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 our detailed FAQ’s below. If you can’t see the answer you need, please follow the link to complete our online enquiry form.

REOPENING FOLLOWING RECENT CLOSURE

 

What activities will be returning and when?

As we follow the Government’s 4-step plan, please be patient with us, as it may be a number of weeks until your centre or activity is able to return.

Please see below for a guide to each step.

 

What activities will be available from Monday 29th March 2021?

Step 1, from Monday 29th March, we see the return of Altrincham Golf Course and Driving Range. Your booking must be completed online before arrival. Please follow the link below to our golf website.

Golf website

 

If you are an affiliated sports club who use our outdoor pitches, you are now able to resume your block booking. Please liaise directly with the relevant member of staff at the appropriate centre, who will discuss this with you further. Alternatively, follow the link below to complete our online enquiry form.

Enquire now

 

What activities will be available from Monday 12th April 2021?

Step 2, from Monday 12th April, as long as the government guidelines permit, we will be reopening all of our leisure centres for limited activities.

We are delighted to announce that swimming and gymnastics lessons will also be returning. You should have received your welcome back email to tell you how to get you restarted. If you haven’t received your email please contact us via the Customer Hub email address.

For a full list of activities taking place at your centre, please use our app to view and book or follow the link to our booking page.

 

We recommend you download our app, which allows you to book at any our leisure centres with ease, view availability, get news updates and more.

Download our app.

 

If you are returning to swimming lessons, please follow the link below for a reminder of what day and time you are returning.

Home Portal.

 

If you would like to start swimming lessons with us, you can do this from 6th April 2021. Please follow the link below see our lesson stucture and enquire.

Swimming lessons

 

If you are returning to gymnastics, we are inviting all our customers who stayed on the program to book a new time and day. We hope to restart the program on week commencing Monday 19th April, so please follow the link below to request your preferred session and a member of our gymnastics team will contact you and discuss further.

Gymnastics for members.

 

What activities will return from Monday 17th May 2021?

Step 3, from Monday 17th May, as long as the government guidelines permit, our leisure centres will be able to welcome back exercise classes and indoor racquet sports. If you would like to attend a class or book a court, this must be completed online before arrival.

For a full list of activities taking place at your centre, please use our app to view and book or follow the link below to our booking page.

Bookings page.

 

We recommend you download our app, which allows you to book at any our leisure centres with ease, view availability, get news updates and more.

Download now.

 

Do I need to pre-book my exercise session?

All activities must be booked online in advance. This can be done either via our website or our app

Book now.

Download our app now.

 

How many days in advance, can I book online?

If you are a member you can book 7 days in advance and if you pay-and-play, you can book 5 days in advance.

 

Do you have any information on what safety measures and procedures you have put in place to help protect us all from Covid-19?

Please be assured that we follow all government recommendations and protocols to ensure we provide the highest level of health and safety for all our customers and our staff. Please follow the link below for our Covid-19 safety guidelines and to watch a short video.

COVID-19 safety guidlines.

 

As a customer, how can I help?

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 or exercise class.

Please do not leave any personal belongings in any of the areas such as clothing, towels or drink bottles.

Avoid turning up without a pre-booked activity. Please arrive on time, exercise ready. If you arrive early, please wait outside and away from the entrance or in your car until your booked time slot.

 

If I feel unwell, what should I do?

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.

 

What do I do if another customer breaches the guidelines?

Please inform a member of staff. We ask all customers 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.

 

When will you be lifting the restrictions?

We will continue to follow guidance from the Government, Public Health England, UK Active, Sport England and Swim England to ensure we keep our customers and our staff safe at all times.

 

Do I need to book an orientation prior to using the gym?

If you are looking to use the gym and you have not yet received an orientation, you must book an orientation session prior to use.

The orientation is available to book online via the website or through the app.

Book now.

Download our app now.

 

Can juniors aged 11-15 years use the gym?

The junior gym fitness sessions will be available for children aged 11-15 years from 12th April 2021. These will take place in designated areas of Trafford Leisure’s gyms at Sale Leisure Centre, Altrincham Leisure Centre, Stretford Sports Village and move Urmston. All sessions must be booked online in advance.

Book now.

 

SWIMMING

We’ve had to adapt various elements of our swimming operation due to Covid-19 and to protect the safety of our customers and our staff. Initially, we will only be offering lane swimming and junior swimming lessons, but we hope to offer family bubble swimming sessions, intensive swimming lesson courses and adult swimming lessons later in the year.

