We have developed some FAQ’s around the Routemap and the services and activities we are looking to start.

Find out more within each section below

How can you reopen The PEAK and keep the risk of Covid-19 transmission low?
Firstly, The PEAK can’t operate as an entirely accessible facility.

We have 4 clearly marked Zones each with their own entry and exit door and these doors will only open 5 minutes before the activity starts. You won’t be able to move between zones from inside The PEAK.

Each activity will have a staggered start time. All activities must be pre booked online. You should only arrive 10 minutes before your prebooked activity starts then go straight to the clearly marked physically distanced relevant zone for your activity and wait outside for the doors to open – 5 minutes before the activity starts.

The main entrance will be closed, except for entry and exit to Zone 1 for the Gym.

There will be four zones in operation at The PEAK and we will introduce one zone at a time until all 4 are operational.

  • Four new separate zones established to keep each activity safe and physically distanced
  • Zone 1 – GYM, Zone 2 – INDOOR CLASSES, Zone 3 – INDOOR CYCLING, Zone 4 – OUTDOOR EXERCISE
  • Each zone has a separate clearly marked entrance and exit
  • Zones kept far apart to reduce viral transmission
  • Activity start times will be staggered
  • Deep clean and disinfection of the zone, area and equipment after each activity
  • Activity start times are specifically programmed with gaps to keep number of users on site at any one time to a minimum

PHYSICAL DISTANCING

  • Minimum 2m distancing between people in each zone
  • 3m distancing between people in fitness classes
  • Fitness and indoor cycling classes in larger ventilated sports hall and ice rink
  • 3 metre x 3 metre boxes clearly marked on sports hall floor for fitness classes
  • Gym equipment generously spaced out to avoid two people exercising ‘face-to-face’
  • Some gym machines removed so all equipment in main PEAK gym is safely spaced out
  • Other machines and gym equipment safely spaced out in Studio 1 and 2
  • All activities must be booked online and in advance so the number of people on site at any one time will be kept to a minimum

CLEANING AND SAFETY

  • Deep clean and disinfection of the zone, area and equipment after each activity
  • Cleaning stations in the sports hall and ice rink
  • Increased number of cleaning stations in the gym areas
  • Users must clean each piece of equipment before and after use in the gym and studios
  • Hand sanitising stations throughout
  • Adjusted air circulation systems to reduce transmission risks
  • Team extensively trained on new operating systems, Covid-19 risks and management


What should I do if I have a safety concern?
If you have a concern before your visit you can email us at askus@activestirling.org.uk
If you have a concern during your visit, please alert a facility team member of staff but please keep at least 2m away from our team members if you want to speak to them. We might ask to follow this up with a phone call if we don’t have time to discuss the detail at that point.

Will I have to wear a face covering?
If you are not exempt from wearing a face covering you should wear one up to the point of exercise and again once exiting.

How will you support the Contact Tracing programme to identify people at risk of coronavirus (COVID-19)?
Contact tracing is a process for identifying people at risk of coronavirus (COVID-19) infection because they‘ve been physically close enough to a person who has tested positive. All users must book an activity in advance and upon arrival their attendance shall be recorded. Should you test positive for COVID-19, contact tracers will call you and interview you in order for them to be able to get in touch with people you have been in close contact with, those individuals will be told to self-isolate for 14 days. Using our booking system records we will be able to identify all the individuals who attended each session and work with the contact tracer to ensure individuals are notified where required.

How do I book a class or activity?

All activities must be booked online and in advance. There is no option to book and pay at The PEAK. You can book from the Active Stirling website or from the app. If you already have the app and used it to book classes before the shutdown then you’ll be able to use it to book activities again once we open for bookings. You must be a registered user to book and have your pin.

If you’ve lost or forgotten your pin you can access it here. If you choose to unfreeze your membership you won’t be charged to book an activity, otherwise all activities will be on a pay as you go basis.

If you haven’t booked a class or activity online before and need to create a new login, you can register online by clicking here - Make an online booking

How do I cancel a class if I’m not going to be able to attend?

Please cancel through the app or through your online booking account. If you’re a member then please cancel any class you won’t be able to make as far in advance as possible. If you are a pay as you go customer then you can cancel your class but please note no refund will be given – please see our terms and conditions.

I’ve booked a pay as you go outdoor exercise class. What if it doesn’t go ahead due to the weather?

Unfortunately, we cannot predict the weather and the forecast is ever changing. We will do our very best to make sure outdoor classes go ahead but where the weather conditions prove to be unsafe or unworkable and in the unfortunate event that Active Stirling must cancel an activity, a credit shall be issued to each user who made a pay-as-you-go booking for that activity. The credit may take up to 48 hours to apply to each account.

Can I book lots of classes, like before, as part of my membership?

If possible, in the short term and until we are able to offer a wide range of activities, we ask that you book just one activity or class per day to allow more customers and members to keep active and look after their health.

Due to the large gaps between classes to allow us to deep clean, you will not be able to wait at the facility between one class finishing and another one starting.

What happens to my pay monthly membership now?

ALL IN pay monthly memberships were automatically frozen when we stopped all programmes and activities on 17 March 2020. ALL IN members have the option to either restart their membership during Stage 1 on the initial reduced activity basis or to keep their membership frozen and pay as they go for individual activities instead.

Memberships will stay frozen unless you specifically ask for it to be activated again. To unfreeze it please click here

You can ask to unfreeze your membership from Monday 20 July 2020. Please note that this request has to come from the main direct debit holder for your membership. We need a minimum of 3 working days to restart it.

I’ve decided to unfreeze my ALL IN membership. What activities can I do?

If you choose to unfreeze your membership, you can access Outdoor Exercise classes such as Bodyweight Circuits, Cardio Fitness and TRX classes in Zone 4 on the outdoor pitches. Our indoor fitness classes, gym and climbing wall are available from Stage 3 of our Routemap.

What about skating?

We expect skating to be added to the ALL IN membership package a bit later as set out in our Routemap.

I’ve unfrozen my membership so I can book in for outdoor exercise classes. What if they don’t go ahead due to the weather?

