FAQs

Do the activity sessions have to be booked in advance?

No but customers can pre-book activity sessions in some cases.  We strongly advise pre-booking for classes to guarantee your space.

They can be booked and paid for using the Active App or by telephoning the Centre.

Are there time limits for Gym sessions?

No, you are welcome to stay as long as you wish, within our opening times.

My "pay to play" activity has been disrupted/cancelled, can I get a refund?

Yes, please contact the Customer Service desk on 449888 who will arrange a refund for disrupted and cancelled activities paid for in advance.

What is the minimum age to use the gym?

14-year-olds can use our gym but must be accompanied by an adult and they can only use cardio equipment. 

16-year-olds can use the gym without being accompanied by an adult but must complete a compulsory gym induction.

Are dogs allowed on the playing fields?

Dogs aren’t allowed on the playing fields. In accordance with the law:

  • Dogs are not permitted on the playing fields at any time
  • Your dog must be kept on a lead and within the confines of established paths while it is in the park
  • You must clean up any dog mess deposited by your dog or you could be fined £1,000
Why can’t the waiting lists be managed in the order of your position in the list – i.e. 1st on the list to get first refusal of the next available slot?

Unfortunately, offering slots to the first person on the list, before anyone else, would slow the process down considerably, and could result in slots not being filled if they don’t see the email in time, or if they choose not to respond.

Can something be done to reduce the members stress caused by having to constantly check emails?

We have considered various options regarding wait lists and have requested support from the system providers as we continuously aim to improve the customer experience. For now we would encourage customers to check their emails as often or as little as they feel comfortable doing and use the system in a similar way to when they checked the app for spaces. The chances of obtaining a slot will be the same as it was on that basis.  

Some classes are really popular, can they be moved to the Blue room to accommodate more numbers?

The Blue room is currently in use by various community groups and these activities are likely to expand, therefore we do not intend to move Active membership classes back to the Blue room.  We continuously monitor class attendances and movements on the waiting lists to determine the best available space for our classes. We are lucky to have some incredible instructors, who are very popular. Our program coordinator continues to work diligently to allocate the most appropriate spaces available for the demand in each class and reviews this monthly.

Some classes have lots of people on the wait list as soon as its available to book – your spaces just aren’t big enough, what are you doing about that?

We are intending to open facilities such as Langford and Oakfield to Active members outside of curriculum times later in 2024. We will advise customers as soon as we know more. We have also identified that people are adding themselves to multiple wait lists for classes held at the same time, in the hope of securing a single slot. This is perfectly fine, but we wanted you to know this, as it also highlights that the number on the wait list, is not an accurate reflection of the demand in that class.    

Surely member classes should take priority over other community usage?

At Active our membership is incredibly important to us, however, as Government facilities we have an obligation to provide facilities for activity to all islanders.

Springfield simply isn’t big enough to accommodate the numbers that were at Fort Regent previously, what are you doing about that?

Some of our classes, particularly those that are during the day, are over-subscribed, however, the class program overall is only achieving around 71% booking rates and unfortunately not all customers attend when they make a booking for various reasons. We continuously monitor our programs to ensure a balanced provision on class types and under-performing classes will be taken out and replaced so we can best serve our customers with the resources we have available to us.  At Fort Regent we had a facility with the capacity for around 8000 members, however, only around 1500 members were using the facility, with around 2500 members using Les Quennevais. Springfield does feel smaller, as we were spoiled for space at Fort Regent, but Springfield does have capacity for our current membership and more. We are also intending to open facilities such as Langford and Oakfield to Active members outside of curriculum times later in 2024. We will advise customers as soon as we know more.   

What are you doing about class “no shows”?

In the first quarter of 2024 we intend to introduce a new automated process for identifying those that regularly book classes, and then fail to attend without cancelling in good time. Before we do this we want to establish good practice of the instructors to record attendances accurately using the in class tablets. We will notify customers ahead of doing this and remind all of the importance cancelling their class at least an hour before the class starts to avoid any penalty. It is likely the penalty will be in the form of restricted booking privileges for a period.

The downstairs studio feels cluttered and doesn’t feel like a “Mind and Body Studio”, what can you do to improve this space?

We are currently looking at alternative arrangements for the equipment storage needed for the room and screening for the glass doors that currently look over the bin storage outside has been installed. Subject to budgets, in 2024 we will look to install mirrors on the opposite wall to those currently installed to make the room more user friendly – i.e. for class attendees to check their form following instruction.

What is on offer at the newly developed Springfield?

The new facility has a new 75 station gym with free weights, cardio and fixed weights areas, a Mind & Body Studio, a state-of-the-art Spin studio and large studio suitable for circuits, Boxfit etc.

What are the opening hours of the centre?
Are lockers available at Springfield?

Yes, there are lockers in the changing rooms. The lockers require a padlock and we provide one in the member welcome pack.  If you lose your padlock, they are available to purchase from the front desk.

