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. Group-Ex classes are set to return to the studios with expanded programmes from 2 August 2021 at which time regular Sports Hall activities will return.

COVID-19 Information & FAQs

Opening Dates

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.

Discovery Park & Blue Wave

KEY INFORMATION FOR OTHER FACILITIES

Discovery Park Gym

We are planning to reopen the gym at Discovery Park, Sandwich from early July following the removal of some of the restrictions that are currently in place. We will contact members directly but please be assured that no collections will be taken during this period.

Bluewave Hydrotherapy Pool and Gym

Unfortunately, due to the timescales that this facility has now been closed we are planning to reopen from early September 2021 please keep an eye on our webpages for future updated and confirmation around services and activities that will be available at this facility.

Hartsdown Gymnastics

GYMNASTICS INFORMATION

Due to the current situation we have made some adjustments to our gymnastics programme in line with British Gymnastics guidance and PHE Guidelines to ensure our facilities are COVID-safe and provide the best opportunity for your child to restart their gymnastics with us.

Please be aware that although we have put precautionary measures in place there is always a risk and we ask our customers to assist us in maintaining the highest possible cleaning and hygiene standards.

Please check our website and social media channels or contact our helpline for regular updates and further information: http://hartsdownleisurecentre.co.uk/covid/

Classes & Ages:

Twinkling Stars (30 minutes): 18 months - 3 years

Rising Stars (45 minutes) : 3 years - starting primary school 

Shooting Stars (55 minutes): 4 years (at primary school) - 16 years. Shooting Stars classes are split into 4+, 6+ and 8+

General Guidance

  • Only one parent per child will be permitted entry to drop off child, but then will have to wait outside/car until lesson has finished. (Parents with gymnasts in pre-school Twinkling & Rising Star classes, will be required to accompany them throughout the session).
  • The seating/spectating area will be closed during this time.
  • Please do not loiter before dropping off and collecting your gymnast and maintain a safe distance away from other users.
  • Parking spaces will be blocked off to allow enough room for parents to social distance while they wait for their gymnast.
  • It is not compulsory to wear a mask when entering the building, and British Gymnastics do not recommend gymnasts wearing facemasks whilst participating in activities, however it is optional when waiting for their turn or moving round the gym.
  • Changing rooms are out of use, and we ask that gymnasts use the toilet at home before coming. While we will allow the toilets to be used if necessary, we want to minimize use as much as possible.
  • Ensure your gymnast arrives gym ready (hair tied up, jewellery removed, correct outfit, and a drink).
  • Arrive on your session time or no more than a couple of minutes before, and make sure your clothing is gym ready and slip on shoes where possible.
  • There will be a coach at the reception desk letting you in one at a time.
  • Use hand sanitiser stations on arrival and when moving around the different activity areas.
  • 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.
  • Floor markers and signage have been added to help guide and keep gymnasts safe when moving around the gym and a strict one-way system for entering and exiting the building has been marked out.
  • When the coach lets you through you must go over to a belongings zone/spot, take off and put down your belongings as quick as possible, then make your way (quickly) to a warmup spot on the floor, parents will follow the exit spots and go straight out of the fire exit as indicated.

Gymnastics Specific

We have adjusted and staggered start times of lessons as well as reduce numbers in the classes to allow for Social Distancing. Class times will be sent out ahead of the re-start, however, if you do have any queries please email gymnastics@yourleisure.uk.com or call our helpline on 03333 660661.

Sessions have been planned to ensure they are still progressive, fun and inclusive with minimal waiting times, and to initially ease them back into gymnastics ensuring their physical health, fitness and mental wellbeing are considered.

Coaches will be wearing visors and/or masks. This is essential when talking to parents and gymnasts when there is a chance social distancing cannot be maintained, and during first aid.

  • Although the sessions have been carefully and safely planned, gymnasts still run the risk of getting injured if they do not listen to and follow instructions.
  • Following social distancing guidelines, coaches are not allowed to physically support your gymnast during activity, unless to prevent an accident or in an emergency.
  • First aid will still be given when necessary as the coaches have the relevant PPE.

Specific Class Guidance

Before Class:

  • Gymnasts must sanitise upon entry, when moving zones, if they cough or sneeze into their hands, and if they need to use the toilets.
  • Throughout the gym there will be sanitising stations and clear guidance for social distancing.
  • Equipment has been spaced out, but please also make sure there’s only one gymnast on a piece of equipment at a time (coaches will also be ensuring this).

During Class:

  • Throughout the session, coaches will give guidance and encouragement from a safe distance, as well as making sure you adhere to social distancing.
  • Gymnasts will only move around the gym when being guided by coaches.
  • Gymnasts must not make physical contact with other gymnasts, or staff.

End of Class:

  • At the end of each session, a coach will manage the gymnasts collection of belongings and get ready for parent collection.
  • After collecting their gymnast, parents need to leave the facility as soon as they can following the directional exit routes.
  • Parking spaces will be blocked off to allow enough room for parents to social distance while they wait for their gymnast.
  • Please do not loiter around the gymnastics centre after collecting your gymnast, as it will conflict with the Governments Social Gatherings recent guidance.

Acknowledgement

By attending class you are agreeing to all the changes and guidance that have been stated and put into practice.

There will not be opportunities to speak to a coach regarding questions and queries you may have, so please email gymnastics@yourleisure.uk.com to discuss queries or request a phone call.

Join Online

NEW MEMBERS WELCOME

You can join as a new member online from Midday on Monday 12 April. You can view all our current membership options online: https://yourleisure.uk.com/live-better-memberships/

Membership Information

KEY MEMBERSHIP AND SUBSCRIPTION INFORMATION

We have reviewed all previous collections and the effects of all 3 Lockdown on memberships and subscriptions with the following adjustments that will be applied from April 2021.

