FAQs Issue No.3: (October 2020)

Cliciwch yma i weld y dudalen hon yn Gymraeg

Following the First Minister’s announcement on Monday, 19 October that all leisure centres and libraries in Wales will be required to close from 6:00 p.m. on Friday, 23 October until Monday, 9 November, Aura has developed some Frequently Asked Questions (FAQs) which we hope will make things clear regarding Aura’s services.

  1. Which buildings and services will be closed from 23 October until 9 November?

ALL of Aura’s leisure centres (including swimming pools) and library buildings will be closed to the public during this period. This includes the Mobile Library and the Home Delivery Service.

Our Libraries’ team will be contacting Home Delivery customers before Friday, 23 October to see if they require a ‘top up’ visit. We are also committed to continuing any community calls (via phone) that may have been scheduled for the period of closure.

The Connects offices, operated by Flintshire County Council, located in Buckley, Connah’s Quay and Mold Libraries will also be closed. Customers can access Connects services at the offices in Flint and Holywell, which will remain open.

  1. Will children’s outdoor play areas remain open?

Yes, all children’s play areas will remain open and accessible to the public. The benefits of outdoor play are significant and keeping play areas open supports children’s mental and physical health and well-being.

It’s great to see children and young people using our play areas but please play safely and take the time to read our Safety Notice here

  1. Which Aura library services will I be able to access during the two-week closure?

Library members are encouraged to access our comprehensive selection of online digital services. You can download e-books and audiobooks free of charge from Borrowbox and RBdigital to a PC, laptop or Mac. Alternatively, you can download the Borrowbox and RBdigital apps directly to your smartphone or tablet.

As you are currently unable to access physical newspapers and magazines in our library branches, we suggest members explore the hundreds of e-magazines and publications available to download for free via RBdigital or Pressreader.

To access most online resources you will need to enter your Library Membership Number and PIN. If you do not already have these, then you can join up as a member online via the Aura website for instant access. All links and further details about our digital library resources can be found here

Book lovers and book club fans are also encouraged to join our online ‘Reading Friends’ Shared Reading sessions via Zoom. If you are interested in joining our Zoom sessions, please email susannah.hill@aura.wales

Don’t worry if you currently have books out on loan. These will be automatically renewed. Please keep your books at home during this temporary closure.

  1. Which Aura leisure services will I be able to access during the two-week closure?

Aura has developed a brand new schedule of online fitness classes, delivered via Zoom, which you can join from the comfort of your own home.

This temporary online class programme is FREE of charge and will run throughout the period of closure only.

View the new online fitness class schedule here

To obtain the Zoom Meeting ID and Password please email info@aura.wales, Monday to Friday, between 8:30am -5:00pm.

Customers wishing to book into classes/sessions upon the re-opening of leisure centres on 9 November will be able to do so online from 2 November (7 days in advance as normal). You can book online here

  1. What will happen to the children’s swimming lessons course that started in October?

For those children booked onto the current course you will receive your due credit via a reduced payment in November. We will automatically amend your Direct Debit (if applicable) so you do not need to take any action.

For parents whose child is not on the current course but would like them to join swimming lessons after 9 November, and have not yet heard from us, please contact Aura via email at swim@aura.wales to arrange your child’s place.

  1. I paid my last monthly Direct Debit on 5 or 19 October and you closed the leisure centres from 23 October. What will happen to this payment as I haven’t received my full month’s value?

Direct Debit payments received in October would normally have been valid for the period 5 October to 4 November or 19 October to 18 November. As you know, Aura has temporarily closed its leisure centres from 23 October meaning customers have not received their full month’s credit.

All Direct Debit customers that paid in October will receive their due credit via a reduced payment on 5 or 19 November.

  1. I paid upfront via cash/card for one of the following memberships prior to the leisure centres closing on 23 October:

• Saver10
• NERS Saver16
• Monthly CASH

What will happen to the remaining days, weeks or months of time credit that apply to my membership?

In all circumstances, the previous expiry date will be extended to mirror the length of the period of closure for leisure centres.

And finally…
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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