Sports and Leisure Centres: Frequently Asked Questions

General

Q1: When did Everyone Active take over the management of West Berkshire's leisure centres?

A: Saturday 1 July 2023.
 

Q2: Which centres are included?

A:

• Northcroft Leisure Centre and Lido, Newbury
• Hungerford Leisure Centre
• Willink Leisure Centre, Burghfield Common
• Cotswold Sports Centre, Reading
• Kennet Leisure Centre, Thatcham
• Lambourn Centre, Hungerford
• Downland Sports Centre, Compton

Q3: How are reception staff being trained to understand the new systems being implemented by Everyone Active?

A: To ensure a smooth transition, we conducted training sessions for our colleagues prior to the contract commencing. Our support team are continuing to work alongside the existing team to provide assistance in using the new system.
 

Q4: What should I do if I have a complaint?

A: We kindly request that any complaints are directed to us through the appropriate channels rather than on social media. The quickest and most efficient way to give feedback is in person to either the Duty Manager or the General Manager immediately. This way most cases can be dealt with and resolved quickly. All of our colleagues will be able to support you in making contact with the right person at site.

Alternatively, you can complete a Feedback Form from the Everyone Active website and your feedback will be sent to the relevant individual for the site concerned.
 

Questions about memberships and pricing

Q1: Will I still get access to the same range of services from the membership I had before the new contract started?

A: Yes, all memberships that have been transferred across will retain the same levels of services. You can expect to enjoy the same range of services as before.
 

Q2: What happens to my old membership card?

A: Your old membership card will be replaced with a free Everyone Active card. You will also be able to access a new digital membership card via the Everyone Active App. Alternatively, if you need a card you can visit the Front of House team on your first visit. If you wish to use your West Berkshire Card at any West Berkshire library, please approach the library directly.
 

Q3: Will the prices change under Everyone Active?

A: We want to reassure you that there have been no changes to the prices for any of our services, sessions or memberships. However, we understand that some customers may be eligible for specific discounts. There is a slight possibility that discounts for some customers may not have been transferred to us from the previous operator. If you are browsing our sessions on our website or app, please be aware that the headline price displayed does not include any applicable discounts, such as the West Berkshire Card.
 

Q4: Will the West Berkshire card still remain?

A: Yes it will.
 

Q5: If I have the £25 per month swim membership, will that allow me to access the lido for lane swimming?

A: Yes, your swim membership at £25 per month will grant you access to the lido for lane swimming.
 

Q6: From what age are children allowed into the pools for free?

A: Currently, children of any age will be charged entry as indicated in our pricing table. Entry for children aged three years and under will be priced at £1.10.
 

Q7: What should I do if I think I am being charged an incorrect price for my leisure centre admission?

A: If you believe that you have been charged a higher price for a service or session that was previously offered at a lower rate, please bring this to our attention. You can reach out to us through our website - please visit the webpage of the relevant site - telephone, or in person at the reception.
 

Q8: Has Everyone Active increased the cost of hiring a badminton court?

A: No, the cost of hiring a badminton court has not been increased.
 

Questions about Northcroft Lido

Q1: How deep is the lido?

A: The depth of the lido ranges from 0.9.m to 1.6m.
 

Q2: Can adults use the slides?

A: Yes.
 

Q3: Is the pool heated?

A: Yes.
 

Q4: Is there a family ticket for the lido and if so, how much does this cost?

A: Family tickets are not currently available. Prices will be on a per-person basis.
 

Q5: How often will lane swimming be available in the lido?

A: We are currently finalising the lido programme. The complete schedule will be publicised prior to the opening but we can confirm that lane swimming sessions will be available at various times, seven days a week.
 

Q6: Is the small pool still at the lido?

A: There is no longer a small pool at the lido. We have introduced an amazing new splash pad for everyone to enjoy. However, there is still a smaller pool inside the leisure centre.
 

Q7: Will there still be grass areas available for picnics at the lido?

