FREQUENTLY ASKED QUESTIONS

 

GENERAL

When will the leisure centres be reopening?

All centres reopened on the 12th of April 2021, in line with the Government’s roadmap.

What facilities will be available for use?

From the 12th April the gyms and swimming pools for adult lane swimming (16+) and Swim School will be open across our centres.

From the 17th May indoor group exercise classes will return. We will be phasing in other activities and facilities when it is safe and viable to do so.

KEEPING YOU SAFE

How will you be keeping your members and customers safe while they are in your centres?

Lampton Leisure has implemented a range of measures to ensure everyone feels safe while using our facilities. All sessions must be booked online prior to arriving at centre, this complies with the Government Track & Trace system as well as managing capacities in all areas of the facilities. You will find hand sanitiser stations, one-way systems and safety signage in place to assist you. Our staff have also undertaken increased training in Covid-19 prevention and will be using cleaning kits as often as possible.

Can I book and pay with cash at the centres?

All bookings need to be made online prior to arriving at centre. For your safety we will no longer be accepting cash payments, this will help to reduce touch points between customers and staff. 

How can our customers help Lampton Leisure to remain safe?

When attending a session at your local leisure centre, we ask that you:
• Ensure you are wearing a face covering in communal areas
• Follow all safety signage and maintain a safe distance between others
• Wipe down all equipment before and after use in the gym
• Most equipment will be available for use that can be cleaned in between use, however please bring your own for the items that can’t e.g. boxing gloves, yoga mats
• Attend your gym sessions alone, you will not be allowed to use any equipment that requires a spotter
• Our changing facilities and lockers will be limited, when coming for a swim please arrive beach ready with your swim costume already on

MEMBERSHIP INFORMATION

What is going to happen to my membership fees?

Membership fees will start again on 1st June 2021, giving you the rest of April & May free when we reopen on the 12th of April 2021. We will notify you by email confirming the reopening of the centres and advise on your direct debit resuming. To make sure you are signed up for this email notification, please contact us here.

If payments have been made whilst the leisure centres have been closed to Fusion Lifestyle, please contact Fusion Lifestyle directly to reclaim your fees.

I have an annual membership, will this be extended?

Yes, your annual membership is currently frozen and will be extended by the duration of closure from 1st June 2021, giving you the rest of April and May free when we reopen on the 12th April 2021.

I would like to join as a new member, how do I do this?

To view our membership types and to join online, simply visit the Memberships section on our website. 

How do I book my sessions?

All members and pay as you go users must book their sessions online before arriving at the centre. This can be done online here or through the Lampton Leisure app. Please note, if you haven’t booked with Lampton Leisure before, you may need to reset your account password first:

• If you only have one account, enter your registered email address on the portal, proceed to click forgotten password, create a new password and enter the booking portal.
• If you have multiple accounts, enter your current membership card number on the portal, proceed to click forgotten password, create a new password and enter the booking portal.
• If you have neither a card nor an email address available, please visit the Contact Us page and complete a membership enquiry
form. We will contact you and help you reactivate your account.
• For all non-members who wish to access the bookings portal please create a new account where prompted.

How far in advance can I book my sessions?

If you are a member, you are able to book 7 days in advance. For all pay as you go customers, it is 3 days in advance.

SWIM SCHOOL

When will Swim School return?

Swim School started back on the 12th of April, all members have been contacted via email to confirm their place. Membership fees will resume on 1st June 2021, making your lessons in April and May free! If you have not received an email from us, please contact us here and confirm your membership and contact details so we can update our system.

Are parents/guardians able to stay and watch the lesson?

To help us reduce the number of people in our buildings, in line with our reduced capacities to comply with government guidance, please limit spectators as much as possible. We would encourage one spectator only per child.

Please use the designated spectator or seating areas and maintain social distancing from other users. Where spectator space is limited, the use of face coverings may be requested for parents/ guardians

Swimming clubs are desperate to restart their training sessions / learn to swim sessions etc – when will we be able to do this?

We will be working with each of the swimming clubs in the borough to make sure they are fully briefed on the situation over the next few weeks, including when the pools can reopen, how many people can be in the pool / changing rooms at any one time and so on. We are planning a phased approach to reopening services and will keep clubs informed of the latest advice on opening dates.

Will the Swim School lessons be any different?

In line with government and Swim England guidance, our swimming instructors will be teaching all lessons from poolside. Instructors or assistants will not be able to provide support in the water. Instead, swimming aids will be used to ensure all swimmers are safe and if these are needed for the duration of the swimming lesson, the teacher will ask that you place this on your child when arriving for your lesson.

In certain classes, it may be safer for lessons to resume with parents/ guardians in the water to provide support for their child. Where this is required, the centre team will inform the customers of these classes directly.

Schools have now gone back and we need to restart their swimming lessons, clubs etc – when can we book these?

We will be in direct contact with all schools to discuss the return to our centres and outline our operational guidelines to ensure we are returning in a covid secure manner.

FACILITY HIRERS

What restrictions / guidelines will be in place that I need to follow?

The restrictions and guidelines we will follow with be those that the Government has stipulated to ensure we are COVID-secure, as well as our own risk assessments and policies on health and safety.

Please could you update me on the situation with my hire agreement, or facility booking, and when I can start using the facility again?

We have endeavoured to contact all of those who have hire agreements to discuss with you your individual requirements and enable you to start using the facilities again as quickly as possible. If you have not received any notification or had a discussion please let us know by contacting us here and we will get back to you to discuss your requirements.

INFORMATION ON THE TRANSFER FROM FUSION LIFESTYLE TO LAMPTON LEISURE:

How will the new service provision be assured?

Each year, Lampton Group put forward a business plan for each part of its business outlining their priorities over the next year. This is presented to and agreed by Cabinet. Performance on our trading companies is reported to Cabinet on a quarterly basis and their performance against key performance indictors and their financial position is outlined.

Lampton Group Ltd, as a wholly owned company within the public sector, may be subject to FOI in much the same way as the council, with policy established directly by the council.

If Fusion Lifestyle is no longer responsible for the leisure centres, who do I contact? Who will have my data? Who will I be paying for my membership?

Membership data has been transferred to Lampton Leisure from Fusion Lifestyle. Going forward, you will now be paying Lampton Leisure for your membership – but not until the centres reopen. If you have a specific question about your membership, please head to the Contact Us page on the website to leave an enquiry.

I’m a member of one of Hounslow’s leisure centres. When will I be able to start using it again?

Your membership was transferred to Lampton Leisure from 1 November and is currently frozen because of the pandemic. You will be able to start using them again from the 12th April 2021 when we reopen, subject to the four tests of review outlined by the Government.

If you have a specific question about your membership, please contact us here with your question and your full membership details, including your membership number, and we will get back to you with a response as soon as we can.

Where can I get my exercise while leisure centres are closed?

Keeping active can really benefit your physical and mental health, whatever you choose to do. Our community sport, physical activity and health partners are providing a great range of activities both locally and online.

Visit OneYou Hounslow Move More for more information and to help to find an activity that is right for you.

Who should I contact for further information?

Please head to the Contact Us page on the website to leave an enquiry if you have questions not answered here.

Company Info

Lampton Leisure Ltd is a not-for-profit organisation which has been set up specifically to manage the borough’s leisure centres.

T: 020 8583 2900

Company number: 12923138

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