FAQs - Trafford Leisure

FAQs

Here you’ll find answers to the questions we get asked the most about our centres, facilities and memberships.

Please read the Fitness Members FAQs carefully about our phased reopening approach and how we are bringing our Leisure Centres and activities back in a fun and safe way.

Together we are adapting and learning how our centres and activities will operate. Government guidelines are constantly updating and so our reopening strategy remains flexible in an ever-changing environment. Please do keep a lookout for our updates via email and on social media.

Please be patient with us and if your centre or activity hasn’t reopened yet, you don’t need to do anything now; we will get back in touch again, as soon as we have more detailed information for you.

BACK TO REOPENING – THE PHASED APPROACH

Yes! It’s been a long four months since we announced the closure of our centres, and we couldn’t be happier to start welcoming you back through a managed and phased reopening of our sites from the 27th July 2020.

Our first phase was the successful reopening of Altrincham Golf Course and the Driving Range.

Our second phase will be the reopening of move Urmston, Stretford Leisure Centre, Altrincham Leisure Centre and Sale Leisure Centre on the 27th July, with pre-booked activities including the gym, swimming and group exercises being available to all our members, including those who froze their membership during lockdown.

The Grammar, Partington Sports Village, Stretford Talbot and OT Sports Barn will continue to remain temporarily closed; however we are working hard to be in a position to reopen safely and in accordance with government guidelines from September.

During the pandemic, George H Carnell leisure centre has been repurposed for the benefit of the community by the NHS Manchester Foundation Trust only. For the foreseeable future the trust will continue to operate some of its key services for the residents of Trafford from this location. 

Swimming Clubs can also return from the 27th July. Please liaise directly with your local swimming club for further information. Further details, including our plans for gymnastics, swimming lessons, sports and clubs are to follow in due course.

Our second phase will be the reopening of move Urmston, Stretford Leisure Centre, Altrincham Leisure Centre and Sale Leisure Centre on the 27th July for members.

Following Government guidelines we will be offering restricted hours initially to ensure everyone’s health and safety. Our revised opening hours are: Monday to Friday 6.30am – 9.30pm. Saturday and Sunday 8am – 6pm.

Please contribute to keeping our centres clean by sanitising your hands upon entry to the centre and support hygiene further by using our hygiene stations and disposable wipes to clean each piece of equipment before and after your workout. Please do not leave any personal belongings around the workout areas such as clothing, towels or drink bottles. Avoid turning up without a pre-booked activity. Arrive on time, if you arrive early please wait outside and away from the entrance or in your car until your booked time slot. Follow the one-way system signs at all times.

Whilst we are thrilled to be reintroducing some of the facilities and activities you have been missing, rest assured that our priority remains the wellbeing of both our customers and our staff. We are exercising the utmost caution in reopening and all visits to the centres must be booked in advance. Some activities will be unavailable or limited in the initial weeks and months whilst we continue to work within the current Government guidelines.

Pre-booked activities, including the gym, swimming and group exercises will be available to members from Friday the 27thJuly. All activities must be pre-booked via our app or website.

During the pandemic, George H Carnell leisure centre has been repurposed for the benefit of the community by the NHS Manchester Foundation Trust only. For the foreseeable future the trust will continue to operate some of its key services for the residents of Trafford from this location.

A spokesperson for Trafford Council and Trafford Leisure said: “Talks over the future of the George H Carnall Leisure Centre in Urmston are taking place between Trafford Council, Trafford Leisure and the George Carnall Group.

“Before the lockdown in March, Trafford Leisure had agreed to continue running the centre for six months to allow a smooth transition with the George Carnall Group,  ultimately with a view towards a community asset transfer.

“Trafford Leisure and Trafford Council is re-opening its leisure centres across the borough on a phased approach from the 27th July.

“While the talks are taking place, George H Carnall members are encouraged to use the new move Urmston or continue to have their membership frozen while a new plan is put together.”

