Dance Studio Update

Firstly, we want to thank all customers for their patience and understanding over the past few weeks.

We recognise that recent issues affecting the Dance Studio at Canolfan Pentre Awel have caused frustration and disappointment for many of our customers, particularly those who regularly attend our fitness and wellbeing classes. We also appreciate that communication has not always answered all of the questions customers have had, so we wanted to provide a fuller update on the situation.

Unfortunately, the situation has proven to be more complex than initially anticipated with the extended period of disruption being due to repairs and the need for replacement components.

We are pleased to confirm that these specialist works are scheduled to take place on Wednesday 7 October. Following these works, the system will need to undergo testing and monitoring to ensure it is operating correctly and can maintain the Dance Studio at a suitable temperature for classes and activities.

Given the Actif facilities are within the wider Canolfan Pentre Awel (CPA) site, CPA’s Facility Management Team will be responsible for the testing and any adjustments required, and we will work in conjunction with those colleagues to ensure the system is performing as intended.

This is a positive step forward, and we are hopeful that the works planned for next week will lead to a significant improvement in conditions within the Dance Studio and move us much closer to a full resolution of the issue.

We fully appreciate the impact this has had on customers.

The ongoing issue has resulted in some classes being delivered in alternative spaces within the facility or even cancelled. Whilst we have worked hard to avoid cancellations wherever possible, relocating classes is not always straightforward. Alternative spaces may already be in use, may not be suitable for the activity being delivered, or may have a lower capacity than the Dance Studio.

This has unfortunately meant that some classes have had fewer available spaces, making it more difficult for customers to secure a place on sessions they regularly attend.

We understand the frustration this has caused and sincerely apologise for the inconvenience experienced.

We have received a number of enquiries regarding membership refunds and wanted to provide some clarity.

As set out within our membership terms and conditions, there may be occasions where facilities or specific areas need to be withdrawn from use temporarily to allow for essential maintenance, repairs or operational requirements.

Whilst we always strive to minimise disruption and provide alternative arrangements where possible, temporary changes or closures do not automatically result in refunds where services continue to be available and alternative provision is being offered.

Throughout this period we have continued to operate the leisure centre, provide access to fitness facilities and, where possible, relocate classes to alternative spaces to minimise disruption and in some cases offer a virtual class alternative.

We completely understand that this situation has been disappointing for affected customers. However, our approach remains consistent with the published membership terms and conditions that apply to all members.

One of the key pieces of feedback we have received is that customers would welcome the opportunity to ask questions directly and better understand some of the operational challenges currently facing the facility.

To support this, we are organising a Customer Forum in the coming weeks. This will provide members with an opportunity to meet the management team, ask questions, raise concerns and receive updates on the issues affecting the centre. We will endeavour to arrange this at a time that suits, but will ensure communications before and after that ensures engagement opportunities for those who might not wish, or be able to, attend in person given the thousands of users of Actif facilities at Canolfan Pentre Awel.

Further details will be shared once arrangements have been confirmed.

We also recognise concerns around the availability of classes and the difficulties some customers face when trying to secure places on popular sessions.

To help address this, we are currently reviewing our programme and are planning to introduce approximately additional fitness classes between now and the end of November.

Our aim is to increase overall capacity and provide more opportunities for customers to attend the activities they enjoy.

As these additional sessions become available, we would ask all customers to continue booking responsibly and consider fellow members. Many customers currently attend multiple classes per day and several classes each week, while others are struggling to access the sessions they would like to attend.

High class cancellation rates are also an issue so please only book the classes you genuinely intend to attend and cancelling bookings as early as possible so that you can help ensure fair access for everyone.

We appreciate that the past few weeks have not been the experience that our customers expect.

Please be assured that resolving the Dance Studio issue remains a priority, and we are committed to keeping customers informed as progress is made. We thank you for your continued patience, understanding and support while these matters are addressed.

Actif Sport and Leisure, Canolfan Pentre Awel