Reopening FAQs

Find answers to your questions about re-opening

We are constantly reviewing our guidance and policies. The following advice will be correct as of 19th July 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.

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.

Please note that from the 26th of July there will no longer be a pre-booking requirement for Gym sessions at your centre (excluding Hinckley and Blackwater Leisure Centres who have already removed this function) . Please be aware that all other sessions, including classes and swim sessions must still be booked online via the Places Locker app or by calling the centre directly.

Our centres:
Cleanliness & social distancing |
Swimming lessons | Gymnastics and trampolining

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

Gym | ClassesSwimming | Health Suite

Juniors | Café | Places Locker

 

Our centres: Cleanliness & social distancing

We have taken every effort to ensure that our team have time to clean the facilities and equipment before and after sessions and we will continue to ask our customers to clean all the equipment before and after use. We are managing footfall throughout the whole centre by staggering activity start times and asking customers to queue in designated areas.

Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.

Please find below more information on how we're working hard to keep you safe to ensure an enjoyable visit.

  • All activities (excluding Gym sessions from 26th July) in our centres continue to operate in sessions and must be booked. Please click here for more information on booking. 
  • All changing rooms will reopen.
  • Initially, we will continue to have plastic screens in our reception and café areas. These will be phase out over time.
  • Please be aware that some of our centres may require outdoor queuing to access the centre, but we've aimed for indoor queuing wherever possible.
  • 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.

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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

  • Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.
  • On arriving, please make your way to the swimming lesson waiting area. Our team will help you and our signage will guide you.
  • Some centres may continue to ask you to arrive swim-ready with costumes under your clothes, as well as googles and hats on. In addition, please be prepared to 'dry and go' at the end of the lesson. Please check with your local centre for guidance.
  • Where possible, please shower before and after your lesson at home.
  • Parents should follow the directions of the onsite teams to viewing/waiting areas.
  • Please be at the collection point at the end of the lesson to collect your child and make your way to the exit (this will likely be different to where you entered so please follow the signs or the directions of our team).

Lesson structure

  • Teachers will deliver lessons from poolside. Buoyancy aids will be introduced if required.
  • To ensure the safety of all participants we require children in pre-school lessons to be accompanied in the water by one adult

New enquiries

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

Please bear in mind that because capacities are reduced due to social distancing guidelines there is less choice than usual so please try to be flexible where possible.

Get in touch

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Gymnastics and trampolining

A reminder of what's in place

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

  • Sharing of equipment will be restricted
  • Some apparatus will not be used if it cannot be suitably cleaned
  • Coaches will not be able to physically support gymnasts
  • Gymnasts may not be in the same groups as they were previously
  • The layout of sessions may look different

How will my pre-school child manage without support?

To ensure you, your child and our coaches remain safe, teachers will not be able to physically support your child in any way. We ask that parents of all children attending pre-school programmes stay to assist our coaches and ensure your child gets the most out of their lessons.

What do I need to do when I arrive?

Please arrive no more than 10 minutes before your lesson. You may be asked to wait to allow for the safe set up of programmes or exit of classes before yours.  Since the last reopening we have made some changes to allow you to queue indoors rather than outdoors. However, please be aware that some of our centres may require outdoor queuing to access the centre.

Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.

On arriving, please make your way to the gymnastics/trampolining entry point. Our Placemakers will be available to point you in the right direction.

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. 

Parents should follow the directions of the onsite teams to viewing/waiting areas.

Please be at the collection point at the end of the lesson to collect your child and make your way to the exit. This may be different to where you entered so please follow the signs or the directions of our team.

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

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 note that from the 26th of July there will no longer be a pre-booking requirement for Gym sessions at your centre. All other sessions, including classes and swim sessions must still be booked online via the Places Locker app or by calling the centre directly.

