COVID Return - YOUR Leisure

Returning to your

Leisure Centre

GUIDANCE FOR MEMBERS & FAQs 


Recent COVID-19 Government Updates

24 September: NHS COVID-19 app launched & venue QR codes
10 September: Social Gatherings, Rule-of-Six
Read more…

Guidance Introduction

This information has been developed in cooperation with industry partners.

It aims to support customers returning to our facilities following the period of closure, due to Covid-19, and provides guidance on reducing the risk of Covid-19 transmission within the leisure centre environment.

As with all environments, there is still a level of risk of Covid-19 transmission in the leisure centre settings that requires control measures to be implemented, based on our Covid-19 Risk Assessments.

All new systems and process have been implemented for safe social distancing and enhanced hygiene requirements, and this information will detail how this will impact on the different experience for you.

If you have any questions relating to the guidance, please contact info@yourleisure.uk.com or speak to a member of our C-19 management team

If you have any queries regarding your membership please contact memberships@yourleisure.uk.com or alternatively call us on 03333 660661 where a member of our membership team will be able to assist you further.


Returning Phase-Back Plans - updated 16 September 2020

To comply with PHE guidance and social distancing, the reopening of centres will be a phased approach.

From 03 August, members will be able to book limited sessions - please see the timetable below. Unfortunately, we will not be open to non-members until 28 September.

However, as a word of caution, the following phase-back plans could be subject to change with further Government announcements and guidance.   

Activity

PHASE 1


PHASE 2

PHASE 3

PHASE 4

HEALTH & WELLBEING

03-16 August 2020

17-30 August 2020

31 Aug - 27 Sept 2020

28 Sept - 01 Nov 2020

02 November 2020

Gym

Active Members Only

Previous Members

New Members

From 07 Sept Join online

Active Junior Members

From 15 Sept

-

-

Group-Ex

Active Members Only

Previous Members

New Members

From 07 Sept Join online

-

-

Feelgood

-

-

Active Members Only

From 31 Aug

Previous Members 

21 Sept

New Members

-

SPA - Treatments

-

-

-

From 05 October 

-

SPA - Thermal Spa

-

-

-

TBC

-

Active4Life

-

-

-

Active Members Only

From 5 Oct

New Members







Activity

PHASE 1


PHASE 2

PHASE 3

PHASE 4

SWIMMING

03-16 August 2020

17-30 August 2020

31 Aug - 27 Sept 2020

28 Sept - 01 Nov 2020

02 November 2020

Lane Swimming (16+)

Active Members Only

Previous Members

New Members

From 07 Sept Join online

-

-

Aqua Classes

Hartsdown & Ramsgate

Active Members Only

Previous Members

New Members

From 07 Sept Join online

-

-

Aqua Classes

Tides

-

-

-

Active Members Only

From 28 Sept

-







Activity

PHASE 1


PHASE 2

PHASE 3

PHASE 4

COURSES

03-16 August 2020

17-30 August 2020

31 Aug - 27 Sept 2020

28 Sept - 01 Nov 2020

02 November 2020

Swim-School

-

-

Active Members Only

From 14 Sept

New Members

From 28 Sept

-

Gymnastics

-

-


Active Members Only

New Members

Tennis Academy

-

-

Active Members Only

From 14 Sept

New Members

-







Activity

PHASE 1


PHASE 2

PHASE 3

PHASE 4

Sportshall & Tennis

03-16 August 2020

17-30 August 2020

31 Aug - 27 Sept 2020

28 Sept - 01 Nov 2020

02 November 2020

Sportshall

-

-

-

TBC

-

Tennis Centre

-

-

-

TBC

-








Important

DO NOT visit the facility if you are showing any symptoms of Covid-19.

(temperature, cough, difficulty breathing, or anosmia e.g. loss of taste or smell)


General Member user guidance

  • Please check our website/social media channels or contact our helpline for timetables and booking instructions before leaving home and your return. All available activities will be bookable in advance via our online booking portal. Please note turn up and play is not in operation at the current time.
  • Arrive ready to participate, changing facilities will not be available for Group-Ex or Gym customers but will be available for swimming (see specific swimming section) however customers are encouraged to turn up ready, even for swimming.
  • Toilets are closed for general use, but are available upon request.
  • Check for any specific instructions for parking and access times and plan travel arrangements and your journey accordingly for your pre-booked access time.
  • Ensure you have any booking confirmation required with you on arrival.
  • Whilst in the building and activity area, please follow our guidance on social distancing, direction of travel and other risk minimising control measures that we have put in place.
  • Use hand sanitiser stations on arrival and when entering your specific activity area.
  • Please feel free to bring along your own hand sanitiser to help us maintain clean environments.
  • Please follow our one-way entry systems to your specific activity areas and maintain a safe distance from other users as indicated.
  • Stay hydrated by bringing your own ‘pre-filled’ water bottle during your activity, this also includes when using the pool during your swim. Refreshments will not be available at this time from the centres.
  • Once you have finished your session, leave the facility as soon as you can following the direction exit routes.
  • Do not make physical contact with other members, customers or staff.
  • Please be aware that there may be pinch points within the centre where 2m social distancing cannot be maintained and these will be indicated.
  • Please do not loiter in any area unless waiting for entry into your specific activity zone and maintain a safe distance away from other users.

