FAQs •

FAQs

Here you’ll find answers to the questions we get asked the most about move Urmston, facilities and memberships.

BACK TO PAY AND PLAY FROM 4TH AUGUST

We successfully reopened our doors at move Urmston, Stretford Leisure Centre, Altrincham Leisure Centre and Sale Leisure Centre at the end of July and are now in a position to welcome you back for ‘pay and play’ sessions from the 4th August.

You will be able to join us for gym sessions, lane swimming, group exercise classes and badminton.  At this stage, we are unable to bring back squash and table tennis due to space and government guidelines.  Please note that all activities will need to be booked in advance via our app or website.  You can start making bookings in advance for swimming, the gym and classes from the 4th with our badminton bookings live from the 6th August.

If you pay as you play you can book 5 days in advance. Members can book 7 days in advance.

If you would like to use the gym at move Urmston you must book an orientation session prior to use and this will enable you to operate the new equipment. The orientation is available to book online via the website or through its app.

Please note that the orientation is not an induction and inductions are not being offered until December 1st.  The induction at move Urmston is a much more detailed one hour process. All customers will have had their orientation and on the most part know how the equipment is operated. You’ll will be able to book the induction session from late September through the app. A level three qualified instructor/PT will take the induction. The induction is an opportunity to go into much more detail on mywellness and present the member with a detailed programme which includes the option of a full health check on the Tanita scales. The induction will lead into the members 12 week journey.

Please note! Once you have submitted your booking for any pay and play activity, unless otherwise stated, it cannot be cancelled, refunded or rearranged to another date or time. You will only be entitled to a refund if your pay and play activity is cancelled by Trafford Leisure for circumstances beyond our control.

BACK TO YOUR FITNESS MEMBERSHIP

Initially we are enabling only our members to return. This includes those who froze their membership during lockdown. If you continued to pay during lockdown you will be able to start using your membership again from 27th July 2020. You will also benefit from a 50% reduction off your August fee, as a thank you from us for your continued support. If you have frozen your membership, you’ll also be able to start using your membership from Monday 27th July 2020. You will benefit from a 25% reduction off your August fee as a thank you from us for keeping your membership.

We are reopening in phases to keep everyone safe and we will be contacting all of our members who have cancelled between April – June 2020 to enable them to re-join again before we reopen selling memberships to the public.

If you have continued to pay your membership between April – June or if your membership has been frozen, your membership will automatically be reactivated from the 27th July 2020.

Your membership DD payment will not be taken until your chosen payment date in August 2020. However if your payment is normally taken on the 1st of the month, this this will be moved to 8th August for August 2020 only and will resume to the 1st of each month thereafter.

You don’t need to do anything! Taking payment on the 8th August instead of 1st August provides all of our customers enough time to advise us if they would prefer to remain frozen for one more month. The deadline for customers advising Trafford Leisure if they wish to remain frozen is the 31st July 2020.

When we closed our doors on the 20th March, we still owed you 11 days of membership dues for that month.  If you continued paying your membership April – June we are giving you 50% reduction off your August 2020 membership fee as a big thank you for your continued support. For those of you who stayed with us by freezing your membership between April-June and not cancelling you will benefit from a 25% reduction off your August fee as a thank you from us for keeping your membership.    If you are a customer that pays for their membership annually, we will automatically be extending your membership by four months, for the four months (April, May, June, July) that we were closed.

If you are a customer that pays for their membership annually, we will automatically be extending your membership by four months, for the four months (April, May, June, July) that we were closed.

Yes, we will automatically be extending your BOGO membership by four months, for the four months (April, May, June and July) that we were closed. Please note: these memberships are no longer available for new customers.

If your centre is reopening and you are not ready to return we will continue to freeze your membership for free for a further month until 31st August 2020. Please let us know before the 31st July if you wish to remain frozen here.

If you are shielding or pregnant you can contact us and we will consider with you on an individual basis. If you have a fixed membership with us it cannot be cancelled however you can continue to freeze for up to 3 months.

If you are over the age of 70 your membership will be kept frozen; however if you are wanting to return please do contact us directly if you would like your membership to start straight away. We would love to welcome you back!

If you have a flexible contract you can cancel, however we have relaxed our terms and conditions due to our COVID-19 closure and you can freeze for free in August. If you would like to cancel your flexible membership please apply to cancel here and a member of our team will contact you.

Please see your membership terms and conditions here.

If you have a fixed membership with us it cannot be cancelled however we have relaxed the terms and conditions due to our COVID-19 closure and you can continue to freeze for up to 3 months if you are not quite ready to return, shielding or pregnant.

