Frequently Asked Questions

All of our Frequently Asked Questions in one place

New Access Control Gates at Leisure World Colchester

There are two access control gates in our Welcome Zone which operate differently to each other and will be marked as either ‘Group Entry’ or ‘Single Entry’.
Both gates offer ‘free exit’ whereby when you approach a gate it will open to allow exit. 
 

Gate 1 – for small ‘Group Entry’: 

  • Leisure Pool & Family Swims  
  • Parent & Toddler Swims 
  • Swimming Lessons* 
  • Racquet Sports  
  • Accompanied wheelchair access 

Gate 2 – for individual ‘Single Entry’: 

  • Activa Gym Workout 
  • Group Fitness Class  
  • Individual Swim 
  • Club attendance** 
  • Individual wheelchair access 

Larger groups 

For larger groups such as schools swimming, private pool hire, birthday party groups etc. the Welcome Zone team will give access. 

To operate the gates either: 

  • Scan a Leisure Card/Fob/Wristband/Phone Sticker – the gate will open if there is a valid booking against the Leisure Card account. 
  • Scan the barcode on the ticket issued from the Welcome Zone desk or the self-service kiosks. 
  • If the gate does not open a message will appear in the screen on the gate asking you to report to the desk. 

Lifestyles members –  

  • You no longer need to book in at our self-service kiosks to go to the gym or for a Fitness Pool swim.  Simply scan your Leisure Card at the gate and select ‘Gym’‘Swim’ or ‘Gym & Swim’ on the touchscreen at the gate.  Usual swim timetables apply. 
  • For Group Fitness Classes – It is important that you still book classes and individually scan your Leisure Card at the gate and select ‘Check-in’ to register attendance.  If you do not scan your Leisure Card your attendance will not be recorded, and you will incur a non-attendance charge. 

*Swimming lessons – 

  • Scan the Leisure Card of the swimmer.  
  • If you have more than one swimmer you can scan either card. 
  • Select ‘Check-in’ to open the gate 

**Club attendees –  

  • All clubs have been contacted to advise that individual club attendees must hold a Leisure Card and to advise the process they must follow. 
  • Please speak to your club officials to confirm the process you need to follow. 

We politely ask that you scan each time you go through the gates and do not tail-gate through behind others, as an alarm will sound, and you will be challenged. 

You canbook online for the following activities before your visit, allowing you to fast-track into your chosen activity, saving you time once you arrive at the venue:  

  • Activa Gym  
  • Gym Inductions – required for New Members 
  • Group Exercise Studios  
  • Badminton Courts 
  • Table Tennis  
  • Squash Courts  
  • Beauty Therapy online bookings 
  • Tennis Centre at Eudo Road  

 

Face Coverings 

  • Face coverings are no longer compulsory, however, the Government continues to suggest the use of face coverings in enclosed or crowded places, particularly where you come into contact with people you don’t normally meet.  
  • For your safety we recommend that you do not wear a face covering during exercise. You will be able to leave your covering with your possessions during your activity, or in your locker if available.  
  • Please take disposable face coverings home with you and dispose of them responsibly.   

 

I would like to come to Leisure World, how can I make a booking? 

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  

You can download our app from the Apple App Store or the Google Play Store. 

You must be registered as a Leisure Card holder to make a booking.  If you do not already have a Leisure Card account, it is free of charge and you can set one up here.  

Please do not attend if you have not pre-booked as you will not be admitted.  

  • Social distancing floor stickers and signage. 
  • Hand sanitiser stations throughout our sites, which you are encouraged to use before entry to facilities and during your visit. 
  • Screens at reception/till points. 
  • Enhanced cleaning regime. 
  • NHS QR code posters for you to record your visit on the Covid19 app.

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  

You can download our app from the Apple App Store or the Google Play Store. 

You must be registered as a Leisure Card holder to make a booking.  If you do not already have a Leisure Card account, it is free of charge and you can set one up here.  

The way you log in online has changed

You will no longer need to use an ID number and PIN to log in to your account. Instead, you will log in using an email address and password to book fitness classes, gym workouts and courts. We’re doing this to make it quicker and easier for you to remember your login details.

  • You will need to bring your Leisure Card, fob or wristband to go through the gates in our Welcome Zone reception area. If you do not have this you will be asked to join the queue to the Welcome Zone desk where you will be issued with a new card linked to your Leisure Card account. 

Please follow the terms and conditions on our website when using our facilities. 

Our online booking system is not able to offer guest check-out, therefore, to book online for activities or via our Leisure World App you do need to be a Leisure Card holder.  If you do not already have a Leisure Card account, it is free of charge and you can set one up here.  

For information about how Colchester Borough Council will collect, use, and protect personal data.

Bookings can be made online for activities or via our Leisure World App for selected activities.  

If you are an existing Leisure Card holder and do not already use the App or online bookings, you will need to use your email address and password to access the system. 

You will no longer need to use an ID number and PIN to log in to your account. Instead, you will log in using an email address and password to book fitness classes, gym workouts and courts. We’re doing this to make it quicker and easier for you to remember your login details.