A: Yes, there will be grass areas available at the lido for picnics.
 

Q8: Is it true that there are going to be 45-minute slots at the lido?

A: No. Lane swimming will take place in one hour slots and family swimming in three hour slots. We will share the timetable as soon as it is finalised.
 

Q9: Can a sling be attached to the pool hoist or is it a chair hoist or a pool pod like the indoor pool has?

A: The pool hoist at the lido is a chair hoist and not compatible with sling attachments.
 

Q10: Are you going to limit numbers so it's safe and you are able to spot issues?

A: The maximum capacity is still 500, a number consistent with the facility pre-refurbishment. This capacity includes not only the pool but also the grass area, seating zones, slides, splash pad and sun loungers. Our approach factors in the distribution of visitors throughout the entire facility, not just focused on the pool area. Striking a balance between visitor enjoyment and safety is of key importance, to ensure that our lifeguards maintain a clear view of the pool throughout all sessions. Since opening, we have gradually increased the capacity from 250 on the opening day, to the maximum 500 over a period of days.

Throughout all fully booked sessions so far, we've noticed visitors spreading out across different areas, and we have no concerns about the visitor numbers nearing a high limit. Naturally, visitor numbers will always be influenced by variables such as weather and other factors, but we are actively assessing and reviewing the capacity number to ensure the best experience for all.
 

Q11: Will there be some sessions for older children like water polo, synchronised swimming? And early bird swims?

A: We do not have any scheduled water polo or synchronised swimming sessions at present, but we are open to reviewing our program in the upcoming months to potentially introduce these activities. Similarly, we are also aiming to include early bird swims into our schedule, however, we are still in the process of finalising opening times. We appreciate your patience and understanding as we work towards providing a diverse range of activities and accommodating different preferences.
 

Q12: How accessible is the lido?

A: Our goal is to maximise accessibility at the lido. We have installed a pool hoist to facilitate entry into the pool and the splash pad is designed to accommodate all visitors. However, the accessibility of the slides and flumes will vary depending on the mobility of each individual. Additionally, the path and pool are at the same level to aid accessibility.
 

Q13: Will there be any SEND sessions?

A: Currently, we do not offer dedicated SEND sessions. However, we are committed to meeting the specific needs of our visitors and if you require assistance or have specific requirements, please don't hesitate to reach out to us. We are open to discussing how we can support you better.

Additionally, we are in the process of engaging with local SEND groups in the community, as well as Level Water to discuss how we can enhance our services and better meet the needs of individuals with disabilities.
 

Q14: A family swim session was 90 minutes. Has this now changed, and why?

A: We have made a slight adjustment to our family swim sessions. They are now 60 minutes in duration. However, we have added additional time to create a second slot, extending the total time available from 90 minutes to 120 minutes. This change allows more people to access the session, as most individuals do not swim for the full 90 minutes. It also helps us accommodate capacity limits and doubles the number of bookable slots, ensuring greater public access to swimming.
 

Questions about swimming lessons

Q1: Will my swimming lesson payment transfer across?

A: All payments will transfer over to Everyone Active from the previous operator and your payments will remain the same.
 

Q2: Will my swimming lesson time still be the same?

A: All existing swimming lessons will remain the same. We will review the swimming lesson programme over time. If any programme changes are due to be made members will receive communication.
 

Q3: When will the data be available relating to my child's progress on swimming lessons that were being conducted at the time of the transfer?

A: We understand the importance of tracking your child's progress. Every child enrolled in swimming lessons will get access to Aqua Passport, a tool for helping both parents keep track of their child's progress through the learn-to-swim scheme, and for the child to understand how they're getting on. Due to the change of systems, our teachers are working diligently to update the Aqua Passport and our goal is to have all children's progress detailed within the first three weeks of July. Rest assured that your child's lessons will continue as usual, with our teachers following the stage criteria and focusing on individual ability levels.