Please see your membership terms and conditions here.

No, Trafford Leisure will be honouring this promise and members that continued to pay or froze during lockdown will have their membership price frozen until 31st January 2021. (Dedicated members of the customer hub team will communicate directly with all members impacted during December and January).

If you have a question about your annual, fixed or flexible membership we are here to help, please contact us by email or telephone 0161 749 2570 and a member of our Customer Hub team will be in touch.

I would like to become a member, how do I join?

We regret that we are unable to welcome you as a new member and the offering of being able to purchase a membership will not reopen initially until space becomes available, however we hope to welcome you as a new member as soon as we can. In the meantime please register your interest here and we will be in touch with you as soon as we can to enable you to become a valued member of Trafford Leisure.

We have select memberships available to buy online, please visit our memberships page for more information.

From Monday the 27th July the opening hours of the hub are Monday to Friday 9am – 8pm and Saturday – Sunday 9am – 4pm. Please contact us by email where possible rather than a telephone call in the first instance because we are operating a small Customer Hub team.

There are a number of important changes to how the centres will operate and we are asking members to kindly abide by the rules for both their own safety and the safety of others.

  • We’ve completed a thorough deep cleaning of move Urmston, Stretford Sports Village, Altrincham Leisure Centre and Sale Leisure Centre whilst we’ve been closed.
  • Developed online pre-booking systems via our app and website.
  • Our teams have undertaken extensive ‘COVID-19 prevention training’ whilst we’ve been closed for staff and customers.
  • Limited the number of customers in certain areas of the centres.
  • We’ve marked out areas to comply with the social distancing rule.
  • We’ve added signage throughout our centres to help keep you safe.
  • New cleaning schedules and procedures, including continuous cleaning of high-touch areas.
  • You’ll find hand sanitisers at the entrance and throughout the centres. Keep your hands clean!
  • All check-ins for your pre booking upon arrival will be distanced and contactless.
  • You’ll find hygiene stations in the workout areas and wipes for you to wipe down equipment before and after use to keep your hands clean.
  • Workout equipment has been rearranged to keep your workout distanced, we ask you to keep a 2m distance between staff and customers at all time.

Please wait outside and away from the entrance or in your car until your booked time. Upon arrival, you’ll see a marked out waiting line for your booking. Please follow the social distancing rule.

Car Parking is for our customers only and free. Upon arrival at the centre, you will need to input your registration number into the system to allow you to access the free parking.

Each activity has time slots to allow for cleaning in between and to ensure we do not go over maximum capacity. We will control the maximum number of people that can workout at any one time. Maximum capacity has been worked out following Government guidelines.

Download our app because it’s the quickest and easiest way to pre-book. You can also book via our website. Simply click here and you’ll find a guide and video explaining how to download our app.

There will be someone to meet and greet you to show you the way. You will be checked-in by the member of staff who meets and greets you. Please follow social distancing rules. The check-in for your pre-booking upon arrival will be distanced and contactless.

PPE has been provided to our teams where they wish to use it or where their role requires it. Please do not be alarmed by this as this is for both for your safety of others. We will continue to follow government guidelines regarding PPE.

Members and spectators are expected to wear a suitable face covering at all times in circulation areas unless medically exempt to do so.

Based on government guidelines there will be no drinking fountains until further notice. Please bring your own water as the water fountains will not be in operation. Our vending machines will remain open at Altrincham Leisure Centre, Sale Leisure Centre and Stretford Leisure Centre.

Please do not bring a sweat towel with you. Single use – disposable cleaning wipes, cleaning spray and disposable roll will be provided.

Where possible arrive ‘dressed’ for your workout or ‘beach ready’ for your water activity and please shower at home to reduce the traffic and potential contact in the changing rooms. Initially, showers and changing will only be available for our swimming customers.

GETTING READY FOR YOUR PRE-BOOKED VISIT

Download our app for pre-booking your activities.

Please read FAQs carefully and visit our COVID-19 guidelines and video to help you stay safe.

All activities must be pre-booked online in advance to ensure social distancing and maintain a maximum number of members in the centre at one time, members must wear a face mask in-between activities. For your safety there is no admittance without a pre-booking. You can book in advance via our app or website.

An orientation at move Urmston allows members to get started and be provided with a brief overview of the gym and fitness areas within a 50 min time period, which also allows time for each member to still complete a small workout.

During these orientations members will be advised on how to download the mywellness app, if they have not already done so, and be shown how this can be accessed via the tile on the twmove app. A short overview of mywellness and its capabilities will be explained whilst on the orientation.

