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Booking activity sessions

Booking account and payments

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.

Why am I being asked to pay for my activity?

Your membership number may not be connected correctly to your online booking account. Follow the steps below to connect your membership to your booking account:

  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 membership number (the barcode number from your membership card), 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 'View Profile' on the Better UK app once you are logged in. 

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

Payments are required at the time of booking. Unfortunately, we are unable to accept cash at the present time.

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

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 'View Profile' on the Better UK app once you are logged in.

Still not working? Contact our customer experience team here.

Making an activity booking

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.

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. 

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.

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

We are offering waiting lists for fitness classes only.

How many activity bookings can I make per day?

Each customer is allowed one booking for each activity type per day. Members may incur a charge for multiple bookings of the same activity on the same day.

Can I make multiple bookings in one go?

Yes, as long as they are not for the same activity type on the same day.

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.

Can I book an activity with a Pay and Play membership?

Yes you can. Before you can book an activity online, be sure to register as member online or via the Better UK app. View how to register to book activities. 

Once you have registered and logged in, you'll be able to book an activity online or via the Better UK app. View how to make an activity booking.

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 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. No show penalty charges apply to members where the activity is included in the membership type. 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.

How long do sessions go for? Why does it say 10 minutes?

To ensure a fair allocation of time for each customer we have allocated time slots for most activities. The length of the session will be in the activity description upon booking and 10 minutes is the admission window.

General activity booking information

Can I buy a day pass?

To book a swim, gym session or other activity, please register to book as a non-member via the Better UK app or online. Once you have registered, you can pre-book and pre-pay for your activity via the Better UK app or online.

Click here for more information about booking as a non-member.

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.

Can I bring someone with me?

  • England only: Spectators and/or visitors will be permitted entry for selected activities. All non-members entering a location are subject to an admission or participation fee.
  • Belfast and Cardiff only: Due to government restrictions, we have maximum capacities for all pre-booked sessions. Spectators and/or visitors will not be permitted entry.

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

  • England only: 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.
  • Belfast and Cardiff only: 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 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 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 remove the freeze from my membership?

To request this, complete a Membership Unfreeze enquiry here and we will be in touch to confirm your one-off first payment to ensure you pay absolutely nothing for the period of your freeze, before we reinstate your regular Direct Debit payments as normal.

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. You will not be currently charged a joining fee.

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

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

General membership information

Can I have a new membership card?

The Better UK app gives you access to a digital version of your membership card when you log in. Use the Better UK app to gain access to your pre-booked activity.

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
  • 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
  • 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 – our centres are now cashless. so change will not be available from staff.
  • 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 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?

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

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?

Visit the fitness classes section of our website for a list of fitness classes being run in participating locations.

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 notified via text message and offered a rebooking into a future class utilising the payment from the cancelled class.

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?

  • Changing rooms, toilets and showers will be open for customers.

Additional measures for Cardiff and Belfast locations only:

  • Changing rooms, toilets and showers will operate with reduced capacity limits. We encourage customers to arrive 'activity ready'.

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 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 and Belfast locations only:

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

Additional measures for Cardiff and Belfast locations only:

  • You will only be able to enter the leisure centre or gym at the commencement of your booked activity session.
  • To avoid congregation outside the facility please do not arrive early and if queuing, you will be asked to maintain physical distancing.
  • As you enter, you will see yellow and black safety signage. Please take notice of these signs as they are placed around the centre for your awareness and safety.
  • Physical distance spacing will be marked out in all areas and there will be floor markers and other visual reminders throughout the centre.
  • Lockers and showers will be available with reduced access, so please only bring the essentials. This must include a clean towel for your personal use only.
  • At the conclusion of your activity, please exit the building promptly, adhering to physical distancing guidelines.

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 child's lessons. How do I reactivate the lessons again?

To reactivate your child's lessons, you will need to re-join again. We are accepting new joiners for available lessons. Click here to enrol 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 of our lessons and courses break for two weeks at the end of the year, every year. Your direct debit payments are split in 12 equal payments across the year and cover the number of weeks of lessons delivered.

What level or stage should I book?

If you are unsure what level or stage to book, you can visit the lessons and courses section of the website to review information on core product entry criteria.

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. If you’d like to review you or your child’s lessons or request a cancellation, please complete a Lessons & Courses – Cancellation' request here . We’re always here if you’d 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 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.

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 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.

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.

Additional measures for Cardiff and Belfast locations only:

  • All swimming teachers will deliver from poolside for all swimming lessons.
  • All lesson capacities have been designed to ensure that all pupils can socially distance while in lessons.
  • All customers should arrive 10 minutes before the start time of their lesson in the centre specific Lesson Waiting Zone. The queue supervisor and centre staff will be on hand to support during the first few weeks to show where this area is and explain the customer journey process.
  • For swimming lessons, we ask that all children arrive to the centre with their swimwear underneath clothing such as a tracksuit or onesie (something easy to remove). Once customers are at the Lesson Drop Off Zone, we will ask all children to ensure they have their swimsuit or trunks, swimming cap and goggles. If for any reason you cannot get your child pool ready before getting to the centre we will have limited areas for them to change.
  • To ensure that all parents and/or guardians can social distance while spectating we ask that only one adult accompany a child/children to lessons.
  • In some cases, spectating may not be available, but an area elsewhere in the facility will be allocated for you to wait whilst your child’s lesson is taking place. Please consider what to wear if spectating on poolside due to the high temperatures.
  • In line with regulations in Wales and Northern Ireland, we ask all parents and/or guardians wear a face covering while spectating lessons.
  • All children and parents and/or guardians will have access to changing rooms after lessons. We ask that all customers keep to the 10 minute allocation to ensure we have time to keep these areas clean and keep our lessons running on time.
  • The cut off time for all swimming lessons is the start time of the lesson; this is why we ask all customers to arrive 10 minutes before the start time. Queue supervisors will try to accommodate customers who are late due to circumstances out of their control but this will be dependent upon lesson capacities.

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.

Swimming Lesson Information

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.

Why should my child 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 a company policy 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. If you’d like to review you or your child’s lessons or request a cancellation, please complete a 'Swim School – Cancellation' request. We’re always here if you’d like to come back.

When can I book pre-school swimming lessons?

Swimming lessons for 3 to 4-year-olds are now available to book. Find out more on our Better Swim School page. 

When can I book Swimbies / parent and baby lessons?

Swimming lessons for 0 to 3-year-olds are now available to book. Find out more on our Better Swim School page. 

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.

Please note: we are experiencing unprecedented demand online and on our phone lines at the moment. Please bear with us while our teams work hard to answer your enquiries via phone, chat and online.

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.

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Online chat

If you would prefer to speak with someone using real-time chat, simply click the button below and a chat window will appear in the bottom right corner of your browser.

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.

* Bank Holiday - 10am to 2pm

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Phone

Please call our Customer Experience team on:

  • England: 0330 123 1500
  • Cardiff: 02920 675060
  • Belfast: 02895 211048

Our telephone line is open:

  • Monday - Thursday from 8am to 8.30pm
  • Friday - 8am to 6pm
  • Saturday & Sunday - 8am to 4pm

* Bank Holiday - 8am to 4pm