HOW TO GET IN TOUCH WITH US
Please speak to any member of our staff when visiting any of our facilities if you need assistance.
Call one of our Customer Service Advisers on 03330 439 900
(10am - 4pm weekdays & 9am - 2pm Bank Holidays)
Member Sales Enquiry
Fill in our Member Sales Enquiry Form here
Frequently Asked Questions Click here...
What are your opening hours?
Monday to Friday, we are open 6.30am until 9.00pm (Except Brackmills 6.00am until 9.00pm)
Weekends 8.00am until 5.00pm (Except Cripps 7.00am until 5.00pm & Brackmills 6.00am until 6.00pm)
please check individual site page on website for any changes
What are your Bank Holiday opening hours?
Bank Holiday opening hours vary by centre. Please see our website
Bookings
How do I book a class?
Non-members at Duston, Belper (and Brackmills) can book online, via the app, in the centre or via our contact centre on 03330 439 900. Cripps is a member-only gym, and classes/activities can be booked in the same way
Do I need to bring proof of booking with me when I attend?
You don’t need to bring proof of booking; give your name and booking details
Do you accept cash payments for bookings?
I’m sorry, we don’t accept cash payments at any of our sites
Do I have to book for swimming?
At Belper, you can just turn up. Only members can swim at Cripps and must be able to swim at least 50m of a recognised stroke, and be over the age of 16. Members swimming at Duston (and Weston Favell) pools must book a session
Do you have lane swimming?
Yes, our timetables will state when lane swimming is available. Please refer to the website for details
Where do I find a list of classes that you offer?
Please see our website for timetables at each of our gyms
Do you have descriptions of the classes?
Yes, refer to each centre on the website for class descriptions
Do I have to be a member to book a class or court?
No, you don’t need to be a member to book (except for Cripps for classes)
Do I have to pay for each person playing (badminton/table tennis) or just the court?
No, the booking is per court
Can children play badminton or table tennis?
Yes, children can play badminton and table tennis. They must be supervised by an adult
How far in advance can I book a class/court/swim?
Members can book up to 8 days, non-members up to 5 days
Do you have a waiting list for classes?
Yes, for members only
Do you hire racquets and shuttlecocks?
No, please bring your own racquets and balls/shuttlecocks
How can I book via the app or website?
You will need to create an account to book via the app or website.
How can I reset my password?
On our website, click on “Book Online”, then click on the little figure next to the trolley icon. Click on “Forgotten Password”, and we will send you a link to reset the password. Alternatively, call our contact centre on 03330 439 900, and they will be happy to help.
Do you offer Day passes?
Yes, for £10, which includes swimming (where available), gym and any classes with spaces
Do you offer a refund if I cancel a class or activity?
I’m sorry, but we don’t offer refunds for cancellations for non-members. A credit can be given for a free activity/court for Trilogy Active members with 24-hour notice
How do I cancel a class or activity?
If booked via the app or website, click on Manage My Activities to cancel the booking. Alternatively, call our contact centre on 03330 439 900 or speak to reception staff
Do I need to bring my own mat or equipment?
Yes, please bring your own mat
I want to make a regular group booking for my organisation – do you offer this?
Yes, please email bookings@trilogyactive.co.uk
I need a carer with me – are they allowed to come along for free?
Carers can accompany customers for free, provided they are there for support. Carers cannot do their own workout whilst on the premises
Are lifeguards on duty in the pool?
Lifeguards are present at Belper, Duston and Weston Favell School pools. There is no lifeguard on duty for general swim sessions at Cripps
How deep are your pools?
Please refer to each centre for depths and lengths
Memberships:
What kinds of memberships do you offer?
We offer different memberships at Belper and our Northampton gyms. Please refer to the website for more details
Do you offer a discounted membership for people in receipt of benefits/with disabilities?
We don’t offer discounted memberships for those in receipt of benefits or who have disabilities. Please speak to a member of staff in our contact centre for more information about our Activity on Referral memberships, or see our website under “Community”
Do you offer swimming lessons for babies and toddlers?
We are not able to offer baby and toddler swimming lessons at present
What does a Junior Active membership include?
Please see our website for a comprehensive list of what is included with the Junior Active membership.
Can children use the gym?
Children can use the gym from 11 when accompanied by a Trilogy Active member. From 14, children don’t need to be accompanied. They must complete an induction
What does your Trilogy Active Life membership include?
Unlimited gym, swimming, classes, use of the sauna at Cripps, and off-peak racquet sports
What does your Belper Supergold membership include?
Unlimited gym, swimming, classes, sauna and steam room, weekend racquet sports
Can I use my membership at all your gyms?
Yes, all centres are included
Do I have to have an induction?
