Welcome Back!

Join us ENQUIRE

Frequently Asked Questionss

FAQs

1.       Will staff be regularly cleaning?

Yes, staff are regularly cleaning centres. Customers must clean the equipment after use, using the cleaning materials provided. You will also see more hand sanitising stations around the centre, so it’s easier to sanitise your hands during your visit. You must sanitise your hands thoroughly before entering the centre to ensure both customers and our staff members’ safety. Pool areas will also be regularly cleaned throughout the day.

2.       Can I turn up for a workout/swim?

Not at the moment. You will need to use our app to pre-book your session or our online booking system which can be found HERE.

To book on the app, you will need to select the Atherton, East Ham, Manor Park or Newham screen to find the booking page. For help doing this, please click HERE. You will need to ensure you have updated your app - it needs to be the latest version. If you need help booking a session, please click HERE.

Access to the Centre will be by your membership card ONLY. If you need a new membership card, please get in touch with Customer Services via email at memberships@activenewham.org.uk so they can arrange a new card: this will cost £3.00 and will be available to collect at the centre.

3.   Are you limiting the number of customers in the gym?

Yes, numbers will remain capped at all sites to allow safe capacities.

4.   Will the downstairs gym at Atherton be open?

Yes, but times may be limited on some occasions.

5.   Will CrossFit be open?

CrossFit remains closed as the ventilation in the Box isn’t COVID compliant.

6.   I require a carer/helped to attend the gym with me – is this allowed?

Yes , however, we would recommend using the site during our less busier times - please speak to one of our staff at site for more details.

7.   Are the water fountains available to use?

No, but you are welcome to bring your water bottle. The water fountains which allow you to fill a water bottle hands-free are available (in reception at Atherton, and the upper gym at Newham).

8.   Will showers be available?

Cubical showers will be available to use after your swim; however, showering at home is advisable. Showers are not available for gym users.

9.   I’ve lost my membership card; how do I get a new one?

If you need a new membership card, please get in touch with Customer Services via email at memberships@activenewham.org.uk so they can arrange a new card: this will cost £3.00 and will be available to collect at the centre. Payment will be required at the centre when you collect your card.

10.  I was a Pay As You Go member before the closures - can I use the facilities

Yes – if you have a member account with us on a Pay As You Go basis, you’re welcome to book and pay for your sessions via the app or our online booking system.

11. I’ve booked a class but can’t get through the gates at the centre?

There could be a range of reasons why this might occur; please get in touch with Customer Services to check your membership. You can do this by calling 0300 124 0123 (during their opening hours) or email memberships@activenewham.org.uk

12. I froze my account – how can I use my membership?

You can email your request to reactivate your account to memberships@activenewham.org.uk

13. Why have you increased the prices back to March 2020 levels?

Now that all activeNewham leisure centres have re-opened and opening hours have returned to normal, our pricing structure has returned to levels applied before the Covid-19 enforced closures in March 2020.

14. Are activeNewham increasing prices or just restoring them to pre Covid-19 pandemic levels?

We are pleased to confirm there has been no price increase applied to your membership subscriptions since 2016. This adjustment is to revert to the pricing levels as of March 2020.

15. What if I am not ready to return to use the centres and wish to continue to freeze my membership?

You can continue to freeze for up to three months at the cost of £5.00 per month.

16. Will my current price subscription be maintained if I choose to freeze and later unfreeze? If so, for how long will my current price be held?

We can guarantee your current price for a maximum of three months from the date your freeze is processed.

17. What if I wish to upgrade/downgrade my membership subscription?

There is no charge for upgrading or downgrading your membership subscription. However, you must give us 30-days notice before your Direct Debit (on the 1st or 15th of the month) is due.

18. Can I join/re-join online? If so, what is the web link?

Yes, you can join online. Follow this link.

19. What is the best membership option for me?

Our memberships represent excellent value for money. If you would like to discuss the most suitable membership option for you, we suggest you contact us by visiting one of our leisure centres or calling Customer Services on 0300 124 0123. You can also use the centres on a pay as you go basis.