The new member will also be presented with their RFID wristband and advised of the layout of the facility. During these socially distanced times we will not be providing formal tours of the site, this is to ensure members have the space to walk whilst socially distancing around the centre during the allotted time frame for activity.

The orientation does not go into full details about individual programming, a full induction will be offered to all members with a full programme from the 1st December.

Existing Trafford Leisure members can start booking an orientation from Monday 10th August 2020. The cost of the orientation is just £2.00, and members will be issued with an access fob on arrival. If the existing Trafford Leisure member would prefer a move wristband, this can be purchased at the cost of £7.50.

An induction is not being offered until December 1st.

Our induction at move Urmston is a much more detailed one hour process. All members will have had their orientation and on the most part know how the equipment is operated. A member will be able to book the induction session from late September through the app.

A level three qualified instructor/PT will take the induction. The induction is an opportunity to go into much more detail on mywellness and present the member with a detailed programme which includes the option of a full health check on the Tanita scales. The induction will lead into the members 12 week journey.

BACK TO THE GYM

Please book your desired time slot in advance and online to use the gym. You will not be able to access the gym without a pre-booked session. Please pre-book via our app or website.

There are no restrictions in place, however we are asking you to be fair and think of others because of capacity and less spaces. We will monitor closely and we hope that we don’t have to bring any restrictions in.

If you book more than one activity the member must come at start of first allotted time and must come out between sessions to allow for essential cleaning.

There are no restrictions in place, however we are asking you to be fair and think of others because of capacity and less spaces. We will monitor closely and we hope that we don’t have to bring any restrictions in.

If you book more than one activity please leave the building and again wait outside or in their car until their next time slot to ensure the centre capacity is managed and we have the time to do our cleaning.

The time slots are 50 minutes of activity, which provides us with 10 minutes for changeover and we will clean the gym equipment in this time.

Please arrive ‘gym ready’ in your gym attire.

  • Wipe down equipment before and after use using the materials provided.
  • Floor stickers and signage will guide you to the gym areas.
  • Please follow the one-way system in place.
  • You’ll find hygiene stations in the workout areas. Please wipe down your equipment before, and after use.
  • Workout equipment has been rearranged to keep you safe and your workout distanced.
  • Allow adequate social distancing between you and fellow gym-goers at all times.
  • Our team will be sanitising all equipment throughout the day.
  • Sanitiser stations are available throughout the centre for customers to use.

Some of the equipment has been taken out of service to enable social distancing measures. If you are not sure what gym equipment you can use, please ask a member of staff.

We will update you again on PT once our members and pay and play customers have been welcomed back.

BACK TO GROUP FITNESS CLASSES

We have adapted the class timetables, our spaces and class occupancy to ensure you get a great group workout experience and a fantastic variety of classes. You’ll see that some of the classes are 30 minutes, 45 minutes and 50 minutes. We have timetabled classes in our Sports Halls to allow adequate social distancing between you and fellow class-goers at all times at Altrincham Leisure Centre, Sale Leisure Centre, Stretford Sports Village and move Urmston. Sale Leisure Centre will be providing pre-bookable Les Mills virtual SPRINT and RPM classes from the 13th August and move Urmston will provide premium classes for move Urmston members, such as Les Mills virtual – THE TRIP.

Different areas of the centres will be used for classes and workouts to give everybody the distance they require. Some of our centres might be a little tired, but what we do have is the space and capacity to be able to provide you with your highly valued, instructor-led training, in our large sports halls with high ceilings. Floor stickers and signage will guide you to the class. 

For your effective workout bursts we have classes/activities from 30 -50 minutes. Swim 50 minutes, Group Exercise 45 minutes, Fitness Gym 50 minutes, Small Class 30 minutes, Spin 30 minutes, THE TRIP 45minutes. Please see the class timetable here and pre-book.

Currently Stretford is running Spin classes throughout the week which all members can attend. Sale is introducing virtual spin (Les Mills RPM SPRINT) which is available to all members. Move urmston provides Les Mills RPM SPRINT for all members, with premium members also able to access THE TRIP.

Where possible please bring your own class equipment e.g. mats. Please bring your own water bottle to the class. Please do not bring a sweat towel because it can spread the Coronavirus from surface to surface.

Changing rooms will only be available if you have booked a lane swimming slot with us. Please arrive ‘class ready’ in your workout attire.

Yes, due to popular demand we will continue to deliver live streaming classes on Facebook, only this time instead of from the homes of our instructors which occurred during lockdown, they will be live from move Urmston.

 

Juniors from the age of 14 can take part in classes, apart from spinning where they need to 16 or above.