Choose your centre below for specific activity guidance and booking details


Frequently Asked Questions - updated 10 August 2020


General

How do I keep up to date with latest communication?

Regular updates have been posted since the start of March and will continue to be posted on the Your Leisure COVID-19 webpage to help provide timely information: http://yourleisure.uk.com/your-leisure-coronavirus-covid-19-updates/

We are delighted to hear that a good majority of you are raring to return. We have implemented the following phased return plan to ensure your safety and wellbeing.

To comply with PHE guidance and social distancing, the reopening of centres will be a phased approach. Not all activities will be available from the first day of Phase 1 (from 03 August).

Please refer to the Phase-Back Plans tables above to learn when specific activities will commence. Please note, during the initial phases, only current members will be able to access our services:

Phase 1 - From 03 August

Gym, Group-Ex and Swimming

The first invitation will be for Active Members* only:         03 to 16 August

*Active members are those who have not cancelled their membership instruction with us during this period and allowed us to simply freeze their collection.

The second invitation will be for Previous Members*:       17 to 30 August

** Previous members are those that have cancelled their membership instruction with us due to COVID-19 but wish to return.

Phase 2 – From 31 August

Feelgood Factory, Your Spa (specific treatments only), Swim School, Tennis Academy and Gymnastics will all be invited back.

Phase 3 – From 28 September

All being well, we will be able to welcoming new customers, however, all facilities will be cash-less and payments will be by card only.

Phase 4 – 02 November

We hope that by November, we will be able to start getting back to some normality.

However, as a word of caution, the following phase-back plans could be subject to change with further Government announcements and guidance.  

Social Distancing

What COVID-safe & social distancing measures are in place?

During these initial phased stages of reopening, a reduced number of activities on offer. As further restrictions are lifted and we can assure the safe delivery of additional activities, a more detailed programme will become available as guidance is provided.

Subject to the latest guidance issued 09 July 2020 our reopening social distancing measures include:

  • Phasing the return of certain activity areas and programmes.
  • Creating one-way systems to access specific activity areas.
  • Online booking systems that limit the number of members & customers at any one time.
  • Moving all activities to online pre-booking so that members & customers will be required to pre book their sessions.
  • Adjusting opening times and creating daily session to allow for regular deep cleaning.
  • Cashless facilities (there will be no cash transaction at the centres).
  • Hand sanitation stations on entry to the buildings and activity areas.
  • Exercises classes will be held in the large sports halls to allow for social distancing spacing.
  • Controlling the access, numbers, and amount of equipment within the gym.
  • Reducing pool capacity to ensure safe distances within lane swimming.

The health, safety and welfare of our members & customers and staff is our number one priority. We will continue to follow the very latest Covid-19 Secure Government Guidance and latest industry practice as it’s released.

What happens if I have to continue to social distance under the instruction of the NHS?

If, following notification by letter* (*evidence will be required) from the NHS and/or GP that you have been identified as ‘critically extremely vulnerable’ and are advised to shield, please contact the office to discuss options: memberships@yourleisure.uk.com

Hygiene

I understand that cleaning is important to reduce the spread of COVID-19. What additional measures have you put in place?

Additional deep cleaning and sanitising of areas will take place throughout the day, therefore, access to activity areas will be through pre-booked session to allow for enhanced cleaning slots.

Hand sanitiser stations will be available when you enter the building and as you enter your activity area. We are also requesting all members & customers help stop the spread by cleaning the gym equipment kit before and after use using the self-cleaning stations.

Some equipment for Group-Ex classes will not be provided and we will be asking members & customers to bring their own. This will be handheld items such as mats, yoga blocks, gloves etc. However, we will still be providing larger equipment such as pump bars, fight bags, dumbbells and steps. These will be cleaned prior to and at the end of every class.

Group-Ex

I am concerned that social distancing measures will restrict class sizes preventing from booking the classes I like.

Although the class programme may be reduced, we will be moving them into the main sports halls to assist with the social distancing requirement. Plus, by implementing a gradual return for our members & customers, we are confident we will be able to accommodate suitable class sizes.

