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Information on Covid-19?

Click here to visit the Covid-19: Latest information & service updates section of our website.

Frequently asked questions

Memberships and payments

What’s happening to my membership?

Click here for the most up to date information regarding memberships and payments during location closures and re-openings.

When will I next be charged?

Once our locations are able to re-open, we will communicate via email to inform you of your next Direct Debit date. There will be a one-off first payment which has been calculated to ensure you pay absolutely nothing for the full closure period. We will reinstate your regular Direct Debit payment as normal following this initial one-off payment. Options to remain on a membership freeze will also be provided. 

Click here for the most up to date information regarding memberships and payments during location closures and re-openings.

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. You will not be charged a joining fee for a limited time.

Can I change my home centre?

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

I want to cancel my membership.

We have a number of options to help you through this difficult time, please complete a Customer Service enquiry here to discuss further.

I don’t feel comfortable returning to the leisure centre yet

During the enforced closure, we’ve been here with you online, keeping you motivated to stay active with our online workouts and fitness inspiration. Our centres are reopening, but the great news is you can also continue working out with our instructors in the comfort of your home at no charge. Learn more about Better at Home.

We value every member and understand that everyone’s circumstances are different, especially during this difficult time, so if you’re not quite ready to return when you receive information about your membership restarting, complete a Membership Freeze request here and we will continue to keep your membership frozen at no cost until you are ready to come back.

How has the closure impacted my annual membership?

  • Your membership has been frozen during the closure of our facilities, so your annual membership will resume once our centres reopen. 
  • For example, if you have 6 months remaining on an annual membership and your membership was placed on freeze for three months, you will still have another 6 months remaining once the freeze is removed from your annual membership.
  • As announcements are made and our leisure centres are able to reopen, we will communicate via email to inform you of your membership restart and renewal dates.

Booking activity sessions

Can I reset my booking / member account password?

Click here to reset your password. Enter your email address and click Submit. You will receive an email with instructions on how to reset your password. If you do not receive an email, please check your junk / spam folders.

How far out can I make a booking?

You will have access to bookings as follows:

  • Bookings will be available from 7 days in advance for members
  • Bookings will be available 5 days in advance for non-members

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 available for the benefit of discounted activity fees. View how to register to book activities. 

Click here for information about booking activities.

How do I book into a session as a pre-paid member?

Click here for information about booking activities as a pre-paid member.

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

Payments are required at the time of booking online. Cash payments will not be accepted.

Can I attend without having a booking?

No. Out of courtesy to other members and to monitor capacity limits, we are not offering walk-in capabilities at this time. 

Can I bring someone with me?

Due to government restrictions, we have maximum capacities for all pre-booked sessions. Spectators or visitors will not be permitted entry.

Can I bring my carer with me?

Yes, you can bring your carer with you. It is important that carers follow social distancing with other customers. If you are paying to use our facilities your carer will be allowed free access when accompanying you to the changing rooms and your activity.

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
  • Casual users will pay a fee to participate in an activity

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 activity is not included within your membership.

How long will the booking system be in place for?

At this stage, the system will be in place until capacity or social distancing restrictions ease.

Why am I being told that my email address is already in use?

If you are told that your email address is already in use, a pre-existing membership may already be connected to your online booking account. You will need to unlink the pre-existing membership and link a new, active membership. Follow the steps below to correct this:

1. For security reasons, this feature is not available on the Better UK app, so log on securely to your online member account through a web browser.

2. Once logged in, select ‘Unlink My Membership’ under ‘Memberships’ on the left hand side. 

3. Select ‘Link my membership’.

4. Insert your active membership card number, your date of birth and select Connect your membership. 

5. Once your membership has been connected, you'll be able to book an activity online by signing into your booking account via 'My Profile' on the Better UK app once you are logged in.

Still not working? Contact our customer experience team using our online form.

Outdoor activities

When will I be able to book outdoor activities?

Click here for the most up to date information regarding bookings for outdoor activities.

What outdoor activities will be available?

During the first phase of re-opening, the following outdoor activities will be available at participating locations:

  • Outdoor swimming (lidos)
  • Open water swimming
  • Golf
  • Outdoor fitness classes
  • Outdoor tennis

Click here for the most up to date information regarding outdoor activities re-starting.

Indoor activities

When will I be able to book indoor activities?

Click here for the most up to date information regarding bookings for indoor activities.

Contact Us

Website

Can't find what you're looking for in the FAQs?  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.

Our Customer Experience team are busier than usual during these challenging times, but we're listening to what you need and we're here to help.

Submit an enquiry

Phone

Please call our Customer Experience team on 0203 457 8700.

Our telephone lines are open Monday - Sunday from 9am to 12pm.