Policies

• Anti-social behaviour of any kind will not be tolerated towards customers or members of our team. Please note that CCTV operates within the Centre.
• We expect everyone to behave in a considerate and respectful manner at all times.
• Treat all users and staff with courtesy and respect.
• Respect the privacy and personal space of all users, in all areas.
• Inappropriate language, behaviour, or harassment of any kind will not be tolerated.
• Any behaviour that may compromise the safety or dignity of others will result in immediate action from staff.
• Shouting, running, or disruptive behaviour should be avoided to maintain a calm environment.
• Follow all instructions given by facility staff.
• Anyone failing to follow our expected behaviour maybe asked to leave the facility. Repeated or serious breaches may result in suspension or banning from the facility.

• Failure to comply to our Expected Behaviours may result in:
  • Removal from the facilities.
  • Suspension of membership or access.
  • Further action as deemed necessary for safeguarding or safety.

We welcome feedback to help us maintain a comfortable and inclusive environment. Please speak to a member of our team or use our feedback form.

• All members, casual users and Dolphin Centre Card holders can book from 8am, 7 days before their class or session. They can do this online, over the phone or at The Dolphin Centre reception.
• On request, all members must produce their card to validate their membership type.
• All customers are required to check in for their classes or sessions at reception or using one the self-service kiosk. We have two kiosks, one is located on the ground floor close to the changing village and one is located on the first floor near our baby change room. 
• It is the customers responsibility to ensure all contact details are correct so we can notify them of any cancelations or changes to their booking. 

• We ask that paying casual customers give us 24 hours notice to cancel their place, failure to do so may result in us not being able to refund payment.

• Dolphin Centre members, can cancel their booking up to 12 hours before the start of the class / session.
• Failure to cancel or cancelling within 12 hours may result in a £1 non arrival charge being applied to their Leisure Hub account. This will result in their membership being in default and will restrict access to the facilities and unable to make further bookings. 
• The account will be unlocked on receipt of paying off any debt which can be made via the my debts section of their Leisure Hub account or at The Dolphin Centre reception. 
• We advise all Dolphin Centre members to cancel their bookings as soon as possible either online or via The Dolphin Centre reception. This will allow the ‘notify me’ action to be triggered via email to let other members know spaces are available.

• Gym users must scan the QR code on their Dolphin Centre Card at the turnstile to gain access to the gym, this will indicate they have a direct debit membership or have paid at reception on arrival. If the turnstile doesn’t open once scanned this indicates an issue with your account, please alert a member of staff or report back to reception.
• Any customer found to be using the facilities without paying will be asked to leave. Following this the management team have the authority to withdraw access to the facility, cancel customers memberships and Dolphin Centre card. If a customer is found to be allowing others to use their membership or Dolphin Centre card the card will be suspended, which may lead to the membership being cancelled.

Customers must be over 14 years old to use the gym on their own or attend a fitness class at the Centre.

Juniors aged 11-13 years old can access the gym with an adult customer (16 years+) during our opening times.

Juniors aged 11-13 years can access the gym without an adult during our controlled junior gym sessions. 

All customers using the gym for the first time must have an induction and complete a Physical Activity Readiness Questionnaire.

Juniors aged 11-13 can complete their induction and PARQ as part of our junior gym sessions. 

We want all customers to enjoy their workout. Remember:

• Scan your card on entering the gym.
• Time should be limited to 20 minutes on each machine during busy times.
• Clean and replace all equipment after use.
• Clothing and footwear should be suitable gym wear.
• Personal belongings should not be brought into the gym area.
• Exercise environments are exactly that. Please don’t hover around equipment.

• Ensure you have booked earlier, walk-ins are only permitted if space is available on the system.
• If booking on arrival please collect a receipt from reception and hand in to the instructor as you won't be showing on their register. 
• Customers should check in using the kiosks on the ground floor or first floor to ensure they are marked in for the class. 
• Arrive on time, late attendees will not be permitted into the class.
• Ensure you have appropriate clothing and footwear to partake in the class.
• Please disclose any medical conditions to the instructor prior to taking part in a class.

Suitable for children up to the age of 10. To access our casual soft play area, all children must be accompanied by a responsible adult aged over 16 years old.

• Our soft play facility is suitable for children aged 8 years and under, with a dedicated toddler area, suitable for under 5 years.
• All children should always be supervised by an adult; we deem adults to be anyone who is 16 years and over.
• Photography, including photos and videos, is forbidden unless prior consent is given from the management team.
• Shoes should be removed when entering the play area but worn when using the toilet facilities. Socks must be always worn, while in the play structure. Socks are available to purchase from reception if you forget them.
• Children should wear clothing that covers arms and legs, removing all jewellery, sharp objects and any clothing with toggles or cords that may get caught.
• No food, drink or chewing gum should be taken into the structure. Only food and drink purchased at the Centre can be consumed on site.
• Children should leave all belongings with their parent/guardian, any valuables left on the premises are left at the owner’s risk. No liability will be accepted for losses, damages or theft.
• Pushchairs are to be left in the buggy park with all valuables and belongings kept with personnel. No liability will be accepted for losses, damages or theft.
• Children who are unwell should not use the play equipment.
• Please report all accidents or incidents to a member of staff as soon as they arise so we can assist. These include any incidents of bullying or unruly behaviour, don’t attempt to intervene yourselves all staff are trained to deal with these situations. 
• All play equipment, including balls, should not be thrown at each other. 
• Any damage to the equipment should be reported to the team as soon as they are noticed, so measures can be taken to keep the equipment safe for users.

