Please find below a list of frequently asked questions that we’re sure you’re wanting answers to. Hopefully we have captured everything however, we will continually update these as we transfer from 1st September onwards.
Meet our COO, Matt Wickham
We’d also like to invite customers to a number of drop-in sessions in September where our Chief Operating Officer, Matt Wickham, will be on hand to personally meet you and answer any further questions you may have, feel free to drop in and meet us. He will be available at these centres on these dates and times:
· Thursday 11th September – Braintree Swim & Fitness – from 11.00am
· Thursday 11th September - Braintree Sports and Health - 5.30 pm (Fitness focus); 7.00pm (Pitch users and clubs/hirers)
· Friday 12th September - Witham Leisure Centre – from 9.30am
· Tuesday 19th September – Halstead Leisure Centre - from 9.30am
Frequently Asked Questions & Answers
1. When will the transfer of operator happen?
The transfer from Fusion Lifestyle to Freedom Leisure will commence on Monday 1 September 2025. Customers will see Freedom Leisure on site over the next few weeks as a handover period begins. During this period, we will have improvement works taking place, including repairs, maintenance and deep cleaning. Any disruption to customers will be kept to an absolute minimum.
2. What does this change mean for me?
You will see some changes over the coming weeks including new signage, new uniform for our colleagues, new website and booking system but essentially everything you love about your centre will remain the same, especially the staff team and programmes.
3. Are the staff/instructors going to be the same?
Yes, all the great staff that have served you in the past will remain. Please bear with our colleagues as we change the systems and procedures that may be new to them and we thank you for your patience and understanding through the transfer.
· Will the telephone number and/or email addresses for the leisure centres change? We don’t anticipate a change to the current phone numbers however the email addresses for the centres will change to;
These inboxes will not be monitored in the interim so please do not email us until 1 September. For any queries, the team at your leisure centre will be able to help you as they do now.
4. Will the centres have new websites?
Yes, from Monday 1 September you will be able to visit the new centre websites. In the meantime, we are preparing them and will publish them as soon as we can.
We are hopeful that from 1 September you will be able to make your regular bookings but there may be some downtime before online bookings are active on the website. Where there is some downtime, we will have staff on site and, on the phone, to deal with bookings manually until online bookings are active. Your patience is very much appreciated during this time.
5. Will the centres be closed at any point during the transfer?
No, we are not envisaging any closures. If we do have any parts of a facility that will close, we will do our best to communicate this in advance as soon as we can. Please bear with us as we will be working with Braintree District Council to do everything we can jointly to get all services fully operational as quickly as we can.
6. Will the opening hours and timetables for the centres change?
The centre opening hours will remain as they are currently and all timetables will be the same post transfer. We will however be looking to make improvements and expanding the programme over time and we’ll notify you of any changes well in advance.
7. I currently book online or through an App. Will this be affected by the transfer?
Yes, we will do all that we can to have the leisure centres on the Freedom Leisure App as soon as we can on or around the transfer date and it will be available on both Apple App Store and Google Play.
The delay is because we won’t have access to your data and the bookings prior to the transfer. One thing is for sure, you will need to create a new account on the Freedom Leisure App as your Fusion Lifestyle App and your login won’t work on ours. We will update you on progress but as soon as it is live we will have a link on our website for you to download the Freedom Leisure App with instructions on how to login. We will also have posters in centres with QR codes so you can quickly and easily download the App onto your device.
8. I am a member; will I be able to visit as normal from 1 September?
Yes, we look forward to welcoming you from Monday 1 September. It will take a little time to get all our systems up and running but we will be open as normal and we will be doing everything we can to avoid any unnecessary disruption but please bear with our colleagues during this time.
9. I, or my children have swimming lessons at the leisure centres, will they be affected by the transfer?
It is our intention to continue with the normal swimming lesson programme so please attend your leisure centre as normal.
10. I have a regular booking at the leisure centre, will this be affected by the transfer?
No, your details will be passed across to us along with any advance bookings already in place. If you wish to contact us please email us from 1 September (our email addresses are in Q.2 above) and a member of the team will be able to assist you with your enquiry.
11. Who will be collecting my monthly direct debit?
In late August or early September, we will contact all our direct debit members by email informing you of the change of name from Fusion Lifestyle to Wealden Leisure Limited (t/a Freedom Leisure). You will not need to amend you direct debit, we will change your direct debit for you but please be assured, the price you pay now is the price you will pay on your next direct debit collection. Future collections will be processed as below;
· For those customers that make their payment on 1st of each month - For September only, this payment will be collected on 15th September. From October, your payment will revert to 1st of each month.
· For those customers that make their payment on 15th of each month - These payments will continue as normal from October.
12. Will the prices change as a result of the transfer?
All prices will remain the same on 1st September.
13. I have an annual membership that I have paid for in advance. Will this be affected by the transfer?
Your membership details will be provided to us by Fusion Lifestyle as part of the transfer process so you will be able to access the facilities for the duration of your membership as you do now.
14. Can I use my membership at all the centres?
If your current membership allows you to use all these centres then this will be the case on and after 1 September.
15. What will happen to any cashless credits I have on my membership card with Fusion Lifestyle?
Fusion Lifestyle have issued information to customers regarding credits already so hopefully you will have received this. All credits will need to be used by 31st August as Fusion Lifestyle will not be issuing refunds and these can’t be accepted by Freedom Leisure going forward.
16. Car parking is currently free for Fusion Lifestyle customers, will this continue with Freedom Leisure?
Yes, this will continue at the point of transfer.
17. I am keen to give you feedback on the centres, how do I go about this?
We would love to hear from you and there are several ways in which you can do this. When our websites go live, there is a ‘Leave Feedback’ link on our homepages which you can use to complete an online survey. Alternatively, once we have your contact details, we will be sending you a quick survey by email so you can directly feedback to us.
18. What happens to my old membership card?
Your current membership card should still work but we will be transferring you to a new Freedom Leisure Card in September. App users will also be able to access their membership card on the App.
19. Will I still need to book for a swim session?
No, from 1st September, all swim sessions will not need to be booked in advance so you can just turn up to enjoy a swim in line with our pool programme which will be the same from 1st September.
20. When will the broken equipment be fixed?
Whilst we can’t get everything fixed on 1st September, we will be working closely with Braintree District Council to prioritise areas for improvement and will be addressing these as quickly as we can. Please bear with us whilst we get on top of things and get your centre in full working order.
21. I’ve cancelled my membership, can I re-join?
Absolutely. Please contact your preferred centre of use and we will do the rest.
22. I’m interested in working for Freedom Leisure, what can I do?
Please visit our website at www.freedom-leisure.co.uk/jobs to see all our current vacancies. We look forward to hearing from you soon.
23. Is my data secure?
Yes. Data security is a top priority and Freedom Leisure complies with all UK GDPR regulations to protect your personal information. You can view our Privacy Policy on our website: https://www.freedom-leisure.co.uk/privacy-policy/
24. I currently receive a concessionary membership rate. Will this continue?
Yes, if you currently qualify for a concessionary rate, this will continue. Your eligibility will be retained during the transfer.
Welcome to Freedom Leisure
We very much look forward to welcoming you to the leisure centres in Braintree. Our vision is to ‘Improve lives through leisure’ and along with the current team at your leisure centre and the feedback you provide, we intend to improve the customer experience and make a visit to your leisure centre rewarding, social, welcoming and fun.
For more information on Freedom Leisure please visit; https://www.freedom-leisure.co.uk/about-us/.