Hi all

I met with Mo Yousseff, Head of Leisure Services at Lambeth last week. Thanks to Leo for attending with me. Here are some updates:

POSITIVE UPDATES:

• Sauna and steam will be reinstated for those who originally had this benefit. This will be for legacy memberships only, not new memberships. Active Lambeth will communicate this via the FAQs and an email to all of those who are affected. They say they have a list of everyone who previously had this benefit so no one should be missed out.

• Credit Transfer: This is from the FAQs on Active Lambeth website:

  Oops, some of our members have informed us that their credit balances did not transfer over successfully from GLL on the 1st April 2023. We are sorry this has happened. We’d like to advise any member whose balance has not transferred over correctly to please get in contact with us immediately so we can investigate this further for you.  

  Please email ActiveLambeth@lambeth.gov.uk with your name, membership number and your credit balance amount as of the 31st March 2023.  

  Once we have received your details and conducted our checks, we will contact you directly to inform you of the outcome. 

• Complaints can be made via the Terms and Conditions section of the website. This will redirect you to Lambeth’s corporate complaints process.
• Senior memberships are for over 60s, this is not changing. 
• Lack of responses/ unhelpful responses to emails and calls made to Active Lambeth. Staff don’t know how to resolve matters. The response is that this has improved since May due to more experienced staff coming in. Calls are generally answered within 2-3 minutes and emails are responded to within 4 hours. If you find you are not getting adequate and timely responses you can make use of the complaints process.

YET TO BE RESOLVED

• West Norwood members were given borough-wide access. It was not clearly communicated to everyone that this was a temporary change for the duration of the pool closure only. They insist they did communicate this clearly, if so they can prove it. This will be discussed at the next meeting on 2nd June. If you are affected by this issue please email me - nayohunt@hotmail.com
• Some memberships were cancelled rather than transferred over to Active Lambeth. If you are affected by this please email Active.Lambeth@lambeth.gov.uk
• Price increases – Active Lambeth strapline is ‘Leisure for all’ but the price rises mean the prices are now higher than some Better memberships. How does this help facilitate access for all? The response we got is that the price rises were agreed by Cabinet. Mo will look into this further and come back to us at the next meeting on 2nd June.

I hope these updates help.

Best,

Nayo Hunt