Dear Member,
At Virgin Active Point Country Collection, we pride ourselves on delivering an exceptional member experience. We are aware that, from time to time, some members have noticed that the hot water in our showers and taps may appear slightly brown or discoloured.
We wanted to take a moment to explain why this occurs and, more importantly, reassure you that we are actively working on a long-term solution.
Following an extensive investigation by a number of specialist engineering companies, we've established that the club receives its water from a municipal reverse osmosis (RO) water treatment plant. This type of treatment produces exceptionally pure, high-quality water by removing almost all naturally occurring minerals.
While this is excellent for drinking water quality, water with such a low mineral content can interact with certain metals in our hot water systems. As the hot water passes through our heating equipment, it can dissolve small amounts of naturally occurring iron from the system. This is what causes the occasional reddish or brown colouring that some members may notice.
We've therefore engaged several specialist engineering firms to develop a permanent solution. This work has included detailed water testing and system analysis, and we are currently reviewing the most effective long-term design to address the root cause of the issue.
In the meantime, we're also investigating interim filtration solutions that will help improve the appearance of the hot water while the permanent solution is being implemented.
What are we doing?
While the water is safe, we appreciate that the appearance is not consistent with the premium experience we strive to provide.
Is the water safe?
The good news is yes.
Independent investigations have confirmed that the discolouration is caused by iron and does not present a health risk for showering, bathing or washing.
Our cold drinking water remains of excellent quality, and members can continue to enjoy it with confidence.
Is it safe to shower?
Yes. The hot water is safe for showering, bathing and washing.
Is it safe to drink?
We recommend using the club's cold drinking water dispensers, which remains of excellent quality.
When will the issue be resolved?
Our engineering partners are finalising the design of a permanent solution. In the meantime, we're implementing interim measures to improve the member experience while the permanent solution is installed.
We sincerely apologise for any concern or inconvenience this may have caused and thank you for your patience while we work through this complex engineering challenge.
Providing an exceptional environment for our members remains our highest priority, and we'll continue to keep you informed as we make progress.
Should you have any questions, please don't hesitate to speak to our Club Team.
Kind regards,
The Point Country Collection Team
Virgin Active South Africa
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