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Covid-19: Latest information & service updates
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Last updated 28th July 2020

Can't find what you're looking for? See the answers to the most frequently asked questions below.

General leisure centre operations

When will the leisure centres reopen?

  • Following the latest government guidance, some of our leisure centres, indoor gyms and swimming pools have now re-opened.
  • Click here for the latest announcements on reopening and a list of re-opened locations.
  • To find a Better leisure centre, pool or gym that's open near you, click here.

Who will be able to attend the leisure centre?

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.

Which services will be unavailable when you reopen?

At this stage, with the current restrictions, it is not practical to recommence some activities and services. 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.

What can I expect the first time I return to the leisure centre?

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.

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 fitness classes.
  • Lane swimming will be configured in double lanes each allocated a maximum capacity.

Are you changing your opening hours?

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.

Can members 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.

What measures have you put in place to minimise risks of virus transmission

  • 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 soft play, training pools, 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.

What is my responsibility regarding social distancing?

  • 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
  • Wope 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

What do I need to know before coming to the leisure centre?

  • 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

Are changing rooms, showers or toilets available?

  • 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

Are drink fountains available?

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.

Do I need to wear a face covering?

Wearing a face covering or mask is your choice and not mandatory according to government regulations. Some of our staff may wear face coverings and masks.

Do you 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 I am disabled, will I have problems getting into leisure centre?

Any new Covid-secure safety measures, cleaning processes, and routes into, out of and through our locations have been made inclusive and accessible.

If you prefer to get to your session earlier to minimise stress due to the extra precautions in place, we will allow more time for access to ambulant changing and toilet facilities, which will be available.

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, so please speak with a member of staff on arrival if you have any concerns.

Can I buy a day pass?

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.

Will you be running tours of the leisure centre?

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.

Will the new rules be in place forever?

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

Need to contact us?

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.

Booking activity sessions

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.

How far out can I make a booking?

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

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 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.

How do I book into a session as a pre-paid member?

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.

Why am I being asked to pay for my activity?

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.

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.

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

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.

What if I can’t make my session?

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.

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

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.

Can I make bookings for other people?

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

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

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

Can I attend without having a booking?

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

Can I bring someone with me?

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

Can I bring my carer with me?

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.

How many activity bookings can I make per day?

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

Can I make multiple bookings in one go?

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

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 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

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 move between activities during a session?

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

How long will the booking system be in place for?

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

Can I make an activity booking while my membership is frozen?

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.

Why am I being asked to complete an induction for a gym booking?

If you are a Better member and unable to book a gym session because you are being asked to complete an induction, 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.

Still not working? Contact our customer experience team using our online form.

Memberships and payments

What’s happening to my membership?

As announcements are made and our centres are able to reopen, we will communicate via email to inform you when we will be reinstating and removing the freeze from your membership. If you hold an annual membership, we will automatically apply an extension to your membership, so you don't have to do a thing.

For up-to-date membership information, click here.

When will I next be charged?

As announcements are made and our centres are able to reopen, we will communicate via email to inform you of your next Direct Debit date. There will be a one-off first payment which has been calculated to ensure you pay absolutely nothing for the full closure period. We will reinstate your regular Direct Debit payment as normal following this initial one-off payment. If you wish to remain on a membership freeze, you will need to let us know by completing a Membership Freeze request here.

I kept my membership frozen after you reopened. How do I remove the freeze?

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.

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 charged a joining fee for a limited time.

Can I change my home centre?

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

I want to cancel my membership.

We have a number of options to help you through this difficult time, please complete a Customer Service enquiry here to discuss further. Alternatively you can place your membership on a complimentary freeze by completing a Membership Freeze request here. If you still wish to cancel, complete a Cancellation Request here.

Can I book a gym workout with a Pay and Play membership?

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.

I don’t feel comfortable returning to the leisure centre yet.

During the enforced closure, we’ve been here with you online, keeping you motivated to stay active with our online workouts and fitness inspiration. Our centres are reopening, but the great news is you can also continue working out with our instructors in the comfort of your home at no charge. Learn more about Better at Home.

We value every member and understand that everyone’s circumstances are different, especially during this difficult time, so if you’re not quite ready to return when you receive information about your membership restarting, complete a Membership Freeze request here and we will continue to keep your membership frozen at no cost until you are ready to come back.

How has the closure impacted my annual membership?

  • 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.

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 local leisure centre.

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
  • For your safety, the safety of users and to meet our capcity levels, if you arrive late for your booked time, you may be refused entry
  • Your class will need to be completes to allow you to be out of the building within one hour to keep the Centre safe and to be fair to all users
  • There will be limited changing areas and restricted availability of showers, please come changed and shower at home if you can
  • 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 (for personal use only), 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 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?

The following fitness classes will be running during the initial reopening period:

  • HIIT
  • Group Cycle
  • Functional Fitness
  • Aerobics
  • Zumba
  • Yoga
  • Tai Chi
  • Pilates
  • Legs, Bums, Tums
  • Core conditioning
  • Body conditioning

What are the new procedures for fitness classes?

  • Fitness classes will have limitations on capacity in order to maintain appropriate physical distancing. This will differ by class and by centre. To make things easier, you will be required to book your session so you can secure your spot ahead of time.
  • 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).

What is your equipment cleaning process?

  • During classes, instructors will modify programs to minimise the use of equipment and ensure social distancing is maintained. After each session, equipment will be cleaned by participants and staff.
  • Participants will be expected to bring their own fitness mats or large towels to place on the ground as required for some classes.
  • For more information about our safety procedures and practicalities of our leisure centres during coronavirus, click here.

Will you be running outdoor classes?

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 an outdoor 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 no less than 90 minutes before the session start time and offered a rebooking into a future class utilising the payment from the cancelled class.

Gyms

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
  • 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’

What is your equipment cleaning process?

  • 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.

Can I book back to back sessions?

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.

Are PT sessions running at the gym?

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. 

 

When will Junior Gym sessions be available?

Junior gym sessions will be available at participating centres from Saturday 1st August 2020.

Initially these sessions will be available to existing Junior gym members only.

Sessions need to be booked via the Better App and will be up to 60 minutes long. 

Usual Junior gym rules will 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.

Swimming pools

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
  • 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

Can I bring my child for a swim?

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 Adult and Child Swim sessions in selected pools over the weekend where every adult booking a slot will be able to bring up to two children at no extra cost. Please check for available sessions via the Better UK app.

Is the pool safe, what changes have you made to ensure the water is clean?

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.

Can I use swimming aids / equipment? Can I buy goggles at the leisure centre?

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

Will the disability hoist / pool pod be available?

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.

Can I move between pools / lanes during a session?

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.

Can I book back to back sessions?

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.

Lessons and courses

When are lessons restarting?

At this stage, with the current restrictions, it is not practical to recommence lessons, including swimming, gymnastics, tennis and football. Once restrictions are further eased and the recommencement of lessons are achievable, we will be in touch with our customers to provide further information on how and when lessons will return.