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Covid-19: Latest information & re-opening updates
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Booking account and payments

  • 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.

  • 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 'View Profile' on the Better UK app once you are logged in.

  • 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.

  • 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 may 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
  • Why am I being told that my email address is already in use?

    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 'View Profile' on the Better UK app once you are logged in.

    Still not working? Contact our customer experience team here.

Making an activity booking

  • How far out can I make a booking?
    • Activity bookings will be available 7 days in advance for members from 6pm for swimming, 8pm for gym and from 10pm for outdoor classes and other activities.
    • Activity 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. 

    Click here for information about booking activities.

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

    Click here for information about booking activities as a pre-paid member.

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

    We are offering waiting lists for outdoor fitness classes only.

  • 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 for the same activity type on the same day.

  • 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 make an activity booking while my membership is frozen?

    Click here for the most up to date information regarding memberships, payments and booking activities while your membership is frozen.

  • Can I book an activity with a Pay and Play membership?

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

General activity booking information

  • Can I buy a day pass?

    To book a swim, gym session or other activity, 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.

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

  • 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? Do carers require a membership?

    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 won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity.

  • 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.

  • How can I view a leisure centre's activity timetable?

    Each leisure centre's activity timetable is available to view on the individual centre's webpage 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.

Membership freezes and changes

  • How do I remove the freeze from my membership?

    We will notify you via email with the option to remove the freeze from your membership, ready for your home centre to re-open. If you choose to extend your membership freeze, this will be applied until 30th June 2021 and 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.

  • Can I change my home centre?

    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.

  • 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.

  • How do I keep my membership frozen?

    We’ve been here with you online, keeping you motivated to stay active with our online workouts and fitness inspiration. Most of our centres have opened, 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 freeze being removed, you can complete a Membership Freeze request here and we will continue to keep your membership frozen at no cost until 30th June 2021.

    Should you choose to re-start your membership at a later date, your monthly fee will be the price applicable at the time you choose to re-start your membership.

General membership information

  • What’s happening to my membership?

    Click here for the most up to date information regarding memberships and payments during location closures and openings.

  • 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 re-opening, 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 freeze being removed, you can complete a Membership Freeze request here and we will continue to keep your membership frozen at no cost until 30th June 2021.

    If you choose to re-start your membership when we are able to re-open your local Better centre, we will apply a price freeze to your membership, and you will continue to enjoy your current membership fee until 2022. Should you choose to re-start your membership at a later date, your monthly fee will be the price applicable at the time you choose to re-start your membership.

  • 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 we re-open.
    • 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.
  • 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 pre-booked activity.

General centre information

  • Which locations are open?

    Visit the Covid-19: Latest information & re-opening updates section of our website for a list of locations now open in England, Belfast and Cardiff.

  • Where is my nearest leisure centre?

    View our centre finder to search for your nearest Better leisure centre.

  • How do I get directions to my 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.

  • How do I find out if a leisure centre has parking?

    Many of our leisure centres have on-site car parking. Some leisure centres may charge a small 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.

  • Where can I find activity prices for the leisure centre?

    You can find activity prices either via the Better UK app or in your online booking account when making a booking.

  • Do leisure centres 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 the leisure centre does have bike store facilities there will be information displayed underneath the map on the centre's overview page.

  • Do you hold onto lost property?

    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.

Using the gym

  • 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 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’
  • 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.
  • Are PT sessions running at the gym?

    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. 

  • Are junior gym sessions available?

    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.

Outdoor activities

  • 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
    • 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 outdoor fitness classes will be running?

    Visit the fitness classes section of our website for a list of outdoor fitness classes being run in participating locations.

  • Where are outdoor classes being held?

    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.

  • What other outdoor activities are running?

    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.

Centre safety measures

  • What can I expect the first time I return?

    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 facility 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, 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 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 activity, 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 workout spaces for other activities. Lane swimming will be configured in double lanes each allocated a maximum capacity.

