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Leisure Centre Reopening FAQs

We know many on you are looking forward to being back in our venues and some of you will have questions you’d like to ask us. To help answer these, we’ve created some FAQs which should hopefully answer these.

Statement from Sheffield City Trust regarding South Yorkshire entering Tier 3.

After the announcement on Wednesday morning (October 21) that Sheffield, along with the rest of South Yorkshire, will enter ‘Tier 3’ Covid restrictions from Saturday morning we can confirm that fitness classes will not continue after Friday.

We have now had confirmation from England Athletics that our athletics sessions will now only be accessible for under 18s or disabled athletes. This change will come into effect from Saturday 24th October. 

Over 18s can continue to train outdoors and Woodbourn Road remains open. We are aware the these restrictions will have an impact on your members, if you would like to freeze your membership please complete our freeze request form here.

“All other services currently been provided at all our venues will continue to be offered, which is in line with the restrictions of being in a ‘Tier 3’ area.

“Our priority is the health and wellbeing of our customers and colleagues and so we are delighted that the local restrictions will allow leisure venues to remain open, including the re-opening of Ponds Forge and Heeley swimming pool from Monday, October 26. 

“The latest information will be available here."

Q. When will you open?

A. Our phased reopening has started. Concord Sports Centre, EIS Sheffield, Hillsborough Leisure Centre and Springs Leisure Centre are open for gym, swimming, athletics, exercise referral classes,  court hire and lessons. iceSheffield is open for patch ice sessions, public skating and lessons. Pre-booking is required here.

Our cafes at Hillsborough Leisure Centre, Concord Sports Centre and iceSheffield are now open for hot and cold drinks and snacks. 

We are pleased to announce that Ponds Forge International Sports Centre and Heeley Pool will reopen on Monday 26th October for the following activities:

  • Ponds Forge - Gym, lane swimming and sports hall bookings
  • Heeley Pool and Gym - Gym and lane swimming bookings

Lessons will be introducing over the folowing weeks. All membership and lesson customers will be contacted over the next week with more information.

Q. What activities are affected by the latest 'rule of six' guidelines?

Following the latest Government announcement we are currently unable to accommodate bookings for recreational adult (18+) indoor team sports under the updated 'Rule of 6' guidelines. This includes netball, basketball, football, volleyball and ice hockey.

Q. What activities are affected by South Yorkshire moving to Tier 3 restrictions?

A. Following the latest change in restrictions, due to local government rules we will no longer be able to offer fitness classes from Saturday 24th October. Other activities remain unaffected.

Q. Will I have to book in advance?

A. Yes, both members and pay as you go customers will need to book. You will be able to make a booking either online or over the phone up to 7 days in advance. Customers without a booking will not be allowed in the venue.

Q. Will you be limiting the amount of people you allow in each area?

A. Yes. To allow for our customers to socially distance we have had to reduce the number of customers we are able to access each area at one time. Our capacities follow both Government and National Partner guidelines. Whilst we have limited spaces available for our sessions, we believe there is still ample opportunities for customers to book.

Q. Will it be compulsary to wear a face mask?
A. Following recent updates to Covid-19 guidelines all customers over the age of 11, unless medically exempt, must wear a face covering before entering our venues and keep it on until they leave. You do not need to wear your face mask during your activity.

Q. What will be your opening hours?

A. For reopening we have altered our opening hours slightly to protect the health and safety of our colleagues and customers. Our opening times can be found here (please select the venue you wish to use).

Q. Will toilets be available to use?

A. Customers will be able to access toilets. We will ensure there is adequate provision for the amount of customers we have in the venue at any one time.

Q. Will you be changing your swimming timetables?

A. We have made changes to all our timetables to allow for a break inbetween each session to allow for cleaning to take place as well as the change over of customers. Our timetables can be found here (please select the venue you wish to use).

Q. Will showers and changing rooms be available when using the gym?

A. As part of our phased reopening plans, changing rooms and showers will remain closed for our fitness customers. We'll continue to open more areas to customers as we work with the social distancing guidelines. This means that to use our facilities, you must arrive in the clothes you intend on wearing for your session.

Q. Will lockers be available to use?
A. Here is the locker availability for each venue. All lockers are £1 which is refundable excluding Concord Sports Centre gym where a padlock is required. These can be purchased from reception or you can use your own padlock.

