Booking activity sessions

Booking account and payments

Can I reset my booking / member account password?

On the login screen of your booking account, click ‘I have forgotten my password’ and then enter your email address or Customer ID. You’ll then be sent an email with a link to reset your password.

 

Why am I being asked to pay for my activity?

Your membership number may not be connected to your booking account or the activity you are booking is not included in your membership type. To ensure you are not being charged for activities included in your membership, your booking account must be linked to your membership. Click here for further information about setting up your booking account.

I don’t have a debit/credit card, can I pay for a booking?

Payments are required at the time of booking. Note that most of our centres are cashless.

 

Are the bookings free?

  • If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee.
  • Pay and play members will pay a discounted fee to participate in an activity at participating locations included within their membership.
  • Casual users will pay a fee to participate in an activity

Making an activity booking

How do I book into a session?

Click here for information about booking activities.

Do I have to be a member to make a booking?

You do not have to be a member to attend an activity or make a booking. Before you can book an activity online, be sure to register as a non-member via the Better UK app. Pay and play memberships are also available and provide the membership holder with discounted activity fees. View how to register to book activities. 

Can I join a waitlist if there are no available time slots?

We are offering waiting lists for fitness classes only.

Can I book a session at another Better leisure centre?

Yes, you can book sessions at other Better leisure centres. You may be charged a fee if the location or activity is not included within your membership.

How far in advance can I make a booking?

  • Swimming, gym, fitness classes and other sport activity bookings will be available 7 days in advance for members, from 6pm for swimming, 8pm for gym and from 10pm for fitness classes and other activities. Activity bookings will be available 5 days in advance for non-members.
  • Trampoline, soft play, birthday parties and Spa Experience treatment bookings will be available one month in advance in most locations.

Managing your activity booking

Do I need to bring proof of my booking to attend my activity?

Yes, you will need to show a booking confirmation on arrival. Your confirmation is found in the My Bookings section of the Better UK app. You will be able to use your member card on the Better UK app to scan yourself in on arrival.

What happens if I fail to cancel or fail to attend my booked activity?

A no show charge (currently £3) is automatically applied to your account if the activity booking is not attended. This charge will also be applied if you forget to scan your membership barcode or bypass the barcode reader on entry, as our system will not know you have attended. The £3 charge may be paid online or via the concierge at your leisure centre. Further booking privileges are also suspended until any outstanding fees are paid.

What if I can’t attend my session?

We understand things come up and you may need to cancel your pre-booked activity. Out of consideration for fellow members, we ask that you cancel your booking no later than 4 hours before the activity start time to allow another customer to take your time slot.

You can manage and cancel your bookings through the Better UK app. A no show charge (currently £3) is automatically applied if you cancel with less than 4 hours notice of your booked activity. Activity fees are non-refundable in the event non-members or pay & play bookings are cancelled or not attended.

Refunds can be requested for exceptional circumstances by submitting a Refund Request form online. Please check activity terms and conditions for further details.

General activity booking information

Can I buy a day pass?

To purchase and book a session for swimming, gym or other activities, click here.

Can I attend without having a booking?

We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

If you have a membership that includes gym access then you are no longer required to book and can simply turn up and scan your membership card or barcode on the app to gain entry to the gym.

Can I bring my carer with me? Do carers require a membership?

Yes, you can bring your carer with you. If you are paying to use our facilities, your carer won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity.

How can I view a leisure centre's activity timetable?

  • You can view available activities and session times on the Better UK app.
  • Alternatively, each leisure centre's activity timetable is available to view on the individual centre's webpage, they can be found by searching for the centre here. Timetables are updated regularly, so if there are programme changes, the latest information will be shown on the timetable. Some features of the timetable might not work correctly with Internet Explorer. For a better experience, we recommend viewing timetables in an alternative browser, including Miscrosoft Edge, Chrome, Safari or Firefox.

Booking cancellations and refunds

How do I contact Better to request a refund?

Better offers a opportunity to request a refund in the event of a closure, activity cancellation or incorrect purchase. To request a refund, please complete a refund request form online.

Memberships and payments

Membership freezes and changes

How do I freeze my membership?

You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating for a number of reasons including medical, occupational or academic reasons. We may require reasonable evidence to support your request. If you’d like to freeze your membership type or request a cancellation, please complete a freeze request form here. We’re always here if you’d like to come back.

Can I change my home centre?

Yes you can change your home centre by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request.

I want to cancel my membership.

We don’t want to see you leave. If you’d like to review your membership type or request a cancellation, please complete a Customer Service enquiry here. We’re always here if you’d like to come back.

