FAQs – We understand you will probably have some questions if you haven’t been back into one of our sites just yet. To make things a little easier, we’ve put together a complete list of frequently asked questions.



When will my next payment be taken?

If your normal Direct Debit date is the 1st of the month, your next Direct Debit payment will be collected on the 1st of May. This will be a lesser payment to compensate for the 1st January payment that we collected. The calculation is based on a pro rota deduction from your usual monthly amount.

If your normal Direct Debit date is the 15th of the month, your next Direct Debit payment will be collected on the 15th of April. This will be a lesser payment to compensate for the 15th December payment that we collected. The calculation is based on a pro rota deduction from your usual monthly amount.

I am an annual pre-paid member, will my membership be extended?

Yes, we will extend your membership for the number of months the centre is closed.

Can I freeze my membership?

Yes, you can freeze your membership free of charge for 1 month at a time. 

What happens to my contract for the months you have been closed? 

The agreement is for 12 instalments, not for 12 consecutive months; therefore, you will be required to make 12 payments.

Our approach to safety, cleanliness and social distancing

Is it safe to go back to the gym?

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

We’ve implementing enhanced cleaning procedures and adopting stringent social distancing measures to create a safe environment for you to visit. 

 We are also asking members and staff not to visit the centre if they feel unwell or have COVID-19 symptoms, and there will be clear signage to reflect this. 

What are your enhanced cleaning and safety procedures?

Both staff and members will play a part in creating a clean and safe environment for everyone. Our increased infection prevention procedures include:

  • Hand sanitising stations: We ask that you sanitise your hands in the entrance on arrival and throughout the gym during your visit
  • Disinfecting equipment: On arrival at the gym please pick up your own Disinfectant spray and cloth, each item of equipment must be cleaned before and after use. We ask that you spray onto the cloth and then wipe the machine, thank you. 
  • Enhanced cleaning procedures- our teams will be carrying out enhanced cleaning procedures focusing heavily on all touchpoints throughout the day.
  • Increased cleaning hours: Gym equipment will be sanitised on a regular basis throughout the day and the gym. We’ll also be shortening group exercise classes to allow more time for the studios to be cleaned.
  • Training: All staff have undertaken cleaning training including COVID-19 Awareness, Infection Prevention and Hand Hygiene
  • Protection: We’ve installed plastic shields at reception desks.
What social distancing measures have you put in place?
  • Social distancing signage: This includes including floor markers indicating where to stand, posters indicating the capacity in each area of the gym and, where possible, directional signs indicating one-way systems
  • Limits on numbers: To avoid overcrowding, we will limit how many people are allowed in the gym at once. It is important you book your sessions at ‘Peak Time’ which is Monday to Friday between 4 pm and 7.45 pm before you arrive. We ask all members not to enter the site until the start of their session. You will be asked to swipe your membership card at reception before each visit. There will be no need to book weekend sessions or before 4 pm or after 7.45 pm on weekdays.
  • Smaller classes: When we recommence classes, our Studio capacity will be reduced for group exercise classes. 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.
  • Less equipment: Some equipment on the gym floor will be unavailable to allow for social distancing.
Will staff be wearing Personal Protective Equipment (PPE)?

Our staff will be risk assessed for the need for barrier protection, e.g. face coverings such as visors. PHE guidance states that where physical distancing can’t be maintained, or the possibility for exposure is high (such as long lengths of time indoors) or risk of the activity is high (for example directly working with bodily fluids) there is a higher risk of exposure. 

All members of our clean team will be provided with adequate PPE to ensure both their own safety and yours, in line with Public Health England and UK Active advice. All other members of staff will be wearing PPE where the 2-metre rule can’t be adhered to. 

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. In addition, in a gym environment masks will get damp, which reduces their effectiveness and may also limit a member’s oxygenation when working at intensity. 

Will you be providing hand sanitising gel and wipes in the centre?

Yes, there will be a free-standing hand sanitising station at the entrance to the centre, which we ask you to use before you enter, as well as additional-mounted hand sanitising dispensers in key areas throughout the centre.

There will also be disinfectant spray and clothes available so you can clean your equipment before and after use. 

Have the gyms been deep cleaned?

Yes, all gyms are deep cleaned regularly. This is an enhanced cleaning process to ensure gyms are clean and disinfected.

During the closure, all our swimming pools have remained full, filtrated and dosed with the appropriate level of chemicals to ensure they are in the best condition for reopening. Regular checks on the water quality have been completed along with planned maintenance of the pool plant equipment. A full opening procedure has taken place following the guidance from the British Pool Water Treatment Advisory Group (PWTAG). 