20. I notice that certain items of equipment in the gyms are gone. When can I expect them back?

The removal of equipment was in response to the Government issued guidance for social distancing. We will reintroduce equipment back into our facilities it is safe to do so. If you have a particular item of equipment that you like to use and it's currently unavailable, please speak to one of our fitness instructors, who’ll be able to assist you with alternative equipment to meet your workout requirements.

21. Can I join in person at my local leisure centre?

Joining online is the best option at present; however, centres are gradually reintroducing in-person joining.

22. I have previously cancelled my membership subscription via my bank; how do I restart this?

You can do this online by following this link or contacting Customer Services on memberships@activenewham.org.uk

23. I have dual subscriptions for Health and Fitness membership and swimming lessons; could I continue with one whilst applying a freeze for the other?

You can reactivate either subscription or choose to keep either frozen for a three month period at a cost of £5.00 per month

24. Are the centres busy/overcrowded?

Our centres are currently running at reduced capacities to assist with safety requirements. You can book your space for activities online or by using the app.

25. What are you doing to protect me from being exposed to Covid-19 when using the facilities?

Please follow this link to view a short video. You can view the safety measures to help protect you from Covid-19 whilst using our leisure centres.

26. I’m a member of Manor Park Fitness Centre and pay a different level of membership subscription. What options are available for me?

Please follow this link to find out more information about the Manor Park Fitness Centre options

27.  What exercise classes are currently available?

The current Group Exercise programme can be found by following:
Atherton Leisure Centre
East Ham Leisure Centre
Newham Leisure Centre

The latest Summer Programme began on 26th July.

28. How and when will I likely receive my membership card if I take out a new subscription? How long will it take to be delivered?

Your new membership card will be posted out to you within five working days of joining. The email you receive confirming your joining up contains a barcode you can use for entry.

29. I currently hold a CrossFit membership at Newham Leisure Centre. When will this activity re-open, and when can I restart my membership subscription?

Unfortunately, the CrossFit area remains closed to Covid-19 restrictions. We hope to re-open this activity as soon as it’s safe to do so. We will be communicating with customers to keep them updated with information on restarting your membership when we have a confirmed date for re-opening.

30. Is the 24-hour operation re-opening at Newham Leisure Centre? If so, when?

We are currently reviewing the 24-hour operation and will be providing customers with an update by the start of September 2021.

31. Whilst the 24-hour operation is closed, what will happen with my membership?

You can attend the centre at any time, but you will not be charged for your Night Hours bolt-on.

32. Do I have to wear a mask after 19th July?

Although no longer mandatory, we recommend you continue to wear a face-covering around our centres, which you can remove during physical activity.

33. Will the changing rooms be re-opening?

We will re-open wetside changing rooms only at this time for customers who are using the swimming pools to use; all our dryside changing rooms will remain closed for now. We would still request you come dressed, ready to participate in your activity. 

34. Will there be more classes added to timetables?

Timetables with the programme from 26th July are live, and in some cases, with more sessions.

35. Do I still need to socially distance?

Social Distancing guidelines although no longer a legal requirement will remain in place in our Leisure Centres to help lower the risk of customers and staff contracting COVID-19. 

36. Will the crèche be opening?

We are hoping to re-open all creches on the 1st September.

37. Will the Women Only Gym/Health Suite/CrossFit Box re-open?

At the moment, they will remain closed until we can control the air circulation within those areas.

 

Group Exercise FAQs

1.        Will I be able to use the changing rooms or lockers? 

No, we ask that you come workout ready and only bring the essentials with you. 

2.        Will classes be socially distanced? 
Yes, classes will be smaller, allowing more space between participants. 

3.        Will I need to pre-book my class? 
Yes, you will need to pre-book via the app or online. 

5.        What happens with my outdoor class if there is bad weather? 

If there is bad weather, the class will move to the Sports Hall on sectors 7 and 8. Our concierge will confirm the location of the session if unsure on arrival.

6.        Will I have to come into the centre to check in for my outdoor class? 

No. Once your activity is booking on the app or online, use your card to enter through the turnstiles.