Whilst not mandatory, we do recommend completing an induction before using the gym
Do you offer personal trainers?
Yes, please see the website for details
How much do the personal trainers charge?
The prices vary. Please get in touch with the personal trainers for more information
Do you offer guest passes for friends and family?
We don’t offer guest passes. You can buy a Day Pass for £10
Do you offer adult swimming lessons?
Yes, at our Cripps and Duston School pools. Please speak to a member of staff in our contact centre for more information about the Adult Swimming Lesson membership
Do you offer 1-2-1 swimming lessons?
No, we don’t currently offer 1-2-1 swimming lessons.
Do you still offer leisure cards?
Yes, they can be used at Duston only
Do you offer discounted leisure cards?
Yes, we offer both an adult concession leisure card and a family concession card. Duston residents can buy a leisure card at half price. See the website for prices.
How do I cancel my membership?
Please email customerservice@trilogyactive.co.uk. We will reply with the last payment date and when your membership expires. We do require at least 30 days’ notice. Please do not cancel your DD with the bank until you have contacted us.
Do I need a bank account to take out a membership?
Yes, you will require a UK bank account to set up a monthly direct debit
Can I pay for a membership in advance?
Yes, we accept payments for twelve months in advance. This payment is non-refundable
Do I need to provide proof that I’m a student?
Yes, when collecting your card, you will need to provide proof that you are a student
Function hire:
How much does it cost to hire your function room?
£50 for members and non-members
How many people does the room accommodate?
Up to 180 people
Do you have a bar?
Yes, we have a licensed bar available
Can I book the hall for birthday parties?
Yes, please email customerservice@trilogyactive.co.uk for more information
Do you offer function hire for 18th or 21st birthday parties?
No, I’m sorry, we don’t offer cater for 18th or 21st birthday parties. Adult birthday parties are available for people aged 25 and over
Do you offer function hire during the day?
Please email customerservice@trilogyactive.co.uk for a tailored quote
Can I bring my own food and drink?
Yes, we don’t provide food. We don’t allow customers to bring their own alcohol or soft drinks for function hire.
When can I access the room to decorate it?
We allow customers to access the room to decorate it from 6pm until 7pm
Birthday parties:
Do you offer birthday parties for children?
We offer a range of birthday parties for children, both at our Duston leisure centre and our soft play centre, Berzerk. Please see the websites for details – www.trilogyactive.co.uk and www.berzerk.co.uk
How much do they cost?
Prices vary by type of party and venue. Please consult the websites for more details – www.trilogyactive.co.uk and www.berzerk.co.uk
Do I have to pay for babies?
There is no charge for babies accompanying older siblings
Can I hire your sports hall for a birthday party?
Please call 03330 439 900 or email customerservice@yrilogyactive.co.uk for more details
Do I have to bring my own equipment or do you provide it?
We provide equipment for the disco and bouncy castle parties held at Duston
Do I need to bring my own food and drink?
Yes, we don’t provide food or drink. We can provide water and jugs for squash
Do you offer party bags?
Only at our Berzerk Soft Play centres. At Duston, please bring your own party bags
Can you cater for children with allergies/special needs?
As we don’t provide food or drink, this will be at the discretion of the party hirer. For children with special needs, please call us on 03330 439 900 or email customerservice@trilogyactive.co.uk
General:
Can I buy tea or coffee at the centre?
We have a café at Duston selling cakes and hot/cold drinks. Our opening times are:
Monday-Friday: 9am - 8pm
Saturday & Sunday: 9am - 5pm
The Chatty Cafe - Fridays 9am-1pm
Do you have a café selling hot food?
No, it's just snacks and cakes
Do I have to pay for parking?
Parking is free at Duston. At Cripps, you can use any of the hospital visitor car parks and pay 60p on departure by using the machine near the entrance. We have a free car park at Cripps accessible from the Bedford Road. Ensure you enter your car registration number in the iPad near reception.
Do you allow guide/assistance dogs on the premises?
Yes, guide and assistance dogs are allowed in the leisure centres
Do you have lockers?
Yes, we recommend bringing a padlock, or you can buy one from the staff for £5.00
Do I need a coin or a padlock for the lockers?
You will need a padlock
MEMBERSHIP REQUESTS
In the unlikely event you wish to cancel your membership with Trilogy Active, or need to freeze your membership payment for any reason, you must email our Customer Service team on:
Or submit the membership cancellation form here
The request must come from the account holder.
When contacting us, please include the following details:
Member’s full name
Date of birth
Reason for cancellation
You’ll get an automated reply confirming receipt, and then a follow‑up email once the cancellation has been processed.
(Please don't cancel your direct debit at the bank until we have processed it).