Frequently Asked Questions

Are changing rooms and lockers available?

Yes, please remember to bring a £1 coin or alternatively a trolley coin for the pool lockers and a padlock for the gym/dry side lockers.

Where can I download the Lampton Leisure App?

We are available on all app stores! By downloading the app, you can make a class or court booking, view timetables and discover what’s new! The perfect way if you are always on the move.

Where can I attend soft play?

Soft play facilities are open at Heston and Brentford. The price per hour is £4.00 per child. Click here to find out more.

Please contact individual leisure centres for their safety policies as facilities vary across the group.

 I would like to join as a new member, how do I do this?

To view our membership types and to join online, simply visit the memberships section on our website, we have many flexible packages for you to choose from!

I need a membership card, where can I get one from?

If you have not received your Membership Card, you can request this from our team at reception. Don’t worry if you lose your card – We offer a replacement for only £5.30.

How far in advance can I book my sessions?

If you are a member, you can book 7 days in advance. For all pay-as-you-go customers, it is 3 days in advance.

Does my membership allow me to use all Lampton Leisure centres?

Our Gold membership allows multi-centre access across West London. With our Silver and Bronze memberships facility use will vary, please check with your Lampton Leisure Centre to find out more.

How do I book my sessions?

All members and pay-as-you-go users can book their sessions at reception or online before arriving at the centre. This can be done via our website or through the Lampton Leisure app. Please note, if you haven’t booked with Lampton Leisure before, you may need to reset your account password first: • If you only have one account, enter your registered email address on the portal, proceed to click forgotten password, create a new password and enter the booking portal. • If you have multiple accounts, enter your current membership card number on the portal, proceed to click forgotten password, create a new password and enter the booking portal. • If you have neither a card nor an email address available, please visit the Contact Us page and complete a membership enquiry form. We will contact you and help you reactivate your account. • For all non-members who wish to access the bookings portal please create a new account where prompted.

How do I cancel my session?

If you need to cancel your session, don’t worry – these things happen! You will not be charged if you cancel your session, to cancel you can use the Lampton Leisure app or in your online booking portal.

How do I pay my no-show charge?

If you did not cancel your class within the time required you will need to pay on your next visit, you will not be able to make another booking until you have paid the charge.

How much is the no-show charge?

• Fitness class: £8 • Badminton: £9.60 • Squash: £11.70 • Table Tennis: £9.60

How do I make sure that I attend my session?

Please check in at reception or swipe your card at the turnstile within 3 hours of the session start time and no later than 5 minutes after the sessions have begun.

I have received a no-show charge however I attended my class, why has this happened?

While we understand that it may be an oversight or unintentional, however, if you did not swipe in through our turnstiles, this will be the reason why you have received a no-show charge. To avoid any inconvenience or unexpected fees, we kindly ask that you make it a habit to swipe your card through the turnstiles each time you visit our leisure centres.

Where can I find out more information about the booking process?

Please refer to our website for our T&Cs regarding online bookings.

Can I bring a friend to my court booking?

If you have a membership, our court bookings are free to book and play! You are also entitled to book any court up to three times a week. To add a non-member to your court booking requires payment of £3 per person. Please pay at our reception upon arrival for only those who don’t hold a membership.

How do I cancel my membership?

You contact us via our website https://lamptonleisure.co.uk and go into ‘contact us’ and you will find a tab called ‘cancel your membership’ and fill out your details. Cancelling your direct debit is not constituted to cancel your membership. We will contact you and ask for the payments owed. If you have an annual membership, this also cannot be cancelled or transferred and is non-refundable; however, you can find this information on our website.

I cannot remember my membership number when I fill out the form, what do I do?

Don’t worry, fill out as much information as possible and your phone number and we will contact you if we have any questions.

What do I do if I don’t have access to the internet?

Visit the site that your membership is registered to, our friendly staff will be able to help you in person at reception.

I pay for several members linked to my direct debit; what will happen?

All the members will be cancelled which is linked to your direct debit. Note if you have several direct debits for Lampton please make sure you request cancellation for the correct membership/s otherwise, we will continue charging for the other/s.

Do I need to keep proof of cancellation?

Yes, please keep the proof of cancellation, as mistakes can happen, and we might have had an issue and not cancelled your membership and will ask you for proof of cancellation if there is a query.

Do I need to cancel my direct debit at the bank?

After your last direct debit/payment has been taken out by Lampton Leisure, we recommend you cancel your direct debit. Lampton Leisure does not cancel direct debits, we just stop requesting the direct debit.

What are the terms and conditions for cancellation?

You need to give us one month’s notice, if your direct debit comes out on the 15th of the month, you need to give us notice at the latest by the 15th of the month before, e.g., if you wish to cancel for 15 July, you need to give us written notice by 15 June. If you cancel with us on the 16th of June, your membership will be cancelled 15 Aug.

What if I don’t cancel directly and only cancel my direct debit via my bank?

We will contact you and ask you for the payment/s owed.

I am not using the club why do I have to pay?

It is your responsibility to cancel your membership in writing. Explain in your written letter to say you are cancelling, If you want to freeze your membership if you are going on holiday or have a work commitment or for a medical reason, please go to our website https://lamptonleisure.co.uk and fill out the ‘freeze membership’ tab in the ‘contact us’ form or if you don’t have access to the internet please visit the centre.

How do I enrol my children into Swim School?

For more information on our Swim School programme, please click here.

Do you have adult swimming lessons?

It is never too late to start to learn how to swim! We have a range of adult swim school availability. Take a look at our swim school page for more info.

Can I hire your facilities?

Absolutely. We have a range of facilities across our centres which are available for private hire. Get in touch on our contact us page and we’ll get back to you as soon as possible with everything you need to know.

