Help Centre

To purchase and book a session for swimming, gym or other activities, click here.

If you hold a membership with us, your membership number may not be connected to your booking account or the activity you are booking is not included in your membership type. To ensure you are not being charged for activities included in your membership, your booking account must be linked to your membership. Click here for further information about setting up your booking account.

To reset your password

• Visit the Better customer portal here
• Click the 'Log in' button
• Click ‘I have forgotten my password’ and then enter your email address or Customer ID and select 'Continue'
• You’ll then be sent an email with a link to reset your password

To update your password

• Log into the Better customer portal here
• Click 'My details' from the options on the grey navigation bar
• Under the 'personal details' section, you will find an area to update your password
• Click the 'Save changes' button to confirm your updated password

Payments are required at the time of booking. Note that most of our centres are cashless. Please check with your local centre for more details.

• 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 as you Go 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

If you would like to cancel your membership before the transfer date to GLL, please contact your existing Leisure Provider.

• 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.
• Activity sessions are subject to availability and programming.

• You do not have to be a member to attend an activity or make a booking, however, you will need to create a free online account before you can book an activity.
• Pay as you Go memberships are also available to purchase and provide the membership holder with discounted activity fees. 
• Visit the Better customer portal and select 'create an account', or visit our video guides to booking to learn how to create a free online account as a non-member.

• Customers are encouraged to book online to guarantee their activity date and time.
• Bookings can be made online by selecting your preferred venue here, or via the Better UK App.
• Click here for information about booking activities online or via the Better UK app.

We are offering waiting lists to membership holders for fitness classes only. When an activity timeslot becomes available, you will be notified by email. Booking into a timeslot from a waiting list is on a first come, first served basis.

Yes, you can book sessions at other Better leisure centres. You may be charged a fee if the location or activity is not included within your membership.

A £3 no show charge is automatically applied to your account if the activity booking is not attended. This charge will also be applied if you forget to scan your membership barcode or bypass the barcode reader on entry, as our system will not know you have attended. The £3 charge may be paid online or via the concierge at your leisure centre. Further booking privileges are also suspended until any outstanding fees are paid.

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 and you will be able to use your member card on the Better UK app to scan yourself in on arrival. Alternatively, all bookings are confirmed via email. 

• 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, they can be found by searching for the centre here. Timetables are updated regularly, so if there are programme changes, the latest information will be shown on the timetable.

Yes!  Most of our fitness classes are suitable for all ages and abilities and are encouraged to work at your own pace along with our fitness instructor’s guidance. Our basics range of classes are particularly suitable for beginners and those new to exercise, details are available on our Better app and website.

You may also enjoy our 'Give it A Go' programme - available at no extra cost with any Better Health membership to support you to become more physically active. Following an initial health check, you'll be given a six week programme with a range of tailored activities to simply give it a go. At the end of the six weeks you'll feel more confident to find the right activities to keep you moving. For access to our Give It A Go programme, visit here for more information.

Fitness classes vary in length depending on the discipline from 30, 45, 50 minutes. Please check the Better booking app or website for details of a particular class length.

If you are no longer able to attend a booked fitness class, please cancel your booking at least 4 hours prior to the start of your booking so the slot can be given to the next person on the waiting list. If you fail to cancel, you will incur a £3 charge and have your future booking rights blocked until this is paid off.

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.

If you have a membership that includes gym access then you are no longer required to book and can simply turn up and scan your membership card or barcode on the app to gain entry to the gym.

All our fitness classes are now running. Visit the fitness classes section of our website for a list of fitness classes. All activities are subject to availability and programming.

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.

We encourage members to use their own equipment where possible in our fitness classes but fitness equipment will be provided where needed. Please remember to wipe down all equipment before and after use with the provided cleaning materials.

You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating due to pregnancy or medical reasons. If you’d like to freeze your membership type, please follow the instructions below.

Via desktop

• Log into the Better customer portal here
• Select 'My Account'
• Click 'Memberships' from the options on the grey navigation bar
• Scroll down the page and select the 'Manage membership' button
• Select your reason for requesting a membership freeze
• Choose your membership freeze start date and time period

Via mobile or the Better UK app

• Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
• Ensure you are logged in and select 'Account'
• Select 'Memberships' from the drop down options
• Scroll down the page and select the 'Manage membership' button
• Select 'Submit a freeze request' and follow the instructions to request a membership freeze.

We may require reasonable evidence to support your request which can be uploaded when submitting a membership freeze request.

Yes, you can change your membership type 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. 

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.

We dont want to see you leave, before you decide, review alternative membership options available to you here A Charitable Social Enterprise. Join us now. (better.org.uk) or via the Better UK App where you can change your membership via the 'My Account' button and then by clicking on 'My memberships'. followed by 'Manage Memberships'.