BACK TO SWIMMING

We’ve had to adapt various elements of our pools due to COVID-19 and to protect the safety of our customers and staff. Initially, we will only be running lane swimming and we hope to run some intensive swimming lesson courses in August and family bubble swimming sessions and swimming lessons in September.

Yes, all activities must be booked online in advance for each person coming swimming, even children – either through the website or app before visiting the centre. You will not be able to turn up and swim without a booking.

Sessions will be 50 minutes long to allow cleaning of changing facilities. All swimming sessions must be booked online in advance – either through the website or app.

When entering the pool, please select the correct lane for your ability – slow, medium or fast – and choose an appropriate stroke, so for example, please do not swim butterfly if the lane is busy.

When using the pool, please don’t overtake other swimmers to allow for a safe distance at all times. Please be prepared to move lanes if the lifeguard asks you to. In this first stage it is a requirement that customers can swim a minimum of 50 metres. Capacity in the swimming pool has been reduced for everyone’s safety. Please remember that your fellow swimmers are of different standards and abilities and you will be using the pool at the same time, so please respect everyone’s right to enjoy their swim.

Changing rooms will only be available if you have booked a lane swimming slot with us.

Changing rooms and pool equipment will be cleaned in between booked time slots.

Please arrive at the centre ‘beach ready’ with your swimsuits under your clothes.

Please use the cubicles and designated changing areas provided. Lockers will remain in use however some may be put out of action to control social distancing and to help clean. Showers if required, please keep duration to a minimum, where possible please shower at home to help traffic in the changing room. Social distancing signage: Floor markers will be applied to show where to stand and where relevant, directional signs indicating one-way systems.

Please adhere to the one-way system in place.

Spray and cloths will be provided in the changing rooms for you to use on high-touch points.

Please adhere to the social distancing rule.

Where possible please use the same changing cubicle before and after your swim.

 

You can spectate swimming lessons while wearing a mask.

Please bring your own swimming aids as there’ll be no be no swimming equipment available. If you wish to use a noodle, armbands or float, then you must bring your own.

Yes, you can pre-book now at Sale Leisure Centre, Stretford Sports Village, Altrincham Leisure Centre and move Urmston for intensive learn to swim courses. For more information please click here.

Family bubble sessions are available to book in our small and main swimming pools where available, you can choose this when booking your session. Children swimming in the deep end will need to be able to complete water competency test which is 25 metres and 30 seconds treading water without stopping.

  • Family Bubble Swim, up to 6 family members – 2 Under 8’s per adult (from the same household).
  • Mini Family Bubble Swim, up to 4 family members – 2 Under 8’s per adult (from the same household).
  • Ladies Only Family Bubble Swim, up to 6 family members – 2 Under 8’s per adult (from the same household).
  • No safety equipment provided but you can bring your own.
  • Come “beach ready” with swimwear already on underneath clothes
  • Maintain social distancing at all times out of your family bubble

This is a paid session and isn’t included in any of our memberships. See our swimming timetable here.

BACK TO SWIMMING LESSONS

In order to request your child onto their course, you will be able to log on and choose the class you wish to book back on. This avoids the need to email or phone if you know the stage your child was at prior to lockdown. We understand parents are constantly juggling the challenges of parenting and working, as well as school holidays, and felt this was the fairest way to organise rebooking. There will be more availability now than in March, as we are not currently accepting new members or taking bookings from cancelled members. This means that you, our loyal customers, should be able to request the day and time slot that suits your family. Within 2 working days of the request, you will receive a confirmation email to confirm your child’s place on the course.

To book your child onto their course please pre-book online HERE

Once the course has been requested we will not be offering any amendments until Monday 5th October. Please ensure you have selected the correct day/time that suits your needs. You’ll be able to contact the customer hub to make any amendments from 5th October.

Teachers will deliver lessons from poolside and our teachers will adhere to government guidance and maintain social distancing

We ask that only one parent/guardian attends with each child where possible

There will be signage, social distancing markers and sanitisers in place and a new cleaning schedules are in place. Members and spectators are expected to wear a suitable face covering at all times in circulation areas unless medically exempt to do so.

We ask that children come beach-ready to minimise time in changing rooms and only arrive five minutes before the lesson is due to start. This simply means they have their swimming trunks or costumes on underneath their clothes

We advise that you shower at home rather than at the centre where possible

We ask that you wear a mask when spectating. We still need parents to remain in the centre, but where possible please limit spectators. We know it’s not easy but your support will really help. Some sites may allow spectating on poolside depending on space

Please rebook your child’s swimming lesson by pre-booking online. All other leisure activities are pre-bookable only, ensuring we have comprehensive track and trace and controlled maximum numbers at all times

Our trained staff will be on hand to support, guide and advise you.

