Customer Support and FAQs

Existing members, day pass holders and casual users will be able to book into the reduced capacity sessions. Bookings can be made via the Better UK app or online here.

At this stage, with the current restrictions, it is not practical to recommence some activities and services, including (but not limited to) some fitness classes. Once restrictions are further eased and we can resume these activities and services, we will provide further information on how and when they will return.

Click here for an up-to-date list of services not being offered in the initial phases of re-opening.

There will be some changes since your last visit to ensure your experience is both safe and enjoyable.

• A member of staff will be available upon arrival to assist with any questions you may have.
• You are going to have to book ahead via the Better UK app to enter the leisure centre. This will ensure we are able to maintain physical distancing regulations. Read more about booking sessions here.
• You will be able to enter the leisure centre or gym at the the commencement of your booked session.
• To avoid congregation outside the centre please do not arrive early and if queuing, you will be asked to maintain physical distancing.
• You will need to scan your membership or booking reference barcode (via card or the Better UK app) to enter. If you have not booked an activity, you will not be able to gain access.
• As you enter the club 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.
• Sanitiser stations will also be marked.
• Lockers and showers for swimmers only will be available with reduced access, so please only bring the essentials. This must include a clean towel for your personal use only.
• You will also see staff members doing regular cleaning. 
• Please help our staff and your fellow members by wiping down your equipment with the provided cleaning materials before and after use with the cleaning sprays and paper towels (please do not use a personal sweat towel).
• At the conclusion of your workout or class, please exit the building promptly, adhering to physical distancing guidelines.

• The capacity limit is different for every leisure centre and is dependent on the size of their gyms and fitness classes.
• Lane swimming will be configured in double lanes each allocated a maximum capacity.

Some locations may adjust opening hours in consultation with local authority partners. Before you book your session, refer to your local leisure centre or gym's opening hours on the Better UK app or the location finder on our website.

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.

• Thorough cleaning of all equipment by our staff, on the gym floor, at the poolside and following the conclusion of any fitness class
• No shared equipment unless disinfected between uses
• Hygiene stations placed nearby high-touch areas offering hand sanitiser, medical grade disinfectant for use and sanitising gym wipes
• Our staff have undertaken increased training modules on COVID-19
• Closing non-essential areas including studios and common areas such as gym and fitness class changing room facilities and cafes
• Only allowing contactless payment for purchases at reception
• Repositioning equipment where possible as well as introducing clear floor markings and more signage to help members and staff maintain physical distancing in all areas of the leisure centre.
• Introducing new fitness class procedures including no sharing of equipment, hygiene stations at studio entry and exits and additional time between classes for cleaning and sanitisation.
• If equipment cannot be repositioned then turning off every other piece of cardio equipment to ensure a safe distance can be kept. This includes equipment in spin cycle studios.
• We will pass on information regarding your visit to the NHS Track and Trace service if requested to do so.
• For more information about our safety procedures and practicalities of our leisure centres during coronavirus, click here.

• Practice social distancing at all times when in and around the facility
• If asked by our team to adjust your positioning please follow their guidance
• Please practice hand hygiene
• Floor markers will indicate safe distances
• Wipe down equipment before and after use with the sanitser and paper towel provided
• Please be patient and polite with staff and observe all signs and notices

• Please do not visit the centre if you feel unwell, have any Covid-19 symptoms or have been asked to self-isolate
• Let a member of staff know if you or anyone in your household develops Covid-19 symptoms

• Toilets will remain open
• Changing rooms and showers will be open for swimmers only
• Changing rooms and showers will not be available for gym / fitness class users

Drink 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.

You are not required to wear a face covering if you’re:

• Taking part in a fitness activity; for example Gym, Swim or Fitness Class
• If your passing through the building to take part in an activity (excluding Wales)
• Fall into any other group exempted by Government advice; for example children under 11

 You are required to wear a face covering if you’re:

• • Visiting a leisure centre in Wales (from 14th September)
  • Visiting a Library
  • Undergoing a Spa treatment
  • Spectating an indoor activity; for example Swimming lessons, Ice Rinks, Soft-Play or Trampoline Parks
  • Participating in Spa Experience treatments (excluding facial treatments)
  • Participating in ten pin bowling

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.

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.

In the initial phase of re-opening, we've changed the way you purchase day passes or short term passes. 

To use the gym, swimming pool or fitness classes for a day, 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.

Mutiple day passes are currently not available and pricing will vary by location. All pricing is available at the time of booking.

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

Leisure centre tours will not be operating during the first weeks of operation to avoid over-crowding and allowing our users maximum space by not affecting capacity limits. Please check your local leisure centre webpage for an interactive tour of the location. Please note that due to physical distancing requirements, equipment and the layout of the facility in the online tour may differ.

The situation is evolving and we ask customers to continue to continue to return to our website for the latest updates and guidance.

Our leisure centre staff are your first point of contact if you have any feedback about the entry rules, policies, procedures or services we are offering during reopening. We appreciate your patience as our staff and members find their way through the reopening of our facilities and encourage any helpful feedback to help us improve the experience for all.

Our customer service team are also on hand to help. Click here to submit a contact form and we'll get back to you as soon as possible. Enquiry volumes are extremely high at the moment due to the unprecedented circumstances so please bear with us if it takes some time for us to respond to your query. Thank you for your understanding during these challenging times.