Activities will be available to the wider community, through its pay and play scheme on the 6th August, with the exception to move Urmston Fitness Gym and Group Exercise Classes. Existing and new move Urmston members will need to complete orientations in the first few weeks of opening and as soon as these are completed we will be phasing back our pay and play customers. Customers are encouraged to download the Trafford Leisure app as all pay and play activities will need to book on line.

Yes, Swimming Clubs can also start to return from the 27th July. Please liaise direct with your local swimming club for further details.

If you, or anyone in your household, feels unwell or have COVID-19 symptoms, please stay at home, follow the government guidance and don’t visit the centre.

Please inform a member of staff. We ask all members and staff to adhere to guidelines and will be operating a zero-tolerance policy. We are taking the health and safety of our customers and staff seriously and we hope you do to.

We will continue to follow guidance from the Government, Sport England, Public Health England, UK Active and Swim England to make sure we keep you safe.  We will ease restrictions when we have been advised that it is safe to do so.

BACK TO YOUR FITNESS MEMBERSHIP

Initially we are enabling only our members to return.  This includes those who froze their membership during lockdown.  If you continued to pay during lockdown you will be able to start using your membership again from 27th July 2020. You will also benefit from a 50% reduction off your August fee, as a thank you from us for your continued support.  If you have frozen your membership, you’ll also be able to start using your membership from Monday 27th July 2020. You will benefit from a 25% reduction off your August fee as a thank you from us for keeping your membership.

We are reopening in phases to keep everyone safe and we will be contacting all of our members who have cancelled between April – June 2020 to enable them to re-join again before we reopen selling memberships to the public.

If you have continued to pay your membership between April – June or if your membership has been frozen, your membership will automatically be reactivated from the 27th July 2020.

Your membership DD payment will not be taken until your chosen payment date in August 2020. However if your payment is normally taken on the 1st of the month, this this will be moved to 8th August for August 2020 only and will resume to the 1st of each month thereafter.

You don’t need to do anything!

Taking payment on the 8th August instead of 1st August provides all of our customers enough time to advise us if they would prefer to remain frozen for one more month. The deadline for customers advising Trafford Leisure if they wish to remain frozen is the 31st July 2020. When we closed our doors on the 20th March, we still owed you 11 days of membership dues for that month.  If you continued paying your membership April – June we are giving you 50% reduction off your August 2020 membership fee as a big thank you for your continued support. For those of you who stayed with us by freezing your membership between April-June and not cancelling you will benefit from a 25% reduction off your August fee as a thank you from us for keeping your membership.    If you are a customer that pays for their membership annually, we will automatically be extending your membership by four months, for the four months (April, May, June, July) that we were closed.

If you are a customer that pays for their membership annually, we will automatically be extending your membership by four months, for the four months (April, May, June, July) that we were closed.

Yes, we will automatically be extending your BOGO membership by four months, for the four months (April, May, June and July) that we were closed.

If your centre is reopening and you are not ready to return we will continue to freeze your membership for free for a further month until 31st August 2020. Please let us know before the 31st July if you wish to remain frozen here. If you are shielding or pregnant you can contact us and we will consider with you on an individual basis. If you have a fixed membership with us it cannot be cancelled however you can continue to freeze for up to 3 months.

If you are over the age of 70 your membership will be kept frozen; however if you are wanting to return please do contact us directly if you would like your membership to start straight away. We would love to welcome you back!

If you have a flexible contract you can cancel, however we have relaxed our terms and conditions due to our COVID-19 closure and you can freeze for free in August. If you would like to cancel your flexible membership please apply to cancel here and a member of our team will contact you.

Please see your membership terms and conditions here.

If you have a fixed membership with us it cannot be cancelled however we have relaxed the terms and conditions due to our COVID-19 closure and you can continue to freeze for up to 3 months if you are not quite ready to return, shielding or pregnant.

Please see your membership terms and conditions here.

