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Centre Updates & FAQ's

Active website FAQ's -  

Following further relaxation of Covid measures announced by the Government earlier this week, the Active facilities have increased the capacities in our group fitness classes to reflect the new guidance. Hopefully, this should make it a little easier for our Members to get into their favourite session.

In addition, Les Quennevais and Fort Regent are changing the way they run Gym sessions, to provide our members with greater lexibility and control on when and for how long they work out. Essentially, a Session will now run for several hours, but with staggered start times so we can still manage the numbers and in turn physical distancing in the facilities. For example, session 1 at Fort Regent will run from 6:15am to 11:15am, with staggered start times of 6:15, 7:30, 8:45 and 10am. A customer booking into start time 8:45, must not arrive any earlier than that time but can now stay until 11:15am if they really wanted to feel the burn! 

Les Quennevais will also be operating their Pool sessions on a similar basis. The main pool will change to 4 single lanes plus half the pool for Aqua classes in the mornings, or for casual swimming including families. Changing rooms remain closed for now, with the exception of those for disabled users, and customers are still requested to come 'beach ready' and change on poolside or alternatively don a robe or onesie and leave to change elsewhere.

We will be closing the Gym and Pool facilities for two short periods a day to carry out enhanced cleaning programs and will ask you to maintain a minimum of 1m distanced from staff and each other, in line with the new guidance. It is important we stay vigilant in keeping our Members and staff safe from Covid and we appreciate your continued cooperation by wearing masks in our public spaces.  We also need you to continue booking in advance, using the App wherever possible, for contact tracing purposes and to guarantee your slot, but we definitely feel one step closer to normality!

 

General - All Centres

 

Q:   What are you doing to keep the centres safe?

A:    We have an enhanced cleaning schedule in place and have left time between sessions for cleaning of equipment, Sports and Public areas, in line with Government guidance. There will be cleaning materials throughout the Gyms and all users are required to use it before and after each session exercise to wipe down any equipment used, including exercise mats.

 

Q:   How are you ensuring Social Distancing Guidelines can be met?

A:   There is clear signage throughout all the centres including floor stickers to ensure people keep to the distancing requirements set out by public health.  The equipment in the Gym has been adequately spaced to allow for social distancing.

 

Q:   Do the activity sessions have to be booked in advance?

A:  Yes, pre-booking for all activity sessions is essential, so we can manage the flow of people in the centre and track and trace. Bookings should be made using the App where possible or over the phone. The only exception to this is the "on-spec" bookings for Racquet Sports which are only available 15minutes before a session starts. To guarantee your booking, bookings should be made and paid for using the Active App or by telephoning the Centre.

 

Q:   Why can I only see Activities to book two days in advance?

A:  Activities are available from 7am, two days in advance to allow a fair opportunity to all customers to book their preferred activities. Only having activities available 2 days in advance also makes us more agile, if we need to respond quickly to the changing Covid situation, or if any staff are required to self-isolate due to Covid concerns.

 

Q:  Is the Gym open?

A:   Yes, all Gyms are open for pre-booked sessions only. Bookings can be made via the classes or gym sessions tab where relevant on the App, or by calling the relevant Centre.  Some equipment may not be available to allow adequate spacing.

 

Q:   Will there be a time limit for Gym sessions?

A:   Yes, to ensure a fair allocation for each customer all sessions will be time limited. Each slot will include time for safe arrival/exit and movement through the centre.  Timings for sessions will be confirmed when booking.

 

Q:    Can you use various Gym equipment in one session?

A:   Yes, you should be able to complete a full workout. Please ensure you consider other users in the Gym and limit use of any one piece of equipment to no more than 20 minutes.

 

Q:     Are group fitness classes available?

A:    Yes, classes are running with 2m distancing in place.  Some classes may be moved to larger areas (Hall) to ensure the guidelines can be followed. Bookings should be made using the App where possible or over the phone.

 

Q:     When will spinning be made available?

A:   We are now able to offer high intensity classes, including Spinning, using our new Chrono power spinning ® bikes.

 

Q:    Are the changing rooms/showers/lockers open?

A:   Changing rooms and showers will remain closed at Les Quennevais Sports Centre and Springfield for now, this will be reviewed as the Government Guidance relaxes measures further. Some lockers and changing facilities, but no showers at this time, will be available at Fort Regent. All customers are encouraged to come ready for their activities, leave their belongings in their cars where possible, and shower at home.

