When will my membership restart?
You will be updated via email, social media and website giving you clear information as to when your centre will reopen and the phasing of facilities. Once your centre reopens, we will communicate with you when your direct debit will commence.
What will happen to the date of my annual membership renewal?
We will extend the renewal date of your membership and any associate memberships by the number of full calendar months the centre has been closed for.
Why am I only getting 3 visits per week and one activity per visit?
Whilst we have reduced capacity, we need to ensure every member gets a fair use opportunity and that everyone is safe when in the centre. We will constantly monitor this and update you as soon as this can change.
I have a question about my membership - who do I contact?
Please contact your centre team, the best way to reach them is by email via the website. To cancel of freeze your membership please go to the centre website, contact us page.
I want to stay on freeze, what are my options?
We have been listening to our member feedback and understand that some of our members may not be ready to come back straight away. Any members wishing to continue with a membership freeze just need to let us know and we will arrange for your direct debit to be £10 freeze fee until the 1st October, after which your normal direct debit will resume.
Are you still going to offer your online and app-based exercise content?
Yes, Fusion @ Home will still be available for our members and we are currently looking at other options.
I don't have the Fusion Lifestyle app how do I go about getting it?
All visits to the centre must be booked online in advance. Downloading the app is easy, just go to your device's App Store or Play Store, search for Fusion Lifestyle and click download. You will find a simple step by step guide to follow, which will help you with the initial registration and then how to navigate the app. For help using the app, please visit our app FAQ page.
My employer is paying my membership through GymFlex, what should I do?
We will extend your membership with us, through GymFlex, for the full calendar months the centre have been closed, but if you have any questions about payments, or membership queries, then you would need to talk to your employer or GymFlex directly as they manage your membership.
I have contacted the centre and am still waiting for a reply?
We continue to have a limited number of team members who have returned to work and are responding to members who have contacted us in order, as quickly as possible. We appreciate this is taking slightly longer than usual but ask you to please bear with us, we will reply as soon as we can.
If I am a concessionary priced member what facilities am I able to use?
Our concession members are able to access all of our indoor activities within the current parameters of each individual concession type. The outdoor lido is not included in these membership types and an additional payment of £8 per swim is due, the most cost effective membership if you wish to access the lido regularly is the gym and swim only membership.
How long is the swimming session?
When you book, you will select a 10 minute entry window. Once you have entered the pool, you then have a 50 minute swim. Please exit the pool at the end of your allocated time as there will be other swimmers waiting to start their swim.
What do I do when I arrive?
When you arrive, please wait away from the building until the start of your allocated entry window. This will help us to avoid queues and allow us to check-in swimmers as quickly as possible. At the start of your 10 minute entry window, please enter the queue and the team will direct you from there. Once at the reception desk, please use the hand sanitiser provided before accessing the facility.
I am a member; how do I access the sessions?
All swimmers, whether members or non-members, will need to use the turnstiles and their Fusion card to access the pool. If you don't have a card or have lost your card the team will be able to provide you with one when you come for your swim session
Can I use the changing rooms, lockers and toilets?
Changing rooms and lockers are currently out of use and we ask that swimmers arrive pre-changed, using the designated areas for towels and bags. There will be an accessible toilet which will be cleaned regularly.
Can children attend the sessions?
Unfortunately, the sessions are currently for adults only (aged 16+). Under 16's will not be allowed access to the pool, regardless of swimming ability. We do want to extend our programme and encourage families and children back to the pool soon, however, please bear with us while we manage this phased reopening. Any updates will be posted on social media.
How do I swim safely once I'm in the pool?
The pool has been split into wide lanes and the number of swimmers at any one time has been reduced, giving you plenty of space while swimming. Please select your lane based on your ability, these will be marked by signs at the end of each lane. Please follow the directional signage while swimming around the lane and if you need to take a break, move to the corner of the lane to allow others to pass.
Please avoid overtaking while swimming. Consider changing lanes during the session if this is not an appropriate lane for your swimming speed.
Can I sunbathe at the end of my swim?
Sunbathing and spectating are not currently permitted. At the end of your swim, please ensure you maintain a safe distance from others while changing and once changed, follow the directional signage to exit the building, using the hand sanitisers provided before leaving.
We ask you to remember this is new to our staff but we endeavour to make things as easy and safe for you as possible as we know this is a new environment for all of us so we will learn as we go along.
How long is the Gym session?
When you book, you will select an available time slot to attend your gym session. You have from the start time of that session up to 9 minutes post start time to enter the centre. If later than 9 minutes post the start time, you will not be allowed to enter.