No, Trafford Leisure will be honouring this promise and members that continued to pay or froze during lockdown will have their membership price frozen until 31st January 2021. (Dedicated members of the customer hub team will communicate directly with all members impacted during December and January).

If you have a question about your annual, fixed or flexible membership we are here to help, please contact us by email or telephone 0161 749 2570 and a member of our Customer Hub team will be in touch.

We regret that we are unable to welcome you as a new member and the offering of being able to purchase a membership will not reopen initially until space becomes available, however we hope to welcome you as a new member as soon as we can. In the meantime please register your interest here and we will be in touch with you as soon as we can to enable you to become a valued member of Trafford Leisure.

From Monday the 27th July the opening hours of the hub are Monday to Friday 9am – 8pm and Saturday – Sunday 9am – 4pm. Please contact us by email where possible rather than a telephone call in the first instance because we are operating a small Customer Hub team.

There are a number of important changes to how the centres will operate and we are asking members to kindly abide by the rules for both their own safety and the safety of others.

  • We’ve completed a thorough deep cleaning of move Urmston, Stretford Sports Village, Altrincham Leisure Centre and Sale Leisure Centre whilst we’ve been closed.
  • Developed online pre-booking systems via our app and website.
  • Our teams have undertaken extensive ‘COVID-19 prevention training’ whilst we’ve been closed for staff and customers.
  • Limited the number of customers in certain areas of the centres.
  • We’ve marked out areas to comply with the social distancing rule.
  • We’ve added signage throughout our centres to help keep you safe.
  • New cleaning schedules and procedures, including continuous cleaning of high-touch areas.
  • You’ll find hand sanitisers at the entrance and throughout the centres. Keep your hands clean!
  • All check-ins for your pre booking upon arrival will be distanced and contactless.
  • You’ll find hygiene stations in the workout areas and wipes for you to wipe down equipment before and after use to keep your hands clean.
  • Workout equipment has been rearranged to keep your workout distanced, we ask you to keep a 2m distance between staff and customers at all time.

GETTING READY FOR YOUR PRE-BOOKED VISIT

All activities must be pre-booked online in advance to ensure social distancing and maintain a maximum number of members in the centre at one time. For your safety there is no admittance without a pre-booking. You can book in advance via our app or website.

An orientation at move Urmston allows members to get started and be provided with a brief overview of the gym and fitness areas within a 50 min time period, which also allows time for each member to still complete a small workout.

On Monday the 27th July and Tuesday 28th July we will be running orientation sessions all day, on the hour, to get as many members as possible up and started.

From Wednesday 29th July the move Urmston team will be offering orientations and general gym sessions to make sure we balance getting people started alongside those that have then completed an orientation and are keen to start using the fantastic new gym space.

During these orientations members will be advised on how to download the mywellness app, if they have not already done so already, and be shown how this can be accessed via the tile on the twmove app. A short overview of mywellness and its capabilities will be explained whilst on the orientation.

The new member will also be presented with their RFID wristband and advised of the layout of the facility. During these socially distanced times we will not be providing formal tours of the site, this is to ensure members have the space to walk whilst socially distancing around the centre during the allotted time frame for activity.

The orientation does not go into full details about individual programming, a full induction will be offered to all members with a full programme from the 1st October.

Existing Trafford Leisure members can start booking an orientation from Monday 10th August 2020. The cost of the orientation is just £2.00, and members will be issued with an access fob on arrival. If the existing Trafford Leisure member would prefer a move wristband, this can be purchased at the cost of £7.50.

An induction is not being offered until October 1st.

Our induction at move Urmston is a much more detailed one hour process. All members will have had their orientation and on the most part know how the equipment is operated. A member will be able to book the induction session from late September through the app.

A level three qualified instructor/PT will take the induction. The induction is an opportunity to go into much more detail on mywellness and present the member with a detailed programme which includes the option of a full health check on the Tanita scales. The induction will lead into the members 12 week journey.

