Help & Frequently Asked Questions
expandWhat centres can I use my Better Racquets membership at?
- Burnt Oak Leisure Centre
- Church Farm Swimming Pool
- Hendon Leisure Centre
- Crystal Palace National Sports Centre
- Dormers Wells Leisure Centre
Epsom & Ewell
- Rainbow Leisure Centre
- Warehouse Sports Centre
- Waterfront Leisure Centre
- 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
- Botwell Green Sports And Leisure Centre
- Queensmead Sports Centre
- Brixton Recreation Centre
- Clapham Leisure Centre
- Flaxman Sports Centre
- Canons Leisure Centre
- Rivermead Leisure Complex
Reigate and Banstead
- Banstead Sports Centre
- Donyngs Leisure Centre
- Horley Leisure Centre
Kensington and Chelsea
- Chelsea Sports Centre
- John Orwell (Wapping) Sports Centre
- Mile End Park Leisure Centre
- Whitechapel Sports Centre
- Walthamstow Leisure Centre
- Peter May Sports Centre
- Jubiliee Sports Centre
- Marshall Street Leisure Centre
- Porchester Centre
- Queen Mother Sports Centre
- Seymour Leisure Centre
- St. Augustines Sports Centre
- Cathall Leisure Centre
- Chalfont Leisure Centre
- Chesham Leisure centre
- Bartholomew Sports Centre
- Chipping Norton Leisure Centre
- Windrush Leisure Centre
- Abbey Sports centre
- Didcot Leisure Centre
- Henley Leisure Centre
- Park Sports Centre
- Thame Leisure Centre
- Queens Diamond Jubilee Centre
- Oasis Leisure Centre - Swindon
- York Waterworld And Fitness Centre
expandWhat 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.Did this answer your question? If not Contact Us
expandWhat 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 pageDid this answer your question? If not Contact Us
expandWhat 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
expandDo 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
expandWhat 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
expandWhat 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
expandIs 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.Did this answer your question? If not Contact Us
expandWhat 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
expandDo 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
expandWhat 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.
*Children under 5 must be accompanied on a 1-2-1 ratio by a competent adult swimmer at The Chiltern Pools, AmershamDid this answer your question? If not Contact Us
expandAre 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
expandWill 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
expandWhat 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
expandCan 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
expandAbout booking online
1. Online bookings are open 24 hours a day.Did this answer your question? If not Contact Us
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.
expandWhat 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
expandWhen 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
expandCan 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
expandDo 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
expandCan 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
expandDo you have an easy way to pay for my lessons or course?
Yes we have three simple options of payment which include:
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.
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.
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
expandWhat 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
expandWhat 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
expandWhat 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
expandWhat 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
expandWhat 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 email@example.com 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
expandWhat 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
expandDo 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
expandAre 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
expandWhat 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
expandWhat 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
expandWhat 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.
expandWhere can I purchase a Better Gift Card?
Better Gift Cards are available to purchase online or at the following Better facilities; The London Aquatics Centre, Manchester Aquatics Centre, Gurnell Leisure Centre, Streatham Ice and Leisure Centre, Rainbow Leisure Centre, Waterfront Leisure Centre, Crystal Palace National Sports Centre, Clissold Leisure Centre, Swiss Cottage Leisure Centre, Donyngs Leisure Centre, White Horse Leisure and Tennis Centre, and Pancras Square Leisure.Did this answer your question? If not Contact Us
expandWhat can I buy with my gift card?
You can redeem your Better Gift Card 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 Better and spa LONDON websites.Did this answer your question? If not Contact Us
expandHow much credit can I place on a Better Gift Card?
Better Gift Cards require a minimum credit value of £10.00 with no maximum level set. Better Gift Cards are not sold in fixed denominations and they may be used many times and at different Better facilities until the amount loaded onto the card has been exhausted.Did this answer your question? If not Contact Us
expandI have ordered a gift card. When will it be delivered?
Better Gift Cards ordered online between 03/12/2014 and 11/12/2014 will be distributed from 12/12/2014.Did this answer your question? If not Contact Us
expandHow can I check my gift card balance?
Those with Better Gift Cards are able to check the 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.Did this answer your question? If not Contact Us
expandIs there an expiry date for my gift card?
Any remaining credit on your Better Gift Card will expire 12 months after the last active card use.Did this answer your question? If not Contact Us
expandI 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.Did this answer your question? If not Contact Us
expandCan I get the cash back from my gift card?
The value on your Better Gift Card 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.Did this answer your question? If not Contact Us
expandWhat 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.Did this answer your question? If not Contact Us
expandWhat are the gift card terms and conditions?
Full terms and conditions can be found here.Did this answer your question? If not Contact Us