FAQs Issue No.2: Next Phase of Re-opening of Aura’s Leisure Centres

Cliciwch yma i weld y dudalen hon yn Gymraeg

Following the release of the first issue of Frequently Asked Questions (FAQs) on 5 August, Aura is now able to share further information regarding the re-opening of its swimming pools and other indoor facilities. We are also able to provide more details relating to the return of casual, non-club related recreational activities.

Please can we advise customers to read these new FAQs in conjunction with those released last week read FAQs Issue No.1 here

SWIMMING POOLS

  1. When will the swimming pools re-open?

The swimming pools at Buckley Leisure Centre, Jade Jones Pavilion Flint and Mold Leisure Centre will open from 17 August.

The pools at all three sites will only be accessible for lane swimming and club training during the first week.

From 24 August, a brand new offer of a ‘family pod’ swimming session will be available, where a family of 6 can hire a section of the pool for 45 minutes. Aura’s normal admissions policy will apply to adult and child ratios. The cost for this session will be £15.00 per family.

Lane swimming and ‘family pod’ sessions will be managed via advance bookings only. This is designed to limit and control the number of people within Aura’s swimming pools and to ensure the safety of customers. Please be advised that no bookings will be accepted at reception desks.

  1. How do I book a lane swimming session in an Aura pool when you re-open?

Lane sessions will be available to book from 8:30 a.m. on Wednesday, 12 August in advance of the pools re-opening on 17 August.

Aura’s number one priority is the health and safety of our customers and employees. Please take the time to read our new Customer Charter here

Lane sessions will be limited to 45 minutes only. Customers will be provided with a defined start and end time for their session. It is the customer’s responsibility to arrive on time for their allotted session in order to ensure they maximise the available 45 minutes. The end time will remain the same in the event of the customer arriving late.

To book onto a lane swimming session or a ‘family pod’ session at one of the three pools, please book online here or contact a member of Aura’s Customer Services Team via telephone on 01352 704302 / 704316 (Mon – Fri, 8:30am -5:00pm).

  1. When will swimming lessons re-start?

Swimming lesson sessions will be reintroduced from week commencing 31 August. It is anticipated that a brand new swimming lesson course will commence in October 2020.

  1. What will Aura’s swimming lessons be like when the leisure centres re-open?

Similar to other customer-facing sectors of the economy, leisure centres and swimming pools will have to follow strict social distancing guidelines when they re-open to the public. Things will be a little bit different to the last time you visited an Aura facility and you will notice the following changes:

• Capacity limits in the swimming pool
• Reduced swimming lesson programme
• Spaced out swimming lessons
• Temporary floor markings

Despite these changes, a friendly and helpful Aura team member will always be on hand to assist your visit in any way they can. Please take the time to read our Customer Charter here

Additional information for swimmers:

• All customers accessing the pools should arrive ‘beach ready’ and, where possible, leave in the same manner;
• No shower facilities will be available at pools initially, therefore, Aura encourages all customers to shower, before and after swimming, at home; and
• Customers can expect some minor variations to pool changing areas with one-way systems in operation.

  1. Will the price of swimming lessons change when you re-open?

The charge for swimming lessons will remain the same as before, however, the following changes have been implemented:

• Each swimming lesson will remain at 30 minutes’ duration;
• The reduction in class sizes is based upon current guidance and will be reviewed as the advice changes; and
• We are confident that these necessary changes will not only maintain our previous standards but improve what we are able to deliver to each individual child.

  1. I pay for my child’s swimming lessons via direct debit and made my last monthly payment on 5 or 19 March. What will happen to this payment and swimming lessons, in general, when you re-open?

A member of the Aura team will contact you in the near future to offer your child an initial reintroduction to a pool session. This is designed to be fun-based and will enable the teacher to re-assess your child’s swimming ability and to build water confidence.

Aura will endeavour to do all it can to allocate swimming lessons to existing customers. However, in light of current social distancing requirements, a reduced number of swimming lessons will be available.

If you do not wish for your child to continue with swimming lessons you will be offered a credit for another time or a refund (if your child is not allocated a space in a swimming lesson).

Please be advised that your child may be offered a swimming lesson on a different day or time, or at a different site, as part of our efforts to accommodate as many children as possible in the programme.

Aura will not resume taking direct debit payments for your child until 5 or 19 October. Customers with outstanding credit will be offered an intensive swimming lesson opportunity through September leading up to the new course in October.

Customers DO NOT need to do anything to reactivate their child’s swimming lesson direct debit payment relating to 5 or 19 October 2020.

  1. I pay for my child’s ten-week block of swimming lessons via cash/card. What will happen to their place on the course that started on 16 March, four days before you closed the leisure centres?

A member of the Aura team will contact you in the near future to offer your child an initial reintroduction to a pool session. This is designed to be fun-based and will enable the teacher to re-assess your child’s swimming ability and to build water confidence.

Aura will endeavour to do all it can to allocate swimming lessons to existing customers. However, in light of current social distancing requirements, a reduced number of swimming lessons will be available.

