Keeping You Safe - YOUR Leisure

#LiveBetter | Train Safe

Customer Support

During the enforced closures to combat COVID-19, your Leisure Centre teams have worked hard to ensure the centres have been made COVID-safe upon reopening as we welcome back members; regular and new. 

This page will provide you with all you need to know about returning to YOUR leisure centres.

We aim to provide you with a full guide to what we're doing to help you to Live Better and Train Safe by keeping our centres COVID-secure and member FAQs.

Thank you for all of your cooperation and understanding during these difficult times and we look forward to now moving towards normality.

If you need any help, give our friendly team a call on 03333 660661 or email memberships@yourleisure.uk.com

Watch our 'Returning to Your Leisure Centre' video below

As we continue to review our re-opening protocols inline with Industry and Government best practice and to help us keep our centres COVID-secure, we kindly request that, unless you are exempt, you wear a suitable face covering when entering the centres and keep it on while heading to your activity area. Then please wear it when leaving the activity area and the building. If you are a Swim School parent/guardian, we request you wear a face covering as above and when on poolside.

*** 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)

What we're doing to keep our centres COVID-safe

All activity sessions must be booked online in advance to control capacity and ensure social distancing

We are committed to additional deep cleaning and sanitising of all areas of the centres

We have placed one way systems around our centres to help with social distancing

You will be able to use our centre's hand sanitiser stations when entering activity areas

Group exercise classes are held in the large sports halls where we can ensure social distancing*

We've reduced our pool capacities and introduced staggered start times to ensure safe distances

* Group exercise may be limited from time to time depending on government rules

COVID-19 Information & FAQs

  • Opening Dates

  • Memberships Information

  • Discovery Park & Bluewave

  • Swim School

  • Hartsdown Gymnastics

  • Online Bookings

  • Join Online

  • Contact Us

KEY FACILITY & ACTIVITY OPENING DATES

The following Information covers the following facilities:

  • Hartsdown Leisure Centre
  • Ramsgate Leisure Centre &
  • Tides Leisure Centre

For Discovery Park Gym and Bluewave Hydrotherapy Pool and Gym please see their tab.

12 April 2021 - Leisure Centre can reopen:

Activities available from this time are Gym, Feelgood Factories (Hartsdown & Ramsgate) & Swimming as well as our U18’s course programme including Swim School (all facilities), Tennis Academy (Tides Leisure Centre) & Gymnastic Academy (Hartsdown Leisure Centre). Clubs will also be permitted to return for U18’s only.

17 May 2021 - Group Ex & Casual Tennis can return:

As well as the activities listed above (12 April) our Group Ex programme (including Active sessions) will return alongside Casual Tennis at Tides Leisure Centre.

21 June - Review:

The government will be reviewing UK restrictions and further information will follow at which stage we will be able to update our plans and advise all our customers on future removal of restrictions and opening up of other services and activities.

GET THE APP AND STAY UP-TO-DATE! 

With our new Live Better ONLINE digital membership, you can focus on your health and wellbeing. Join in with the Your Leisure instructor and trainer-led programme of live streams and on demand videos.

PLUS! Download the app for free from your app store and you can also stay up-to-date with your centre's key information and timetables

GET THE APP AND STAY UP-TO-DATE! 

With our new Live Better ONLINE digital membership, you can focus on your health and wellbeing. Join in with the Your Leisure instructor and trainer-led programme of live streams and on demand videos.

PLUS! Download the app for free from your app store and you can also stay up-to-date with your centre's key information and timetables

Updates & Communication

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: CLICK HERE

Social Distancing

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

During our phased 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 COVID-19 Secure Government guidance, our social distancing measures include:

  • Phased the return of certain activity areas and programmes.
  • Created one-way systems to access specific activity areas.
  • Online booking systems that limit the number of members & customers at any one time.
  • Moved all activities to online pre-booking so that members & customers will be required to pre book their sessions.
  • Adjusted opening times and created 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.
  • Controlled access, numbers, and amount of equipment within the gym.
  • Reduced pool capacity and introduced staggered start times to ensure safe distances.

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.

Lessons - Swim School, Gymnastics & Tennis Academy 

I'd like to add my child to the Swim-School.

Thank you for your interest in Swimming Lessons, you can register your interest right here: http://yourleisure.uk.com/swimschoollist/

*Please note, as you can imagine, the enhanced protocols around creating a COVID-secure environment means that team members are currently fulfilling additional duties and there may be a delay in reply.

I'd like my child to do Gymnastics

Thank you for your interest in Gymnastics, you can register your interest by emailing: gymnastics@yourleisure.uk.com

*Please note, as you can imagine, the enhanced protocols around creating a COVID-secure environment means that team members are currently fulfilling additional duties and there may be a delay in reply.

I'd like my child to join the Tennis Academy 

Thank you for your interest in the Tennis Academy, you can register your interest by emailing Vanessa Webb on vanessa.webb@yourleisure.uk.com

*Please note, as you can imagine, the enhanced protocols around creating a COVID-secure environment means that team members are currently fulfilling additional duties and there may be a delay in reply.

Membership & Payments

I cancelled my membership during lockdown/Tier 4, 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 once we reopen 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/Tier 4, 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 here: Live Better Memberships

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 or freeze your membership.

I may need to cancel due to my circumstances changing?

Before you cancel, you may wish to consider our new membership structure Live Better Memberships 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?

To ensure we adhere to track and trace protocols, all activities must now be booked (and paid for) online. To gain access to online booking, please register for the FREE Live Better Gateway membership here: https://ebookings.yourleisure.uk.com

The Gateway membership is a free that will allow you to make bookings via the online portal. Please note, payment needs to take place at time of booking online as there are no cash facilities on site.

Before your visit, please familiarise yourself with each of the centre COVID guidance here:

http://hartsdownleisurecentre.co.uk/covid/

http://ramsgateleisurecentre.co.uk/covid/

http://tidesleisurecentre.co.uk/covid/

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. We apologise for the inconvenience caused and thank you for your patience during these challenging times.

Sports Hall

When will I be able to return to the activities in the sports hall?

Currently, the sports halls are being used for socially distanced group-ex (when able to run under govt restrictions) and will remain closed to regular sports hall activities until further notice. We apologise for the inconvenience caused and thank you for your patience during these challenging times.

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