Further to the Prime Minister’s announcement on Tuesday 23 November that the 2nd nationwide lockdown in England will be ending on Wednesday 2 December, we are delighted to announce that Horizon Leisure Centres will be reopening on Wednesday 2 December.

Pre-booking of gym, swim and exercise classes and crèche sessions will be available via the Horizon App and website from Wednesday 25 November.

We are sure you will have many other questions and to this end we have compiled this FAQ page to assist with answering any queries you may have surrounding your membership and use of our facilities.

Available facilities and access

Q. When will Horizon Leisure Centres be reopening?

Further to the Prime Minister’s announcement on the Monday 23 November that the 2nd nationwide lockdown in England will be ending on Wednesday 2 December, we are delighted to announce that Horizon Leisure Centres will be reopening on Wednesday 2 December.

The following facilities will be available:

  • Waterlooville and Havant Gyms
  • Teen Gym sessions
  • Toning Tables Studio
  • Group Exercise Classes
  • Badminton
  • Waterlooville & Havant Main Swimming Pools
  • Aqua Classes
  • Horizon Swim School
  • Oceans of play Havant
  • Creche
  • Gymnastics and trampolining
  • Adventure Play and Pre-School Bounce
  • Café at Waterlooville

Thereafter in the coming weeks but only when safe to do so we will open additional facilities.

Q. What facilities still remain to be resumed?
Closed for the time being and until further notice are the:

  • Birthday party rooms
  • Indoor soft play- World of Play (WLC)
  • Kid’s Club
  • Café at Havant
  • Splash Pools at both centres
  • Sauna, steam room and sunbeds
  • Some changing rooms, lockers and showers*

*Please note lockers will be available within the gyms but not within changing rooms. Dry side changing rooms will be available post-swim for swimmers to dry off and exit at Waterlooville.

Public toilets however will be available at both Havant and Waterlooville.

We will endeavour to get other facilities and activities up and running when safe and appropriate to do so.

Q. Who can have access to our facilities?

We respectively ask that you only enter our premises if:

- You do not have Covid-19 symptoms and/or have not recently come into contact with anyone that has been diagnosed with Covid19 and/or displaying symptoms.

If you have any of the symptoms relating to Covid-19 such as a cough, shortness of breath, loss of sense of taste/smell or a fever please stay at home and seek medical advice. Do not enter our premises as this may endanger the safety of our customers and staff.

- You are prepared to follow all of our health and safety guidelines

There are prominent, clear guidelines presented throughout the centres and we will expect all customers to fully abide by all the hygiene, social distancing and walk-way protocols when using the centres.

Please familiarise yourself with our new cleaning, sanitising, advanced-booking and social distancing protocols.

Q. How far in advance should I arrive for my fitness, gym or swim session?

Please do not arrive too early for your booked session as you will only be allowed in the building when it is time for your booked session.

We hope you can appreciate there will be a need for maintaining social distancing within the facility.

Within the building there will be ‘Please stand here’ stickers indicating where you should queue.

But obviously from a safety perspective and ease of moving within the facility we would advise against arriving too early.

Leisure centre general safety regards Covid-19

Q. Can you pass COVID-19 via sweat/perspiration?

No, there is no current evidence that the virus can be spread by perspiration (sweat). This is supported for non-respiratory fluids by the Centres for Disease Control and Prevention (CDC):
https://www.cdc.gov/coronavirus/2019-ncov/hcp/faq.html however, limited data is available on sweat/perspiration.

Q. Do indoor leisure environments create a higher risk of transmissions of COVID-19 than other indoor places like supermarkets?

No, there is the same chance of getting COVID-19 in all areas indoors, the key is keeping social distancing in place, follow cleanliness guidelines and aerosol guidelines.

Q. Does physical activity increase resilience to COVID-19?

WHO (World Health Organisation) recommend regular physical activity benefits both the body and mind. It can reduce high blood pressure, help manage weight and reduce the risk of heart disease, stroke, type 2 diabetes, and various cancers - all conditions that can increase susceptibility to COVID-19.

Physical activity leads to improvements in immune health and metabolic health, both of which are linked to COVID risk. Furthermore, physical activity is central in weight management and positive changes in body composition, both of which are linked to COVID-19 risk.

