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Coronavirus (COVID-19)

  • Coronavirus (Covid-19)

    For all Coronavirus (Covid-19) information, please click here.

     

Memberships

  • What membership options do Better have?

    We have a fantastic range of memberships from prepaid to pay and play, concessionary to corporate.  There is something available for everyone.  Have a read of our membership options

  • When do I get my membership card?

    A membership advisor will issue this to you on your first visit to the centre. Please ensure you take a valid photo ID with you and you may be asked to have a photograph taken for verification purposes.

  • I've lost my membership card, what do I do?

    Just re-order one with the reception team at your centre, however please be aware there may be charge for this, but just check with the team.

  • Can I pay cash for my membership?

    We are currently operating as cashless, all memberships can be set up online via prepaid options to pay monthly which can only be paid with direct debit or an annual fee.

  • Do you have corporate memberships?

    Yes we do! We have various options to suit, from discounted pre paid membership, please visit the membership page for details

  • What centres can I use my Better Racquets membership at?

    Better Racquets centres

    Barnet

    • Burnt Oak Leisure Centre
    • Church Farm  Swimming Pool
    • Hendon Leisure Centre

    Bromely

    • Crystal Palace National Sports Centre

    Ealing

    • Dormers Wells Leisure Centre

    Epsom & Ewell

    • Rainbow Leisure Centre

    Greenwich

    • Warehouse Sports Centre
    • Waterfront Leisure Centre

    Hackney

    • Britannia Leisure Centre
    • Clissold Leisure Centre
    • King'S Hall Leisure Centre
    • Queensbridge Sport & Community Centre

    Hammersmith & Fulham

    • Hammersmith Fitness & Squash Centre
    • Phoenix Fitness Centre & Janet Adegoke Swimming Pool

    Hillingdon

    • Botwell Green Sports And Leisure Centre
    • Queensmead Sports Centre

    Lambeth

    • Brixton Recreation Centre
    • Clapham Leisure Centre
    • Flaxman Sports Centre

    Merton

    • Canons Leisure Centre

    Reading

    • Rivermead Leisure Complex

    Reigate and Banstead

    • Banstead Sports Centre
    • Donyngs Leisure Centre 
    • Horley Leisure Centre

    Kensington and Chelsea

    • Chelsea Sports Centre

    Tower Hamlets

    • John Orwell (Wapping) Sports Centre
    • Mile End Park Leisure Centre
    • Whitechapel Sports Centre

    Waltham Forest

    • Walthamstow Leisure Centre
    • Peter May Sports Centre

    Westminster

    • Jubiliee Sports Centre
    • Marshall Street Leisure Centre
    • Porchester Centre
    • Queen Mother Sports Centre
    • Seymour Leisure Centre
    • St. Augustines Sports Centre

    Waltham Forest

    • Cathall Leisure Centre

    Chiltern

    • Chalfont Leisure Centre
    • Chesham Leisure centre

    West Oxfordshire

    • Bartholomew Sports Centre
    • Chipping Norton Leisure Centre
    • Windrush Leisure Centre

    South Oxfordshire

    • Abbey Sports centre
    • Didcot Leisure Centre
    • Henley Leisure Centre
    • Park Sports Centre
    • Thame Leisure Centre

    Rugby

    • Queens Diamond Jubilee Centre

    Swindon

    • Oasis Leisure Centre - Swindon

    York

    • York Waterworld And Fitness Centre

     

  • What is the Better complaints procedure?

    You can provide a comment or complaint directly to a member of our staff or via one of the other methods of contact. All feedback will be replied to by the delegated premises or department member of staff. You should receive a response in writing within 3 working days and will also receive details on the review process.

    If you are dissatisfied with the response or decision regarding your complaint you may ask for the response / decision to be reviewed. Such a request must be in writing and received by Better within 15 working days of you receiving the initial response. Our Centre Manager will review the complaint and the decision / response given and provide a further response. You should receive a response in writing within 5 working days and will also receive details on the appeal process.

    If you remain dissatisfied and feel that the decision you have received is unfair or incorrect (i.e. not in accordance with policy, procedures or rules) you may appeal in writing to a Senior Manager. Such a request must be in writing and received by Better within 15 working days of you receiving the first response. Please set out the grounds for appeal (such as non-adherence to a policy, unfair or incorrect application of rules or policy, new information and evidence supporting the customer’s claim or complaint, etc.). The appeals will be reviewed and considered by our Senior Manager who will issue a final response and decision within 10 working days. This decision is final and there is no further stage of appeal.

  • Why am I being asked to complete an extra level of security?

    3D-Secure is a security system that provides extra verification between banks and debit and credit cards when making online purchases. It confirms that you are the owner of a card through the use of a security code.

    Depending on the type of card you are using it is called “MasterCard SecureCode”, “Verified by Visa” or for American Express cards “Safekey”.

    When you make a purchase your card issuer may ask you to provide a security code to authorise and complete the transaction. This security code is generated by your card issuing bank and delivered to you as per your bank's chosen passcode/password delivery method. If you do not have a 3D Secure passcode or password you may be able to enrol at the point of transaction authorisation or you may need to contact your bank.

  • When will I need to enter this passcode / password?

