Welcome Back FAQ’s
These are some of the most frequently asked questions and customer queries we’ve had since reopening after the COVID-19 lockdown.
Please read our full Welcome Back guidelines before visiting a centre for the first time. They cover everything from what to wear, to how to enter the building and more.
My area is in local lockdown, can I still visit the centre for a workout or swimming lessons?
We ask that you follow the guidelines set out by your local council in regard to lockdown. This helps us ensure our centres can remain safe places for our people to use. If your local council is advising you to stay within the county then please follow that advice.
Don’t forget memberships can be frozen here if you’re not sure when you’ll be able to visit again.
I’m self-isolating or shielding, what will happen with my membership?
If you’re going to be shielding for a long period, you can freeze your membership online here. For those in a self-isolation period, we ask that you refrain from visiting the centre until that period has ended.
Can I call my local Brio centre?
You can indeed! Our phone lines are staffed from 9.00am – 5.00pm on weekdays and 8.00am – 4.00pm on weekends, so feel free to call with any bookings or enquiries.
What sessions are currently running?
We’re currently running fitness classes, gym sessions, lane swimming, family swimming, racquet sports and the Athletics Track at Ellesmere Port Sports Village is open. Keep up-to-date with what’s running by visiting our Welcome Back page.
How do I find my Member ID
You should have had a letter recently about with our re-opening information in it, including your Member ID. You may also have an email with the subject “Your Brio Membership” which also includes your Member ID in it.
If you don’t have either of these, please message your local centre here.
I can’t log in to my account online
Firstly, please try using the “Forgot my password” function to reset your password. Using your email address and new password you should be able to log in. If you’re still having problems, please message your local centre here.
I can’t book via the app
The Brio App is only available to Premier, WorkFit and £26 Brio Concession members. If you’re not on one of these membership types, you can still book sessions online here.
If you are on one of these memberships but are having issues booking via the app, please message your local centre here.
Can I just walk in and book a session
We don’t allow any walk-ins or sessions that haven’t been pre-booked in advance.
Do I have to wear a face covering in the building?
As of Monday 17 August we’ll be asking that you wear a face-covering at all times inside of our centres to help keep everyone safe. You won’t need to wear one when undertaking your activity
This is part of our next phase of opening, in which we begin to allow more people into our centres.
Staff will be wearing face coverings too, but we don’t have the resources to hand out complimentary face coverings to visitors, so please remember to bring yours!
We’re monitoring government guidelines and are working in accordance with their guidance on face-covering types as well as exemptions. Our team will always remain welcoming to you, and if you’re ever unsure of anything then feel free to ask.
Can I bring my kids swimming?
We’re currently only running lane swim sessions. If your child is a competent swimmer and can follow the lane etiquette then they can accompany you, provided they book a space and lane. If your child requires floatation aids then they aren’t confident enough to join the lane swim.
I’ve lost something in a Brio Centre, how can I get it back?
Due to our health and safety measures, we’re unable to store any items in our lost property and they must be disposed of immediately. We know this isn’t ideal, but it’s a requirement in order for us to keep our centres safe, so please take extra care of your belongings!
Can I bring a towel or lunch to the gym?
No, please refrain from bringing these with you. We have no locker facilities available so recommend you only bring what you need to workout. We’ll provide disposable paper towels to use for wiping away sweat, and cleaning products for wiping down equipment
How can I cancel my membership?
We’re sad to see you go, but if you’d like to cancel a membership then you just need to contact your local centre and they’ll be able to process this for you.
Inclusion and Accessibility
What accessible features do your facilities include?
All Brio Leisure facilities are accessible by wheelchair, with lifts to first-floor amenities where appropriate. All of our sites also include accessible toilets and changing rooms.
We have pool hoists available at all of our swimming pools, and the staff are happy to assist with support and access where required. Simply let a member of the team know if you need any assistance when you arrive.
Most sites have disabled parking bays and dropped curbs or ramps along with sliding doors. If you find any of our facilities difficult to access for any reason, please speak to any member of the Brio Leisure team about how we can make your visit to our centres more suitable for your needs.
Many of our centres now have listings on the DisabledGo website. Visit the centre homepage of your choice to find out more.
Can I bring my guide dog in with me?
Yes, we can accommodate guide dogs at all of our facilities.