Unfortunately, we cannot predict the weather and the forecast is ever changing. We will do our very best to make sure outdoor classes go ahead but where the weather conditions prove to be unsafe or unworkable then unfortunately, we will have to cancel and try to reprovision an additional class or activity at another time that you can take part in. Please see our terms and conditions for more details.

What membership types are available to unfreeze?

Existing ALL IN single adult, joint group and junior memberships can be unfrozen. We expect that we can offer Junior ALL IN memberships and general access for under 16s at Stage 2.

What about annual and other prepaid memberships?

Annual or prepaid memberships can also restart on request and they will run for the rest of the prepaid period.

Will you be offering new memberships?

Yes, if you would like to take out a membership please email us at membershipsales@activestirling.org.uk

What if I choose to unfreeze my membership or use my prepaid membership and then I need to self isolate?

If you have to self-isolate after your membership has restarted please email membershipsales@activestirling.org.uk and we will freeze it again for you.

What if I’m in a group or joint membership and I’m the only one who wants to unfreeze the membership?

Requests to restart memberships must come from the direct debit holder however there are options to temporarily change your membership to another package such as an ALL IN Single membership.

Please email membershipsales@activestirling.org.uk and our team can go through these options with you.

What will happen to ALL IN memberships in the future?

We will automatically unfreeze current ALL IN memberships when we are able to offer you access to gym, swim, fitness, skate, climb and play activities as before. We will advise you with a minimum of one month’s notice before any memberships are restarted.

If I am on the Active Living For Life exercise referral scheme or follow on membership will I be able to gain access?

Active Living For Life clients who have progressed through the twelve week scheme and have an activestirling.org.uk follow on membership will be able to restart their membership or pay as they go from Stage 1. Clients who are in the scheme will not be able to restart until later for health & safety reasons in Stage 4. We are hopeful that in Stage 3 live streaming supportive digital content can be developed and available to clients who are in the twelve week scheme and there may be limited opportunities for clients on the scheme who have lower risk conditions to attend during Stage 3. Any updates to clients will be communicated in due course from the Active Living For Life instructor team.

Where should I park?

If you’re attending the gym, an indoor class, an indoor cycling class or an outdoor pitch booking you should park in The PEAK car parking areas as you would have previously.

If you’re attending an outdoor class or outdoor pitch booking, please park in the Forthbank Stadium ‘Away’ car park so you can follow the correct directional signage for entry to ZONE 4 – OUTDOOR EXERCISE. When you exit the roundabout to come into The PEAK you should drive straight on instead of turning left.

Q. I would like to come for a swim. How do I book in to a session in the swimming pool?

Public swimming sessions will be available to book via the PEAK App and you will be able select a time slot and lane preference (Fast, Medium or Slow) based on your swimming ability. There will be 4 spaces available per lane at each time slot. You must have an online booking account. Lane swimming is for competent swimmers aged 8 and over. Sessions last 1 hour and that includes changing time.

Q. How do I book my family in for a session at the swimming pool?

A family or group can hire a third of the teaching pool which will also allow them to access the confidence pool. Only 2 of the 3 sections will have ladder access. It’s a maximum of 5 people in each third and they must comply with the current rules around distancing and max households and our pool admission ratio. Physical distancing must be adhered to at all times within the confidence pool in particular. Sessions last 1 hour and that includes changing time.

Q. I am nervous about returning to the swimming. What measures have you put in place to keep me safe?

We have followed the guidance from the Scottish Government and Scottish Swimming to ensure the safe return of swimming at the PEAK and have implemented specific COVID 19 safety measures to safeguard our team members and customers. Initially, public sessions will be limited to double lane swimming in the main pool with a reduced capacity of only 12 swimmers to ensure adequate distancing. Swimmers will be encouraged to attend ‘Beach Ready’ to ensure there is minimal time spent in the changing areas and all areas with be sanitised and disinfected after each session. We have no mixed user groups during our sessions so public sessions and club sessions will be kept apart.

Q. Will I be able to check how busy the pool is before I book in?

The availability for each session will be able to view on the APP but there will only be a maximum of 12 swimmers in the main pool and 15 recreational swimmers across the teaching pool and confidence pool at any one time

Q. Are we allowed to shower after a swim?

The showers between the changing village and poolside will be in operation for pre and post swim hygiene only and we encourage all swimmers to leave the changing village as quickly as possible to allow for adequate disinfecting and cleaning before the next session.

Q. Will lockers be available for use?

Lockers are not available for use and swimmers are encouraged to leave their clothes in the changing cubicle and all valuables should be left at home. A member of staff will lock your cubicle when you are ready to go to the pool. There will be no other public access to the changing village during the swimming sessions

Q. Will I be able to purchase a swim nappy onsite?

There is no opportunity to purchase any goods within the facility so swim nappies should be purchased in advance of the session from an external source but must still be worn by all non-toilet trained children

Q. We have been advised of your reduced opening hours when you initially reopen and have reserved a small amount of space. Will you advise us when we may be able to increase this?

We will liaise directly with clubs should there be any changes to the operational hours that may provide an opportunity for increased pool space

Q. Do Active Stirling have with specific procedures post COVID that they wish us to follow which we can share with our members?

Clubs are expected to have their own COVID Officers and internal procedures that will need to be audited and approved prior to booking pool space and all clubs will be expected to adhere to the facility COVID 19 control measures in place.

Q. Can my club organise a walk through of the facility before our first session?

We plan on updating our own video walk through of the facility set up prior to the pool re-opening but we will also aim to support clubs who wish to experience the facility set up prior to the first session and will liaise with club contacts directly on this.

Q. Will the spectator gallery be open/made available to us?

There will be no spectators allowed in the first stage and the gallery will remain closed to the public

Q. We have swimmers who attend with carers and we pay for these on the day. Will we be able to do this?

All bookings and financial transactions will be done via the APP or in advance through our bookings team but we will work with clubs to provide a solution for this request

Q. Is Active Stirling or the Club responsible for the cleaning of equipment after use?

There will be no pool equipment available for use during sessions but Active Stirling will be responsible for cleaning and disinfecting all the relevant areas between sessions

Q. Will the hoist be available?

Yes

Q. Are swimmers able to use the shower area?

The showers between the changing village and poolside will be in operation for pre and post swim hygiene only and we encourage all swimmers to leave the changing village as quickly as possible to allow for adequate disinfecting and cleaning before the next session.

