Leisure centres re-opening - frequently asked questions
Which leisure centres are reopening and on what date?
Caerphilly, Heolddu, Newbridge and Risca leisure centres will reopen on 1 September.
Why aren’t all the leisure centres re-opening?
The phased re-opening of a select number of facilities has been made to allow for additional staff to work at each site to ensure appropriate cleaning is conducted and customers are supported during their visit. Other leisure centres will be reconsidered following the initial re-opening period. Our memberships allow you access to use any of our facilities.
Can I book the outdoor areas (ATP’s etc)?
Yes. Our outdoor facilities are available in accordance with FAW / WRU guidance. This will mean that during the initial phase of reopening that only affiliated clubs will be able to book. All bookings will be for 45 minutes
Do I have to book a slot on the web or app to use the fitness suite?
Yes. The capacity of the fitness suites will need to be managed by using the pre-booked system to ensure a safe experience for all our users.
Will I have to pay at the booking or can I pay at the leisure centre?
We would encourage all customers to pay at the time of booking either on-line, using the App of over the telephone. Contactless Card payments will be accepted at our Reception points.
Will you be taking cash payments?
No. All payments will be contactless, and cash will not be accepted.
How will I be able to social distance in the fitness suite?
We have set maximum occupancy limits for our fitness suites based on their size to ensure you can work out with all the space you need.
We’re leaving a 2m space between our equipment where possible, to ensure there is adequate space between members whilst they work out. We are also utilising other parts of the leisure centre to provide additional fitness suite capacity.
We have also introduced clear signage around the gym to help members to socially distance and our team are always be on hand to help.
How is equipment being kept clean?
We’ve increased our cleaning schedules. The pre-booked system enables us to schedule 15 minute intervals between each session to ensure our leisure centres are fully cleaned and sanitised using a viricidal cleaner, certified to kill viruses.
Disinfectant, disposable paper towels and hand sanitisers are located across each gym area, and we’re asking all members to help keep our leisure centres safe by sanitising equipment before and after use.
At this point, we are not able to allow towels in the fitness suite, and water fountains will remain closed, so please come pre-prepared with a full water bottle.
Is all the usual fitness suite equipment available?
We’ve worked hard to make most of our equipment available to use, however, to ensure there is adequate spacing between each piece of equipment and the workout area there may be smaller volumes of equipment available.
We are also utilising other parts of the leisure Centre to provide additional fitness suite capacity.
I am conscious of how I can social distance in the fitness suite, how will I know what to do?
We want to give you a warm and friendly welcome back to our leisure centres and make you feel as comfortable as possible. All our leisure centres now have additional team members on hand. Their focus, as well as welcoming members, is to educate members on our social distancing measures, to manage capacity and to ensure all sanitisation and cleaning tasks are completed
You will also notice a lot of additional signage and notices that will help you manage and maintain social distancing.
Are personal training sessions available?
No. Personal training sessions are not available at the moment.
Are changing rooms open at the fitness suites?
No. Changing room are not open, but toilets will be in use. Showers and lockers will not be available during the initial phase of reopening.
All customers are encouraged to be ‘activity ready’ upon arrival and leave the leisure centre immediately at the end of the session and shower at home.
Do I need to wear a mask to the fitness suite?
We are closely following government guidelines, and currently you don’t need to wear a mask when using our fitness suite facilities. You are, of course, welcome to do so if you would be more comfortable wearing one.
Do I have to pre-book a place for all fitness classes?
To keep everybody safe and help us manage capacity, members are required to pre-book their space for every class via our website, mobile app or over the telephone.
How are you making fitness classes safe?
We're carefully managing the capacity of our classes and therefore request that members pre-book their space for every class via our mobile app, on-line or over the telephone.
We’re setting up our studios to ensure that all equipment is spaced at least 2 metres apart, with social distancing markings in place to help members keep apart. The class tutor will also guide you in this regard.
We are cleaning all equipment and accessories using a fully viricidal disinfectant cleaner, certified to kill viruses. To allow time for thorough cleaning there will also be a minimum of 30 minutes between each class.
We’re unable to loan any equipment such as exercise mats until further notice. You are, though able to purchase these items at Reception. We’re also asking members who bring towels into the studio to be reminded that they are for personal use and not for wiping down of equipment.
Why is there a reduced class timetable?
We have selected classes that use a minimal amount of equipment to reduce any cross contamination.
The classes selected allow us to make sure members can easily remain in a designated space, and stay a safe social distance from each other, as well as the instructor.
Why are the classes only 30 or 45mins long?
We’ve made the decision to alter our timetable to ensure we have enough time between each class to carry out our thorough cleaning procedures. It also means we can provide more classes throughout the day, giving everyone a chance to enjoy a class.
How are group cycling classes affected?
We are safely setting up our group cycling studios with bikes positioned a minimum of 2m apart. This will mean capacity is reduced.
We are setting aside a minimum of 30 minutes between classes to allow for thorough cleaning of all equipment and touchpoints ahead of the next session.
Do I have to book a slot on the app to use the swimming pool?
To keep everybody safe and help us manage capacity, members are required to pre-book their space for a swim session via our website or mobile app.
Is there a limit on the number of people allowed in the swimming pool at any one time?
During the initial phase of re-opening swimming will be 1 person per lane.
All customers will be asked to arrive ‘beach ready’ to enjoy their swim and go home immediately after the session ends.
How about kids' swimming pools?
The same rules apply to children's swimming pools. This may mean that for smaller children's swimming pools, we are only able to allow 1 or 2 families to be in the water at any one time. This may be different at each leisure centre depending on facility size
Are the health suite facilities (steam room, sauna) available?
We are currently unable to open our steam rooms and saunas at this time.
Are swimming lessons running?
Swimming lessons will not return during the initial reopening period; however, we will continue to monitor the guidance and advice and will inform customers as soon as were able to reintroduce them.
Are aqua classes running?
Aqua classes will not return during the initial reopening period; however, we will continue to monitor the guidance and advice and will inform customers as soon as were able to reintroduce them.
When will my Direct Debit restart?
Your membership will reactivate on 1 September 2020. We are pleased to confirm that we will be applying a 50% discount to all Direct Debit memberships in September.
I am not ready to come back yet, what are my options?
We have been listening to our member feedback and understand that some of our members may not be ready to come back to the leisure centre straight away. Any members wishing to continue with a membership freeze just need to let us know by contacting the Customer Service Team on 01443 863072 or email firstname.lastname@example.org.
How do I set up a new membership?
You can set up your membership over the phone by contacting the Customer Service Team – 01443 863072. You will need your bank details and an initial payment will be taken to cover your use until your first Direct Debit deduction.
I have a question about my membership – who do I contact?
Please contact the Customer Service Team on 01443 863072 or email email@example.com
Are you still going to offer your online and app-based exercise content?
Yes! The feedback from members about both our on-demand classes and live streaming has been that it is a brilliant addition and really positive so, we will continue to offer for existing members free of charge at this time.
I don’t have the Leisure Lifestyle app how do I go about getting it?
Downloading the app is easy, just go to your device's App Store or Play Store, search for LeisureLifestyle and click download.
Still can't find what you're looking for?
Contact our Customer Service Team on 01443 863072 or email firstname.lastname@example.org.