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.

Activity Booking

Do I have to pre-book, or can I just turn up?

You don’t have to but we recommend booking to guarantee your place.

We highly recommend pre-booking of exercise classes, lane swimming & court hire as these are our most popular bookable activities.

For gym, swimming (fun sessions), X-Height & soft play you can just turn up & be booked in at reception if we have space (normally do). Please check the website or app for times before arriving.

How long can I swim for?

You can swim for as long as the swim session is advertised. If the next session is the same session & we’re not full, you can stay in.

Why are some sessions being shown as 30 minute sessions?

We operate a 30 minute wave entry system to our swimming (fun & family sessions) & soft play centres. Book the session you will arrive in, and you can stay in for as long as you like or until the session finishes.

If we’re busy, we’ll operate a wrist band system guaranteeing you 60 minutes in your chosen activity.

How can I see how busy it may be?

The benefit of a booking system is we are able to control our capacities & manage a flow of customers using our centres all day rather than create bottlenecks (busy periods).

Check the website or app for spaces available or tickets remaining to gage a rough idea of how busy the session may be.

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.

Do you have any disabled swim sessions?

Disabled swimmers are welcome in all our sessions. We offer I Can Swim Disabled swim sessions which are 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. View your pool timetable for more details.

 

Can I book for others in my family?

Yes. You can create a contact group so the lead member can make bookings for the other members of the group. This is ideal for families

You can set this up yourself in your online account or we can do this at our reception for you.

You will need to have the membership or barcode numbers of the family members as well as some other personal info like DOB, address and phone numbers for each member of the family so we can identify them.

Steps to set up a contact group

1.       Log in to your account Account Login (legendonlineservices.co.uk)

2.       Press Manage Family Members on the homescreen

3.       Press Add Existing Contact

4.       Complete the details and it will add the contacts as below

Making a booking for a member of the contact group

When logged in, and selected a drop session eg  the classes

You will see a drop-down  with the names of all in you contact group available to be select from.

To book multiple members into the same booking, the ‘Number of Tickets’ box needs to be updated to reflect how many members would like to be included in the booking.

Once that has been updated, the same number of dropdown options will appear for multiple members to be added.

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.

How do I set up a Customer Contact Group?

To set your contact group up, follow this step by step guide:

  1. click contact groups within the My Account section whilst in the Abbeycroft App
  2. Log into your account and press “Family Members”
  3. Click on “Add existing customer”
  4. Enter their membership number or barcode. Once added, they will appear in your contacts list
  5. Next time you book, you can select which member(s) of your contact group the booking is being made for.

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’

How do I cancel my membership?

We hate to see you go, but if you need to cancel, please complete a cancellation form here.

Contact us | Abbeycroft Leisure (acleisure.com)

Can I freeze my membership?

You can 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. > Account Login (legendonlineservices.co.uk)

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.

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 cancel in the app or online or let our contact team know.

Swimming/SWIM LESSONS

WHEN DO SWIMMING LESSONS START?

Swimming lessons currently run all year round, with a 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?

Just fill out this form- https://www.efocus-net.com/ABBEYCROFT_LEISURE/Recovery_Focus/?type=1

If you have any issues doing so, then please email us at 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.

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.

general

What are your prices?

You can pay per visit for our activities or become a member.

See our pricelist here: Pay per visit prices | Abbeycroft Leisure (acleisure.com)

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.

When are you open?

Please see the individual centre pages for centre opening times.

Can I book a session at a different centre?

The following memberships come with multi-site access:

  • Family
  • Swim
  • Standard
  • Premium
  • Junior

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

I have a Hussle pass, how can I use it?

You can use a Hussle pass for a gym session or swim. You’ll need to show your pass with the redemption code to the reception team on every visit.

On your first visit you will need to undergo a gym induction which is best to be pre-booked by calling 01284757473. If not, you can choose to do the video induction which will take 5 minutes on your first visit.