 

Q:   Is Squash/Racquetball available?

A:    Yes, although we ask customers to please ensure they maintain 2m distancing between play, fleeting contact during play is permitted but must be kept to a minimum in line with the Sports guidance. Bookings should be made using the App where possible or over the phone. The only exception to this is the "on-spec" bookings for Racquet Sports which are only available 15minutes before a session starts. To guarantee your booking, bookings should be made and paid for using the Active App or by telephoning the Centre.

 

Q:     Is badminton available?

A:     Yes, at Fort Regent and Springfield you can play singles and doubles games at times published on the App. We ask customers to please ensure they maintain 2m distancing between play, fleeting contact during play is permitted but must be kept to a minimum in line with the Sports guidance. Bookings should be made using the App where possible or over the phone. The only exception to this is the "on-spec" bookings for Racquet Sports which are only available 15minutes before a session starts. To guarantee your booking, bookings should be made and paid for using the Active App or by telephoning the Centre.

 

Q:   I didn't have to pay for my Badminton Booking when I booked using the App last year, why do I need to pay now?

A:  Following the first lockdown we needed to implement technologies quickly, that would allow you to book activities as far as was reasonably practicable, to ensure we didn't have congestion at the desk for bookings. We took the decision to waive the charges that would normally be applied for badminton advance bookings for our members as we were unable to implement an online pay solution in good time. We now have an online pay solution, so have returned to the standard charging arrangements that were in place pre-Covid.

 

Q:    Are the Water Fountains available?

A:  Yes, for bottle refill only at Les Quennevais and Springfield only at this time (see Fort Regent FAQ's below). Please remember to bring your own water bottle, you are not permitted to drink direct from the fountain.

 

Q:   I am a Non-Member, can I use the Active App, or Active Online to book activities?

A:   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 book and pay for activities online.

 

Q: Why can't I cancel a booking I've paid for online?

A:  Currently our systems do not refund automatically for a cancellation you make online. Therefore, if you need to cancel a session you've paid for, please contact the Customer Services Team 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.

 

 

Fort Regent

 

Q:   Can we visit Fort Regent for Sport and Fitness Activity whilst the Vaccine Centre is there?

A:     Yes, we have implemented a one way system which we ask Service users to follow to minimise the risk of having too many people circulating the same areas at the same time.

 

Q:  Is table tennis available?

A:  Yes, at Fort Regent you can play at the weekends only, subject to availability

 

Q:     Are the Water Fountains available?

A:  Not yet, due to the age of the infrastructure at Fort Regent and as the Centre has been closed for an extended period, we are testing the water to confirm it is still ok to drink and until the results have been returned we cannot permit the use of these fountains. This is a precautionary measure only, as every effort has been made during the closure to manage the water. We anticipate reopening the water fountains, for bottle fill only, very soon. Please remember to bring your own water bottle.

 

Q:    Are the changing rooms and showers open?

A:   Changing and lockers will be available from the 15th March but the toilets and showers in the area are to remain closed until the water has been confirmed as ok to use. This is a precautionary measure only. Every effort has been made during the closure to manage the water, so we anticipate reopening the toilets and shower facilities in this area very soon.

 

Q:    Is the café Open?

A:   Yes, the café will be open at for core hours, times are currently subject to change.

 

Les Quennevais

 

Q: Are the swimming pools, including the small pool and spa area open?

A:     Unfortunately, due to unforeseen equipment plant failures, these facilities will remain closed whilst we await installation of new circulation pumps in our plant room, required to heat the pools. We anticipate the Pools will be unavailable for a few more weeks yet, we will notify customers as further information comes available.

 

Q:    How do you access the pool?

A:     When we reopen the Pools there will be a one-way system in place to get in and out of the pool area.

 

Q:  Are the changing rooms and showers open?

A:   At this time, no shower or changing facilities will be available. Please come ready for your activity, leave your belongings in your car where possible and shower and change at home.

 

 

Q: Is the sauna and steam open?

A:    No, we are not permitted to open the sauna and steam yet. As soon as we are able to do so we will.

 

Q:   What size are the lanes?

A:    When we are able to open, lanes will be double with a one-way system running clockwise with extra slow, slow, medium and fast lanes.