  • Can customers 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 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
    • 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
  • Are changing rooms, showers or toilets available?

    Changing rooms, toilets and showers will be open for customers, albeit with reduced capacity limits. We encourage customers to arrive 'activity ready'.

  • 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?

    Whilst taking part in an activity you are not required to wear a face mask.

    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.

  • If I am disabled, will I have problems with access or requesting more time to access facilities?

    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.

    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.

  • 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.

  • What is your equipment cleaning process?

    For more information about our safety procedures during coronavirus, click here.

Swimming lessons

  • Why have you changed the Swim School Programme?

    For the safety of our swim school participants, we have to make a number of changes to our lessons to ensure that we can deliver a Covid-secure service in line with Government guidance. We also want to ensure that our lessons are programmed and structured with our pupils (and parents) in mind.

  • Why should my child return to swimming lessons?

    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.

  • Why are some swimming lessons coming back but not others?

    Creating Covid-secure swimming lessons is a complex and challenging task. We want to make sure that we get the process right for the majority of our customers first before we bring back more of our swimming lesson programmes. We are constantly reviewing our programming and will keep all customers updated on when additional lessons will be brought back.

  • What are the swimming lesson teacher to pupil ratios?

    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.

  • Why do pupils have to wear a swimming hat?

    This is a company policy, as well as being used to reward and recognise the individual's achievements from one ability group to the next.

  • I want to cancel my child's swimming lessons

    We have a number of options to help you through this difficult time, please complete a 'Swim School – Cancellation' request to discuss further.

  • When can I book pre-school swimming lessons?

    We are working hard to create new programmes in line with our Covid-secure operating guidelines. Swimming lessons for 3-4 year olds will be available to book in April. Lessons held in England will restart before the end of April.

  • When can I book Swimbies / parent and baby lessons?

    We are working hard to create new programmes in line with our Covid-secure operating guidelines. Swimming lessons for 0-3 year olds will be available to book in April. Lessons held in England will restart before the end of April.

    Bookings from 12th April are currently available at Waltham Forest Feel Good Centre. Click here to book.

  • When are adult swimming lessons restarting?

    Providing everything goes to plan with the government's roadmap out of the current lockdown for England, we are planning towards re-starting adult swimming lessons in May and will contact customers with more information closer to re-starting.

General lessons information

  • When are lessons re-starting?

    Visit the Covid-19: Latest information & re-opening updates section of our website for the most up to date information regarding lessons and courses resuming.

  • When are tennis lessons restarting?
    • For tennis lesson information and frequently asked questions, read our guide to re-starting tennis lessons here.
    • We are accepting new joiners for tennis lessons at participating locations. Click here to find your nearest tennis courts and enrol your child into tennis lessons.
  • When are other lessons restarting (i.e. football)?

    At this stage, it is not practical to recommence some activities and lessons, including football and basketball. Once 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.

  • When are gymnastics lessons restarting?
    • For gymnastics lesson information and frequently asked questions, read our guide to re-starting gymnastics lessons here.
    • We are accepting new joiners for gymnastics lessons at participating locations. Click here to find your nearest centre and enrol your child into gymnastics lessons.
  • Do I receive a badge or certificate?

    This depends on the lesson or course you are booking into, but in general most of our courses work towards an awards scheme which is rewarded upon complettion. Our leisure centre staff will be able to confirm if the course offers a certification. 

Library returns

  • My books were due back while you were closed – will I be fined for late return?

    All overdue charges are currently suspended, so there is no urgency and all late return fees will be waived.

  • Can I return items if my local library is closed?
    • All loans have been extended during the closure period and so no late return fees will be due.
    • Loans for libraries not yet open will be extended further.
    • If you can visit a library locally that is open, then you can return and borrow items from there.
  • Are book drops open?

    Yes, if you have returns, you can drop these through a book drop at any library for quarantining.

