Service Update – Coronavirus

Service Update - Coronavirus

Customer Notice

In line with specific advice from the Scottish Government, and working with the Renfrewshire Council and sports governing bodies,  Renfrewshire Leisure services  stopped being delivered from Wednesday 18 March until further notice, including:

Cultural services:  All public library services, the performance programme at Paisley Arts Centre and other venues, town hall events and hires, community participation events projects and activities, research facilities at the Heritage Centre, public and group tours at Paisley: The Secret Collection and the Skoobmobile.

Leisure and community services: Pools and leisure facilities, Learn to Swim programmme, Gyms and all fitness classes, Macmillan Move More, Live Active, Vitality, Eve Spa, Active schools programme, Outdoor pitches and pavilions, Community hall bookings - except for existing childcare sessions while these continue to operate, Holiday activity programmes.

Renfrew Town Hall and Johnstone Town Hall, (including Johnstone Police Station) are also closed.

We’re working with event organisers to find an alternative date at our town halls and Paisley Arts Centre for their events.

If you have any queries about wedding bookings please check our FAQs here.

Groups with a full or partial lease at a Renfrewshire Leisure facility will be contacted directly to discuss their situation.

LATEST UPDATE: Following the First Minister’s statement on Thursday 28th May 2020, we are delighted to inform you that we can commence the reopening of our facilities, starting with our golf course and bowling greens, from Friday 29 May 2020

 

Shielding and Protecting the Vulnerable.

Shielding is for people, including children who are at very high risk of severe illness from Coronavirus (COVID-19). Its also for their family, friends and carers. Please see here for more information.

 

Library services

Online library services will still be available via https://www.renfrewshireleisure.com/libraries and other resources will be made available where possible. Loaned Books - No overdue charges will be incurred by any customers during this time – we have reset the system so that none will be applied.

Direct Debit Payments

Direct Debit payments for leisure facility membership are suspended until further notice. Members that have paid up front for an annual membership will have their membership extended at no cost to cover the period of closure.

Universal Credit

DWP have issued guidance that they are removing conditionality from benefits for the next three months so people won’t need to demonstrate their work search activity etc. For people making a claim, if they can’t do so online and can’t access the library due to closures, they can do so by phone on a free number below. Jobcentres themselves are not closing during this time so people can still attend in person if they have absolutely no alternative. Anyone with Universal Credit enquiries should call 0800 328 5644, Textphone: 0800 328 1344 or visit https://www.relayuk.bt.com/if you cannot hear or speak on the phone. More information can be found at https://www.gov.uk/government/news/coronavirus-support-for-employees-benefit-claimants-and-businesses

Live Active and Macmillan Move More Users

Live Active and Macmillan Move More users, advice and support will still be available over the phone via 07813 530 183 or email macmillan@renfrewshire.gov.uk or liveactive@renfrewshire.gov.uk.

 

Renfrewshire Leisure is continuing to work with all partners to monitor developments and continue to review its service delivery arrangements.

We will provide an update as soon as this is possible. In the interim, please follow @RenCouncil on Twitter for the latest information and guidance.

Our dedicated teams are contacting all customers with alternative arrangements to bookings, tickets and membership arrangements to inform them of their options. Please be patient with us at this time as we work through contacting all customers.

To remind all customers who have Direct Debit arrangements with us, these will be automatically frozen. Membership customers do not need to contact us at this time.

 

Customer FAQ's

Are Pools and leisure facilities completely closed?

Yes, we are currently offering no public services from our facilities at this time. We will continue to provide regular updates and information on how customers can maintain their physical health during this period of closure.

Will there be any online fitness classes?

Whilst fitness classes are not being provided, we are offering customers the opportunity to access other resources (such a Les Mills Virtual classes and home workouts at no cost) so that they can continue to exercise whilst our fitness class programme is suspended. This will be issued to members via email & via social media.

What will happen with my fitness Direct Debit?

Members paying by Direct Debit will have their Direct Debit suspended (no need to contact us or your bank) with immediate effect. Members that have paid up front for an annual membership will have their membership extended at no cost to cover the period of closure.

I’ve paid for my fitness membership for a year, what will happen with this?

Members that have paid up front for an annual membership will have their membership extended at no cost to cover the period of closure.

What will happen with my EVE Spa Membership?

Members paying by Direct Debit will have their Direct Debit suspended (no need to contact us or your bank) with immediate effect. Members that have paid up front for an annual membership will have their membership extended at no cost to cover the period of closure.