We have introduced new cleaning and social distancing measures in our centres to ensure that our members can work out safely.

Cleaning and sanitising protocols

Q. What cleaning and sanitising protocols will you have in place to keep us safe?

Our provisions on hygiene, cleaning schedules and procedures will be significantly enhanced to meet new elevated standards. You can expect:

- Additional cleaning rotas each day with specific time allocated in between class, gym and swim sessions so that floor space, surfaces and equipment can be cleaned.

- Cleaning staff to be given the appropriate PPE equipment including disposable gloves and aprons, fully virucidal disinfectant cleaner and intense training on exacting cleaning standards required.

- Special focus to be given to high traffic and touch areas such as door handles, counter surfaces, studio and gym equipment.

- Provision of soap dispensers and sanitiser stations (containing 60% alcohol) throughout both centres including the gyms. These will be checked regularly by staff and topped up throughout the day.

- Plentiful access to sanitiser spray and paper towels within the gyms and studios so that customers can wipe down their gym or studio equipment both before and after use (no personal gym-towels will be allowed).

Q. What personal hygiene measures do we expect our members and visitors to follow?

We would respectfully ask that all our members and visitors abide by the following rules:

- Avoid visiting the centre if you feel unwell and/or have Covid-19 symptoms and/or have recently come into contact with anyone displaying such symptoms.

- Whichever point you enter the centre be it gym or main reception please sanitise and/or wash your hands. Thereafter please regularly sanitise / wash your hands whilst on the centre premises and avoid touching surfaces unnecessarily.

- Make sure you wipe down any gym and studio equipment with the sanitiser spray and paper towels provided, both before and after use.

- Leave the centre promptly after your fitness class or gym session so that we can prepare for the next session

Q. Will I have to wear a mask within the leisure centre?

Please be aware that upon entering Horizon Leisure Centres the wearing of face masks is mandatory until you reach the activity you have come for. The only exceptions within our premises to wearing a mask are that you are:

  • Physically exercising
  • Playing on the frames of Oceans of Play
  • Consuming food or drink
  • Under the age of 11 years
  • Exempt because of a valid medical condition (exemption card required)*

Please be aware that you will be turned away if you don't comply with this rule unless of course you fulfil one of the above exemptions.

Q. What should I do if I think other customers or staff are not observing the hygiene notices or other safety measures that have been put in place?

Please inform the nearest member of staff or ask to speak to the Centre Duty Manager.

Social distancing protocols

Q. What measures will you be taking to ensure safe social distancing?

In keeping with current Government advice we will undertake measures to ensure that recommended safe social distancing guidelines, currently set at 2 metres can be maintained when you exercise. To facilitate this we will undertake the following measures:

- At all receptions there will be safe queuing markers and a one-way walking system throughout both centres for you to access and exit your activities safely. Non-slip floor markers set at 2 metres distance apart will show the direction you need to take.

- The number of people within the centres at any one time will be limited by having a cap on the number of swimmers, gym goers or group exercise class attendees for any given session. All activities and sessions must be pre-booked (see booking procedures section).

- We will re-purpose some of our facilities so that they are better placed to accommodate social distancing. Some group exercise classes for example will be moved into the spacious main sports hall at Havant. There will be pre-measured ‘stand here’ floor markings to show where you can exercise at a safe distance from others.

- Where necessary we will reduce and/or re-position the equipment in the gyms so that you will be able to exercise at a safe distance from one another.

- Double lane swimming will be introduced at the main swimming pool in Waterlooville, with a set quota of swimmers allowed per session.

- We will close down any ‘tight’, hard to monitor areas such as changing rooms, showers and toilets* where necessary.
*Please note however that there will be public customer toilets available at Havant and Waterlooville throughout opening hours.

Q. What steps can our members and visitors take to ensure safe distancing?

You will play a key role in ensuring safe social distancing by following the safety advice present throughout both centres and abiding in particular to the following rules:

- To follow the one-way walking directional markers throughout both centres which will lead you to safely enter and exit the building.

- Within the reception areas to abide by the ‘stand here’ floor markers so that you may queue at a safe distance from one another.