7.        Where will the Outdoor Group Exercise classes be held? 
We have marked out boxes in the high jump area of the athletics track.

8.        Can we bring our equipment to classes? E.g., Yoga Mats 

Yes. We are not able to provide yoga mats to members.

 

9.        Do I need to bring anything else with me?

Please bring water, a towel, and sunscreen as needed.

10.     How many people per session, and is there a safe distance between each person?

It depends on the type of session as different sessions have different capacities – viewable on the app.

 

 

 

Manor Park FAQs

Is the existing gym definitely closing? 
Yes, the gym will be closing as part of the Greenhill development. The outline timescales can be found at the London Borough of Newham’s website.

 

Will London Borough of Newham be looking to replace the gym with a temporary / local provision until the new permanent gym opens? 
This is currently under discussion, but nothing has yet been confirmed.

 

Will I get a pro rota refund on any annual membership with term left to run? 
No. Your annual membership can be used at other centres after Manor Park closes.

 

Will my current membership price be guaranteed at the point of the new gym opening? 
No, unfortunately, we cannot guarantee this at the current time.

 

What will the new gym be like? What equipment and will it include GEX classes? 
We don’t have any details on the new offering at this stage, further details will be made available when confirmed.

Will the new gym have car parking access ? 
We don’t have any details on the new offering at this stage.

Will the new gym open 24 hours / 7 days a week?
Opening hours will be confirmed prior to opening the new gym.

How / where can I find out more information about the new housing development & gym?
Project: Greenhill (newhamco-create.co.uk)
  

Can I stay on freeze until centre re-opens, if so is the freeze for free? 
Unfortunately, this isn’t possible due to the exact time period between then-current gym closing and the new gym opening is unknown at the current time. We hope to be able to provide in September 2021 .

If I cancel can I come back to the same price I had before manor park closed as the other gyms are far from me?
Unfortunately, this isn’t possible due to the exact time period between then-current gym closing and the new gym opening is unknown at the current time. We hope to be able to provide more information later this year.

Will I continue paying founders member price if I use another gym?
Yes, the foundation membership price is guaranteed until at least the 31st March 2022.

Badminton

Badminton will be returning to Newham Leisure Centre from 31st May 2021. 

 - You must pre-book your session, using the App or online booking website.

- You must bring your membership card/fob to gain entry to the centre.

- Water fountains won’t be available. Please bring a bottle of water with you.

- Please follow all instructions during your visit.

- Changing rooms and lockers will not be available: come with the correct gym attire and only bring what is necessary. 

- Please use the hand sanitising stations on your arrival, during your visit and when you leave the centre.

 -Please come no more than ten minutes early for the start of your session as advanced / early admission will not be allowed and you may be asked to queue outside.

- Due to Track & Trace requirements, please ensure you have asked all of your additional players to book onto your court in good time before you attend. Additional players cannot be added once your session has started and failure to include these players will result in them being refused entry.

For a full list of FAQ's, please click HERE.

Group Exercise FAQs

1.        Will I be able to use the changing rooms or lockers? 

No, we ask that you come workout ready & only bring the essentials with you. 

2.        Will classes be socially distanced? 
Yes, classes will be smaller, allowing more space between participants. 

3.        Will I need to prebook my class? 
Yes, you will need to prebook via the app or online. 

4.        Will my usage limits increase from 9 per week now that classes are back? 
No, usage limits will remain as they are currently.

5.        What happens with my outdoor class if there is bad weather? 

If there is bad weather, the class will move to the Sports Hall on sectors 7 and 8. Our concierge will confirm the location of the session if unsure on arrival.

6.        Will I have to come into the centre to check-in for my outdoor class? 

No. Once your activity is booking on the app or online, use your card to enter through the turnstiles.

7.        Where will the Outdoor Group Exercise classes be held? 

We have marked out boxes in the high jump area of the athletics track.

8.        Can we bring our own equipment to classes? E.g., Yoga Mats 

Yes. We are not able to provide yoga mats to members.

9.        Do I need to bring anything else with me?

Please bring water, a towel, and sunscreen as needed.