Lockers should only be used for the duration of your visit. All lockers will be emptied when we close for the day and any items left behind will be taken to lost property (main reception).

Is there a Sauna and Steam at Springfield?

No, there is not a sauna or steam at the new facility.

The parking is already busy at Springfield, due to football programs etc. How will members be able to park?

Additional spaces have been added with exclusive use of one area for Active Permit holders only and additional overflow spaces available at Springfield School after 5pm weekdays and at weekends.

Is Squash/Racquetball available?

Squash is available at Fort Regent & Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 449888.

Is badminton available?

Badminton is available at Fort Regent & Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 449888.

 

Are there Water Fountains available?

Yes, for bottle refill only. Please remember to bring your own water bottle, you are not permitted to drink direct from the fountain.

I have left an item behind after visiting Springfield. Can I get it back?
If you have left something behind or have lost something at Springfield, please speak to a member of our staff as it could be in our lost property.
The maximum length of time that we can keep found items is one month. After that it is sorted and given to charity, so please come and speak to a member of staff if you have lost something.
Are the swimming pools, including the small pool and spa area open?

Both Pools are open and there is no longer need to book in advance.

Are the changing rooms and showers open?

Yes, we have enhanced cleaning programs in place and are also asking customers to support us in keeping these open by sanitising touchpoints with the materials provided after using the shower and change facilities.

Is the sauna and steam open?
Yes. Please remember to bring a towel whilst using the sauna. To avoid damage to the sauna we respectfully ask customers now to please bring and sit on a towel whilst using the sauna. This reduces sweat, and swimming pool water damaging the benches and makes for a more comfortable and pleasant sauna experience for all. Thank you for your understanding.
What size are the lanes?

Normally we will have 4 standard lanes open for lane swimming and an open area for general swimming. 

Is the Viewing Balcony open?

Yes, the balcony is open.

Is the Café open?

La Piscine Grab and Go Café and Coffee Shop is open between 9am and 6pm Monday to Friday and between 8am and 4pm on Saturdays and Sundays. 

Do you have Autism Friendly Swimming Sessions?
Is Squash/Racquetball available?

Squash is available at Fort Regent & Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 449888.

Is badminton available?

Badminton is available at Fort Regent & Les Quennevais. Bookings should be made and paid for using the Active App or by telephoning the Centre 449888.

 

Are there Water Fountains available?

Yes, for bottle refill only. Please remember to bring your own water bottle, you are not permitted to drink direct from the fountain.

Can we still visit Fort Regent for sport and fitness activities once Springfield has opened?

Fort Regent Gym will be relocated to Springfield, along with all classes from the 15th May. You can still book and play badminton, squash, and table tennis although we advise booking in advance, using the App or by calling 449888 before visiting site.

Can we visit Fort Regent for Sport and Fitness Activity whilst the Vaccine Centre is there?

Yes, all activities are running quite separate to the vaccine centre which is contained within the Queens hall.

Can I still play table tennis at the Fort?

Yes, bookings should be made and paid for using the Active App or by calling 449888. You can play at the weekends only, subject to availability.

Are the changing rooms and showers open?

No, the changing rooms and showers at Fort Regent will be closed from the 15th of May.

Is the sauna and steam open?

No, the sauna and steam at Fort Regent will be closed from the 15th of May.

 

Is the café Open?

Yes. The café will remain open at the Fort and will continue to be run by Empire Prestige.

What will happen to Fort Regent when the gym and classes move?

Along with Squash, Table Tennis and Badminton, some private clubs will still hold sessions from their facilities at the Fort until Oakfield is ready. This is now not expected to be ready for 18-24 months. The Café, Playzone and Vaccine Centre will still be running from the centre until further notice.

Why not refurbish the Fort for Sports instead of moving to new facilities?

The age, size and scale, as well as the historical significance of the building, makes refurbishment of the Fort for Sports, financially untenable. The much lower investment needed to deliver purpose built sports facilities will help us continue to provide the local community with accessible and affordable sports and fitness facilities in the long term.

Will the Gym at Fort Regent close before Springfield Opens?

No, the gym at Fort Regent will not close before the new gym is open.  The last day for Fort Regent Gym will be the Sunday 14th May.

Can I still play squash at the Fort?

Yes, bookings should be made and paid for using the Active App or by calling 449888.

Will my Gym/Karate/Other Club activity close in May?

Please check with the club you attend. The Active Gym move will not directly impact private club activities.

Will the Playzone still be at the Fort?

Yes, the Playzone will continue to be operated at Fort Regent until further notice. Please check the Fort Adventures website and Facebook page as opening times may vary.

Can I still play Badminton at the Fort?

Yes, bookings should be made and paid for using the Active App or by calling 449888.

What is the new 'Fob Entry System’?

