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Havant: 02392 476026
Waterlooville: 02392 245900
Havant: 02392 476026
Waterlooville: 02392 245900
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Customer FAQs

Customer FAQs

Let’s get you some answers

You can find answers to questions we’re freqently asked by members and visitors (FAQs) by browsing through the FAQs listed below.

Use the links to filter the FAQs by category, e.g. Booking FAQs, Membership FAQs etc.

Can’t see the answer you need? Please contact us.

What are the times of off peak?

In after 10am and in before 3pm, not out by 3pm. Anytime at weekends.

Who can get a dual membership?

Anyone living at the same address that can show proof, ie utility bill, driving licence.

Who can get corporate membership?

Sales team to sign up only, must be 5 or more per company, wage slip to prove where they work. Employee of company only, no spouses.

What is the age of a student membership?

14 years and over with proof of studies.

What is the age of junior membership?

15 years and under.

Can anyone get the racquets bolt on?

Yes, although it is included in all family memberships.

Where has swim card gone?

Current swim card members can renew, we will not be selling them to new members, the only option is gym, swim and classes etc.

What is the admin fee for and who is charged it?

Every membership is charged the admin fee, including junior memberships. It is non-negotiable. One admin fee to be charged per membership, i.e.: a dual membership will only be charged one fee. No fee to be charged to any current gymnastic/trampolining customers.

What if a family has more than 5?

The same fee applies to all families of 5 or more.

What is included in the racquet bolt on?

Squash, badminton and table tennis. This is charged per membership not per person, i.e. a Dual membership can book with it and both are included in the booking.

What measures are being taken to ensure Horizon staff and customers are well versed on any new covid safety measures?

It is important to Horizon that our staff and customers are kept safe. To this end we will undertake the following measures where our staff are concerned.

A full health and safety audit is undertaken of each of our staff members work space to ensure that within the work place they are working safely and have access at all times to cleaning materials to keep their work space safe.

If a staff member has any signs of covid they are expected to take a PCR test and stay at home until they have had 2 negative test results to return to work.

We would expect that any customers with symptoms they stay away from Horizon until they are safe to do so, to avoid endangering any other customers using the centres.

We have available sanitizers for customers to use so they can wipe down any equipment they wish too.  If these are not visible, please ask a member of staff.

All equipment is wiped down with sanitizer regularly throughout the day.

Do I need to pre-book for group exercise classes?

It is always advisable to book any sessions in the leisure centre to guarantee your spaces.  However, you can turn up but you will not be guaranteed a space in the facility you wish to attend.

Members can pre-book 7 days in advance and non-members 2 days in advance.

Do I need to pre-book for toddler groups?

It is always advisable to book any sessions in the leisure centre to guarantee your spaces.  However, you can turn up but you will not be guaranteed a space in the facility you wish to attend.

Members can pre-book 7 days in advance and non-members 2 days in advance.

Do I need to pre-book for Oceans of Play?

It is always advisable to book any sessions in the leisure centre to guarantee your spaces.  However, you can turn up but you will not be guaranteed a space in the facility you wish to attend.

Members can pre-book 7 days in advance and non-members 2 days in advance.

Do I need to pre-book for the toning tables?

It is always advisable to book any sessions in the leisure centre to guarantee your spaces.  However, you can turn up but you will not be guaranteed a space in the facility you wish to attend.

Members can pre-book 7 days in advance and non-members 2 days in advance.

Do I need to pre-book for swimming?

It is always advisable to book any sessions in the leisure centre to guarantee your spaces.  However, you can turn up but you will not be guaranteed a space in the facility you wish to attend.

Members can pre-book 7 days in advance and non-members 2 days in advance.

How do I pre-book classes/sessions ?

To book via the website click on the ‘Book online’ tab at the top of each web page. (Toning studio also bookable via this tab).

To book via the Horizon app there are prominent booking tabs.

Members will be able to pre-book 7 days in advance and non-members 2 days in advance.

Both members and pay as you go users will need a membership ID and PIN to access the booking systems.

Members can obtain these details by emailing info@horizonlc.com.

Please note your membership ID is different to the number showing on your membership card.

Any non-members that wish to use our services on a pay as you go basis can register on the tab at the top of each web page or call reception so we may register you and provide you with your log in details so you book and pay online.

Waterlooville Leisure Centre on 02392 245 900.

Call Havant Leisure Centre on 02392 476 026.

Am I restricted in the number of gym, swim or swim sessions I can book?

No, you will not be restricted in the number of classes or sessions you book. However, it is more vital than ever before that you inform us if you are unable to attend a booked session/class (no less than 3 hours before the session is due to start).  This will give other members the chance to attend if they are on a waiting list.

You will notice there are numbers against each type of activity. The number on the left tells you how many spaces there is left and number on the right is the capacity.

Example 14/28 Body combat – There are 14 spaces left.

For customers that do not inform us they’re unable to attend will receive a strike on their membership account.

What is the your policy regarding class and swim session cancellations?

If you are unable to attend a pre-booked class or swim session, we ask that you cancel your booking using the Horizon mobile app or by calling us.

It is important to give us at least 3 hours’ notice to allow other customers to book and to avoid receiving a strike on your account.

Customers who fail to show up to a booked session or cancel within 3 hours of the session start time will receive a strike on their account. The first and second strike will remain in place for 6 weeks. If you accumulate three strikes, you will not be able to pre-book for 7 days.

Please sign in at Reception or by using the self-service kiosk.

Thank you for your co-operation.

How do I sign up to the Horizon App?

If you have an Apple device you can download from the App Store. If you have an Android device you can get our App from the Google Play Store. The links are in our website footer.

Within both stores search for ‘Horizon Leisure Centres’ and download (our app is free to download).

You should immediately have access to any information we have published to the App. When the timing is right and you require to book a gym, swim or fitness session then you will need your membership ID and PIN number. If you don’t have either of these please call reception or email info@horizonlc.com.

Can you book more than one child into the creche at the same time?

You can book more than one child but you have to call reception rather booking on the app. Call Waterlooville on 02392 245 900, or call Havant on 02392 476 026.

What is your ratio with children to adult?

3 children to 1 staff member ratio

Can I bring snacks in for my child or are they provided?

We do not provide snacks however snacks can be brought in. Strictly no nut products (including chocolate spread)

How does the swimming change over work?

We can collect your child from the pool at your preferred time, bring your child into creche and get them dried and dressed. We can also change your child into their swim stuff in the creche and pass them into the pool to you as the parent, or we can offer to drop off the child and then pick back up service. We just ask parents to make sure they are booking this correctly on the creche bookings to allow ratio numbers to be followed in the creche.

Will you call me if my child doesn’t settle?

We will always inform the parent after 15 to 20 minutes if we cannot settle their child

Can I book my friends child, in my name?

You can if the child is in your care at the time, however if their parent is also in the centre friends cannot book for them.

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