we are ready - customer faqs

We are delighted to have opened most of our centres in England and Wales and we hope you are enjoying your visits to the gym, to classes and the pool.

A lot of planning has been done to ensure we meet the guidance set out by Government, so we can provide a safe and secure environment. All the information you need is available on your local centre webpage and on social media as they continue to reopen fully.

However, things will be different to how they were before we closed on 20th March. We have been working hard to plan how we can reopen safely and provide you, our valued customers, with the reassurance we know you need to come back. Your local leisure centre sits right at the heart of your community and that will not change.

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

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?

Most of our centres in England and Wales have now reopened. We are hopeful that centres that haven't opened as yet will open on a phased basis very soon, in consultation and agreement with our local authority partners, whose leisure service we operate on their behalf.

Please check with your local centre’s website for more information on opening times and services available as we plan 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, in most cases we will be reducing your first month direct debit payment amounts by 50% on reopening and normal payments will resume the next month and thereafter. 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.

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 closure period and when your centre opens please contact them and your membership will be extended 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?

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.

How will I know when my payments are starting again?

Now that we know we are able to reopen, when your centre is ready we will contact all our members via email, website and social media giving as much notice as we can.

My child has 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. 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?

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 when your leisure centre is open.

Please bear with us there may be some delay in responding but we will endeavour to respond as soon as we possibly can.

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