Visitors to swimming pools are reminded to:

1. Shower before using the pool.
2. Shower on leaving the pool.
3. Follow the necessary hygiene precautions when visiting public places to help reduce the risk of infection. These include washing your hands for at least 20 seconds, cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze and do not touch your eyes, nose or mouth if your hands are not clean.
4. If you feel unwell, please avoid using the pool.
5. Deposit all litter in the bins provided.
6. Leave cubicles, showers, and toilets in a clean condition for the next user.
7. No shaving or use of strong chemical products (e.g., hair dye) is permitted.

• We have 57 changing cubicles in the changing village, 16 of which are larger family changing cubicles and eight have baby-changing beds.
• There are 19 showers, 7 of which are fully private showers.
• There are separate male and female toilet areas.
• There are three hairdryers, which are free of charge.
• All lockers cost £1.30, of which £1 is refundable.
• The use of any electronic devices is strictly prohibited on poolside and in the changing village. 

We are is committed to creating equal access for everyone. Please see details of the Changing Places Registration Scheme for provision we provide at the Dolphin Centre.

Respect and Privacy

• All customers must respect the personal space and privacy of others.
• Use private cubicles for changing at all times.
• Only use dedicated family or accessible changing spaces when appropriate.
• Photography, videography, or use of devices that could capture images is strictly prohibited within the changing village.

Use of Facilities

• Please ensure the cubicle is fully closed and secured when in use.
• Showers should be used individually unless assisting a child or vulnerable person.
• Keep personal belongings tidy to avoid trip hazards.
• Report any faults or cleanliness concerns to staff immediately.

The temperature of the pools is maintained between 28º - 30ºC, in line with industry recommendations. 

Our Toddler Pool is fitted with a heat exchanger which enables this pool to be heated individually. The temperature for this pool is maintained between 30º - 31ºC.

All our pool lifeguards are qualified to the national standards required by The Royal Lifesaving Society [external link]. We expect the highest level of vigilance from our lifeguards at all times, providing a safe and secure environment for all our customers; and as such they are required to carry out lifeguard training at least once every three weeks.

One adult must accompany every two children under eight years, or two non-swimmers under sixteen years. This is in line with best practice from the Royal Lifesaving Society.

Juniors can access the pool without an adult if they are over 8 and a confident swimmer (can swim 25 metres and jump in deep water unaided).

Juniors can access the diving boards without an adult if they are over 8, a confident swimmer and can exit the diving pool unaided. Juniors under the age of 8 must be supervised in the area by an adult, a confident swimmer and able to exit the diving pool unaided.  The use of swimming aids and goggles is prohibited.

Juniors can access the slides without an adult if they are over 8 and a confident swimmer. Juniors under the age of 8 or using swimming aids must be accompanied by an adult. 

Juniors can access the diving boards without an adult if they are over 8, a confident swimmer and can exit the diving pool unaided. Juniors under the age of 8 must be supervised in the area by an adult, a confident swimmer and able to exit the diving pool unaided.  The use of swimming aids and goggles is prohibited.

Juniors can access the slides without an adult if they are over 8 and a confident swimmer. Juniors under the age of 8 or using swimming aids must be accompanied by an adult.

The toddler pool is open to all juniors under 8 years old who must be accompanied by an adult at all times.

The following items are not allowed in the pool:

• baggy, see-through or ripped swimwear
• t-shirts
• vest tops
• skirts
• sarongs
• denim jeans
• cut-offs
• shorts with studs
• belts
• shorts longer than just below the knee
• underwear or thongs

Provision will be made for cultural requirements and medical conditions.

Do not wear swimming goggles if you are using the slides or diving boards.

Babies must wear a swim nappy when using the pool facility (these are available to purchase from reception).

• Do not enter the swimming pool if you are suffering or have suffered from diarrhoea within the previous 48 hours. If you have been diagnosed with Cryptosporidiosis [external link], do not swim until you have been free of symptoms for 14 days.
• Visit the toilet before you swim and always wash your hands after using the toilet.
• You are required to shower before entering the pool - if everyone does this properly, it will improve water quality and reduce the risk of contamination.
• All infants who are not toilet trained must wear an aqua-nappy. Do not change nappies on poolside.
• If the pool is contaminated by vomit, blood or faeces, report it to a member of staff immediately.
• Customers are not permitted to swim in underwear when swimming at the Dolphin Centre. Appropriate and proper swimming attire must be worn at all times. Swimwear can be purchased from our swimwear merchandise stand that is located in the reception foyer area.