The new `fobs’ will replace Membership Cards and can be used to access the gym and studios at both Les Quennevais and Springfield, without the need to queue at the desk. Please note that you can freely access the Gym using your fob, but will need to book in advance to access the studios this is to prevent overcrowding.

Will the 'fob’ be specific to me?

Yes, the fobs will be linked to your account the same way the cards were and will log your attendance in the gym or at a class when you swipe to access the area.

How do I get a new fob?

We will be exchanging Membership cards for fobs over the next few weeks. Pop to the reception desk at either Fort Regent or Les Quennevais and one of the team will make the changes for you.

If you have list your Active card, please come with photo ID.

Which areas will I need to access with my fob?

The Fob will be required to access all areas at Springfield, including the changing areas. At Les Quennevais they will only be needed for the Gym and Studios.  

Will I still be required to `swipe’ my fob at the reception area on arrival at the centre?

If you have booked in advance to a class, or just want to visit the Gym, you will not have to stop at reception. All swimming at Les Quennevais will still require the assistance of the reception team.  

What happens if I lose or forget my fob?

You will be required to purchase a new fob should you lose or forget yours.  The cost will be £2.00.

I don’t have a membership therefore don’t have a fob, how will I access the gym, classes etc on a Pay & Play basis?

When you book your class online or at the main desk, you are issued with a receipt that includes a bar code.  This code can be used to access the doors to the gym and studios.  If you are joining a class. The instructors will also have a register of the bookees.

I am a Non-Member, can I use the Active App, or Active Online to book and pay for activities?

Yes, however, you will need to contact us to register for a non-member log in. Once you've set up the App and set a password, you can book and pay for activities online.

If I cancel a booking I've paid for online, will it automatically refund my card?

Currently our systems do not refund automatically for a cancellation you make online. Therefore, if you need to cancel a session you've paid for, please contact the Customer Services Team on 449888 so they can cancel your booking and refund the payment you have made. Please note, if you cancel at short notice, you may not be entitled to a refund.

Do you offer On Demand content?

Yes, there are a selection of On Demand classes available on the app.

I'm not a member, can I use the MoveAnywhere service?

Yes, however, you will need to contact us to register for a non-member log in. You'll first need to set up the Active Jersey App. Once you've set up the App and set a password, you can book and pay for activities online, including the MoveAnywhere classes.

How much does it cost to use the OnDemand service?

If you are a current Member the Active content in MoveAnywhere is free of charge, along with a number of taster LES MILLs videos. You can unlock all of the content, as a member or non-member for just £1.99 per week.

I've frozen my membership as I prefer to exercise at home for now, can I still use the App for online content?

Yes, but the system will recognise you as a non-member while your membership is frozen. To unlock the content, while your membership is frozen, you can subscribe for just £1.99 a week.

Will Fort Regent definitely be closing for Sport and Fitness?

Yes. We have lived a long and happy life at the Fort, but the building is no longer fit for purpose as a Sports facility and we need to make way for the essential maintenance needed to bring the building up to modern standards for its future use.

Why not refurbish the Fort for Sports instead of moving to new facilities?

The age, size and scale, as well as the historical significance of the building, makes refurbishment of the Fort for Sports, financially untenable. The much lower investment needed to deliver the IAP Strategy will help us continue to provide the local community with accessible and affordable Sports and Fitness facilities in the long term.

Will the Gym at Fort Regent close before Springfield Opens?

No, we will not close the facility until the alternative is ready to accept our members.

When will the Active facilities open at Springfield?

Following a recent update from the building contractors working on the new facility at Springfield we are very pleased to announce that the new facility will be ready to open to our members on Monday the 15th May.

The parking is already busy at Springfield, due to football programs etc. How will members be able to park?

There will be an additional 60 parking spaces made available in and around the Springfield facility as part of the plans, 40 is the space known as the "Gyratory" plus 20 spaces at Springfield School that can be used outside school times by Active members. This brings the total number of spaces for Springfield up to approximately 140.

Will Active still have 3 facilities as part of its offering?

Active remain committed to offering facilities at Les Quennevais and in St Helier. The main facility in St Helier will be Springfield. Oakfield, remains predominantly a School facility Monday to Friday, however, it is intended there will be some provision for Active members in the evenings, weekends and early mornings.

What are the specific plans for Springfield Gym - i.e. what is the size and what equipment will be available?

You can find more information regarding the plans for Springfield here:

Active New Facilities Flyer

New Equipment

Will there be a Sauna and Steam at Springfield?

No, there will be no sauna or steam at the new facility.

Where can I find more information regarding the IAP Strategy plans for the alternative facilities?

You can find more information regarding the IAP plans here: Alternative Facilities

Will there be a boxing area in the Gym at Springfield

There will be two wall hung boxing bags in the new gym along with Boxfit Classes and 4 bags in the upstairs studio.