Frequently Asked Questions
Here are some of our frequently asked questions regarding the installation of new access control.
1. Why are we installing access control?
Access control helps improve member experience, increase security, and reduce unauthorised entry. It allows automated tracking of visits, smoother check-in, and better protection of staff, members, and equipment.
2. What types of access control will be used?
Systems include:
- Band or fob entry
- Mobile app QR or digital passes
3. How will access control affect my visit?
Members will simply scan their phone/band or fob at the entrance to enter. Reception staff will remain available to help, but queues should reduce, and entry will become quicker and more reliable.
4. Does this mean reception staff will be replaced?
No. Access control supports staff, rather than replacing them. Staff will still greet customers, handle queries, provide tours, and support users. Automation mainly reduces manual check-in tasks.
5. Is the system secure and GDPR compliant?
Yes. Access data is encrypted and stored securely. Personal information is processed in line with GDPR and only used for operational purposes such as access and membership management.
6. Can I share my access band/fob or code with someone else?
No. bands, fobs, and digital passes are for individual use only. Sharing access is a breach of membership terms and may lead to suspension or additional charges.
7. What happens if I forget or lose my Band/Fob?
Members can report lost bands and fobs to reception. Replacement bands/fobs will be issued according to centre policy and fee structure.
8. Will access control operate when reception is unstaffed?
Yes. The system allows controlled entry for members that have pre booked activities.
9. Can visitors / guests still enter?
Visitors and guests can still attend. Staff will issue temporary access.
10. How do ‘pay as you go’ customers gain access?
Pay as you go customers can book and pay online or via the Active Mid Devon app. The app on their phone can then be used to open the gates on arrival. Alternatively, they can book and pay at reception, although this may take more time.
11. Will this affect class bookings or gym usage limits?
Access control can integrate with booking systems to manage capacity for classes, swimming, and gym usage. Members will still book activities in the usual way.
12. Will there be training or assistance for members?
Yes. Centres will provide on-site guidance, signage, and help from staff.
13. What about accessibility?
Accessible entry methods (wide gates, low-mounted scanners, assisted access controls) will be available. If you require additional support, please speak to centre staff.
14. Will installation disrupt opening hours?
There may be short periods where areas are closed for electrical or building works, but we aim to minimise disruption.
15. How will access control benefit members long-term?
- Quicker entry
- Better security
- Help reduced overcrowding
- More controlled guest access
16. Can I access the centre through the back door at Active Tiverton?
No, for building security reasons. There will be an intercom system for emergencies only.
17. How do I access the centre if my child needs the toilet and we are using the artificial pitch?
You will need to go to the main entrance, and one of our staff will give you access to the centre to use our toilet facilities.
18. What will happen when I bring my child to swimming lessons? What will happen if someone else brings my child?
Gates will be locked; however, our team will be able to give you temporary access, see question 9.
19. What is happening at Active Cullompton?
We currently don’t have a timeline for Active Cullompton but Active Cullompton will be using the same entry system to scan in via the Active Mid Devon app, fob or wristband, but this will operate the automatic entry door, rather than internal gates, and will only operate at times when additional security is needed.
20. When will installation take place?
Dates vary by site. Centres will give advance notice of installation times and any temporary disruption.
Our Centres
Active Cullompton (Culm Valley)
Active Tiverton (Exe Valley)
Active Crediton (Lords Meadow)
