DONATE HOME COVID-19: FAQS COVID-19: FAQS We appreciate you will have a lot of questions, many of which we hope will be answered below, if your question has not been answered please email leisure@liveactive.co.uk. Thank you for your patience and understanding during this continued challenging time. VENUES Q. WHICH OF YOUR VENUES ARE CURRENTLY OPEN? Following the most recent advice from the Scottish Government, the following venues are now open: LIVE ACTIVE RODNEY BELL'S SPORTS CENTRE NORTH INCH CAMPUS PERTH LEISURE POOL LIVE ACTIVE LOCH LEVEN LOCH LEVEN COMMUNITY CAMPUS LIVE ACTIVE BLAIRGOWRIE STRATHEARN COMMUNITY CAMPUS BREADALBANE COMMUNITY CAMPUS Atholl Town Hall For a list of available services within our venues, please CLICK HERE. To check out our online timetables,CLICK HERE. Q. ARE YOU OFFERING THE SAME ACTIVITIES AND SERVICES IN ALL VENUES? The range of activities offered, opening hours and the number of customers we can accommodate varies compared to our pre-covidoffer. Q. ARE YOUR SWIMMING POOLS OPEN? Yes, our swimming pools are currently open offering casual swimming, lane swimming, swimming lessons and club swimming. Q. ARE ANY OF YOUR VENUESVACCINATION CENTRES? Yes, currently both Dewars Centre and Live Active Atholl are currently being used as Vaccination Centres and will remain closed to the public for the time being. Q. ARE THE COMMUNITY HALLS OPEN? Our community halls are now open. Please contact COMMUNITYHALLS@LIVEACTIVE.CO.UK for more information. Please be aware that restrictions will be in place. Q. IS THE ATHLETICS ARENA OPEN? Yes, the track is now open for 'Paces' registered clubs, who self-manage their groups. For further information regarding Casual access to the track, please email: FMELLOY@LIVEACTIVE.CO.UK MEMBERSHIP  Q. WHAT WILL HAPPEN TO MY DIRECT DEBIT FITNESS MEMBERSHIP? All Direct Debit memberships have been reinstated unloess you requested to stay frozen at this time. If you have a question about your membership you can email MEMBERSHIP@LIVEACTIVE.CO.UK. Q. CAN I PURCHASE A FITNESS MEMBERSHIP? Yes, you can now purchase a Fitness Membership online - CLICK HERE FOR MORE DETAILS AND PRICES. Q. WHAT WILL HAPPEN TO MY ANNUAL FITNESS MEMBERSHIP? Similar to Direct Debit members, Annual memberships have been reinstated with the number of days you’ve been unable to use our venues added to your membership. If you have a question about your membership you can email MEMBERSHIP@LIVEACTIVE.CO.UK. Q. I THINK MY LIVE ACTIVE CARD HAS EXPIRED, WHAT DO I NEED TO DO? You don’t need to do anything just now.  We’ll ensure ensure all Live Active card, concession, compass or corporate subscriptions are automatically extended relevant to the period you are entitled too.   ADULT ACTIVITIES & BOOKING Q. WILL I NEED TO BOOK FOR AN ACTIVITY, OR CAN I JUST TURN UP? Customers are now able to turn up for casual swim and gym sessions, however we encourage all customers to book and pay online for their chosen activity to avoid disappointment. Fitness members, with an active membership will be able to book 2 weeks in advance, Live Active card holders will be able to book up to 1 week in advance and none members are able to book on the day. Activities can be booked online at: HTTPS://BOOKINGS.LIVEACTIVE.CO.UK/CONNECT/MRMLOGIN.ASPX. Please note that if you’re a new customer trying to book a gym session, you will require a gym induction. Please contact MEMBERSHIP@LIVEACTIVE.CO.UK with the venue name so we can arrange this for you. Q. WILL THERE BE A TIME LIMIT FOR ACTIVITIES? Gym and swim sessions will be 1 hour long. Other sessions may differ. Q. Are changing rooms reopening? Yes Q. HOW DO I CANCEL A BOOKED ACTIVITY? To cancel a booking please log into your Book Online account and select ‘Manage My Bookings’ from the menu. You’ll then be able to select the booking(s) you wish to cancel. We ask that customers do not contact us by email to cancel their bookings as we are dealing with a large number of enquiries and may not be able to cancel your booking in time. Q. I WANT TO USE YOUR GYMS, BUT I HAVEN'T COMPLETED A GYM INDUCTION? Please contact your local venue or email MEMBERSHIP@LIVEACTIVE.CO.UK with your preferred venue