Q. We have been advised that you cannot have more than one club sharing the same space. Will we therefore have to pay for exclusive use of the area even if only use the same space as before?

Clubs will be advised on the pricing at the time of booking and this will be in line with previous pricing and there will be no expectation that clubs will need to pay for the exclusive use

Q. What safety measures are in place?

A. Bookings must be made in advance to ensure that only the people we can safely accommodate can participate. Swimmers will have their own cubicle. The PEAK is operating in zones so as to reduce the risk of transmission between areas. Enhanced cleaning and hygiene measures are in place across the facility and we have invested in specialist equipment to disinfect equipment and activity areas between every session. Participants will have their own changing cubicle which will be locked over for the duration of your child’s lesson.

Q. Do you hold a waiting list?

A. No, we do not hold a waiting list. Places will be booked on a first come, first served basis.

Q. What type of lessons will be available to book and how long is each lesson?

A. We will have a range of lessons available from preschool up to swim skills 4.

Q. How do I know what level to book my child into?

A. You can still log into the home portal and check the level your child was previously at. As it is highly unlikely that your child will have progressed over the past 6 months please book them into the same level they were at before. If spaces aren’t available at their level please do not book them into another, it is very unsafe and can really affect a child's confidence in the water. If you do book into the wrong level it is unlikely there would be space in another level and no refund would be given.

Q. How do I book my child in to a swimming lesson?

A. All bookings must be made in advance using our online booking system. Your child will need an online account to book (children who have previously been in the programme will have existing accounts) and you’ll require the PIN number for your child’s account. If you haven’t booked anything with us before then you’ll need to register for free and create a new login, which you can do here. If your child has previously been in the programme and you’ve forgotten/don’t know your child’s login details or wish to reset the PIN you can do so by clicking here. Bookings cannot be made via the app.

Q. My child is booked in, what should I expect when I take them to The PEAK?

A. You should arrive at the main entrance at The PEAK at least 5 minutes before the lesson is due to start. You will queue outside the main entrance on the 2m markers. Please ensure that all adults – who are not exempt – wear a mask for their visit. A member of staff will open the main doors and confirm you are booked in. You will then make your way to the changing village and get your child changed quickly in a cubicle. Once you are ready to go to poolside a member of staff will lock your cubicle over. Accompanying adults should put blue shoe covers on before going to poolside (available beside the pre swim showers). Adults are asked to wait on poolside on the benches provided and to maintain a 2m distance from others during the lesson. When the lesson is over the teacher will indicate to you to make your way to the changing rooms with your child. Your child can quickly rinse before going to their cubicle to change. Once ready you will exit The PEAK by the main doors.

Q. Can I leave the building whilst my child is in their swimming lesson

A. No, parents/guardians are expected to wait on poolside during the lesson. We are not a walk-in facility and keeping the main doors closed is an integral part of our Covid-safe plans for now. After we admit an activity group (e.g. swim lesson participants or spin class) we disinfect all touchpoints in the entry area to effectively reset for the next activity group arriving. We may become a walk-in facility during the course of the 8-week block and only at that point will we be in a position to allow parents and guardians to come and go. We appreciate your patience and understanding.

Q. When should my child arrive for their lesson?

A. You should arrive at The PEAK main entrance (Zone 1) about 5 minutes before your session. There will be no late entry – the doors will close at the start of the session. Please wait for a PEAK team member to open the main door and check you in.

Q. Do I need to wear a mask when in the facility?

A. Please follow Scottish Government regulations in relation to the use of face coverings. For Parents/Guardians who will be in attendance on poolside for the duration of the lessons, a face covering should be worn at all times.

Q. Can I take a photo of my child while I’m at the pool?

A. No, photography is strictly prohibited on poolside and in changing rooms.

Q. What is the cost of a lesson and how do I pay for this?

A. During the October – December block, lessons cost £5.00 per class and the 8 week block therefore costs £40.00 which must be paid at the time of booking.

Q. Why can’t my children get booked in at the same time

A. We have made every effort to put on a range of levels at the same time however spaces are limited, and we cannot provide lessons for all at this time.

Q. Why wasn’t my child guaranteed a space because they were in the last block

A. Unfortunately, we are not able to pick up where we left off before the Coronavirus outbreak. We do not have access to the school swimming pools and so there will unfortunately be many children who cannot continue their lessons just now. We too are disappointed, and our teachers are eager to return to lessons but for now we can only offer limited spaces at The PEAK. For that reason, we have decided to run this as an isolated block and the next block after we have access to the high schools will see us return to our normal swimmer progression.

Q. Why aren’t the disability swimming lessons starting back now?

A. Due to the Scottish Swimming guidelines regarding teaching swimming, our swimming teachers will not be allowed in the pool to help support children during their lesson. We have emailed all parents of swimmers who have participated in lessons in the past year with details of how they can return to swimming lessons. For example, if your child does need support in the water then the parent/guardian can come in to the water as their carer to support them during the lesson. Our teachers will be able to demonstrate the best ways to hold your child safely in the water.

Q. Are Direct Debits to remain on hold? When will these restart?

A. Direct Debits will remain frozen until we can increase the capacity of the swimming programme across multiple venues.

Q. How are you keeping your changing areas clean?

A. Enhanced cleaning and hygiene measures are in place across the facility and we have invested in specialist equipment to disinfect equipment and activity areas between every session.

Q. Are children expected to shower before they enter and once they exit the Pool?

A. Yes. Only the pre-swim showers which are located at the entrance to the pool hall will be available for participants to ‘rinse off’ before and after their lesson.

Q. Will lockers be available?

A. Lockers are not available but your cubicle will be locked for you before you go to poolside and once you are finished your lesson.

Q. Will children have access to toilet facilities in the pool changing area?

A. Toilets are available within the changing village however we would ask customers to use the toilet at home before travelling to reduce transmission risks.

Q. Will children be sharing floating support devices such as woggles or floats? If so, how will you ensure they are kept clean?

