FAQs

General Questions

1.      Why are we making these changes?
SLT is committed to enhancing the customer experience. Based on valuable feedback from both customers and staff, we are introducing a new system designed to improve access control, streamline account management, and provide more personalised communication.

2.      When will the new system and app be available?
The new system will be live on March 13^th, and we can’t wait for you to try it! Customers will be able to download and use the new app from March 13^th. The current system will still be available as normal until then however on March 12^th, members will not be able to access their account whilst we migrate systems. This will not affect access to the centres. 

You can find more information and detailed instructions by clicking here

3.      Will I need to create a new account, or will my details transfer over?
No, you do not need to create a new account. All your membership details will be automatically transferred to the new system.

All you need to do is:

·       Download the new SLT app (available from March 13th).

·       Reset your password using the SAME email address linked to your membership.

·       Log in and start enjoying the improved features!

NB: Please ensure you use the same email on your current account. If you experience any issues logging in, or if some information in our account is not showing, our team will be on hand to help.

New App & Customer Portal

1.      Where can I download the new SLT app?
The new App will be available to download from March 13^th. A link will also be available on our website from the same date. Alternatively, just search for ‘Sandwell Leisure Trust’ in your app store.

2.      What features does the new app offer?
The new system is designed to make managing your membership easier, more efficient, and more flexible. Here’s what you can expect:

·       Enhanced Self-Service – You’ll have more control over your membership, bookings, and payments with a brand-new customer portal and mobile app.

·       Seamless Check-In – Our improved access control system will make it quicker and easier to enter our facilities.

·       Integrated Services – Manage your membership, family accounts, lessons, and booking in one place.

·       Personalised Notifications – Stay updated with reminders for bookings, lessons, and important updates.

3.      How do I log in to the new app for the first time?
We will be sharing a link to download the app closer to the time or you can search for Sandwell Leisure Trust on your app store from March 13^th. Please see above for how to log in on your first visit.

4.      Can I manage multiple family members through the new app?
This will depend on the membership types, ages and linked status of all family members. However, the majority of customers should see everything with the customer portal and be able to view the progress of any children in our lessons.  

5.      Will I still be able to book classes and activities as before?
Yes, the same booking terms apply. Following member feedback, we will also be introducing a new class cancellation feature from the 1^st of April, to reduce the amount of class ‘no shows’ and provide more customers with the opportunity to attend.

Lessons (Swimming/Diving/Tennis)

1.      I/My child is currently enrolled on lessons at SLT? (Swimming/Diving/Tennis), will I need to do anything?
No, again anyone currently enrolled on lessons will be automatically transferred. The benefit of our new system will be that all information will be in one place, there you will be able to manage any memberships with SLT, whilst viewing your/your child’s progress. Just navigate to the ‘Skill’ tab within the customer portal. If this is not visible at first, it may be that your account is not properly linked to lessons, in which case please speak to a member of our team to help.

2.      How will I/my child be able to transfer up to different stages?

Class and stage transfers will happen much in the same way as they do now however rather than logging into a different portal, it can be done from the same place as your membership or via our app.

3.      Will all the assessment information be transferred as well?

All information up to a swimmer's current stage will be transferred however it may be that any assessment done within a swimmer's current stage may not be visible upon transfer. All our coordinators will be managing this and will ensure teachers complete another assessment as soon after March 13^th as possible.

Access & User Experience

1.      Will my existing membership details remain the same?
Your member details will remain the same. You will need to use the email address associated with your membership to log into the app and customer portal. Those members on a Direct Debit membership will be notified separately about a change to the collection name however this will have NO effect on your membership amount or collection date.

2.      How will access to the facility change with the new system?
You will need to use your app to scan. Those members without a phone will need to go to reception to get a 4-pin access code. A big benefit of our new system is not only can members use the app to gain access but also all those on casual passes, daily passes or lessons (access with these will be based on the day/time of the booked activity.  

3.      I still have an old membership card or RFID band, will it still work?
Old membership cards and RFID bands will no longer be compatible with the new system. Instead, access will now be through our app. For members without a smartphone, a 4-digit access code can be collected from reception. Another benefit of SLT moving away from cards and fobs is that we’ve been able to make cost savings that allow us to continue investing in our facilities while keeping most membership prices the same. We understand this is a change for some members, but our team is here to support you every step of the way.

Payments & Bookings

1.      I have a Direct Debit; will those details transfer over?
All details will be moved across and you do not need to adjust anything. You will be notified separately about a change to the collection name.

2.      With the new system, what happens if I miss a Direct Debt Payments?
Customers will now receive automated communication to help inform members. Payments will then be automatically reclaimed and accounts updated. Therefore there will be nothing members are required to do unless we are unable to reclaim any outstanding payments.

3.      Will I receive reminders and notifications for my bookings?
Yes! The new system allows us to offer a number of personalised notifications and alerts. Many of these will go live on the 13^th of March, whilst others will be added over the next few months.

Support & Troubleshooting

1.      What should I do if I have trouble logging in?
Access will be available from March 13^th, please follow the steps detailed above to log in. If you have any trouble please speak to our team. Our staff are currently going through training ready for our launch.

2.      Will there be any downtime during the transition?

The new system will be live on March 13^th. The current system will still be available as normal until then however on March 12^th, members will not be able to access their accounts or make any account changes while we migrate systems. This will not affect access to the centres on that day.