Frequently Asked Questions
Q: How do I suspend my DNA membership?
DNA Memberships can be suspended for a minimum of 1 month by filling out a suspension form which can be found here.
Monthly direct debit payers will see their payments reduced to £5/month while on suspension. For customers that are in a 9-month contract we can still suspend the membership, however suspended months do not count as contractual months.
For annual DNA members we can extend their expiry date but our terms and conditions state that we can only suspend an annual membership once in any given year.
Q: How do I reactivate my DNA membership?
In order to reactivate the membership please contact the leisure centre reception either in person or over the phone and they will pass that instruction on to the Membership Advisor.
Q: What facilities are included in the DNA membership?
The DNA membership provides you with full access to fitness suites, exercise classes and swimming pools at any of our leisure centres. You also have access to our DNA Nutrition onlin etool as well as virtual classes at Carlton Forum and Redhill.
Q: What age do you have to be to join DNA?
You need to be at least 14 years of age to access the main fitness suites and exercise classes, however we also provide a junior membership called Xtreme DNA, which you can access from the age of 8. Please be aware that the minimum age to participate in group cycle classes is 16 years.
Q: How do I cancel my DNA membership?
The normal cancellation procedure involves filling out a cancellation form which you can find here and for the customer to also cancel their direct debit to us at their bank.
Please be aware that if you are in a contract for your membership and you break it early then a cancellation fee is imposed as per our terms and conditions.
Q: What happens if I miss a payment?
If you miss a monthly direct debit payment, you will be notified by letter, email or telephone. The missed payment will need to be cleared within 7 days or your membership may be expired and you may incur a charge.
Q: If I have a membership related enquiry who should I contact?
Your first point of call should be the leisure centre staff (e.g. Receptionists and Fitness Advisors). If they cannot answer your question then please use the details on this page.
Alternatively, if your query is regarding a payment then you can always contact our Membership Support Officer on 0115 901 3614.
Q: How do I join the DNA Membership Scheme?
In order to join DNA please visit one of the leisure centre and speak to Reception. They will ask you to fill out a DNA Membership Agreement Form and a health screening questionnaire (if joining the gym). Once completed they will then ask you for your initial payment upfront and then book you in for a gym induction if you plan to use the fitness suite. Please be aware that we do not accept credit cards for payment at reception along with Solo cards.
Q: Do I have to pay by direct debit to join DNA?
With our DNA memberships you can either pay monthly by direct debit or annually in one lump sum upfront. The customer name does not have to be the same name as the bill payer meaning that a friend or relative can always pay on behalf of the customer. Unfortunately customers cannot pay for each month at reception.