- Ensure that at all times you follow the advice of the ‘safe distance’ floor markers and maintain a safe social distance of 2 metres from one another.

- Refrain from hugging one another, shaking hands and avoid all physical contact.

Q. What should I do if I think other customers or staff are not observing the social distancing or other safety measures that have been put in place?

Please inform the nearest member of staff or ask to speak to the Centre Duty Manager.

Horizon staff safety measures

Q. What measures are being taken to ensure Horizon staff are well versed on the new safety measures?

It is important to us that our staff are kept safe, not only for their own sakes but so they can keep our members safe also. To this end we will undertake the following measures where our staff are concerned.

- A full health and safety audit will be undertaken of each of our staff members work space to ensure that within the work place they are socially distanced from one another and have access at all times to cleaning materials to keep their work space safe.

- Each staff member will be required to attend a Covid-19 training workshop so that they receive the necessary training in our new ways of operating. All Horizon staff are expected after all to abide by the same safety protocols as our members and visitors.

- Staff will be provided with the necessary PPE equipment when cleaning such as disposable gloves and aprons. In addition we will support front of house staff with the provision of additional safety equipment such as Perspex screens.

Booking procedures

Q. Do I need to pre-book for the gym, swimming, toning tables, Oceans of play, toddler groups and group exercise classes?

Yes, for the time being all facilities and activities will have to be pre-booked. This is because we have capacity limits to ensure safe distancing when you exercise and having a pre-booking arrangement allows us to safely control this. It also enables our staff to clean and sanitise work-out areas in between sessions.

Members will be able to pre-book 7 days in advance and non-members 2 days in advance. As our leisure centres will be reopening on Wednesday 2 Dec with pre-booking available from Wednesday 24 November.

Booking the Gym – 1 hour Gym sessions are available at both Havant and Waterlooville Leisure Centres. Existing members can book gym sessions 7 days in advance via our website or the Horizon app. *Non-members can book 2 days in advance once registered.

Please note there is no restriction to the number of gym sessions you may book and there is nothing to stop you booking consecutive sessions. Just be aware you will need to take a fresh air breather in between sessions whilst we conduct a quick clean.

Booking a swim – Double-lane swimming only will be available at Waterlooville Leisure Centre and members can book a 45-minute session 7 days in advance using our website or the Horizon app. *Non-members can book 2 days in advance once registered.

Booking a group exercise class – 45 minute classes will be taking place at Havant Leisure Centre and Waterlooville Leisure Centre and members can book these as normal 7 days in advance. *Non-members can book 2 days in advance once registered.

Booking the toning tables - 1 hour sessions will be available at Havant Leisure Centre and members can book these sessions 7 days in advance.

Booking the Creche - Slots of 30 minutes, 60 minutes and 90 minutes will be available for booking on a first come first serve basis via the Horizon App.

Booking Oceans of play - All visitors to the play centre will now have to pre-book and pay by telephone their sessions at Oceans of Play. This is due to operating on a limited number capacity and to ensure government recommended social distancing requirements are met.

You can reserve and pay for your booking by calling the Havant Leisure Centre on 02392 476 026. The cost will be £5.50 per child for all sessions. Please note that we can only accommodate 1 adult per child or group of children.

The booking line for Oceans of Play will be available from Monday 30 November

New opening times and play sessions are as follows:

Tuesday – Sunday (Monday closed)
Tuesday – Friday inclusive…3 sessions each day
SESSION 1: 10.00am-12.00pm (120 minutes)
SESSION 2: 1.00pm-2.30pm (90 minutes)
SESSION 3: 3.30pm-5.00pm (90 minutes)

Saturday – Sunday inclusive…4 sessions each day
SESSION 1: 10.00am-11.30am (90 minutes)
SESSION 2: 12.00pm-1.30pm (90 minutes)
SESSION 3: 2.00pm-3.30pm (90 minutes)
SESSION 4: 4.00pm-5.30pm (90 minutes)

Q. How do I pre-book classes/sessions ?

To book via the website click on the 'Book classes, gym & swim' 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 should call reception so we may register you and provide you with your log in details so you book and pay online.
Waterlooville – 02392245900, Havant – 02392476026

Q. 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

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

Please don't try and make any advanced bookings though at the moment as our bookings system is not active. Bookings tabs will appear on Wednesday 24 November and it is then you will need your booking ID and PIN for pre-booking sessions.