Memberships collected on the 1st of the month (Excluding Live Better online memberships & Discovery Park)

All memberships with a collected on 1st of the month will resume collection on 1 May 2021. Your membership will however be reinstated prior to opening to ensure that you have access to the facilities from Monday 12 April and can book online.

Memberships collected on the 15th of the month (Excluding course subscriptions)

All memberships with a collection date of 15th of the month will resume collection on the 15 May 2021. Your membership will however be reinstated prior to opening to ensure that you have access to the facilities from Monday 12 April and can book online.

Membership Adjustments (ref: Group Ex)

Those memberships that are particularly are associated to our group exercise programme (Groove and Groove PLUS) will automatically be upgraded free of charge to include access to our new product, Live Better ONLINE which will include access to our livestreaming classes and on demand classes. This will be applied to your membership automatically from 12 April and run through until August 2021 to assist with the transition period of bring back all activities.

Course Subscription (Swim School, Gymnastic & Tennis) collected on 15th of the month

Collections for subscription for Swim School, Gymnastics and Tennis will resume on 15 April 2021 however adjustments to individual amounts will be automatically applied based on the loss of time where we were unable to provide lessons due to the forced closure of facilities in Lockdown3 (December 2020). This will also take into account the reopening plan for 12 April and lesson that will be available prior to the collection on 15 April.

PAYG (Pay as You Go) Customer: Live Better Gateway

Pay as you go options will be available for casual usage from 12 April and include those activities as detailed above and will follow our plan of reinstatement of activities. All sessions must be booked in advance online and paid for at the time of booking.

Upfront Membership

All members that have paid upfront for their membership will have their membership extended by the period of closure from 20 December 2020 through to 12 April 2021.

Swim School

SWIM SCHOOL INFORMATION

We’re so excited to be able to get back in the water from next Monday (12 April 2021) please find specific swim school updates below;

Course Subscription (Swim School, Gymnastic & Tennis) collected on 15th of the month.

Collections for subscription for Swim School, Gymnastics and Tennis will resume on 15 April 2021. Adjustments to individual amounts will automatically be applied based on the any loss of pre-paid lessons where we were unable to provide these due to the forced closure including;

Sunday 20 December 2020

Monday 4 January to Thursday 14 January 2021

Please note: Prepaid lesson for Monday 11 January, Tuesday 12 January & Wednesday 13 January will be credited to Monday 12 April, Tuesday 13 April & Wednesday 14 April, respectively.

Courses Restart

Courses will restart from Monday 12 April on the same basis as December 2020. This means that your lessons will be at the same day and times as prior to the last Lockdown. You will be able to view your course allocation by logging onto to the swim school home portal https://yourleisure.courseprogress.co.uk however, if you do have any queries then please contact our customer service team on 03333 660 661 or email memberships@yourleisure.uk.com

Swim School Operations

Please note, all procedures that were in place prior to the last Lockdown will remain. This will include social distancing restrictions including wearing of face masks, accessing the pool from the foyer areas, and being beach ready for your lesson. Changing rooms will be available for course participants to change in after their swimming lesson, please arrive beach ready, no changing poolside. Showers not in use.

Online Bookings

BOOKINGS GO 'LIVE'

Online booking will be available from Midday Tuesday 6 April 2021. To book an activity session, visit our eBooking site: https://ebookings.yourleisure.uk.com/lfbook.asp?wci=Login&

Contact Us

NEED TO CONTACT US?

Should you have any queries or experience an issue with booking your activity you can contact our customer service team on either 03333 660661 or using our preferred method via the following email; Memberships: memberships@yourleisure.uk.com

  • From 17 May

  • Opening Dates

  • Memberships Information

  • Discovery Park & Bluewave

  • Swim School

  • Hartsdown Gymnastics

  • Online Bookings

  • Join Online

  • Contact Us

KEY FACILITY & ACTIVITY OPENING DATES

Customer Update: Returning Activities from Monday 17 May 2021

With the Governments roadmap well underway we are delighted to announce that, subject to final confirmation on 12 May, the following activities will be returning to our facilities from Monday 17 May 2021:

  • Group Ex Programme including Active Classes (Now Get Moving…) at Hartsdown Leisure Centre, Ramsgate Leisure Centre, and Tides Leisure Centre
  • Tennis Court booking at Deal Indoor Tennis Centre (Tides Leisure Centre)
  • Thermal Spa and Treatments at Your Spa (Ramsgate Leisure Centre)

We have also taken the opportunity to expand our swimming programme and added some extra sessions in the afternoons as requested.

We will continue to monitor the progress of returning activities alongside the Government roadmap below are the current estimated reopening dates for other facilities/activities (STC):

  • 5 July 2021 - Discovery Park Gym Open - Due to unforeseen circumstance we are having to delay the reopening of the DP gym until 5 July. We will contact members and Tenants directly with further details in due course.
  • 2 August 2021 - Group Ex return to studios and New Expanded Programme
  • 2 August 2021 - Sports Hall Open
  • 1 September 2021 - Blue Wave Open

We will also continue to monitor social distancing restrictions and will hopefully be able to release more spaces across our full activity programme shortly.

From all the team at Your Leisure, we would like to thank you all for your continued support and patience during what has been an unprecedented and difficult 12 months. We look forward to seeing you all in our facilities as we reopen fully.

For further information on our expanded programme please visit your centre websites or if you do have any queries contact our customer support team on 03333 660661 or email memberships@yourleisure.uk.com

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: https://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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