The time slots provide 50 minutes of activity, which allows us 10 minutes for a change over period where we will clean the poolside and changing rooms ready for the next time slot.

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. 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 be available if you have booked a lane swimming slot with us.
  • Changing rooms and pool equipment will be cleaned in between booking 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.
  • Showers will remain in use, but where possible please shower at home to help reduce the traffic in the changing rooms.
  • Social distancing signage and directional signs indicating one-way systems will be displayed.
  • Cloths will be provided in the changing rooms for you to use on high-touch points.
  • Please adhere to the social distancing rules.

No spectating is allowed for general swimming, however for lessons we ask that only one adult attend and a face mask must be worn at all times.

Swimming aids will be provided for all children during swimming lessons. For general swimming, please bring your own swimming aids as there’ll be no swimming equipment available. Therefore if you wish to use a noodle, armbands or a float, then you must bring your own.

Yes, Swimming Clubs can also start to return from Monday 12th April. Please liaise directly with your local swimming club for further details.

FITNESS MEMBERSHIP

You don’t need to do anything! Your membership will automatically restart on 12th April, with direct debits payments starting from 15th April onwards. The date your direct debit will be taken each month from your account, will stay the same. (Either the 1st, 8th, 15th, or 25th).

Please refer to the information emailed to you regarding your membership for more detail.

Please follow the link below to view all membership options and join online.

Memberships at Trafford Leisure.

If you are a customer that pays for their membership annually, we will be automatically extending your membership for the latest period of closure.

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. Please let us know as soon as possible by following the link below.

Apply to freeze.

If you are shielding or pregnant, you can contact us and we will discuss your options on an individual basis.

After your first 3 months with us, you can cancel your flexible membership. To do this, please follow the link below.

Apply to cancel.

If you have a fixed membership with us, it normally cannot be cancelled in the first 12 months. However, due to Covid-19 we have relaxed our terms and conditions for members who joined prior to 2021. Please follow the link below for more detail.

Membership Terms and Conditions.

Trafford Leisure will be honouring this promise we made, therefore these customers that continued to pay or froze during both lockdowns, will not see a change in their membership price until 1st August 2021 at the earliest.

If you have a question about your annual, fixed or flexible membership then we are here to help. Please follow the link below to contact us at the Customer Hub.

Contact us.

Our Customer Hub hours are Monday to Friday, 10am – 4pm (excluding Bank Holidays). Please contact us via email in the first instance where possible and our team will contact you as soon as possible.

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

Upon arrival, a team member will be on hand to meet and greet you to show you the way. You will be checked-in by a member of staff via a tablet or kiosk. Please follow social distancing rules.

Yes, all customers entering the building are required to wear a face mask throughout the centre unless medically exempt or whilst exercising.

Based on government guidelines there will be no drinking fountains available until further notice, therefore please bring your own water. Our vending machines will remain in operation at Altrincham Leisure Centre, Sale Leisure Centre and Stretford Sports Village.

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

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

There are no restrictions in place, however we are asking you to be fair and think of others because of reduced capacity and less available bookable slots. We will monitor this 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 your car until the next time slot to ensure the centre capacity is managed and we have the time to do our cleaning.

The time slots provide 50 minutes of activity, which allows us 10 minutes for a change over period where we will clean the gym equipment ready for the next time slot.

  • Arrive ‘exercise ready’ in your exercise clothing.
  • Floor stickers and signage will guide you to the gym areas.
  • You’ll find hygiene stations in the workout areas. Please wipe down your equipment before, and after use.
  • Exercise equipment has been rearranged to keep you safe and at the correct social distance during your workout.
  • 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.

ACTIVE TRAFFORD

An Active Trafford pass holder is an individual specialist membership that ensures that where financial support is required for someone to be active, they can access facilities and activities at the leisure centres. The pass holder will be able to access swimming, the gym and classes online and benefit from a discounted rate.

Visit Active Trafford page.

Active Trafford pay-and-play customers can access activities Monday to Friday, 8am-4pm & Saturday to Sunday, 9am-12pm.

We have made the process of renewal simple for our customers.

The £20 fee will ensure that no renewal is needed until April 2023, recognising these uncertain times. Please present proof of your status on your first visit to show that you are eligible for the type of scheme you have purchased online.

Active Trafford student pass, low income and unemployed will cost £5 per three months. In order to renew every three months, you will need to present proof of student status or low income / unemployment on your first visit after each renewal.

We will be back in touch once the scheme relaunches.

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