    This additional level of security will be applied to authorise transactions. If the 3D Secure passcode/password is incorrect and 3D-Secure authentication fails you will not be able to use the card to fund a transaction until you successfully complete the 3D-Secure password question from your bank.

Gyms and Fitness Classes

  • What gym membership options do you have?

    We have gym only memberships which is a great option if all you like to do is cardio, weights and resistance machines.  Check out these great options on the memberships page. 

    *Please note gym memberships only applies to selected centres

  • Do I need to have an induction to use the Gym?

    Currently we are not offering inductions for the gym, we have three personal trainers who offer free taster sessions, for details please visit reception.

      

  • What is the minimum age to use the Gym?

    We have Junior gym sessions for 11-15 year olds, these are supervised to ensure they are getting the best out of their workout.

  • Do I need to be a member to attend one of your classes?

    No you don't, you simply need to register and pay the non member rate for the class.  Please note that it may take some time to register, so please leave enough time to do this before your class.

  • What level are your fitness classes?

    We offer a wide range of classes to suit all abilities. Some even run introductory classes which can help you familiarise yourself with the equipment and the class.

Corporate Memberships

  • What payment options do you have for corporates?

    You may qualify for a discount if you have a certain number of employees at one of our centres.    We also have full or part company contributions to help make your workforce fitter, healthier and more productive.  Check out our Corporate Memberships page for more information.

  • Is my company eligible for corporate memberships

    We work with a number of pre-selected nation-wide companies to offer their staff a discounted rate on our Better Health and Fitness membership across the Better Leisure Network.

    See if your company is selected, so you can redeem a great rate on our Better Health and Fitness memberships. 

    Company list>>

Swimming

  • What temperatures are your pools?

    This does vary dependant on the purpose of the pool.  A learning pool will be warmer for the kids than a fitness pool will be.  Just ask one of the team at your centre for the temperature.

  • Do you run adult swimming lessons?

    Yes of course! We offer a wide range of lessons to suit any ability.  Check out our Swim School site for details.

  • What are your swimming pool rules?

    1. Under 8's and non-swimmers under 16 must be accompanied by a competent adult swimmer.

    2. No more than two under 8's or non-swimmers under 16 to each competent adult swimmer*.

    3. The competent adult swimmer must actively supervise under 8's and non-swimmers under 16.

    4. Under 8's and all non-swimmers must remain in shallow water.

    5. We strongly recommend that under 8's and all non-swimmers should use armbands and/or an appropriate buoyancy aid.

    Are you a non-swimmer over the age of 16? For your safety, we recommend that a competent adult swimmer should accompany you in the water.

    Think safety,
    Swim safely.

    *Children under 5 must be accompanied on a 1-2-1 ratio by a competent adult swimmer at The Chiltern Pools, Amersham

  • What sessions are on offer?

    Currently we have Swim for fitness in our 50m Olympic pool or Swim for all in our diving pool on selected days in the week. All of these can be booked online or via our app.

Junior Activities

  • Are your Crèche's approved and accredited?

    All of our Creche facilities are Ofsted registered. This means that we are regulated and inspected to achieve excellence in the care of the children that attend.

  • Will centres be affected during school holidays?

    For up to date information please visit the borough brochures available on the borough sites.

  • What Lessons and Courses are available?

    We have a dedicated website which handles all our sports course bookings. These include various sports, swimming, performing arts and more.

Activity Bookings

  • Can I make bookings at the centre or by telephone?

    Yes you can. Simply pop in directly and speak to the reception team or call the relevent centre.

  • About booking online

    1. Online bookings are open 24 hours a day.
    2. Prepaid and Pay & Play Members are able to book activities up to 14 days in advance, from 10pm on the sixth day.
    3. Non-members can book up to 5 days in advance, from 9am on the fifth day. Activities must be paid for at time of booking.
    4. When you arrive at the centre, you can use the kiosk to get your admission ticket and then swipe/scan yourself in via the turnstile (where available).
    5. If you are a Prepaid member booking an activity that is inclusive of your membership and need to cancel your activity, you can do this online. However, if you cancel less than 5 hours in advance or you are a 'no show', you are liable to pay the cost of the unused activity in addition to your monthly subscription.
    6. Any paid for activity booked online is non-refundable.
    7. Adults participating in a junior activity must be booked as an adult activity.

Facilities

  • What access facilities are available at a leisure centre?

    These are available on the borough brochures on the borough sites.

  • When do you offer male, female or unisex sessions?

    For up to date information please visit the borough brochures available on the borough sites.

  • Can I hire facilities at a leisure centre?

    Please contact your local leisure centre to find out.

  • Do I have to pay for a locker?

    Our locker facilities are chargeable and are either 20p (non-refundable) or £1 (refundable).

    Please remember to bring change with you for your visit and speak to a member of staff with any questions.

  • Is there a place where I can leave a pram or pushchair within the venue?

    Yes we have a buggy park located by our training pool changing rooms.

Lessons and Courses questions

  • Can any one book onto a lesson or course?

    Yes – we have a wide range of lessons and courses available including both sporting, performing arts and dance broken down by stage or age to make it as relevant as possible to your ability. We have a large Adult programme as well.

