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Due to the national lockdown, our leisure centres remain closed for the time being. Read more at activenottingham.com/coronavirus

FAQs

30 December closure announcement

What about my membership?

Don't worry – we'll be getting in touch with you directly about your membership. You won't be out of pocket, and you don't need to do anything. Head to activenottingham.com/value-promise to find out more.

December reopening

What about my membership?

Don't worry – we'll be getting in touch with you directly about your membership. You won't be out of pocket, and you don't need to do anything. Head to activenottingham.com/value-promise to find out more.

November closure period

What will happen to my membership while centres are closed?

All memberships have been frozen: NO Direct Debits have been collected and NO money has been taken. For those on an annual pre-paid membership this will be extended for the duration of the closedown period. Visit activenottingham.com/coronavirus/value-promise for the commitment we made to you at the start. You do not need to contact us.

I paid for a Pay and Play activity or session – what will happen?

Our team is working hard to arrange credits or refunds for those affected by the closure and will be in touch. You do not need to contact us.

I joined in the month leading up to this closure period – what will happen?

We'll be crediting your membership for paid time you have lost due to the closure by reducing the amount of your first Direct Debit collection. You do not need to contact us.

When can I start using my membership again?

We'll be following government guidelines closely. We will message everyone who holds an Annual or Direct Debit membership with us to provide more details – and notify them when their membership will be unfrozen and available to use again.

When will you start taking my Direct Debit again?

We were fortunate that we were able to stop the collection taking place in November, meaning no members were left out of pocket. It’s important we have your up-to-date contact details, so we can easily and quickly advise you of our intention to start collecting your Direct Debit payments once again. Head to activenottingham.com/update-my-details to manage your account. Depending on government advice and guidance on when our programmes and activities can restart, we'll give you advance notice of Direct Debit collections resuming.

Will I get anything for free if I restart my membership?

Yes! All Health and Fitness Annual or monthly Direct Debit members get access to live-streamed sessions and more as part of our Digital membership. Head to activenottingham.com/digital to find out more.

Can I freeze my membership for longer?

Yes. Any continued freeze after this free period will be charged at our usual £6.99 per month.

Can I cancel my membership?

We understand that returning to our centres may not be possible or feel right for everybody just yet. We’ve updated our Terms & Conditions to make it clear on how you can manage your membership, all part of our Value Promise: head to activenottingham.com/coronavirus/value-promise to find out more. We'll be writing to all members to advise when you're able to access activities as part of your package. If you're still sure cancellation is the best option for you, head to activenottingham.com/cancel to complete a cancellation form. Please note our normal Terms & Conditions still apply, so relevant advance notice and proof will be required for cancellation of some of our memberships.

About our new Digital membership

Why a new membership?

Our new Digital membership enables you to stay connected to our centres while we're closed. For just £4.99 per month, you can access an extensive, live-streamed programme of classes delivered by your favourite group fitness instructors as well as a library of pre-recorded classes and more. Head to activenottingham.com/digital to find out more.

About our Customer Service Team

When I call, am I through to the Centre?

No, you are through to the Customer Service Team. We take all calls and enquiries for all Active Nottingham leisure centres, and are able to help you in any way. Our lines will be closed over this lockdown period; however, feel free to email us at sportandleisure@nottinghamcity.gov.uk.

About the Active Nottingham community

What is an Active Nottingham account and how do I get one?

Creating a FREE Active Nottingham account will allow you to book online and get a discount on activities. Head to activenottingham.com/account to find out more.

What is the difference between full, concession and Active Nottingham prices?

Full price is the price you pay for any activities if you don't have an Active Nottingham account.
The Active Nottingham price is for those who have a registered Active Nottingham account with us.
Concession rate is for City residents who are over the age of 60 or in receipt of benefits. This price also applies to any child who lives within the City boundary.

What benefits allow me to claim the concession price?

To be granted up to 50% off you will need to be a Nottingham City Council resident in receipt of Jobseekers Allowance/Universal Credit, Income Support, Employment and Support Allowance, along with DLA/PIP. A benefit award letter dated within the previous three months and proof of residency must be emailed to sportandleisure@nottinghamcity.gov.uk in order for this to be applied. Proof of ongoing eligibility to access this rate will be required annually.

I lost my Active Nottingham card/fob/wristband, can I get a replacement?

That's not a problem. Call our Customer Service team on 0115 876 1600 to order a new card/fob/wristband and pay £3 over the phone, before visiting a centre. On arrival, ask at Reception and the team there will be on hand to help.