Library Services

  • Which libraries are open?

    Most of our libraries are now open with reduced opening hours, capacity and services and are following government and local authority guidance. 

    Please check your local library for more information about re-opening dates and opening hours.

  • What services are not be available?

    Most libraries will initally not be able to offer the following:

    • Relaxed seating
    • Study areas 
    • Hard copy newspapers and magazines
    • Borrowing from other libraries
    • Activities and events

    Check your local library here to find out what services are running.

  • Are toilets available?

    No, public toilets will not be available for use.

  • When will the library return to normal services and hours?

    Library services and hours will return when not only is it absolutely safe to do so but also as and when it’s in line with the government’s coronavirus regulations.

  • I am not a library member. Can I join?

    Sure! You can sign up to our libraries here.

  • Can I book time to use a computer?

    In some libraries, yes you will be able to book to use computers, however, computer sessions will be a maximum of 30 minutes. Please check here to see if your local library is offering this service.

Library safety measures

  • What measures have you taken / put in place to minimise risks of virus transmission?
    • Thorough cleaning by both professional cleaners and staff
    • No shared equipment unless disinfected between uses
    • Hand sanitiser stations at entrances, exits and enquiry counters
    • Screens at enquiry counters
    • Closing non-essential areas including study tables, meeting rooms and casual seating
    • Quarantining of all returned stock for 72 hours
    • Cashless payment options
    • Changes to library layouts where possible as well as introducing clear floor markings and more signage to help customers and staff maintain social distancing
    • No events or activities
  • What is my responsibility regarding social distancing in the library?
    • Practice social distancing at all times when in the library
    • Follow the guidance of our staff at all times
    • Observe all notices and practice hand hygiene
    • Floor markers and signs will indicate safe distance
  • What do I need to know before coming to the library?
    • Please do not visit the library if you feel unwell
    • Use the hand sanitiser provided when entering and exiting the library
    • Let a member of staff know if you or anyone in your household develops Covid-19 symptoms
    • Please be patient and polite with staff and observe all signage
  • Will you be temperature testing staff or members in the library?

    No

  • How are you protecting your staff?
    • The safety of our customers and staff is our number one priority. We have put an extensive range of protective measures in place. These include (but not limited to); increased cleaning specifications, hand sanitiser stations, adhering to social distancing guidelines and the closure of non-essential areas.
    • In addition, our staff will be washing their hands frequently and have been issued with cleaning materials and Personal Protective Equipment (PPE) including masks and disposable gloves. Screens have also been installed at enquiry counters.
  • Do I need to wear a face covering in the library?

    Do I need to wear a face covering?

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

  • Will the new safety 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.

  • Is it safe to handle books and library items? What precautions are in place?

    Yes, all returned items will be quarantined for 72 hours in line with Public Health England guidance before being available to borrow again.

Library loans and reservations

  • How will I be notified about my reservations?

    When your reservation is ready to collect, we’ll contact you by phone or email to let you know.

  • I had a reserved item ready to be picked up before the libraries closed – what happened to it?

    We’ll contact you to see if you’d still like it and arrange a time for you to come down and collect it.

Lewisham Leisure Centres Opening

  • What does the change of leisure operator mean for customers?

    Our goal is to make community services and spaces better for everyone and to improve the health and wellbeing of local communities.

    Better is committed to improving the customer experience and ensuring affordable and accessible leisure activities.

  • Which centres are opening first?

    Centres are currently being assessed by Better and the Council following the extended closure period.  Better will be working with the Council on the re-opening programme – details of which will be communicated to customers following the completion of the assessments.

  • As an existing leisure customer in Lewisham, is there anything I need to do?

    Customers need not do anything so please don’t worry about your membership, swimming lessons and other activities as Better will we will be in contact shortly.

  • I am not currently a Lewisham Leisure customer but am interested in joining – what should I do?

    Please complete the form below and we will be in touch.