Customer notice: Coronavirus latest updates and guidance

During these difficult and uncertain times it is our top priority to protect and care for our residents, employees and customers. For the latest updates, please view more information.

Customer notice: Face Coverings

From Thursday 24 September 2020 we are asking our customers to wear face coverings in our centres at all times other than when actually taking part in physical activity.

We are asking that staff assist by reminding customers to wear face coverings. There are exemptions to who has to wear a face covering:

  • children under the age of 11 (Public Health England do not recommended face coverings for children under the age of 3 for health and safety reasons)
  • people who cannot put on, wear or remove a face covering because of a physical or mental illness or impairment, or disability
  • where putting on, wearing or removing a face covering will cause you severe distress
  • avoid harm or injury, or the risk of harm or injury, to yourself or others - including if it would negatively impact on your ability to exercise or participate in a strenuous activity.

Customer notice: Phoenix Sports and Leisure Centre re-opening from Monday 21 September 2020

The fitness suite, group exercise classes, sports hall and 3G pitch are re-opening at Phoenix Sports and Leisure Centre from Monday 21 September 2020.

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Coronavirus (COVID-19) FAQs - Ski slope

If I am shielding or in a vulnerable group (over 70) am I able to use facilities?

Use of the facilities is a matter of personal choice. The Government has stated its intention to end Shielding from 1 August 2020.


What is in place to make my visit safe?

We have implemented a number of measures to make sure your visit is both safe and enjoyable. All our activities are offered on a pre-booked only basis to ensure we are managing the number of people attending at any one time and allowing for social distancing. In our centres you will find hand sanitizer stations, cleaning stations for equipment and one way routes. All of these measures have been implemented to keep you and our staff safe.


What if someone who used the facilities tests positive for the virus?

We will be notified of any outbreaks and respond accordingly. Customers testing positive for the virus or self-isolating will not be permitted to use the facilities. 


Should I wear a mask to the Ski Centre?

From Thursday 24 September 2020 we are asking our customers to wear face coverings in our centres at all times other than when actually taking part in physical activity. 


How can I help to keep the facility safe?

We all have a responsibility to keep our facilities safe for use. This includes not attending if you or a member of your household displays any symptoms of Covid-19. Whilst you are here please observe directional signage and social distancing guidelines. There may be some queues to enter buildings, please be patient with us we will be trying to facilitate your access as quickly and safely as possible. Please remember to use hand sanitizer stations and clean your equipment down where required.  When leaving please follow the one way signage where applicable.


I think my TLC card has expired how do I renew it?

The expiry date for resident TLC’s has been extended until the end of the year so you don’t need to worry about this. Non-residents who have elected to purchase TLC discounts will need to contact the centre direct to renew their cards.


I haven’t got a Telford Loyalty Card, how do I get one?

TLC applications can be made online.


Will I have to queue to get into the Centre?

You may be expected to queue as we have limited capacity, please arrive no more than 15 minutes before your session and queue outside the door as indicated. Please enter and exit the Centre by following the social distancing signage and respecting others and their space.


Will the changing rooms be open?

No, we are asking that members attend the Centre in their active wear and ready to ski. This also includes bringing your own water bottle, pre-filled.


Why do we have to book to attend the Ski Centre?

Social distancing rules require us to proactively manage the number of participants at all times and record users of the facility. Booking activities will enable this and guarantee your space and prevent wasted visits.


How long can I spend at the Ski Centre?

Unless attending a 2 hour Ski School, time on the slope is limited to 1 hour per customer per day to enable as many members as possible access.


Will lockers be available?

No, there are no lockers available onsite. Coming ‘activity ready’ should reduce the amount of personal belongings you need to bring with you.


What should I bring to my session? 

Please wear suitable outdoor clothing with arms and legs covered, a pair of gloves is mandatory and you will not be able to use the facilities without them. 

Water fountains will not be available, please bring a pre-filled water bottle.


I have forgotten my gloves, can I borrow a pair?

No, due to social distancing and other guidelines we are not able to loan gloves out. If you have forgotten your gloves you will have to re-arrange your visit at reception.


Do I need a helmet?

Helmets are not mandatory; unless you are advised otherwise (e.g. Race Team Training). If you wish to wear a helmet please bring one with you.


How far ahead can I book?

Slots can be booked online or over the phone a maximum of 3 days in advance, all slots become available from 7am each day.


Can I book more than one session?

You can book multiple sessions throughout the week within the booking period, but cannot book multiple sessions within the same day. This is to give everybody a fair chance to make use of the facilities.


Where can I find the timetables and opening hours?

View the timetable.


If I book a slot and want to cancel, how do I do this?

We would encourage members to cancel online booking slots if they cannot attend, this will permit another member to book onto that slot. This can be done by accessing the online booking portal or by contacting the leisure centre by phone. For pay as you go customers, our usual cancellation policy applies (minimum 24 hours’ notice) and refunds can be received by phoning the centre and cancelling.

We would ask that all members give 24 hours’ notice for cancellations.


Can I book and pay at reception?

No, we are asking that customer’s pre book online for all activities. We are not accepting payments at reception at the moment.

Customers who do not have online access, please ring the facility to book your slot. 


Will there be any separate sessions for vulnerable members?

No, providing separate sessions for vulnerable members would not reduce the risk of transmitting coronavirus.

Why do we have to book activities?

Social distancing rules require us to proactively manage the number of participants at all times and record users of the facility. Booking activities will enable this and guarantee your space and prevent wasted visits.


Will I have to queue to get into the Centre?

You may be expected to queue as we have limited capacity for each class, please arrive no more than 15 minutes before your class and queue outside the door as indicated. Please enter and exit the Centre by following the social distancing signage and respecting others and their space.


Which lessons are running?

Download the timetable.


Why are some activities not available?

A small number of activities do not lend themselves to social distancing or other guidelines and as such have not been included within the current programme. We will keep this situation under review in line with any changes to the guidance. 


Why have you changed the timetable?

The timetable has been reviewed to ensure social distancing is adhered to, some sessions are therefore not available. The timetable is subject to change.


How far ahead can I book my activities?

Slots can be booked online or over the phone a maximum of 3 days in advance, all slots become available from 7am each day.


What should I bring to my lesson?  

Please wear suitable outdoor clothing with arms and legs covered, a pair of gloves is mandatory and you will not be able to use the facilities without them.  Water fountains will not be available, please bring a pre-filled water bottle.


I have forgotten my gloves, can I borrow a pair?

No, due to social distancing and other guidelines we are not able to loan gloves out. If you have forgotten your gloves you will have to re-arrange your visit at reception.


Do I need a helmet?

Helmets are not mandatory; unless you are advised otherwise (e.g. Race Team Training). If you wish to wear a helmet please bring one with you.


Are spectators allowed on site?

A maximum of one spectator per family is permitted. The spectator must be from the same household as one of the participants.  Spectators should remain on the top patio and not enter the slope area.  The Lodge will not be open to the public until further notice.

I have a block booking when can I return?

All customers, clubs and groups with block bookings will be contacted individually to discuss their return.


When will sports clubs return?

All customers, clubs and groups with block bookings will be contacted individually to discuss their return. 


Can I book a birthday party?

At present we are unable to confirm when we will be able to resume birthday parties.