Got a question about the changes at your local leisure centre?
We know you might have lots of questions about the changes coming on the 1st October, and we really appreciate your patience and support during this time.
To help answer any questions you may have, we’ve put together a handy FAQs page with all the information we have so far.
If you still have questions, feel free to email us at customerservices@gll.org or chat with a member of our team next time you visit. We’ll keep updating the FAQs so that everyone stays in the loop.
Thank you for your patience—we can’t wait to welcome you!
Memberships and prices
What happens to my membership?
In terms of your membership transfer, there’s nothing you need to do. Once your membership and personal information has been transferred across from Richmond Council to GLL, including your bank details (if applicable), GLL will store and process this data securely and in accordance with the requirements of the Data Protection Act 2018, solely for the purposes of management and administration of your membership. If we have an email address for you, we will be in touch to ask your permission to use it for promotional marketing and to keep you up to date with events at your local centre. Once your membership contract has been transferred to GLL, our terms and conditions of membership and facility use will apply to you. You can read these at better.org.uk/terms.
Will I need to change my direct debit?
No, your data will automatically and securely be transferred to GLL from October. You should already have received communication confirming this.
If I'm a Better member, can I swim for free?
If you have a Better adult or junior prepaid membership you can use all pools at no extra charge.
What is the £12.50 set up fee?
This is a one-off fee charged for new customers as standard set-up when a customer commences a new membership.
Is there a discounted rate for disabled users?
Yes. We offer a range of discounted memberships for a variety of customers in the community; disabled people, concessionary recipients, older people (aged 66+), students juniors and public sectors employees. All our membership can be found online with full details, costs and proof required to set up the membership. Please visit https: https://www.better.org.uk/monthly-membership/better-hf-conc
When I download the app, do I have to create a new account if I am already a member?
No. Once you’ve downloaded the app, simply select “Activate your account” and log in using the same email address linked to your existing membership.
If I'm a Pay As You Go customer, what do I need to do?
Your data will not have been shared with us as part of the data transfer. Therefore, you will just need to download the Better UK App and create a booking account.
What if I have a Carers card or are there discounts for carers attending with a disabled child?
If you are a disabled user paying to use our facilities, your Carer will be allowed free access when accompanying you to the changing rooms and your activity.
If your carer would like to use the facilities alongside you, they will need to have a membership or paid for the relevant activity.
Will prices be going up?
All membership pricing from 1 October will remain in line with current Council fees and charges. There are no planned increases to prices, but as is currently the case, these will be reviewed annually.
What happens to existing members who have cross-centre access?
Existing members will continue to have access to both GLL centres and our dual-use centres.
What happens to existing members who have cross-centre access?
Existing members will continue to have access to both GLL centres and our dual-use centres.
What will the membership options be for new members after the 1st October?
We will offer:
- Centre-only memberships (Pools on the Park or Teddington Pools)
- Partnership-wide memberships (includes Pools on the Park, Teddington Pools, and dual use centres)
- UK-wide memberships (access to Better centres across the country)
What is included in a Centre membership?
A Centre membership gives you access to the facilities and activities at the specific centre you joined. This is the best option if you mainly use just one location.
What is included in a Partnership membership?
A Partnership membership gives you access to multiple leisure centres within the local partnership area. It’s ideal if you like to use more than one nearby centre. This would include access to the following centres:
- Pools on the Park
- Teddington Pools and Fitness Centre
- Hampton Sports and Fitness Centre
- Shene Sports and Fitness Centre
- Teddington Sports Centre
- Whitton Sports and Fitness Centre
Please note, Partnership memberships at Pools on the Park or Teddington Pools and Fitness Centre do not include access to Better Gym Teddington.
What is included in a UK-wide membership?
A UK-wide membership gives you access to the full network of Better centres across the country – perfect if you want the flexibility to work out, swim or take part in classes wherever you are. This membership level does include access to Better Gym Teddington. Other exclusions apply.
Swimming lessons
Will my child’s swimming lessons continue?
Yes. If you’ve already paid for your current block of lessons, they will continue as planned. Once that block finishes, you’ll need to re-enrol for lessons through our new system.
Can I still pay for my activities in blocks?
From 1st October, the option to pay in blocks will no longer be available. All lessons will move to Direct Debit payments only.
What happens when my current block finishes?
If you’ve already paid for a block, you can continue as normal until it ends. When your block finishes, please visit reception to rebook and switch over to Direct Debit payments. This new system makes it easier to secure your space each month without having to rebook.
My child is a Better Swim School member. Does she get free swimming as part of her membership?
Yes, your child can swim for free outside of her swimming lessons at her home centre only.
Centre Access
Will I still be able to use my physical card to enter the centre?
As a charitable social enterprise, we’re committed to cutting down on plastic use. Thus, entry will be granted via the Better UK app, where you can scan in with a QR code.
I have a Richmond Leisure Pass and a SMART card, can I still use it?
Yes. Your Richmond Leisure Pass entitles you to discounted membership and reduced prices on one-off bookings.
I was on a Gold/Bronze/Silver membership before, has that changed?
No, only the membership name has changed. You’ll still have the same access as before.
I don't have a smart phone, how can I get through the barriers?
You can still book, pay and access at reception. Please speak to a member of the team on your next visit.
Will the opening times remain the same?
Yes, opening times will remain the same to begin with. Along with timetables, you can find the latest opening times on the Better UK app and on your centre page at better.org.uk. We also update the Better UK app and your centre web page with any changes to opening times during some holiday periods, so please check regularly for these. Notices will also be posted in your centre.
Why do I need to book a swim? Can you just turn up?
Yes you can still turn up without booking for a swim. However, to avoid queueing if you download the Better UK app and prebook your session, you simply scan the app at the barriers on arrival and walk straight in to enjoy your swim.
Activities
How can I see the new timetable?
Timetable information will be available to view on the Better UK app from Wednesday 1st October. While some of the activity names will change slightly, please rest assured this is a name change only. You can find more information about activities at the centre by visiting better.org.uk/richmond and then selecting your centre.
Will all my regular classes and club activities still be running as usual?
Yes, our aim is to continue all the existing services without disruption.
Why has lane swimming changed from slow/medium/fast bookings to “Swim for Fitness”?
We’ve simplified lane swimming to make it more flexible and enjoyable for everyone. All “Swim for Fitness” sessions will still have slow, medium and fast lanes available, but instead of booking a specific lane in advance, swimmers can now choose the lane that best suits their pace when they arrive. This change means more choice and less restriction for swimmers, while still ensuring that all abilities are catered for. Our centre team will be on hand to help manage lane etiquette and make sure sessions run smoothly.
How can I make a booking?
We have some very handy YouTube videos that show you how to make a booking for both members and non-members. These videos provide easy step-by-step instructions.
- Members: https://youtu.be/uDCKa9bRWGg
- Non-members: https://youtu.be/FwrC_EfzznA
- Booking through the app: https://youtu.be/C61o3v18ZmQ?si=RwohDizbXfLDHk2L
How far advance can I make a booking?
To ensure you have ample time to plan your activities, swimming, gym, fitness classes, and other sports bookings are available for members 7 days in advance, starting from the following times:
- Swimming: from 6 pm
- Gym: from 8 pm
- Fitness Classes (& other activities): from 10 pm
For non-members, activity bookings are available 5 days in advance.