Some of you are noticing there is a staff login area appearing on your app. Please ignore this; it's simply an administrative access point for us to use should we wish to make updates to information being provided on the app.

Q. 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).

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.

Q. What is the 3 strike rule?

If customers cannot attend their pre-booked exercise class, gym or swim session then they must have informed us at least 3 hours before the start of their session. Customers failing to do this will receive one strike on their account.

The first and 2nd strike will stay on the account for 6 weeks. Once a member has 3 strikes on their account they will be unable to pre-book any further fitness classes, gym or swim sessions for a period of 7 days.

What to expect - the gym

All of the equipment in the gym has been re-arranged to enable safe distancing. To manage a safe capacity at any time members will now have to pre-book their sessions at the gym. 1 hour sessions can be booked via the website or Horizon app and staff will conduct cleaning and sanitising of gym equipment in between sessions.

Please note there is no restriction to the number of gym sessions you may book and there is nothing to stop you booking consecutive sessions. Just be aware you will need to take a fresh air breather in between sessions whilst we conduct a quick clean.

Please note there is no restriction to the number of gym sessions you may book and there is nothing to stop you booking consecutive sessions. Just be aware you will need to take a fresh air breather in between sessions whilst we conduct a quick clean.

In addition Gym members should please familiarise themselves with the following new protocols:

- Please be aware that upon entering Horizon Leisure Centres the wearing of face masks is mandatory until you reach the activity you have come for. You do not have to wear a face mask whilst you are exercising. consuming food/drink or if you have an age, health or disability reason for not wearing a face covering.

What to expect – Group exercise classes

Group exercise classes will take place at both Havant and Waterlooville. The large sports hall at Havant will also be used for many fitness classes in the first phase of re-opening. Being considerably more spacious than the fitness studios they will be able to accommodate more attendees and at the recommended safe distance of 3 metre squared.

Anyone considering attending a group exercise class should familiarise themselves with the following protocols.

- Classes will need to be pre-booked via the Horizon app or website.

- Please be aware that upon entering Horizon Leisure Centres the wearing of face masks is mandatory until you reach the activity you have come for. You do not have to wear a face mask whilst you are exercising,consuming food/drink or if you have an age, health or disability reason for not wearing a face covering.

- Class attendees should bring their own water as our water fountains will be out of action

- You will be expected to wash and/or sanitise your hands upon entering the Leisure Centre

- There will be one-way walking directional arrows from the reception area leading to where the classes will take place. The instructor will advise you where to exit the hall at the end of your session.

- Within the sports hall and studios there will be clearly positioned and pre-measured ‘stand here’ floor markers, one for each attendee.

- There will be no sharing of equipment allowed e.g. yoga blocks, dumbbells

- We will not be providing mats. Please be sure to bring your own

- We will respectively ask that all attendees leave promptly through the exit indicated at the end of the class so that we can prepare for the next class.

What to expect – Swimming

The swimming pool at Waterlooville is opening Wednesday 3 December.

Anyone wishing to attend the swimming pools should familiarise themselves with the following new protocols before they attend:

- Please be aware that upon entering Horizon Leisure Centres the wearing of face masks is mandatory until you reach the activity you have come for. You do not have to wear a face mask whilst you are swimming or exercising, consuming food/drink or if you have an age, health or disability reason for not wearing a face covering.

- Double lane swimming only will be available in the first phase of re-opening.

- Swimming sessions will be 45-minutes long and will have to be pre-booked via the Horizon app or website. You will be able to book into either a slow, medium, fast or front-crawl lane.

- Members can email info@horizonlc.com for their membership ID number and pin to book sessions.

- Any non-members that wish to use our services on a pay as you go basis should call reception so we may register you and provide you with your log in details so you book and pay online. Waterlooville – 02392245900, Havant – 02392476026

- All swimmers should sanitise and/or wash their hands when entering the leisure centre

- Swimmers will need to arrive ‘beach ready’ as changing rooms for arriving swimmers will not be available. Afterwards the recommendation is still that you please exit swiftly. However changing rooms, showers for a quick rinsing off and cubicles will be available for drying off, changing (we recommend you bring a robe) and exiting. Please note that lockers will not be available for public use.