A. Minimal equipment will be used but where required each piece of equipment will be submerged in the chlorinated pool water after each use.

Q. You mention that there will be an adapted programme initially. How will places be decided?

A. As we are currently unable to operate the learn to swim programme close to previous capacity, the block of swimming lessons running from October – December will be a standalone block that is separate to our previous programme and is open to anyone on a first come, first served basis.

Q. Why are there so few spaces available in your learn to swim programme and when will you be increasing the number of available spaces?

A. We continue to follow Scottish Swimming guidance in relation to the commencement of an adapted learn to swim programme. Current restrictions mean that we can only safely accommodate a limited number of participants in the pool hall at any one time and time will be allocated to thoroughly disinfect all public areas in between sessions. We also don’t currently have access to community venues for swimming lessons. As such, we are only able to offer a significantly reduced programme however we will increase the capacity of the programme as soon as it is safe to do so in line with latest guidance.

Q. My child attended classes at a High School venue. Can you tell me when classes will resume at High School venues?

A. Unfortunately we don’t currently have a timeframe for when we can access community venues for swimming lessons. We will provide updates to customers who previously attended classes at community venues as soon as we have information to share.

Q. Will I be able to spectate during my child’s lessons?

A. One adult or carer is permitted to enter the building with a child or vulnerable person. Guardians and carers must wait on poolside during the lesson and will not have access to other areas of the facility.

Q. Will I be able to go for a swim whilst my child is in their swimming lesson?

A. As the full pool hall will be programmed for swimming lessons, unfortunately it won’t be possible for parents/guardians to swim alongside lessons.

Q. I had paid upfront for the April - June block of lessons which were subsequently cancelled. When I book for the October – December block, will my credit automatically be applied?

A. Credit for the cancelled April – June block will not automatically apply to your online account when booking for the October – December block. Please contact us at askus@activestirling.org.uk if you still have remaining credit.

Q. Can I view my child’s class using the Home Portal as was previously the case?

A. Yes, you can view your child’s class details and progress using the Home Portal although this may not be available until week 2 or 3 of the lessons.

Q. My child was progressing well through your programme but hasn’t been swimming since your pools closed. How will you know what class to put them in/what they need to work on?

A. Please book your child in at the level they were previously at. You can check this on the home portal. Our teachers understand that’s some kids may be apprehensive about returning to the water and are ready to build their confidence back up.

Q. My child liked the teacher they had before lockdown. They are nervous about coming back generally. Can you provide information on the name of the teacher taking each session in advance?

Unfortunately, you won’t know the teacher allocated to the class at the time of booking but please be assured that all of our teachers will provide a calm and supportive environment for the kids to come back to. However, if your child has any specific needs you think a teacher needs to be alerted to in advance then please email us at bookings@activestirling.org.uk and include the day and time of your child's booking.

Q. My child hasn’t been part of your swimming programme before but I want to book them in now. Can I do this?

A. Yes you would be able to book through our booking system but we would ask that you wait until the next block. Unfortunately, if you book into the wrong level we would be unable to change it because it is likely all spaces would be booked and no refund would be given.

When can under 16s use the gym and attend fitness classes again?

From Monday 14 September, children aged 12–15 years will have access to gym sessions on Thursday’s between 4.30pm and 5.30pm and on Sunday’s between 11am and 12pm.

Children aged 14–15 years can book into the following fitness classes Bodyweight Circuits, Cardio Fitness, Velocity and Velocity Blast.

How much does it cost for Under 16s to attend the Gym & Fitness Classes?

Junior ALL IN members with a LIVE membership subscription can attend the classes and gym times listed above as part of their membership. Alternatively, the pay-as-you-go charge is £5 per gym session or fitness class.

How do Under 16s book?

All activities must be booked online and in advance. There is no option to book and pay at The PEAK. You can book from the Active Stirling website or from the app. If you already have the app and used it to book classes before the shutdown then you’ll be able to use it to book activities again once we open for bookings. You must be a registered user to book and have your pin.

Do under 16s access the gym at the same way as adults?

Yes, under 16’s will access the gym via the same way as adults however they will be allocated a wristband on entry to the facility to ensure our team members are aware they are under 16.

Do Under 16s have to be accompanied by an adult?

No, under 16s do not have to be accompanied by an adult.

When will club curling start again?

Limited club curling will be available in the NCA from Monday 28 September and then expanded once the six-sheet rink opens for Curling on Monday 26 October.

Why is it limited?

We fully recognise and appreciate the recent disruption the closure of the ice has had on the Stirling Community and therefore for the first two weeks of opening from Monday 12 October to Sunday 25 October we plan to programme sessions for public skating and skating clubs to also coincide with the Stirling schools October holiday.

At what times will ice be available?

During stage 4 of our route map a limited number of sheets will be available in the NCA across the two evening sessions. As British Curling have returned to a programme of training, ice will be limited to weekday evenings only initially.

How does my club place an ice request?

We understand and appreciate the nervousness of our curling customers regarding returning to the facility. In order to add an element of flexibility for our clubs, curling ice bookings from Monday 28th September to Sunday 25 October will be made via our website. Clubs will be able to log in, view available ice and book and pay for sessions up to one week in advance.

From Monday 26 October club curling bookings will be made via our allocation process and we will be in contact with clubs shortly to provide further information on this.

How do I setup an account to allow me to book and pay for ice online?

Before you book any activity, you will need an online account. You’ll need to be a registered user to sign in and have your pin number.

If you haven’t booked anything with us before then you’ll need to register for free and create a new login.

Payment will be taken via card so we would advise that this process is completed by club treasurers who will have access to club funds. Each sheet must be booked and paid for at time of booking.

Please note that you are only able to book more than one sheet in a single transaction via the website and not the app and so long as it falls within that one week booking window.

How much does ice cost during stage 4 limited club curling in the NCA?

All evening sheets will be charged at the reduced cost of £75.00 per session during stage 4, for all clubs. Please note that there will be no additional discounts during this stage.

Will I have to wear a mask when curling?

