Message to all our clients
Category: Message to all our clients

Message to all our clients

15 September 2020 Update:

We are operating and taking bookings at 5 London locations. For the latest availability please select a venue on our bookings page. We expect lessons to resume at Jury’s Inn Holborn and Marriott Worsley Park at some time during October.

We are unaffected by the maximum size of gatherings being 6, with all our sessions being on a one-to-one basis using social distancing and swimming being in chlorine treated pools.

28 July 2020 Update: Our London swimming lessons have restarted. We are running a Saturday group Open water swim coaching course in August.

28 July 2020 Update:

Our adult swimming lessons have restarted in London. The hotels we are currently operating from are Leonardo St Paul’s hotel and Leonardo Tower Bridge hotel. Both are stunning venues, with St Paul’s being 18 meters in length and Tower Bridge being a 25 meter length pool.

All ‘anytime’ credits are now live and have automatically been extended for 4 months and 1 week, the length of the London closure.  Our off-peak London credits will go live once one of Le Meridien or Holborn reopens again. We are unable to offer any variations on expiry dates or changes to our terms and conditions. We will update your credit expiry dates on your online accounts shortly.

Initially lessons are available with:
Leanne: Tues, Weds and Friday 06:30am-09:30am at St Paul’s.
Lindsay: Tues and Thurs 5pm-8pm and 8:15pm-9:15pm at St Paul’s.
Thomas: Tues 06:30am-09:30am, Weds and Friday 6:30pm-9:30pm at Tower Bridge.
Andrew: Thursdays and Saturdays at the Docklands Sailing and Watersports Centre.
All bookings and booking cancellations are made online. Click here to book.

We expect to restart in Holborn and London City around the start of September. We have no confirmation yet from Le Meridien Piccadilly or Marriott County Hall as to our restart date there. In Manchester we are being delayed to restarting later in August or early September. Please keep an eye on the bookings page and this message to all clients for the latest updates.

We are delighted to be offering group and one-to-one open water swim coaching on Saturday mornings in August. Click here to read more about our open water swim coaching.

Covid-19 Health and Safety

After the UK government declared that swimming pools could reopen again, we have liaised with health club management and our health and safety advisors at Citation.

Our instructors have had extensive retraining in line with our health and safety advisors, and we have written a new risk assessment process to reflect the new world we live in. Although the UK government recommendations are for 1 meter + social distancing, we are aiming to implement a 2 meter social distancing policy. We recommend that you leave all belongings, including your towel in the changing room lockers provided. Please bring along your own swimming goggles to the lesson as we can no longer lend these to clients.

As we spend much of our time around swimming pools and the docks, we can respond more effectively to emails. Our telephone hours are Mondays and Thursdays from 10am until 12noon starting on Monday 3 August.

We look forward to welcoming you back to our London lessons.


9 July 2020 Update:

Dear Clients,

Thank you so much for the many, many happy and supportive emails you have sent us about our plans for reopening. It’s just great to know that the work we have been doing in lockdown, and the fear and confusion that we, both as a business and as individuals, have been going through is now drawing to a close and we will be able to get back to doing what we love, swimming and teaching swimming.

For those of you who are not going to be able to use the credits they bought, we offered a redemption program, which has now expired, and so our standard terms and conditions are now operational.

We have carried out additional health and safety training, following advice from our health and safety advisors, making changes to adapt to Covid-19. This has enabled us to reopen for open water swim coaching.

With regard to booking pool slots, we are liaising with hotel management to get our restart dates confirmed. We are aiming to restart lessons on Monday 27 July in London and Manchester, with our other city venues following shortly after. As soon as we have confirmation from hotels then we will release dates on our new booking software.

As soon as we are able to accept bookings again, we will email all clients who currently have credits with us. If you would like to be added to our mailing list for reopening information, please email

Thanks for all of your support and patience, we look forward to being back to swimming very soon.

12 June 2020 Update – Open water swim coaching in London:

Our open water swim coaching sessions restart on 1 July 2020. Our bookings are now open with all bookings made online and a 48 hour cancellation policy. The majority of our open water coaching will be group session based on Saturday mornings at the Docklands Sailing and Watersports Centre. Each session will have a maximum of 6 swimmers per coach so that social distancing can be maintained effectively. Our open water swim coaching is available for clients who can swim a minimum of 50 meters front crawl in one go without stopping and whilst doing aquatic breathing (exhaling in the water and inhaling to the side). Please note, the changing rooms with showers are currently closed.

Head Coach Andrew is providing a limited number of one-to-one open water swim coaching sessions on Thursday’s and Friday’s in July. These exclusive sessions are priced at £85.00 and include use of a wetsuit too. Visit our open water swim coaching page for further information.


Returning from Lockdown – 12 June 2020 – email to all clients with valid credits on 21 March being sent out on 12 June:

Dear Client of Turner Swim,

Please accept our apologies for sending a general email, but we wanted to communicate with all our clients with regard to any outstanding Credits that you may have had on the 21st March when the pools were shut.

As you may recall, what we did at that time was to automatically extend credits for free during the UK Government’s forced closure. For example, a 4 month closure gives a free 4 month extension of credits. You may also recall from our terms and conditions that we do not offer refunds.

We anticipate shortly being able to start pool lessons again, and this means that the credits will start being active again. We are anticipating being able to reopen hotel lessons sometime between 4 July and 20 July and this is dependent on the hotels. Our open water swim coaching restarts on 1 July. However, we are mindful of the fact that much has changed in the last three months or so in unexpected ways, and your ability or desire to enjoy swimming sessions may be one of those things.

