FAQ

Please read our frequently asked questions below. If you can't find an answer to your question, please contact us here

Memberships

Q. I usually pay on an annual / 6 monthly basis - what will I be paying now?
 
A. We will honour your existing membership until the end of your contract. You then have the option to be transferred onto either the £32 per month 12 month contract or the £40 per month 3 month tie-in. We will be contacting you in due course to explain what will happen at the end of your contract.

Q. Where can I find information on the range of memberships you offer, including prices?

A. Information on our memberships can be found here, alternatively please contact us on 01670 620200 so we can discuss your options.

Q. How do I cancel my membership?

A. 
Please ensure you have read the Terms & Conditions of your membership with us to understand your full rights to cancellation can be found here
Please complete the online cancellation form which can be accessed by Clicking Here 




 

Concessions

Q. What benefits entitle the claimant to the concession rate?
 
A. If you receive any of the following benefits, you are entitled to use our concession rate:
 - Job Seekers Allowance
 - Severe Disablement Allowance
 - Housing Benefit / Employment Support Allowance
 - Attendance Allowance
 - Incapacity Benefit / Employment Support Allowance
 - Income Support / Pension Credit Guarantee
 - Carer’s Allowance
 - Disability Living Allowance or Personal Independence Payment
 - Housing Benefit / Full Council Tax support


Q. I'm an OAP - what discounts are available?

A. There are concessions for low-income customers including OAPs who are in receipt of specified benefits.

GP Referral

Q. Some customers are referred to Active by GPs for health reasons - what will they pay?

A. These users will be reviewed by specialist staff and directed to specific health improvement classes with qualified instructors. Active receives funding for the GP assessments but it does not cover the cost of providing leisure facilities.

Referred customers will be encouraged to attend classes that meet their individual needs as paying members, as well as joining in free activities such as health walks and doorstep walks.


 

Printed timetables

To minimise our environmental impact and for a more user-friendly experience, we encourage our customers to view our timetables online.

Not only will you see accurate and live information, the alerts system will also show if a class has been cancelled or modified. 

We do have the option to print a timetable but please note all classes and activities are subject to change and are only valid from the day of print. The 'print timetable' button can be found above each individual timetable on a centre page.   

How will you communicate with me?

When attending one of our facilties for the first time we may ask you to provide information on yourself which may include:

  • Name
  • Contact Information (Telephone, Email etc.)
  • Postcode
  • Emergency Contact 
  • Health Information
We store all of our customers data securely and only use for intended purposes, ensuring that you have the choice to receive information which is relevant to yourself.

From time to time you may receive marketing messages from us which may include discount vouchers, promotions releveant to you or details on new and changes to activities at your local centres.

To ensure we have accurate up to date information please speak with one of our team, call us on 01670 620200 or you can update your preferences through your own member portal.