Jump to

Memberships

  • What membership options do Better have?

    We have a fantastic range of memberships from prepaid to pay and play, concessionary to corporate.  There is something available for everyone.  Have a read of our membership options.

  • Do I have to lock myself into a contract?

    No, our memberships have no long term contracts. Up to the 14th of the month, you can cancel your membership for that month. We do however have annual memberships which give you a discounted rate.  Check out our membership benefits for all our options

     

  • When do I get my membership card?

    A membership advisor will issue this to you on your first visit to the centre. Please ensure you take a valid photo ID with you and you may be asked to have a photograph taken for verification purposes.

  • I've lost my membership card, what do I do?

    Just re-order one with the reception team at your centre, however please be aware there may be charge for this, but just check with the team.

  • Can I pay cash for my membership?

    We have prepaid options to pay monthly which can only be paid with direct debit. However, we also have prepaid annual memberships that can be paid in cash for a full year. Also our pay and play memberships can also be paid in cash.

  • Can I freeze my membership if I go on holiday?

    Sorry but no, we are only able to freeze for medical, pregnancy or working holiday reasons. But remember you can cancel your membership up to the 14th of the month then rejoin at a later date.

  • What centres can I use my Better Racquets membership at?

    Better Racquets centres

    Barnet

    • Burnt Oak Leisure Centre
    • Church Farm  Swimming Pool
    • Hendon Leisure Centre

    Bromely

    • Crystal Palace National Sports Centre

    Ealing

    • Dormers Wells Leisure Centre

    Epsom & Ewell

    • Rainbow Leisure Centre

    Greenwich

    • Warehouse Sports Centre
    • Waterfront Leisure Centre

    Hackney

    • Britannia Leisure Centre
    • Clissold Leisure Centre
    • King'S Hall Leisure Centre
    • Queensbridge Sport & Community Centre

    Hammersmith & Fulham

    • Hammersmith Fitness & Squash Centre
    • Phoenix Fitness Centre & Janet Adegoke Swimming Pool

    Hillingdon

    • Botwell Green Sports And Leisure Centre
    • Queensmead Sports Centre

    Lambeth

    • Brixton Recreation Centre
    • Clapham Leisure Centre
    • Flaxman Sports Centre

    Merton

    • Canons Leisure Centre

    Reading

    • Rivermead Leisure Complex

    Reigate and Banstead

    • Banstead Sports Centre
    • Donyngs Leisure Centre 
    • Horley Leisure Centre

    Kensington and Chelsea

    • Chelsea Sports Centre

    Tower Hamlets

    • John Orwell (Wapping) Sports Centre
    • Mile End Park Leisure Centre
    • Whitechapel Sports Centre

    Waltham Forest

    • Walthamstow Leisure Centre
    • Peter May Sports Centre

    Westminster

    • Jubiliee Sports Centre
    • Marshall Street Leisure Centre
    • Porchester Centre
    • Queen Mother Sports Centre
    • Seymour Leisure Centre
    • St. Augustines Sports Centre

    Waltham Forest

    • Cathall Leisure Centre

    Chiltern

    • Chalfont Leisure Centre
    • Chesham Leisure centre

    West Oxfordshire

    • Bartholomew Sports Centre
    • Chipping Norton Leisure Centre
    • Windrush Leisure Centre

    South Oxfordshire

    • Abbey Sports centre
    • Didcot Leisure Centre
    • Henley Leisure Centre
    • Park Sports Centre
    • Thame Leisure Centre

    Rugby

    • Queens Diamond Jubilee Centre

    Swindon

    • Oasis Leisure Centre - Swindon

    York

    • York Waterworld And Fitness Centre

     

  • I’m already a member of another Better centre but can I still use the swimming pool and fitness centre at the London Aquatics Centre?

    Yes, however, there is a bolt on fee of £3 for members wanting to use our Queen Elizabeth Olympic Park Venues who are members at other Better centres. 

    We are constantly looking to improve our membership programme so please keep posted for the latest updates and news on how to make the most of your membership.

    Sign up to our newsletter or speak to a member of staff in the centre for the latest details.

  • What is the phone number for the London Aquatics Centre

    02085363150

  • What is the Better complaints procedure?

    You can provide a comment or complaint directly to a member of our staff or via one of the other methods of contact. All feedback will be replied to by the delegated premises or department member of staff. You should receive a response in writing within 3 working days and will also receive details on the review process.