name for more information to book a gym induction. Q. ARE ALL ACTIVITIES AVAILABLE NOW YOU HAVE REOPENED? Our programme of activities and services is currently reduced, but we’ll take every opportunity to increase them as we go forward. Any changes or amendments to the range of activities offered will be communicated through our social media, website and customer newsletters. Q. ARE INDOOR FITNESS CLASSES ALLOWED? Yes, you’ll find our class and session TIMETABLES HERE and you can book sessions using our BOOK ONLINE system. We also offer a large number of On Demand classes via our YOUTUBE CHANNEL. JUNIOR ACTIVITIES & BOOKING Q. WHEN WILL TERM TIME CLASSES RESTART IN MY LOCAL VENUE? Wee Springers, Gymnastics and Football have returned, you can find out more HERE. Q. CAN I BOOK A BIRTHDAY PARTY FOR MY CHILD AT ONE OF YOUR VENUES? No, this service is not currently available in any Live Active venues. Q. IS THE CRECHE OPEN? No, the creche at Perth Leisure Pool is currently not available. GYMNASTICS & WEE SPRINGERS Q. WHEN WILL THE SESSIONS RESTART? Our Gymnastics and Wee Springers restarted in August 2021. Q. ARE THE LOCALITY SESSIONS RESTARTING? Yes classes are available in a variety of locations. We ask customers to contact their local venue for more information. Q. I WANT TO CHANGE THE DAY/TIME MY CHILD ATTENDS, WHO DO I CONTACT? Please email GYMNASTICS@LIVEACTIVE.CO.UK, including your child’s name and current class details, and a member of the team will be in touch. We have a large number of enquiries to respond to but please be assured we’ll be in touch as quickly as we can. Q. HOW DO I BOOK MY CHILD IN TO A CLASS, DO I NEED TO JOIN A WAITING LIST? Please email GYMNASTICS@LIVEACTIVE.CO.UK with your child’s name and age and the coaching team will contact you to advise on availability in our classes. SWIMMING & SWIMMING LESSONS  Q. IS PERTH LEISURE POOL OPEN? Yes and swimming lessons recommenced week beginning 25th October. Q. WHAT WILL HAPPEN WITH MY CHILD’S SWIMMING DIRECT DEBIT? For those who attended the Perth Leisure Pool swimming lesson programme and remain frozen, you will recieve an email shortly regarding Direct Debit payments and lesson availability. Please note if you have cancelled your direct debit payment at the bank, your child will have been removed from the lesson programme and you will be required to re-enrol. Please email SWIM@LIVEACTIVE.CO.UKfor more information. Q. WHAT DO I NEED TO KNOW BEFORE MY CHILD RETURNS TO SWIMMING LESSONS? You’ll find details on what to expect before returning to SWIMMING LESSONS HERE. Q. I WANT TO CANCEL MY SWIMMING LESSON DIRECT DEBIT; HOW DO I DO THIS? To cancel your Direct Debit contact MEMBERSHIP@LIVEACTIVE.CO.UK but please be aware that our membership team are dealing with a large number of enquiries so responses are taking a little longer than normal. Q. HOW DO I BOOK MY CHILD IN FOR SWIMMING LESSONS? We are currently working to move all those who were attending prior to lock down into the new term so our waiting lists are closed. Any updates on available spaces or waiting lists reopening will be shared on our website and social media pages. Q. WHY HAS MY DIRECT DEBIT INCREASED FROM £17 TO £20? Your child's lessons increase to £20 when they turn 5 years old. We have frozen swimming lesson prices for 2021. Q. When are 1-2-1 lessons going to restart? We continue to follow Scottish Swimming guidelines which advises 1-2-1 lessons are not currently permitted. Q. The time and/or day I have been allocated is no longer suitable, how do I change this? Please email SWIM@LIVEACTIVE.CO.UK and include the venue name, we’ll have someone from your local venue contact you to discuss. Q. My child is struggling in their current lessons, what can I do? If your child’s instructor feels they are struggling, they will contact you to discuss options for other classes to help them. Q. I missed a direct debit, what do I need to do? Don’t worry, drop us an email to SWIM@LIVEACTIVE.CO.UK and we’ll discuss this with you. Q. I would like to enrol another child into swimming lessons, how do I do this? We are currently not able to take any new bookings and our waiting lists are closed. Any updates