Yes if you need to get to your session we will allow more time for you to access changing, toilet or other facilities.

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.

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.

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

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. 

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

Step 1: Before you can book any activity online, be sure to register as a member via the Better UK app. View how to register to book activities. Ensure you select Member: Set-up booking account.

Step 2: When you first register, we send a welcome message to the email address you used to register. Each message contains a unique verification link. To verify your email address, click the link and sign into your booking account.

Step 3: Insert your membership number (the barcode number from your membership card), your date of birth and select Connect your membership. Once your membership has been connected and you are logged in, you'll be able to book an activity on the Better UK app. View how to make an activity booking.

If you are asked to pay to book an activity and the activity is included in your membership type, your membership number may not be connected correctly to your online 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 'My Profile' on the Better UK app once you are logged in.

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.

We are offering waiting lists for fitness classes only. Gym and swimming sessions do not have waiting lists available at this time as there will be consecutive sessions available throughout the day.

We understand things come up and you may need to cancel your workout. Out of consideration for fellow members, we ask that you cancel your booking no later than 2 hours before the activity start time to allow another member to take your time slot. You can manage and cancel your bookings through the Better UK app.

To comply with physical distancing regulations and to ensure a fair allocation of time for each customer we have allocated one hour time slots for the gym, fitness classes and some swimming sessions. The one hour session will include the allowance for safe arrival, movement through the centre, changing and leaving the premises.

When booking time slots for gym, swimming and some other activities, sessions will appear in 10 minute intervals. This is the time allowed for your entry and exit to ensure a staggered flow of visitors. Your actual booking session is usually one hour, which is referred to in the description of the activity at the time of booking.

No. The reservation system requires the use of your personal login and does not support the ability to make reservations for others.

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

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

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

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, swimming pool, gym and fitness classes.

Each customer is allowed one booking for each activity type per day.

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

• 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 will 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

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.

To manage social distancing, and limits within each area, you will not be able to move between activities.

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

Your membership may appear frozen until your initial payment is processed, but you will still be able to make activity bookings.

If you have requested to extend your membership freeze, our booking system will recognise that your membership is frozen and will not allow you to make an activity booking.

If you are ready to return to the leisure centre, your membership freeze will need to be removed. To request this, complete a Membership Unfreeze request here and we will be in touch to confirm any pro-rata payments to ensure you don't pay for the period of your freeze, before we reinstate your regular Direct Debit payments as normal.

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.

• As most of our locations have now re-opened across the UK, we have communicated via email to inform members when their membership freeze will be removed and when membership payments will restart.
• This applies to annual, monthly, and pay and play adult and junior memberships.
• If you hold an annual membership, we will automatically apply an extension to your membership, so you don't have to do a thing.
• We've upgraded all memberships with UK-wide access, giving members flexibility to enjoy activities wherever they are.
• If a location is initially not re-opening, members will be advised via email, and if there is no alternative location nearby, memberships will remain frozen. For up-to-date membership information, click here.

When you are ready to return to the leisure centre, your membership freeze will need to be removed. 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.

To reactivate your membership, you will need to join again here. You will not be charged a joining fee for a limited time.

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

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

Yes you can. Before you can book an activity online, be sure to register as member 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 on the Better UK app. View how to make an activity booking.

• 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.

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 local leisure centre.

• 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
• For your safety, if you do not arrive for your booked time, you will 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
• Listen to our staff at all times and follow their instructions
• Follow one way systems and Covid Secure notices and signage
• Wipe down all equipment before and after use with the provided cleaning materials – not your towel.
• Stay within marked zones or areas
• Bring a sweat towel, your own drinking water and hand sanitiser
• Respect social distancing at all times - Keep 2 metres distance between you and other people
• Do not use any equipment that has been placed out of use
• You must not go from the gym to the pool or exercise class 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’

• 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 safety procedures and practicalities of our gyms during coronavirus, click here.

You will not be able to book back to back sessions. We remind customers that they will need to have left the building at the end of the session to allow staff to clean before returning for their next session.

Personal Training sessions have now resumed at those centres who offer this. 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 16
• 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.

• 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
• For your safety, if you do not arrive for your booked time, you will 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
• 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.
• Listen to our staff at all times and follow their instructions
• 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
• Please do not use any equipment that has been placed out of use.
• You must not go from the Pool to the Gym or exercise class 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

During the interim phase of reopening we will be focusing on our Swim For Fitness sessions. Time slots in these sessions will need to be booked individually and are available for juniors but they must be competent swimmers, able to swim consistently in a lane swimming environment. 

Some leisure centres will offer Swim For All sessions. 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. 

Our water management systems have been reviewed with recent changes to government regulations 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.

We have reduced capacities in all of our swimming pools and activities will be organised differently. Swimmers will be admitted in a regulated order based on session start times.

You can bring your own swimming aids / equipment from home. Goggles or swimwear will not be available for purchase from the leisure centre.

Pool pods and hoists will be available for customers who require them. Please speak with staff as you attend the facility to be given access.

During the interim phase of reopening, only one swimming pool will be open in most leisure centres. 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.

You will not be able to book back to back sessions of the same activity. We remind customers that they will need to have left the building at the end of the session to allow staff to clean before returning for their next session.