If you are unable to find a suitable alternative membership, you can cancel your membership and review your final payment date by following the instructions below.

Via desktop

• Log into the Better customer portal here
• Select 'My Account'
• Click 'Memberships' from the options on the grey navigation bar
• Scroll down the page and select the 'Manage membership' button
• Select 'Cancel membership' and follow instructions on screen

Via mobile or the Better UK app

• Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
• Ensure you are logged in and select 'Account'
• Select 'Memberships' from the drop down options
• Scroll down the page and select the 'Manage membership' button
• Select 'Cancel membership' and follow the instructions on screen

We will be very sorry to see you leave and we’re always here if you’d like to come back.

Yes, you can freeze your membership for Ramadan 2024 between the dates of 10 Mar 2024 –  9 Apr 2024.

You can request to freeze your membership in the "my account area" on the website or Better UK App. Selecting Ramadan Freeze as the option.

Please note the following: 

• You can freeze your membership for 1 month only.
• You will not get access to the Better facilities during the freeze period unless you pay.
• You can select the start date of the freeze, this should co-inside with the Ramadan period, we suggest selecting 10 March 2024.

During the joining process you will be given the option to select your desired Direct Debit collection date.  This date will need to remain the same for the duration of your membership.

Bank details can be updated, provided you have an active Direct Debit instruction.  Please contact us via our Customer Service team here as soon as possible if you require further assistance.

If you are unable to visit us in person, please submit a message to our Customer Experience team via our website and we'll get back to you shortly.

To reactivate your membership, you will need to join again here. 

View the Memberships section of our website for further information about joining as a new member.

We have a range of Better Health memberships to make the most of a healthier lifestyle with inclusive access to our gyms, swimming pools and fitness classes, plus discounts on a range of other activities. Explore your options here. 

Tours of the facilities are available with a member of the centre team. Check opening hours at your local leisure centre and pop in for a tour during those hours.

We have a range of discounted Better Health memberships available for students, disabled people and corporate employees. Find out more here.

Some of our membership requires proof of eligibility, this should be uploaded via your online account either via the app or website.

Please ensure that when you are uploading proof you provide First Name, Surname & valid date. Please see dates we accept next to the eligibility proof and any other details depending on eligibility (e.g. Company name and logo or Place of study name and logo etc...)

We accept the following documents if you are providing eligibility proof for a membership:

Concessionary

• Housing Benefit ~ (date within 1 year)
• Income Support ~ (date within 1 year)
• Job Seekers’ Allowance ~ (date within 1 year)
• Working Families Tax Credit ~ (date within 1 year)
• Carers Allowance ~ (date within 1 year)
• Universal Credit ~ universal credit payment page (date within 3 months), value greater than £0
• Residence Permit Card with refugee settlement ~ (date within 1 year of issue date)
• Application Registration card (ARC) Asylum Seekers ~ (date within 1 year of issue date)
• Pension credit ~ (date within 1 year)
• Freedom Bus Pass (Yellow) ~ (with a valid date)
• Blue Badge (back display of the badge) ~ (with a valid date)
• Disability Personal Independence (PIP) Payment ~ (date within 1 year)
• National Disability Card ~ (with a valid date)
• Disabled Persons Railcard ~ (with a valid date)
• Employment & Support Allowance ~ (date within 1 year)
• Disability Living Allowance ~ (date within 1 year)
• War time Pension Holders ~ (date within 1 year)
• Attendance Allowance ~ (customer full name, within 1 year)

Senior 66+ *

• 60+ London Oyster Photo-card ~ (with a valid date)
• Driving License
• Birth Certificate
• Passport
• Freedom Bus Pass (BLUE) ~ (with a valid date)
  
  *Minimum age eligibility of 66 applies but may vary in different leisure centre locations. Please check the membership criteria on the join site for more detailed information.

Student *

• Student enrolment letter/email ~ (current academic year required)
• Student ID ~ (current academic year required)
• Letter From School/College/University ~ (current academic year required)
  
  To be eligible, please send through a photo of your student card with current year plus proof via a letter that your course is minimum 16 hours of study per week.

International students qualify for membership enrollment.

Corporate

• Letter from Company ~ (date within 1 year)
• Staff ID
• Staff payslip ~ (date within 3 months)
• Blue Light Card ~ (with a valid date) (NOT for NHS corporate)
• NHS ID Card (Belfast HSC ID Card)

If your document has been rejected you will have received an email informing you of the reason why, you will be required to upload new documentation within 20 days of your join date to avoid your membership being suspended.

Once your membership is suspended you will need to re-join and pay any fees required at point of joining.

