FREQUENTLY ASKED QUESTIONS

FAQ’s 

Our FAQ’s are the quickest way to find the answers to your questions, and we’re confident you’ll find everything you need to know here.

But you can still get in touch with us via our customer experience team here.

SECOND LOCKDOWN

WHAT HAPPENS TO MY MEMBERSHIP PAYMENTS DURING THE LOCKDOWN

You do not need to do anything, we will suspend everyone’s November payment.

However, the closure announcement came in too late for us to stop the DDs normally due on the 1st of the month, so we credit and not collect on the 1st December. This is crediting you for the days where you couldn’t use so you are not out of pocket.

If you pay in advance for your membership, we will freeze the membership and apply an extra month to your expiry date so you don’t lose any paid days due to this lockdown.

I HAD FROZEN MY MEMBERSHIP FOR NOVEMBER, DO I NEED TO DO ANYTHING

No, if you had requested a freeze 7 days before your DD was due, this would have been processed and no payments will be deducted.

We will be in communication with you regarding your future options to freeze from December

WHAT HAPPENS TO BOOKINGS I’VE ALREADY MADE DURING LOCKDOWN

They will be cancelled and if any fees owed to you, we will credit you.

If the activities are included in your membership we’d recommend you to cancel them off.

We have closed our future online booking service and will reopen it 14 days before the 2 December.

I HAVE A BLOCK BOOKING, WHAT SHALL I DO

You do not need to do anything, we will do all the paperwork and re-calculate your invoices to be billed in arrears of the month. You normal booking will resume from 3 December.

ARE SWIMMING LESSONS ON THIS WEEK

Yes, activities will run as normal until the close of play on Wednesday 4 November and we will reopen on Wednesday 2 December.

You will be credited for any lessons missed during lockdown so you will not lose out.

Membership

What's my membership status?

For those centre’s that have reopened all memberships have been reactivated, unless you have requested a free or made a hardship request. 

If you wish to cancel your membership, please do so at your bank.

You do not need to inform us.

Can I still freeze my membership?

All memberships have been reactivated unless you applied for our hardship membership or a final month’s freeze during November.

Will i get a discount for only being able to use the gym or pool for an hour?

We are not able to offer any discounts for time-limited sessions. 

We will review the fair use policy around the number and length of the bookable sessions when we can and of course in line with government guidance.

Customer safety is our number one priority, so we ask for your patience while we adapt to the new ways of COVID-19 secure working.

Help us identify trends at the centres by giving your feedback following a session here

I cancelled my direct debit but want to return, what shall i do?

Great news that you’re ready to come back!

You should log into your online account and re-instate your membership with us or contact your bank to re-instate your membership direct debit.

You can reinstate your membership here.

which centres are now open?

Most of our centres are now open. We are working closely with the schools to remobilise the centres which are still closed. 

All the information about coming back to the centres and the dates you need can be found here.

Make the Comeback.

what if my centre is still closed?

Your membership will remain frozen. We are working closely with the schools to remobilise the centres which are still closed. 

All the information about coming back to the centres and the dates you need can be found here.

Make the Comeback.

i am a carer for my disabled relative how do i book us both in?

You will both need to be registered users to book in for your session. When registering you will be asked to provide proof of eligibility for gaining free access as a carer. This is reviewed every 6 months or on request. Find out how to register here.

We’re offering prebooked swimming sessions for lane swimming, family bubbles and private hire. disabled swimming is welcome and encouraged and would be best suited to family bubbles or private hire.

Please bear with us as the guidance around safe social distancing in swimming will mean it takes a little more time to return to normal.

There is a ‘changing places’ facility available in the fully refurbished changing rooms.

 

Pre-booking all activities

How do i book gym, swim or a class?

You can book online using the Abbeycroft app or via the website. Find out more here.

can i book a class and gym session for the same day?

Yes, you can.

Whilst we are monitoring the demand and usage with the new way of working you will not be able to book two classes or two gym sessions on the same day.

This forms part of our COVID-19 fair use policy.

Please bear with us while we develop new ways of COVID-19 safe working.

can i book in advance for my swim?

You can book 8 days in advance for your swimming session if you’re a monthly or annual paying member and 7 days if you’re a pay-as-you-go member.

We are currently operating a fair use policy which means that you are only allowed to book one swimming session each day.

See the swimming timetables and book here.

Why am I being told that my email address is already in use?