Membership payments

I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?

To reactivate your membership, you will need to join again here

Can I change my bank details or the date of my direct debit?

Yes, submit your request by completing a Customer Service enquiry here.

New memberships

How do I join as a new member?

View the Memberships section of our website for further information about joining as a new member.

Leisure centres and locations

General centre information

Where is my nearest leisure centre?

View our centre finder to search for your nearest Better leisure centre.

How do I get directions to my leisure centre?

For directions, please see the centre overview page for your chosen Better location. Here you will find address, postcode, transport links and a map. View our centre finder to search for your nearest Better leisure centre.

How do I find out if a leisure centre has parking?

Many of our leisure centres have on-site car parking. Some leisure centres may charge a parking fee or require car park passes to be purchased in advance. Please check the individual centre's overview page here.

If the leisure centre does have parking there will be information displayed underneath the map on the centre's overview page.

Where can I find activity prices for the leisure centre?

Please check the Activity Prices tab on the individual centre's webpage here. You can also find activity prices via the Better UK app or in your online booking account when making a booking.

Do leisure centres have a bike store or bike racks?

Some of our leisure centres will have bike racks or bike space available. Use the location finder to check your local leisure centre for further information. If the leisure centre does have bike store facilities there will be information displayed underneath the map on the centre's overview page.

What outdoor activities are available?

Visit the outdoor activities section of our website for a list of outdoor activities being run in participating locations, including outdoor swimming, golf, fitness classes and tennis.

Do you hold onto lost property?

Lost property will be kept in a secure location for a short period of time. If you have lost an item, please speak to a member of staff who can look into this for you. Please do not bring valuables to the leisure centre.

Using the gym

What do I need to know before attending the gym?

  • Do not come to the gym if you are unwell, have any Covid symptoms or have been told to self-isolate
  • Listen to our staff at all times and follow their instructions
  • Wipe down all equipment before and after use with the provided cleaning materials
  • Bring a sweat towel, your own drinking water and hand sanitiser
  • Respect the personal space of others at all times
  • Do not use any equipment that has been placed out of use

Additional measures for Cardiff and Belfast locations only:

  • For your safety, if you do not arrive for your booked time, you may be refused entry
  • You will need to complete your work out and be out of the building within one hour to keep the gym safe and to be fair to all
  • There will be limited changing areas and restricted availability of showers, please come changed and shower at home if you can
  • To be fair to all, please do not spend more than 15 minutes at any gym station
  • Follow one way systems and Covid Secure notices and signage
  • Stay within marked zones or areas
  • You must not go from the gym to the pool or other activity or vice versa. You need separate bookings and you must exit and re-enter using the approved routes
  • You must train alone, you cannot use equipment where you would need a ‘spotter’

What is your equipment cleaning process?

  • We have continued with our enhanced cleaning regime
  • Gym users will be expected to wipe down their own equipment before and after use
  • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
  • Members are asked not to use their sweat towels to wipe down equipment
  • For more information about our commitment to your health, wellbeing and safety, click here

Are PT sessions running at the gym?

Personal Training sessions have now resumed at participating locations. Sessions are 1 hour long.

If you have a session booked with your Personal Trainer you need to also ensure that you have booked a session in the gym for that time. You can do this via the Better UK App  View how to make an activity booking. 

Are junior gym sessions available?

Junior gym sessions are available at participating leisure centres and gyms. Better UK app and online advance bookings will only be available for junior gym and will be up to 60 minutes long.

Junior gym rules apply: 

  • Must be aged between 11 and 15
  • Free weights cannot be used
  • Fixed resistance machines can be used on the first weight only
  • Assisted chin and dip machines may not be used
  • Treadmills can be used at a maximum speed of 8km/h.
  • Treadmills can be used on a maximum incline of 6
  • Rowing machines can be used on a maximum resistance of 5
  • Rowing machines can be used at a maximum RPM of 30
  • Gym users will be expected to wipe down their own equipment before and after use
  • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
  • Gym users are asked not to use their sweat towels to wipe down equipment
  • For more information about our commitment to your health, wellbeing and safety, click here

Using the swimming pool

What is the difference between Swim for All and Swim for Fitness sessions?

Swim For All

No matter your fitness ability, our Swim for All sessions are perfect if you're looking to build your confidence, work on your strokes, float away any stress, or just simple want to enjoy a more casual swim with your family and friends. Bookings can be made on the Better UK app, or online here

Swim For Fitness

If you’re looking for a low-impact way to get fit and healthy, swimming could be the perfect choice. Our Swim for Fitness sessions take place in slow, medium and fast lanes, so you can take things at your own pace. Bookings are available online here or via the Better UK app.

