New App Member FAQs

NEW MEMBER APP FAQS

Getting Started & Access How do I log in to the app for the first time?

Members can download the OurHouse mobile app from the App Store or Google Play. From there, you will be asked to set up an account using the email address linked to your membership, and will be guided through a short onboarding process. Your portal password won’t work for the app, you will set up a new password during onboarding.

Do I need to create a new account?

You will be asked to ‘set up an account’, but your existing membership is linked automatically so it’s a quick and easy process. You will be asked to confirm some details during onboarding before creating a new Direct Debit Mandate.

What do I need to complete during onboarding?

During onboarding, all members will: Confirm personal and account details The primary member will: Set up a new Direct Debit mandate Review linked household members and children – Your Named Adult (should you have one) will have their details appear in the account management section of your app which will be visible once you have onboarded

Do I need the app to manage my membership and bookings?

Yes. From Tuesday 17th February the app should be used for all bookings incl. guest passes, from Tuesday 24th Feb onwards Until EOP Mon 23rd Feb, all bookable activities remain in the current web portal.

From Tuesday 24th February the app will be the only place to manage bookings, and membership details.

What happens to the old web portal?

The current web portal will be retired once bookings have moved fully into the app, as per timeline above.

NEW MEMBER APP FAQS

Direct Debits & Payments Set Up Why do I need to set up a new Direct Debit?

The new app uses a new payments system. To ensure payments continue smoothly, all members will be asked to set up a new Direct Debit mandate as part of onboarding.

What happens to my existing Direct Debit?

You do not need to cancel your existing Direct Debit yourself. Once you have completed the new Direct Debit setup in the app, your payments will move across to the new system.

When will my first payment be taken through the new system?

Your first payment via the new system will be taken at the start of March. Any additional classes or no-show charges which are accrued from when the app is live, will be added to your March invoice. Moving forward any additional charges will be paid through the following month’s direct debit and will show in your invoice breakdown.

What happens if I don’t complete the Direct Debit setup straight away?

Members who have not completed the new Direct Debit setup will temporarily remain on the existing payment system. However, to book classes, events, or use app features fully, onboarding (including Direct Debit setup) will be required.

Is there a risk of being charged twice during the changeover?

No. Once your new mandate is in place your payments will move to the new direct debit and nothing further will be taken from the previous instruction.

NEW MEMBER APP FAQS

Account Roles & Permissions What’s the difference between a primary and secondary account?

The primary account holder is the payer on the account and manages the membership for children and named adults. Secondary adults are linked household members with access to bookings, subject to some permissions.

What can secondary members do in the app?

Secondary members can: Book and manage classes and creche using available credits, for themselves and their family Book and manage complimentary events, swim sessions and call booths View bookings and schedules At launch, all paid-for actions must be completed by the primary account holder.

What actions must be done by the primary account holder?

At launch, only the primary account holder can: Book PAYG classes and paid events Create guest passes Manage payment-related actions The secondary member will be able to have access to the above but simply cannot book the guest in or pay for the additional classes or events.

Why am I getting a ‘booking not allowed’ error message?

The likely reasons for this error message are: If you are trying to book at the weekend when you only have weekday membership If you are booking within a period where your membership is on a freeze If there has been an issue with your monthly payment – in this case you will need to contact the membership team to arrange payment as soon as possible and unblock your access If you get this message for any other reason, please contact us at appsupport@littlehousesgroup.co.uk

NEW MEMBER APP FAQS

Book Classes (Adults & Children) How do I book a class?

Classes can be booked directly in the app by selecting the participant(s), class, date, and time and confirming the booking.

Booking kids classes You will need to actively select a child before choosing which class you would like to book them in to

Why is the ‘book’ button deactivated on a class?

You need to have selected the participants in the ‘who’s coming’ section at the top. For adult classes, the adult logged in will be preselected. For children’s classes there will not be a preselection and you need to actively select the relevant child/children before booking.

How do class credits work in the new system?

Credits are only redeemed once attendance is marked for a class. Cancelling on time (more than 1 hour before) or paying a no-show fee does not result in a lost credit.

Where can I see my remaining monthly credits?

These will be visible in the account section of the app and you will also be shown your remaining credits when you make a class or creche booking. Please note the credit balance that shows on a booking confirmation screen will always be that current calendar month, even if you are booking a class in a future month.

Can I book pay as you go classes and events?

Yes. Pay as you go classes and events can be booked in the app. Payment will be collected via Direct Debit at the start of the following month.

Is it possible to book into a class as it starts?

If there is space you can book at the reception desk, walk in bookings cannot be made at the studios.

Do you accept walk in bookings for classes and creche?