 

If you are a Trafford Leisure member you can pre-book lane swimming, indoor fitness gym and group fitness classes including our new small instructor led sessions. You can pre-book Les Mills RPM SPRINT virtual spin classes at Sale Leisure Centre and move Urmston.

If you are a move Urmston member you can pre-book lane swimming, indoor fitness gym, group fitness classes, including our new small instructor led sessions from 3rd August 2020. You can also pre-book Les Mills virtual fitness classes and premium fitness classes, such as Les Mills virtual – THE TRIP, Les Mills Body Combat and Les Mills Body Pump.

Please wait outside and away from the entrance or in your car until your booked time. Upon arrival you’ll see a marked out waiting line for your booking. Please follow the social distancing rule.

Car Parking is for our customers only and free. Upon arrival at the centre you will need to input your registration number into the system to allow you to access the free parking.

Each activity has time slots to allow for cleaning in between and to ensure we do not go over maximum capacity. We will control the maximum number of people that can workout at any one time. Maximum capacity has been worked out following Government guidelines.

Download our app because it’s the quickest and easiest way to pre-book. You can also book via our website. Simply click here and you’ll find a guide and video explaining how to download our app.

There will be someone to meet and greet you to show you the way. You will be checked-in by the member of staff who meets and greets you. Please follow social distancing rules. The check-in for your pre booking upon arrival will be distanced and contactless.

PPE has been provided to our teams where they wish to use it or where their role requires it. Please do not be alarmed by this as this is for both for your safety of others. We will continue to follow government guidelines regarding PPE.

You are welcome to wear a mask when visiting us and only if you wish to do so. We will continue to follow any updated government advice on the wearing of a face mask. We encourage you to ensure you sanitise your hands regularly, using the sanitising units throughout the centres.

Based on government guidelines there will be no drinking fountains until further notice. Please bring your own water as the water fountains will not be in operation. Our vending machines will remain open at Altrincham Leisure Centre, Sale Leisure Centre and Stretford Leisure Centre.

Please do not bring a sweat towel with you. Single use – disposable cleaning wipes, cleaning spray and disposable roll will be provided.

Where possible arrive ‘dressed’ for your workout or ‘beach ready’ for your water activity and please shower at home to reduce the traffic and potential contact in the changing rooms. Initially, showers and changing will only be available for our swimming customers.

BACK TO THE GYM

Please book your desired time slot in advance and online to use the gym. You will not be able to access the gym without a pre-booked session. Please pre-book via our app or website.

There are no restrictions in place, however we are asking you to be fair and think of others because of capacity and less spaces. We will monitor closely and we hope that we don’t have to bring any restrictions in.

If you book more than one activity please leave the building and again wait outside or in their car until their next time slot to ensure the centre capacity is managed and we have the time to do our cleaning.

There are no restrictions in place, however we are asking you to be fair and think of others because of capacity and less spaces. We will monitor closely and we hope that we don’t have to bring any restrictions in.

If you book more than one activity please leave the building and again wait outside or in their car until their next time slot to ensure the centre capacity is managed and we have the time to do our cleaning.

The time slots are 50 minutes of activity, which provides us with 10 minutes for changeover and we will clean the gym equipment in this time.

Please arrive ‘gym ready’ in your gym attire.

  • Wipe down equipment before and after use using the materials provided.
  • Floor stickers and signage will guide you to the gym areas.
  • Please follow the one-way system in place.
  • You’ll find hygiene stations in the workout areas. Please wipe down your equipment before, and after use.
  • Workout equipment has been rearranged to keep you safe and your workout distanced.
  • Allow adequate social distancing between you and fellow gym-goers at all times.
  • Our team will be sanitising all equipment throughout the day.
  • Sanitiser stations are available throughout the centre for customers to use.

Some of the equipment has been taken out of service to enable social distancing measures. If you are not sure what gym equipment you can use, please ask a member of staff.

We will update you again on PT once our members and pay and play customers have been welcomed back.

