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Terms and Conditions

Welcome to Live Well, an integrated lifestyle service in public health Leicester City Council offering support to help clients stop smoking, get active and improve overall health and wellbeing. All our programmes are led by a team of qualified Advisors.

By accepting the Live Well terms and conditions outlined below you are agreeing to abide by them.

      1. Healthy Lifestyle Service
        1.1. Our Healthy Lifestyle Service is open to inactive clients aged 14 and above with a long-term health condition. You will be entitled to 12 weeks support from a dedicated team of Advisors. You must live in Leicester City and have a registered Leicester City Council post code to access the service.
        1.2. During the programme you will have access to supervised sessions in the gym and group exercise classes ran by the Advisor alongside general swimming in all Active Leicester Leisure Centres. You will not have access to the Active Leicester group exercise programme during the 12-week programme.
        1.3. To receive your discounted Live Well membership, you will be required to attend at least 9 group exercise classes during the 12-week programme and attend the review meetings and exit meeting.
        1.4. If at any point during the programme you unable to continue, you must contact Live Well immediately in writing and provide your reasonings as to why. This must be sent to our email livewell@leicester.gov.uk. If you need to stop due to a medical reason, you will be asked to provide medical evidence of this. Failure to contact us and provide medical evidence may result in any future referrals being declined. It is your responsibility to notify Live Well and ensure Live Well have receive your correspondence.
      2. Stop Smoking Service:
        2.1. Our stop smoking service is open to anyone from the age of 12 years old. You will be entitled to 12 weeks support from a dedicated team of Advisors. Access to nicotine replacement therapies and e-cigarette will be on offer at the Advisors discretion. You must live in Leicester City and have a registered Leicester City Council post code to access the service.
        2.2. To receive your discounted Live Well membership, you will be required to achieve a successful quit attempt at 12 weeks.
      3. Steady Steps:
        3.1. Our Steady Steps service is a 24-week programme for adults 65 and over and delivered by a dedicated team of Advisors.
      4. Live Well Walk More:
        4.1. Our weekly walks programme is delivered in Leicester City by a team of Advisors. The walks are open to anyone.
      5. Turning Point:
        5.1. Clients needing support with their alcohol intake will be referred out to Turning Point.
        5.2. Turning Point will work with anyone who is affected by substance use and want support, they have a range of treatment options available.
      6. Client code of conduct:
        6.1. You must:
        • Not use abusive or bad language to Live Well staff or other clients on the service.
        • Treat other members of the group equally and respecting confidentiality.
        • Comply with the dress code of the gym if partaking in the Health Lifestyle Service or Steady Steps programme, training shoes, track suits or appropriate shorts, t-shirts.
        • Be ready to change and fully commit to the service your eligible for.
        6.2. Failure to comply with these terms will result in the service being terminated for the client.
      7. Our commitment to you:
        7.1. Our qualified Advisors will support and guide you through our services and provide guidance and support to set realistic targets and goals.
        7.2. Our Advisors will help keep you motivated on your journey and set time aside to regularly review your progress and tailor the support to your specific needs.
        7.3. Live Well staff will signpost you to appropriate initiatives outside the current Live Well offer.
      8. Change in detail:
        8.1. If your personal details or medical status change at any time during the time you’re with Live Well, please ensure you update the Live Well team as soon as possible to ensure your records are up to date. It is your responsibility to notify Live Well of any changes and you can do this by contacting us via phone: 0116 454 4000 or email: livewell@leicester.gov.uk.
      9. Cancelling:
        9.1. If you can no longer attend the service, we ask you contact us in writing at your earliest possible convenience. Please send any written correspondence to our email livewell@leicester.gov.uk It is your responsibility to ensure Live Well have receive your correspondence.
        9.2. If you are unable to attend an appointment, we ask you contact us via phone or email at least 24 hours before your appointment is due. Repeatedly missing appointments with no prior contact may result in any future referrals being declined.
      10. Communication:
        10.1. Clients are asked to supply their email address and mobile phone number to allow us to contact the client with any updates which may affect the client. If an email is not provided clients can keep up to date via our website or by contacting our team directly. We do not send out paper copies of service updates.
      11. General data protection regulation (GDPR)
        11.1. Leicester City Council is registered as a Data Controller with the Information Commissioners Office under the Data Protection Act 2018 (DPA) and GDPR act 2018. The full policy is available at: Privacy notice (leicester.gov.uk)
      12. Complaints procedure:
        12.1. If you’re not happy with our service, we ask you contact us directly to enable us to try and resolve the issue if we can. You can contact us via phone: 0116 454 4000 or email: livewell@leicester.gov.uk

      Declaration
      I can confirm I have read this agreement and I understand what is expected from me during my time with Live Well.