Bather loading in the Dolphin Centre pools complex is controlled by coloured wrist bands. These wrist bands are the locker wrist straps which customers receive when paying for a swim and a locker at the Dolphin Centre reception desk.

The Dolphin Centre uses 5 coloured wrist bands (Green, Red, Blue, Yellow and White) and during peak periods we operate our band callout system to manage and monitor pool users in our pool complex.

During peak periods customers will get a minimum of 60 mins and a maximum of 75 mins swimming time.

Above the poolside office there are coloured lights that you may see flashing. If the coloured light flashing matches your band colour, this indicates that your swimming time is up.

When calling customers out of the pool, the Dolphin Centre staff will also call a siren.

Prams and pushchairs can't be taken onto the poolside. Please use the buggy park in the Changing Village or the one next to the 'Under the sea' soft play area.

The use of any electronic devices is strictly prohibited on poolside and in the changing village. 

When spectating, use the designated areas around the pool. Please go bare foot or use the blue overshoes provided before entering the changing village. No food or drink should be taken onto poolside and the use of any electronic devices is strictly prohibited. 

• We suggest that given the weight of bowling balls, the minimum age for a child to bowl is four but this is at the discretion of the parent/guardian.
• Please note that children under 11 must be accompanied by an adult whilst in the bowling alley.

• Please arrive approximately 10 minutes before your start time and come bowling ready with appropriate footwear.
• Please have your booking confirmation ready when arriving at DC Bowl reception which is located in the booking office on the first floor.
• Please arrive on time as late arrivals may not be able to bowl and could lose the total amount paid. Please leave plenty of time for your journey.

• Flat shoes are required for bowling participants. You can wear your own shoes providing they are flat and are not sandals, open toes, wedges or heels.
• Bowling shoes are available if you don't have suitable footwear.

• We have a wide variety of weights and sizes so everyone can enjoy a game. Balls range from 6lbs to 15lbs. The light weight balls have smaller finger holes for children.

• Young children and can use the ramps and lane bumpers to make bowling easier for them. The ramps are also suitable for wheelchair users as their chair can usually fit underneath.

• Flashing lights and special effects are in use during play, this may affect individuals with photosensitive epilepsy. 

• All bookings need to be made and paid for before the session.
• Turn up no earlier than 5 minutes before your time slot, access to the hall will be granted at the time of your booking.
• We encourage to come ready to play, changing facilities are available.
• Dress code - loose comfortable clothing (no jeans) and training shoes. All cultural requirements will be considered - please ask at Reception.
• Bring your own equipment (rackets, football etc) where possible.
• Court bookings are for a maximum of 4 people (badminton, table tennis, pickleball and soft-tennis)
• Entry and exit for the sports hall will be via the main entrance.
• All activities should be booked and paid for online using your Dolphin Centre card.

Regular physical activity is fun and healthy, and is safe for most people. If you are planning to be more active than you are now, and are aged 15-69, start by answering the questions below. If you are over 69, check with your doctor first. 

If you answered no to all questions - then you can be reasonably sure that you can start becoming more active, but begin slowly and build up gradually. 

Code of Service is the standard we expect all our staff to have when dealing with all customers. Our customers are anyone we come into contact with whilst at work. 

Customers wishing to use such equipment within the Centre must first gain permission from the Centre Management.

The use of any electronic devices is strictly prohibited on poolside and in the changing village. 

Climate change is the most pressing challenge facing the planet today. In 2006. Darlington Borough Council demonstrated its commitment to tackling climate change by signing the Nottingham Declaration. By working with the Carbon Trust through the Carbon Management Programme, the Council has been able to calculate the ‘carbon footprint’ of its operations.

A challenging target of reducing our carbon emissions by 25% over the next 5 years has been set.  This Carbon Management Plan focuses on the practical actions and changes to be undertaken to reduce the carbon footprint of the Council, but it is also recognition of the Council’s responsibility to lead by example. Carbon management is important to the Council as it represents the opportunity in tackling climate change and make cost savings through improved efficiencies which improve value for money for the Borough’s residents.

We are committed to saving energy:

1. We use pool covers on two of our pools
2. LED lighting in our Pool Complex
3. Passive Infrared Motion Sensors (PIR sensors) are used within a lot of our corridors, changing rooms and management offices.  Part of our future plans is to get these in all circulation areas
4. We 100% recycle all our paper, glass and cooking oil.  All other waste is put in a compactor, which gets broken down and recycled at the Darlington recycling site
5. Push buttons operate in all of our showers and on our taps, saving water
6. We encourage customers to be more green by accessing information on this website, rather than distributing an excess of leaflets
7. Our pool plant has been upgraded (August 2015-May 2016).  This included installing new lighting and tiles, improvement to the ventilation in this area and the replacement of the waterproof membrane.