Dear Valued Customer,
Following the recent statement from the Welsh Government, we regret to inform you that Newport Live venues will be closed from Sunday 20th December and will not be open to the public until further notice. A simple guide to help you navigate this period, demonstrating what services and businesses will be open and accessible at different tiers can be found using this link Welsh Government Unlocking our society and economy.
Welsh Government will be reviewing the lockdown every 3 weeks so we anticipate that we will be closed until at least Friday 15th January. We will be working closely with Welsh Government, Newport City Council and other key partners to provide more details to customers as soon as we are able.
This will affect the following facilities;
Newport Centre
Regional Pool and Tennis Centre
Geraint Thomas National Velodrome of Wales
Active Living Centre
Newport Stadium
Connect Centre
The Riverfront Theatre and Arts Centre which has been unable to open since March will also remain closed.
During this period Newport Live will be seeking to work with our partners where exemptions allow services to take place within our venues for the benefit of Newport residents and the city. We will be able to support professional and elite sport, educational provision and any clinical programmes during the lockdown.
If you have a membership, attend swimming or tennis lessons with us, or have a direct debit you do not need to take any action. This will be frozen until we reopen and no payment will be taken during our closure. Full details can be found below.
Memberships
If you have a membership with Newport Live, you do not need to take any action, your membership will be automatically frozen from the day we close, this applies to monthly, fixed term and annual members. As a result, we will not be seeking to collect any direct debit payments from your bank account during our closure. We will be crediting you any balance of your membership due to the closure (e.g. days during December) upon reopening of our facilities and programmes. You do not need to take any actions and we will update you when the opportunity to reopen and restart your participation is available to you.
If your membership is frozen at the point of our forced closure your membership will continue to be frozen until the agreed date.
Direct Debit Members
For those members whose Direct Debits are currently live, due to the Welsh Governments most recent communications and the uncertainty of when we may be allowed to re-open our facilities, we have taken the decision not to collect your Direct Debit payment due on Monday 4th January 2021. We are hopeful we will be able to re-open early 2021 and will contact you once we have a confirmed re-opening date advising of future collection dates and amounts.
You do not need to take any action in relation to your Direct Debit. If you would like to freeze your Direct Debit to prevent future payments from being collected please contact our team on enquiries@newportlive.co.uk. We understand now more than ever the financial pressures you may be facing and would like to remind our customers that we will be more than happy to help in any way we can, please speak to our team on 01633 656757 now or when you need us in the future.
For those members whose Direct Debit memberships are currently frozen, due to the on-going COVID-19 pandemic we have taken the decision to freeze your Direct Debit membership indefinitely meaning we will not collect any future Direct Debit payments until you advise us of your wish to do so when you are ready to return and we are allowed to re-open.
Fixed Term Members – 1 Month, 3 Month and Annual
For those members whose Fixed Term memberships are currently live, due to the Welsh Government’s most recent communications and the uncertainty of when we may be allowed to re-open our facilities, we have taken the decision to freeze your fixed term membership. When we are allowed to re-open we will extend the end date of your membership to cover the period of our forced closure.
For those members whose Fixed Term memberships are currently frozen, due to the on-going COVID-19 pandemic we have taken the decision to freeze your fixed term membership indefinitely. When you are ready to return and we are allowed to re-open we will be more than happy to unfreeze your membership extending the end date of your membership to cover the freeze period.
Integrated Swimming and Tennis Programme Memberships
If you have an Integrated Swimming Programme or Tennis programme membership with Newport Live, you do not need to take any action, your membership will now be automatically frozen from the day we close. This applies to monthly, fixed term and annual members.
We will not be taking any direct debit payment during our period of closure.
If your membership is frozen at the point of our forced closure your membership will continue to be frozen indefinitely.
Swimming Lessons
All swimming lessons following our closure will now be frozen with immediate effect and existing credits will remain in place until we are able to resume the lessons. For those of you with a Direct Debit for swimming lessons, you do not need to take any action. We will not be taking any direct debit payment during our period of closure.
If your membership is frozen at the point of our forced closure your membership will continue to be frozen indefinitely.
Bookings and Pre-booked Events
All bookings will be cancelled from Sunday 20th December 2020 through to Friday 15th January 2021. If your activity was a paid activity, we will transfer your booking to a convenient date and time and one of our team will be in touch to discuss your options. If your booking forms part of a larger ‘block booking’ or ‘event’ again one of our team will be in touch to discuss this with you.
We ask customers to be patient with us and we will be in touch as soon as possible, we will start to communicate with customers whose bookings are due in date order from the closure.
Staying Active and Creative
We understand the importance of wellbeing, taking part in sport, physical activity, exercise and engaging in the arts and other creative activity as being essential to the wellbeing of our customers, particularly at this time.
Please stay safe and remember to stay active and to get creative whilst you are at home. We’ll be sharing as much as we can digitally to support you with this including videos from some of your favourite instructors.
· Visit Happy and Healthy at Home on our website for details on online classes and activities
· You can follow Newport Live on Facebook, Twitter and Instagram via @NewportLiveUK
· Sign up for our e-newsletter at www.newportlive.co.uk
· Download our apps from the Apple or Google Play stores
Thank you
Thank you so much to all of our customers. We are committed to keeping customers and employees safe and have introduced our Covid-19 Commitment to give you peace of mind when joining Newport Live or using our services or facilities. You can find more details here.
Newport Live is a non-profit distribution organisation and charity, we are very grateful for your continued support. You can find out how you can support us at www.newportlive.co.uk/support-us
Please continue to follow the most recent guidance from Welsh Government available at https://gov.wales/coronavirus
For the most recent updates please keep an eye on our website and @NewportLiveUK on social media.
If you need to contact us during our closure, please email enquiries@newportlive.co.uk, use our chat function on our website or call 01633 656757.
Finally, we wish you a happy and healthy Christmas and New Year! We look forward to welcoming you back to Newport Live in 2021 and once again inspiring you to get active and creative together.
