Help & FAQs
Welcome to Community Lettings UK support. If you have any queries regarding your enquiry or booking, please get in touch with our team using the telephone number or email address below. Thank you
Tel: 0330 133 3272
Email: [email protected]
Frequently Asked Questions (FAQs)
How do I get in contact with you?
There are three main ways to get in contact with us and start your booking process.
You can get in contact with us directly by phone on 0330 1333272 or you can email us on [email protected]
Alternatively, you can fill in an enquiry form. We will then contact you back after reading through the enquiry.
When would be best to get in contact?
Our office hours are Monday – Friday, 8am - 8pm so any time which suits you between those hours.
Can I still contact you out-of-hours?
Yes, our Operations Team will continue to take calls outside of our opening hours. Please call 0330 1333272 (Option 2)
How do I confirm my booking?
Once a provisional booking has been created for you, you'll need to sign in to your account and confirm that booking. Head to your Dashboard, then the Bookings tab, to find and view your booking.
Your booking must be confirmed in order to go ahead at the venue.
View this video for a step-by-step guide to confirming your booking.
Would it be possible to arrange a viewing?
Yes, we are happy to arrange viewings with either the Sales Team or our School Lettings Operatives on site. Please contact us to arrange a suitable day/time.
Will I need a DBS for my booking?
We need to make sure that people hiring the premises are meeting the standards of Keeping Children Safe in Out of School Settings – therefore you will be required to provide DBS records for people delivering your sessions, a safeguarding policy and proof of safeguarding training.
Do I need to pay VAT for my Booking?
VAT is to be charged on all sports spaces/booking with the following exceptions:
- You are a registered group or club and are paying a minimum of ten weeks upfront.
This will mean that any sports bookings taking place in sports space (sports hall / gymnasium / dance studio / etc) will need to be invoiced and paid upfront for ten weeks to qualify for the VAT exemption.
How will you expect payment?
The terms and conditions and the provisional booking will need to be confirmed before we can generate an invoice for your booking. The following terms apply:
One-off Bookings
Clients are required to pay instantly at the time of confirming their booking through their login credentials. Payment can be made using the Stripe feature at the bottom of the dashboard.
Block Bookings - No VAT restrictions
Your invoices will be generated on the 1st of every month and a month in advance of your booking date. Please ensure for monthly invoice payments are made by the 23rd of each month. Payment is required upfront and before date of your first booking.
Block Bookings with VAT exemptions
Your invoices will be generated a month in advance of first booking date on the invoice. Please ensure for a 10-week block booking, payment is made within 7 days of your start date. Payment is required upfront and before date.
How VAT applies to bookings under 10 consecutive weeks?
For a booking to qualify for VAT exemption, it must generally be for 10 or more sessions for the same sport or activity, at the same venue, with exclusive use of the facilities and with the required payment arrangements in place.
Therefore, bookings for fewer than 10 consecutive weeks will normally be subject to VAT.
For bookings of 10 consecutive weeks or more, please contact our team if you require further information about whether your booking qualifies for VAT exemption.
What insurance and DBS documentation is needed before a booking is confirmed?
Before a booking can be confirmed, you may be required to provide the following documentation, depending on the nature of your activity:
- Public Liability Insurance: You must have appropriate public liability insurance to cover accidents, losses, and other risks associated with your activities. Evidence of insurance may be requested before your booking is confirmed.
- DBS Certificates: Where applicable, evidence of appropriate Disclosure and Barring Service (DBS) checks may be required for individuals who will be accessing the facilities or delivering activities.
- Safeguarding Documentation: Depending on the activity and venue requirements, you may also be asked to provide a safeguarding policy and evidence of appropriate safeguarding training.
Cancellation Policy
The Facility User acknowledges and accepts that all School Activities take priority over any Confirmed Booking(s) and that Community Lettings UK may, without incurring any liability to the Facility User, cancel a Confirmed Booking by giving as much notice as reasonably possible for any of the following reasons:
(a) School Activities, Force Majeure Event, unforeseen circumstances, or emergencies;
(b) failure by the Facility User to pay any invoice by its Due Date;
(c) failure by the Facility User to supply any reasonably requested information;
(d) failure by the Facility User to honestly disclose the purpose of the Activities and/or Community Lettings UK deems the proposed purpose inappropriate; or
(e) the Facility User appears to have become bankrupt or insolvent.
Where Community Lettings UK cancels a Confirmed Booking due to School Activities, Force Majeure Events, unforeseen circumstances, or emergencies, the Facility User shall not be charged and shall be reimbursed within five Working Days if payment has been made in advance. If Community Lettings UK cancels for reasons set out in clauses 12.1(b) to (e), Community Lettings UK shall retain any payment made in advance, which shall be non-refundable.
What is the cancellation policy and notice period?
Cancellation requests must be submitted in writing through the Community Lettings UK booking portal or by email. Cancellations made by telephone, text message or social media will not be accepted as formal notice.
Notice Given: 0–2 days
Charge Applicable: 75% of booking value
Refund: 25% refund
Notice Given: 3–7 days
Charge Applicable: 50% of booking value
Refund: 50% refund
Notice Given:8 days or more
Charge Applicable: No charge
Refund: 100% refund
Please note that all confirmed bookings are subject to the Community Lettings UK Terms and Conditions. School activities take priority over confirmed bookings, and Community Lettings UK may need to cancel a booking due to school activities, unforeseen circumstances, emergencies or other circumstances outlined in the Terms and Conditions.
Where Community Lettings UK cancels a booking for reasons outside the Facility User's control, any payment made in advance will be reimbursed in accordance with the Terms and Conditions.
For cancellations made by the Facility User, the applicable cancellation notice period and charges above will apply.