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General Information

I can't get through on the phone...

We are aware there are a number of customers who are trying to reach us via the phone but are unable to get through and we do apologise for this inconvenience. 

We use an internet phone system which means multiple customers can all be calling at once yet still hear a standard ringing tone and therefore may give the impression there is no one else waiting on the line. Our staff may also be assisting customers in the centre and unable to answer the phone at that time. 

We are in the process of amending our system so customers can leave a voice mail and we hope that this will be in place by January 2023.  

We are also upgrading our customer booking and membership portals to make them far more user friendly- we do hope that many of our customers will be able to utilise this facility which should also reduce some of the incoming calls. We hope the new booking/membership system will be launched in January 2023.

 

Do I have to pay to park? 

Generally parking is chargeable although there are free periods early morning/evening. Please check the displayed tariffs in the car parks and abide by any information given there.

We do not offer the parking refund voucher- these can be redeemed by shopping in selected shops in the town centre.

You can also use Ringo app or by phoning through to pay for your parking. 

 

Aside from driving, how else can I travel to Two Riversmeet? 

We are very close to the bus stop for the 1 and 1B Routes which are managed by More Bus- do visit their website for information on tickets and timetables. 

There is a bike rack in the car park which customers are welcome to use. The bike rack is used at customers own risk and please ensure that suitably adequate lock is used. 

Beryl bikes can be rented and we have a parking location just outside Reception which is usually well stocked. 

 

Can I leave my bike or scooter in Reception for staff to supervise? 

Unfortunately not. We do not take responsibility for any property left unattended and staff cannot be held responsible for supervising customer property. Please do not bring bikes or scooters etc into the building as these impact access for those with additional needs or using push chairs or evacuations in an emergency. 

 

Can I pop in to use the cafe?

Our cafe is only open during certain times of the week- so if you'd like to pop in during one of these times you are most welcome! 

Tuesday & Thursday: 1800-2200

Weekends- to cater for birthday parties only. 

 

What other refreshments are available?

We do encourage the use of reusable bottles for drinks so please do bring your own to refill from the water dispensers. Please do not bring glass bottles.

We have soft drink, snack and a Costa Coffee vending machine available for customers to use. These accept card/contactless payments only.

Please do recycle wherever possible using the bins provided. 

 

Gym- Commonly asked questions

Do I have to book for a gym session?

No- But....

While the gym rarely reaches capacity we do recommend pre-booking your session. This means that you can just 'skip the queue' at the reception desk by tapping your card on the access gates. If there is a queue at the front desk on your arrival, you will be asked to wait in line to book in. 

If there were to be any issues in the facility which resulted in the gym being closed unexpectedly we would be able to notify anyone who has pre-booked- this could save a wasted journey.

 

Where can I leave my belongings? 

Please leave all coats and bags in the dry side changing rooms, utilising the lockers provided. Lockers are operated using a £1 coin or a trolley token. 

You will be asked to remove any coats or bags from the gyms. 

 

I am not too sure about how to use a particular piece of equipment- what can I do? 

We have a range of videos on our YouTube channel which gives a demonstration and overview of the equipment. 

If you feel you need additional information to this, then perhaps booking on to one of our Gym Inductions would be helpful. Gym, Swim and Class members can attend this for free and there is a charge for non- members to also attend. 

We do often have a gym instructor on site who may be available to give advice.

If you are not comfortable to use the equipment safely, we would recommend seeking further advice before proceeding. 

 

What are you doing to keep the space as safe as possible following covid-19 (& other infections)?

We have installed Clenzair air purification systems in to the main gym and indoor cycling studios. This is leading technology which neutralises germs as soon as they are exposed to the environment. More information can be found here

We also encourage customers to wipe down their equipment after they've used it using the products provided. 

Swim - Commonly asked questions

Do I have to book for a lane swim/public swim/wet & wild? 

We would always recommend booking in advance for any activity you are certain you would like to attend to avoid disappointment on the day.

Many of our sessions can be fully booked days before the activity takes place and we are unable to exceed the stated capacities for safety and quality reasons. 

You can book activities online, over the phone or via Reception.

 

Is the Lane Swim for me? 

The Lane Swims are exactly that- ropes running up and down the pool to create lanes. The lanes are marked to show the speed- slow/medium/fast and swimmers select the most appropriate to their current ability or requirement. Depending on the ability/speed of other bathers you may be in a faster or slower lane to your expectation. You will need to be able to swim 25m continuously and unaided. 

If the Lane Swim is not quite right for your current skill or fitness level, then you are more than welcome to attend during the Family Fun sessions where the pool is a lot more relaxed. Please note there are no lanes during these sessions. 

 

 What if I am running late for my swim?

Many of our swim sessions are very popular and often reach their maximum capacity- plus a waiting list. If you are late to the start of the swim and there is someone waiting to join in- the lifeguard may offer your space to them. Do ensure you arrive with plenty of time.

We reserve the right to charge any member who does not attend their activity without cancelling (2 hours notice required for members)

 

Why do I have to pick a pool (main pool/small pool) to book for the Public Swims? 

Feedback demonstrated that customers appreciated knowing which pool was available as the small pool in particular does reach capacity during most sessions especially at the weekends. Please ensure you have selected the required pool for your booking as you are not able to swap between them. 

 

What will I need for the lockers?

The lockers are coin operated. They require either a £1 coin or a trolley token to be used to secure the locker.

Please do not leave belongings in the cubicles as this prevents other customers from being able to use the space comfortably.

Please use the wet-side changing rooms for pool activities. Please do not get changed on poolside.

