high Alert
Covid-19: Latest information & re-opening updates
- More info »

Jump to

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?

    Your membership number may not be connected correctly to your online booking account. Follow the steps below to connect your membership to your 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. Unfortunately, we are unable to accept cash at the present time.

  • 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 at participating locations included within their membership.
    • 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 in advance can I make a booking?
    • Swimming, gym, fitness classes and other sport activity bookings will be available 7 days in advance for members, from 6pm for swimming, 8pm for gym and from 10pm for fitness classes and other activities. Activity bookings will be available 5 days in advance for non-members.
    • Trampoline, soft play, birthday parties and Spa Experience treatment bookings will be available one month in advance in most locations.
  • 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 also available and provide the membership holder with 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 fitness classes only.

  • How many activity bookings can I make per day?

    Each customer is allowed one booking for each activity type per day. Members may incur a charge for multiple bookings of the same activity on the same 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 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?

    We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

  • Can I bring someone with me?
    • England only: Spectators and/or visitors will be permitted entry for selected activities. All non-members entering a location are subject to an admission or participation fee.
    • Belfast and Cardiff only: Due to government restrictions, we have maximum capacities for all pre-booked sessions. Spectators and/or visitors will not be permitted entry.
  • Can I bring my carer with me? Do carers require a membership?
    • England only: Yes, you can bring your carer with you. 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.
    • Belfast and Cardiff only: 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 can I view a leisure centre's activity timetable?
    • You can view available activities and session times on the Better UK app.
    • Alternatively, 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?

    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 don’t want to see you leave. If you’d like to review your membership type or request a cancellation, please complete a Customer Service enquiry here. We’re always here if you’d like to come back.

General centre information

  • 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 parking 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?

    Please check the Activity Prices tab on the individual centre's webpage here. You can also find activity prices 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.

  • What outdoor activities are available?

    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.

  • 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. Please do not bring valuables to the leisure centre.

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
    • Listen to our staff at all times and follow their instructions
    • Wipe down all equipment before and after use with the provided cleaning materials
    • Bring a sweat towel, your own drinking water and hand sanitiser
    • Respect the personal space of others at all times
    • Do not use any equipment that has been placed out of use

    Additional measures for Cardiff and Belfast locations only:

    • For your safety, if you do not arrive for your booked time, you may 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
    • Follow one way systems and Covid Secure notices and signage
    • Stay within marked zones or areas
    • 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?
    • We have continued with our enhanced cleaning regime
    • 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 commitment to your health, wellbeing and safety, 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
    • 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
    • Gym users are asked not to use their sweat towels to wipe down equipment
    • For more information about our commitment to your health, wellbeing and safety, click here

Attending 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
    • Listen to our staff at all times and follow their instructions
    • Wipe down all equipment before and after use with the provided cleaning materials – not your towel.
    • Bring a sweat towel (for personal use only), your own drinking water and hand sanitiser
    • Do not use any equipment that has been placed out of use

    Additional measures for Cardiff and Belfast locations only:

    • For your safety, the safety of users and to meet our capacity 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
    • Follow one way systems and Covid Secure notices and signage
    • Stay within marked zones or areas
    • Respect social distancing at all times - Keep 2 metres distance between you and other people
    • 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?

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

  • What are the new procedures for fitness classes?
    • Fitness classes may have limitations on capacity in order to maintain appropriate physical distancing. This will differ by class and by centre. To make things easier, we encourage you to pre-book your fitness class session, so you can secure your spot ahead of time.

    Additional measures for Cardiff and Belfast locations only:

    • Fitness classes will have limitations on capacity in order to maintain appropriate physical distancing. This will differ by class and by centre.
    • 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).
  • 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 a fitness 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 and offered a rebooking into a future class utilising the payment from the cancelled class.

Centre safety measures

  • 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.

    Additional measures for Cardiff and Belfast locations only:

    • 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.

  • Are changing rooms, showers or toilets available?
    • Changing rooms, toilets and showers will be open for customers.

    Additional measures for Cardiff and Belfast locations only:

    • Changing rooms, toilets and showers will operate with reduced capacity limits. We encourage customers to arrive 'activity ready'.
  • Are water fountains available?

    Water 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?

    England locations only:

    • Safety measures such as face coverings and social distancing will be optional as part of the easing of lockdown restrictions in England. Please follow the guidance of your local area as face coverings may be highly encouraged in particular locations.

    Cardiff and Belfast locations only:

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

  • What measures and changes can I expect when I visit the leisure centre?

    As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on four key areas designed to continue to keep everyone in our community healthy and safe.

    • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
    • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where larger activity space is available, (including sports halls, pitches and tennis courts) leisure centres may run activities in these locations.
    • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to book your activity in advance, either online or via the Better UK app. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your membership or booking reference barcode (via card or the Better UK app) to enter.
    • Play your part: From cleaning your equipment before and after use, respecting the personal space of others and staying home if you feel unwell, everyone has a part to play in keeping each other safe.

    A member of staff will be available upon arrival to assist with any questions you may have.

    Additional measures for Cardiff and Belfast locations only:

    • You will only be able to enter the leisure centre or gym at the commencement of your booked activity session.
    • To avoid congregation outside the facility please do not arrive early and if queuing, you will be asked to maintain physical distancing.
    • 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.
    • 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.
    • At the conclusion of your activity, please exit the building promptly, adhering to physical distancing guidelines.

Swimming Lesson Information

  • Why have you changed the Swim School Programme?

    Following customer research and insight from our experience of running the UK’s largest Swim School, we have created a simpler set of classes for juniors. Our new programme focuses on a set of achievements linked to a set of skills and distances achieved which are natural and progressive milestones for every child to become the best swimmer possible.

  • 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.

  • 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 to improve the safety and hygiene in our swimming lessons, 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 don’t want to see you leave. If you’d like to review you or your child’s lessons or request a cancellation, please complete a 'Swim School – Cancellation' request. We’re always here if you’d like to come back.

  • When can I book pre-school swimming lessons?

    Swimming lessons for 3 to 4-year-olds are now available to book. Find out more on our Better Swim School page. 

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

    Swimming lessons for 0 to 3-year-olds are now available to book. Find out more on our Better Swim School page. 

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?

    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.

Library Services

  • Which libraries are open?

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

  • Are toilets available?

    Yes, public toilets are available to use.

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

    Please check your local library for more information about opening hours.

  • 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?

    Yes, please contact your local library to do so.

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
    • 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
  • What is my responsibility regarding social distancing in the library?

    Social distancing will be optional as part of the easing of lockdown restrictions in England but we ask you to please respect the personal space of others as part of our our Safer, Better, Stronger commitment. 

  • 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?

    Safety measures such as face coverings will be encouraged as part of the easing of lockdown restrictions in England.

  • 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.

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.

Trampoline and Play Park FAQs

  • How old do I have to be to visit the park?

    Anyone aged 4 and over can use the park.

  • I'm not an adult, can I visit the park alone?

    If you are under 8 you will need to be accompanied by an adult.

  • Can I visit the park without booking?

    Please book online or via the app before you visit the centre. 

  • Can I come to the Trampoline Park to watch only?

    Viewing areas are available at most of our locations and reserved for parents, guardians or carers to watch over ticketed participants. Viewing area not available in Bath.