What do I need to know before attending the swimming pool?

  • Do not come to the pool if you are unwell, have any Covid symptoms or have been told to self-isolate
  • Arrive at your booked time, not early or late
  • Listen to our staff at all times and follow their instructions
  • Where lockers require money to use, please bring the correct change for your locker – some of our centres are now cashless, so change may not be available from staff.
  • Respect the personal space of others at all times

Additional measures for Cardiff and Belfast locations only:

  • For your safety, if you do not arrive for your booked time, you may be refused entry
  • You will need to complete your swim and be out of the building within one hour to keep the pool safe and to be fair to all
  • Come “pool ready” if you can, including showering before you set off if possible
  • Follow one way systems and Covid Secure notices and signage
  • Respect lane discipline and other swimmers, there may be mixed abilities
  • Bring your own drinking water and hand sanitiser
  • Respect social distancing at all times - Keep 2 metres distance between you and other people
  • You must not go from the Pool to the Gym or other activity or vice versa. You need separate bookings and you must exit and re-enter using the approved routes
  • There is no equipment available to hire or borrow

Can I bring my child for a swim?

Our pools are programmed with lots of sessions suitable for children . You can choose from Swim for All, Family Fun Swim, Aquasplash and Aqua play sessions. Learn more about the right swimming session for you here. 

Is the pool safe, what changes have you made to ensure the water is clean?

Our water management systems have been reviewed with industry guidance to continue to meet a high standard of safety. All our pools are disinfected with chlorine in-line with the industry standards. Chlorine is proven to disinfect pathogens which include viruses such as COVID-19. Staggered booking start times will minimise contact between people entering and exiting our pools and buildings.

Can I use swimming aids / equipment? Can I buy goggles or swimwear?

You can bring your own swimming aids / equipment from home. Goggles or swimwear will be available for purchase at participating leisure centres.

Will the disability hoist / pool pod be available?

Pool pods and hoists will be available for customers who require them. Please speak with staff upon arrival to be given access.

Can I move between lanes during a session?

If attending a Swim For Fitness session, please follow guidance on lane speeds and select the appropriate lane based on your ability, the ability of those already in the pool and the space available.

Attending fitness classes

What do I need to know before attending a fitness class?

  • Do not come to the class if you are unwell, have any Covid symptoms or have been told to self-isolate
  • Arrive at your booked time, not early or late
  • Listen to our staff at all times and follow their instructions
  • Wipe down all equipment before and after use with the provided cleaning materials – not your towel.
  • Bring a sweat towel (for personal use only), your own drinking water and hand sanitiser
  • Do not use any equipment that has been placed out of use

Additional measures for Cardiff and Belfast locations only:

  • For your safety, the safety of users and to meet our capacity levels, if you arrive late for your booked time, you may be refused entry
  • There will be limited changing areas and restricted availability of showers, please come changed and shower at home if you can
  • Follow one way systems and Covid Secure notices and signage
  • Stay within marked zones or areas
  • Respect social distancing at all times - Keep 2 metres distance between you and other people
  • You must not go from the fitness class to the gym or pool or vice versa. You need separate bookings and you must exit and re-enter using the approved routes

Which fitness classes will be running?

All our fitness classes are now running. Visit the fitness classes section of our website for a list of fitness classes being run at your centre.

What are the new procedures for fitness classes?

  • Fitness classes may have limitations on capacity in order to maintain appropriate physical distancing. This will differ by class and by centre. To make things easier, we encourage you to pre-book your fitness class session, so you can secure your spot ahead of time.

Additional measures for Cardiff and Belfast locations only:

  • Fitness classes will have limitations on capacity in order to maintain appropriate physical distancing. This will differ by class and by centre.
  • Class programming has been re-designed to avoid member interaction and sharing of equipment. We ask that members adhere to social distancing guidelines by following the floor markings within the studio for the duration of the class.
  • We recommend you bring your own mat, particularly when attending Yoga and Pilates classes. Mats will still be available if you do not have your own mat. As changing rooms will not be in use, please bring only the essentials (towel, water bottle).

Where are outdoor classes being held?

Where outdoor space is available, (including pitches and outdoor courts) leisure centres may run outdoor classes. The location of your class is available in the timeslot upon booking.

Will members be refunded if a fitness class is cancelled?

Sessions may be cancelled in cases of dangerous environmental conditions (i.e. high temperatures, rain, etc), low participation (less than 5) or instructor unavailability. Members will be automatically be issued with credit note to your Better account valid for a period of 12 months. Credit note can be redeemed to their full or part value against future bookings.