What will happen with the Learn to Swim programme?

Parents/carers paying by Direct Debit will have their DD suspended (no need to contact us or your bank) with immediate effect. Any lessons that have not been delivered against those payments will be provided at no additional charge. Parents that have paid in advance for swimming lessons that that have not been delivered against those payments will have those lessons provided at no additional charge.

I’ve booked my child into the Easter activity camps, when will I receive a refund?

All customers who have made online payment have been contacted & will receive a refund within 5-10 working days.

Will we be able to play general sports?

Barshaw golf club and Lochfield and Robertson Park Bowling Greens are now re-opened, but with rules regarding social distancing, check here for guidelines

What will happen with your Live Active service?

The team will continue to offer appointments over the telephone during this period of disruption. Resource packs are being compiled and will be made available to all clients of this service shortly. Contact our Live Active Team on liveactive@renfrewshire.gov.uk or 07813 530 183 for more information.

What will happen with your Vitality service?

Resource packs are being compiled and will be made available to all clients of this service shortly. Contact our Live Active team on liveactive@renfrewshire.gov.uk or 07813 530 183 for more information.

What will happen to the Active Schools Service?

The team will continue to offer appointments over the telephone during this period of disruption. Resource packs are being compiled and will be made available to all via our website & social media. For any questions contact Robert Agnew at Robert.agnew@renfrewshire.gov.uk. Check out our social media for daily updates, weekly activity challenges and online workshops.

What will happen to support local sports clubs?

We will continue to support our local sport clubs by phone, email, skype so that we are able to respond to any queries that you may have, we will email any updates from sportscotland, NGBs and other agencies so that you are aware of what support is available to your sport and club. For any questions contact Jim Blythe at jim.blythe@renfrewshire.gov.uk or 077 860 27792.

I have a booking at a Community Hall – what will happen to this?

All upcoming bookings are currently cancelled. Community groups with events scheduled will be contacted and their event will be discussed with them.

Will I be able to access library services during the closure?

Yes, there is a wide range of free online services including e-books, e-magazines & e-resources. Visit https://libcat.renfrewshire.gov.uk/iguana/www.main.cls?surl=RLHome to find out more. Not a member? You can join online and borrow right away

I’ve taken out a library book and now my library is closed, what do we do about returning books?

No overdue charges will be incurred by any customers during this time – we have reset the system so that none will be applied.

I’ve purchased a ticket to a show at Paisley Arts Centre, will it still go ahead?

We’re working with event organisers to find an alternative date at our town halls and Paisley Arts Centre for their events, our dedicated team will be in touch with you soon for an update.

Is the Heritage Centre completely closed?

Yes, we are currently offering no public services in person from our facilities at this time.

Can I contact staff at the Heritage Centre with a family history or local history research enquiry?

No, as all online and telephone enquiries are suspended and will be picked up once the team return to the Heritage Centre. We apologise for any inconvenience caused.

Heritage Centre staff have been dealing with my research enquiry online; will this service still continue during your public closure?

No, as all online and telephone enquiries are suspended and will be picked up once the team return to the Heritage Centre. We apologise for any inconvenience caused.

What can I access online to help me research local or family history?

We have a range of resources and links online at https://www.renfrewshireleisure.com/heritage-centre/ that you can use to begin or continue your research.

Is the Secret Collection completely closed?

Yes, we are currently offering no public tours and have suspended our loan box service at the Secret Collection at this time.

I have an enquiry about objects in the collection at The Secret Collection – are staff able to respond to me online?

We currently have a moratorium on all research enquiries as staff are working on our capital project, Paisley Museum Re-Imagined. This remains the same during the current Covid-19 situation and staff will not, unfortunately be able to respond online to enquiries.

My wedding is booked at the local town hall for later in the year. What are the chances of it being cancelled?

We will discuss the date with you and if you or we need to postpone it, depending on what’s happening in the world, we’ll happily move the date with no cost to you.

I am unable to hold my wedding due to financial difficulties, what support is there for me?

We can postpone the date for you and reschedule when you can afford it. We are also offering free cancellation on wedding bookings. A member of our team will be happy to discuss options which suit your needs best.

 

Thank you for your support

 

We recognise that this is an unprecedented and difficult time for our customers, colleagues and partners and we would like to thank for you patience and understanding through this challenging time.

 

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Get In Touch

Renfrewshire Leisure
11 Christie Street
Paisley
PA1 1NB

Tel: 0300 300 0250