Reasons of rejection: 

• Student proof of college, University or Higher education required
• The corporate company you have uploaded proof is not on our approved list of companies
• Eligibility document needs to be in colour
• No name on document
• Name on document doesn’t match the name we have on our records
• Proof of Child and Parent/Guardian name needed along with relevant eligibility proof
• Joined on incorrect membership due to age restriction
• Senior Age proof doesn’t match eligibility age for option selected

- To check the eligibility age for your membership please visit our membership join site.

• Date on the document is too old

- Dates need to be within the last 3 months or have a valid to and from date on document

- Residence Permits with Refugee Settlement status or Application Registration Cards (ARC) must have been granted within the last 12 months from the time of applying or joining.

• Wrong document loaded

- The document provide doesn’t match the criteria we accept for the membership chosen

• Unclear scan

- The document provided is not clear so we are unable to approve

- Attempt to rescan or upload in a higher quality

• Original document has been altered

- It appears that that original document has been altered so we are unable to approve unless the original document is provided

• Missing information (e.g. Name, Date, Company)

- Name or date is missing from the documents provided

- If joining in a corporate membership your eligibility proof must contain the company you work for (and for this to match our corporate list)

• Incomplete or conflicting information

- Meaning the information provided doesn’t match the eligibility reason

- Name on document is different from name on your Customer account

Other considerations:

• Senior age is set to 66+ in most locations. You will be required to provide the correct age proof when joining on a Better Health Senior membership.
• When joining on a Corporate membership you will need to provide proof that you work for the company you selected, to check if you company is eligible please visit our membership join site ,  select the location you wish to join and the membership option, step 3 will then appear and you can check the corporate companies we current accept.
• Some corporate membership require you to upload additional details or specific proof, you will have been provided this when you joined.
• Junior Concessionary members need to provide proof of child and parent based on the above concessionary proof.

The supported membership scheme is for individuals who have been granted refugee resettlement status in the last 12 months by the UK Government.

In order for us to process your request for a supported 6 month adult or junior membership, you will need to upload evidence of a Residence Permit with Refugee Settlement status as proof of eligibility.

The proof must be dated within the last 12 months from the date the application is submitted.

We do not accept letters or any other form of proof other than Resident permit.

Document uploads can be done by visiting your local leisure centre, who can take a photograph of your original document and upload this on your behalf. If your document is a digital document already, please send your document to Customer Services with your membership ID number and they can upload this for you.

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.

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.

View our centre finder to search for your nearest Better 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.

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.

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.

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.

Feedback is important to us, and if you feel we have got something wrong or left you feeling dissatisfied we’d like to hear from you, find out how here. If you feel that we have done a good job, we would love to hear about that too. Direct feedback can also be emailed to your home centre via your local leisure centre webpage.

A child can visit on their own once they are 8 years old. Under 8s are not allowed to be left unaccompanied and remain the responsibility of the guardian at all times.

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

Whilst inductions are not mandatory for adults, we recommend booking one with one of our expert fitness coaches who will help tailor a bespoke gym experience based on your specific needs. Depending on experience, we can either provide you with a workout programme to follow, with regular reviews, or a simple orientation on the equipment and the opportunity to ask for advice.

Please note gym inductions are mandatory and free of charge for all Better Health Junior memberships.

There are currently no restrictions on mixing on the gym floor. Private personal training sessions are not allowed within the gym and this service is provided by our partners YourPT. 

Please visit your local centre page for opening hours.

• 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

Swim For All

No matter your fitness ability, our Swim for All sessions are perfect if you're looking to build your confidence, work on your strokes, float away any stress, or just simple want to enjoy a more casual swim with your family and friends. Bookings can be made on the Better UK app, or online here. 

Swim For Fitness

If you’re looking for a low-impact way to get fit and healthy, swimming could be the perfect choice. Our Swim for Fitness sessions take place in slow, medium and fast lanes, so you can take things at your own pace. Bookings are available online here or via the Better UK app.

To ensure the safety of everyone, please read through our swim safely rules prior to swimming with Better.

Our pools are programmed with lots of sessions suitable for children . You can choose from Swim for All, Family Fun Swim, Aquasplash and Aqua play sessions. Learn more about the right swimming session for you here. 

Our water management systems have been reviewed with industry guidance to continue to meet a high standard of safety. All our pools are disinfected with chlorine in-line with the industry standards. 

You can bring your own swimming aids / equipment from home. Goggles or swimwear will be available for purchase at participating leisure centres.

Pool pods and hoists will be available for customers who require them. Please speak with staff upon arrival to be given access.

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.

