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Reopening of Leisure World - Frequently Asked Questions

From Saturday 25 July the following facilities at Leisure World Colchester will reopen with revised timetables. Online bookings will be available from Wednesday 22 July.

You must book online for all activities before your visit:

  • Activa Gym – Mini-Inductions are required for new members
  • Group Exercise Studios
  • Fitness Pool – For Adult & Junior (selected times) lane swimming only.  Juniors must be able to swim 25m lengths
  • Leisure Pool
  • Badminton Courts
  • Table Tennis
  • Beauty Therapy – online bookings are now available.
  • The Tennis Centre at Eudo Road re-opened 19 May 2020

All other facilities including those at Highwoods and Tiptree sites remain closed and will re-open as government guidance is updated and as we can adjust to any measures in place at the time.

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

We wish you all well and look forward to welcoming you back!

We encourage the wearing of face coverings in our communal areas, such as reception and corridors. Face coverings may restrict breathing efficiency and generally should not be used during exercise. Public Health England do not recommended face coverings for children under the age of 3 years.  Other Public Health England exemptions apply.

What additional measures are you putting in place to prevent the spread of coronavirus (COVID-19)?

We are following government guidelines and advice from national governing bodies with regards to the reopening and operation of our facilities.  Changes will be made to how we operate as guidance is updated.  The measures we have taken include, but are not limited to, the following:

  • All customers must book their visit to Leisure World online prior to coming to the facility.
  • Staff have been trained in new ways of working including queue management.
  • We have marked the site with social distancing floor stickers and signage.
  • Hand sanitiser stations are placed around the site and you are encouraged to use this upon entry to facilities and as applicable during your visit.
  • The gym equipment has been moved and/or adjusted to enable social distancing whilst working out.
  • Changing rooms (except for the Fitness Pool & Leisure Pool changing) will remain closed, however, some toilet facilities will be open with additional cleaning in place.
  • Limits on numbers attending sessions are in place.
  • We have allowed time between all booked sessions for additional cleaning regimes.
  • Screens are in place at Reception points to protect you and our staff.
I would like to come to Leisure World, how can I make a booking?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.

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’s free of charge and you can set one up here.

Find out more about our Leisure Cards.

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

I am an existing Leisure Card holder, but I have not received an email giving me my ID?

We are emailing all existing Leisure Card holders with details of their ID. 

Whilst we have tried to reach all our Leisure Card holders, we of course can only send an email to you if you have previously supplied us with a valid email address.  Therefore, If you have not received an email from us by mid-morning on Weds 22 July please email us at contact.leisureworld@colchester.gov.uk with the following verification details so that we can send you your ID:

  • First Name
  • Surname
  • Date of Birth
  • Postcode
  • House name or number

Alternatively, if you would prefer to discuss this with someone at Leisure World, please either email us with your name and phone number or leave us a message on 01206 282000 and we will get back to you as soon as we can.

What do I need to do when I arrive at Leisure World for my booked activity?
  • You may be required to join a queue outside of Leisure World at busy times. If this is the case, please practice social distancing and wait at the final floor marking before the entrance before being called forward into the lobby by a member of staff.
  • Please keep strictly to the time booked and do not arrive earlier than 5 minutes before the start time of your booked session.  If you arrive early you will not be admitted until your allocated time. You may be asked to wait away from our building or queueing systems.
  • The Fitness Pool changing rooms will close for new access 15mins after the start time of each session, therefore you must arrive before this otherwise you may not be admitted.
  • The Leisure Pool changing rooms will close for new access 30mins after the start time of each session, therefore you must arrive before this otherwise you may not be admitted.
  • You will need to bring your Leisure Card, fob or wristband to go through the gates just past our 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.
  • You may be instructed to leave via another exit and not back through our front entrance in order to maintain one-way traffic through our facilities.
  • Please follow instructions given by our staff and when informed that your session time has finished, you must vacate the facility promptly.

It is vital that you follow social distancing guidelines when using our facilities. Please also see the terms and conditions on our website when using our facilities.

Why do I have to be a Leisure Card holder and book in advance?

