FAQs
General - All Centres
Do the activity sessions have to be booked in advance?
Not in all cases, but those activities available to pre-book are published on the Active App. We strongly advise pre-booking to guarantee your space.
They can be booked and paid for using the Active App or by telephoning the Centre on 01534 449888.
What is the minimum age to use the Facilities?
Gyms:
Young persons 14-years and older can use our gyms at Les Quennevais and Springfield but must be accompanied by an adult. Those under 16 years old are only permitted to use cardio equipment.
16-18 year-olds can use the gym without being accompanied by an adult but must complete a mandatory gym induction before they can train independently. A parent or Guardian must sign the application forms of all those under 18 years of age.
Pools:
Children from Age 8 can swim independently if they are competent swimmers. Children under 8 years should be accompanied by an adult over 18 years old.
Group Fitness Classes:
Unless otherwise stated our group fitness classes are for 16 years and older. Those aged 14 years or older can attend some classes but must be accompanied by an adult over 18 years old. Please refer to the class description on the website timetable for clarification.
Do you have Family and Accessible Changing Rooms?
At Les Quennevais and Springfield there are accessible changing facilities provided.
At Les Quennevais, children under 8 years old of the opposite sex can join their parents in the changing room. There are also family changing facilities.
Facilities at Springfield are designed for those age 14 plus.
Can I bring my dog to the facilities?
Dogs are not permitted in the leisure centres unless they are Assistance Dogs.
In addition, it should be noted that dogs are not allowed on the playing fields. In accordance with the law:
-
Dogs are not permitted on the playing fields at any time
-
Your dog must be kept on a lead and within the confines of established paths while it is in the park, with the exception of Springfield where Dogs are not permitted at anytime.
-
You must clean up any dog mess deposited by your dog or you could be fined £1,000.
Are lockers available?
Yes.
At Springfield lockers require a padlock and we provide one in the member welcome pack.
At Les Quennevais lockers work with a token which is provided in the member welcome pack.
If you are using our facilities on a pay and play basis, or if you lose your padlock or token, they are available to purchase from the Membership Services desk.
Lockers should only be used for the duration of your visit. All lockers will be emptied when we close for the day and any items left behind will be taken to lost property (main reception).
Where can I park when attending the facilities?
Please refer to the Location pages here for more information regarding the parking available at each of our sites.
Do I have to pay to park at Active facilities?
Parking is free of charge but must be supported with a yellow disc displaying time of arrival. Time limits and terms for parking vary depending on the car park, so please refer to the parking notices at each site for confirmation or refer to our Locations pages.
Is Squash/Racquetball available?
Squash is available at Fort Regent and Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 01534 449888.
Squash is not available at Springfield.
Is Badminton available?
Badminton is available at Fort Regent and Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 01534 449888.
Badminton is not available at Springfield.
Are there Water Fountains available?
Yes, for bottle refill only. Please remember to bring your own water bottle, you are not permitted to drink direct from the fountain.
I have left an item behind; do you keep lost property?
If you have left something behind or have lost something at one of our facilities, please speak to the Membership Services team on who will check the lost property. You can call 01534 449888 or email active@gov.je
The maximum length of time that we can keep found items is one month. After that it is sorted and given to charity.
Are there Cafés at the facilities?
La Piscine Grab and Go Café and Coffee Shop is open between 9am and 6pm Monday to Friday and between 8am and 4pm on Saturdays and Sundays at Les Quennevais Sports Centre.
At Springfield the café is open every day.
Do you have Autism Friendly Swimming Sessions?
Yes, these are available at Les Quennevais. Find out more here.
Can I book facilities for an Event?
Some of our facilities are available to hire for private or public events. You can find out more about our terms and conditions of hire. Should you wish to discuss your options and pricing further, please speak with our Sports Programming Team on 01534 449619 or email SportsBookings@gov.je.
I run a club can I block book a regular training slot at one of your facilities?
Yes, you can find out more about our terms and conditions of hire here. Should you wish to discuss your options and pricing further, please speak with our Sports Programming Team on 449619 or email SportsBookings@gov.je.
Do you offer discounts for block bookings?
At Active, we try to keep our prices low to make facilities as accessible as possible. Discounts are not applied for block bookings as standard, however, if you are a charity, or your activities are for children, we may be able to offer you a reduced rate. Should you wish to discuss your options and pricing further, please speak with our Sports Programming Team on 01534 449619 or email SportsBookings@gov.je.
Active Membership
How much is the Membership?
At Active, we aim to make our membership as accessible as possible, so there are various options available, including concessions. Please visit the Membership page for more information.
Can I pay by Direct Debit?
Yes, you can pay in advance, or by Direct Debit for our annual memberships.
Do you offer discounts for Corporate Memberships?
Yes, if you have more than 10 people that would like to sign up for an Active Membership we can offer you a discount. Please contact the Membership Services Team for more information on 01534 449888 or by email at active@gov.je.
Will I get a Membership Card?
All Active Members are issued with an RFID fob when they join which is required to access the gym and studios at our facilities. Please note that you can freely access the Gym using your fob but will need to book in advance to access the studios and class programs due to limited availability.
Will the 'fob’ be specific to me?
