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Copy of COVID-19 FAQ

COVID-19 (coronavirus) FAQ

Last updated: 13 July 2020


Introduction

The health and safety of our customers and staff is our number one priority. Therefore, following Government advice, we are implementing a carefully planned, phased approach to reopening. From Saturday 25th July, some facilities and services at the Sports & Wellness Hub will reopen for members, 30 Day Pass holders or customers with Class/Swim Bundles only.

As we navigate through the reopening of each facility and service, there will be some new things to expect during each phase in line with government guidelines. We appreciate your help and understanding as we work through this time together.


What are we doing to keep everyone safe, well & active?

We’ve been working hard in the background to ensure that, when the time is right, we can welcome your safe return. For the health and safety of our community, we will be re-opening our facilities using a phased approach and once we can ensure it is safe to do so.

We are following all safety advice from the government and have put the following measures in place to help protect members and staff so you can get back doing the things you love:

Strict social distancing to ensure everyone keeps a safe distance

We are taking careful actions to facilitate social distancing including:

  • Bookings will be required for all activities. Bookings should be made online and in advance. For a step-by-step guide on how to book, please click here.
  • Clear signage and one-way systems showing where to enter and exit each space
  • Floor stickers to help customers practice social distancing
  • Reducing the number of people in certain areas of the facility at any one time to minimise congestion and ensure customers and staff can practice social distancing
  • Increased spacing between equipment and within workout areas to allow for appropriate social distancing
  • Fitness spaces have been rearranged to ensure customers can workout at a safe distance

Redefined cleaning standards

We will continue to follow stringent cleaning protocols for proper disinfection, operation and maintenance, as well as adding additional procedures to achieve a new level of cleanliness. This includes:

  • Continuous scheduled sanitation of high-touch surfaces, facilities and equipment throughout the facility
  • Our staff will be fully trained on our new cleaning and safety measures to ensure these are delivered to the highest standards
  • Hand-sanitising stations and equipment sanitisation spray will be conveniently located throughout the facility
  • All surfaces and high touch areas will be cleaned and then sanitised. This double cleaning approach, in line with government guidelines, will ensure all areas are deep cleaned
  • Blue paper towels will be used to ensure the highest cleaning standards and reduce the risk of infection

Please familiarise yourself with these new health and safety guidelines before you visit the Sports & Wellness Hub, so you know what to expect before your first visit back.

Your help is vital to ensure that these new procedures are followed to keep yourself, other customers and our staff safe

We will be continuously monitoring all our health and safety policies to ensure we are doing the best we can to help protect our members and staff. Please note that these FAQs are subject to change as we adapt to new government guidelines.


What can I do to protect myself and others?

Each of us will play an important role in making our facilities a safe experience for us all. While enjoying our facilities, please help support a safe, phased reopening of our facilities by following these guidelines:

  • Bookings will be required for all activities. Bookings should be made online and in advance. For a step-by-step guide on how to book, please click here.
  • Please only enter the building at the start of your booking and leave as soon as your session is over
  • Please wipe down equipment before and after each use - there are cleaning stations located throughout the Sports and Wellness Hub with disinfectant spray and paper towels
  • Gym towels are not permitted – please use wipes and blue roll provided
  • Please practice social distancing at all times
  • Please wash or sanitise your hands before and after a workout
  • Please bring your own gym mat if you wish to use one in the gym or in a class
  • Please bring your own water or use our vending machines for refreshments, water fountains are not available
  • Thumbs up, no high fives! Give encouragement without touching
  • Please be kind to each other and to our staff
  • Avoid contact with people who are sick
  • If you have flu symptoms or are feeling unwell, please stay at home and keep safe
  • Please do not visit if a member of your household is displaying symptoms of Covid-19

What will be available when we re-open?

What facilities/services will be available to use when you re-open?

The following facilities and services at the Sports and Wellness Hub will be available to use when we re-open:

  • Gym
  • Fitness classes
  • Fitness studios
  • Swimming pool

Unfortunately we cannot accommodate pay as you go users at this time. We will be open for members which have access to the facilities listed above as part of their current membership. In addition if you held a valid pass or bundle when we closed (including 30 day pass, swim pass, fitness class pass) you will be entitled to use the above facilities. To see our membership and pass options please click here.

We’ve had to make some changes to the experience of some of our facilities to help protect you, other customers and our staff. Therefore, some of our facilities may appear a little different the first time you visit us. Please familiarise yourselves with the new measures we have in place to help ensure a safer experience for us all.