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

Additionally, by asking all customers to become Leisure Card holders we are gathering customer information that we can then provide to the NHS to assist with their test and trace system if required to do so.

For information about how Colchester Borough Council will collect, use and protect personal data specifically with regard to the coronavirus (COVID-19) pandemic, please see their COVID-19 privacy notice.

By operating on a pre-booking only basis we can also achieve the following which helps us to practice social distancing:

  • We remove the chance of long unexpected queues.
  • We can ensure that numbers per session are not exceeded.
How do I make an account to book online?

Bookings can be made online for all available activities or via our Leisure World App for selected activities.  We have emailed all existing Leisure Card holders with an ID to use online. 

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

You can request a PIN by entering your member ID number here and clicking ‘Request PIN’. We will then generate a PIN and send it to your registered email address. Once you have made a booking, a booking confirmation email will be sent to you.

 If you do not already have a Leisure Card account, it’s free of charge and you can set one up here. You will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

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

Which activities can I book online?

You can book all the activities that we currently offer online. These are:

  • Activa Gym Workout
  • Activa Gym Mini-Induction
  • Group Exercise Classes / Aerobics Classes
  • Fitness Pool – Adult Lane Swimming
  • Leisure Pool – general swim sessions and Parent & Toddler sessions
  • Badminton – singles games only
  • Table Tennis – singles games only
  • Tennis Courts – at Eudo Road Tennis Centre
Which activities can I book via the Leisure World app?

You can book selected activities via our Leisure World app these are:

  • Activa Gym Workout
  • Activa Gym Mini-Induction
  • Group Exercise Classes / Aerobics Classes
  • Badminton – singles games only
  • Table Tennis – singles games only
  • Tennis Courts – at Eudo Road Tennis Centre

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

How do I book for the Leisure Pool?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.

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

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

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

Find out more about our Leisure Cards.

Once signed up you will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

Select the option of Leisure Pool and then the date and time slot you wish to book.  You will need to book a place for all persons in your family/group, i.e. 1 adult, 2 juniors, 1 under 3 years.  Once you have selected all the places you required you can follow the check-out process.  Please note: we are unable to accept spectators at this time.

Once you have made an online booking, a booking confirmation email will be sent to you. 

Please do not arrive for your swim more than 5 mins before your booking start time.

(Please note: If you are a Lifestyles member your Leisure Pool swim place will be free of charge and this will show as ‘zero’ at check-out, however, if others in your family/group are also Lifestyles members i.e. your children hold memberships these will be charged and we will issue a refund when you visit.)

We apologise, but unfortunately our current system does not recognise others in your party who hold Lifestyles memberships. Therefore, please book online and pay for the others in your party.  When you arrive, you will be able to go to the Welcome Zone reception desk where we will look up your booking and the other Lifestyles members in your group and issue a card refund, therefore, please bring the card used when you made the original booking with you. We are sorry for any inconvenience this causes and assure you that we are working on ways to improve this.

I am a Lifestyles member and a charge is showing online when booking the Leisure Pool or Fitness Pool?

If you are a Lifestyles member your Leisure Pool or Fitness Pool swim place will be free of charge and this will show as ‘zero’ at check-out.

Please contact us on 01206 282000 or contact.leisureworld@colchester.gov.uk if you are experiencing any issues with booking

I am booking for more than one Lifestyles member and a charge is showing when booking the Leisure Pool?

If you are a Lifestyles member your Leisure Pool swim place will be free of charge and this will show as ‘zero’ at check-out, however, if others in your family/group are also Lifestyles members i.e. your children hold memberships these will be charged and we will issue a refund when you visit

We apologise, but unfortunately our current system does not recognise others in your party who hold Lifestyles memberships.  Therefore, please book online and check-out and pay for the others in your party.  When you arrive, you will be able to go to the Welcome Zone reception desk where we will look up your booking and the other Lifestyles members in your group and issue a card refund, therefore, please bring the card used when you made the original booking with you.

We are sorry for any inconvenience this causes and assure you that we are working on ways to improve this.