This is probably because a pre-existing membership may already be connected to your online booking account. You will need to unlink the pre-existing membership and link a new, active membership. Follow the steps below to correct this:-

1. Log in securely to your online member account here

2. Once logged in, select ‘Unlink My Membership’ under ‘Memberships’ on the left-hand side.

3. Select ‘Link my membership’.

4. Insert your active membership card number, your date of birth and select Connect your membership

5. Once your membership has been connected, you’ll be able to book an activity online here or via theAbbeycroft Leisure App. 

Still not working? Contact our customer experience team here.

My password doesn’t work / I’ve forgotten my password

You can reset your password here

Or contact our customer experience team for further assistance.

I haven't received an email to reset my password

In the first instance, please check your junk/spam mail folder. If you still have not received the email, contact our customer experience team for further assistance.

Fitness classes

What classes can I do?

We have been increasing our hours and continue to grow our class programme on a regular basis Covid-19 securely.  

All classes must be booked in advance.

Book here for a class

How can I be sure they'll be enough classes?

We will expand the class programme as our membership grows and attendance increases, so please bear with us while we adapt to the new ways of COVID-19 safe working.

can i book a class and gym session for the same day?

Yes, you can.

Whilst we are monitoring the demand and usage with the new way of working you will not be able to book two classes or two gym sessions on the same day.

This forms part of our COVID-19 fair use policy.

Please bear with us while we develop new ways of COVID-19 safe working.

How do i book gym, swim or a class?

You can book online using the Abbeycroft app or via the website. Find out more here.

which group exercise classes will be running?

The group exercise timetables can be seen here.

And the dates that centres are reopening can be found here.

We will expand the class programme as the membership grows and attendance increases, so please bear with us while we adapt to the new ways of COVID-19 safe working.

Gym sessions

How do i book gym, swim or a class?

You can book online using the Abbeycroft app or via the website. Find out more here.

can i book a class and gym session for the same day?

Yes, you can.

Whilst we are monitoring the demand and usage with the new way of working you will not be able to book two classes or two gym sessions on the same day.

This forms part of our COVID-19 fair use policy.

Please bear with us while we develop new ways of COVID-19 safe working.

Can I arrive after the start of the Gym Session start time?

Yes, you can arrive up to 30 minutes after the start of a Gym or Swim slot but you must leave when the session ends.
Please note you cannot arrive late for any of our fitness classes.

Are Junior Gym Sessions back?

Yes, they are. Junior Fitness are supervised sessions from weekdays 15:30-16:30 & weekends 11:30-12:30

Swimming

Will changing rooms be open?

Yes, but please come ‘beach ready’ to minimise the amount of time spent in the changing rooms. If possible please use the same cubicle or area before and after your swim.

Will lockers be available?

Yes, but some will be out of use to allow for social distancing and to keep clean. Please remember to bring a £1 coin.

Will showers be available?

We are able to reopen the showers from Monday 2nd November for essential use at some of our centres, see the centre page for further information. We ask you to spend as little time as possible in these areas to allow everyone who wishes to, to be able to use. Showers will not be available for Swim Academy.

Can I arrive after the start of the Swim Session start time??

Yes, you can arrive up to 30 minutes after the start time of a Gym or Swim slot but you must leave when the session ends.
You cannot arrive late for any of our fitness classes though.

What is a Family Bubble swim session?

This is the exclusive use of a section of our swimming pool. 

The sessions are in line with the governments ‘rule of six’ for your family bubble of up to 6 people for 45 minutes.

We have two areas to choose from –  shallow & deep water sections.

Our swim shops are back open, but you can still bring your own swimming aids if you wish to.

Family Bubble sessions are not included in swimming memberships as it is a private hire

Under 8s will need to be supervised by an adult at all times of a ratio of 2:1

Cost: £25 with an Inspire card or £26 without.

Can we buys goggles and swim aids?

Yes our swim shops are back open to purchase swim products.

Will there be lanes for different speeds?

Yes. You will be asked your speed, slow, medium or fast so the lifeguard can allocate you the correct lane. You may be asked to move during your swim, if the lifeguard feels it would be safer to be in a different lane. Please work with us to ensure everyone’s safety.

do i have to enter and exit the pool in a certain direction?

Yes, please.

As you enter poolside you will see directional signage to show you the route that you must follow.

can my child come to a lane swimming session?

All swimmers must be able to swim lengths while maintaining two metres social distancing from the other swimmers in their lanes.

You will be able to see online how many people have booked during a session.

 

can i bring my family swimming?

Yes please do!

We’ve introduced ‘Family Bubble’ sessions which you can book at certain times of the day.

You must select the area that you require at the time of booking.

Deep and shallow water is available depending on the pool you book and you can have a maximum of 6 swimmers in your bubble.

 

what time can i swim?

Swimming timetables are now available on the website and all session need to be booked in advance. See the timetables here.