- Private belongings can be left in a designated area at the poolside so we would recommend you bring only the bare minimum with you.

- Swimmers will need to ensure they swim in a one directional route and there will be no overtaking.

- At the end of a swim all swimmers will need to make their way to the changing rooms where they can dry off and exit as promptly as possible so we can conduct a clean of the pool side.

- With regards to swimming, children are welcome but we do ask the child is capable and strong enough to lane swim in a 25M pool for a large % of the 45 minute session and that they are supervised by a swimming adult. Any child under the age of 16 will be subject to a swim test if the lifeguard feels they are not a competent

- The spectator seating area at Waterlooville Leisure Centre is currently closed. When supervising children in the pool, the supervising parent will need to be in the pool with children and not on the side.

What to expect - Swim school

We have adapted our swimming lessons programme and safety protocols so that they fulfil the Covid-19 safety measure guidelines issued by the Government and Swim England.

Please take time to familiarise yourself with our new guidance which must be adhered to:-

- To help minimise the number of people within the facility only one adult will be allowed to accompany each child or children under their care during swimming lessons. Children over the age of 8 years old are welcome to arrive without a parent / guardian.

- Please do not arrive more than 5 minutes before lessons.

- Please be aware that upon entering Horizon Leisure Centres the wearing of face masks is mandatory until you reach the activity you have come for. The only exceptions within our premises to wearing a mask are that you are:

  • Physically swimming or exercising
  • Consuming food or drink
  • Under the age of 11 years
  • Exempt because of a valid medical condition

- Public toilets will be available at both centres although numbers allowed in at any one time will be limited so a visit to the toilet for young children prior to visiting the centre is advised.

- Changing room facilities will not be available for arriving swimmers. We ask therefore that swimmers shower in advance of their swim lesson at home and arrive ‘swim ready’ meaning your swim wear is worn underneath your clothing. There is a disrobing area in the café at Waterlooville so anyone attending swimming lessons can walk onto poolside ready for their lesson.

- Swimmers should bring only the bare minimum with them as lockers will be unavailable. For those children without a parent, personal belonging can be left at the poolside. Any parents/guardians accompanying child swimmers should safeguard their child’s belongings whilst they’re in the pool.

- Parents accompanying any child on a swim lesson should bring flip flops for the pool side or be prepared to walk bare foot around the pool area

- Please note swim teachers will no longer be able to assist with the placing of swim googles or swim caps. Either the parent / guardian or accompanying sibling will have to assist.

- Teachers will teach from the poolside only as there will be no ‘in water’ teaching as per Swim England guidance.

- Once the lesson has finished we recommend everyone leave as soon as possible and request where possible post swim showers take place at home. Changing rooms for quick shower and change post swim will be available but we politely request that you spend no longer than 10 minutes and leave the centre as soon as you are changed. Please note there are no cubicle curtains in the Waterlooville changing rooms

*Please note the family changing rooms at Waterlooville are not in use

Q. What will happen to my direct debits for swimming lessons when you reopen?

A communication from us has been sent to all previous participants announcing the date that the swim lesson payments will re-start. If you have not received this letter please email us at swim.school@horizonlc.com so we can further assist.

Q. I paid in advance for a block of swimming lessons. What will happen to them?

Don't worry you won't lose out on any of the swimming lessons you paid for in advance.

What to expect - Oceans of play

Please familiarise yourself with our new protocols.

All visitors to the play centre will now have to pre-book and pay by telephone their sessions at Oceans of Play. This is due to operating on a limited number capacity and to ensure government recommended social distancing requirements are met.

You can reserve and pay for your booking by calling the Havant Leisure Centre on 02392 488 442. The cost will be £5.50 per child for all sessions. Please note that we can only accommodate 1 adult per child or group of children.

New opening times and play sessions are as follows:

Play Centre Open from Wednesday 2 December.