Concord Sports Centre

  • Lane/Family Swimmers – all swimmers must leave their personal belongings on poolside
  • Gym Users – Limited lockers will be available outside the gym. No items other than phone/wallet should be taken into the gym. These are padlock lockers. Padlocks can be bought at reception.
  • Fitness Class Customers – all class customers must leave their personal belongings on the sports hall edge.
  • Court/Pitch Hire Customers – all sports customers must leave their personal belongings on the edge of the playing area.
  • Lesson customers – all parent/guardians must keep personal belongings on them at all times. Adult swimming lessons leave items on poolside.

EIS - Sheffield

  • Gym Users – Limited lockers will be available outside the gym and in the weights gym. No items other than phone/wallet should be taken into the gym.
  • Fitness Class Customers – all class customers must leave their personal belongings on the sports hall edge.
  • Court Hire Customers – all sports customers must leave their personal belongings on the edge of the playing area.
  • Lesson customers – all parent/guardians must keep personal belongings on them at all times.

Hillsborough Leisure Centre

  • Lane Swimmers – swimmers will have access to lockers within the changing village
  • Gym Users – There will be no access to lockers. Customers may leave bags at their own risk in the café area. No items other than phone/wallet should be taken into the gym.
  • Fitness Class Customers – all class customers must leave their personal belongings on the sports hall edge.
  • Lesson customers – all parent/guardians must keep personal belongings on them at all times. Adult swimming lessons leave items in changing village lockers or sports hall edge.

Springs Leisure Centre

  • Lane/Family Swimmers – all swimmers must leave their personal belongings on poolside
  • Gym Users – Limited lockers will be available in the corridor leading to the gym. No items other than phone/wallet should be taken into the gym.
  • Fitness Class Customers – all class customers must leave their personal belongings on the studio edge.
  • Court/Pitch Hire Customers – all sports customers must leave their personal belongings on the edge of the playing area.
  • Lesson customers – all parent/guardians must keep personal belongings on them at all times. Adult swimming lessons leave items on poolside.

Westfield Sports Centre

  • Lane/Family Swimmers – all swimmers must leave their personal belongings on poolside
  • Court/Pitch Hire Customers – all sports customers must leave their personal belongings on the edge of the playing area.
  • Lesson customers – all parent/guardians must keep personal belongings on them at all times. Adult swimming lessons leave items on poolside.

Q. I have booked a session but i feel unwell. 
A. Do not attend if you are ill or if you have any symptoms of Covid-19. Symptoms include a high temperature, a new continuous cough and a loss or change to your sense of smell or taste. If you have symptoms, however mild you must:

Self-isolate and get a COVID-19 test immediately at NHS.uk/coronavirus or call 119. If the test is positive – to protect others, you must self-isolate for 10 days and follow advice provided by NHS test & trace. Any members of your household should isolate for 14 days.

Memberships

Q. When will my membership restart?

A. All members will be able to access our facilities from our reopening date.

Q. I pay for my membership by direct debit. Why is my first direct debit different to my usual monthly payment?

A. Due to the phased approach of reopening, we have been working hard to ensure that your payments take into account any days owed to you from our initial closure due to Covid-19 restrictions on the 18th March as well as your usual payment date in the month.  This will give a balance of outstanding days. Direct debits will restart from the 15th September.

Your normal payment date will remain the same and depending on your normal payment date, your first payment amount may be quite different to your usual payment.

An example of how payments have been calculated is shown below.

Example payment calculation.

Usual monthly payment: £19
Equivalent daily rate: £0.62
Monthly payment date: 1st

Days owed to you: 14
This is the number of days from closure (18/03/20) to the end of your billing cycle (01/04/2020).

Amount owed to you: £-8.75 (37 x £0.62)

Days owed by you: 37
This is the number of days from reopening (25/08/2020) to the start of your billing cycle (1st)

Amount owed by you: £23.11 (14 x £0.62)

Balance of outstanding days: £14.37 (£-8.75+ £23.11)

Your first payment will be £33.37 (£19 + £14.37)

Q. I paid for my membership upfront, will I get a refund?

A.We are aware that you will have paid for access to our venues which you couldn't access due to our closure. Your current membership with us will be extended to reflect the period of closure.

Q. When will Ponds Forge and Heeley Pool reopen?

A. We are pleased to announce that we will reopen Ponds Forge International Sports Centre and Heeley Pool. All members and pay as you go customers will be emailed over the coming week regarding their options.

Q. I cancelled my direct debit, how do I reinstate this?

A. If you cancelled your direct debit but wish to stay a member with us you will need to reinstate your direct debit with our payment management company DFC. You can do this by calling 01908 422 007 between 10am and 1pm.