We continue to follow Government guidance in relation to the use of face coverings. All curlers, similar to all our other customers, will be asked to wear masks during their time at the PEAK unless they are exempt from wearing a face covering. Specifically, we would ask that masks be worn upon entering the building, and whilst waiting to play. Masks do not however have to be worn when the player is on the ice, however coaches and volunteers should continue to wear at all times. Please also note that if British Curling athletes are present that they operate under a separate training protocol which is not comparable to club curling.

Will Active Stirling supply masks?

Customers should bring their own face coverings.

How will we enter and leave the building?

Depending on which ice rink you will be using, there will be different entrances and exits to use. This is to reduce the risk of spreading the virus. If you are curling in the NCA you will enter and exit through Zone a fire exit at the front of The PEAK (to the right of the staff entrance doors). If you are curling in the PEAK rink the entrance and exit is to the rear of the building in Zone 3. Please note there will be signs to show you where to go.

What if I am curling in the PEAK rink for example and then am due to curl next in the NCA. Can I go through the reception area to access the alternate space?

For your own safety it won’t be possible for you to move through the reception area between rinks. We have specific one way systems and zones in place to ensure the risk to our customers and staff are lowered so we would ask that you exit through the relevant door for that zone/area and re-enter the building via the entrance for the alternate zone. We will have clear signage in place to direct you.

How is track and trace information collected?

As per the Scottish Government’s Test and Protect system, we would like to remind each club of their responsibility to hold specific contact details for those attending sessions to be shared with Active Stirling to allow track and trace should it be deemed necessary.

Can I wear gloves when curling?

As per the Scottish Curling Guidance, if you must wear gloves for warmth, these should only be worn for curling activity. They should not be used before the start of each session and should be disinfected/washed after each session.

How do I clean my stone?

Scottish Curling guidance states that if a player requires to clean the bottom of a stone, this should only be carried out using their brush head, and not using their hand or glove.

Will ice technicians and other staff be wearing PPE?

All our team working at The PEAK will wear appropriate PPE and undergo extensive training on both our new operating procedures and COVID-19 risks and management.

How will you ensure that I can safely access the ice rink/NCA without coming into close proximity with other users?

We will be safely controlling access to all areas of The PEAK and facilitating social distancing using one-way systems, floor markings and increased signage. Each rink operates in isolation from other areas so you will not be passing through areas with users from other activities.

Does social distancing need to be adhered to whilst on the ice?

Yes – social distancing should always be adhered to in and outside the facility and taking part in activities in line with the latest government regulations.

Am I allowed to shake hands with my opponents before/after games?

When curling resumes there should be no shaking of hands at the beginning or end of games to make sure social distancing is adhered to.

Will there be any spectating allowed?

At the moment we cannot facilitate spectators at all at Stirling Sports Village unless supervising children or vulnerable adults.

Will the restaurant be open for food and drink provision before/after sessions?

There will be the opportunity to purchase food/beverages from inside The PEAK.

Will there be hand sanitiser available in the ice rink/NCA?

Yes – additional hand sanitiser and wipes will be available in both rinks to facilitate the enhanced cleaning and hygiene measures in place.

Will I be able to use changing rooms/lockers at the facility?

Players are advised to arrive changed and ready to play as much as possible, and systems will be in place to manage the changing of footwear prior to sessions.

Will there be any restrictions on toilet facility provision and will there be enhanced cleaning provision in toilet facilities?

Appropriate toilet facilities will be provided in proximity to both rinks and enhanced cleaning and hygiene measures will be in place.

Will I be able to use a brush/stick or delivery aid from the facility or will I have to bring/purchase my own?

Brushes and delivery aids will still be available for use; however there will be systems in place to manage the distribution and return of equipment. Items must be sanitised after each individual use.

How will you maintain the hygiene of the stones and other equipment?

Additional cleaning equipment will be available within each rink for curlers to sanitise stones and equipment. Stones will be cleaned in between games by staff.

Will every sheet be in use at the same time?

Current guidance states that we are able to have 30 curlers on the ice at any time. We must assume a maximum of 8 curlers per sheet which means when we reopen, unless Government guidance changes, we can only have a maximum of 3 sheets operational at any one time on either the PEAK or NCA rink. We will be monitoring this closely however and should the guidance be relaxed we will review and communicate this to all clubs. Social distancing must be adhered both on and off the ice and there will be systems in place to facilitate this.

Will there be a limit to the number of curlers allowed per sheet?

Normal playing numbers will continue however social distancing guidelines must be adhered to both on and off the ice. Only 1 sweeper will be permitted at a time to facilitate social distancing.

Will the number of sweepers be reduced to allow social distancing measures to be adhered to?

Only 1 sweeper per stone will be permitted at a time to facilitate social distancing.

I need assistance to get on and off the ice and whilst curling. Can I still curl whilst social distancing is in place?

Household members or carers of wheelchair curlers can attend and provide buddying where required. If no household member or carer is available, alternative methods can be used to stop the chair moving during delivery if they are safe e.g. stones placed behind the chair or a brush can be placed behind the back wheels of a player.

Can I cancel my session or hand back ice at short notice if we don’t have enough players?

Please e-mail any cancellation requests or handing ice back to bookings@activestirling.org.uk and we’ll happy to discuss this with you.

When will my block booking be able to resume?

The Active Stirling Route map provides an overview of the stages at which we expect certain activities to be able to resume. Progress through our Routemap will depends on progress through the Scottish Government’s route map phases and the latest guidance from national governing bodies, and we will be reviewing our staged approach on a weekly basis.

Why are some activities permitted to return before others?

Sport and activity bookings will only be able to resume when it is safe and viable for them to do so in line with the latest guidance. Activities during which social distancing can be adhered to will resume before other activities during which social distancing is more challenging to adhere to or where there are greater safety risks.

Why are you repurposing areas for other activities when it’s already safe for my sport to resume?

During initial stages we will be repurposing areas of the PEAK to still allow sport, physical activity and health and wellbeing to take place in a safe and socially distant manner in line with the Active Stirling Routemap. We are creatively utilising space in order to maximise the number of participants who can attend classes and activities during initial phases to make sure that necessary safety measures are in place.

Why is my usual activity space/time not available to me just now?

As above.

What safety precautions should myself/club members take when attending the facility?