Tuesday – Sunday (Monday closed)
Tuesday – Friday inclusive…3 sessions each day

SESSION 1: 10.00am-12.00pm (120 minutes)
SESSION 2: 1.00pm-2.30pm (90 minutes)
SESSION 3: 3.30pm-5.00pm (90 minutes)

Saturday – Sunday inclusive…4 sessions each day

SESSION 1: 10.00am-11.30am (90 minutes)
SESSION 2: 12.00pm-1.30pm (90 minutes)
SESSION 3: 2.00pm-3.30pm (90 minutes)
SESSION 4: 4.00pm-5.30pm (90 minutes)

- All adults and children over the age of 11 years old will need to wear face masks when not playing on the frames, consuming vending snacks* or drinking.

*As before please be aware that food must only be consumed at the tables provided.

- Everyone entering the Play Centre will be expected to sanitize their hands upon entry. Thereafter there will be hand sanitizer stations throughout the play centre and we advise you and the children under your supervision to please use regularly throughout your visit. Public toilets for your convenience will also be available within the centre.

- Please follow any health and safety protocols displayed within the centre and abide by social distancing measures at all times.

- We will be cleaning the play centre before opening, between sessions and at the end of the day. We therefore invite you to please leave promptly at the end of your play session.

What to expect – Badminton

We are happy to announce that badminton will be resuming at Havant Leisure Centre from Wednesday 2 December.

There are 4 courts available for hire 7 days a week with bookable 45 minute slots. The timetable will be available for viewing on the app this coming Mon 02 Nov 2020.

- Please note that courts have to be pre-booked and paid for in advance. This can be done via the Horizon App or online. Non-members can call Havant on 02392 476026 to be registered and provided with booking ID and PIN

- There will be a maximum of 4 players per court

- Players will have to bring their own racquet and shuttlecocks as none will be available for hire.

What to expect - Gymnastics and Trampolining

All attendees:
• may only be dropped off by one adult
• must arrive dressed appropriately with long hair tied back (no jewellery, drink bottles, coats, or shoes in the small hall)
• be on time for class and not early
• will be expected to apply hand sanitizer
• are expected to leave promptly at the end of the class to prevent groups in the corridors.

Memberships

Q. Why was the direct debit for my membership taken in November when the centres were closed?

You will note that your November direct debit has been taking due to the timing of the Government announcement coming too late to prevent this payment coming out. To acknowledge this, we shall not be taking the direct debit payments in December. Therefore, our current intention is to recommence the direct debits from January 1 2021.

Q. What is happening with other types of annual or pre-paid payment plans such as Annual Platinum, Leisure Card, Swim card, Swim School courses and bookings

All of the above pre-payments were frozen from Thursday 5 November and any pre-paid periods, lessons or bookings will be rolled forward once the centres reopen on Wednesday 03 December.

Q. I have not been able to use my membership while you have been closed, can I have a refund?

A refund is not applicable because while we were closed, Horizon will ensure your next direct debit payment is adjusted to take into account the closure.

Q. During the lockdown, I cancelled my membership direct debit. However, I still wish to continue with my membership, what do I need to do?

Please contact Harlands our membership administrators to set up a new direct debit. Their contact details are: Telephone: 01444224790
Telephone lines are open 8am - 6pm Mon - Fri and 9am - 12 noon Sat
Contact email:c.service@harlandsgroup.co.uk

Q. How do I cancel my membership?
We really hope you do not cancel your membership and that you continue to support Horizon which is a charity. However if you wish to proceed with a cancellation you must contact Harlands, our membership administrator, to discuss your cancellation.

If you are unsure if your membership is administered by Harlands, or your membership is held directly with Horizon, please contact customer.relations@horizonlc.com

Contact details for Harlands:
Telephone: 01444224790
Lines open 8am - 6pm Monday to Friday and 9am - 12 noon on Saturdays
Emailc.service@harlandsgroup.co.uk

Please note Harlands are experiencing unprecedented levels of calls / emails and waiting times may be prolonged.

Q. I am shielding, can I cancel my membership?

A freeze can be put in place if you are shielding. Evidence of your need to shield will be required. The length of the freeze will be for a period of up to 3 months, after which time it can be reviewed.

However, it is the member’s responsibility to monitor the time period and advise Harlands if you wish for it to be extended. Your normal membership payments will resume following the end of the freeze period – no reminder will be issued as this is explained in your initial request to freeze.