Our sites have been visited regularly by our building maintenance teams and we have followed a strict water management regime of regular flushing and turnover of water in our systems, along with temperature monitoring on all our showers and taps. A number of microbiological water tests will be carried out on our water system prior to opening. 

How can I reduce the spread of infection in the gym to protect myself and others?

Please stay at home if you have any concerns whatsoever that you may have contracted, or been in touch with anyone infected with COVID-19.

When in the gym, following the simple guidelines: keep your distance, wash your hands, and clean down the kit before and after use with the new self-cleaning stations provided. Also, try not to talk directly to people face to face, rather to one side of each other. Shouting propels droplets further. If coughing or sneezing, do so into the inside of your elbow to catch droplets.

Visiting the gym

Has anything changed since the centre closed in January 2021?

We are following the government road map and reopening areas when allowed following the strict guidance in place by our governing bodies.

How can I book?

Follow the link to the webpage to find out about our Your Space App, all bookings can be found within the app.  

Will there be any changes to my gym’s opening hours?

Yes, some of our sites have adjusted their opening hours please check their specific website for full opening times.

Will there be any changes to the class timetable?

From the 17th May 2021 we have started reintroducing our group exercise programmes, these will be run at reduced capacity with extra safety measures following Government Restrictions. Please check the Your Space app to book a class. 

Is there a time limit for my visit to the gym?

Currently sites have adopted a time limit on all training sessions, this will be reviewed on a regular basis.

How do I make a gym or swim booking?

Follow the link to the webpage to find out about our Your Space App, all bookings can be found within the app.

Do I need to arrive earlier for my booked class?

Please arrive no more than 5 minutes before your booked session start time, wait outside on the designed floor markers until your session start time.

What should I bring?
  • Workout gear: Please arrive ready to work out to reduce the numbers in the changing room.
  • Minimal belongings: All you need is your membership card and bank card if you want to make a purchase.
  • Full water bottle: Water dispensers are available if required however to reduce touch points please bring a full bottle.
  • Yoga mat: If you’ve booked a yoga or Pilates class we ask that you bring your own mat if possible or use the disinfectant provided to clean the mat before and after use.
  • Towel: If you’re using the pool, please bring your own towel. Please don’t bring a sweat towel.
Do I need to arrive ready to workout?

Yes, please do arrive ready to workout where possible as the changing rooms have limited capacity. 

Will there be changing rooms and lockers available?

Changing rooms will be re-open but limited to a maximum number, this includes single cubicle showers.

Gym services and facilities

Will I be able to access Personal Training when you reopen?

Yes, however, we will only allow our PT’s to have 1-1 sessions during this period. The only exception to this is a group session with people from the same household.   

Can I book a programme review or induction?

Yes, we will be offering these on a 1-1 basis or if you are part of the same household you can do this together with one of the instructors.  

Are you allowing junior’s into gym sessions?

Yes, the capacities will differ site to site and they are expected to book as per adult member.

Will I be able to buy food and drink at the café?

The café will remain open with a limited menu available, but you will only be able to order takeout food and drinks.
Outdoor seating will remain available.

Swimming and relaxation areas

Will I be able to use the swimming pool?

Swimming sessions need to be pre-booked the same as Gym and class bookings.

For swimming lessons please see below FAQs under Your Swim Academy.

What about family swim sessions?

These session need to be booked via contacting the site direct on 01777 706500. 

Will classes run by external providers still be operating?

Please check direct with your external provider.

Your Swim Academy

When will Swimming Lessons restart? 

Swimming lessons will restart on Monday 12th April 2021 for all under 18’s, over 18’s (on 31st August 2020) will re-start from 17th May 2021 in line with the government road map.   

When will my payments restart? 

If your normal direct debit date is the 1st of the month, your next Direct debit payment will be collected on the 1st of May, this will be a lesser payment to compensate for the 1st of January payment that we collected. This calculation is based on a pro rota deduction from your usual monthly amount. 

If your normal Direct Debit date is the 15th of the month, your next Direct Debit payment will be collected on the 15th of April. This will be a lesser payment to compensate for the 15th December payment that we collected. The calculation is based on a pro rota deduction from your usual monthly amount.

How will the lessons restart? 

Swimming Lessons will re-start with the same restrictions as we closed in January 2021, more about these can be found below.  

Is it safe to restart Swimming Lessons? 

Over the closure period, we have been working with Swim England who is the National Governing Body for swimming and will be following the ‘Return to the Pool’ guidance produced by Swim England and Public Health England. 