Yes, the fobs will be linked to your account and will record your attendance in the gym or at a class when you swipe to access the area you’re attending. You must not share your fob with friends or family members. Your guests must pay to use the facilities unless otherwise agreed.
I’ve lost my fob; how do I get a new one?
If you have lost your Active RFID Fob you can buy a new one, for a small fee, at the Membership Services desk.
Will I still be required to ‘swipe’ my fob at the reception area on arrival at the centre?
If you have booked in advance to a class, or just want to visit the Gym, you will not have to stop at reception.
All swimming at Les Quennevais, along with bookings in the Sports Hall, will still require you to record your attendance with the membership Services team at reception.
I don’t have a membership therefore don’t have a fob, how will I access the gym, classes etc on a Pay & Play basis?
When you book your class online or at the main desk, you are issued with a receipt that includes a bar code. This code can be used to access the doors to the gym and studios. If you are joining a class. The instructors will also have a register of the bookees.
Sometimes my plans change at short notice, and I have to cancel my prebooked class/activity, what will happen if I don’t cancel in time?
We understand that on occasion, this may happen. If it only happens occasionally, i.e. once every few months, we will not take any action. If you do this regularly, i.e. several times over a period of a few weeks, a temporary suspension may be applied to your online booking rights.
My "pay to play" activity has been disrupted/cancelled, can I get a refund?
Yes, please contact the Membership Services Team on 01534 449888 who will arrange a refund for disrupted and cancelled activities paid for in advance.
I would like to cancel my membership; how can I do that?
We are sorry to hear that. You can cancel your membership, in-line with the terms and conditions. For more information, please speak with one of the Membership Services team.
The Active Jersey App
Why should I use the Active Jersey App?
The Active Jersey App gives you quick access to online bookings, Active news, and Club information, on the go, on your smartphone or tablet. You can also access our On-Demand workouts via the App.
Please make sure you are running the latest version of the app and make sure you allow updates.
I am not a member, can I use the Active App?
Yes, however, you will need to contact us to register for a non-member log in. Once you've set up the App and set a password, you can use it to book and pay for activities.
If I cancel a booking I've paid for using the App, will it automatically refund my card?
Currently our systems do not refund automatically for a cancellation you make online.
If you need to cancel a session you've paid for, please contact the Customer Services Team on 01534 449888 so they can cancel your booking and refund the payment you have made. Please note, if you cancel at short notice, you may not be entitled to a refund.
Do you offer On Demand content?
Yes, there are a selection of Les Mills On Demand classes available on the app, available for Active members, on the On Demand Classes section.
I'm not a member, can I use the Les Mills On Demand content?
Our on-Demand content is available for Active members.
How much does it cost to use the On Demand service?
If you are a current Member our On Demand Active content is free of charge.
Where can I find out more about the App?
Fort Regent
Can we still visit Fort Regent for sport and fitness activities?
You can still book and play badminton, squash, and table tennis at Fort Regent. We advise booking in advance as these are subject to availability, using the App or by calling 01534 449888 before visiting site.
Can I still play table tennis, Badminton, Pickleball and Squash at the Fort?
Yes, bookings should be made and paid for using the Active App or by calling 01534 449888. Courts are subject to availability.
Are there changing rooms and showers at Fort Regent?
Changing rooms and showers are not available at Fort Regent, only toilet facilities.
Is the café open?
Yes. The café will remain open at the Fort and will continue to be run by Empire Prestige.
You can contact them via email info@jerseyprestige.com or call 07797 712843.
Will my Gym/Karate/Other Club activity close when the Fort closes?
Please check with the club you attend for their arrangements after the Fort closes.
Is the Fort Adventures Playzone still at the Fort?
Yes, the Playzone will continue to be operated at Fort Regent until further notice. Please check here for the latest information
Where can I find out more about the Future plans for Fort Regent?
Active Swim School
What age can my child join the Active Swim School?
We want people of all ages to feel confident in the water, our Active Swim School offers lessons for children from the age of 3 years.
I sent in an application form for my child recently but have not heard anything, can you tell me what’s happening?
Customer application forms that have been received in person or by email are processed by Aly, our Aquatics Program Co-Ordinator. She will contact you directly with the class details to offer your child a space to start lessons.
How long is the waiting list for the Swim School?
If there is no availability when you make your enquiry, all wait lists vary depending on your child’s swim level and class movements. We’ll let you know as soon as we can offer you a space. If you’re flexible, we may be able to offer you a mid-term start date if availability arises.
What if I can only bring my child on a certain day due to other school activities they attend during the week?
There is usually a choice of class option that you can pick from, Aly will work with you to find the best fit for you and your child.
I can’t swim myself, but I’d like my child to learn to swim.
If you have applied for lessons for your child and they rely on swimming aids such as armbands and noodles. They would not need an assessment; they would be enrolled into a Stage 1 or 2.
If you would like to learn to swim yourself so you can support your child outside of their lessons, Active offer Adult Beginner lessons. Please fill in an application form for yourself and Aly will be in touch for a chat before your first lesson.
I’m not sure what Stage I should enrol my child into?
Aly will make contact with everyone who has applied and discuss your child’s ability with you. If she is still unsure she will arrange for you to come along for a swim and assess your child at the same time, free of charge.