Will the Flumes, Rapids and Lazy River be open in the Leisure Pool?

Our Flumes will be open however our outside River Rapids ride will not be operational.

The Lazy River area inside will be open to swim in but the water flow/wave machine will be not be operational.

How do I book for the Fitness Pool?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.

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

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

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

Find out more about our Leisure Cards.

Once signed up you will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

When booking online, select the option of Fitness Pool – Adult Lane Swim and then the date and time slot you wish to book.  You can also book a place for any additional adults attending with you. 

(Please note: if you are a Lifestyles member your Fitness Pool swim place will be free of charge and this will show as ‘zero’ at check-out, however, if other adults in your family/group are also Lifestyles members they will need to make a separate booking under their own ID in order that their place is also free of charge.)

To receive Leisure Card Concession prices each card holder will need to make a separate booking under their own ID.

Once you have made an online booking, a booking confirmation email will be sent to you.

Please do not arrive for your swim more than 5 mins before your booking start time.

I am booking for more than one Lifestyles member and a charge is showing when booking the Fitness Pool?

If you are a Lifestyles member your Fitness Pool swim place will be free of charge and this will show as ‘zero’ at check-out, however, if other adults in your family/group are also Lifestyles members they will need to make a separate booking under their own ID in order that their place is also free of charge.

If you are experiencing any issues with booking please contact us on 01206 282200 or contact.leisureworld@colchester.gov.uk.

How do I book a work-out or mini-induction in Activa Gym?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.

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

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’s free of charge and you can set one up here.

Find out more about our Leisure Cards.

Once signed up you will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

When booking online, select the option of Gym Workout or Gym Induction and then the date and time slot you wish to book. 

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

Please do not arrive for your session more than 5 mins before your booking start time.

How do I book a Group Fitness class/Aerobics session?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.

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

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’s free of charge and you can set one up here.

Find out more about our Leisure Cards.

Once signed up you will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

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. 

(Please note: if you are a Lifestyles member your workout will be free of charge and this will show as ‘zero’ at check-out, however, if other adults in your family/group are also Lifestyles members they will need to make a separate booking under their own ID in order that their place is also free of charge.)

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

Please do not arrive for your session more than 5 mins before your booking start time.

How do I book a Badminton Court or Table Tennis?

To ensure that our customers and staff can practice social distancing all activities must be booked in advance of your visit.  

Badminton and Table Tennis bookings are per court for a maximum of 2 people playing singles.

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

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’s free of charge and you can set one up here.

Find out more about our Leisure Cards.

Once signed up you will be sent your ID and PIN in separate emails.  The ID email will include a link to activate your account and get your PIN.

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. 

Please do not arrive for your session more than 5 mins before your booking start time.

Can I attend as a spectator?

Due to current restrictions we are sorry but at this time we are unable to accept spectators within the facilities.

If you need to pick up/drop off children, please do so as normal from the car park and if necessary, please wait for them in your car whilst they use facilities.

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

I require the assistance of a carer what do I need to do?

If you require a carer you will need book yourself onto the relevant session at least 48 hours in advance and at the same time email us at contact.leisureworld@colchester.gov.uk to confirm that you need to the assistance of a free of charge carer.  We will then reserve a place for your carer onto our system free of charge.

Unfortunately, at this time if you wish to book with less than 48 hours’ notice you will have to also book a paid slot for your carer at the same time as you book your slot.

This is to ensure that we do not exceed the maximum numbers allowed for each session.

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.

Will changing rooms and lockers be available?

Our Fitness Pool and Leisure Pool changing rooms and lockers will be available for use by swimmers only.

Please remember to bring either a £1.00 coin or your locker token for your locker.

Dry-side changing rooms will not be available, therefore, please come ready to work-out or play your sport and to shower afterwards at home.

Some toilet and disabled facilities will be available for use across the site.

  • The Fitness Pool changing rooms will close for new access 15mins after the start time of each session, therefore you must arrive before this otherwise you may not be admitted.
  • The Leisure Pool changing rooms will close for new access 30mins after the start time of each session, therefore you must arrive before this otherwise you may not be admitted.
I am a Lifestyles member paying by Direct Debit, what do I need to do?