    If you are dissatisfied with the response or decision regarding your complaint you may ask for the response / decision to be reviewed. Such a request must be in writing and received by Better within 15 working days of you receiving the initial response. Our Centre Manager will review the complaint and the decision / response given and provide a further response. You should receive a response in writing within 5 working days and will also receive details on the appeal process.

    If you remain dissatisfied and feel that the decision you have received is unfair or incorrect (i.e. not in accordance with policy, procedures or rules) you may appeal in writing to a Senior Manager. Such a request must be in writing and received by Better within 15 working days of you receiving the first response. Please set out the grounds for appeal (such as non-adherence to a policy, unfair or incorrect application of rules or policy, new information and evidence supporting the customer’s claim or complaint, etc.). The appeals will be reviewed and considered by our Senior Manager who will issue a final response and decision within 10 working days. This decision is final and there is no further stage of appeal.

Gym

  • What gym membership options do you have?

    We have gym only memberships which is a great option if all you like to do is cardio, weights and resistance machines.  Check out these great options on the memberships page

  • Do I need to have an induction to use the Gym?

    Yes, this is just to ensure that you are comfortable in using the equipment safely.  

  • What is the minimum age to use the Gym?

    We have Junior gym sessions for 11-15 year olds, these are supervised to ensure they are getting the best out of their workout.

Fitness Classes

  • Do I need to be a member to attend one of your classes?

    No you don't, you simply need to register and pay the non member rate for the class.  Please note that it may take some time to register, so please leave enough time to do this before your class.

  • What level are your fitness classes?

    We offer a wide range of classes to suit all abilities. Some even run introductory classes which can help you familiarise yourself with the equipment and the class.

Corporate Memberships

  • Do you have corporate memberships?

    Yes we do! We have various options to suit, from discounted pre paid memberships, through to full company invoice. Check with the Membership team at your local centre to see which will best suit you.

  • What payment options do you have for corporates?

    You may qualify for a discount if you have a certain number of employees at one of our centres.    We also have full or part company contributions to help make your workforce fitter, healthier and more productive.  Check out our Corporate Memberships page for more information.

  • Is my company eligible for corporate memberships

    We work with a number of pre-selected nation-wide companies to offer their staff a discounted rate on our Better Health and Fitness membership across the Better Leisure Network.

    See if your company is selected, so you can redeem a great rate on our Better Health and Fitness memberships. 

    Company list>>

Swimming

  • Do you offer lane swimming?

    We offer a wide variety of pool sessions to suit, from lane swimming to Swim for All sessions.  Please check your favourite centre's pool programme to see which sessions will suit you best.

  • How many children can I take swimming with me?

    We allow two non swimmers or under 8's per competent adult swimmer*.  This is for everyone's safety and enjoyment.

    *Children under 5 must be accompanied on a 1-2-1 ratio by a competent adult swimmer at The Chiltern Pools, Amersham

  • What temperatures are your pools?

    This does vary dependant on the purpose of the pool.  A learning pool will be warmer for the kids than a fitness pool will be.  Just ask one of the team at your centre for the temperature.

  • Do you run adult swimming lessons?

    Yes of course! We offer a wide range of lessons to suit any ability.  Check out our Swim School site for details.

  • What are your swimming pool rules?

    1. Under 8's and non-swimmers under 16 must be accompanied by a competent adult swimmer.

    2. No more than two under 8's or non-swimmers under 16 to each competent adult swimmer*.

    3. The competent adult swimmer must actively supervise under 8's and non-swimmers under 16.

    4. Under 8's and all non-swimmers must remain in shallow water.

    5. We strongly recommend that under 8's and all non-swimmers should use armbands and/or an appropriate buoyancy aid.

    Are you a non-swimmer over the age of 16? For your safety, we recommend that a competent adult swimmer should accompany you in the water.

    Think safety,
    Swim safely.

    *Children under 5 must be accompanied on a 1-2-1 ratio by a competent adult swimmer at The Chiltern Pools, Amersham

Junior Activities

  • Do you run a kids holiday activities?

    Yes our centres run a varitiy of activities for all ages over the holidays to keep the young ones busy.  Check out our programme to see what is on offer in your area.

  • Are your Crèche's approved and accredited?

    All of our Creche facilities are Ofsted registered. This means that we are regulated and inspected to achieve excellence in the care of the children that attend.

  • Will centres be affected during school holidays?

    For up to date information please visit the borough brochures available on the borough sites.

