we're getting ready - customer faqs

We are planning to reopen our facilities in line with Government guidance and under our “new normal” operating procedures with the necessary social distancing and hygiene measures in place to provide you with a safe, clean and comfortable environment to use.

For more information on 'what to expect' please click this link; www.freedom-leisure.co.uk/whattoexpect

We really hope that some of our centres will be open in July, but this will be wholly dependent on government advice. This date may be different in Wales and will reflect Welsh government guidance.

The FAQs below cover some of the most common questions you may be wanting to ask:

FAQs

When is my local leisure centre going to open?

We are currently working towards the expectation that leisure centres in England may be able to open in July and those in Wales in August.  We are obviously waiting for further government guidance to confirm this and will advise our customers as soon as possible. 

It is likely that individual centres will open on a phased basis, in consultation and agreement with our local authority partners, whose leisure service we operate on their behalf.

We are hopeful that at least one facility in each local area – more in some areas we operate in - will open immediately when we are allowed to do so.  Please check with your local centre’s website for the specific opening dates and times nearer the time as we are still planning the phased approach as to what services we are able to provide.

I have a direct debit membership – what will happen when my centre reopens?

As a way of thanking you for your loyalty to Freedom Leisure and a reflection of the inevitable changes to our normal operating procedures to accommodate social distancing, we will be reducing your direct debit payment amounts by 50% on reopening. You do not need to do anything, we will automatically amend your direct debit for you and write to you in advance in respect of your ongoing direct debit payments.

Direct debits in relation to swimming lessons will remain frozen until such time we begin to operate a lesson programme.  A full swimming lesson programme is unlikely to commence immediately on reopening of our facilities due to social distancing requirements in and around the pool, but we will stay in touch and keep you informed of when swimming lessons will recommence at your local pool.

I have an annual membership which I paid for in advance what will happen with that?

Annual paid in full memberships will have been paused over the 4 month closure period and when your centre opens we will extend your membership to cover the period of closure.  In addition to this we will extend your annual membership by a further month to reward your patience and loyalty.

I have cancelled my membership – can I rejoin?

We are aware that some customers may have cancelled their direct debit with the bank or via one of our third party direct debit partners. You can rejoin your centre at the 50% rate without a rejoining fee applicable. Please contact your local centre once we are open to reactivate your membership.

I have a membership arranged through my employer under the salary sacrifice scheme. What happens to that?

Please discuss with your employer but we will extend your membership end date ensuring you receive your full membership term when the centre re-opens.

I’m not ready to return to my local leisure centre – what can I do?

We perfectly understand that you may not be ready to return immediately. Anyone wanting to delay their return at this time can suspend their membership for a further period of up to 3 months.  Please email your local centre and the staff will be able to discuss your options further with you. You'll find the email address of your centre by searching for your centre by name using your prefered search engine or alternatively visit our 'Find a Centre' page. 

Please in the first instance, email your local leisure centre with your request, as unfortunately we will be not able to take calls at this time while we get your leisure centre ready for reopening.

How will I know when my payments are starting again?

As soon as we have definitive advice from the Government and our local authority partners on when we can reopen we will contact all our members via email, website and social media giving as much notice as we can.

My child has swim, gymnastics, ice skating or trampolining lessons?

Your payment will remain frozen, and lessons not yet taken will be offered when we recommence our lesson programme so you will not miss out – your place is secured. If you’ve paid in advance for your course of lessons your end date will be extended ensuring you receive the full number of sessions.

I had a pre booked session during the closure which I have paid for what will happen with that?

When we re-open we will be delighted to re-book your session (or activity booking inc. birthday party) for a future date but if that's not possible we will refund any session that has been booked during the closure. Once we re-open our facilities please pop in and we’ll get this sorted for you.

When can I contact my local leisure facility?

Should you have any questions regarding your membership, booking or anything else, you will be able to contact your local centre by email only please.

Please bear with us there may be some delay in responding but we will endeavour to respond as soon as we possibly can. Please do not try and contact us by phone as unfortunately there will be no staff available to handle your query.

We very much look forward to seeing you return to your local community leisure facility soon.