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Leisure Centre and Golf Course FAQs

Venue Opening

Q. Which leisure centres and golf courses are closed?

A. Following the Government's announcement of Covid-19 lockdown restrictions all our venues, including golf courses will be temporarily closed from Thursday 5th November.

Q. When will you reopen?

A. Our leisure venues and golf courses will reopen on Wednesday 2nd December. We are awaiting confirmation of the regional Tier for our venues to understand any further activity restrictions.  Exercise Classes and activities at iceSheffield will not be available to book at this time.

Activities

Q. When can I book my activity?

A. Bookings can be made online, via the Sheffield City Trust app or over the phone. We anticipate that our phone lines will be extremely busy as we prepare to reopen our venues so we advise all customers to book online where available.

Leisure Centre bookings will open on Thursday 26th November (from 08:00 online and from 09:00 over the phone)

Golf bookings will open at 12:00 (noon), Wednesday 25th November for Season Ticket holders only and at 12:00 (noon), Thursday 26th November for all golfers

Q. When can I book my child's coached lessons at Ponds Forge and Heeley Pool & Gym?

A. Our phone lines will reopen from Tuesday 24th November for lesson bookings at Ponds Forge and Heeley Pool & Gym ready for these lessons to return following our phased reopening.  We anticipate a significant number of calls on these dates so it may take us longer than usual to answer your call. Our phone lines operate a queuing system, so please be patient and a member of our team will deal with your enquiry as soon as possible.

To help speed up your booking please:


To book your lesson at Ponds Forge or Heeley Pool & Gym, call 0114 223 3410 on the following dates:

  • If you relocated to another Sheffield City Trust venue whilst Ponds Forge or Heeley remained closed - Tuesday 24th November
  • If you were booked onto our Coached Programme at Ponds Forge or Heeley before the Spring lockdown - Wednesday 25th November


Any customers wishing to book a new Coached Programme at Ponds Forge or Heeley will be able to do this from Monday 30th November.

Q. Will you be doing any at home workout during closure?

A. At a time where health and wellbeing is more important than ever, you can still keep active at home with our On Demand fitness clases. If you are a fitness member you can take part in over 1500 classes online for free until 2nd December. Non-members can still enjoy these classes for just £6 a month. Find out more> 

Payments

Q. I have booked and paid for an online, by phone or in venue for an activity during lockdown. Can I claim a refund?

A. Any upcoming leisure activities that have been paid for online, by phone or in venue will be refunded to you. You do not need to contact us about your refund. Due to the volume of refunds being processed please allow 10 days for this to appear in your bank account. For any payments made in venue we will contact you within 10 days to arrange your refund.

Q. My payment on the 1st November was still taken. What should I do?

A. The lockdown announcement has come too late for us to stop the direct debit due on 1st November. When we reopen we will recalculate your next direct debit payment to ensure that any credit owed to you by paying on the 1st November will be deducted from your first returning payment. You do not need to cancel your direct debit.

Q. My next golf membership payment is due on the 4th November, will this payment be taken?

A. We will not take your payment by direct debit on the 4th November. When we reopen we will recalculate your next direct debit payment to ensure that any credit owed to you will be deducted from your first returning payment. You do not need to cancel your direct debit.

Q. What will happen to my membership payments?

Direct Debit Memberships – All memberships will automatically be frozen from Thursday 5th November until we reopen. All direct debits and payments are on hold. The lockdown announcement has come too late for us to stop the direct debit due on 1st November. You will not be charged for the time that our venues are closed due to the lockdown. Regardless of the date of you direct debit, we will re-calculate your next direct debit based on when we reopen to ensure any credit owed is included in your first returning payment. You do not need to cancel your direct debit or contact us to freeze your membership.

Annual Upfront Membership - All memberships will automatically be frozen from Thursday 5th November until we reopen. If you pay for your membership upfront your membership is on hold. When we reopen your end date will automatically extend accordingly.

Q. I pay for my lessons by direct debit. What do I need to do?

A. All lesson memberships will automatically be frozen from Thursday 5th November until we reopen. All direct debits and payments are on hold. The lockdown announcement has come too late for us to stop the direct debit due on 1st November. You will not be charged for lessons that you cannot attend due to our venues closing due to the lockdown. Regardless of the date of you direct debit, we will re-calculate your next direct debit based on when we reopen to ensure any credit owed is included in your first returning payment. You do not need to cancel your direct debit.

Q. I pay for my lessons in blocks. What do I need to do?

A. All memberships will automatically be frozen from Thursday 5th November until we reopen. None of your lesson credits will be used whilst our venues are closed.  When we re-open, you will still have the same amount of lessons remaining; your space will be saved so there 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 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. Your memberships or lessons will remain frozen until we reopen, and no payment will be taken by direct debit.

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

Your membership is currently on hold. No further direct debits will be taken until we reopen. We understand that everyone’s personal circumstances are different, 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 wish to cancel my lessons, how do I do this?

A. Your lessons are currently on hold. No further direct debits will be taken until we reopen. We understand that everyone's circumstances may have changed during the past few months. To cancel your lessons please email us at lessonadmin@sheffieldcitytrust.org with details of your lesson.