As Covid Secure sites we have increased our cleaning and operational plans to exceed government requirements. 

How does chlorine water effect COVID-19? 

Scientific studies have shown COVID-19 along with most bacteria cannot survive in Chlorine Water, the swimming pool is one of the safest places. All our pools follow strict filtration and testing processes.  

Will the number of swimmers per class be reduced? 

We will continue to reduce the number of swimmers per class, this varies between pools. Numbers will gradually increase back to pre COVID levels in line with the government road map. 

I am concerned my child may have forgotten how to swim? 

Don’t worry, we will be re-assessing all swimmers over the first 2 weeks and will update our online tracking system. You will find they will soon remember all the skills very quickly.  

Is there anything extra I can do to help? 

The more you / your child swims the quicker the skills will return. We have planned top-up Intensive Crash Courses over the school holiday from June as well weekly Family Swims which you can book. Remember any swim academy member can access swimming at any of our facilities for free.  

My teacher is normally in the water, will this still happen? 

The Swim England Guidance encourages all teachers to teach out of the water, if our teachers do need to be in the water, they will ensure they are always social distancing.  

What else may be different about the swimming teachers? 

We hope you do not see too many changes but unfortunately, our teachers will not be able to help swimmers with goggles or armbands.  

What about the equipment used in the lesson? 

Scientific studies have shown due to COVID-19 not being able to survive within chlorine water then as long as the equipment is dipped in water between use it will be safe. However, we will be reducing the use of the equipment and ensuring it is not shared between swimmers. Also, most of our pools will offer the chance for you to purchase your own equipment (normally only a kickboard will be needed) and then bring this to each session. Just remember to write your swimmers name on the kickboard.  

Are face-covering required? 

Yes, face coverings will be required while inside the facility, normal government guidelines apply.

Will I be able to watch swimming lessons? 

Yes, this is limited to 1 adult per swimmer, however, please do not forget your face covering and ensure you are social distance when spectating.   

What about the changing rooms? 

Our changing rooms will be open, we ask for all swimmers to arrive “swim-ready” so they just quickly need to remove clothing and then go onto the poolside to a designated waiting area. After your lesson, you can either quickly get dry and changed or wrap up warm and get changed at home. 

What about showers? 

Swim England guidance advise all swimmers to shower at home before and after each swim. Our showers will be closed for swim school members. 

What about lockers? 

Some lockers will be available but if possible, we ask you to bring a bag to store clothes in and be taken away with the parent/guardian during the lesson. 

Will my lesson start time change? 

Your lesson time will be the same as when we closed in January 2021 unless someone contacts you. Our team will be back from 6th April to contact affected members or available for any questions.  

What do I do when I arrive?  

We ask for swimmers to arrive ONLY 5 mins before a lesson and be on the poolside in the designated waiting area 2-3 mins before the lesson starts. This allows the lesson before to finish, while the next lesson has already left the changing rooms. Spectators only leave your seating position when either called by a teacher or when your swimmer leaves the poolside. This will reduce the chance of overcrowding in the collection areas.

Will there be any other changes at the pool? 

Everyone will be asked to sanitise hands-on entry and exit of the building and we have increased sanitisation station throughout the site, some sites will have one-way systems in place. Please have a lookout for any new signage and have a read on your first visit.   

What if my question hasn’t been answered? 

You can contact your pool direct from 6th April and they will be able to help, please be aware we are expecting a lot of enquires so there may be a delay in response time. 

Other FAQs

Can I bring a friend using a free day pass?

No, unfortunately, day passes won’t be accepted for the foreseeable future. In the first stage of the government road map, you must train alone or within a household.

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

You should only train with a member of your household as per current government guidelines.

I want to join, are you taking on new members?

Yes, we are always taking on new members! To join, follow the link to view our amazing membership packages, fit to suit everyone’s needs. 


Should I wear gloves in the gym?

No, gloves can harbour a high viral load and contaminate surfaces. The individual may also transfer from glove to face in a higher dose and not touching the face and washing hands thoroughly is far more important.

Do I have to wear a face mask in the gym?

Yes, we are asking members to wear a face covering in busy areas.

Although we are rigidly monitoring capacities within our facility as per government guidance there will be a slight increase in people passing through reception and communal areas, therefore using a face covering is an extra precaution we’d like you to take.

Areas where a face covering is required;

Main Reception
Pool Corridors
Viewing Balcony

You are not required to wear a face covering whilst you are exercising and whilst using the changing facility.

If you forget a face covering, don’t worry, we have a limited supply on reception that you can purchase.