to this will be shared on our website and social media pages. Q. How can I find out who my child’s instructor is? This will be shown on the Home Portal. If you’re not sure how to sign up, drop the team an email to SWIM@LIVEACTIVE.CO.UK Q. My child no longer wants to participate in lessons, how do I can my Direct Debit? To do this just drop us an email to SWIM@LIVEACTIVE.CO.UKand we will remove your child from lessons and will cancel your direct debit for you. Please do not cancel your direct debit at the bank without notifying us. PERTH LEISURE POOL RELOCATED SWIMMING LESSONS Q. My child has been taking part in lessons in another venue, when will lessons move back to Perth Leisure Pool? Perth Leisure Pool swimming lessons will be returning in October. We are currently contacting previous customers by email with more information on when your child will return. Please ensure the contact details we have for you are up to date. Q. Will my child have the same lesson time as they had previously? They might not get the same lesson time as they did previously, but we will send you a list of all available lessons times when we send you an application form. Q. How do I change the day or time of my child's class before lessons restart at Perth Leisure Pool? Please email the Swimming Lesson team at SWIM@LIVEACTIVE.CO.UK Q. My child is in pre-school lessons at Loch Leven, but they go to school in August what will happen? We will move your child into Primary School lessons but will give you more information on this when we contact you in July/August. Q. My child is enjoying lessons in their alternative venue, do they have to move back to Perth Leisure Pool? Mid-week lesson participants are welcome to stay at their current venue. We will not be continuing weekend lessons at Live Active Loch Leven and Strathearn Community Campus when Perth Leisure Pool re-opens. They can either find an alternative day and time at their current venue or move back to Perth Leisure Pool. Q. My child is ready to move up to the next level, when will this happen? As soon as your child achieves the class criteria, they will be moved to the next level at the venue they're currently attending. SPORTS & CLUB  Adult Indoor Contact Sport can return as normal and therefore our venues will be delighted to offer various activities such as Badminton and Squash without the need to play within a household group. 5-a-side has also returned. Q. I HAD A CLUB BLOCK BOOKING IN ONE OF YOUR VENUES, CAN I REBOOK? Yes, we are currently taking individual and club sportshall bookings. Please contact your local venue for availability to book. Q. CAN I BOOK A SPORTSHALL SESSION? Yes, to see what is available in your local area and to book, please check our VENUES PAGESfor more details. EVERYTHING ELSE Q. WHAT ARE THE SOCIAL DISTANCING RULES? There is currently no social distancing requirement, however the Scottish Government have advised that you "Give People Space". Therefore we ask that you are mindful of other customers and follow any one way systems that are in place. Q. DO I STILL NEED A FACE COVERING Yes, unless you are exempt or under the age of 12, you are still required to wear a face covering when you enter our venues. We will continue to promote good hand hygiene and touch points will continue to be cleaned frequently throughout the day. Our gym customers are reminded that it is essential that you wipe down kit after use using the materials provided. IF YOUR QUESTION HAS NOT BE ANSWERED, PLEASE DROP US AN EMAIL TO LEISURE@LIVEACTIVE.CO.UK. Membership Information FIND OUT MORE BUY YOUR MEMBERSHIP ONLINE! More gyms, more pools, more classes. JOIN NOW OUR VISION To be the provider of choice in Perth and Kinross for everyone to 'live active' lives. SOCIAL CONTACT US SUPPORT US BOOK ONLINE JOIN NOW SMALL PRINT EMAIL Click here for our full list of contact details. PRIVACY POLICYCOOKIE POLICYTERMS & CONDITIONSSITE MAPPUBLICATIONS OF INFORMATION Registered Office: Caledonia House, Hay Street, PERTH, PH1 5HS. Registered in Scotland No SC042641 VAT Registration No: 1254634 26 A Company Limited by Guarantee and a Registered Charity No. SC000175. HOSTING BY MTC. SCROLL FOR MORE