Q. I am shielding or I don’t feel ready to return just yet. Can I freeze my membership?

A. Yes. We understand that everyone’s personal circumstances are different, so we are pleased to be able to offer our members the chance to freeze their membership free of charge for up to 6 months until they feel safe enough to return. To freeze your membership call us on 0330 333 0555 between 9.00am - 6.00pm Monday - Friday or between 9.00am - 3.15pm Saturday - Sunday. You do not need to cancel your direct debit. Please allow 10 days notice before your next direct debit to freeze your membership. 

Q. My membership is currently frozen but i want to unfreeze. How do i do this?

A. If your membership with us is currently frozen but you wish to unfreeze this please complete our unfreeze form. Please note that any information entered incorrectly may result in a delay in your unfreeze being processed. Please allow 10 days for your request to be processed.

Q. I'd like to cancel my membership. How do i do this?

We understand that everyone’s personal circumstances are different, so we are pleased to be able to offer our members the chance to freeze their membership free of charge for up to 6 months until they feel safe enough to return. To freeze your membership call us on 0330 333 0555 between 9.00am - 6.00pm Monday - Friday or between 9.00am - 3.15pm Saturday - Sunday. If you would still like to cancel your membership you can contact us at 01908 422 007 if you pay by direct debit. If you pay upfront please contact us at info@sheffieldcitytrust.org.

Q. I would like to join your membership programme, can I still do this?

A. Yes we are still welcoming new members. Find out more about our membership packages or call us on 0330 333 0555.

Lessons

Q. When will lessons restart?

A Our lesson programme will restart week commencing 14th September for swimming, ice skating, athletics, gymnastics and trampolining lessons. Our lesson times may alter slightly but we will contact all customers to advise them of their new time. If this is not suitable please contact us on 0114 2233410 to discuss your options. 

Q. Will my lesson day/time change?
A. We will have to make some changes to our pool layout to assist with social distancing. We are introducing a gap inbetween each lesson to allow for the safe flow of customers around our venues. Where possible we will keep all lessons on the same day and similar time to reduce the impact to our customers.

Q. Due to a change in my circumstances, I am going to struggle to pay for my activity. Is there any support available?
A. We have enhanced our support on our lifeCARD Plus, raising the level of discount and the variety of products that it includes. Find out more here.

Q. I/My child are currently on lessons. Will i now need to book these online.
A. If you are currently on our lesson programme you will not need to book these online. Your space will have been saved for you.

Q. I pay for my lessons by direct debit.  What will happen to payments that I’m losing out on?

A. All direct debits and payments for coached lessons are currently on hold. We have a number of payment dates each month.  Regardless of the date of your direct debit, we will re-calculate your next direct debit based on when we reopen to ensure that you do not lose out. You do not need to cancel your direct debit.  

Q. I pay via direct debit, when will my payments restart?

A. Customers will be notified before any payments are taken. We are also aware that our closure on 18th March means that you had paid for lessons which you could not use. This will be credited and will be reflected in your next payment along with any pro rata payment owed following our reopening.

Q. I pay for lessons upfront in blocks. What will happen to these?

A. As there have been no lessons running, none of your lesson credits will be used whilst our venues were closed. When our lessons restart, you will still have the same amount of lessons remaining; your space will be saved so you will not have lost anything.

Q. I cancelled my direct debit, how do I reinstate this?

A. If you cancelled your direct debit but wish to stay on our lesson programme with us, you will need to reinstate your direct debit with our payment management company DFC. You can do this by calling 01908 422 007 between 10am and 1pm. Please then email lessonadmin@sheffieldcitytrust.org with the details of lessons you previously attended so that our team can rebook you into your class. Where we have availability, we will rebook you into the same class as you previously had.

Q. I am shielding or I don’t feel ready to return just yet. Can I delay my lesson restart date?

A. Unfortunately, due to the availability of our lesson programme we are unable to hold places for those who do not wish to attend lessons when our main lesson programme restarts.

Q. When will Ponds Forge and Heeley Pool reopen?

A. We are pleased to announce that we will reopen Ponds Forge International Sports Centre and Heeley Pool. All members and pay as you go customers will be emailed over the coming week regarding their options.

Q. I want to join your lesson programme. Is this still possible?

A. Yes, our lesson courses remain open for all new customers where we have availability. We will be open for new bookings from Monday 7th September 2020. Please enquire online here.