If you do not wish for your child to continue with swimming lessons you will be offered a credit for another time or a refund (if your child is not allocated a space in a swimming lesson).

Please be advised that your child may be offered a swimming lesson on a different day or time, or at a different site, as part of our efforts to accommodate as many children as possible in the programme.

All cash/card payments for the swimming lesson course which started on 16 March will be credited forward with each child offered the intensive reintroduction to pool sessions.

  1. What is happening with Little Paddlers?

Little Paddlers will form part of Aura’s next review of its pool operations. We will notify customers in due course of the re-launch date.

  1. What will swimming lessons be like during the month prior to the new course starting in October?

For existing customers, we will still be providing the lessons that you know and love but with some temporary changes to ensure we keep everyone as safe as possible.

We will run at least two sessions of ‘reintroduction to swimming’ lessons as it will have been almost 6 months since some of our swimmers will have been in a pool. We want to take the opportunity for you to get to know our teachers and classmates again, and to regain any lost water confidence. The first couple of lessons will adopt an intensive format and will allow for swimmers to be re-assessed in order to be placed appropriately within the Wave structure.

Aura has had to re-think the way we use our equipment and the way you all interact with your teachers and each other. All of this will be explained in detail before you attend your lesson, but please be assured that your safety, and the quality and enjoyment of the lesson, remains our top priority.

On completion of the intensive lesson phase that will take place throughout September, we will re-launch our new programme in October.

OUTDOOR FACILITIES

  1. Outdoor sports facilities have been permitted by Welsh Government to re-open from 13 July. Which Aura-managed outdoor facilities will be re-opening?

The 3G pitch at Flint High School re-opened for Aura-led coaching sessions only from 10 August.

The artificial turf pitch (ATP) at Mold Leisure Centre and the 3G pitch at Flint High School will re-open from 17 August for national governing body (NGB) affiliated clubs.

Aura will enable the reintroduction of outdoor organised recreational team sports once the appropriate national governing body (NGB) has provided an action plan for the sport and once the club(s), which will lead the activity under the NGB’s oversight, is able to demonstrate its adherence to the NGB guidance at local level.

Aura will only accept bookings from clubs that provide:

• Confirmation that the club has reviewed, and will adhere to, its NGB and Government guidelines and protocols;
• Copy of the club’s Covid-19 Risk Assessments;
• Contact details for the club’s designated Covid-19 compliance officer; and
• Confirmation that the club will maintain a register for all attendees including the groups in which they were participating.

Training areas cannot be shared with other clubs at the same time. However, the training area can be shared with more than one age group team from within the same club.

To comply with this, Aura will initially only be taking bookings for the whole training area i.e. the whole ATP facility, the whole 3G Pitch facility or the whole grass pitch.

Bookings will be taken by the hour but training will end 15 minutes before the end of the booking to allow for a change-over period between bookings. To accommodate the restrictions on ‘mixed clubs’, Aura will need to reallocate some bookings to alternative times.

Clubs should strictly limit the time spent congregating at a venue before and after the activity and should not arrive until 5 minutes before the booking begins. Spectators are NOT permitted at present.

No changing rooms or toilets will be available and players should arrive dressed ready to participate. The maximum number currently permitted is as follows:

• Groups of 15 (1 coach:14 players) with a maximum of 2 groups (30 players and coaches combined) in one area; and
• No matches are permitted at present.

All training equipment (excluding goal posts) must be provided by the club and they must be removed from site after each session. Aura will dispose of any items left behind. Goal posts should not be moved from their position.

INDOOR FACILITIES

  1. When will sports halls and gymnasiums be re-opening?

Indoor facilities like sports halls and gymnasiums are currently being reviewed and will form the next phase of Aura’s re-opening plans. The current review is subject to Welsh Government and NGB guidance.

  1. When will I be able to make a casual booking for recreational sport with my family and friends? For example:

Badminton court
• Squash court
• Tennis court
• 3G Pitch for a game of five-a-side
• Artificial turf pitch (ATP) for a game of five-a-side

Recreational sport activities are currently being reviewed and will form the next phase of Aura’s re-opening plans. The current review is subject to Welsh Government and NGB guidance.

  1. When will the Ten Pin Bowling at Flint re-open?

Ten Pin Bowling at Jade Jones Pavilion Flint will re-open from 24 August.

Bowling lanes will be managed via advance bookings only.

Only bookings for extended family households will be accepted initially. There will be a maximum of 6 customers per lane. The number of available bowling lanes will be reduced by half to support social distancing requirements.

  1. Will the café at Flint re-open alongside the Ten Pin Bowling?

Drinks only will be available for the duration of your Ten Pin Bowling booking.

  1. When will the Soft Play at Flint re-open?

The Soft Play will remain closed until further notice. It will re-open as part of a later phase.

Please can we advise all customers to visit our website and to follow us on Twitter (@aura_wales) and Facebook (@walesaura) for further updates.

Aura’s Customer Services Team can be contacted at info@aura.wales or via telephone on 01352 704302 / 704316 (Mon – Fri, 8:30am -5:00pm).

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