Your membership will be unfrozen once you have confirmed the space.

Your direct debit will be reactivated and collected on 15th September.  Going forward your direct debit will come out of your account on your normal selected date. Your direct debit price will remain at the price stated in the email we have sent to you 02/09/2020, and as advised in February. We guaranteed to freeze this price for at least the next six months; a thank you from us for remaining with us during this difficult time.

BACK TO RACQUET SPORTS

 

Good news! Singles badminton is back!  We know how popular our badminton courts are and we are delighted to announce that the courts where we have available space will be available from the 6th August 2020. As with all activities now, this will require booking in advance. Don’t forget to download our app HERE if you haven’t already done so.

We ask, that you remain two metres apart as far as possible. To ensure social distancing between adjacent courts is maintained, please use the singles court markings. Stay alert and safe, by keeping at least two metres away from other players, including during play, whilst taking breaks and before and after play. Do not make physical contact with other players (such as shaking hands or high fiving). Avoid chasing the shuttle down towards another court if other players are using it. Once we are happy that social distancing can be achieved for singles, we will consider time slots for family bubbles and doubles in line with government guidelines.

At this stage, we are unable to bring back table tennis due to space and government guidelines. Returning table tennis is being explored now and we are hoping to bring table tennis back in November.

We aren’t currently hiring equipment out due to COVID-19 guidance. Please bring your own ready to play.

We ask that members consider others, we have limited badminton slots available so ask you only book 1 court for 1 hour.

ACTIVE TRAFFORD

Active Trafford pass holder is an individual specialist membership that ensures that where financial support is required for someone to be active, they can access facilities and activities at the leisure centre. An individual Active Trafford pass holder will be able to access swimming, fitness gym and classes online and benefit from a 50% discount.

Active Trafford pass holders may also play badminton. An Active Trafford pass holder may play with both members and pay and play customers. In this instance, the Active Trafford pass holder should make the booking to ensure their discount is applied.

The meet and greet staff/team will need to check that your membership and Active Trafford pass is valid and live upon your arrival.

Yes, we have reduced the risk of the spread of COVID-19 to staff and customers by not taking payment at the centre during this second stage of opening. You can book in advance via our website or app.

 

Active Trafford Pay and Play customers can only access activities during active Trafford times 8am until 4pm Monday to Friday plus Saturday and Sunday 9am until 12 noon.

We have considered how best to approach this during these uncertain times, and have taken into consideration each Active Trafford category separately. We have made the process of renewal simple for both staff and customers.

  • Active Trafford Benefits (Low income or Unemployed) – renewable every 3 months
  • Active Trafford 65 years & over – Lasts for 3 years from the date taken out
  • Active Trafford Disabled – Lasts for 3 years from the date taken out
  • Active Trafford Student (Full-time)

Please present proof of your status on the first visit to show that you are eligible for the type of scheme you have purchased online.

Active Trafford student pass and low income/unemployed will cost £5 per three months.  In order to renew every three months, you will need to present proof of student status or unemployment/low income on your first visit after each renewal.

We look forward to welcoming our roll of honour customers back from the 4th August, please contact the customer hub to re-activate your pass.

The GP referral programme is not currently running. We will be back in touch once the scheme relaunches.

Will you have a phased reopening approach?

Yes! It’s been a long four months since we announced the closure of our centres, and we couldn’t be happier to start welcoming you back through a managed and phased reopening of our sites from the 27th July 2020.

 

What was the first phase?

Our first phase was the successful reopening of Altrincham Golf Course and the Driving Range.

 

What is the second phase?

Our second phase will be the reopening of move Urmston, Stretford Leisure Centre, Altrincham Leisure Centre and Sale Leisure Centre on the 27th July, with pre-booked activities including the gym, swimming and group exercises being available to all our members, including those who froze their membership during lockdown.

The Grammar, Partington Sports Village, Stretford Talbot and OT Sports Barn will continue to remain temporarily closed; however we are working hard to be in a position to reopen safely and in accordance with government guidelines from September.

During the pandemic, George H Carnell leisure centre has been repurposed for the benefit of the community by the NHS Manchester Foundation Trust only. For the foreseeable future the trust will continue to operate some of its key services for the residents of Trafford from this location.

Swimming Clubs can also return from the 27th July. Please liaise directly with your local swimming club for further information. Further details, including our plans for gymnastics, swimming lessons, sports and clubs are to follow in due course.

We will keep this page regularly updated throughout our phased reopening approach to bringing your Leisure Centres and activities back. Thank you for your continued support.