Printed Date: 24/10/2014

Help & Frequently Asked Questions

Jump to

Memberships

expand
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

 

Did this answer your question? If not Contact Us

Gym

expand
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

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us

Group Exercise

expand
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.

Did this answer your question? If not Contact Us
expand
What level are your group exercise 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.

Did this answer your question? If not Contact Us

Corporate Memberships

expand
What payment options to 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.

Did this answer your question? If not Contact Us
expand
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>>

Did this answer your question? If not Contact Us

Swimming

expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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

Did this answer your question? If not Contact Us

Junior Activities

expand
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.

Did this answer your question? If not Contact Us
expand
Will centres be affected during school holidays?

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

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us

Activity Bookings

expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us

Facilities

expand
What access facilities are available at a leisure centre?

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

Did this answer your question? If not Contact Us
expand
When do you offer male, female or unisex sessions?

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

Did this answer your question? If not Contact Us
expand
Can I hire facilities at a leisure centre?

Please contact your local leisure centre to find out.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us

Lessons and Courses

expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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 >>

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
Are the sessions mixed?

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

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us
expand
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.

Did this answer your question? If not Contact Us