Are there any restrictions on when I can attend?

All activities must be pre-booked online in advance. Please use the My Account section on our website to book your gym session, swim, or fitness class. If you don’t have an account or need help getting started, please click here. Unfortunately bookings cannot be made over the phone or via email.

If you can’t attend one of your pre-booked sessions, please ensure you cancel this via My Account so that someone else is able to make use of the booking slot.

I’m not a member, can I use the facilities?

Currently only those with a membership for the facilities listed as being open or those who held a valid pass (including 30 day pass, swim pass, fitness class pass) can use the facilities. Unfortunately, we are not able to facilitate non-members and pay-as-you-go users at this time. To see our membership and pass options please click here.

What are the opening hours?

We are pleased to confirm that opening hours for facilities that are opening remain un-changed. Our facilities will be opened in phases once it is safe to do so, please check what is open and pre-book your activity before visiting. Opening hours will be the same as they were before closure. The Sports & Wellness Hub is open at the following times:

  • Monday-Friday 6.00am-11.00pm
  • Saturday-Sunday 7.00am-8.00pm
  • Bank holidays 7.00am-8.00pm

Full opening hours can be found here: https://warwick.ac.uk/services/sport/location

Will Café Nero be open?

Yes Café Nero will be open with a limited seating area for customers. Please follow all signage and practice social distancing.

Are you accepting cash payments?

No, the Sports and Wellness Hub remains cashless, helping to reduce unnecessary contact. Please also note that the car park machines now only accept card payments, not cash.

Can children use the facilities?

Junior members are permitted to use the facilities in line with their membership restrictions and they must follow the safety measures in place. As with all other offerings, space will be limited and a booking will be required for the gym, classes and swimming pool.




Category FAQs

Find the answers to questions you may have about specific areas of Warwick Sport.

Memberships

When will my membership restart?

Inclusive, Gym, and Swim memberships will restart as soon as we reopen from Saturday 25th July. Unfortunately Racquets, Climbing, Tennis, Learn to Swim and Bear Cubs memberships will remain suspended until we are able to safely reopen these facilities and services.

What will happen to my membership when you re-open?

Students:

Inclusive, Gym and Swim student membership will be automatically reactivated from 25th July. You do not need to do anything, your membership will resume and we will automatically extended your membership for the period for which we were closed.

Staff:

Inclusive, Gym and Swim staff memberships will be automatically reactivated from 25th July, members do not need to do anything. Those with an annual membership will automatically have their membership extended by the period for which we were closed. Members paying by monthly direct debit will be reactivated and payments will resume from 1st August.

Public:

Inclusive, Gym and Swim public memberships will be automatically reactivated from 25th July, members do not need to do anything. Those with an annual membership will automatically have their membership extended by the period for which we were closed. Members paying by monthly direct debit will be reactivated and payments will resume from 1st August.

If I pay by direct debit, when will this be taken?

Inclusive, Gym and Swim members paying by monthly direct debit will resume payments as of 1st August. Members do not need to do anything, this will be automatically reactivated and you can use your membership as normal from 25th July.

I am an annual pre-paid member, will my membership be extended?

Yes, we will be extending your membership by the length of time we were closed. You don’t need to do anything, we have automatically applied the extension to your membership.

I haven’t been a member before but I want to join, what should I do?

You can view all our membership and joining options by clicking here. Alternatively, if you wish to arrange a tour of our facilities and or have a discussion with our membership team, please email sportmemberships@warwick.ac.uk.

I cancelled my membership while you were closed but I want to re-join. What should I do?

You can view all our membership and joining options by clicking here. Alternatively, if you wish to arrange a tour of our facilities and or have a discussion with our membership team, please email sportmemberships@warwick.ac.uk.

My membership expired whilst you were closed, what should I do?

All memberships were suspended when we closed on 20th March 2020 and will automatically be extended by the period for which we were closed. Your expiry date will therefore have changed.

I don’t feel comfortable returning to use the facilities yet, what should I do?

Nothing matters more to us than the health and wellbeing of our customers and employees. Please be reassured that we have implemented a range of measures to ensure we can open and operate our facilities safely.

All memberships will be reactivated automatically when we re-open from 25th July. If you have any concerns, please contact our team at sportmemberships@warwick.ac.uk. We aim to respond to all emails as quickly as possible but we appreciate your patience at this busy time.