Centre safety measures

How many people will be able to attend each session?

  • The capacity limit is different for every leisure centre and is dependent on the size of their gyms and workout spaces for other activities.

Additional measures for Cardiff and Belfast locations only:

  • Lane swimming will be configured in double lanes each allocated a maximum capacity.

Can customers be assured that the centre is clean?

Heightened cleaning will take place in our facilities. A program will be in place to disinfect all high-touch surfaces on a regular basis. For more information about our safety procedures and practicalities of our leisure centres during coronavirus, click here.

Are changing rooms, showers or toilets available?

The changing rooms, toilets and showers will be open for customers.

Are water fountains available?

Water fountains will be available to fill bottles, but not for directly drinking. We ask customers to wash or sanitise their hands before using drink fountains to fill their own bottles.

Do I need to wear a face covering?

England and Belfast locations only:

Safety measures such as face coverings and social distancing will be optional as part of the easing of lockdown restrictions in England. Please follow the guidance of your local area as face coverings may be highly encouraged in particular locations.

Cardiff locations only:

Whilst taking part in an activity you are not required to wear a face covering. However you are required to wear a face covering:

  • When entering and leaving the building and transitioning to and from your activity
  • At all times if you are not taking part in an activity and remaining in the centre.

Those who are not wearing a face covering without an exemption may be refused entry to the building.

If I am disabled, will I have problems with access or requesting more time to access facilities?

Any new Covid-secure safety measures, cleaning processes, and routes into, out of and through our locations have been made inclusive and accessible.

All activity sessions are available to book online or via the Better UK app and our team will be on hand to guide you through and provide any additional assistance if required, so please speak with a member of staff on arrival if you have any concerns.

What measures and changes can I expect when I visit the leisure centre?

As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on four key areas designed to continue to keep everyone in our community healthy and safe.

  • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
  • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where larger activity space is available, (including sports halls, pitches and tennis courts) leisure centres may run activities in these locations.
  • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to book your activity in advance, either online or via the Better UK app. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your membership or booking reference barcode (via card or the Better UK app) to enter.
  • Play your part: From cleaning your equipment before and after use, respecting the personal space of others and staying home if you feel unwell, everyone has a part to play in keeping each other safe.

A member of staff will be available upon arrival to assist with any questions you may have.

Filming, photography, facility hire and events

Can I film or take photos in the centre?

Please always check with a member of staff before you take any images. Photographs are not to be taken in any changing areas. Commercial photo opportunity requests can be submitted by completing a Commercial photography / filming enquiry online.

Can I hire a facility or venue for an event?

If you are interested in booking the venue for a public, private or commercial event, please contact our events team by visiting our dedicated Better Venues website.

Lessons and courses

Lesson Booking and Payment Information

How are my Direct Debit payments calculated?

Your monthly Direct Debit is calculated on: how many lessons are delivered in a year, multiplied by cost of each lesson. Then we divide the total into regular payments over 12 months.

I cancelled my lessons. How do I reactivate the lessons again?

To reactivate your lessons, you will need to re-join again. We are accepting new joiners for available lessons. Click here to enrol yourself or your child into a lesson or course.

How do I book a lesson?

Visit our dedicated Lessons and Courses website here and enter your nearest location and activity to view available lessons. Use the available search filters to get the best results.

What happens to my payments during the Christmas break?

All our lessons and courses break for two weeks at the end of December. Direct Debit payments are split into 12 equal monthly payments and cover the number of delivery weeks offered for each activity thoughout the year.

What level should I book?

Unsure what level to book? you can find all the information you need regarding our entry level criteria in the lessons and courses section of the website which can be found here. 

Whose details do I enter when booking a lesson?

During the registration process, you will be asked to provide the attendee’s details (this will appear on the register for our staff) as well as account holder information such as email address and this may be separate to the attendee’s details.

Can I book more than one person or lesson in my HomePortal account?

Yes, your HomePortal account can be used for multiple pupils or lessons. You will not be able to book more than one lesson on a single Direct Debit payment, therefore additional lessons will require additional Direct Debit payments to be set up within the HomePortal account.

Can I use a promo code as payment?

Yes, you will have the option to apply a promo code during the checkout process.

Who can I speak to if I have any questions?

A member of staff will be able to answer any questions you may have about our new lessons.  If you have any questions before your lesson, please complete the contact us form on our website. 

How do I cancel a lesson or course?

We don’t want to see you leave however if you would like to request a cancellation please complete the cancellation request form. Were always here if you would like to come back.

Managing Your Lessons (Home Portal)

What is HomePortal?