10.     How many people per session, and is there a safe distance between each person?

It depends on the type of session as different sessions have different capacities – viewable on the app.

11.     What is the confirmed price for Group Exercise - £ 7.60 or £5.95?

The current price for all Group Ex classes is £7.60

Swimming Lesson FAQs

ActiveNewham has now made all of its facilities COVID secure to ensure all our customers’ safe return.  All of our activities have undergone review to ensure they all meet the current guidance issued by UK Governing Bodies, including Swim England, ukactive and Central Government.

We have set out below several FAQ’s you may have concerning your return to swimming and our COVID operations.

Please take time to read them before you come back for your first lesson.

Q1:  When are my child’s swimming Lessons returning?

A1: Swimming Lessons will resume for Children “Over the age of 8 years of age” and at “Stage Four and above only” at Atherton and East Ham Leisure Centres week commencing 17th May. Children under 8-years and those Stages 4 or below will be invited back to their lessons in September.

Q2: How has it been decided what children are to be allowed to return?

A2: We recognise that many of our under 8’s will require parental assistance in changing and unfortunately, due to social distancing restrictions on the number of customers we can allow in both changing accommodation and swimming pools, by National Governing Bodies and Central Government, we are unable to bring everyone back at this current time, due to facility capacity. Therefore at this present time, we have had to place a cap on numbers.

Q3: What is the Booking Process going to be?

A3: ActiveNewham swimming co-coordinators will be contacting swim school members that fall into the selection criteria in A1 to discuss their return and class availability. Please do not call leisure centres – we will contact you.

Q4: What COVID Secure arrangements are in place at the Centre?

A4: Centres will have one way systems, Covid secure signage, and all customers will be required to wear face masks or shields when inside the building, unless exempt. There will also be: staggered start and finish times of classes; reduced class sizes; reduced capacity and cubicle accommodation in changing rooms; increased cleaning regimes; and socially distanced spectator seating. All Swimmers to arrive “beach ready” to limit the need to use changing rooms on arrival. Hand Sanitiser stations will be available for customer use throughout Centres. Teachers will use central poolside collection points for all swimmers to reduce customer travel across Centres.

Q5. What will happen if I am unable to attend my Lessons?

A5.  ActiveNewham will be operating a non-attendance policy from the 17th May for all lessons. If you cannot attend your lesson for COVID related reasons – supported with medical evidence – a credit will be issued for your missed lesson. Non-attendance for non-medical or non-COVID related reasons will result in the possible loss of your lesson space if non-attendance occurs on more than two occasions. Unfortunately, if we have to place your lesson space on hold, we may not be able to offer you another space on the Learn2 programme until sometime later in the year.

Q6: What will happen if I need to cancel my lessons?

A6: activeNewham will be operating a Cancelation policy from 17th May for all lessons. Each cancellation will be dealt with on a case by case basis. Customers who choose to cancel their bookings may lose their spaces altogether. We cannot guarantee customers who cancel will be able to join a waiting list. Direct Debit payments for lessons not completed may also be payable before removing you from the programme.

Q7: What are the arrangements for dropping off & picking up swimmers?

A7:  We encourage all of our swimmers to come to the lessons with a parent or guardian. However, at this moment in time, we would request that you limit this to only ONE parent or guardian to accompany each swimmer inside the building. Swimmers are to come ready to swim, with as little clothing/bags as possible to limit the need to use changing rooms when they arrive. Parents/guardians are requested to look after personal belongings whilst swimmers: lockers are not available. Parents/guardians that wish to watch their child swim will also be required to be seated in the socially distanced spectator seating. If you do not want to sit in the designated seating, we will need you to wait outside the Centre until your child has finished their lesson. We would also ask that parents do not congregate in groups of more than six.

Q8: What will happen to my Direct Debit payments?

A8: DD Payments for all lessons will restart on the 1st June.

Q9: Will changing rooms and showers be available?

A9: Changing rooms and showers will be available. However, we are operating a communal changing room and asking all customers to use the changing cubicles to ensure privacy. Showers should be limited to no more than two or three minutes when exiting pools before getting dressed.