You do not need to do anything.  Your membership payments were frozen when we closed through to July. 

  • Your next Direct Debit payment will be taken in August 2020. (Excluding Tiptree and Highwoods members as these sites are not yet open).
  • You will be written to in accordance with the Direct Debit guarantee to confirm when payments re-commence, however, if you have not received this confirmation by 29 July 2020 you can contact: Harlands Services Ltd, Tel: 01444 449 166 Email: service@harlandsgroup.co.uk.  More information is available here.
  • You have the option to continue to freeze your Lifestyles membership for up to a further 3 months if you wish. You can activate a freeze of 1, 2 or 3 months.
I am a Lifestyles member and have paid in full for my membership, what do I need to do?

You do not need to do anything.  We paused your membership for the duration of the closure and your membership expiry date will be extended to reflect the period of the closure.

Some memberships were due to expire during the closure period and the pro-rata amount of days has been added to give the correct new expiry date.  When your current membership is due to expire, we will contact you to arrange a renewal.

If you wish to continue the pause on your membership for a further period of up to 3 months please email us at contact.leisureworld@colchester.gov.uk confirming your name and ID and whether you would like us to freeze until 1st September, 1st October or 1st November.

I have a LEAP membership what will happen to my expiry date?

Our LEAP programme will not yet be operating, therefore, your membership will continue on pause and your expiry date will be updated to reflect any missed time when the programme restarts.

My Lifestyles membership includes Aqua Springs, will my payments be adjusted?
  • If you pay by Direct Debit for an Aqua Springs inclusive membership, your monthly fee will be temporarily reduced by £8.00 per month for each month that Aqua Springs remains closed. This figure represents the difference in price between a Fitness membership and a Health & Fitness membership.  
  • The reduction for August will be made in your 1st September payment and so on.
  • If you paid in full for an Aqua Springs inclusive membership, we will add 800 loyalty points to your account (equivalent to £8.00) for each month that Aqua Springs remains closed at the end of each month. This figure represents the difference in price between a Fitness membership and a Health & Fitness membership.  When you come to renew your Lifestyles membership you will be able to use the loyalty points towards the renewal price.  If you decide to continue the pause on your membership the points will not be added.
  • CBC and CBH staff memberships are excluded from the reduction in price or additional loyalty points in relation to Aqua Springs.

You have the option to continue to freeze your Lifestyles DD membership for up to a further 3 months if you wish.  You can activate a freeze of 1, 2 or 3 months.

I want to continue the freeze on my Lifestyles DD membership what do I need to do?

You have the option to continue to freeze your Lifestyles Direct Debit membership for up to a further 3 months if you wish.  You can activate a freeze of 1, 2 or 3 months.

To submit your freeze request, please click the link below below by 3pm on 26th July 2020 at the latest and provide your Reference number and your date of birth.

Freeze Portal – https://harlands-cloud.co.uk/freeze/

Will the self-service Kiosks be available for me to use?

No, our self-service Kiosks will be closed to prevent contamination.  You will need to book in advance via our Leisure World App or online to use our facilities.

How many spaces will be available for each session?

The following spaces will be available for each session:

  • Gym – 50
  • Leisure Pool – 68 general swimming sessions (numbers dependant on carers)
  • Fitness Pool – 27 – first 3 sessions of each day 30
  • Main Studio Classes – 15
  • Studio 3 – 11
  • Badminton – 2 (singles games only)
  • Table Tennis – 2 (singles games only)
Will the Coffee Shop be open?

Our Coffee Shop will remain closed at this stage.  We will however still have cold drinks and snack vending available.  Both these vendors accept card payments and we ask that you avoid the use of cash.

Will you be accepting cash?

To reduce contamination, we ask that you do not bring cash, and should you wish to purchase items whilst on site such as from our Zoggs shop or supplements from Activa you do so using contactless card payments.

When will Swimming Lessons start again?