Once you have entered the centre, you then have 60 minutes to use the gym. So, for example if your gym session starts at 10:00 you can enter the gym from between 10:00 and 10:09 and your session will end at 11:00.
Please exit the gym at the end of your allocated time as there will be others waiting to enter at their allocated slot. This is to ensure we are always at or below our gym floor capacity at any one time to ensure we are adhering to government guidelines.
What should I bring with me?
The water fountains are out of use so bring a large bottle of water with you
Blue roll will be provided and please place blue roll in the bins provided once used. Do not leave around the gym floor.
What do I do when I arrive for my gym session?
When you arrive, please wait away from the building until the start of your session. This will help us to avoid queues and allow us to check-in gym users as quickly as possible. At the start of you of your 9-minute entry window as outlined in question 1, please enter the queue and the team will direct you from there.
Once at the reception desk, please use the hand sanitiser provided before accessing the facility.
Please keep use of any machine to a maximum 10 minutes, and please always keep to social distancing guidelines.
I am a member; how do I access the sessions?
All Gym users, whether members or non-members, will need to use the turnstiles and their Fusion card to access the gym. If you don't have a card or have lost your card the team will be able to provide you with one when you come for your Gym Session. Your Gym session should be booked in advance on the Fusion booking app. If you haven't booked a designated timeslot you will not be permitted entry. If you are more than 9 minutes after the start of your gym booking you will not be permitted entry
Can I use the changing rooms, lockers and toilets?
Changing rooms and lockers are currently out of use and we ask that gym/ studio users arrive pre-changed, using the designated areas for towels and bags. There will be an accessible toilet which will be cleaned regularly.
What is the cleaning process in the gym?
We ask that all members adhere to social distancing guidelines and our capacities and gym layouts are designed to ensure these can be followed. We also ask that you wipe kit down before and after use. There will also be a hand sanitising station so please ensure you use this before and after your gym session.
We will have a member of staff on duty on the gym floor cleaning and sanitising kit during our opening hours also. And we will also have kit cleaned in between session start and end times.
Can I train with a friend/buddy?
There are no "buddy" sessions to take place - we cannot prove that you live in the same house, so we ask you train alone
Why is there a reduced class timetable?
We have designed the timetable to be safe for our staff and customers. With limited capacities we have designed tables that we believe will suit everyone.
Why are the classes only 30 or 45 mins long?
We have designed our timetable to ensure we have enough time between each class to carry out our thorough cleaning procedures. It also means we can run more classes throughout the day, giving everyone a chance to enjoy a class.
How are we keeping our members safe?
We'll be carefully managing the capacity of our classes and are asking members to pre-book their space for every class via our mobile app.
We're setting up our studios to ensure that all equipment is spaced at least 2 metres apart, with social distancing markings in place to help members keep apart.
Where we can, we're will also be using larger parts of our centres, such as sports halls, tennis courts and outdoor areas to give customers more space during classes.
We will be cleaning all equipment and accessories after each session to ensure everyone is safe. You can also bring your own cleaning wipes if you wish.
Why are you letting new members join when the club is restricted to existing members?
We are aware that our centres have varying capacity available - however we will be continuously monitoring this, and we will review our decision if necessary.
Has anyone been maintaining the facilities whilst they have been temporarily shut?
Yes, whilst we have been closed, we have been routinely visiting each of the centre to perform statutory and regulatory inspections and testing, along with general maintenance activities, to ensure the standards are maintained ready to reopen.
Will you notify me if I you think I may have come into contact with a person who has tested positive for Covid-19 whilst at the centre?
We will fully comply with all government advice regarding this, supporting the government's track and trace system. Its important that we have all your correct details such as mobile and email and all users of the centre must have their photograph taken, so bear this in mind when you visit.
What happens if my centre is in an area that has a local lockdown?
We will follow both the government and local authority advice if this happens and keep all our members fully informed. Certainly, at this stage we may restrict memberships with multi centre access privilege rights to stay within borough.
How are you going to ensure you monitor how many people are in the centre at any one time?
Our booking and front of house systems complimented by team members ensure that we stay within government and industry guidance.
Are changing rooms open?
No, for now these will remain closed to you should come prepared to work out or swim and beach change for swimming and shower and change once you've returned home.
When will courts, pitches, soft play and swim school restart?
We are currently liaising with local authorities on this and will update you when we have more information to share.
How old is an adult on a membership?
16 years and older
How do i book online?