  • Do you have an easy way to pay for my lessons or course?

    Yes we have three simple options of payment which include:

    Direct Debit.
    12 equal monthly payments that are debited from your account on the 1st of each month and pay for that month in advance. If you start mid-month, we ask for a pro rata (part) payment, depending on the time of month you join. In addition you will pay your 30 Day Cancellation period upfront which calculates as 1 month upfront.

    You don’t have to worry about rebooking or your child losing their place, as your child will be on the class continuously. That said, there’s no contract – you can cancel the payment at any time. Direct Debit customers enjoy a 5% discount.

    Annual payment
    Which is a one-off payment which covers your child’s lessons for the whole year. Annual customers receive a 10% discount. Please note that there is no refund available if you decide to discontinue lessons part way through the year.

    Block payment
    Pay for 14 weeks of lessons from the day you join. You will receive reminder communication when you are required to repay. Please note you will need to repay before the start of your last lesson. Refunds or credits are not given for lessons missed through illness or holidays.

    Annual and direct debit customers also receive free swimming at selected times within your local borough. Please note price discounts aren’t available in all centres.

  • What do we need to bring to my lesson or course?

    - Lots of enthusiasm! - Your confirmation of payment

    - Suitable attire for the sport. - Towel (especially for Swim School!)

    - Bottle of Water to keep hydrated - Money for car parking and lockers at the centre

    - Please bring socks for trampoline lessons

    - For Swim School you will be provided with a hat to wear during the lesson.

  • What if my child has a medical condition?

    We ensure that equality is maintained within the centre, part of the registration states if you or your child has a medical condition. If uncertain please speak your GP prior to booking.

  • What if I would like to move my child to a different centre/borough?

    That’s not a problem please contact reception at your current centre who will then be able to process a transfer request for you. Please note there maybe some price differences between boroughs.

  • What if I want to change my payment option?

    If you are paying via the block payment option, you have the option to change payment methods when you are coming to the end of your 14 week cycle.

    If you are a direct debit or annual payment customer, this can be done during block repayment weeks. It’s a good idea to cancel your direct debit a month beforehand – as you pay in advance, that month’s lessons will still be paid for. The same applies if you pay annually. In either case, make sure you choose the right date to start block payments, so that there are no payment gaps. Please note that unfortunately we cannot guarantee places on the programme if you change payment options.

  • What if I wish to cancel?

    We do not wish to see you leave us, but if you are thinking of leaving us please speak to the Lessons and Courses lead initially to discuss the reason behind your decision, there may be a resolution. If there is no resolution and you still wish to continue then the following steps are to be taken depending on your payment option:

    Block payments: you will have paid for 14 lessons, unless you repay you will automatically be removed from the register.

    Direct debit: Please email customerservices@gll.org to cancel your direct debit with the pupils name and membership number plus date of birth.

    Annual: Please complete our enquiry form to cancel your direct debit with the pupils name and membership number as well as the reason for leaving.  Enquiry form >>

  • What if my lesson is cancelled, will I be charged?

    If a lesson is cancelled for any reason whatsoever, you will not be charged for that lesson; once again there are methods in place depending on your payment type:

    For annual and block paying customers, we will credit your account for lost time – you’ll receive the credit upon your next booking.

    For direct debits, we will credit the associated bank account – please speak to the Sports Course lead for information.

    Please note all credits are at the discretion of the General Manager at the Centre.

  • Do you offer private tuition?

    Yes we do. We can deliver either 1 pupil to 1 Teacher or 2 pupils to 1 Teacher. Please enquire at your local centre for more information on availability and pricing.

  • Are the sessions mixed?

    We aim to ensure that we accommodate all participants’ needs and abilities. Please check your local facility.

  • What is the teacher pupil ratio in each class?

    Our classes whether they are in the swimming pool or in one of our dryside activities coincide with the respected National Governing Bodies for teacher pupil ratio; this gives pupils the chance to interact with one another and gives the teacher quality time with each pupil to develop their individual needs. Ratios may vary slightly between different levels and age groups.

  • What if I have an issue/complaint regarding my Lessons and Courses?

    Firstly please speak to the Manager on Duty at your local leisure centre to see if the issue can be resolved immediately.

  • Can I still get access to swimming pools outside my lessons?

    If you are a Swim School customer who pays by direct debit you will automatically have access to Better leisure centres within the same partnership. This includes access to Better swimming pools during casual swimming times, so you can continue to practice your skills.

  • When will Swimming and diving lessons start again?

    Normal swimming and diving lessons will resume from week commencing Monday 6th June.

  • Why aren’t swimming/diving lessons being moved to another Better leisure centre?

    We did explore the option to move all of our swimming and diving lesson customers into another Better centrr. However, due to the number of people subscribed to our swimming and diving lessons, there unfortunately wasn’t another Better leisure centre that could accommodate all of our customers.

  • What happens to my lessons and courses direct debit payments?

    As swimming and diving lesson have been frozen during May, no payment will be taken on or around 1st May.

    Your June direct debit will be taken as normal. However, this will be reduced to compensate people for the lesson they are missing in the first week of June and for any customers who will also miss their lesson on Sunday 1st May.