We ask all users to comply with Scottish Government safety regulations at all times as well as adhering to specific safety and hygiene measures in place at the facility and as directed by our facility team.

How many people can come along to my booking?

Participant numbers should allow for social distancing guidelines to be followed within your allocated space.

Do we have to adhere to social distancing measures during our activity?

Yes – social distancing must be observed at all times within the facility in line with the latest guidance.

How will you ensure that social distancing and safety measures are being adhered to by all users within the facility?

Before returning to the facility, users will be required to commit to enhanced hygiene measures and etiquette. Our team will be on hand to support the enforcement and practice of safety measures.

My club/organisation use equipment from the facility. Will we be responsible for maintaining the hygiene of equipment during/after our session? Will cleaning equipment be provided?

Users will be required to commit to enhanced cleaning measures and etiquette before returning to the facility. Equipment should be cleaned regularly during sessions to maintain good hygiene and there will be additional cleaning equipment available within the facility. We have invested in specialist equipment to disinfect equipment and activity areas between every session.

My club/organisation brings our own equipment for our sessions. Is this still permitted and do we need to have additional measures in place to facilitate this?

Users will be required to commit to enhanced cleaning measures and etiquette before returning to the facility. Equipment being brought into the facility should be sterilised before entry and again once you have entered the facility. Equipment should be cleaned regularly during sessions to maintain good hygiene and there will be additional cleaning equipment available within the facility.

Some of our club members belong to a vulnerable group and we can’t yet return to activity – will my block booking space be guaranteed when we are ready to return?

Areas may be repurposed during our staged reopening however we will ensure that you retain priority over the space in line with the usage policy and progress through the Active Stirling Routemap.

A number of club members/participants are self-isolating – can I cancel my booking at short notice without penalty?

Please e-mail any cancellation requests to bookings@activestirling.org.uk and we will be happy to discuss this with you.

Due to social distancing measures, we can’t have as many participants at each session. Will facility hire prices be reduced to accommodate this?

In order to ensure that activities are economically viable, we won’t currently be reducing facility hire prices across the facility, however we will continue to monitor the situation in line with our phased approach.

Due to social distancing measures, we require additional space/time for our booking. Can we book additional space/time?

During the initial stages of our reopening, we will be reviewing programming and availability across the facility to ensure we are compliant with relevant guidelines. If you require additional space or time for your booking, please let us know at bookings@activestirling.org.uk and we will advise if there is additional space or time available to accommodate you.

Once my booking recommences could I be expected to pay for more space to adhere to social distancing guidelines?

If you need additional space or time for your booking, please let us know at bookings@activestirling.org.uk and we will advise if there is additional space or time available to accommodate you. Additional costs will apply for an increase in space booked.

Can I still pay for my block booking via my chosen payment method?

Usual advance payment methods will be available however we will not be accepting cash payments during the initial stages of reopening.

When will The PEAK Holiday Club start?

The PEAK Holiday Club will return in Stage 6 of our Active Stirling Routemap. The reason this activity is due to start in the latter stages of our routemap is this is when it will be safe and viable to do in line with Scottish Government guidance as we have large numbers of attendance of young people at the Holiday club and facility space will also be limited and used for other restricted activities. Health and safety reasons due to the large number of young people who attend the holiday clubs as a mass gathering and additionally because facility space will be limited for other restricted activities. We don’t unfortunately yet have a date for when PEAK Holiday Clubs will return however we will notify customers nearer the time with further details.

What if I had already booked and paid for PEAK Holiday Clubs during 2020 such as Easter or Summer that didn’t go ahead due to COVID-19?

The full value of your booking and payment has already been credited to your account and you can use this credit for future Holiday Club bookings in the next 12 months.

If you need more information, please email bookings@activestirling.org.uk with the details of your booking and we will happily go through the options with you.

When will sports club activities resume?

The Active Stirling Routemap provides an overview of the stages at which we expect certain activities to be able to resume. Progress through the routemap will depend on progress through the Scottish Government’s route map phases and we will be reviewing our phased approach on a weekly basis.

When will activities be able to resume at community venues?

There may be a delay before classes can resume at community venues, depending on any potential alternative requirements for schools and centres as we transition out of lockdown measures. We will of course look to resume activities at community venues as soon as we have suitable access and it is safe and feasible to do so in line with the Active Stirling route map.

If there are fewer spaces available in classes due to ongoing measures, how will you ensure that my child keeps their space?

We will be reviewing our programming needs to ensure that as many participants can be accommodated with minimal disruption in a safe manner, in line with the latest guidance.

My child has underlying health conditions and can’t yet return to activities. Can their space be held?

Yes – we will look to ensure that children who cannot attend initially retain their space in the programme for when they are ready to resume.

What safety precautions should I take when bringing my child to your activities?

We would ask all attendees to comply with Scottish Government safety regulations at all times as well as adhering to specific safety and hygiene measures in place at the venue and as directed by facility staff and/or coaches.

What safety precautions will coaches be taking when delivering activities?

All of our coaches will undergo extensive training on COVID-19 risks and management and will be supplied with appropriate PPE. Enhanced cleaning and hygiene measures will be in place during activities and social distancing will be adhered to in line with the latest guidance.

How will you ensure that social distancing measures are adhered to during activities?

All of our coaches will undergo extensive training on COVID-19 risks and management and will support the enforcement and practice of safety measures.

I have credit from a block of pre-booked classes which were cancelled during lockdown restrictions; however my child will no longer be attending classes. Can I receive a refund instead?

If you will not be using available credit to book future classes, please e-mail bookings@activestirling.org.uk with your child’s name and class details and we will be happy to discuss your request.

My child has missed a number of classes due to being in self-isolation. Can we receive a credit for these classes?

Credits will be applied for children who are unable to attend classes due to being in self-isolation.

Please e-mail bookings@activestirling.org.uk with your child’s name and class details and we will be happy to discuss your request.

My child requires additional support to attend activities but is not shielding. Can they still attend whilst social distancing is in place?

We are happy to discuss specific circumstances for participants who require additional support to attend activities to ensure that they can safely attend as soon as possible and in line with the latest guidance. Where it is not possible to return under current guidance, we will look to ensure that children retain their space in the programme for when they can safely resume.

