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About our Customer Service Team

When I call, am I through to the Leisure Centre?

No, you are through to the Customer Service Team. We take all calls and enquiries for all Nottingham City Council Leisure Centres, and are able to help you in any way.

Can I book activities online?

Once you have an Active Nottingham account, you can book and pay for activities online. You can download our app from the App Store and Google Play, just search ‘NCCSport’ or visit our dedicated booking website; www.booknottinghamsport.co.uk

If I make a booking, when do I need to pay?

To secure your place, payment will be taken at the time of the booking.

About the Active Nottingham community

What is an Active Nottingham account and how do I get one?

An Active Nottingham account is a free account that is set up after you have registered on our booking system. Creating an Active Nottingham account will allow you to book online and get a discount on activities.

What is the difference between full, concession, and Active Nottingham prices?

Full price is the price you pay for any activities and do not have an Active Nottingham Account.
The Active Nottingham Member price is for those who have a registered Active Nottingham account with us.
Concession rate is for City residents who are over the age of 60 or in receipt of benefits. This price also applies to any child who lives within the City boundary.

What benefits allow me to claim the concession price?

To be granted up to 50% off you will need to be a Nottingham City Council resident in receipt of Jobseekers Allowance/Universal Credit, Income Support, Employment and Support Allowance, along with DLA/PIP. A benefit award letter dated within the previous 3 months and proof of residency must be shown at reception in order for this to be applied. Proof of ongoing eligibility to access this rate will be required annually.

I lost my Active Nottingham card/fob/wristband, can I get a replacement?

Of course, a replacement Active Nottingham card/fob/wristband can be purchased at reception for £3.00

About our leisure centres

Is parking available at leisure centres?

All centres apart from the Victoria Leisure Centre in Sneinton have their own car park. For Victoria, your nearest Car Parks are: Brooke Street and Handel Street pay and displays.

There are gaps in the swimming timetable; does this mean we are able to swim at these times?

Unfortunately not. Any gaps in the Swimming Timetable means the pool is closed to the public. This could be due to swimming lessons, private hire or maintenance for example.

About our gyms

Do I need an induction to use the gym?

Yes, gym inductions are mandatory across all our leisure centres and can be booked by calling 0115 876 1600.

How old do you have to be to use the gym?

Active Nottingham members can use the gym from 14 years of age but must be accompanied by a responsible person aged 16+.

About swimming

How old do you have to be to access the pool on your own?

Children from 8 years of age can access the pool on their own. Children under the age of 8 must be accompanied in the pool by an adult ages 16 years plus.

I require support to get into the Pool; will I be able to get some assistance?

All of our pools have pool hoists. If you require any further assistance please speak to reception on arrival where a member of staff will be happy to help.

About Direct Debit memberships

How do I sign up to the Direct Debit memberships?

You can join one of our Direct Debit memberships, by either visiting the leisure centre of your choice or phoning the Customer Service Team on 0115 8761600.

When is my Direct Debit taken out of my bank account?

Direct Debits are collected on the 5th day of each month or the next working day where the 5th falls on a weekend or Bank Holiday.

How do I cancel my membership?

You can cancel your membership as per your Terms and Conditions by contacting the Customer Service Team on 0115 876 1600 or by completing our Membership Cancellation Form.
To process your cancellation we will need you name, address, date of birth and the membership you wish to cancel.
All cancellations require a 30-day notice period from the next Direct Debit collection date.

Is there an option to freeze the membership?

We can freeze your membership and will need you to contact us with 30 days notice of your next payment to enable us to process your request.
You will be charged £6.99/month for freezing your membership. You can freeze your membership for a minimum of 2 months and maximum of 4 months.
Freezing is not applicable on coached memberships such as Swimming and Tennis lessons.

I am in a Membership Agreement (12 Month Contract), can I cancel?

You are unable to cancel if you are still within the initial term of the agreement, (11 full fee Direct Debit payments), unless the following conditions are met:
You move more than 25 miles away from the site you signed up at You are made redundant or are declared bankrupt You are unable to train due to medical reasons. In these instances proof will be required upon cancellation request.

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