FAQs
Welcome to Active Stoke! Here you’ll find answers to the most common questions about our leisure centres, activities, and services.
General Information
Q: What are your opening times?
A: Opening hours vary by centre. Please check the individual centre pages for up-to-date times. (link to centres page)
Q: How do I find my nearest Active Stoke leisure centre?
A: Visit the Centres page for details on all our venues. (link to Centres page)
Q: Do your centres have parking?
A: Yes, all centres have parking facilities.
Q: How can I give feedback?
A: We welcome your feedback! Use our online feedback form or speak to a member of staff at your local centre.
Membership and Bookings
Q: How do I join Active Stoke?
A: You can join online via our website or visit any of our centres for assistance.
Q: Can I book online?
A: Yes! Download the Active Stoke app or use our website to book classes, swimming sessions, and more.
Q: How do I cancel or freeze my membership?
A: Contact our membership team via email at activestokegymmembership@stoke.gov.uk (auto link with cancel or freeze membership in the subject) or phone 01782 236210 (auto link). Terms and conditions apply.
Q: How can I change my membership?
A: Simply email the memberships team at activestokegymmembership@stoke.gov.uk (auto link with pre populated subject as ‘Change to membership request’)
Q: How can I update my contact details and marketing preferences?
A: You can update these yourself by logging into your leisure account online.
Q: What is my member ID number?
A: Your membership number will start with the letters SOT and can be found on your membership card or on your leisure account online.
Q: How far in advance can I book a class?
A: You can book classes 7 days in advance.
Q: Can I cancel or move my booking?
A: Yes, you can do this via your account on the Active Stoke app or online.
Q: Can I book and pay at the centre?
A: Absolutely yes! As long as there are spaces available, we are happy to accommodate. Simply visit our friendly reception team on arrival.
Q: I’m having problems setting up my online account or Active Stoke app.
A: We are here to help! Please visit our friendly reception team.
Q: How do I book if I’m not a member?
A: We have lots of pay as you go members visiting our centres. To get set up, please follow the prompts at Join@Home
Gym and Fitness
Q: Do I need an induction before using the gym?
A: Yes, all new members must complete an induction for safety and to get the most from your workout.
Q: Are junior gym sessions available?
A: Yes, we offer supervised sessions for young people. Check your local centre for times.
Swimming
Q: Do I need to book a swim session?
A: Yes, booking is recommended to guarantee your spot. Use the app or website to book.
Q: What is the difference between leisure or public swim and fitness swim?
A: Leisure or public swim is open swimming for everyone; fitness is lane swimming for exercise.
Q: Can I bring my child for a swim?
A: Absolutely! Children must be supervised at all times. Age restrictions apply for certain sessions. Please follow the adult child ratio information on the relevant centre swimming pages.
Q: Is the pool water safe?
A: Yes, we follow strict water treatment and hygiene standards to ensure safety.
Classes and Activities
Q: How do I find class timetables?
A: Timetables are available on our website and the Active Stoke app.
Q: Do you offer children’s activities?
A: Yes, we run a variety of junior classes and holiday programmes.
Accessibility
Q: Do you have facilities for disabled users?
A: Yes, most centres have accessible parking, changing rooms, and hoists. Contact your centre for details.
Photography and Filming
Q: Can I take photos or videos in the centre?
A: For privacy reasons, photography and filming are not allowed without prior permission.
Other
Q: Do you have a café?
A: Some centres have café facilities. Check our website for your local centre details.
Q: Where can I buy swimwear or equipment?
A: Selected centres sell goggles, swim caps, and other essentials.