Effective May 1st, 2024, Lampton Leisure will proudly operate as an official agent for The London Borough of Hounslow Council. This partnership demonstrates our dedication to community service while aligning closely with council objectives for Hounslow residents.

What does this change mean for customers of Lampton Leisure?

There will be no visible change in the way that Lampton Leisure will be operating however you will start to see the London Borough of Hounslow logo on some of our signage and marketing materials to indicate the new agent relationship. All of your membership details will also remain at Lampton Leisure.

Will this change affect Lampton Leisure pricing?

No there will not be any changes to our prices across Lampton Leisure.

Does this change mean I will need to contact the London Borough of Hounslow Council for any enquiries/requests?

No, you will not need to contact the London Borough of Hounslow council, please continue to contact Lampton Leisure for all membership enquiries and any other leisure centre facility enquiries through our available email addresses or our website.

Are there any additional benefits or services accompanying the agency change?

There will not be anything additional however Lampton Leisure will always continue to work hard in the background to review our services and benefits for our members to provide even greater value through our centres. These improvements are designed to enhance your overall experience. Please download the Lampton Leisure app or follow us on our social media platforms for the latest updates.

Is there any action required on my part?

You don’t need to take any action, should you have any inquiries please don’t hesitate to get in touch. Our teams are here to address any concerns or questions you may have.

What about my data?

Transition to the London Borough of Hounslow:

As part of the process of the London Borough of Hounslow becoming responsible for leisure services, Lampton Leisure Ltd, acting as the agent of the Council will continue to process your information seamlessly, ensuring there is no disruption to the services you currently enjoy. Lampton Leisure Ltd will continue to manage the leisure centres on a day-to-day basis on behalf of Hounslow Council. Lampton Leisure Ltd remains ultimately wholly owned by Hounslow Council.

Continued Data Processing by Lampton Leisure:

Even though the council will become the new data controller, Lampton Leisure will still process your data on behalf of the council. This means that you should not experience any changes to your day-to-day service. Your interactions with the leisure center, including bookings, memberships, and inquiries, will remain consistent, with Lampton Leisure handling your data in accordance with the council’s instructions and policies.

Notification of Data Transfer:

Rest assured, we understand the importance of your data, and we are committed to keeping you informed throughout. This notification will provide you with reassurance that your information is in safe hands and will continue to be used responsibly.

Adherence to Data Protection Regulations:

We prioritize the protection of your personal information. Throughout the transfer process and beyond, all procedures and protocols will strictly adhere to Data Protection regulations. Your privacy and security are paramount, and we are dedicated to maintaining the highest standards of data protection.

Council as the New Data Controller:

Following the transition, the London Borough of Hounslow, as the council, will assume the role of the data controller. This means that they will be responsible for managing and safeguarding your data moving forward. As the new data controller, they are committed to ensuring a seamless experience for you as you continue to enjoy the various activities offered at your local leisure centre.

Your Peace of Mind:

Your trust and confidence are of utmost importance to us. We want to assure you that every measure will be taken to ensure the smooth transition of your data and the continued protection of your privacy. If you have any concerns or questions regarding the handling of your data during this transition, please do not hesitate to reach out to us. We are here to provide support and assistance every step of the way.

What is the Lampton Leisure Corporate Membership?

Lampton Leisure’s Corporate Membership offers discounted rates and exclusive benefits for employees of partnered businesses, encouraging health and well-being through gym access, swimming, group exercise, and more.

How can my company partner with Lampton Leisure for corporate memberships?

To become a corporate partner, please contact our membership team at [insert contact details]. We will discuss eligibility, discount structures, and how to provide access to your employees.

What proof of employment do our employees need to provide?

Employees must present a valid proof of employment (such as a recent payslip or company ID) when signing up and must verify their employment status every 12 months.

Can employees use multiple leisure centres?

Yes, corporate members have access to all Lampton Leisure centres.

Are there additional perks for employees under this membership?

Yes, corporate members enjoy benefits such as: • Two free guest passes per month • Birthday guest pass • Lampton Rewards (Discounts for over 120 household brands via the Lampton Leisure app) • Access to online classes (Les Mills) • Free Bodi Trax Machine Scan • Free EGYM access at New Chiswick Pool and Hanworth Air Park Leisure centre with an initial £5 wristband fee

What happens if an employee leaves the company?

If an employee leaves the company, they will no longer be eligible for the corporate membership discount. They can either switch to a standard membership or cancel as per membership terms.

How do I sign up for the corporate membership?

You can sign up at any Lampton Leisure centre by providing proof of employment (a recent payslip or company ID).

What facilities can I access with this membership?

Your membership includes access to: • Gym, swimming pool, group exercise classes, and health suite (where applicable) • Three court bookings per week • Online booking and advance booking rights • Online fitness classes, including Les Mills

What are the additional perks of the membership?

You’ll also enjoy: • Two free guest passes per month • Birthday guest pass • Lampton Rewards (Discounts for over 120 household brands via the Lampton Leisure app). • Access to online classes (Les Mills) • Free Bodi Trax Machine Scan • Free EGYM access at New Chiswick Pool and Hanworth Air Park Leisure centre with an initial £5 wristband fee

Do I need to bring anything when I visit?

Yes, you must bring your membership card and use it to enter the centre.

How often do I need to verify my employment?

You must provide proof of employment every 12 months to continue receiving the corporate discount.

What happens if I leave my company?

If you leave your employer, you will no longer qualify for the corporate rate. You can switch to a standard membership or cancel in line with the terms.

How do I get more information or support?

For more details, visit your nearest Lampton Leisure centre or contact our membership team either site or via our contact us page.