  • What Lessons and Courses are available?

    We have a dedicated website which handles all our sports course bookings. These include various sports, swimming, performing arts and more.

Activity Bookings

  • Can I make bookings online?

    Yes, both members and non-members can book activities

    Members (Prepaid and Pay & Play)  

    1. Sign up as a new user to the website.
    2. Once registered, log in.
    3. Click on ‘Connect to my membership’ or ‘Activate online bookings’. You’ll then be asked to enter your membership number and at least one more additional detail (postcode, date of birth, phone number) to confirm your membership.
    4. Once your online profile is connected to your leisure centre membership you can start booking online.  
    5. When you have made your online booking you’ll receive a confirmation email.
    6. All bookings need to be paid for at the time of booking ‘online’ before ‘booking’.  
    7. Any paid-for activity booked online is non-refundable.

    Non-members  

    1. Sign up as a new user to the website.
    2. Once registered, log in.
    3. Click on ‘Activate online bookings’. Create an online profile – this will allow you to make future bookings.  
    4. When you have made your online booking you’ll receive a confirmation email.
    5. All bookings need to be paid for at the time of booking ‘online’ before ‘booking’.  
    6. Any paid-for activity booked online is non-refundable.

    You may also purchase your swim at reception, however we recommend you book your swim online in advance to secure your session.

     

  • Can I make bookings at the centre or by telephone?

    Yes you can. Simply pop in directly and speak to the reception team or call the relevent centre.

  • About booking online

    1. Online bookings are open 24 hours a day.
    2. Prepaid and Pay & Play Members are able to book activities up to 6 days in advance, from 9am on the sixth day.
    3. Non-members can book up to 5 days in advance, from 9am on the fifth day. Activities must be paid for at time of booking.
    4. When you arrive at the centre, you can use the kiosk to get your admission ticket and then swipe/scan yourself in via the turnstile (where available).
    5. If you are a Prepaid member booking an activity that is inclusive of your membership and need to cancel your activity, you can do this online. However, if you cancel less than 48 hours in advance or you are a 'no show', you are liable to pay the cost of the unused activity in addition to your monthly subscription.
    6. Any paid for activity booked online is non-refundable.
    7. Adults participating in a junior activity must be booked as an adult activity.

  • Can I book Dive for all Sessions online?

    No. Our 'Dive for all' sessions are not yet available to book online. We will be introducing online booking for the 'Dive for all' drop in sessions soon.

    To attend, please pay at reception.

Facilities

  • Do you offer crèche sessions while I workout?

    Crèche sessions can be booked for up to two hours per child per day, though availability does vary from centre to centre. Please check your membership options to see if you are entitled to free sessions.

  • What time can I use the centre?

    Depending on your membership type and what borough the centre is in, access times may vary. This information is available on the borough brochures found on the borough sites. Centre specific opening times are available on the centre sites.

  • What access facilities are available at a leisure centre?

    These are available on the borough brochures on the borough sites.

  • When do you offer male, female or unisex sessions?

    For up to date information please visit the borough brochures available on the borough sites.

  • Can I hire facilities at a leisure centre?

    Please contact your local leisure centre to find out.

  • Do I have to pay for a locker?

    Our locker facilities are chargeable and are either 20p (non-refundable) or £1 (refundable).

    Please remember to bring change with you for your visit and speak to a member of staff with any questions.

  • Is there a place where I can leave a pram or pushchair within the venue?

    Yes, we have our very own buggy park in centre where all pram’s or pushchairs can be stored during your stay. Please speak to a receptionist for its locations on your arrival. 

  • What is the centre phone number?

    You can contact us on 02085363150

Lessons and Courses questions

  • Can any one book onto a lesson or course?

    Yes – we have a wide range of lessons and courses available including both sporting, performing arts and dance broken down by stage or age to make it as relevant as possible to your ability. We have a large Adult programme as well.

  • Do you have an easy way to pay for my lessons or course?

    Yes we have three simple options of payment which include:

    Direct Debit.
    12 equal monthly payments that are debited from your account on the 1st of each month and pay for that month in advance. If you start mid-month, we ask for a pro rata (part) payment, depending on the time of month you join. In addition you will pay your 30 Day Cancellation period upfront which calculates as 1 month upfront.

    You don’t have to worry about rebooking or your child losing their place, as your child will be on the class continuously. That said, there’s no contract – you can cancel the payment at any time. Direct Debit customers enjoy a 5% discount.