Q10: Will I be required to wear a Face Mask at the Centre?

A10: To protect our staff and other customers, we ask that you continue to wear a face-covering inside the Centre after 19th July.

Q11: Is my child’s lesson going to be in smaller groups?

A11: Yes. To maintain social distancing and comply with Swim England’s guidance, we will be reducing the numbers of swimmers in each class. Swimming classes may also be in different parts of the swimming pool as a number of our lessons have moved into our main swimming pools.

Q12: Will my child have the same teacher as before?

A12:  Where possible, teachers will continue teaching the same lessons as before. Your Swimming Co-ordinator will be able to advise you on this when they call to book your lesson.

Q13: What arrangements will be in place to ensure both facilities and equipment will receive additional cleaning?

A13: To ensure all of our facilities are COVID Secure, we have introduced extra cleaning in all areas. In line with Swim England guidance, equipment, e.g. floats, will be cleaned between each lesson.

GYM

- You must pre-book your session using the App or online booking website.

- You must bring your membership card/fob to gain entry to the Centre.

- Water fountains won’t be available. Please bring a bottle of water with you.

- Please follow all instructions during your visit.

- Changing rooms and lockers will not be available.

- Arrive with the correct gym attire – ‘workout ready’ – and only bring what is necessary.

- Use the hand sanitising stations on your arrival, during your visit and when you leave the Centre.

- For hygiene reasons, please bring a personal towel with you and remember to clean down your equipment once you’ve finished; there are materials and cleaning equipment for you to use.

 

SWIMMING

- You must pre-book your session using the App or online booking website.

- You must bring your membership card/fob to gain entry to the Centre.

- Lane swimming will be of mixed ability. We do not guarantee each lane will be at the same pace for everyone.

- Regular cleaning throughout the day will take place.

- Arrive with the correct attire – ‘swim ready’ – under your everyday clothing to limit your time in the changing rooms.

- Provision for the storage of bags and clothing is limited; please only bring the essentials.

- Cubical showers will be available to use after your swim; however, showering at home is advisable.

- Several ‘Family swim’ and ‘Parent and child Splash’ sessions will run in the Teaching Pool.


Customer Behaviour

In addition to our current expectations on customer behaviour, please be aware there are further essential requirements during current conditions. Our staff have a right to feel safe and secure at work, particularly during present conditions.

In line with UKactive’s Approved Safety Plan, customers who show possible symptoms (increased temperature, persistent cough, difficulty breathing, etc.) or live with someone who has should not attend the Centre and must self-isolate for the recommended period. Those that do attend will have admission denied or asked to leave.

Please ensure you turn up on time for the start of your pre-booked session, although NOT early, as you may be required to queue outside the building until the session starts.

All those attending our centres certify they are fit and healthy to participate in the activity they have booked.

While COVID-19 restrictions – at the National and Local level – are in effect, the way you enter, exit, participate in an activity, interact with services, staff, etc., will change. Also, some services might be restricted or unavailable. These alterations may change as restrictions are updated.

Activities must be pre-booked: turning up to participate in an activity is not permitted. There will also be restrictions on session times and the amount of time you can remain in the Centre.

Please bear with us as we too become accustomed to changes and be prepared to expect requests we may not have previously enforced to be adhered to, e.g. taking your picture for your membership record.

At all times, you are expected and required to maintain social distancing rules and other regulations to ensure COVID-19 Secure operations (as mandated by the Government).

We will operate a policy of ‘zero tolerance’ while restrictions remain in place at our centres.

In line with our current customer behaviour expectations, ukActive and Government guidance, you may have to leave our centres, including removal by the Police if appropriate, and have further bookings blocked.

In association with Newham Council, and with assistance from the Police, and utilising CCTV, we will pursue those who threaten or assault any staff member.

The rules above are in accordance with section 30 of the Terms and Conditions:

“You agree to comply with the rules of membership, use of facilities and conduct, which are available on our website.”

 


 

© 2017 activenewham
CALL COSTS | TERMS & CONDITIONS