     

Gift Cards

  • What are Better Gift Cards?

    Better Gift Cards are a gift that is available as an alternative to traditional gift vouchers often seen on sale in the high street. Better Gift Cards provide much more flexibility and choice than standard gift vouchers, as they may be redeemed at any of our leisure, health & fitness and spa locations across the UK. To purchase a Better Gift Card please click here.

     

  • Where can I purchase a Better Gift Card?
  • What can I buy with my gift card or e-voucher?

    You can redeem against any of the products and services in our gyms, leisure, health & fitness and spa facilities located across the UK. To view our extensive offering, please visit the Better and Spa Experience websites.

  • How much credit can I place on a Better Gift Card?

    You can purchase with a minimum credit value of £10.00 and a maximum of £250 per gift card or e-voucher. The total purchase limit for total gift cards or e-vouchers is £2,500. For any business orders exceeding this limit please contact our corporate team. You can redeem multiple times and at different Better facilities until the amount loaded onto the card has been exhausted.

  • I have ordered a gift card. When will it be delivered?

    Better Gift Cards ordered online and to be delivered by post will take up to 10 working days to be delivered.

  • How can I check my balance?

    You can check your balance on any visit to one of our facilities, simply speak to one of our friendly staff and they will be able to assist you. You can also check your balance online at www.showmybalance.com

  • Is there an expiry date for my gift card or e-voucher?

    For gift cards and e-vouchers purchased online credit will expire 12 months after the last active card or e-voucher use. E-vouchers issued through Better referral programme will be valid for 6 months from the issue date.  

  • I have spent the money on my Better Gift Card. What do I do with it now?

    You can top up the balance on your card at any of our leisure, health & fitness and spa facilities across the UK. Simply speak with a member of staff at reception and they will assist you.

  • Can I get the cash back from my gift card or e-voucher?

    The value on your Better Gift Card or e-voucher cannot be refunded or exchanged for cash. Any value credited on a card must be used as full or part payment only at any Better facility or Spa Experience across the UK. Participating locations can be found here.

  • What happens if my gift card is lost, stolen or damaged?

    You should treat your Better Gift Card like cash. If your card is lost, stolen or damaged you will lose any remaining balance on the card.

    If you or the recipient accidentally delete the email containing the e-voucher please contact us here.

  • What are the gift card terms and conditions?

    Once activated the value of this Better Gift Card can be used as full or part payment only at any Better facility or Spa Experience in England, Wales and Northern Ireland. Participating locations can be found at www.better.org.uk. The full value of the transaction cost is deducted at point of sale. Any remaining balance will be stored on the card and may be used to pay for future purchases. Any credit remaining on a card will expire 12 months following the last active card use, and 6 months for e-vouchers issued through Better referral programme. The value on the card cannot be refunded or exchanged. Treat this card like cash – if it is lost or stolen you will lose the balance of funds on the card. Better reserves the right to amend these terms and conditions at any time or withdraw the card with reasonable notice. For full terms and conditions, balance enquiries and gift card enquiries please visit https://www.better.org.uk/giftcard

    Better is a registered trademark and trading name of GLL (Greenwich Leisure Limited), a charitable social enterprise and registered society under the Co-operative & Community Benefit & Societies Act 2014 registration no. 27793R. Registered office: Middlegate House, The Royal Arsenal, London, SE18 6SX. Inland Revenue Charity no: XR43398.

  • What is the difference between a gift card and an e-voucher?

    You can redeem a gift card and e-voucher in the same way, for the same products and services.

    Gift cards are available to purchase online or at our Better facilities. E-vouchers can only be purchased online and are emailed to you or a recipient of your choice.

    Gift cards can be topped up and re-used, whereas e-vouchers cannot be topped up.

Club Games

  • How will I get to the Copper Box Arena?

    Your borough will provide transport for competitors to and from the event, the Copper Box Arena is a 3 minute walk from Hackney Wick Station (London Overground) or Stratford Station via Westfield Shopping Centre (Central, Jubilee, DLR and mainline routes).

  • What is the start and finish time of the event?

    Registration starts from 10.15am and the presentation ceremony should be finished around 4.30pm.

  • Is there an entry fee?

    Yes, competitors pay £3.00 which must be paid to the Club Games Coordinator prior to teh games. There is also a spectators fee of £2.00.

  • Will there be other activities on the day?

    Yes, there will be lots of entertainment throughout the day and watch out for our special guests.

  • When I finish my activity, do I stay or may I leave?

    You may leave, if you have organised your own transport. Coaches will depart at 4:30pm but we’d love you to stay for the games closing cermony.

  • Do I have to provide my own equipment?

    Yes, however we will provide balls, shuttlecocks and dominoes.

  • Will there be lunch/refreshments?

    Complimentary tea, coffee and biscuits will be provided on arrival. You may bring your own lunch or purchase refreshments at the Copper Box Arena.

  • Can I keep my t-shirt?

    Yes. You will be given a team coloured t-shirt on arrival, which must be worn when participating in your event.

  • If I win my activity, do I get a trophy?

    Yes, winners of individual sports will receive a team trophy. The overall winning team will receive the
    winning plate for one year.