To reflect this, we have decided that as an “Ex Gratia” action. We are offering all clients with outstanding credits after the 20th March the ability to obtain a refund for unused credits, less a redemption fee of £16.50 per credit. This “ex gratia” offer will expire in 14 days time at midnight on 26 June 2020. We are unable to offer any refunds after this date. We will then know how many clients and credits we have outstanding, so that we can plan for the correct level of staffing once we reopen.

We are a small business and do not, and have not, received any form of grant from the government. We were able to “furlough” the majority of our staff, but there were, and continue to be, many unavoidable expenses during this period of lockdown. The £16.50 fee represents the proportion of costs over the period.  What of course we would love best is for you to come back and have a great swimming session. If we face a significant number of cancellations, we will of course have to inevitably make some of our instructors redundant.

If you would like to take advantage of this offer, please send us an email with the following data:
Package bought:
Date of package purchase:
Bank name:
Name of account:
Sort code:

Account client:

This will be a completely manual process at our end, and so it may take time; we are swimmers not accountants!

20 March Update: What are the UK Government restrictions for health clubs during the coronavirus?

At 5pm on Friday 20 March, the UK government told health clubs to close that evening. Until this time we were still very much open and delivering our one-to-one adult swimming lessons. We were taking precautions that we have outlined below.

We very much look forward to reopening once the UK government allows us to. We will extend all credit for the duration of the health club closures for free automatically. For example, once a swimming pool reopens in London in 2 weeks time, then all London credits will be extended by 2 weeks automatically on client accounts.


Up until 20 March we were open, and encouraging clients to come and swim with us

Our swimming lessons were still in operation in 4 London hotels until closing time on Friday 20 March.  In Manchester were were open at Marriott’s Worsley Park Manchester until Tuesday 17 March.

In the weeks before this, we updated our risk assessment and introduced a number of precautions and additional staff training, in order to continue operating our London and Manchester lessons. Turner Swim work with a health and safety consultant at Citation, so we are being kept up to date. With one-to-one lessons in luxury hotels, we feel that we took sufficient precautions, and followed UK government advice so that we were still operating. Our lessons are very different from group lessons in leisure centres or gyms. The hotels we operate from were generally much quieter than usual. Many clients were lucky and saw very few people in the hotel. We were still very much open and we planed to rotate instructors if any got sick.

As of 16 March, Public Public Health England said that their national leads “confirm that coronavirus would be inactivated at the levels of chlorine used in swimming pools.”


Do we have a change to our usual terms and conditions?

Yes – one change from 21 March 2020. We will extend all credits for free for the length of time that we have a pool closure. For example, if we see a two week pool closure then we will extend the credit validity by two weeks. We will do this automatically once a venue reopens.

Up until 20 March we were still running our usual terms and conditions, with a 36 hour cancellation policy. We always automatically book our instructors at 36 hours notice and pay the instructors for their bookings.

Our packages of 5 x one hour lessons are valid for 6 months from the date of purchase. Our 10 x one hour lessons for 8 months from the date of purchase. A one hour lesson is valid for 3 months from the date of purchase. As a business, we have a commitment to provide our lessons to those who have purchased them and we also have fixed costs too.

If you wish to not swim for now then your credits can be extended for a cost of £12 per credit per month, as long as this upgrade is made before the package expiry date. We still have a 36 hour cancellation policy on all bookings. Please email to make the upgrade.


What happens if my credits expired on 20 March or before then, do I get a free extension?

No – we continued providing our adult swimming lessons until Friday 20 March as the UK government advice was that pubs, clubs, theaters and leisure centers only needed to close after we had finished lessons on the evening of Friday 20 March.

If your credits expire between 21 March and when our hotel reopens then your credits are extended for free, to match the length of time the UK government closed our hotels for.


I am over 70 or have a pre-existing medical condition, should I still attend my swimming lessons?

No – as of 17 March onwards we advised against attending your lessons. We will extend the duration of your package for free on receipt of either a copy of your passport page (if aged 70 or over), or on receipt of a letter from the hospital clinic you regularly attend (if you have a pre-existing chronic medical condition). This will be done as a goodwill gesture on the basis that we receive your email to before your credits expire. We reserve the right of discretion on the time period and nature of any chronic medical conditions for this.


Does swimming help my immune system?

In April 2018, John P. Campbell and James E. Turner wrote the medical paper “Debunking the Myth of Exercise-induced immune suppression: redefining the impact of exercise on immunological health across the lifespan.”

They concluded that “lifelong physical activity is a potent means of reducing the risk of non-communicable diseases including cancer, cardiovascular disease, and other chronic inflammatory disorders. Evidence also shows that a physically active lifestyle diminishes the risk of contracting a range of communicable diseases including viral and bacterial infections.”

So along with eating a balanced diet, we believe in exercising regularly too. Keep an eye on our blogs page where we plan to provide nutrition and work out advice while we fight through the Coronavirus issue together.

Our instructors would love to see you

Our instructors would love to see you for your next session session. Primarily because they each really enjoy swimming teaching and each want to continue working with our clients. Our instructors are keen to be able to work while ever they are fit and healthy.

We want to inspire you into swimming for life. When the world around us is going into unprecedented times, then there is nothing like switching off for an hour and swimming. We love the feeling of achievement and the endorphins after we swim and we hope that you will very much enjoy these too.

So please wait, support our team, follow NHS medical advice and we’ll be back soon to keep swimming together!

Click here to book online.

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