FREQUENTLY ASKED QUESTIONS

Last updated: 05 Aug 2020

Following the announcement by the Digital, Culture, Media & Sport Secretary’s announcement on the 9th July and in line with the latest Government guidance, we are excited to confirm that we will be reopening Havant and Waterlooville Leisure Centres on Saturday 08 August 2020 – We can’t wait to welcome you back!

We want to reassure you that upon reopening we will have in place all the necessary measures to minimise risk and provide you with a safe environment to exercise

We readily appreciate that in advance of us reopening you may have some queries around how we intend keeping you and our staff safe, what facilities will be open initially and what differences there will be in the way that we operate.
To this end we have compiled a list of FAQs which we hope will satisfy your queries in the lead up to us reopening on the 8th August. If we have not covered a topic that you would like guidance on then please email us at info@horizonlc.com and we will endeavour to come back to you as soon as we can.

This page will be updated as and when new guidance becomes available so please re-visit this page regularly for the latest information

Available facilities and access

Q. When will Horizon Leisure Centres be reopening?

We are delighted to announce that Horizon Leisure Centres will be reopening both Havant and Waterlooville Leisure Centres on Saturday 08 August 2020

Q. When the Centres do reopen what facilities will be available?

Of utmost priority in reopening will be ensuring our customers can exercise in a safe manner. To achieve this we will be opening our facilities in a phased process starting with key facilities and services.

The following facilities will be available in phase 1 of our reopening:

  • Waterlooville and Havant Gyms
  • Waterlooville Main Swimming Pool
  • Toning table studios (Havant)
  • Group Exercise Classes to take place at Havant and Waterlooville

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

Please be aware this is a fluid situation and depending on upcoming Government restrictions and guidelines the format of available facilities in phase 1 may change.

Q. What facilities will NOT be opening within the first phase of re-opening?

Closed for the time being and until further notice are the:

  • Crèche service at Havant
  • Birthday party rooms
  • Indoor soft play facilities - World of Play (WLC) and Oceans of Play (HLC)
  • Kid’s Club
  • Kids trampolining or gymnastics classes
  • Cafes
  • Swimming pool at Havant (pool available at Waterlooville)
  • Swim school
  • Splash Pools at both centres
  • Aqua Aerobics
  • 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 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. Will children be able to use the facilities within the first phase of re-opening?

    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 an adult. Children will also be welcome to attend fitness classes but for the time being and regretfully teen gym sessions are suspended.

    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?

We will be providing masks for our staff to wear in situations where they cannot abide by 2 metre safe distancing such as when giving first aid. Please note however that the mandatory requirement to wear face coverings in shops and supermarkets does not apply to those exercising in gyms, swimming pools or exercise classes.

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. 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.

- Introduce online gym inductions accessible via our booking forms for people signing up as platinum members.

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 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.

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.

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 01 August 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 6 hours before the session is due to start).

You will notice there are numbers against each type of activity. The number on the right is the limit of the participants allowed and the number left is how many people are already booked into the session. For example 50/75 = 50 people booked on and 25 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 6 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.

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

- You should arrive ‘training ready’ as our changing rooms and showers will not be available

- Please do not bring your own towel! We will provide paper towels that can be used and then safely disposed of within the gym

- You will need to bring your own water as our water fountains will be out of action

- Please use the sanitiser station upon entering the gym and then sanitise your hands regularly as you work-out

- Gym users will be expected to wipe down gym equipment and toning tables before and after use with the sanitiser spray provided.

- Everyone will be expected to observe social distancing guidelines. We encourage you to exercise with ‘lighter weight-loads’ as close proximity ‘pair-training’ or ‘spotting’ will not be allowed.

- When using the gym, personal belongings can be secured in the internal gym lockers. However, we advise that you bring the absolute minimum required to complete your workout.

- All gym users must leave promptly at the end of their booked session so that we may clean all workout areas in preparation for the next session.

- Any new gym members will need an induction before being able to pre-book and attend a gym session. Please call the reception of either centre so we can reserve you a time slot with one of our gym instructors. Your induction will be on a one-to-one basis.

What to expect – Group exercise classes

Group exercise classes will take place at both Havant and Waterlooville. The large sports hall at Havant will be used for all fitness classes in the first phase of reopening. 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.

- 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 the main sports hall 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 therefore 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 clean the floor space and any touch areas ready for the next class.

What to expect – Swimming

Within the first phase of reopening only the main swimming pool at Waterlooville will be open. You should note the splash pool however will be closed.

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

- 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.

- 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 changing rooms and cubicles will be available for drying off and 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 only bring 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 out of the 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.

- 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.

Memberships

Q. When will direct debits restart for my membership ?

Once we have reopened, your membership payments (which have been frozen from 01 April) will resume with the first payment due on the 10th August. A separate communication from Harlands, our membership administrators will soon arrive giving you all the information you require regarding this.

The exception to this of course will be memberships directly relating to a service like the sauna/steam room which will not be reopening in phase 1. Such memberships will continue to be frozen until such time as we can safely resume services.

b>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 have not taken any payments from you. On re-opening, your membership will be unfrozen, the direct debit payments will resume and the remaining term of your membership continues.

Q. My full direct debit payment was taken on 1st March 2020 to cover the entire month. However, you closed the Centres on 20th March meaning I have paid for a period of time I was unable to use the facilities, am I entitled to a refund?

Please be assured that your next direct debit payment will be adjusted to take the closure in March into account.

Q. If the centres reopen mid-month how will this affect my direct debit payment?

A pro-rata direct debit payment for the first month will be calculated and reflect only the days the centres are open

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 - Noon on Sat
Email: c.service@harlandsgroup.co.uk

Q. How do I cancel my membership?

Cancellations for Platinum memberships cannot be accepted directly with Horizon Leisure Centres. Please 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
Telephone lines are open 8am - 6pm Mon - Fri and 9am - 12 noon Sat
Email: c.service@harlandsgroup.co.uk

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
Telephone lines are open 8am - 6pm Mon - Fri and 9am - 12 noon Sat
c.service@harlandsgroup.co.uk

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 shielding/vulnerable category you can freeze your membership by contacting Harlands to request a freeze of up to 3 months (Evidence of needing to shield will be required. An extension may be possible by request). If you are not in this category, you will not be considered eligible to freeze your membership and normal terms and conditions apply.

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

Block bookings and courses

Q. I have already paid for a Swim Block of 10, 1-2-1 Lessons, gymnastics courses, Trampolining courses and Pilates courses, we have not received all of these and I would like a refund, how do I do this?

Horizon is currently rolling all unused sessions forward to be used in the future.

Q. My swim school direct debit payment was taken on 1st March 2020 to cover the entire month. However, you closed the centres on 20th March meaning I have paid for a period of time I was unable to use the facilities. Am I entitled to a refund?

Please be assured that your next direct debit payment will be adjusted to take the closure in March into account.

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.

Swimming Lessons

Q. When will swimming lessons be restarting?

Swimming lessons will unfortunately not be resuming in phase 1 of our reopening. This is because of government guidelines. Please be assured that we will be working hard to bring back the Horizon Swim School as soon as it is safe and appropriate to do so.

We will make an announcement to everyone as soon as we have a date.

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

During the first phase of reopening, direct debits for swim school will still be frozen and will not start up again until swimming lessons re-start. We will inform you in good time when swimming lessons and associated direct debits will re-start.

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