Q. I wish to cancel my lessons, how do I do this?
A. We understand that everyone's circumstances may have changed during the past few months. To cancel your lessons please email and include all the details of your lesson

Activities

Q. What changes have you made to your venues to comply with the new Covid-19 secure guidance?

  • All activities must be pre-booked online or by calling the venue.
  • Customer numbers have been reduced to allow for social distancing.
  • Following recent updates to Covid-19 guidelines all customers over the age of 11, unless medically exempt, must wear a face covering before entering our venues and keep it on until they leave. You do not need to wear your face mask during your activity.
  • Screens have been placed around our reception desks and staff have been provided with visors and masks to wear should they either be required to do so or for their comfort.
  • Customer journeys have been altered throughout the venue to assist with social distancing with alternative entrances, exits and one way systems implemented where possible.
  • All venues have been deep cleaned and rigorous cleaning measures have been implemented.
  • Our cafés will remain closed but refreshments can be purchased from our vending machines.
  • Where possible activities have been relocated to larger spaces. E.g. Fitness classes have been relocated to our sports halls.
  • For full guidelines click here.

Q. What are the guidelines for using the gym and fitness classes?

  • Fitness customers will have no access to our changing rooms so please arrive ready for your session.
  • Customers are required to wipe down their equipment before and after use. Our Fitness Team are on hand to supplement this cleaning during each session and regular gym closures for a deep clean are scheduled throughout the day.
  • Water fountains have been turned off so please bring your own refreshment or use the vending machines in reception.
  • Personal towels will not be permitted in the gym or fitness class areas. Please use the disposable towel provided.
  • To allow for social distancing some equipment has been marked as unavailable.
  • For full guidelines click here.

Q. Will I still be able to use a personal trainer?

A. Yes our Personal Trainers will still be available for one to one sessions. These need to be booked directly with the PT and they will also arrange your gym session booking. 

Q. What guidelines will I need to follow to swim?

  • Swimmers are required to arrive ‘beach ready’ which means showering at home and arriving with your swimming attire on underneath your clothes.
  • Access to changing rooms prior to your swim will vary across our pools to allow for social distancing in these areas.
  • When choosing a lane please follow the signage indicating the speed of each lane along with the speed of swimmers already in the pool.
  • When pushing off please let faster swimmers past. When resting please turn away from other swimmers.
  • Where you are able to, please enter and exit from the side of the pool rather than using the ladders.
  • Please do not leave any personal items such as water bottles on the pool edge.
  • If required, please bring your own swimming aids.
  • Changing rooms will be available for swimmers to use after their swim but access to showers will vary across each pool. Please keep any time in these areas to a minimum.
  • For full guidelines click here.

Q. What guidelines will I need to follow to ice skate?

  • Following the latest 'Tier 2' local restrictions for Sheffield, bookings for public ice skating must be for one household or support bubble only. Please do not make a booking for anyone to attend with you outside of your household. 
  • Where possible customers should wear their own ice skates.
  • A contactless system is in place for skate hire and all skates will be disinfected after use.
  • The number of skaters on the ice for patch sessions have been reduced and a new timetable created to allow for additional sessions to assist with availability.
  • In public skating sessions all customers must skate anticlockwise.
  • For full guidelines click here.

Q. What guidelines will I need to follow for court hire?

Following the latest Government announcements the following court hire restrictions are now in place:

  • We will no longer be able to accommodate bookings for recreational adult (18+) indoor team sports under the updated 'Rule of 6' guidelines. This includes netball, basketball and football. Youth and disability sport remains unaffected
  • Outdoor pitches are still available to book.
  • Following Tier 2 local restrictions court hire bookings must only be made from 1 household or support bubble. This includes badminton, table tennis and squash
  • Customers will be required to bring their own equipment for any sports booking.
  • Start times have been staggered to assist with social distancing.

Q. I require some additional assistance, how will you support me when I want to use the gum or swim?

A. Please ensure you are registered for our Plus One scheme on your lifeCARD account as that will allow you to bring a friend or family member with you to assist and take part in the activity. If you have more specific requirements, you can either speak to reception on arrival or let us know on info@sheffieldcitytrust.org.

Q. Due to a change in my circumstances, I am going to struggle to pay for my activity. Is there any support available?

A. We have enhanced our support on our lifeCARD Plus, raising the level of discount and the variety of products that it includes. Find out more here.

Q. Will your sauna and steam rooms be open?

A. Due to social distancing guidelines our sauna and steam rooms will remain closed until further notice.