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
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
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?
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?
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?
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?
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
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?
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.
Can you use various Gym equipment in one
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.
Are group fitness classes available?
Yes, classes are running with 2m distancing in
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.
When will spinning be made available?
We are now able to offer high intensity classes, including
Spinning, using our new Chrono power spinning ® bikes.
Are the changing rooms/showers/lockers
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
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
Is badminton available?
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?
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
Are the Water Fountains available?
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
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
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.
Q: Can we visit Fort
Regent for Sport and Fitness Activity whilst the Vaccine Centre is
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
Yes, at Fort Regent you can play at the weekends only, subject to
Are the Water Fountains available?
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.
Are the changing rooms and showers open?
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.
Is the café Open?
Yes, the café will be open at for core hours, times are currently
subject to change.
Q: Are the swimming pools, including the
small pool and spa area open?
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.
How do you access the pool?
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?
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?
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
When we are able to open, lanes will be double with a
one-way system running clockwise with extra slow, slow, medium and
Is the Viewing Balcony open?
No, the balcony is closed.
Q: Is the Café
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 email@example.com
Q: What are the current
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
Q: Are Memberships still
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
Can I continue to freeze my Membership?
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 firstname.lastname@example.org who will confirm your options.
What happens about my prepaid Annual Membership, will
you add the time you were closed?
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.
My Annual Advance Membership is due for renewal, can
I renew on the same terms?
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
Are you accepting new Memberships?
Yes, monthly paid subscriptions are available at this time. Please
contact the Active Team for more information at Active@gov.je or on
Why aren't you accepting new or renewing my existing
Annual Advance Memberships?
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?
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
MoveAnywhere - Virtual Classes
Q: Will you be continuing
with the Virtual Class Program when you've reopened the
Yes, although the number of live classes will be
reduced when the facility-based classes have resumed.
The times don't suit me, will you offer On Demand
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?
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
Q: How much does it cost
for a live "virtual" class?
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.