Frequently Asked Questions
See below our FAQ's for each facility within Surrey Sports Park.
Member FAQ's
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Why do we have to check into classes & courts?
We actively monitor attendance to sessions & court bookings for a number of reasons:
1. To ensure those that are genuinely able to attend, can attend!
2. To monitor successes of our classes in order to make decisions over the programme.
3. To ensure people are using the sessions/courts when they say they are as you may be preventing others from gaining access. -
How can I convert my membership?
Memberships can be converted by contacting our designated team via the email support@surreysportspark.co.uk. For more information and to compare our different public memberships, click here.
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How do I cancel my membership?
Please first refer to your terms & conditions that you would have received upon joining for membership. You can request a cancellation via the form here.
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How can I freeze my membership?
Surrey Sports Park offers freezes (minimum 1 month to 12 months maximum) for those who are ill or injured on the production of medical proof. To request a freeze, please email support@surreysportspark.co.uk.
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How can I provide feedback on Surrey Sports Park?
We value your feedback and love to hear about the experiences you have at Surrey Sports Park. We hope all experiences are positive and welcome these comments. Sometimes we fall short and we want to hear about it. Please let us know so our customer experience team can make contact with you to discuss this further.
You can contact us via the email support@surreysportspark.co.uk.
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How do I make bookings and access the building?
The most efficient way is to download the Surrey SP app. Here, you can make bookings for classes, courts and sessions as well as use it to scan into and access the building. It saves queueing or a phone call giving you more time to enjoy your day! We also have an online portal to use. Please log in, or create an account here.
If you experience difficulties, feel free to email us on support@surreysportspark.co.uk
Visitor Parking FAQ's
For all parking information & FAQ's, please click here.
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How the ANPR system works
The ANPR system introduced on 1 May, 2017 records the number plates of all cars entering and leaving the two main Surrey Sports Park car parks.
The system tracks visitor entry and exit times. Payment must be made on exit using the parking terminals.
Members have the ability to apply for a permit which offers 3 hours per visit.
For any duration over 3 hours members will have to pay the tariff rate. E.g. 5 hours for a member is automatically £2.40
All visitors must not return within 2 hours.
Any cars that leave the car park without completing payment will automatically incur a parking penalty notice of £100, reduced to £60 if paid within 14 days.
All parking charge notices will be sent out through the post to the registered keeper of the vehicle.
In addition to the ANPR system, we have deployed Parking Eye parking staff into the car park at known busy periods to ensure that cars are parked in allocated parking spaces. This is in response to cars that have frequently been seen on double yellow lines, in disabled bays with no valid badge, in the drop off bay and in the coach park.
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ANPR penalty charges
A Parking Charge Notice (PCN) of £100 will be issued where vehicle users:
- Left the car park without making payment (if in doubt enter registrations to confirm).
- Return within 2 hours.
- Park between 23.30 – 05:30.
- Park on double yellow lines or hatched areas.
- Park out of marked bays.
- Park obstructively.
- Park in a disabled bay without displaying valid disabled badge.
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ANPR FAQ'S
Following guest feedback, we would like to address a number of frequently asked questions and concerns surrounding the new ANPR system:
Why is the ANPR system necessary?
Surveys confirmed our car parks were being used on a regular basis by people not ultilising the facilities. This limited the number of open bays available for valid visitors and led to some drivers parking outside of designated bays. As part of the building consent with the local council, the University has an obligation to manage the designated bays provided to Surrey Sports Park and allowing cars to park on yellow lines contravenes this consent and is also obstructive for those wanting to park correctly.Please explain the ‘no return within 2 hour’ rule.
The ‘no return’ policy is the period of time following a parking event at Surrey Sports Park. Without this, members could park for an unlimited time if they pop out at 3 hour intervals. This is possible with the varying academic and professional buildings in close proximity.What will happen on event days?
Large event days which attract extra traffic will be managed on an individual basis and tailored to the need. We will retain flexibility with the ANPR system and can turn cameras off if necessary. We will continue to provide marshals with the aim of helping people park their vehicles in designated bays.Why can’t I park on yellow lines, some are not in the way?
The University of Surrey cannot add or create spaces in addition to the designated parking bays that were granted as part of the planning consent for Surrey Sports Park. Allowing parking on yellow lines, in grass areas or on crossed hatchings is a direct contravention of the permitted planning consent.Where will I park for away fixtures?
The system is in place to ensure that people using the building are able to park by discouraging misuse. If your activity is not at the Sports Park then you will not be able to leave your vehicle without a larger payment duration.Appeals Process
To contest a PCN you will need to contact Parking Eye.
Swimming FAQ's
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How much does it cost?
Pool access is free to our Full Access and Sport members.
For our guest users, you can see our pay-as-you-go pricing here.
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How do I access the swimming pool?
On arrival please proceed to the front of the building and visit the reception desk.
Collect a wristband from the team after paying or showing your membership status. Please wear this throughout the session.
After receiving your wristband, you can proceed through our turnstiles and turn right to access the Changing Village (or members change) where you can change for your swim. You will need to bring a £1 coin or token to be able to use the lockers.
Once swim-ready, you will need to take a quick shower and display your wristband. You will then be ready for your swim!
