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.

INDOOR SPORT

Can I play indoor sport?

Yes, book via our app or give us a call on 01284 757473. 

Can juniors play indoor sport?

Yes, book via our app or give us a call on 01284 757473. 

Membership

I've forgotten my password - how do I reset?

Reset your password here Online Member Services 
If you don’t receive a link to your new password in your email inbox, check your spam and junk folders for an email from ‘noreply@acleisure.com’

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. You can only freeze your membership under medical grounds, with supporting evidence. Please email: contactus@acleisure.com

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.

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.

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.

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.

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 run a number of classes across all of our sites; including in person classes, virtual classes, and classes that you can complete at home- Abbeycroft@Home

View class descriptions here.

All classes must be booked in advance.

Click here to book a class.

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

Yes, you can.

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?

You can view the group exercise timetable for your centre here:

Group exercise timetable.

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.

If you’re unable to make it to a session that you’ve booked, please let our contact team know.

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/SWIM LESSONS

WHEN DO SWIMMING LESSONS START

Swimming lessons currently run all year round, witha 2 week break around Christmas. 

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 swim session, but you must leave when the session ends.

How do I cancel my child's swimming lessons?

Please give us 1 month’s notice to cancel your lessons and your direct debit. Email contactus@acleisure.com

What if I don't want to have swimming lessons all year?

If you are paying by direct debit you will be entitled to give 1-months’ notice to cancel your child’s session. The introduction of continuous assessment will make access to your preferred session easier when you decide to return

Will lockers be available?

Yes, lockers are available at all sites. Please remember to bring a £1 coin!

Will showers be available?

Showers are available at all sites with a pool.

Can we buys goggles and swim aids?

Yes our swim shops are 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 confident in swimming continuous lengths in the pool, whilst maintaining an appropriate distance from other swimmers.

If you plan on swimming with your child, you will both need to book in to the session.

what time can i swim?

Swimming timetables are now available on the website and we advise that sessions are booked in advance. You can book in on the day at the centre, provided there are enough free spaces.

See the timetables here.

We will be constantly monitoring and reviewing these timetables.

how many people will be in a public swimming session?

Pool capacity depends on a number of factors.

The easiest way to see the capacity for your centre is to go through the booking system, as the capacity for each individual session will be shown. 

 

are you offering any disabled swim sessions?

I Can Swim Disabled sessions currently take place weekly in; Bury St Edmunds, Hadleigh, Kingfisher (Sudbury), Mildenhall,  and Newmarket.

It’s a session specifically designed for people living with a disability, or those with long term medical or health conditions, looking to build their water confidence and enjoy the benefits of swimming.

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.

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

general

what holiday clubs are running?

We run great ‘Explore Outdoor’ Adventure Days throughout the holidays. The details of these are available on the Explore Outdoor page.

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

Which centres are open?

Please see the individual centre pages from the top menu.

Can I book a session at a different centre?

The following memberships come with multi-site access:

  • Family
  • Swim
  • Standard
  • Plus
  • WellbeingPersonal4Me

If you’re unsure if you have multi-site access, or want to upgrade toa membership with multi-site access, contact the team on 01284 757473.