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23 Mar

Roadmap to our reopening revealed

We can't wait to be able to welcome our customers back at our Gyms, Swimming Pools, Sports facilities and Leisure activities.

It's certainly been a while but we've been as busy as ever to ensure our facilities are all ready and waiting for you.

We are pleased to share our provisional reopening plans, which will continue to be reviewed alongside government guidelines. If you have any questions, we hope our FAQ's below will provide answers to many of your questions.

Can I freeze my membership with you?
Yes, for a maximum of 3 months before your membership is automatically reinstated.

  • Direct Debit customers you must action this and we are not able to do on your behalf. You must login to your account with DFC with your reference number OR postcode at https://www.debitfinance.co.uk/payments/login.php  (please be aware that you have until 29th March 2021 to action this to avoid your membership charge in April)
  • Annual / Pay up front customers please complete our form here

When do you reopen your centres?
We are pleased to see the UK Government issue a roadmap to the reopening of our centres and services, looking to be in April 2021. We must achknowledge that these dates circulated are not yet finalised. We will continue to issue updates to customers as we get closer to key dates.

When can I book into activities?
Bookings for members will be available from Monday 29th March (14 days before opening) with non members able to book from 5th April (7 days before opening) as per our normal booking procedures.

I need to speak to one of your team, how can I do this?
We are really sorry, but we have had to take the steps immediately to place our contact centre team on furlough as our facilities have had to close to all. You can email enquiries@activenorthumberland.org.uk where we will respond at a time when we are able too, but please do not expect an immediate response. 

When do Learn to Swim lessons return for my child?
We are working towards our swimming lessons returning from Monday 12th April. All lessons will remain at the same day and time as that of December 2021 (all sites with excetion of Concordia and Swan Centre). Please login to your Home Portal to check your child's class time at 
https://members.activenorthumberland.org.uk/Learn2/

Why have you taken my Direct Debit payment in January 2021?
Due to the lateness of the announcement from the Government, we are unable to prevent the live Direct Debits for the 5th and 8th January from being collected as the Direct Debit instruction has already been processed by the bank. On 19th March 2021 we sent an updated communciation customers informing them that they would be refunded their January payment if was taken.

I have paid for an upfront membership, what happens?
All upfront memberships (paid in advance) will have the missed time added to your membership. We will not be offering refunds on any memberships as we are simply not able to process this due to our staff being on furlough leave with all of our facilities now closed.

I paid for an activity as a Pay As You Go (PAYG) user, do I get a refund?
We have credited your account so that once we reopen you can re-book your activity with us. We will not be issuing refunds on any payments as we are simply not able to process this due to our staff being on furlough leave with all of our facilities now closed.

I want to cancel my membership?
Please refer to our Terms & Conditions here, we will also not be able to action your request until our Contact Centre team return to work as we must utilise the governments furlough scheme at this time with all of our facilities closed.

 


 

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