Cashless payment in centres

  • How do I know if my local leisure centre or gym is cashless?

    Signage in the participating cashless centre or gym will communicate the facility is cashless. If you are still not sure, please ask a member of staff at your local leisure centre or gym.

  • Why are some of your leisure centres and gyms cashless?

    In 2018, for the first time in the UK, more than 50 percent of retail purchases were made via cashless transactions and it’s a trend that’s accelerating. Better is keen to keep up with customer service trends that reflect consumer preferences. The move to cashless in participating leisure centres and gyms reduces customer queues in the centre, saves costs in handling money and eliminates the potential for cash thefts. The move does not affect members on monthly direct debits, or annual memberships unless you want to make use of additional activities and facilities outside of your current membership.

  • How can I pay if I can’t pay with cash?

    At participating cashless centres and gyms, payment for all services and activities, including fitness classes, gym, swim sessions, café and shop purchases will only be accepted when purchased online (where applicable), via card or mobile transactions in-centre or over the phone

  • How can I pay for casual activities?

    You can book casual activities in participating cashless leisure centres or gyms, online via the website or over the phone. If you would like to book in-centre you can do so by using our tablets, kiosks or at reception by card.

  • Can I purchase gift cards in centre?

    Yes, gift cards are available to purchase in participating cashless leisure centres and can be used on all of our goods and services. We will only be accepting card payments for gift cards and cards can be topped up at any point.

  • My children don’t have credit or debit cards and usually pay with cash. How can they continue to use the facilities if I’m not there?

    You can pay for your child’s visit by card in advance online or by phone. Alternatively, we have partnered with Nimbl, a pre-paid debit card and smartphone app with unique parental controls, helping children aged 8-18 learn how to spend and save responsibly. More information can be found on their website. Alternatively, contact Nimbl via email: help@nimbl.com or call Nimbl on 02476 994 000.

  • Will I be able to pay for drinks or snacks with cash?

    In participating cashless centres and gyms, vending machines and cafés will not accept cash.

Lessons and courses

  • When are swimming lessons restarting?
    • For swimming lesson information and frequently asked questions, read our guide to re-starting swimming lessons here.
    • We are accepting new joiners for Better Swim School at participating locations. Click here to find your nearest pool and enrol your child into swimming lessons.
  • 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. gymnastics, football)?

    At this stage, it is not practical to recommence all activities and lessons, including gymnastics, 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.

General leisure centre operations

  • 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 are currently unavailable?

    At this stage, with the current restrictions, it is not practical to recommence some activities and services, including (but not limited to) some fitness classes and all swimming lessons. 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?

    You are not required to wear a face covering if you’re:

    • Taking part in a fitness activity; for example Gym, Swim or Fitness Class
    • If your passing through the building to take part in an activity (excluding Wales)
    • Fall into any other group exempted by Government advice; for example children under 11

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

      • Visiting a leisure centre in Wales (from 14th September)
      • Visiting a Library
      • Undergoing a Spa treatment
      • Spectating an indoor activity; for example Swimming lessons, Ice Rinks, Soft-Play or Trampoline Parks
      • Participating in Spa Experience treatments (excluding facial treatments)
      • Participating in ten pin bowling
  • 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 accessing leisure centres?

    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.

  • 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.

  • If I am disabled, and require additional time will this be allowed?

    Yes if you need to get to your session we will 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.

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 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 '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 most of our locations have now re-opened across the UK, we have communicated via email to inform members when their membership freeze will be removed and when membership payments will restart.
    • This applies to annual, monthly, and pay and play adult and junior memberships.
    • If you hold an annual membership, we will automatically apply an extension to your membership, so you don't have to do a thing.
    • We've upgraded all memberships with UK-wide access, giving members flexibility to enjoy activities wherever they are.
    • If a location is initially not re-opening, members will be advised via email, and if there is no alternative location nearby, memberships will remain frozen. For up-to-date membership information, click here.
  • How do I remove the freeze from my membership?

    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.

  • 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.

  • 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. 

     

  • 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 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.

Libraries

  • What can I expect the first time I visit the library?
    • There will be some changes since your last visit.
    • The number of customers allowed in the library will be limited and clearly advertised at entrances
    • To avoid congregation outside libraries please maintain social distancing.
    • You will not be able to enter the full main body of the library to browse, study or use casual seating. Only available, computers, enquiry counters and library foyer
    • Areas you can access within the library will be clearly signposted
    • Areas for the quarantining of returned stock will be clearly marked and should not be entered.
    • Areas for the storage of non essential furniture will be clearly marked and should not be entered
    • Public computers available for use will be clearly signposted – due to social distancing the number of workstations available is reduced and so sessions will be for 30 minutes only.
    • A member of staff will be available upon arrival to assist with any questions you may have.
    • As you enter the library you will see yellow and black Covid-19 signage. Please take notice of these signs as they are placed for your awareness and safety.
    • Physical distance spacing will be marked out and there will be poster reminders throughout the library.
    • Hand Sanitisation stations will be in place at entrances/exits.
    • Enquiry counters will be fitted with Perspex screens.
    • You will also see staff members doing regular cleaning.
    • Please help our staff and your fellow library users by wiping down shared equipment with the provided cleaning materials before and after use.

