Help Centre

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.

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.

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

• 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

Click here for information about booking activities.

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. 

We are offering waiting lists for fitness classes only.

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.

• 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.

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.

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.

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.

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

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.

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.

• 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.

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.

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.

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.

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.

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

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

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

View our centre finder to search for your nearest Better 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.

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.

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.

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.

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.

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.

• 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’

• 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

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. 

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

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.

• 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

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. 

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.

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

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

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.

• 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

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.

• 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 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.

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.

• 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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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. 

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.

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.

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

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. 

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.