 

My child attends the Two Riversmeet Swim Academy- how can I help them between lessons?

You can bring them along to any Public Swim or Lane Swim (dependent on their swimming ability- lane swim is exclusively for competent swimmers who can swim 25m continuously and unaided) to practice their skills in the pool. This is free of charge for the Swim Academy member. 

We do recommend booking all public swim sessions to avoid disappointment. 

Classes- Commonly asked questions

Do I have to book for a class?

We would always recommend booking in advance for any activity you are certain you would like to attend to avoid disappointment on the day.

Many of our classes can be fully booked days before the activity takes place and we are unable to exceed the stated capacities for safety and quality reasons.

You can book activities online, over the phone or via Reception.

 

Where can I leave my belongings?

Please leave all coats and bags in the dry side changing rooms, utilising the lockers provided. Lockers are operated using a £1 coin or a trolley token.

 

What if I am running late for my class?

Many of our classes are very popular and often reach their maximum capacity- plus a waiting list. If you are late to the start of the class and there is someone waiting to join in- the instructor may offer your space to them. Do ensure you arrive with plenty of time. 

We reserve the right to charge any member who does not attend their activity without cancelling (2 hours notice required for members)

Online Booking- Commonly asked questions

I am a member and/or have participated in activities on a Pay As You Go basis, but I do not have a password! How do I use the online system? 

Please visit this website and input your email address that you used when setting up your profile with us- if you are unsure what this is, please email 2rmenquiries@BCPCouncil.gov.uk 

After submitting this, you should almost instantly receive an email containing a link to reset the password- do check junk/spam boxes if the email does not arrive. If the system cannot find any account with this email address then no email will be sent and you'll need to pop an email to 2rmenquiries@BCPCouncil.gov.uk to ensure we have it on your account. 

Follow the link, selecting the account you'd like to change the password for (only applicable if you have multiple accounts linked to the same email address) and setting a new password. 

Once you have your password you will be able to log in to purchase memberships or book on to a range of activities. 

 

I have never been a member or used the facilities before- how do I use the online system?

Please visit this website to start to browse activities, as part of the process you'll create a profile. 

If you'd prefer to purchase a membership then visit this part of the website to get started. 

 

I would like to book for Soft Play/Holiday Clubs but the system says "Not Permitted"- why is this? 

Our Soft Play facility is exclusively for children aged 5 and under. Holiday Club bookings are for children aged 5-13. We have set the system to only permit children whose date of birth fits within these parameters to be able to book so please do ensure you are using your child's account to book rather than an adults account!

Junior Academies- Commonly asked questions

My child swims in the Swim Academy- do we attend on bank holidays and during school holidays? 

Yes- in general our Swim Academy runs over every bank holiday and during school holidays with the exception of two weeks over Easter and two weeks over Christmas (48 weeks per year). 

 

My child attends one of the other Academies (squash, trampoline or gymnastics)- do they attend during school holidays? 

These are term time only activities so no lessons will take place over the school holidays. (39 weeks per year)

 

Do I need to cancel my Direct Debit over the summer holidays for Gymnastics/Squash/Trampoline?

No, please do not amend your Direct Debit. This process will happen automatically, and no fee will be charged for August

Swim Academy children will still pay as usual for August as swimming lessons run for 48 weeks per year.

 

I would like to watch my child in their Academy- where can I watch from? 

For the Gymnastics or Trampoline Academies- please spectate from the gallery. 

For safety you must not move any chairs or stools in to the gallery area to spectate. Anyone being seen to do this will be asked to remove it. 

If you are bringing siblings to spectate, please ensure that you are adequately supervising them at all times. Children who are 5 or under and wish to use the Soft Play during this time must have booked and paid at Reception. Children who have not booked and paid or are too old will be removed from the Soft Play and returned to their parent. 

For Squash there is ample viewing space in the Squash viewing area.

Swim Academy parents are welcome to sit on the spectators side of the pool using the benches provided, though the pool hall can be hot at times. Alternatively it is cooler to view from the corridor just outside the pool hall- or from the cafe if appropriate to the child. 

Please note our pool side and changing room areas are 'electronic device free zones' to protect the safety of all users. Staff will challenge those seen to be disregarding the rules. 

The exception to this rule is our Swimming Teachers who use tablet devices during their teaching to take a register and note children's progress. These devices do not have their cameras/microphones enables.  

How do we join one of the academies?

In September 2023 we implemented a brilliant piece of software called Go Learn which is used widely in the Swim Academy industry. 

This has enabled us to remove all waiting lists for both Swim Academy and the Junior Dryside Academies in favour of families being able to browse and book spaces as soon as they become available. 

Please visit our Gymnastics, Squash, Trampoline and Swim Academy pages for more information on how to access Go Learn. 

 

My child has an operation/recovering from an injury etc.- what are my options?

As our Academies are so popular and operate with a long waiting list we only offer the following options:

  • Child retains their space in the academy, the payments continue as usual
  • Child gives up their space in the academy, the payments are frozen. When the child is ready to return we will offer them the next available space in a suitable class. There is no guarantee how long it may take for a space to become available. Payments will restart when they return to the activity.
  • Child leaves the academy completely.

 

My child is ready to leave the Academy- how do I do this?

All requests to cancel a membership to the Academy must be put in writing to 2rmadmin@bcpcouncil.gov.uk.

The team will respond to you to confirm when the last payment is due and when the last class will be. Please do not cancel your Direct Debit until you have received this response from us as you will still incur charges (where applicable). 

Please note- there is a notice period so if you know your child intends to start a new activity after the holidays which means they can no longer continue with our academy, please ensure you give sufficient notice.