Customer Service Enquiry

Covid-19: Latest information & service updates

We understand that at this challenging time, taking care of ourselves and our loved ones is our number one priority.

In line with government advice issued, we wish to notify all of our members that will be closing all of our Better centres and gyms across the UK at the end of Friday 20th March.

The health and well-being of both our staff and valued members is paramount. We have a social responsibility to everyone in the local community to take action to protect ourselves and others.

We are working closely with local public health authorities and all official updates from the government and we will keep you up to date on what is happening going forward.

What we're doing to support our members...

We would also like to help you during this difficult time by automatically applying a payment freeze for all of our members.

A payment freeze means that you retain your membership or lesson/course, but will not have to pay during the period that the centre is closed, whether you have an annual, monthly, pre-paid or pay and play membership or lesson/course.

We will notify you when your freeze period is due to end, and if you're on a direct debit when your payments will restart - and you don't need to do a thing.

Should the current situation change, we will of course do everything we can to help our members - and if we need to extend the freeze period for you, we will do that automatically and let you know as soon as possible.

FAQs

Are any of your outdoor facilities open (e.g. tennis courts, golf courses)?

We are currently working with our local authority partners and national governing bodies to make decisions on reopening the associated outdoor facilities that we operate. The safety of our staff and our customers remains our first priority. Please check your local leisure centre or facility webpage for updates on the opening of any outdoor activities and spaces.

What happens to my direct debit?

While the centre is closed we will be automatically putting your membership / lesson and course on freeze for the duration of the closure. We will not apply a charge to your account during this time. We will be back in contact with you once we have the centres reopened, before we restart your membership / lesson and course.

What happens to my annual membership?

While the centre is closed we will be automatically putting your membership / lesson and course on a freeze for the duration of the closure. Once we are reopen we will restart you membership / lesson and course and any time that we were closed will be added onto the end of your membership duration.

Will I get a refund for any closures?

We have automatically placed your membership / lesson / course on a freeze, so you will have no further payment taken. We will not be processing any refunds until we have a clearer understanding on the situation.

Why should I not cancel my membership / lesson and course?

While the centre is closed we will be automatically putting your membership / lesson and course on a freeze, this will mean you will not have any further payment taken until we reopen. In order for us to manage the high volume of traffic at this time we will not be cancelling any membership / lesson and courses, however we will be back in touch with you once we have more information about your centre reopening

Enjoy FREE virtual classes and at home workouts...

As a charitable social enterprise, we value each of our members and we would like to help you keep fit, healthy and active - so you can stay in and work out if you need to.

We're pleased to let you know, that we're offering all of our members free access to a fantastic range of virtual classes and at home workouts via the Better UK app - so you can continue to exercise during this time.

Simply download the free Better UK app and sign in with your online membership details, so you will be able to access free at home workouts and virtual classes today!

Your membership matters!

As a charitable social enterprise, every penny we make is re-invested back into providing much needed facilities and services in the local community. Without our valued members we would not be able to operate, and we would like to thank you for your continued support.

Please help us to support as many members as we can...

Like many service providers at this time, our Customer Experience Team are working hard to answer all of your queries and support our members as quickly as possible. However, due to the uncustomary high demand, there maybe a slight delay in responding to you.

Should you wish to contact our Customer Experience Team, please contact them via customerservices@gll.org and they will be happy to assist you further.

For Press Enquires, please visit the Press Enquiries page

Thank you for choosing Better.

Best wishes,

The team at Better