Returns

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

    All loans have been renewed until 1st August 2020, so there is no urgency and all late return fees will be waived.

  • I cannot return items as my local library has not yet reopened?
    • All loans have been extended during the closure period and so no late return fees will be due.
    • Loans for libraries not yet reopened will be extended further
    • If you can visit a library locally that has reopened 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

  • When will libraries reopen?
    • We are currently planning for some of our libraries to reopen on 6th July, following government guidance and local authority consultation.
    • Libraries will reopen with reduced opening hours, capacity and services.
    • Please check your local library for more information about reopening dates and opening hours.
  • What services will not be available when libraries reopen?

    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.

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.

Loans / 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.

Tennis Lessons

  • What are the key changes to tennis lessons?

    All our tennis lessons follow Government and industry guidance to ensure that all children, parents and teachers can adhere to Covid-secure measures. The key changes we have made are:

    • All tennis lessons have staggered start times to reduce the number of people in areas of the centre.
    • Introduction of Tennis Managers responsible for making all lessons COVID-19 Secure.
    • All Tennis Coaches will deliver from courtside for all tennis lessons.
    • All tennis lesson equipment is disinfected before, during and after all lessons.
    • All tennis lesson capacities have been designed to ensure that all pupils can socially distance while in lessons
    • Marked zones for pupils
    • Designated bag zones
    • Hand sanitiser stations available on court
    • Tennis lesson activities have been reviewed to ensure we can teach a broad range of skills while ensuring COVID-19 Secure measures are maintained.
  • How long do I need to arrive before the start time of tennis lessons?

    All customers need to arrive on time for tennis lessons (not early or late) tennis ready and in the centre specific Tennis Lessons Drop Zone. The Queue Supervisor and Centre staff will be on hand to support during the first few weeks to show where this area is and explain the whole customer journey process.

  • Will changing areas be available?

    There will be no changing areas available. We ask that all pupils (junior and adult) arrive at the centre already changed and with their sports clothes on. If for any reason you cannot get your child 'tennis ready' before getting to the centre we will have limited areas for them to change.

  • Can parents and/or guardians spectate?

    To ensure that all parents and/or guardians can social distance while spectating we ask that only one adult accompany a child/children to tennis lessons. Each centre has allocated new spectating areas. This may be on the viewing gallery or new areas of the centre. We have prioritised viewing gallery spectator provision for our 5-8 year-old classes. The Queue Supervisor will explain where these are for each class during the first few weeks.

  • Do I have to wear a face covering if I am spectating?

    In line with Government regulations we ask all parents and/or guardians to wear a face covering while spectating tennis lessons in centre.

  • What if I am running late?

    The cut off time for all tennis lessons is the start time of the lesson; this is why we ask all customers to arrive at the start time. Queue Supervisors will try to accommodate customers who are late due to circumstances out of their control but this will be dependent upon lesson capacities and may not be possible.

  • What if I have more than one child in different tennis lessons?

    Where you have children in different lesson start times, both children can be taken to the Tennis Lesson Drop off Zone 'tennis ready'. Your child can then stay with you in the spectator area until their lesson start time.

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

    Creating Covid-secure tennis 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 tennis 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 tennis lesson ratios?

    The average ratio for all our junior and adult tennis lessons is 1 Tennis Coach to 8 pupils.

  • Can I or my child take a bag on court?

    There will be designated areas on court to leave bags. Please ensure your bags are placed in the designated area.

  • Will there be drinks breaks during the lessons?

    There will be regular drinks breaks during each lesson. Please ensure you/your child brings a bottle of water with them for the lesson to reduce the amount of people visiting the drink fountains.

Home Portal

  • How do I activate my Home Portal?

    A Home Portal account is created when you join online is automatically activated when you make your first booking.

  • I cannot log in to Home Portal / I have forgotten my password

    You can log into your Home Portal account by visiting the Better Lessons and Courses website here and logging in with your your email address or barcode and password.

    If you have forgotten your password, click the Forgotten your password? link on the Better Lessons and Courses website and you will receive a password reset email to your registered email address.

  • I cannot access Home Portal

    During times of high volume, you may experience issues logging into your Home Portal account. Please continue to revisit Home Portal and try again, if the system is busy you will be entered into a queueing system which will display your waiting time until you can access the site.

  • I want to change the day or time of a lesson

    Log in to your Home Portal account and select the "move" option, choose your new lesson and confirm, you will receive an email confirming your booking change.

New Swim School Programme

  • Why are we changing 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 are pupils being reassessed?

    Children have missed nearly 6 months worth of lessons this year and skills in the pool will have regressed during this period. Our swimming teacher teams will be completing initial assessments to ensure that we can support and develop the skills which need the most focus during the first 4-6 weeks of lessons. All pupils will be assessed against their progress based upon their ability to demonstrate water confidence and achievements against the ability group criteria.

  • What is Team Teaching?

    Team Teaching is the approach used where multiple Swimming Teachers work with a class to ensure that all pupils’ needs are met. Rather than one teacher being responsible for one class, teams are led by our Lead Swimming Teachers to ensure that each lesson is flexible and adaptable to what each child needs to develop. This approach helps us increase overall active learning. Pupils will work with the same team of teachers for their class, but may have different teachers working with their group depending on what has been planned by the Lead Swimming Teacher.