Will I be able to supervise my child until the class begins or should I remain outside the facility if I am not attending a class myself?

We ask that children continue to be supervised appropriately according to the class they are attending and that safety measures in place at the venue are adhered to by users at all times whilst in the facility.

When will the swimming programme start?

The Active Stirling Route map provides an overview of the stages at which we expect certain activities to be able to resume. Progress through the route map will depend on progress through the Scottish Government’s route map phases and we will be reviewing our phased approach on a weekly basis.

What happens to learn to swim Direct Debits whilst lessons are not taking place?

All learn to swim Direct Debits were automatically frozen when we ceased all programmes and activities on 17 March 2020. Direct Debits will remain frozen until the swim programme is able to resume at a normal capacity. During our initial reopening phases and whilst a modified learn to swim programme is in operation, payments will be taken on a block-to-block basis per participant.

What will happen to learn to swim Direct Debits in the future?

We will automatically reinstate learn to swim Direct Debits when the swim programme is able to resume at a normal capacity. We will inform you with a minimum of one months’ notice before any Direct Debits are reinstated.

Will my child’s place be held for them?

We will be reviewing our programming needs to ensure that as many participants can be accommodated with minimal disruption in a safe manner, in line with the latest guidance.

You mention that there will be a modified programme initially. How will places be decided?

The swim programme will recommence on a phased basis. We will look to accommodate children within a class similar to their previous class, and we will send out a questionnaire to Parents/Guardians to see what day, time and venue suit them and allocate places accordingly.

How will you ensure hygiene and cleanliness of the changing rooms?

Enhanced cleaning and hygiene measures will be in place across the facility and we have invested in specialist equipment to disinfect equipment and activity areas between every session. Additional safety measures including one-way systems will be in place to make the changing environment as safe as possible.

Will there be a limit to the number of people allowed in the changing rooms at one time?

Pool programming and the numbers attending each session will be managed carefully to ensure that the changing environment is kept safe. We will be safely controlling access to all areas of The PEAK and systems will be in place to manage the flow of people through the changing rooms.

Will I be able to spectate during my child’s lessons?

We anticipate that spectating will be possible when the swim programme resumes however systems will be in place to manage the flow of people in the spectating area and facilitate social distancing.

Will I be able to go for a swim whilst my child is in their swimming lesson?

As the full pool hall will be programmed for swimming lessons during set periods, unfortunately it won’t be possible for parents/guardians to swim alongside lessons.

When can we book outdoor pods?

The five-a-side pods will be available for booking. Booking times will be staggered in line with COVID 19 guidance and to ensure adequate time in between sessions for cleaning to take place. Players must strictly adhere to their booking times and vacate the pitch in a timely manner.

Five-a-side bookings must be made online and paid for at the time of booking and it is the responsibility of the booker to ensure they hold the necessary contact track and trace information for each player in line with Scottish Government guidelines.

When can we book the synthetic pitch?

Initially the 3G pitch will only be available to book by Clubs operating under their relevant governing body. If you have an enquiry you can contact us by emailing bookings@activestirling.org.uk

Can we use the changing rooms in Forthbank or the PEAK?

Changing facilities and toilets are not available at this stage so we recommend all players turn up ready to play and utilise changing and toilet facilities at home pre/post activity.

Why is the hockey pitch not available to book?

The hockey pitch is currently being utilised for our Outdoor Zone to enable us to deliver outdoor fitness classes in line with the AS Routemap Stage 1.

What additional cleaning measures will be in place within the pitches?

All key touch points (goalposts, gates etc.) will be cleaned after each booking and we recommend that all players wash their hands before and after play. Spitting is strictly prohibited at all times.

Why are you operating on reduced opening times during initial stages?

Outdoor pitches will be available from 6am to 7pm Monday, Wednesday & Friday, 6am to 8.45pm Tuesday & Thursday, 7am to 7pm Saturdays and 8am to 7pm on Sundays with staggered booking times to allow for additional cleaning. Our opening times are reduced during initial stages to facilitate the implementation of additional cleaning and hygiene measures at the conclusion of activities. It is also not viable during initial stages for us to remain open solely for pitch hire bookings later in the evenings.

I have a regular block booking for a pod on a weekly basis, can I be guaranteed the same day/time for this?

Unfortunately, we will be unable to offer you your regular block booking on 5-a-side pods. We are working with reduced opening hours and with a significantly reduced number of staff and so we are unable to process the same number of block bookings as we did prior to closing. We look forward to restarting block bookings for all as soon as possible and we will offer you your previous block booking time or work with you to find a suitable alternative.

My booking normally takes place indoors at the PEAK. Can I book outdoor pitch space until we are allowed to resume activity indoors?

Current guidance only permits the resumption of outdoor contact sports and each facility area has to be specifically risk assessed for each activity taking place within that area so unfortunately, it is not possible for us relocate indoor bookings to the outdoor pitches at this time.

Is there a limit on the number of players who can take part in our training/session?

Please continue to follow the latest guidance from the Scottish Government and relevant Sport Governing Bodies in relation to permitted group sizes at all times

If I make a booking, am I responsible for recording the details of the other participants for contact tracing purposes?

Yes – as the booking lead you are solely responsible for recording the details of all other participants for COVID-19 contact tracing requirements

Can I hire/borrow a ball from the facility?

Unfortunately, it is not possible to hire/borrow a ball from the facility. Appropriate hygiene protocols should be undertaken by participants in relation to equipment being brought to the facility including hand hygiene and regular cleaning of equipment before, during and after exercise.

Can we have spectators present at our session?

No spectating should take place other than where a Parent/Guardian is supervising a child or vulnerable adult. In all cases physical distancing should always be followed.

How do I make a booking for a 5-a-side pod?

All bookings must be made in advance. Bookings can be made 7 days in advance via our online booking system here and The PEAK app. If you do not already have an online booking account you can create one by clicking here.

Will my child’s football training restart?

We will be contacting clubs and organisations to make arrangements to return to training as soon as possible. You should contact the Club/Organisation in the first instance.

How do I pay for my booking?