We will also be continuing to support your fitness and wellbeing at home. We will be streaming a selection of your favourite classes on our exclusive members only Facebook group and you can access more at-home workouts and weekly advice and inspiration from our expert team.

Can I cancel my membership?

Please be assured that we have implemented a range of measures to ensure we can open and operate our facilities safely. If you have any concerns, please contact a member of the team through sportmemberships@warwick.ac.uk.

Can I get a refund on my membership?
Please be assured that all memberships were suspended whilst we were closed. Unfortunately, we can only consider refunds in line with our membership cancellation and refund policy. To request to suspend or cancel your membership, please complete our membership cancellation form.

I am a final year student and not returning to Warwick, can I get a refund for my membership?

We are in the process of providing pro-rata refunds for final year students that are not returning to campus next academic year. If you have not yet received an email about a membership refund, this may be because:

  • Your University end date is not in 2020 and therefore you are assumed to be returning next year. Our system will pick you up as requiring an extension to your membership rather than a refund.
  • We do not have details of your University end date. Our system will pick you up as requiring an extension to your membership rather than a refund.

If you are a final year student or your circumstances have changed and you’re not planning to return to Warwick, we will need to see evidence of this in order to be able to cancel your membership and approve a pro-rata refund. Please email evidence to SportMemberships@warwick.ac.uk


Changing facilities

Do I need to arrive ready to workout?

Yes, please do arrive ready to workout where possible as the changing rooms have limited capacity.

Are there any changing facilities and showers available to use?

To help support the safety measures we have in place, upon reopening, some of our changing amenities will be temporarily unavailable.

  • Please come ready to take part in your activity
  • Do not use the changing facilities or showers unless essential
  • Some changing facilities and showers will be available but these will be limited
  • If using the changing facilities, please remember to follow the safety measures displayed

Are lockers available to use?

There will be a limited number of lockers available but customers will be advised to thoroughly wash their hands before and after using the lockers. Please also adhere to the social distancing rules when using lockers.


Gym classes

What will be different in the Gym?

We’re making the most of the large, spacious design of the gym to maximise social distancing - creating the perfect environment for you to workout with confidence. We have implemented a number of procedures within the gym to ensure your workout is as safe and enjoyable as possible. These include:

  • Spacing or relocating equipment for social distancing
  • One-way systems with clear signage on how to enter, exit and move around the gym floor safely
  • Designated gym session booking slots to manage numbers in the gym

How will equipment be cleaned?

In addition to already intensive cleaning efforts, several protocol additions are being made for further sanitation including:

  • Enhanced cleaning protocols and rotas
  • Cleaning stations with disinfectant spray and wipes, located throughout the space to ensure users can clean all equipment before and after use
  • Our staff will clean all open areas of the gym throughout the day and every night after closing

How do I book a gym session or class?

Bookings for all activities can be made online through the My Account section on our website. If you don’t have an account or need help getting started, please click here.

Are fitness classes happening?

Yes, our fitness classes will be available when we re-open. We will be using some of large, light and airy indoor spaces, such as our Sports Arena, to create exciting new environments for your favourite fitness classes - giving you the confidence and space you need to workout safely.

  • Bookings are required for all classes - please book your next class online here
  • Classes will be spaced at least 15 minutes apart to allow for our team to clean the studio and sanitise equipment
  • Please bring your own mats for classes as unfortunately they will not be provided at this time.

Do I need to arrive early for my booking?

Please arrive no more than 10 minutes before your booking start time and please leave the facility as soon as your booking finishes. Access through the turnstiles will only be permitted a maximum of 10 minutes before the start of your activity.

You will find a large designated waiting area for classes taking place in the Sports Arena and Sports Hall. If there is a class already taking place when you arrive, please wait in this area until your instructor notifies you that your class is ready.

What do I need to bring for my activity?

  • Workout gear: Please arrive ready to work out to avoid using the changing rooms
  • Minimal belongings: Please only bring the essentials to avoid using the lockers
  • Full water bottle: Water fountains will be unavailable for hygiene reasons. Vending machines will be available.
  • Floor mat: If you would like to use a mat for your session or class, please bring your own.
  • Towel: Gym towels will not be permitted. Please bring your own towel if you’re using the pool. There are cleaning stations located throughout the Sports and Wellness Hub with disinfectant spray and paper towels to wipe down equipment before and after use


Why can’t I bring my own gym towel?

In line with guidance from UK Active it is advised not to bring and use gym towels to avoid the spread of germs.