We will be constantly monitoring and reviewing these timetables.

how many people will be in a public swimming session?

Pools with 6 lanes will be split into 3 double lanes and there will be a maximum of 29 swimmers in the water at any one time.

Pools with 4 lanes (such as Mildenhall) will have 3 lanes and there will be a maximum of 26 swimmers in the water any time.

Hadleigh Pool and Leisure is currently under construction and due to open later this year.

 

Is swimming safe during the pandemic?

There is no evidence to support that COVID-19 is transferred in chlorinated water.

are you offering any disabled swim sessions?

We are offering pre-booked swimming sessions for lane swimming, family bubble sessions and private hire.

Disabled swimming is welcome and encouraged and would be best suited to family bubbles or private hire.

Please bear with us as the guidance around safe social distancing in swimming will mean it will take us a little more time to return to normal.

what disabled access is available for swimming at kingfisher Leisure Centre?

We are offering pre-booked swimming sessions for lane swimming, family bubble sessions and private hire.

Disabled swimming is welcome and encouraged and would be best suited to family bubbles or private hire.

Please bear with us as the guidance around safe social distancing in swimming will mean it will take us a little more time to return to normal.

There is a ‘changing places’ facility available in the fully refurbished changing rooms.

can i use the shower after my swim?

No unfortunately not.

Have aqua fitness classes restarted?

These sessions are now back. Please watch our timetable for further information and we’ll be posting on social media too.

 

can i book in advance for my swim?

You can book 8 days in advance for your swimming session if you’re a monthly or annual paying member and 7 days if you’re a pay-as-you-go member.

We are currently operating a fair use policy which means that you are only allowed to book one swimming session each day.

See the swimming timetables and book here.

will you ask me to move lanes?

The ability of swimmers during any session will change and we ask that you please take advice from the lifeguard on duty if you are asked to change lanes.

When is water exercise referral starting back up?

These programmes haven’t yet been scheduled.

We will prioritise opening the pools and then introduce aqua aerobics & swimming lessons in due course.

We will email information relating to specific programmes as soon as we have more detail and dates. 

Please make sure you are on our email system. If you are not sure – email us here

Making the centres Covid-19 secure

Do i need to wear a face covering in the centres?

Yes, please.

Face coverings should be worn whilst you are moving about the centre from each activity area. However, they are not required whilst you are exercising.

CAN COVID-19 BE TRANSMITTED IN AREAS WITH HOT AND HUMID CLIMATES?

There is no evidence that COVID-19 is any more transmittable in a hot, humid climate than any other climate. The best way to protect yourself against COVID-19 is by maintaining social distancing and frequent hand washing, and the use of anti-viral/bacterial hand gels. By doing this you eliminate viruses that may be on your hands and avoid infection that could occur by then touching your eyes, mouth, and nose.

DOES PHYSICAL ACTIVITY (EXERCISE) INCREASE RESILIENCE TO COVID-19, AND
WHO (World Health Organisation) recommend regular physical activity benefits both the body and mind. It can reduce high blood pressure, help manage weight and reduce the risk of heart disease, stroke, type 2 diabetes, and various cancers – all conditions that can increase susceptibility to COVID-19.
CAN YOU PASS COVID-19 FROM SWEAT?

No, there is no current evidence that the virus can be spread by perspiration (sweat). • This is supported for non-respiratory fluids by the Centres for Disease Control and Prevention (CDC), however, limited data is available on sweat/perspiration.

What measures are you taking to keep your centres COVID-19 Safe?

We’ve made a lot of operational changes to follow the government’s guidelines and keep our customers and staff safe, including extra cleaning safety standards, social distancing measures and pre-booking all sessions.

Everything you need to know can be found below.

Make the Comeback

 

general

what holiday clubs are running?

We’re running some great ‘Explore Outdoor’ Adventure Days again during October half term and the details of these will be available soon.

Follow your local centre’s Facebook page and we’ll regularly post details or you can find more information and book here.

Unfortunately, due to government guidance with social distancing restrictions, we are unable to safely run the ‘School’s Out’ holiday camps at our centres this year, but we do hope they’ll be returning soon.

However, what we will have on offer are our explore outdoor activities for children? these include archery, adventure days, ramble (family fun games) and country park cooking experience days/
please check https://www.acleisure.com/kids/explore-outdoor/and follow your centre facebook page for the schedule of activities taking place this summer

Which centres are open?

Please see the individual centre pages from the top menu.

I'm a member at skyliner. Can I use classes at the Bury Leisure Centre?

Yes certainly. If your membership is a ‘Standard’ or ‘Plus’ you can access any the of Abbeycroft centres.