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New Leisure Management System FAQs

To find out more about why we're undertaking this change, click here.

Customer FAQs

The transition to the new system is planned for 14 June 2023.

This page will be automatically updated with additional information over the coming weeks.

Page last updated: 2 June 2023
Who is the Leisure Management System Provider?

Following an extensive tender process, the new Leisure Management System (LMS) will be provided by Legend by Xplor.

When will we get the new system?

The transition is currently planned for 14 June 2023. Should things change, we will advise here.

How will the changes affect me?

The new changes will enhance your experience and make managing your membership with us even easier. The changes include:

- Faster sign-up process if you wish to join as a member

- Effective communications platform via email, push notifications and SMS

- View, join and pay for any Active Nottingham membership options via the App and website

- Easier to view, book and pay for classes or activities whenever it suits you and, on any device (subject to minimum device requirements)

- View, manage and update your personal details

- Log in using email and password (you will need to reset your password to use the new system and reminders will be sent out in due course advising when to do this)

- Integrated social sharing options which allow you to share details of your bookings with friends and family

Will my account be transferred to the new system?

The information that you have provided will be kept for 2 years from the date the account was last accessed, this includes customers with a membership collected by Direct Debit, Annual Memberships, Nottingham Swim School and customers with an Active Nottingham account/Pay as you go accounts; this is in accordance with our Privacy Policy.

If you no longer have an Active Nottingham membership or account, you will need to create a new one.

Will my Membership Number/ID change?

Membership numbers will not change for existing members who joined Active Nottingham prior to the 5th June 2023.

Members who join Active Nottingham between 5th and 13th June will be given a temporary membership number until we transition to the new system on 14th June, when a new membership number will be issued.

What will happen with my direct debit?

Your Direct Debit will transfer across to the new system and your Direct Debit will be taken on the normal date. E.g. the 5th of the month.

Will I need to register to use the new system?

Yes. With the new system, all users will need to register for Online Services to be able to book activities via the app or the website booking portal.

We will be contacting members to provide them with an email copy of their membership ID and ask them to keep this safe, as it'll be required when we transition to the new system.

If you haven't received your email, you can locate your membership number within the Active Nottingham app (click the three white lines in the top left corner and select "Accounts" from the menu. Your membership ID will be listed under your email address.

Full instructions on how to register for Online Services will be communicated closer to the 'Go-Live' date, 14 June 2023.

Will I be able to make bookings until the transition takes place?

Users will still be able to book 7 days in advance, however, due to the transition of the systems on the 14 June this will only be available via our Customer Service Team or directly with your local leisure centre (you may notice classes are not showing in advance on the app/online, if this is the case please speak to your local centre or the Customer Service Team to book/cancel). Please be advised there may be a delay to your call if contacting the Customer Service Team.

Should you need to book/cancel sessions for 13 June, please do so before Monday 12 June. From 14 June you will be able to book in advance as usual.

Can I change my personal information?

Please do not change your personal details between 5 and 13 June. If you do, you will need to change your details again from 14 June 2023.

Will the Active Nottingham app/online services be affected?

We are updating the app so it's easier to navigate for users and transitioning to the new Leisure Management System provider.

The app and online services will be unavailable from Tuesday 13 June to 12 noon on Wednesday 14 June so we can make the necessary changes.

Will my app/online log in details change with the new system?

You will continue to use your registered email, but you will need to re-register to use online services with the new system (from 14 June). Details on how to do this will be provided closer to the time.

Will Nottingham Swim School HomePortal be affected?

Yes, we are currently in the process of updating the HomePortal which will complement our new system.

Access to the HomePortal will be unavailable from 7 June for a period of 10-14 days whilst migration takes place.

Will I/my child still be enrolled in Swim School

If you/your child is currently enrolled in one of our Swim School classes, they will transfer to our new system.

Please bear with us.

As with all new systems we hope this migration runs smoothly but bear with us if we experience any technical issues.

Our priority is to ensure this doesn’t impact your experience with us. Our team will be regularly updating this website page site.