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 13th, and we can’t
wait for you to try it! Customers will be able to download and use the new app
from March 13th. The current system will still be available as
normal until then however on March 12th, 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 13th.
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 13th.
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 1st of April,
to reduce the amount of class ‘no shows’ and provide more customers with the
opportunity to attend.
6. Will there be waiting lists for classes?
No, we won’t be running a waiting list for classes. Instead, spaces will be available on a first-come, first-served basis. This means you won’t be automatically added to a class you can’t attend, helping you avoid any no-show marks on your account. Just keep an eye on the app for openings and grab a spot when one becomes available!
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 13th 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 13th 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 13th, 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 13th.
The current system will still be available as normal until then however on
March 12th, 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.