  If you do not already have a Leisure Card account, it’s free of charge and you can set one up here.

You can download our app from the Apple App Store or the Google Play Store. 

You can book all the activities online. These are:  

  • Group Exercise Classes / Aerobics Classes  
  • Activa Gym 
  • Badminton  
  • Squash  
  • Table Tennis  
  • Tennis Courts – at Eudo Road 

You can download our app from the Apple App Store or the Google Play Store. 

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  

You can download our app from the Apple App Store or the Google Play Store. 

You must be registered as a Leisure Card holder to make a booking.  If you do not already have a Leisure Card account, it is free of charge and you can set one up here.  

You will no longer need to use an ID number and PIN to log in to your account. Instead, you will log in using an email address and password to book fitness classes, gym workouts and courts. We’re doing this to make it quicker and easier for you to remember your login details.

When booking online, select the option of Group Fitness and then select the class you wish to book.  You can also book a place for any additional adults attending with you.   

If you are attending with others, each person will need to make their own booking under their email address.  

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  

You can download our app from the Apple App Store or the Google Play Store. 

You must be registered as a Leisure Card holder to make a booking.  If you do not already have a Leisure Card account, it is free of charge and you can set one up here.  

You will no longer need to use an ID number and PIN to log in to your account. Instead, you will log in using an email address and password to book fitness classes, gym workouts and courts. We’re doing this to make it quicker and easier for you to remember your login details.

Log in to online bookings. 

Select the option of Badminton Singles or Table Tennis and then the date and time slot you wish to book.  

For bookings with others please email block.bookings@colchester.gov.uk  

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  

Yes, we have space for spectators and a Coffee Shop for you to use too! 

For those needing the assistance of a Carer, please see question ‘I require the assistance of a Carer what do I need to do?’  

Carers are admitted free of charge to assist you with your personal needs and to accompany you during your activities if required. 

Please note:  Free of charge carers for the Activa Gym are there to give assistance only and not to have a work-out themselves.  If they wish to work-out they will need to book a paid slot.  

Our changing rooms are open.

Yes, our self-service Kiosks will be open to use for Group Exercise/Aerobic Classes, Activa Gym and Fitness Pool bookings. 

Yes, the Coffee Shop at Leisure World is open.

To reduce contamination, we continue to ask that where possible you try not to bring cash, and should you wish to purchase items whilst on site where possible we will use contactless card payments.  

Our Swimming Lesson programme is fully up and running.   

To register click here

All chidren’s activities and facilities areas are now fully open and available to book and hire. Please contact us via our online enquiry form to book colchesterleisureworld.co.uk/colchester/kids/birthday-parties. Alternatively, you can call us on 01206 282000. 

Anyone who wishes to join the Activa Gym will be required to complete a Gym Induction which is done on a 1:1 basis and for up to 30mins.   

The purpose of this is for the Personal Trainer to familiarise members with the gym facilities, booking procedures, gym equipment and general health and safety information.  

Personal Training is also available. 

The car park is open as normal and free to use for our customers.  Charges will apply for those not using our facilities.  Please see further details about our Car Park here. 

Before cancelling your membership, have you considered freezing your membership? You can save paying the joining fee when you unfreeze your membership.

If you’d prefer to cancel your membership, you can do this by emailing here. You must give us 30 days notice of your next direct debit payment.

The following shows what will be required as proof of eligibility for Freedom concession membership or a concession Leisure Card.

  1. Students (age 16+) in full-time education – On presentation of: valid and in date NUS card, University or College ID card, proof of Full Time study for the current academic year. ID / letter to be shown at time of initial sign up and will not be required again until the following academic year.
  2. Serving Military personnel & Military Veterans – Military or Veteran ID card must be shown.
  3. Means tested – You will need one piece of evidence for one of the criteria listed below:
Concession Eligibility / Benefit Being Claimed Proof Required (we reserve the right to ask to see proof on a regular basis which may be monthly for some forms of evidence)
Universal Credit (including qualifying for free prescriptions) Electronic proof of UC ‘monthly pay slip’ showing either:

a) you receive Universal Credit and either had no earnings or had net earnings of £435 or less in your last Universal Credit assessment period

or

b) you receive Universal Credit, which includes an element for a child, or you (or your partner) had limited capability for work (LCW) or limited capability for work and work-related activity (LCWRA), and you either had no earnings or net earnings of £935 or less in your last Universal Credit assessment period

Income Support  

Current award letter from Jobcentre Plus

Jobseeker’s Allowance  

Current award letter from Jobcentre Plus

Employment and Support Allowance  

Current award letter from Jobcentre Plus

Guaranteed Pension Credit  

Current award letter from Pension Service or Jobcentre Plus

 

Child Tax Credit

 

Current HC2 NHS Prescription certificate

 

Working Tax Credit with a disability element and have an income for tax credit purposes of £15,276 or less

 

Current HC2 NHS Prescription certificate

The above criteria is subject to change at any time and it may mean that you are no longer eligible for a concession Leisure Card or Freedom membership. Colchester Borough Council reserves the right to ask to see proof on a regular basis, which may be monthly for some forms of evidence, even if this has previously been provided.