If within an hour of a class or creche booking taking place, someone may have cancelled the booking with our reception team, you are welcome to check at reception if a last-minute space has become available, only our reception or membership team will be able to assist you with us and not the instructors or creche reception team.

NEW MEMBER APP FAQS

Cancellations, No-Shows & Fees When can I cancel a class without a charge?

You can cancel a class up to 1 hour before the class start time without losing your credit or being charged. If you are unable to attend a class, please cancel with as much notice as possible to allow for a fellow member to book in.

What happens if I cancel within 1 hour of the class?

Cancellations are disabled within 1 hour of the class start time. If you do not cancel more than 1 hour before or do not attend, a £10 no-show fee will apply automatically.

Will I lose my credit if I cancel on time?

No.

Will I lose my credit if I pay a no-show fee?

No. Once the no-show fee is paid, the credit is retained to the member

Are there late cancellation fees?

No. There are no late cancellation fees, only no-show fees. We do however encourage class cancellation at the earliest possible opportunity to give spaces to other members. Continuous late cancellation behaviour will be monitored.

NEW MEMBER APP FAQS

Waitlists How do waitlists work in the new app?

Waitlists now use automatic allocation for classes. If a space becomes available, it will be automatically allocated to the next eligible member on the waitlist. The auto-allocation process continues up until 1hr before the class start time. If you no longer want to be allocated a spaceplease cancel your waitlist spot so another member can enjoy the class. No-show fees will be charged if you are allocated a spot on a class but do not turn up.

Can I see my position on the waitlist?

Yes. Your live waitlist position is visible in the app.

Will I be notified if I get a space from the waitlist?

Yes, you will be notified by email and SMS.

Can I add more than one person in my family to a waitlist at one time?

Yes, but spaces will be allocated on a first come first serve basis. Meaning one person in your family booking could get a class spot while the other doesn’t.

Can I edit an existing booking?

During the first phase of the App launch edits aren’t possible, classes and creche will need to be cancelled and rebooked. If you want to add another family member to an existing booking.

I have been added from the waitlist to a class but it is not appearing in my schedule for today?

If you’re added from the waitlist and your credits have already been used, a pay-as-you-go charge will be applied automatically to the following month's direct debit payment. While that’s processing, the class might not appear in your schedule straight away. You’ll receive an email and SMS confirming your place, that’s your confirmation you’re booked in.

NEW MEMBER APP FAQS

Waitlists What happens if I get added to a class just before the 1 hour booking window and do not see until within the 1 hour?

You won’t get auto-allocated within the 1-hour mark. Waitlist auto allocation stops 1 hour before (along with class cancellation). You could get moved over 65mins before a class starts and, in that scenario, you would only have 5 mins to cancel your spot on the waitlist. As soon as you know it's too close to start time for you to make it, you should take yourself off the waitlist to avoid any unnecessary charges.

NEW MEMBER APP FAQS

Creche & Kids Services How do I book the creche?

Creche sessions are booked through the app in the same way as classes.

What does ‘creche currently available (at least 1 hr)’ notification mean on some of the fitness classes?

This means that at the start of the class booking process, there is still at least 1hr’s creche availability for the duration of your class. This creche slot is not held for you while you book your fitness class, you will need to quickly book it once you’ve booked your class, using the button that shows on your class booking confirmation screen.

Is there a creche waitlist?

No. A creche waitlist is not available at launch.

Why do I need to set a password for my child?

Each child has a password set during onboarding for creche and kids services. This replaces per-booking passwords and can be updated at any time in account settings.

When is a creche hour deducted?

Creche hours are deducted once attendance is marked. Cancellation and no-show rules are the same as they are for classes, cancellations can only be made up to 60 minutes before the booking start time, after that time a non-attendance fee of £10 will be applied to your next direct debit payment. Please cancel with as much notice as possible if you no longer need the space to allow another member to benefit from the time slot.

Do I need to specify who is dropping off or collecting my child?

'Not in the app, however the creche staff will still confirm that the person dropping off and picking up the child is an adult on the membership

NEW MEMBER APP FAQS

Creche & Kids Services How can I edit a creche booking?

You will not be able to make any edits to bookings, should you need to edit please cancel and re book the hours you require.

I have 1 hour of creche left available this month, but I want to book 2 and the system won’t let me?’

If you require 2 or 3 hours of creche and your account only has 1 hour remaining, you would need to book the 2 or 3 hours separately, 1 hour using the credit and 1 or 2 hours using PAYG, with the additional hour(s) being charged to your next month's direct debit

Can I book different creche times for each of my children?

Yes, you can — as long as overlapping times are booked together.

What does “overlapping times” mean?

Overlapping times are any hours when both children will be in the creche at the same time.