  • What is Active Learning Time?

    Active Learning Time is the measurement we use to assess how much movement and engagement takes place in each lesson. Active learning includes: every time a pupil is moving, swimming and receiving feedback or support. The more active pupils are the more they should progress.

  • What are the lesson 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.

  • When will assessments take place?

    Progress will be tracked against what children are learning each week by the Lead Swimming Teacher and Teaching Team. The focus during the first 4-6 weeks of lessons restarting is to ensure all children re-learn the basic skills to feel safe and confident in the new normal for swimming lessons. During the first 4-6 weeks, Lead Swimming Teachers will ensure that pupils are working towards the correct awards and are in the correct class for their ability. Pupils will achieve individual awards with each level.

  • Will my child still get badges & certificates?

    Due to Covid-secure measures, we will not be able to issue physical badges and certificates. You will still see your child’s progress on Home Portal. We are working to develop a digital certificate system to replace physical certificates at this time. More details will be announced in due course.

  • 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.

Swim School Memberships and Payments

  • 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.

  • 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 enquiry here to discuss further.

  • I cancelled my child's lessons. How do I reactivate the lessons again?

    To reactivate your child's lessons, you will need to re-join again. We are accepting new joiners for Better Swim School at participating locations. Click here to find your nearest pool and enrol your child into swimming lessons.

  • How do I know if my lesson is restarting?
    • Each location will need to make an assessment based on whether they can facilitate safe activities and lessons within their facilities. Where they choose for lessons or services to remain suspended, please respect this decision.
    • Where lessons are running again, we have communicated via email to inform parents / guardians that lessons will be resuming.
    • To find out if your local pool has restarted swimming lessons, enter your location into the green box at the top of this page and click on the checkbox 'Only show locations with current availability'. 
    • For the safety of customers and staff and to ensure we can maintain current safety measures, the initial re-start of swimming lessons applies to group lessons for children over 5 years old only.
    • Lesson programming for 1-to-1 lessons, pre-school, parent & baby, and adult lessons are currently under review and remain suspended.
  • What is happening to my lesson payments?
    • If a location is open and re-starting swimming lessons, we have communicated via email to inform swimming lesson members when their membership freeze will be removed and when lesson payments will restart.
    • If a location remains closed in the short-term, members will be advised via email, and lesson payments will remain frozen until we are ready to welcome you back.
    • If a location remains closed long-term, members will be advised via email with the opportunity to move to an alternative location nearby.

Swim School Safety Measures

  • How long do I need to arrive before the start time of lessons?

    All customers should arrive 10 minutes before the start time of their lesson in the centre specific Swimming Lesson Waiting Zone. The queue supervisor and centre staff will be on hand to support during the first few weeks to show where this area is and explain the customer journey process.

  • What does ‘pool ready’ mean?

    We ask that all children arrive to the centre with their swimwear underneath clothing such as a tracksuit or onesie (something easy to remove). Once customers are at the Swimming Lesson Drop Off Zone, we will ask all children to ensure they have their swimsuit or trunks, swimming cap and goggles. If for any reason you cannot get your child pool ready before getting to the centre we will have limited areas for them to change.

  • Where do parents and/or guardians spectate?
    • To ensure that all parents and/or guardians can social distance while spectating we ask that only one adult accompany a child/children to swimming lessons.
    • In some cases, spectating may not be available, but an area elsewhere in the facility will be allocated for you to wait whilst your child’s lesson is taking place.
    • If spectating is available, these areas may be existing spectator areas or new areas of the centre, like poolside.
    • The Queue Supervisor will explain where these are for each class during the first few weeks.
    • We ask that all parents and/or guardians remove shoes when entering poolside to help us maintain a clean poolside.
    • Please consider what to wear if spectating on poolside due to the high temperatures.
  • Do I have to wear a face covering if I am spectating?

    In line with Government regulations we ask all parents and/or guardians wear a face covering while spectating swimming lessons in centre.

  • Why do we have limited time in the changing rooms?

    All children and parents and/or guardians will have access to changing rooms after lessons. We ask that all customers keep to the 10 minute allocation to ensure we have time to keep these areas clean and keep our lessons running on time.

  • What if we are late?

    The cut off time for all swimming lessons is the start time of the lesson; this is why we ask all customers to arrive 10 minutes before the start time. Queue Supervisors will try to accommodate customers who are late due to circumstances out of their control but this will be dependent upon lesson capacities.

  • What if I have more than one child in different lessons, what do I do?

    Our new model is designed around our customers to reduce waiting between lessons. You can choose to move your children to times (via Home Portal) that are more convenient for you. Where you have children in different lessons that start 15 minutes apart, both children can be taken to the Swimming Lesson Drop off Zone pool ready. Your child can then either stay with you in the spectator area (if on poolside) or wait on poolside with the Teaching Teams.

  • Who can I speak to if I have any questions?

    The Queue Supervisor will be able to answer any questions you may have about our new lessons.  If you have any questions before your lesson, please complete the contact us form on our website. 