  

Q:     Is the Viewing Balcony open?

A:    No, the balcony is closed.

 

Q:   Is the Café open?

A:  Sadly our café will not be re-opening for the time being. Expressions of interest are being sought for tenant to take on a new 9 year lease. If you have catering experience and are excited by this opportunity please email jonathan@queree.je

  

Memberships

 

Q:   What are the current membership fees?

A:  Membership Fees for March and April are set at 77% of Pre-Covid rates. These rates will be applied pro-rata for March. The rates represent great value for money for the activities and facilities available at this stage of the reconnection and Active are committed to not increasing the charges again until we are able to offer less restricted activity in the facilities. We're expecting that will be in May, if everything continues to go to plan with the reconnection.

 

Q:  Are Memberships still frozen?

A:   No, we need to lift the freeze to allow members to book into sessions and classes. Members were notified in writing, should you have any questions regarding this please speak to the Active Team on 449888.

 

Q:     Can I continue to freeze my Membership?

A:     If you are not ready to return and would like to freeze your membership, please complete the online form  available on the How can we help page on the website, as soon as possible so our team are able to process your request in good time. We regret to advise that we are unable to extend your Membership indefinitely, therefore freeze time will be deducted from your allocation. If you no longer have Freeze time owing to you, please contact the Active Team at active@gov.je who will confirm your options.

 

Q:     What happens about my prepaid Annual Membership, will you add the time you were closed?

A:     All prepaid Annual Memberships will be extended to reflect the period of facility closures. The recent period of closure will be added to your membership end date. If your membership was due to expire whilst we were closed, the time owing up to your original end date will be added from the 15th March.

 

Q:     My Annual Advance Membership is due for renewal, can I renew on the same terms?

A:    We are somewhat optimistic that, due to the vaccine program, the Covid situation is improving. However, it is still unclear how Covid may affect the facilities in the next 6 to 12 months so we need to remain agile and able to react quickly and efficiently to the changing circumstances. Due to the way the Advance memberships are designed, we are unable to  provide the resource required to effectively administer these effectively at this time, therefore we will not be renewing Annual Advance memberships for now. You can still renew your subscription on a monthly Direct Debit basis and not pay any more over the year than you would have if you'd paid in advance. To understand how this affects you personally, please speak with an Active Sales advisor on 449888.

 

Q:    Are you accepting new Memberships?

A:  Yes, monthly paid subscriptions are available at this time. Please contact the Active Team for more information at Active@gov.je or on 449888.

 

Q:    Why aren't you accepting new or renewing my existing Annual Advance Memberships?

A:    In response to the Covid situation we have had to adapt our offering and pricing several times over the past year in response to the ever changing situation. Applying changes retrospectively to our Annual members, who also benefit from enhanced freeze options, has made this membership too resource heavy to administer cost effectively at this time. Therefore, only monthly Direct Debit memberships are available at this time so we can remain agile and able to respond quickly, if needed, in response to the changing situation.

 

Q:   Can I still Freeze if I pay my membership monthly?

A:  Monthly Direct Debit memberships do not have the same flexibility for freezing as an advance paid membership previously did, however, you can still freeze your membership by calendar month, if you need to, by notifying the Active Team who will suspend your monthly payment for the months not needed while you are not using the facility.

 

 

MoveAnywhere - Virtual Classes

 

Q:  Will you be continuing with the Virtual Class Program when you've reopened the facilities?

A:     Yes, although the number of live classes will be reduced when the facility-based classes have resumed.

 

Q:    The times don't suit me, will you offer On Demand content?

A:  Yes, it is in the plan to offer a range of our more popular classes "On Demand" for you to stream and workout at a time convenient to you. On Demand Content should be available late March.

 

Q:  I'm not a member, can I use the MoveAnywhere service?

A:   Yes, however, you will need to contact us to register for a non-member log in. You'll first need to set up the Active Jersey App. Once you've set up the App and set a password, you can book and pay for activities online, including the MoveAnywhere classes.

 

Q:  How much does it cost for a live "virtual" class?

A:   If you are a current Member the content in MoveAnywhere is free of charge. Please note that if your membership is frozen, you will need to pay to use the service as if you were not a member. Service users that are not Members pay £5 per live streamed class.

Written by Shannon Kelly at 00:00

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