    Annual payment
    Which is a one-off payment which covers your child’s lessons for the whole year. Annual customers receive a 10% discount. Please note that there is no refund available if you decide to discontinue lessons part way through the year.

    Block payment
    Pay for 14 weeks of lessons from the day you join. You will receive reminder communication when you are required to repay. Please note you will need to repay before the start of your last lesson. Refunds or credits are not given for lessons missed through illness or holidays.

    Annual and direct debit customers also receive free swimming at selected times within your local borough. Please note price discounts aren’t available in all centres.

  • What do we need to bring to my lesson or course?

    - Lots of enthusiasm! - Your confirmation of payment

    - Suitable attire for the sport. - Towel (especially for Swim School!)

    - Bottle of Water to keep hydrated - Money for car parking and lockers at the centre

    - Please bring socks for trampoline lessons

    - For Swim School you will be provided with a hat to wear during the lesson.

  • What if my child has a medical condition?

    We ensure that equality is maintained within the centre, part of the registration states if you or your child has a medical condition. If uncertain please speak your GP prior to booking.

  • What if I would like to move my child to a different centre/borough?

    That’s not a problem please contact reception at your current centre who will then be able to process a transfer request for you. Please note there maybe some price differences between boroughs.

  • What if I want to change my payment option?

    If you are paying via the block payment option, you have the option to change payment methods when you are coming to the end of your 14 week cycle.

    If you are a direct debit or annual payment customer, this can be done during block repayment weeks. It’s a good idea to cancel your direct debit a month beforehand – as you pay in advance, that month’s lessons will still be paid for. The same applies if you pay annually. In either case, make sure you choose the right date to start block payments, so that there are no payment gaps. Please note that unfortunately we cannot guarantee places on the programme if you change payment options.

  • What if I wish to cancel?

    We do not wish to see you leave us, but if you are thinking of leaving us please speak to the Lessons and Courses lead initially to discuss the reason behind your decision, there may be a resolution. If there is no resolution and you still wish to continue then the following steps are to be taken depending on your payment option:

    Block payments: you will have paid for 14 lessons, unless you repay you will automatically be removed from the register.

    Direct debit: Please email customerservices@gll.org to cancel your direct debit with the pupils name and membership number plus date of birth.

    Annual: Please complete our enquiry form to cancel your direct debit with the pupils name and membership number as well as the reason for leaving.  Enquiry form >>

  • What if my lesson is cancelled, will I be charged?

    If a lesson is cancelled for any reason whatsoever, you will not be charged for that lesson; once again there are methods in place depending on your payment type:

    For annual and block paying customers, we will credit your account for lost time – you’ll receive the credit upon your next booking.

    For direct debits, we will credit the associated bank account – please speak to the Sports Course lead for information.

    Please note all credits are at the discretion of the General Manager at the Centre.

  • Do you offer private tuition?

    Yes we do. We can deliver either 1 pupil to 1 Teacher or 2 pupils to 1 Teacher. Please enquire at your local centre for more information on availability and pricing.

  • Are the sessions mixed?

    We aim to ensure that we accommodate all participants’ needs and abilities. Please check your local facility.

  • What is the teacher pupil ratio in each class?

    Our classes whether they are in the swimming pool or in one of our dryside activities coincide with the respected National Governing Bodies for teacher pupil ratio; this gives pupils the chance to interact with one another and gives the teacher quality time with each pupil to develop their individual needs. Ratios may vary slightly between different levels and age groups.

  • What if I have an issue/complaint regarding my Lessons and Courses?

    Firstly please speak to the Manager on Duty at your local leisure centre to see if the issue can be resolved immediately.

  • Can I still get access to swimming pools outside my lessons?

    If you are a Swim School customer who pays by direct debit you will automatically have access to all 200+ Better leisure centres across the country. This includes access to 100+ Better swimming pools during casual swimming times in your home centre, so you can continue to practice your skills.

  • When will Swimming and diving lessons start again?

    Normal swimming and diving lessons will resume from week commencing Monday 6th June.

  • Why aren’t swimming/diving lessons being moved to another Better leisure centre?

    We did explore the option to move all of our swimming and diving lesson customers into another Better centrr. However, due to the number of people subscribed to our swimming and diving lessons, there unfortunately wasn’t another Better leisure centre that could accommodate all of our customers.

  • What happens to my lessons and courses direct debit payments?

    As swimming and diving lesson have been frozen during May, no payment will be taken on or around 1st May.