HomePortal is a simple web platform we use to help you manage multiple pupils from one account, view your lesson programme online, make new bookings and review pupil progress from our teachers.

How do I activate or register my HomePortal account?

Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) and answering some security questions to get started.

How can I access my barcode to scan for entry into the centre?

On the home page of your HomePortal account you will be able to hover over the pupil name(s) towards the top (task bar) which will allow you to select the option to access barcode. Once selected, you will be able print screen and use via your smart phone or print and bring along with each visit.

How many entries will my barcode allow?

The barcode will allow up to 3 swipes per visit to enable pupils and guardians entry within the lesson period.

How do I create my HomePortal account?

Your HomePortal account is created when you first make a lesson or course booking online. You will need to activate your HomePortal account before logging in for the first time. Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) to get started.

I cannot log in to HomePortal / I have forgotten my password

You can log into your HomePortal account by visiting the Better Lessons and Courses website here and logging in with your your email address or barcode and password.

If you have forgotten your password, click the Forgotten your password? link on the Better Lessons and Courses website and you will receive a password reset email to your registered email address.

How do I move a lesson, to a different centre or change the day and time?

Our team will be happy to help you, please complete a Lessons and Courses Existing Customer Enquiry' here to discuss further.

Lesson Safety Information

What measures and changes can I expect when my child attends a lesson?

As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on the following key areas designed to continue to keep all pupils safe and healthy.

  • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
  • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where alternative lesson space is available, (including sports halls, pitches and tennis courts) leisure centres may run lessons in these locations.
  • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to arrive 10 minutes before the lesson start time. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your Home Portal barcode (via printed confirmation or online at Home Portal) to enter.
  • Play your part: From respecting the personal space of others when spectating to staying home / keeping your child home if you / they feel unwell, everyone has a part to play in keeping each other safe.

A member of staff will be available upon arrival to assist with any questions you may have.

Swimming Lesson Information

How do I find the right swimming Lesson for my child?

Get in touch with us via our swim school contact form so we can help you find a suitable lesson and level for your child, click here.

Why should my child start / return to swimming lessons?

Swimming is such an essential life saving life skill and drowning is still one of the most common causes in accidental death in children. As well as being an important life skill, swimming is also one of the most healthy and fun activities, improving strength, stamina, flexibility and posture - keeping your child active and happy at the same time.

What are the swimming lesson teacher to pupil ratios?

The average ratio for Foundation classes will be 1 Swimming Teacher to 8 pupils. In Development classes this will be 1 to 10. Academy classes 1 to 20.

Why do pupils have to wear a swimming hat?

This is to improve the safety and hygiene in our swimming lessons, as well as being used to reward and recognise the individual's achievements from one ability group to the next.

I want to cancel my child's swimming lessons

We don’t want to see you leave however if you would like to request a cancellation please complete the swim school cancellation request. Were always here if you would like to come back.

Why have you changed the Swim School Programme?

Following customer research and insight from our experience of running the UK’s largest Swim School, we have created a simpler set of classes for juniors. Our new programme focuses on a set of achievements linked to a set of skills and distances achieved which are natural and progressive milestones for every child to become the best swimmer possible.

Visit us for support

Help available in person

From booking an activity to enquiries about your membership, our staff are there to help if you would prefer to speak with someone in person. Use the location finder in the link below to search for your nearest location and further information including opening times and directions. 

To protect you and our staff, we’ve put social distancing measures in place in our centres so you can visit us safely to speak with a member of staff. You'll also be asked to wear a face covering upon arrival.

Find a location near me

Other ways to contact us

If you are unable to visit us in person, there are a number of other ways to get in touch with us for support.

Website

Can't find what you're looking for in the common questions at the top of this page?  Should you require support from our Customer Experience team, please click on the link below, submit a message to us via our website and we'll get back to you shortly.

Submit an enquiry

Phone

Contact any of our locations by phone to speak to a member of our customer service team. Each location's phone number can be found on the overview section of their dedicated website page. View our centre finder to search for your nearest location's website page.

To ensure your enquiry can be dealt with quickly, when you call you will hear a variety of options available to you. These options are:

  • Press option 1 for bookings
  • Press option 2 for local centre information
  • Press option 3 for lessons and courses
  • Press option 4 for memberships

For all other enquiries, please listen for further instructions on the call.

Find a centre's phone number

Feedback

Feedback is important to us, and if you feel we have got something wrong or left you feeling dissatisfied we’d like to hear from you. By sharing your experience, it will allow us to put things right and helps us to improve our services. If you feel that we have done a good job, we would love to hear about that too. 

Customer comments and complaints terms