Card payments can be made online once you have made a booking through our online system or The PEAK app. Please note that no cash payments will be accepted at the facility at this time. The Bookings Team will advise block bookers directly of current payment options available.

Can I make a walk-in pitch booking at the facility?

All bookings must be made in advance and unfortunately it is therefore not possible for us to accept walk-in pitch bookings at this time.

How can I book on the climbing wall?

The climbing wall will be available to book via the ‘PEAK ALL IN APP’ for single members and registered adult climbers only who have a valid registered climbing subscription on the system. This function will be available through the ‘Book Facility Space’ tile on the App and sessions will be for 60 minutes only in line with COVID 19 Guidelines. Sessions will be limited to five climbers per session who will have access to auto belay lines only.

I am a Registered Climber but it’s not allowing me to book?

Climbing subscriptions are valid for 12 months on our system and are updated as part of the competency test procedure. Due the closure period, some subscriptions will have expired which prevents the ability to book a climbing session in line with our safety procedures. We have set up an online solution to the competency test and contacted all registered climbers who require the additional competency check to validate their subscription and allow them to book a session. Once the test is completed, returned and passed, the climbing subscription will be added to your account allowing future bookings.

I haven’t received the online competency test to validate my subscription?

The form can be requested by emailing us at askus@activestirling.org.uk

What can I expect on arriving for my session?

Arrive as close to the start time of your session as possible. You will access the wall through the main entrance where you will be checked in by a member of staff. Once you are in your session if you need to leave early you will not be able to re-enter the building. If you are late you will not be able to enter.

What routes will be available?

We will have five auto belay lines available with three routes on each line. These will have a range of challenges from easy to difficult so there should be a good range for most climbers. Please check the Griptonite app for available routes and grades.

Can I hire equipment for climbing?

There will be no equipment available for hire so climbers will need to bring their own harness and appropriate climbing footwear.

What additional COVID 19 cleaning and hygiene measures are in place for Climbing?

Along with reduced numbers in each session, climbers will be asked to maintain social distancing upon access to the wall, hand sanitiser will be available for use before during and after the session.

Where can I store my belongings?

Climbers are encouraged to attend ‘ready to climb’ apart from footwear which can be changed within the wall. There will be space to leave outside footwear and personal belongings within the wall, please bring as little as possible.

Will the holds be cleaned between sessions?

It is not reasonably practical to clean the Wall, Auto belays and Ropes between sessions. Our mitigating measures are that users sanitise their hands before, between and after climbs.

When can my kids get back to using the wall?

Active Stirling instructor led sessions will recommence at phase 4 of the Active Stirling route map.

Can I bring a novice climber to the wall?

We have not currently set a date for when competent Climbers are able to sign in novices. We will update this as things change.

Can I top rope or lead climb?

The wall is initially only open for Auto belay use. We will let customers know when this changes.

Liquid Chalk

There is a great deal of talk about the value of liquid chalk. We do not believe that there will be agreed proof that liquid chalk is an appropriate way to sanitise hands. Various manufacturers have liquid chalk products with above 70% alcohol content. Due to the way chalk is applied by a climber (before not after a climb) it should not replace hand washing/sanitising. If a customer wishes to use liquid chalk the ABC can find no evidence that it will increase any risk of COVID 19 transmission. Whether it will reduce transmission is still unproven.

What is Fitness Class LIVE Streaming?

This is a new activity we have introduced to allow you to exercise from the comfort of your own home if you are unable to book into a class. The instructors will film the class LIVE and stream the content to your home allowing you participate in your own surroundings.

How do I book into a LIVE Streaming Class?

There is no requirement to book into any of the timetabled LIVE Streaming classes, you simply need to open up the ‘LIVE Streaming’ tile on the ‘PEAK ALL IN APP’, select the class you want to attend and join the LIVE Stream at the scheduled class time.

Can I just pay to attend a LIVE Streaming Class?

Initially, the classes are only available to members with a LIVE membership subscription and there is no pay-as-you-go option currently.

How do I get access to the ‘THE PEAK ALL IN APP’?

The ‘PEAK ALL IN APP’ is available to download for FREE on either the Apple Store, for Apple devices or Google Play Store, for Android devices. In order to download the APP, you will need to know either your Apple ID or password or Google Play Store details. Once the app is downloaded onto your personal device, you can access LIVE Streaming along with many other features.

Click on the following link to download the app now - Get the Active Stirling App

How much does it cost to attend a LIVE Streaming Class?

Access to LIVE Streaming classes is FREE to any member with a LIVE membership subscription so if you have chosen to unfreeze your membership, you will have access to LIVE Streaming classes.

Can I ‘chat’ with the Instructor if I have any issues with the exercises?

At this stage there is no functionality to ‘chat’ with the instructor during the LIVE Streaming Class, but we hope this option will be added in the near future.

Will I need any equipment to take part in the classes?

No, most classes do not require any equipment. However, we will be running spin-based classes such as RPM and Velocity which will require you to have a stationary bike in your house.

When can I start to get Personal Training again?

From Monday 14 September we will start Personal Training sessions at The PEAK and will be following new guidelines and procedures in line with the relevant guidance. Initially we will be limiting personal training sessions to those individuals who purchased sessions prior to the closure.

How do I book?

We are initially working through the backlog of sessions that customers have already bought and will complete these before taking any new bookings.

If I have purchased sessions and have some remaining how can I book these in?

A member of our team will be in contact with you to arrange the days and times that suit you best to complete your remaining sessions.

Where will these sessions be held?

Personal training sessions will take place across Zone 4 (outdoor) as access to indoor space such as the gym and studios is currently reduced due to our enhanced safety measures at this time.

Will I be able to choose which Personal Trainer that I work with?

We will try our best to match your availability with that of your preferred Trainer but cannot guarantee that we will be able to do this. You will always be working with a Level 3 qualified Personal Trainer.

What safety measures will be in place?

You will always work with a Level 3 qualified Personal Trainer who has also completed additional Covid-19 safety training. Sessions may be adapted to ensure minimal equipment. Where equipment is used it will be cleaned and disinfected prior to use and after use. Physical distancing measures will be in place at all times.