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Can I bring my children?
We do not have any age restrictions on any of our Public Swimming sessions. We ask that you check the timetable to ensure the correct activity (eg. Lane or Family Swim) is available on the day you would like to attend.
We would like to remind you that if you are accompanied by your children, you are responsible for supervising them at all times. Anyone under the age of 16 must be accompanied by a guardian over the age of 18 when visiting the building. Any children under the age 8 must be accompanied in the water by their guardian, with a maximum ration of 1 adult to 2 children.
Any unaccompanied children will be stopped at Front of House where we will help them contact their guardian.
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Can I use training aids in the pool?
Most training aids are allowed in our pool with some exemptions. We ask that you are considerate of other pool users when using training aids. For example, by moving lanes to be in the appropriate speed lane.
If you have an enquiry about a specific training aid, please email info@surreysportspark.co.uk.
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What accessibility aids do you have?
We have three types of pool entry aids as well as a changing room hoist at Surrey Sports Park. You can find out more about them here.
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How do you treat the pool?
At Surrey Sports Park we use Ultra Violet (UV) systems which reduce the need for chemicals and therefore we run the pool at lower levels of chlorine compared to chemical controlled pools only. The two main chemicals we use are Sodium Hypochlorite for disinfecting and Hydrochloric Acid for pH Balance.
Climbing FAQ's
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How can I get into climbing?
We offer 60-minute private lessons for £30 as a taster to ropes and to get you started bouldering, otherwise we offer a 1:6 4-hour beginner course that will teach you everything you need to know to start rope climbing independently for only £40 (SSP members) or £55 (non-members). Call us on 01483 683689 to find out about availability.
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Do I need to book in advance to use the wall?
No, simply turn up at the Climbing Wall desk and one of our reception team will sign you in. If you have not climbed with us before, you will be asked to complete a boulder induction and waiver form before starting.
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How do I access the climbing wall?
If you are an experienced climber, you can simply turn up and one of our reception team will sign you in. If you would like to book an instructed session, please call us on 01483 683698 and we can schedule you in at a time that suits you.
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Are you only allowing liquid chalk?
No, we sell 3 different kinds of chalk. Powdered chalk is available at £5 a bag, liquid chalk at £4.50 a bottle, or packaging free chalk balls for £2.50.
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Do you hire out kit?
Yes. Climbing shoes can be hired for £3, or full-kit hire is £5. Full kit hire is included in all our instructed sessions.
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Can I use the changing rooms and lockers?
Changing facilities and lockers are available to use, as are the cubbie holes provided in the climbing wall itself.
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My child is booked onto an instructed session. Can I come and watch?
Unfortunately spectating will not be allowed inside Surrey Summit except for sessions for ages 4-6yrs.
For other sessions, you can watch the session from the walkway above the bouldering wall, or from the windows in Pitchside. We ask that you remain in the building and meet your child by the climbing reception at the end of their session.
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Is parking free?
Parking is free for up to 3 hours in the Surrey Sports Park Main, or Overflow, car parks.
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How often do you route - set?
Every month! We reset boulders on the 3rd Monday of each month, alternating between the cave and main wall, and reset the 3 big roped walls the day after, cycling through the lead wall, white wall and auto-belay wall. The grey walls have 2 lines reset on the Friday before.
For specific dates, check our Instagram: @surrey.summit
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What membership do I need to access the climbing wall for free?
Climbing falls under the Sport Category of SSP Memberships. Any membership that includes Sport Access will allow you free entry to our Public Sessions, bookings up to 14 days in advance, and a reduced rate for our 4 Hour Adult Beginners Course.
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When are your quietest times?
Our Off-Peak Public Climbing Sessions during the week before 6:45pm are generally our quietest times, as we run a variety of instructed courses and sessions during the evenings and on weekends.
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Opening HoursMonday - Friday: 10:00 - 22:00Saturday: 10:30 - 18:00Sunday: 10:30 - 20:00
The Treatment Room FAQ's
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What should I expect on my initial consultation session?
All our sessions include a thorough assessment of your condition, starting by asking a number of questions about your medical & injury history. Then a physical assessment will follow.
Please bring with you any notes, reports or scan results and dress in comfortable clothing that allows you to expose the injured area but remain comfortable.
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Can you advise me about what practitioner is recommended for my condition?
At The Treatment Room we are confident that all our practitioners are qualified & experienced enough to address all concerns. The benefit of booking with The Treatment Room is that as a small team; we know each other’s specialist areas and can recommend you see a specific practitioner after your initial consultation if this is necessary.
However, if you would like to speak with one of our practitioners in advance please email thetreatmentroom@surrey.ac.uk and a qualified practitioner will call you at a convenient time to discuss this in more detail.
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I am unsure about whether my complaint is something that your practitioners can treat, what should I do?
We offer free 10 minute consultations in person or over the phone with any of therapists. If you have any questions regarding an injury or niggle, aren’t sure if you need an appointment, or who would be best to book in with, don’t hesitate to contact us and get booked in.
During the consultation the therapist will talk through the current concern, and from this can advise on whether an exercise would help, whether the injury needs specific rest or training modifications, or whether you would be best getting assessed as a full appointment with one of our experienced therapists.