Update on Class cancellation period and Waiting List (from 15 December)

We are very pleased to see a continual increase in membership and participation across our facilities, and we would like to thank customers for being part of this growth. As demand rises, we are constantly reviewing the number and capacity of our fitness classes to ensure we offer as many opportunities as possible. For example, we now offer over 180 instructor-led fitness classes plus virtual class each week countywide — a clear reflection of our commitment to meeting demand.

We would also like to take this opportunity to thank our customers for their continued loyalty and support. Many have been Actif members for a long time, and others have joined more recently, but together everyone has helped create a vibrant and active community that we are proud of. Your ongoing engagement, patience, and feedback play an important part in helping us shape and improve our services.

We recognise that many members have been experiencing difficulties when trying to find availability in fitness classes. Our data shows that although classes appear fully booked, final occupancy countywide averages at 69%, largely due to late cancellations, no-shows, or spaces not being released in time for others to book. We have already implemented several enhancements over recent months, but as these challenges continue, we will be introducing additional steps in the coming weeks.

Class cancellation period

One of the key factors affecting availability has been the current policy requiring 3 hours’ notice for cancellation before a £3 charge is applied. We understand that this short timeframe does not always give other members sufficient opportunity to see an available space, book it, and make arrangements to attend. Therefore, from 15th December, we will be extending this notice period to 24 hours; cancelations made within 24 hours before a class that has been booked will incur a charge of £3. This change will make spaces visible much earlier and provide a fairer chance for others to take part. Details around this update will be reflected across all platforms, including our terms and conditions, FAQs and booking confirmations.

Removal of waiting list

We have also reviewed the effectiveness of the waiting list system. While it has benefits, our insight shows that in most cases it is not proving helpful and is contributing to frustration for many members. As a result, the waiting list feature will be removed from 15th December. Without waiting lists and with earlier cancellations, members will be able to see a clearer, more accurate picture of availability and book accordingly in real time.

We appreciate that these changes are significant, but please be assured that they are based on detailed insight collected over time and form part of a wider programme of improvements designed to enhance overall experience. These steps add to actions already taken — and those currently under consideration — to continue improving access, fairness, and enjoyment for all members.