FREQUENTLY ASKED QUESTIONS

 

GENERAL

Are all your leisure centres now open?

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

What cafes are currently open?

Yes, all the Snackbox cafes are now open (located at Brentford, Hanworth, Heston and Isleworth). 

Snack Box by Lampton has a brand new menu with a great selection of meals, snacks and drinks available for everyone! 

Are the Health Suites open?

Yes, all health suites are open (located at Hanworth, Heston, Isleworth and New Chiswick.

What facilities are available for use?

All gyms, pools, group exercise classes and squash courts are open and running as normal. 

Soft play

Soft play facilities are open at Heston and Brentford. The price per hour is £3.45 per child. Click here to find out more. 

Are changing rooms and lockers available?

Yes, all changing rooms are now open and available for use. Please remember to bring a £1 coin for the pool lockers and a padlock for the gym lockers. 

A reminder, we are now cashless and do not have £1 coins available however you can purchase a Lampton Leisure locker token at reception or a padlock from the concession stands.

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. You will find hand sanitiser stations 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 can either be made online prior to arriving at centre or at centre. For your safety we will no longer be accepting cash payments, this helps 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:
• We recommend 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

MEMBERSHIP INFORMATION

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 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. 

Does my membership allow me to use all centres?

All memberships excluding the Gym & Swim membership and Track membership allow you to use all Lampton Leisure centres within the borough.

I have been notified that Lampton Leisure are making changes to my Direct Debit ?

Lampton Leisure will no longer be outsourcing our direct debit collections to Debit Finance Collections Plc. Lampton Leisure will now be managing all direct debit payments directly. This is to ensure that we are positioned to support our members in the best way possible.
The good news is that you do not need to do anything continue to receive the benefits of your Direct Debit. Please be assured this change will not affect your membership in any way. The only change you will notice is that with effect from 01/07/2022, we will be collecting your Direct Debits instead of Debit Finance Collections Plc, meaning Lampton Leisure will appear on your bank/building society statement. There is no need for you to complete a new Direct Debit Instruction, as details of the change will have been supplied to your bank, who may also notify you, independently. *Additionally, you may also see a comment on your bank statement advising you of the final payment under the old name details and the first payment under the new name/details.
You will continue to enjoy the benefits of the Direct Debit Guarantee, as detailed below. If you have any questions about this change, please call Customer Service on this number: 020 8583 2900.

How do I book my sessions?

All members and pay as you go users can book their sessions at reception or 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 do I make a Cashless Top up?

Parent/guardian needs to setup an account for a child at any one of our 5 centres using parent/guardian email address and obtain a membership card
Parent/guardian needs to activate their online account
Once logged in, parent/guardian can top-up account by using one of the 4 monetary amounts available and make a payment online
Cashless payment will be added to the child’s account and used against payment for activities at our centres

*Children under 8 need to be accompanied by an adult over the age of 18. Children aged 11 and over can enter one of our 6 sites unsupervised. Membership account holder needs to activate their online account and apply top-up cashless payments as and when required with a minimum of £5. This process is only available via the website or at one of our centres.

SWIM SCHOOL

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

Yes however please use the designated spectator or seating areas and continue to maintain social distancing from other users. Where spectator space is limited, the use of face coverings is recommended for parents/ guardians.

How do I enrol my children in Swim School?

For more information on our Swim School programme, please click here.

To register your interest, select your preferred centre and leave your details on the contact us page and a member of staff will contact you to discuss your child’s swimming level and requirements.

Do you have adult swimming lessons?

Yes we do, to register your interest please select your preferred centre and leave your details on the contact us page and a member of staff will contact you to discuss your requirements,

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.

How do I go about hiring your facilities?

Please let us know your requirements by contacting us here and we will get back to you to discuss options with you.

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.

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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