BACK TO GROUP FITNESS CLASSES

We have adapted the class timetables, our spaces and class occupancy to ensure you get a great group workout experience and a fantastic variety of classes. You’ll see that some of the classes are 30 minutes and 45 minutes. We have timetabled classes in our Sports Halls to allow adequate social distancing between you and fellow class-goers at all times at Altrincham Leisure Centre, Sale Leisure Centre, Stretford Sports Village and move Urmston.  Sale Leisure Centre and move Urmston will be providing pre-bookable Les Mills virtual SPRINT classes and move Urmston will provide premium classes for move Urmston members, such as Les Mills virtual – THE TRIP.

Different areas of the centres will be used for classes and workouts to give everybody the distance they require. Our centres might be a little tired, but what we do have is the space and capacity to be able to provide you with your highly valued, instructor-led training, in our large sports halls with high ceilings Floor stickers and signage will guide you to the class. 

For your effective workout bursts we have classes/activities from 30 -50 minutes. Swim 50 minutes, Group Exercise 45 minutes, Fitness Gym 50 minutes, Small Class 30 minutes, Spin 30 minutes, THE TRIP 45minutes. Please see the class timetable here and pre-book.

Where possible please bring your own class equipment e.g. mats. Please bring your own water bottle to the class. Please do not bring a sweat towel because it can spread the Coronavirus from surface to surface.

Changing rooms will only be available if you have booked a lane swimming slot with us. Please arrive ‘class ready’ in your workout attire.

Yes, due to popular demand we will continue to deliver live streaming classes on Facebook, only this time instead of from the homes of our instructors which occurred during lockdown, they will be live from move Urmston.

 

BACK TO SWIMMING

We’ve had to adapt various elements of our pools due to COVID-19 and to protect the safety of our customers and staff. Initially, we will only be running lane swimming and we hope to run some intensive swimming lesson courses and family bubble swimming sessions in August, with swimming lessons back in September.

 

Yes, all activities must be booked online in advance – either through the website or app before visiting the centre. You will not be able to turn up and swim with a booking.

Sessions will be 50 minutes long to allow cleaning of changing facilities. All swimming sessions must be booked online in advance – either through the website or app.

When entering the pool, please select the correct lane for your ability – slow, medium or fast – and choose an appropriate stroke, so for example, please do not swim butterfly if the lane is busy. When using the pool, please don’t overtake other swimmers to allow for a safe distance at all times. Please be prepared to move lanes if the lifeguard asks you to. In this first stage it is a requirement that customers can swim a minimum of 50 metres.

Capacity in the swimming pool has been reduced for everyone’s safety. Please remember that your fellow swimmers are of different standards and abilities and you will be using the pool at the same time, so please respect everyone’s right to enjoy their swim.

  • Changing rooms will only be available if you have booked a lane swimming slot with us.
  • Changing rooms and pool equipment will be cleaned in between booked time slots.
  • Please arrive at the centre ‘beach ready’ with your swimsuits under your clothes.
  • Please use the cubicles and designated changing areas provided.
  • Lockers will remain in use however some may be put out of action to control social distancing and to help clean.
  • Showers will remain in use, where possible please shower at home to help traffic in the changing room.
  • Social distancing signage: Floor markers will be applied to show where to stand and where relevant, directional signs indicating one-way systems.
  • Please adhere to the one-way system in place.
  • Spray and cloths will be provided in the changing rooms for you to use on high-touch points.
  • Please adhere to the social distancing rule.
  • Where possible please use the same changing cubicle before and after your swim.

No spectating will be allowed until further notice. Carers will need to take part in the activity.

Please bring your own swimming aids as there’ll be no be no swimming equipment available. If you wish to use a noodle, armbands or float, then you must bring your own.

We will keep this page regularly updated throughout our phased reopening approach to bringing your Leisure Centres and activities back. Thank you for your continued support.

Get the official Trafford Leisure app!
The fastest and best way to access our services.

More people, more active, more often