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Published on: Tuesday 7th July 2020

Customer update

7th July 2020 

In line with current Government proposals, KAL are actively working to initially re-open a number of sites. Our phased approach is based on our capacity to reopen sites safely, where we can accommodate customers whilst ensuring social distancing is maintained as well as effectively implementing the required additional hygiene measures.

The sites in the earlier phases generally have larger floor areas and/or more flexible spaces to give KAL the opportunity to cater for the greatest number of customers in light of the reduced capacities we will have.

The health and safety of our members, staff and all those in the community is always our number one priority and we will be introducing a number of additional hygiene and safety measures which you’ll see in place when our sites re-open. 

KAL are pleased to confirm that, following the updated guidance from the Government, Bradley Park Golf Course is now open

We will continue to keep you updated as Government advice and our re-opening approach evolves.

In the meantime our team will continue to provide you with a range of wellbeing advice, competitions, fun family activities, home workouts and a range of other on-line material to keep you mentally and physically active at home. Please like our pages if you have not done so already and comment on our page if you would like us to include any other items. Here are links to all our pages:-

KAL Fitness

KAL Swim

KAL Wellbeing

We will continue to freeze all memberships free of charge, however, please find some individual answers below: -

What is KAL's phased approach to reopening the leisure centres:-

Initially we will open on a gym & class only basis followed by swimming.
Phase 1 Gym & Classes Batley Sports & Tennis Centre, Dewsbury Sports Centre,
Huddersfield Leisure Centre & Stadium Health & Fitness Club
Phase 2 Swimming Batley Sports & Tennis Centre, Dewsbury Sports Centre,
Huddersfield Leisure Centre & Stadium Health & Fitness Club
Phase 3 Gym & Classes Colne Valley Leisure Centre, Lockwood Park Health & Fitness Club & Scissett Baths & Fitness Centre


What about your other sites not listed above? When will they reopen?

The remaining KAL leisure facilities do not provide the necessary social distancing space for customer groups to safely make use of these sites. The number of people who could safely be accommodated in these sites also makes them unviable to reopen at the current time. Whilst we understand some customers will be disappointed their local site is not opening initially, we have considered this very carefully and have made this difficult decision to ensure the safety of our customers and staff. We will continue to regularly review all our facilities and consider reopening further facilities when it is safe and practical to do so.

What about sports and other activities?

KAL will keep all areas and activities under review and, in line with available government and national governing body of sport (NGB) guidance, seek to add additional activities and products to our reopening plans when it is safe and we have the capacity to do so. We will keep customers updated as and when we have further details.

I don’t use want to use any of the 4 sites you are opening initially– what happens with mymembership?

All KAL members will have an option to extend their freeze period by up to 3 months. We will provide details of how to do this in our reopening email to all
members.

If I choose to return on day 1, what will happen regarding my Direct Debit?
We appreciate some of the procedures we have put into place, along with amended capacities and the reduced number of KAL sites initially open, will mean that the early experience upon reopening may not be what our customers are used to. In recognition of this and as a thank you for sticking with KAL while we’ve been closed, those KAL members who return in the first month after
reopening will have their direct debt amended to just £5.

Will all your staff receive additional training to keep customers safe?

Absolutely. There will be specific training topics that our staff will need to complete before we reopen. This is to ensure they have all the information needed to be comfortable and confident in their role and how they will perform that role to keep themselves and our customers safe. We also really need our customers to help here, not coming to your local leisure centre if you’re feeling unwell, maintaining good hygiene standards and following the social distancing guidance
within each KAL site.

Are the opening times of the centres that are reopening likely to change?

To allow for extra cleaning in the leisure centres it is likely that there may be some slight changes to the previous opening times. As soon as we have confirmed these we will update all customers.

Members- What will happen with my membership?

All Direct Debit memberships will automatically be paused, free of charge, for the duration of the closure. However, we ask that you please do not cancel your Direct Debits as this will stop future access to the centres upon re-opening.  If you have cancelled your direct debit in error, please email our contact centre on contact.centre@kal.org.uk to request it is reinstated.

Upfront memberships will automatically be paused, free of charge, for the duration of the closure. Once we re-open, we will notify you by email of your amended expiry date.

I owe money for my membership - how do I make that payment?

Please contact DFC on 01908 422007 to make this payment as soon as possible.

I have a contract membership for 12 months will my contact date be automatically extended?

All contract memberships require members to make a minimum of 12 payments. Any period of non-payment or freeze does not count towards your number of contracted payments. If you have cancelled your Direct Debit in error, please contact us to reinstate as soon as possible as DFC make a charge of £25 for Direct Debit cancelled in contract.

What happens if my membership has already been on freeze for 3 months?

Do not worry these are exceptional circumstances and the COVID -19 freeze will be classed as totally different to our normal freeze terms and conditions. We will continue to freeze your membership whilst our sites are closed.

What will happen when you re-open?

We will notify all members via email and text message.

I have realised that my email or mobile phone number is not correct – how can I update it?

Please email us on contact.centre@kal.org.uk with your new details and we will update your record. It is very important that you keep your details up to date as we will always communicate with you via email.

Aquatic Lessons

All Direct Debits for swimming lessons will automatically be paused for the duration of the closure. You will not be charged for the period we are closed. 
 

Will my children still be enrolled in their usual swimming/tennis classes, same day and time, when the site reopens?

We are currently working on when our swimming program will resume, however, please ensure you have an active Direct Debit to retain your place when we are back up and running normally. By cancelling your Direct Debit, this removes your child from their swimming program and opens this place up to our waiting list. We cannot then guarantee your child a space on this program.

Block Bookings Aquatic lessons

If you have already paid for your lessons you will receive a credit for ones that have been cancelled during the closure period.

Flexi Card holders

For all customers who hold a Flexi Card we will automatically extend the expiry date to cover the period of the closure.

Party / Group Bookings / Pre- Booked Activities

You can choose to move their booking, or we will issue a credit note to be used within 12months of us re-opening.

Should you wish to contact us during the closure period, please email our Customer Service Department on contact.centre@kal.org.uk

Please keep safe and healthy and our team are looking forward to welcoming you back.

KAL Team

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