Please contact Harlands to request a freeze:
Telephone: 01444224790
Lines open 8am - 8pm Monday - Friday and 9am - 12 noon on Saturdays
c.service@harlandsgroup.co.uk

If you are unsure if your membership is administered by Harlands, or your membership is held directly with Horizon, please contact customer.relations@horizonlc.com

Q. I am not confident to return to the facilities due to Covid-19, can I cancel my membership until I am more confident to return?

Horizon has gone to great lengths to comply with Government guidelines and to ensure our facilities are safe including increasing our cleaning regimes and endorsing social distancing. If you are in the “vulnerable” or you have a valid reason to freeze, please contact Harlands to request a freeze of up to 3 months (evidence may be required). Unfortunately, if you are not considered eligible to freeze your membership, normal cancellation terms and conditions apply.

Contact details for Harlands:
Telephone: 01444224790
Lines open 8am - 6pm Monday to Friday and 9am - 12 noon on Saturdays
Emailc.service@harlandsgroup.co.uk

Please note Harlands are experiencing unprecedented levels of calls / emails and waiting times may be prolonged.

Q. As not all your facilities are available, can I get a reduction in my membership fees?

Horizon has undertaken every effort to re-open as many facilities as possible in compliance with Government guidelines. We have given priority to our existing members and have put in measures to ensure their comfort and safety. Platinum membership includes access to gym, classes and swimming and these activities will all be available after reopening.

Membership terms and the rules of membership enable changes to be made to services with advanced notice and access is subject to availability. Our membership price represents great value for money. It is for these reasons we will not offer a reduction.

Q. I have paid for an annual membership, but due to Covid19, I do not intend to come back and would like a refund?

As you are officially within a contract, refunds are not usually permissible unless for reasons as described in our terms and conditions i.e. redundancy, pregnancy, ill health and relocation (more than 15 miles from Centres). Horizon also understand that some customers will have experienced a loss of earnings due to the Covid-19 crisis which will be considered as a valid reason. Appropriate evidence will be required and a notice period will apply. Please contact customer.relations@horizonlc.com

What to expect - The Creche

- The Crèche is open Mon – Fri 9.00am – 12.30pm.

- Slots of 30 minutes, 60 minutes and 90 minutes will be available for booking on a first come first serve basis via the Horizon app.

- Staff arrive at 8:45 to make sure the safety checks are done and everything in the crèche is clean and ready to go.

- We aren’t letting parents into the crèche to drop off/collect at the moment due to ensuring we are keeping the setting as clean and safe as possible.

- Please be aware that all children entering the crèche will be expected to hand sanitise.

- Please note there is no ‘Help with swimming’ service at this time.

New to the crèche?

- There is a sign-up form that parents need to read and sign on first visit to the crèche.

- We advise new customers to arrive 10- 15 minutes before you are booked in, this is to ensure all paper work is completed and any questions you may have are answered.

- Our crèche manager will be meeting parents outside the crèche door.

Events / Parties / Kids club

Q. Can I get a refund for a party / function I have booked?

Unfortunately, we will need to cancel all pre-booked parties and events which are scheduled to take place during the summer months of July and August. We are yet to take a decision on booked events for the autumn onwards but will certainly advise on these in due course.

Please contact our Reception or Customer Relations who will be able to process a refund once they have verified your party/function booking.
Telephone: Havant: 02392 476026 or Waterlooville 02392 245900
customer.relations@horizonlc.com

Q. Can I book a party or event for later in the year?

Unfortunately, we don’t anticipate being in a position to accommodate kid’s parties or group events in the summer months of July and August. Please enquire for later months by emailing us on info@horizonlc.com and depending on Governmental and Public Health England social distancing guidelines we may be in a position to accommodate your requirements for later dates.

Q. Will Kids Club be operating this summer?

Sadly, at the moment we don’t think that our Kid’s Club will be operating this summer. Should this situation change we will announce it as soon as we can.
Please enquire for later months by emailing us on info@horizonlc.com and depending on Governmental and Public Health England social distancing guidelines we may be in a position to accommodate your requirements in the future.