Are there any classes I can access from home?

We will be continuing to support your fitness and wellbeing at home. We will be streaming a selection of your favourite classes on our exclusive members only Facebook group and you can access more at-home workouts and weekly advice and inspiration from our expert team.


Can I book a personal training session?

Unfortunately, personal training sessions will not be available at this time as we are prioritising space for member use. Please check our website for regular updates.

Can I book a gym induction?

Yes, inductions will be available to book online here and will be delivered in person by our fitness team in a socially distanced manner on the gym floor.


Swimming pool/swimming lessons

Is the swimming pool open?

Yes, the swimming pool will be available for lane swimming but please be aware of the measures in place to ensure the safety of our members and staff:

  • Capacity restrictions will be implemented and swim sessions must be booked in advance
  • Pay as you go will not be available
  • Lane restrictions – a maximum of three people per lane
  • Follow all directional signage in the changing village
  • Please leave as soon as your session has finished

Book your next swim here.

Will the sauna and steam room be open?

Unfortunately the sauna and steam room will remain closed. We will reopen these facilities as soon as we’re able to.

Is the Warwick Sport Learn to Swim programme taking place?

Unfortunately Learn to Swim lessons are not yet available. We will contact all learners ahead of the programming restarting. Please be assured that Learn to Swim memberships remain suspended until further notice and no payments will be taken until the programme resumes. We are working hard with Swim England to be able to restart the programme as soon as we can


Climbing

Is the climbing wall / bouldering open?

Unfortunately, in accordance with the latest guidelines from the government and national governing bodies for climbing, the climbing walls and bouldering remain closed at this time. We are working hard with the Association of British Climbing Walls and our technical assessor to be able to re-open as soon as we can.

When will the Bear Cubs programme resume?

Unfortunately, the Bear Cubs programme is not yet available whilst the climbing walls remain closed. We will contact all members ahead of the programming restarting. Please be assured that Bear Cubs memberships remain suspended until further notice and no payments will be taken until the programme resumes. We are working hard with the Association of British Climbing Walls and our technical assessor to be able to restart the programme as soon as we can

What is happening with my climbing membership?

Inclusive members will be able to use our gym, fitness classes and swimming pool when we re-open but unfortunately the climbing walls and bouldering will remain closed at this time.

Climbing only memberships will remain frozen and will be reactivated once we are advised that is safe to re-open our climbing walls and bouldering areas by the government.


Physiotherapy

Is the physiotherapy practice open?

The physiotherapy practice remains closed at this time but we will continue to monitor guidance and demand for as long as the service remains closed.


Tennis

Are the Tennis courts open?

Unfortunately both the indoor and outdoor tennis courts remain closed at this time. We are implementing a carefully planned, phased approach to reopening our facilities and will reopen the Tennis Centre as soon as it is safe to do so.

What is happening with my tennis membership?

Whilst the tennis courts remain closed, tennis memberships will remain suspended and will be reactivated once we are able to facilitate safe play across our courts. Annual memberships will be extended by the length of time we are closed and direct debit payments will remain frozen until we reopen the Tennis Centre.

How do I book a court?

Unfortunately courts are not available to book until the Tennis Centre reopens.


Facility hire bookings

What facilities are open/available to hire?

In accordance with government advice, we are implementing a carefully planned, phased approach to reopening. This means some of our facilities may not be available to hire at this time. We are following all safety advice and updates, and we will re-open facilities for hire once it is safe to do so.

The 3G pitch, 4G pitch, and sand and water-based hockey pitch are currently available for hire. For booking requests, please contact us here.

I already have an event or booking with you, can it still go ahead?

If you already have a booking with us and have not already heard from our team, please contact them via sportsales@warwick.ac.uk to discuss your booking.

I have a regular booking with you, what will happen to this?

We are following all the latest guidelines from the government and National Governing Bodies for sport to ensure we can facilitate safe play at our facilities. If you have not already heard from our team regarding your existing booking, please contact sportsales@warwick.ac.uk.


Student sport clubs

There has been a change to the price of the club pass for 2020/21, with a summary provided previously to clubs. Further questions can be directed to the club development email address and we will share FAQs through this in future updates with clubs. We have also produced the first version of our own Warwick Returning to Sport plan that will support clubs to safely get back to training and ultimately competition. Please make sure you look at that summary in addition to the questions below.

Please find a summary of our latest planning for the resumption of student sport here and updated information on the Club Pass fees for 2020/21 here.

