Information on locations now open and Covid-19?
Click here to visit the Covid-19: Latest information & re-opening updates section of our website.
Booking activity sessions
Can I reset my booking / member account password?
Why am I being asked to pay for my activity?
I don’t have a debit/credit card, can I pay for a booking?
Are the bookings free?
Why am I being told that my email address is already in use?
How far out can I make a booking?
Do I have to be a member to make a booking?
How do I book into a session as a pre-paid member?
Can I join a waitlist if there are no available time slots?
How many activity bookings can I make per day?
Can I make multiple bookings in one go?
Can I book a session at another Better leisure centre?
Can I make an activity booking while my membership is frozen?
Can I book an activity with a Pay and Play membership?
Do I need to bring proof of my booking to attend my activity?
What if I can’t make my session?
How long do sessions go for? Why does it say 10 minutes?
Can I buy a day pass?
Can I attend without having a booking?
Can I bring someone with me?
Can I bring my carer with me? Do carers require a membership?
How long will the booking system be in place for?
How can I view a leisure centre's activity timetable?
Memberships and payments
How do I remove the freeze from my membership?
Can I change my home centre?
I want to cancel my membership.
How do I keep my membership frozen?
When will I next be charged?
I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?
Will you be increasing my membership fee this year?
Can I change my bank details or the date of my direct debit?
What’s happening to my membership?
I don’t feel comfortable returning to the leisure centre yet
How has the closure impacted my annual membership?
Can I have a new membership card?
How do I join as a new member?
Leisure centres and locations
Which locations are open?
Where is my nearest leisure centre?
How do I get directions to my leisure centre?
How do I find out if a leisure centre has parking?
Where can I find activity prices for the leisure centre?
Do leisure centres have a bike store or bike racks?
Do you hold onto lost property?
What do I need to know before attending the gym?
What is your equipment cleaning process?
Are PT sessions running at the gym?
Are junior gym sessions available?
What is the difference between Swim for All and Swim for Fitness sessions?
What do I need to know before attending the swimming pool?
Can I bring my child for a swim?
Is the pool safe, what changes have you made to ensure the water is clean?
Can I use swimming aids / equipment? Can I buy goggles or swimwear?
Will the disability hoist / pool pod be available?
Can I move between lanes during a session?
What do I need to know before attending a fitness class?
Which outdoor fitness classes will be running?
Where are outdoor classes being held?
Will members be refunded if an outdoor class is cancelled?
What other outdoor activities are running?
What can I expect the first time I return?
How many people will be able to attend each session?
Can customers be assured that the centre is clean?
What is my responsibility regarding social distancing?
Are changing rooms, showers or toilets available?
Are drink fountains available?
Do I need to wear a face covering?
If I am disabled, will I have problems with access or requesting more time to access facilities?
Will the new rules be in place forever?
What is your equipment cleaning process?
How do I book a birthday party?
Can I film or take photos in the centre?
Can I hire a facility or venue for an event?
Lessons and courses
How are my Direct Debit payments calculated?
I cancelled my child's lessons. How do I reactivate the lessons again?
What is happening to my lesson payments?
What happens to my payments during the Christmas break?
How do I book lessons?
What level or stage should I book?
Why have you changed the Swim School Programme?
Why should my child return to swimming lessons?
Why are some swimming lessons coming back but not others?
What are the swimming lesson teacher to pupil ratios?
Why do pupils have to wear a swimming hat?
I want to cancel my child's swimming lessons
When can I book pre-school swimming lessons?
When can I book Swimbies / parent and baby lessons?
When are adult swimming lessons restarting?
How have you made lessons COVID-19 Safe?
How long do I need to arrive before the start time of lessons?
What does ‘pool ready’ mean?
Where do parents and/or guardians spectate?
Do I have to wear a face covering if I am spectating?
Why do we have limited time in the changing rooms?
What if we are late?
Who can I speak to if I have any questions?
How can I access my barcode to scan for entry into the centre?
How many entries will my barcode allow?
How do I move a lesson or change the day and time?
How do I cancel a lesson or course?
What is HomePortal?
How do I create or activate my HomePortal account?
How do I reset my HomePortal password?
I cannot log in to HomePortal / I have forgotten my password
I cannot access HomePortal
When are lessons re-starting?
When are tennis lessons restarting?
When are other lessons restarting (i.e. football)?
When are gymnastics lessons restarting?
Do I receive a badge or certificate?
Contact Us
Visiting us in centre
If you do need to visit us in centre, a member of staff will be able to assist you on arrival. Please use the centre 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. You'll also be asked to wear a face covering upon arrival.
Find your local centreWebsite
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 enquiryOnline chat
Talk directly to one of our customer experience team using real-time chat. Simply click the button below to refresh this page and you'll see the chat window in the bottom right corner of your browser.
This week, online chat is available:
- Monday - Thursday from 10am to 4pm
- Friday - Sunday from 10am to 2pm
Please note: the chat window will not appear outside of these hours or if there are not enough advisers available to answer your chat.
Start online chatPhone
Please call our Customer Experience team on 0330 123 1500.
Our telephone line is open:
- Monday - Thursday from 8am to 7.30pm
- Friday - Sunday from 8am to 4pm
We are experiencing unprecedented demand at the moment. Please bear with us while our teams work hard to answer all calls.