     

     

  • Why are swimming teachers not teaching from the water?

    We are following industry guidance to protect our staff from the risk of Covid-19 transmission. We have ensured that additional equipment is available to support children who are non-swimmers or swimming out of their depth. Our Swimming Teachers are trained to deliver all abilities from poolside. As Government guidance is revised we will review our programme to allow our teachers to deliver from the water.

  • How can I access my barcode to scan for entry into the leisure centre?

    On the home page of your Home Portal account you will be able to hover over pupil name(s) towards the top (task bar) which will allow you to select the option to access barcode. Once selected, you will be able print screen and use via your smart phone or print and bring along with each visit.

  • How many entries will my barcode allow?

    The barcode will allow up to 3 swipes per visit to enable pupils and guardians entry within the lesson period.

Gymnastics Lessons

  • Why are we changing the Gymnastics Lesson Programme?

    Due to COVID-19 we have to make a number of changes to our lessons to ensure that we can deliver a COVID-19 Secure gymnastics lessons service inline with Government polices.

  • What are the key changes?

    A new Customer Journey ensuring that we manage the flow of customers through the building and during and after lessons enabling social distancing has been implemented across our centres. A new delivery model that ensures our lessons are safe, progressive and fun for all children taking part. Enhanced cleaning measures throughout the centre.

  • How have you made lessons COVID-19 Safe?

    All our gymnastics lessons follow Government and industry guidance to ensure that all participants, parents/guardians and coaches are COVID-19 Secure. The key changes we have made are:

    • All Gymnastics Coaches will deliver non-contact gymnastics activities for all lessons.
    • All gymnastics lesson equipment is disinfected before, during and after all lessons.
    • All gymnastics lesson capacities have been designed to ensure that all pupils can socially distance while in lessons
    • Pupils will be in set groups with a designated coach, to minimise cross-contact
    • Marked activity zones for pupils and coaches
    • One-way systems around the gymnastics delivery area
    • Designated Drop off and Collection Zones
    • Designated bag zones
    • Hand sanitiser stations available during lessons
    • Gymnastics lesson activities have been reviewed to ensure we can teach a broad range of skills while ensuring COVID-19 Secure measures are maintained.
  • How long in advance do I need to arrive before the start time of gymnastics lessons?

    All customers need to arrive, ‘gymnastics ready’, 5mins prior to their gymnastics lesson start time, in the centre specific Gymnastics Lesson Drop Off Zone. Gymnastics coaches and Centre staff will be on hand to support, to show where this area is and explain the whole customer journey process.

  • What does ‘gymnastics ready’ mean?

    There will be no changing areas available. We ask that all pupils (junior and adult) arrive at the centre already changed and with their gymnastics clothes on. If for any reason you cannot get your child gymnastics ready before getting to the centre we will have limited areas for them to change.

  • Where do parents/ guardians spectate?

    To ensure that all parents/guardians can social distance while spectating we ask that only one adult accompany a child/children to gymnastics lessons. Where possible, each centre has allocated specific spectating areas. This may be in the Viewing Gallery or a new area of the centre. We have prioritised Viewing Gallery Spectator provision for our under 8 year-olds, and pupils with additional needs.

  • Do I have to wear a face covering if I am spectating?

    In line with Government regulations we ask all parents/guardians to wear a face covering while spectating gymnastics lessons in centre.

  • What if we are late?

    The cut off time for all gymnastics lessons is the start time of the lesson; this is why we ask all customers to arrive ‘gymnastics ready’, 5mins prior to the lesson.

  • What if I have more than one child in different lessons, what do I do?

    Where you have children in different lesson start times, both children can be taken to the Gymnastics Lesson Drop off Zone gymnastics ready. Your child can then stay with you in the spectator area until their lesson start time.

  • Who can I speak to if I have any questions?

    The Gymnastics Coaches, or Centre Staff, will be able to answer any questions you may have about our new lessons.

  • Why are some lessons coming back but not others?

    Creating COVID-19 Secure gymnastics 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 gymnastics lesson programmes. We are constantly reviewing our programming and will keep all customers updated on when additional lessons will be brought back.

  • What if I am not ready to come back to gymnastics lessons?

    If you are not ready to return to gymnastics you can freeze your membership for a further month. Please be aware that after the initial month, your place may be filled and if you do decide to return you may have to attend an alternative day.

  • What are the lesson ratios?

    The ratios for gymnastics lessons will be dependent on each centre’s gymnastics facility capacity, following government guidance on indoor activities, but will always adhere to British Gymnastics ratio guidance.

  • Can participants take a bag into their gymnastics lesson?

    We recommend that the majority of belongings are left with parents/guardians, however many centres will have designated Bag Zones within the gymnastics facility Please ensure your bags/belongings (ie drinks bottles) are named, and are placed in the designated area.

  • Will there be drinks breaks during the lessons?

    There will be opportunities for pupils to have drinks breaks during each lesson. Please ensure you/your child brings a named bottle of water with them for the lesson.

  • My child has a disability – can they still attend their gymnastics lesson?

    Yes, your child can still attend their lesson. We may need to speak to you prior to your child’s return, to discuss any specific requirements or considerations.

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 reopening 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.