    Your June direct debit will be taken as normal. However, this will be reduced to compensate people for the lesson they are missing in the first week of June and for any customers who will also miss their lesson on Sunday 1st May.

     

Gift Cards

  • What are Better Gift Cards?

    Better Gift Cards are a gift that is available as an alternative to traditional gift vouchers often seen on sale in the high street. Better Gift Cards provide much more flexibility and choice than standard gift vouchers, as they may be redeemed at any of our leisure, health & fitness and spa locations across the UK. To purchase a Better Gift Card please click here.

     

  • Where can I purchase a Better Gift Card?
  • What can I buy with my gift card or e-voucher?

    You can redeem against any of the products and services in our gyms, leisure, health & fitness and spa facilities located across the UK. To view our extensive offering, please visit the BetterBetter Extreme and spa LONDON websites.

  • How much credit can I place on a Better Gift Card?

    You can purchase with a minimum credit value of £10.00 and a maximum of £250 per gift card or e-voucher. The total purchase limit for total gift cards or e-vouchers is £2,500. For any business orders exceeding this limit please contact our corporate team. You can redeem multiple times and at different Better facilities until the amount loaded onto the card has been exhausted.

  • I have ordered a gift card. When will it be delivered?

    Better Gift Cards ordered online and to be delivered by post will take up to 10 working days to be delivered.

    If you would like a gift card to be delivered by post before 25/12/2015, orders must be placed on or before 17/12/2015. E-vouchers are sent via email on the same day of purchase.

  • How can I check my balance?

    You can check your balance on any visit to one of our facilities, simply speak to one of our friendly staff and they will be able to assist you. You can also check your balance online at www.showmybalance.com

  • Is there an expiry date for my gift card or e-voucher?

    Any remaining credit will expire 12 months after the last active card or e-voucher use.

  • I have spent the money on my Better Gift Card. What do I do with it now?

    You can top up the balance on your card at any of our leisure, health & fitness and spa facilities across the UK. Simply speak with a member of staff at reception and they will assist you.

  • Can I get the cash back from my gift card or e-voucher?

    The value on your Better Gift Card or e-voucher cannot be refunded or exchanged for cash. Any value credited on a card must be used as full or part payment only at any Better facility or Spa London across the UK. Participating locations can be found here.

  • What happens if my gift card is lost, stolen or damaged?

    You should treat your Better Gift Card like cash. If your card is lost, stolen or damaged you will lose any remaining balance on the card.

    If you or the recipient accidentally delete the email containing the e-voucher please contact us here.

  • What are the gift card terms and conditions?

    Full terms and conditions can be found here.

  • What is the difference between a gift card and an e-voucher?

    You can redeem a gift card and e-voucher in the same way, for the same products and services.

    Gift cards are available to purchase online or at our Better facilities. E-vouchers can only be purchased online and are emailed to you or a recipient of your choice.

    Gift cards can be topped up and re-used, whereas e-vouchers cannot be topped up.

Club Games

  • How will I get to the Copper Box Arena?

    Your borough will provide transport for competitors to and from the event, the Copper Box Arena is a 3 minute walk from Hackney Wick Station (London Overground) or Stratford Station via Westfield Shopping Centre (Central, Jubilee, DLR and mainline routes).

  • What is the start and finish time of the event?

    Registration starts from 9.00am and the presentation ceremony should be finished around 4.00pm.

  • Is there an entry fee?

    Yes, competitors pay £3.00 which must be paid to the Club Games Coordinator before the 7th October entry deadline. Spectators pay £2.00.

  • Will there be other activities on the day?

    Yes, there will be lots of entertainment throughout the day and watch out for our special guests.

  • When I finish my activity, do I stay or may I leave?

    You may leave, if you have organised your own transport. Coaches will depart at 4:00pm but we’d love you to stay for the games closing cermony.

  • Do I have to provide my own equipment?

    Yes, however we will provide balls, shuttlecocks and dominoes.

  • Will there be lunch/refreshments?

    Complimentary tea, coffee and biscuits will be provided on arrival. You may bring your own lunch or purchase refreshments at the Copper Box Arena.

  • Can I keep my t-shirt?

    Yes. You will be given a team coloured t-shirt on arrival, which must be worn when participating in your event.

  • If I win my activity, do I get a trophy?

    Yes, winners of individual sports will receive a team trophy. The overall winning team will receive the
    winning plate for one year.