Frequently Asked Questions
Here are some of our frequently asked questions regarding illegal encampments.
Why are the facilities closed?
Our facilities are currently closed due health and safety concerns. We prioritise the safety of all our customers and staff.
How long will the closure last?
We are actively addressing the situation and will reopen as soon as it is safe to do so. We will provide regular updates on our website, social media, and app.
Will I receive a refund or compensation?
Whilst we understand some of you have requested refunds due to previous closures at Active Crediton/Cullompton/Tiverton. While we truly appreciate your patience during this time, we’re unable to offer refunds as per our Terms & Conditions (Clause 10.1 – Exceptional Circumstances). The closure was necessary to ensure the safety of our staff and visitors. Thank you for your continued understanding.
10. EXCEPTIONAL CIRCUMSTANCES
10.1. The Council will not be liable for or responsible for any failure to perform any of its obligations under this agreement which is caused by any event that is outside the Council’s control. No refunds will be provided if the Council is not able to open due to a reason that is beyond the Council’s control.
Can I reschedule my visit?
Yes. We’re happy to help you reschedule your visit for a later date. Please contact our Front of House team for assistance.
Are there any nearby alternatives we can use?
Yes, we offer inclusive memberships, and you can access our other facilities during this time.
How will I be informed when the facility reopens?
We will post updates on our website and social media channels. If you download our app, we can send you push notifications to keep you up to date.
If the new access gates are in place, why is the leisure centre still closed when unauthorised encampments arrive in the area?
The external height barriers have been installed as a deterrent to help reduce the risk of unauthorised vehicle access onto our site. However, no security measure can completely prevent unlawful access, and we can’t control what others do to protect against the same risk.
Our internal access gates help us to control entry into each centre; however, it doesn’t remove the potential for disruption, threats, and abuse to staff and customers.
When there is unauthorised access on our site, or in an area adjacent, we carefully assess the situation and may decide to temporarily close the leisure centre. This decision is made to ensure the safety and wellbeing of our customers and staff. All our centres operate under comprehensive risk assessments, which are reviewed regularly and informed by previous experiences and operational considerations. These assessments are strictly adhered to when determining whether it is safe to remain open.
While we appreciate that temporary closures can be frustrating, the safety of everyone using and working at the centre must always remain our highest priority. We continue to work with the relevant authorities and partners to manage these situations and reopen facilities as soon as it is safe to do so.
Our Centres
Active Cullompton (Culm Valley)
Active Tiverton (Exe Valley)
Active Crediton (Lords Meadow)