Further information on BUCS planning and Student Union preparation for next year can be found here.

Can I get a refund on my club pass, federation fee or sports club membership?

The Sports Partnership which comprises of both the Students' Union and Warwick Sport can confirm that we are not in a position to offer refunds for club passes, federation fees or sports club memberships. Given the stage of the academic year, the support that is still being provided to clubs, the grants that have already been issued and that these fees also contributes to the long term future of your clubs, we have taken this difficult decision.

Will we still be allocated a training time based on our handover pack request?

Yes, we will work through your packs and confirm what you have been allocated by the team. As we know restrictions on sporting activity will still be in place in October so there will be interim arrangements put in place that will delay the start of these allocated sessions but we will make sure all clubs are still able to train together.

What will training look like next term?

All clubs will be given a training time / venue, with most sessions being held outdoors initially. The initial timetable will run from the start of term up to the end of October and in week 1 of term we will confirm what the arrangements are from the 1st November so clubs can plan their activity and training.

What are the plans for pre-season training?

We will support some pre-season training but ask that clubs contact the performance sport team after the 6th July if they want to discuss any organised training before the start of term.

Some governing bodies have approved training, why can’t we train if we’re careful?

Training has currently been approved for elite athletes, with strict medical protocols in place or through 1:1 sessions. It is not yet safe to plan to conduct training sessions that include groups coming together. The Return to Sport Plan outlines how we will work with clubs to get them back playing at the earliest opportunity.

What access will we have to facilities as a club?

We’ll be working hard to make sure we get clubs safely back to training as quick as possible. There will initially be restrictions on access to the Sports Arena for everyone and where this impacts a team we will identify an alternative space so they can complete some physical training and come together as a team.

Will all clubs return to full training and competition at the same time?

Sports will move through the phases of the plan at different speeds and we will follow NGB guidance throughout. Following this will help us all get back to playing the sports we enjoy at an appropriate time rather than waiting for all sporting activity to be approved.


Rock up/active leagues

Our Active Wellbeing programme, including Rock up and Play and our Sports Leagues, remains paused until further notice. We hope to re-start this activity in September in accordance with government and governing body guidance. We will provide updates as we have them.


Other FAQs

What should I do if I start to feel unwell whilst at the Sports Hub?

If you start to feel unwell, please use the 111 online coronavirus service if you have either:

  • A high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
  • A new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
  • Loss of smell or taste

The 111 online coronavirus service will ask about your symptoms and advise on how to protect yourself and others.

In order to protect others if you do feel unwell, please inform the Operations Manager at the facility.

If you have flu symptoms or are feeling unwell, please stay at home and keep safe.

What should I do if I think I have got coronavirus?

Step 1: Talk to the NHS

It is really important that you stay home and self-isolate if you have symptoms or have tested positive.

Symptoms of COVID-19 include:

  • A high temperature (fever)
  • A new continuous cough
  • Loss of your sense of smell or taste

Use the online NHS coronavirus service to get advice. You can also call 111. This is free from a UK mobile phone but if you are calling from an international mobile phone, this number may not work or you may be charged. Their alternative number is 0300 0200155.

It is important to advise them that you live alone, without means of support.

Step 2: Then you need to tell us too

You should report any new case of coronavirus immediately to the University helpline.

Call 024 765 23111 from an external number, or 23111 from an internal number, to find out what to do next. You can also email coronavirusenquiries@warwick.ac.uk.

Note: we cannot provide medical advice. The helpline is for reporting positive cases of confirmed coronavirus and for people on campus who need help and assistance relating to coronavirus. If you're a staff member, you also need to formally notify your line manager or departmental contact as a matter of urgency, giving details of the reason for absence and likely duration.

A note on "Freshers’ flu"

Every year, we expect a number of students to become unwell with what’s known as "Freshers’ flu". Because some of the symptoms are the same as Covid-19, it’s really important that we take precautions and follow the advice above until we establish that it isn’t Covid-19. That means that both you, and those you live with should self-isolate until a test comes back as negative.

When will these restrictions be lifted?

We are following guidance from the government, Public Health England and UKActive to make sure we can keep members and staff safe. We will ease restrictions when we have been advised it is safe to do so.

I have another question, how can I contact you?

If you have a general query or question not answered in our frequently asked questions pages, please email warwicksport@warwick.ac.uk. Due to the current restrictions, it may take us longer to reply but we will endeavour to respond as quickly as possible.