We are not yet able to restart our Swimming Lesson programme.  As soon as we are able to, we will publish this information on our website and through social media channels.

If you are an existing Swimming Lesson customer and we hold a valid email address for you, we will send you an email to confirm the start dates.

I pay for Swimming Lessons by Direct Debit, what do I need to do?

Our Swimming Lessons remain closed until further notice; therefore, you do not need to do anything.  We will continue to freeze all Direct Debit payments until further notice. 

Please do not cancel your Direct Debit as this will incur a set-up fee if you wish to re-join.  Any adjustments to reflect unused lessons in March will be reflected in the Direct Debit payment when we re-open if applicable.  You will be written to in accordance with the Direct Debit guarantee to confirm when payments re-commence.

I have paid in advance for Swimming Lessons, what do I need to do?

Our Swimming Lessons remain closed until further notice; therefore, you do not need to do anything.  We will transfer the remaining credits on your Spring term over to lessons when we re-open. 

I have a Birthday Party booked, what do I need to do?

If your booking is due to take place and continued Social Distancing measures prevent it from going ahead, we will contact you before the date of your booking to discuss if you would like to re-arrange a date in the future or receive a full refund. 

I have a Private Hire booked, what do I need to do?

If your booking is due to take place and continued Social Distancing measures prevent it from going ahead, we will contact you before the date of your booking to discuss if you would like to re-arrange a date in the future or receive a full refund.

I represent a Club/Group/Organisation with a Block Booking, what do I need to do?

We have emailed all block hirers requesting additional information about your sessions. Once this information is returned to the Block Bookings team, they will contact you to confirm arrangements and a date when your hire can re-start.

I am a member of a club/group that hires Leisure World can I attend?

You need to contact your club/group directly to confirm if they have been given the go-ahead to return to their hire session.  Please do not come to Leisure World without confirming if your club/group is returning.

I have paid for a Dry Course, what do I need to do?

Our courses for children remain closed until further notice, therefore, you do not need to do anything.  We will transfer the remaining credits on your current term over to courses when we re-open. 

Will Kids Camp operate this summer?

We are sorry, but due to the current restrictions we are not able to run our Kids Camp.  As soon as we are able to, we will publish this information on our website and through social media channels.

I have booked Kids Camp and paid with Childcare Vouchers, what do I need to do?

Our Kids Camp remain closed until further notice.  Unfortunately, we are unable to issue refunds for bookings made by Childcare Vouchers.  We will hold the credit on your account for use at a later date.  You may be able to request a refund via your Childcare Voucher Provider who you would need to contact directly for them to request this on your behalf.

I have a Spa Day booked, what do I need to do?

Aqua Springs remains closed until further notice. Therefore, we will contact you to discuss if you would like to rearrange a date in the future or receive a full refund.

What is a mini-induction?

We are not currently offering 1hr group gym inductions, however, we will be offering 30 minute 1:1 mini-inductions free of charge to all new members.  

I have vouchers for Leisure World which have an expiry date, what do I do?

If your vouchers expired during the closure period, please keep hold of the vouchers and when we fully re-open we will still accept them.  At present due to restrictions we are taking online advance bookings only, therefore, we are unable to accept the vouchers at this time.  If your vouchers have a short expiry time left when we are able to accept them, we can extend this to reflect the period of closure.

What happens to my Loyalty Points?

You will not lose or gain any loyalty points during the closure period.  Any refunds made where loyalty points were initially added to the transaction will have loyalty points deducted to reflect the refund.

I have an enquiry about: membership / swimming lessons / parties or a general enquiry what do I do?

In the first instance please email contact.leisureworld@colchester.gov.uk with your enquiry.  We will endeavour to deal with your enquiry remotely, however, should this not be possible we will arrange an appointment time with you for you to come to site and meet with a member of our team.  Please do not come to site without a confirmed appointment.

Will I be able to use the Car Park at Leisure World Colchester?

The car park will remain open 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

I have a query you have not answered in these FAQs and I can’t see the information on your website, how can I contact you?

Please contact us by email at contact.leisureworld@colchester.gov.uk and we will be happy to help.

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