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FAQ's

Please read our frequently asked questions below. If you can't find an answer to your question, please contact us on 01670 6222 200 or email: enquiries@activenorthumberland.org.uk (please include the centre / service your enquiry regards in the subject line)

 

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
  •  Universal Credit

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

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

Q. Some customers are referred to our specialist Exercise on Referral sessions by their GP 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, therefore we have to charge to cover these costs.

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.
 

The easiest way to book onto many of our activities is via the Active Northumberland app, which is free to download and register with. Find more information here

For Clip 'n Climb bookings please review information on our webpage here

For Bowling bookings please review information on our webpage here

How will you communicate with me?

We operate on a paperless communication method with our customers, meaning that the primary contact method will be via emails to give you updates on our facilities and any changes which may impact the services we offer you. Please ensure you provide us with a valid, current email address to ensure you do not miss any information.

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 membership account.

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. If you're sure you want to cancel, please ensure you have read the Terms & Conditions of your membership with us FIRST to understand your full rights to cancellation. This information can be found HERE

Once you have read the Terms and Conditions and are happy to procede with cancellation, please complete the online cancellation form which can be accessed by CLICKING HERE.
 

To register to use Active Northumberland facilities on a Pay as You Go basis please follw the instructions below:

1.  Navigate to or click the link https://www.fastdd.co.uk/platinum/start.php?c=ActiveNorthumberlandOnline

2. Choose the site you are most likely to use from the drop down, note that once registered you are able to use any site and don't need to register more than once

3. Please ensure you read our Terms and Conditions, if happy make sure you to tick the box to acknowlege your acceptance

4. Select "Not Applicable" for company name

5. Select Pay As You Go (PAYG) membership from the options which should appear below

6. Hit the next button

7. On the next screen you will be asked to enter your personal information

REMEMBER, supply a valid email address so we can send your login ID and PIN to book online. This should arrive with 1 hour of completing your registration, which will be the 2nd email after confirmation of completing registration

8. Review your details. Agree to DFC terms and Conditions. Click Next.

9. You will then recieve an email confirming your registration from DFC, this contains a reference number which you should keep for your records.

10. Within 1 hour of receiving your DFC email, you will receive a second email from us at Active Northumberland which contains your Member ID and Password. 

11. Download the Active Northumberland app or use the website to book your session

Please note that to access the new Ponteland Leisure Centre, non members / PAYG users will have to purchase a wristband on their first visit from reception to access the facilities.

If you run into any issues, please contact our team on 01670 620200 or send us a message on our social media channels

Download the app and get active!