Frequently Asked questions

Here’s some answers to our most frequently asked questions. If we’ve missed something obvious please let us know and we’ll add it.

If you have yet to set your password you can do this using the forgotten password link by visiting the website login page Forgotten Password. This can also be updated via our Southwark Leisure app.

It is possible to change your bank details in the member login section on the website or in the Southwark Leisure app.

Our online profiles and bookings system require you to have an email address. This can be a shared email address with a partner or parent. You will need to set one up if you don’t have or share an email account.

We only collect direct debits on or around the 1st of every month

Members can upgrade or downgrade their subscriptions on request. Upgrades will incur a pro rata membership charge for the remainder of the month. Please speak to the membership team at your local centre or email us at

We offer the opportunity to temporarily pause or ‘freeze’ your membership in the event of prolonged absence such as serious illness or injury. This benefit is for full calendar months only for direct debit members and available for a minimum of 1 calendar month up to a maximum of 6 calendar months. It carries a reduced fee of £7.50 per member per month. Customers freezing for medical reasons with proof provided will not incur charges. Freeze requests must be submitted before the 17th of the month preceding the freeze period, e.g., to freeze for January, notify us before December 17th.

Annual memberships can be frozen for up to 3 months, with a £7.50 charge per month.

If you would like to  freeze your membership please complete the Contact Us form.


We’re sorry to hear you are thinking of leaving us. If you do still wish to cancel please use the contact us form, and we will help you do this.

Please note that requests to make changes to your memberships must be submitted before the 17th day of each month. Any requests received after this date may not be processed in time for the following month.

If you accidentally cancel your direct debit, our membership team in your local centre can reinstate it. Please ensure this is done before the 17th of the month to avoid account arrears.

Members with Direct Debit queries may have cancelled without informing us, lack bank details, or have arrears. Arrears must be paid off, and members with cancellation enquiries should contact the membership team in centre or email

It depends on your frequency of use, but if you intend to visit the centre at least twice a week then a membership will normally be the best value option for you.

You can find our membership terms and conditions here - Membership Terms & Conditions

We use your information to help us provide and improve our services for you. We may use your information to provide you with any services that you have purchased, to check your identity or to update our records with any new information you give us.

Emergency contact details are taken as a safety precaution in case we require a contact.

We do not store any card details or payment details, this is all handled by the bank. All transactions are made through a secure, encrypted payment gateway.

We do provide a free pass option for you to try your local gym / centre before joining on a membership. These are limited to one per person and terms and conditions apply.

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