your details including card number, date of birth and the email address you used when setting up your account.  These must match our records.  Only one member can use this email address.  You will then be sent a confirmation email.


If you are new and don’t have an account already with us select ‘I’m new and would like to sign up’. You will then be sent a confirmation email.

It is highly likely that your email address is already registered against another account e.g. a sibling or partner.  If this is the case, please call 0300 333 0300 or email

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

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

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

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

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

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 the induction and training to use these pieces of equipment.


Please do not visit us if you are feeling unwell.  By all means please call us to cancel/move your booking if you feel up to it.


Please do not visit our Centres if you have any symptoms of coronavirus, you’re waiting for a coronavirus test result, you’ve tested positive for coronavirus, or you live with someone / have come into contact with someone who has had symptoms.

To get the latest Get the latest NHS information and advice about coronavirus (COVID-19) please click here:

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.

A pre-filled water bottle.  Our drinking fountains are available but are only to be used to re-fill water bottles only.  Drinking directly from the water fountain won’t be allowed.  Please arrive dressed ready for your session.

Active cards will not be required initially. Please book your activity/session in advance, and bring evidence of your booking with you e.g. on your phone or printed ticket.

If you made your booking through our Contact Centre and don’t have access to a smart phone or printer, please do not worry, we can look you up on our system when you arrive.

The changing rooms and showers will not be available, so please arrive dressed and ready for your activity. Toilets will be open but restricted to one or two occupants at a time.

Lockers will be not be available. Please limit the number of personal belongings that you bring to the Centre, as they will need to stay in the room where you exercise. Please leave any valuable personal items at home as we cannot take responsibility for the loss of property.

Individuals will need to book in separately. Once you have arrived you will need to exercise following the same social distancing measures expected of individuals.

This does not apply to parents and guardian’s who are exercising with their children from the same family household.

A one way system is in operation with restricted access. 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.

How will equipment be cleaned?

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.


Will all the different types of equipment still be available?

Yes, however where the equipment is positioned together e.g. a line of treadmills, every other machine has been switched off to enable social distancing.  Each member needs to allow a gap of 1 piece of equipment either side of them.


Can I use my own sweat towel at the gym?

No, please do not bring your own towel to the gym.  This is purely to protect you.  Please use the blue tissue roll provided and immediately dispose of it in the bin after use.


What happens if I am late for my Gym session?

If you are late you will be able to join in for the remainder of your time slot or you may wish to try and book another available session.


How do I get my program reviewed?

For the first month, we will have a small amount of staff resource in our Centres. We will soon begin to offer programs again but program adjustments and reviews won’t be available initially.


I usually workout with a friend, can I still do this?

Please be mindful of social distancing and limit person-to-person contact. 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.


Can I bring a friend using a day pass?

When we reopen, we’ll be looking after our members to ensure that they are able to return to the Centre.  Unfortunately, day passes won’t be accepted until further notice.

How will social distancing be managed in classes?

To ensure that there is adequate space for you to participate in your chosen activity we are asking that you book in advance for all sessions so that we can control numbers and maintain safe social distancing.


Do I need to bring my own equipment?

You are welcome to bring your own items where you might prefer to e.g. yoga mat.


What happens if I am late for my session?

If you are late for a class and have missed the instructor warm up you unfortunately will not be able to participate this time. Please arrive promptly but not too early. Allow time to arrive for your session in order to comply with any new one way systems, queuing with social distancing and checking in.



Some Fitness Classes may be moved into our Sports Halls. This means more than one activity may run in the same space, at the same time. Please be both respectful and understanding about noise whilst we use these temporary locations.

Do I need to bring my own equipment?

Yes, we will not be hiring out any sports equipment.


How do I know which court I’ve booked?

The number of the court you have hired will be in your booking confirmation email.  Please book in at the kiosk, follow the directions to the Sports Hall, the court numbers are labelled on the wall.  If you are in any doubt, please ask a member of the Active Team.



Some Fitness Classes may be moved into our Sports Halls. This means more than one activity may run in the same space, at the same time. Please be both respectful and understanding about noise whilst we use these temporary locations.

Please inform a member of staff.

We ask all members and staff to adhere to guidelines and will be operating a zero tolerance policy.


Please email your reactivation request quoting your DFC payment reference number to:

Your DFC (Debit Finance Collections) payment reference number can be found on:

  • Your membership agreement (email when you joined)

  • Any recent communications from DFC

  • Or on your bank statement against the monthly direct debit.

Please email your reactivation request to: or call 0300 333 0300.  We will reactivate your membership and confirm the revised expiry date.

Please call Debit Finance Collections on 01908 422 0202 or email

Please call Debit Finance Collections on 01908 422 0202. DFC are our payment partner for collections.

Yes, all annual memberships were frozen at the point of our closure so that no time has been lost.

If you would like to find out how many months are left on your annual membership.  Please email us at or call 0300 333 0300.

Don’t worry, if you are not wanting to return to the centre as soon as it reopens, you can continue to freeze your membership.  When we are able to update about membership, we’ll confirm the next steps if you wish to continue freezing.

During lockdown we announced that our Members could access a 60 day free trial to Les Mills online fitness classes.  We are continuing this.  The free trial has no tie-ins or obligation to continue, but if you wish to subscribe after the 60 days, the Active Lifestyle member price is £7.94pcm (normally £11.95).  Find out more here:

Please make contact with us. You can email or call us 0300 333 0300.

We understand that you may have concerns about returning to public spaces. Please call us on 0300 333 0300 or email to discuss your circumstances before making any changes to your direct debit.

Debit Finance Collections are our payment partner for collections.  To get in contact with Debit Finance Collections please call 01908 422 0202 or email


You are welcome to take a look at our facilities from the comfort of your home through our online video sales tour which can be found here YOUTUBE/WATCH

If you want to take a look in person we will apply social distancing whilst walking you around or allow you to take a look around yourselves with an access card.

Of course you can still trial the facilities if you are thinking of joining as an Active Lifestyles member. Please enter your details in here: or call 0300 333 0300

Before using the Gym, Bodytone or BioCircuit you will need a one off induction. Please call us on 0300 333 0300 for further information.

We will be launching a new App in the coming coming week, through which you will be able to register for our online booking service and Active Card.


Where can I find up to date information as advice changes?

For bookings, programme information and to keep up to date with services as they reopen, please down load our Active Lifestyles App available in the Apple and Google Play Stores.

Further guidance on social distancing in the UK (including translated versions)


Click here for Futher Guidance on social distancing for everyone in the UK, including children, and protecting older people and vulnerable people ( link)

This guidance is for everyone, including children. It advises on social distancing measures we should all be taking to reduce social interaction between people in order to reduce the transmission of coronavirus (COVID-19). It is intended for use in situations where people are living in their own homes, with or without additional support from friends, family and carers.  Translated versions are included.


What do I need to do and how can I protect myself from coronavirus (Covid-19)?

The latest information and advice from Gov.UK and NHS.UK


  • Coronavirus: what you need to do – all the information in one place from the UK government. It includes protecting yourself and others, employment and financial support, school closures, education, childcare, information for businesses, healthcare workers and carers, and more.

  • Health information and advice from– includes what to do if you think you’ve got symptoms.

  • Check the NHS website if you have symptoms– includes stay at home advice if you or someone you live with have either a high temperature or a new, continuous cough, how to access the NHS 111 coronavirus service, how to avoid catching and spreading it and more.