If I can’t use my regular classes, can I cancel my membership?

If you feel that you can’t enjoy your regular classes, then yes, you will be able to cancel your membership.

When can I start booking group-ex classes again?

As the leisure centres are opening on Monday 3 August, online booking will be available from midday Tuesday 28 July 2020.

Lessons - Swim School, Gymnastics & Tennis Academy 

When will swimming, gymnastics, tennis lessons restart?

All being well, lessons are planned to restart during Phase 2, from the 31 August for all those current students on the programme.

When can add my child to the lessons waiting list?

All lessons are not due to re-start until 31 August for the current students on the programme. New students will not be invited to join unitl 28 September, therefore, please keep an eye on our social media channels and websites for updates on when the waiting list will re-open.

Do I have to pay for my swimming lessons now, as the swim school portal is asking for payments on the 15th of the month. 

The swim-school portal runs on an automated system, but please be rest assured all payments have been currently frozen and will not recommence until we have contacted you.

Membership & Payments

When will my membership payments start again?

As we re-opened from the 03 August, we are implementing a phased return and will be inviting members back in the following order:

Active Members (those members who did not cancelled their membership and allowed us to simply freeze). Your Direct Debit will recommence on the 15th August 2020 allowing you time to visit the centre and use our facilities to ensure that you are happy with the changes.

Previous Members Will be invited to re-join from the 17th August 2020. We will contact you with further information and confirm how this will work.

I cancelled my membership during lockdown, but would now like to return, what do I need to do?

Don’t worry, we are aware a number of members cancelled their memberships not knowing what to expect, but we’ll will be contacting all those that cancelled in August to reinstate any memberships for those who wish to.

What if I paid upfront, what has happened to the time we have been unable to use our membership?

Please be reassured that all membership and lesson direct debit payments were automatically suspended and therefore prevented any further payments being made. However, if you paid up-front, your membership end date will be extended ensuring you receive your full membership term. This will be adjusted as soon as we are able to return to re-open.

My Membership expired during lockdown, what do I do now?

If you have paid in advance for an upfront membership, then the time lost will be credited to your membership and your expiry date will be extended.

I may need to consider a different membership option?

Lockdown provided us with the opportunity to review our current membership structures and review these against previous surveys and feedback. We are therefore confident that there will be something for everyone now within our new packages which will be launched from September 2020.

All current memberships will still be valid, but you can transfer onto our new packages if they suit you better when the time is right.

What happens if I have to continue to social distance under the instruction of the NHS?

If, following notification by letter* (*evidence will be required) from the NHS and/or GP that you have been identified as ‘critically extremely vulnerable’ and are advised to shield, contact the office to discuss options: memberships@yourleisure.uk.com

What happens if I am recovering from surgery and unable to return yet?

If you are recovering from surgey,  contact the office to discuss options. Please note, we will need confirmation from your hospital or GP, contact the office to discuss options: memberships@yourleisure.uk.com

I am a key worker and the social distancing measures make it difficult to attend round my shifts, can I cancel my membership?

Yes, if you feel that you no longer require our services, then please contact memberships@yourleisure.uk.com

I don’t feel quite ready to return yet, can I cancel my membership?

Certainly, if you are not ready to return then we can accommodate that for you. Please contact our membership team at memberships@yourleisure.uk.com

If I can’t use my regular classes, can I cancel my membership?

If you feel that you can’t enjoy your regular classes, then yes, you will be able to cancel your membership.

I may need to cancel due to my circumstances changing?

Before you cancel, you may wish to consider our new membership structure that offers far more flexibility, these will be available from September. If, however, you still need to cancel please contact memberships@yourleisure.uk.com

I have a joint membership and my partner now wishes to cancel, what are my options?

Please contact us at memberships@yourleisure.uk.com where the team will be able to assist you further.

I am now working from home and don’t come into the office where the gym is based and have no idea how long I will be required to work from home?

Don’t worry, please contact the office to discuss options. memberships@yourleisure.uk.com

Is there a pay-as-you-go option?

Unfortunately, due to social distancing measures, we are implementing a phased return to ensure everyone’s safety and wellbeing. Pay-as-you-go options are planned from late September, however, this will be constantly reviewed against usage and further guidance. Please also be aware that all our centre will be cash-less and therefore all payments will be contactless only.

Creche

When the leisure centres reopen, will the creche service be available?

Unfortunately, due to the COVID-19 guidance we have received, creche services will not be provided initially due to the social distancing requirements.

Sportshall

When will I be able to return to the activities in the sportshall?

All being well, sportshall activities will aim to return by 28 September 2020.