Dear Member,
We know that equipment or facilities being unavailable can be frustrating, particularly when there isn't clear communication around what is happening or when repairs are expected to be completed.
Over the past few months, we've worked closely with our suppliers and maintenance teams to improve both the repair process itself and the way we communicate equipment and facility downtime to members.
As part of this, your club has been selected to take part in a pilot project starting 1 September 2026 introducing a new colour-coded signage system aimed at giving members clearer visibility around repair progress and expected timelines.
Here's what you'll start seeing in club when equipment or facilities are temporarily unavailable:
BLACK SIGN – Assessment Underway
Our Maintenance Team and suppliers are currently assessing the issue. An updated repair status will be provided within 48 hours.
GREEN SIGN – Out of Action
We're currently working on this equipment or facility and expect it to be back up and running within the next few days.
RED SIGN – Taking a Little Longer Than Expected. Ask Us Why?
The repair requires more extensive work, specialist support, or parts that may need to be sourced. Our team is actively working to resolve the issue and can provide more information on the expected timeline.
As repairs progress, the signage may change based on updated feedback from suppliers, technicians, or maintenance teams. Our aim is to keep members informed as transparently and accurately as possible throughout the process.
The purpose of this pilot is to:
• Improve communication and transparency around equipment and facility downtime
• Provide clearer visibility on repair progress and expected timelines
• Improve accountability around repairs and maintenance follow-up
• Improve planning around repairs, replacements and asset management
• Reduce uncertainty and frustration where possible
While there is still work to do, we are committed to improving both the repair process and the communication around it. We appreciate your patience and feedback as we trial this new approach in club.
Yours in wellness,
Virgin Active Claremont Management
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