Example: Child 1: 9:00am – 12:00pm (3 hours) Child 2: 9:00am – 11:00am (2 hours) The overlapping time is 9:00am – 11:00am.

How do I book this correctly in the App? You’ll need to make two bookings.

1) Book the overlapping time first Select both children Book 9:00am – 11:00am Confirm the booking

2) Book any extra time separately Create a new booking Select only the child who needs extra time Book 11:00am – 12:00pm Confirm the booking

NEW MEMBER APP FAQS

Creche & Kids Services I’ve already booked one child — how do I add my second child?

I’ve already booked one child — how do I add my second child?

At launch, you can’t add another child to an existing booking. If you’ve already booked one child for a time that another child also needs: Cancel the existing booking Rebook both children together for the shared (overlapping) time If needed, create a second booking for any extra time We call this an overlapping booking.

NEW MEMBER APP FAQS

Guests How do I add a guest?

Guests can be added by the primary account holder via the app under the primary account holder's profile. You will need to add the guest’s details first, to set them up in our system. You will be asked to provide their name, date of birth and email address as that information is required for their profile. Once that is done, click on their name in your list of guests and select the visit date you'd like to book. Guest must check in and complete a waiver upon arrival. Guests must always be accompanied by a primary or secondary member for the entirety of their visit. Named adults are not permitted to bring guests.

I have added a guest in my app (not yet booking them into a particular date) I now need to delete them; how can I do this?

At launch you won’t be able to do this yourself in the app, please email our membership team and they can ensure they are deleted from your profile.

Can I add guests to holiday camps?

No. Guests for holiday camps are subject to confirmation and would be booked via the membership team for your respective club

When can I bring a guest to the club?

Guest access hours Monday – Friday all day, after 12 noon on the weekend at Jaego’s House and after 1pm on the weekend at Jesse’s House.

Do guest have to be booked in advance?

Yes, there is a set capacity for guests each day and guest passes have to be booked in advance. Capacity permitting guests can be booked for that same day, but this still needs to be done in the app before arriving at the club.

How many guests can I bring?

You can bring up to 3 guests during one visit. An individual guest can visit a maximum of once per month, up to 12 visits per year. Guest must be booked by a primary member and always accompanied by a primary or secondary member. Named adults are not permittedto bring guests.

NEW MEMBER APP FAQS

Payments, Invoices & Pricing How are pay as you go classes and no-show fees paid?

Pay as you go classes, paid events, and no-show fees are collected via variable Direct Debit at the start of the following month, alongside your membership fee.

Will I receive a breakdown of charges?

Yes. A monthly invoice will be emailed to you on the 1st of the month, with payments initiating shortly after.

Should you have any queries relating to your invoice please contact the membership team.

Have any class prices changed?

Adult classes are £12 Child classes are £10.

Reformer classes at £15 Creche/ Kids Club at £10.

NEW MEMBER APP FAQS

Other Can I book Jaego’s car park in the app?

Not at launch, we have introduced a new system in the meantime to book parking which we will the link for ahead of Wednesday 25th February, in the meantime continue to use your current portal for booking up until and including Tuesday 24th February

I’m having trouble with my app who should I contact?

If you haven’t been able to find what you’re looking for here please contact us at appsupport@littlehousesgroup.co.uk, please include the name and email address from your membership.

Can I cancel, pause or upgrade my membership in the app?

No, if you’d like to make any changes to your membership please send an email to the membership team for your club directly.

How will you handle my data?

We will handle it in line with our privacy policy, link here.

How do I request that you delete my account and all data associated with it?

Please send an email to privacy@littlehousesgroup.co.uk with your data deletion request.

Where can I add F&B Como Credit?

This can be found under the primary account holder profile and ‘Food and Beverage, from here it will link out to your como account where you can check your balance and top up.

Can I book Swim School through the app?

No, for now you’ll continue to manage your Swim School bookings through Coursepro, the existing Swim School portal. You can link to this through the app. Free swim sessions are bookable via the app.

NEW MEMBER APP FAQS

Other Can I book parties or Personal Training through the app?

Whilst you can read about our party offerings and register your interest via the app, actual bookings will still take place directly with our parties team for now. Personal Training isn’tavailable for booking in the app yet, but will be soon.

Do you have a video I can watch to help with set up?

Watch this video here for further help on the app.

Why can’t I see all my family’s bookings in my app schedule?

The schedule currently only shows the next week of bookings, so if you’ve booked an event or that’s outside of this window, it won’t show in your schedule yet. Rest assured the booking is secured though and you’ll see a ‘booked’ state if you search for the event in the event long-list. Once within the week-long window, the event will show in your schedule. The app is being updated to show bookings in your schedule beyond one week very soon.