Please continue to book all sessions (excluding Gym sessions from 26th July) 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. If a space is available, we will allow you to book a slot. If you're having difficulty booking online, please contact your local centre. Customers with a visual impairment are encouraged to call the centre and make their booking over the phone.

Please use our ‘Notify Me’ feature through online bookings. As restrictions are likely to be removed from the 19th of July, we will begin to increase our capacities for our classes and swim sessions over the next weeks and months. 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.

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.

If you were using Pay as You Move without a membership prior to lockdown, you will need to visit your centre if you paid a discounted price and wish to still use this moving forward, as you will need to provide proof of eligibility. Until you have visited the centre, you will see the standard price when you go to book a session online. Once you have visited the centre and they have set up your discount, you will be able to book at the discounted rate online. All customers aged 0 - 17 and 65+ will automatically be eligible for discounted prices on Pay as You Move sessions. 

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 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 

You’ll have read about the importance of booking ahead and it is essential that you do so.

Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.

We’d recommend that wherever possible you arrive dressed for your activity and shower at home, although changing rooms will be available at most sites. 

At our busiest centres, a member of the team may be at the entrance to greet and assist you. They are there to help all of you enjoy a safe visit. 

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

We’d recommend that wherever possible you arrive dressed for your activity and shower at home, although changing rooms will be available at most sites. 

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Health Suite 

Most of our health suites will open as normal from 19th July, please check with your local centre before arriving at site

 

Our teams

Your help by booking ahead, following signage and any guidance from our Placemakers (the greeter you may see) is appreciated, and contactless payments are encouraged over cash payments. 

We love to help you hit your goals and help you enjoy activity, and now is no different.   

 

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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.

Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.

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: 

Please note that from the 26th of July there will no longer be a pre-booking requirement for Gym sessions at your centre.

  1. Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.
  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 will be 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 click here. When registering or downloading Places Locker app please use the email address linked to your membership. Our frequently asked questions on booking are available here. 
  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. Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.
  4. Please bring your own water bottle, our water fountains will be 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.
  13. 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 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

 

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Swimming

Here's everything you need to know: 

  1. Booking slots are in place to manage capacity in the pool and footfall around the centre and we use the time before and after slots to ensure the environment is thoroughly cleaned for the next customers.  
  2. Please continue to book all swim sessions via the website or Places Locker app. To book online or register please click here. When registering or downloading Places Locker app please use the email address linked to your membership. Our frequently asked questions on booking are available here.
  3. Please help with cleaning down areas and managing footfall by minimising your time spent in the changing rooms.
  4. 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. The child will require a membership and their session will need to be booked in advance. More information on booking online is available here.
  5. Children will need to provide their own email when setting up a member account. There is one booking slot permitted per person.
  6. If you wish to Pay as You Move for your swim, please register for a Places membership first, simply sign up here for free
  7. Wearing a face covering in our centre’s is now optional. We appreciate some customers will continue to wear a face covering and some of our team members may choose to wear a face covering some or all the time.
  8. Hand sanitisers and wipes will be available throughout the centre.   
  9. Please bring along any swim aids required as there will be no loan equipment available.
  10. Please bring your own water bottle, our water fountains will be available.
  11. We always appreciate you looking out for each other – and swim and lane etiquette has never been more important than it is now. 
  12. Please choose a lane that is reflective of a speed that you can maintain throughout your swim. 
  13. Please follow requests from lifeguards immediately and at all times. 
  14. 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. 
  15. 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

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Juniors

Here's everything you need to know:

Junior gym access

All members, including Junior Places members (our free membership) need to register to book online. They should contact their local centre to update their member record and provide their email address if required. The responsible adult attending with the junior must have their own email address linked to their member record. More information on registering to book can be found above.

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.
  • Have pre-booked a session. Please see our booking guidelines for information on how to do this. 

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. The junior will require a membership and their session will need to be booked in advance. More information on booking online is available here

 

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Café

We are returing to normal capactites within our cafe's and look forward to welcoming you back.

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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 here.

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