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Leisure Centre Reopening FAQs

We know you can’t wait to get back to exercising with us 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.

General Opening Questions

Q. When will you open?

A. Leisure Centre Update - 31st July 2020 - Following careful consideration of the latest coronavirus guidance, we're really excited to announce that we'll begin the phased reopening of our leisure facilities in the next two to three weeks. Find out more here.

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. 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. We will communicate our planned opening hours alongside our phased reopening plan.

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, fitness class 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. We will release all the details of our timetables once we have a confirmed phased reopening date.

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.

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.  What will happen to payments that I’m losing out on?

A. All direct debits and payments for membership 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 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. 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 access to our fitness facilities 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 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 please fill out our request form. You do not need to cancel your direct debit.

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

A. Yes we are still welcoming new members. Find out about our membership packages. To enquire about joining click here.

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.
  • 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?

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?

  • 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 to play badminton?

  • 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@siv.org.uk

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.

Lessons

Q. When will lessons restart?

The Government has announced that leisure centres and gyms can reopen from 25th July. Whilst we welcome this news, the health and safety of our colleagues, customers and the community remains our priority, and we’ve been working continuously with national bodies to implement the latest best practice ‘COVID-secure’ measures. There are specific issues with some facilities, which means we may not be able to reopen them all at this stage. We're working closely with Sheffield City Council to finalise our plans and agree a date to reopen facilities where it is safe to do so. We hope to communicate our phased reopening plans very soon.

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 Can I change the day/time/venue of my lesson?
A. We are currently finalising our lesson timetable. Once this is complete existing customers will have the opportunity to change their lesson to a different day, time or venue before we open our lesson programme to any new 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. We will contact you when we are able to restart lessons.

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@siv.org.uk 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. I want to join your lesson programme. Is this still possible?

Yes, our lesson courses remain open for all new customers where we have availability. 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