All swimmers must wear clean swimwear, you can find our guide to appropriate swimwear here. Inappropriate swimwear includes underwear or any garment with obscene or offensive pictures or slogans. Denim or heavy garments, including cotton leggings, long flowing clothes and baggy t-shirts. Swimwear that is not made from chlorine-resistant materials may be damaged. We would advise that weak or non-swimmers wear close-fitting swimwear (i.e. swimming trunks or a full swimsuit). Our staff at the centre reserve the right to determine whether swimwear is appropriate.

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.

Please always check with a member of staff before you take any images. Photographs are not to be taken in any changing areas. Commercial photo opportunity requests can be submitted by completing a Commercial photography / filming enquiry online.

If you are interested in booking the venue for a public, private or commercial event, please contact our events team by visiting our dedicated Venue Hire Page.

To reactivate your lessons, you will need to re-join again by logging into your HomePortal account here.

Visit our dedicated lessons and courses booking system by selecting your preferred location here and then selecting a preferred activity to view the available lessons. Use the search filters on the booking system to get the best results.

All our lessons and courses break for two weeks at the end of December. Direct Debit payments are split into 12 equal monthly payments and cover the number of delivery weeks offered for each activity thoughout the year.

Your monthly Direct Debit is calculated on: how many lessons are delivered in a year, multiplied by cost of each lesson. Then we divide the total into regular payments over 12 months.

Unsure what level to book? You can find all the information you need regarding our entry level criteria in the lessons and courses section of the website which can be found here. 

During the registration process, you will be asked to provide the attendee’s details (this will appear on the register for our staff) as well as account holder information such as email address and this may be separate to the attendee’s details.

Yes, your HomePortal account can be used for multiple pupils or lessons. You will not be able to book more than one lesson on a single Direct Debit payment, therefore additional lessons will require additional Direct Debit payments to be set up within the HomePortal account.

Yes, you will have the option to apply a promo code during the checkout process.

A member of staff 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. 

We don’t want to see you leave however if you would like to request a cancellation please complete the cancellation request form.

If you or your child is participating in multiple lessons, please ensure you provide us with detailed information to ensure the correct lesson is cancelled.

We will be very sorry to see you leave and we're always here if you would like to come back.

You may request that we freeze your access to lessons if the member is temporarily unable to continue participating for one of the reasons below:

• Injury/Long Term Medical condition – proof required
• Pregnancy – Mat B1 proof required
• Ramadan

During the requested freeze period, we will apply a reduction in your future payment collection. The pupil will be removed from the lesson register until they are ready to return and we will do our best to offer you a similar day and time, however this is not guaranteed. Submit your request for a membership credit via a Customer Service enquiry here.

From time to time we are unfortunately unable to deliver lessons. If the service disruption is a planned closure, you will be notified in advance and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

If the service disruption is unplanned, we will do our best to notify you as soon as possible and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

Lesson Credit: Where available, replacement lessons will be issued and allow you to attend your lesson on a different day and/or time in the future. Where this solution is applied, you will receive an email notifying you of the process.

Membership Credit: Where replacement lessons are unavailable, we will apply a reduction in your future payment collection.

If you or your child are currently participating in lessons provided by Better you can refer a friend to any of our courses payable monthly or annually . In order to do so, you will need to register for the refer a friend scheme here. By following the steps you will be able to share a promotional code with a friend.  The code  must be used at the point of joining and will deduct £15 off the first payment. Once your friend has joined,  you will be entered into a weekly prize draw giving you the chance to win a 12 month course of your choice (subject to availability).

On the home page of your HomePortal account you will be able to hover over the 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.

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

Your HomePortal account is created when you first make a lesson or course booking online. You will need to activate your HomePortal account before logging in for the first time. Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) to get started.

Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) and answering some security questions to get started.

HomePortal is a simple web platform we use to help you manage multiple pupils from one account, view your lesson programme online, make new bookings and review pupil progress from our teachers.

If you have forgotten your password, click the Forgotten your password? link on the HomePortal login screen and you will receive a password reset email to your registered email address.

Our team will be happy to help you, please complete a Lessons and Courses Existing Customer Enquiry' here to discuss further.

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 the following key areas designed to continue to keep all pupils safe and healthy.

• 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 alternative lesson space is available, (including sports halls, pitches and tennis courts) leisure centres may run lessons in these locations.
• Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to arrive 10 minutes before the lesson start time. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your Home Portal barcode (via printed confirmation or online at Home Portal) to enter.
• Play your part: From respecting the personal space of others when spectating to staying home / keeping your child home if you / they 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.

The swim school meeting point is identified by a clear board stating ‘Swim School Meting Point’ and is usually located on poolside. Pupils aged under 8 must be taken to meet the Swimming Teacher at the designated Swim School meeting point by their guardian. At the end of the lesson the guardian must be at the same point to collect their children from the Swimming Teacher. Guardians must remain in the centre during the lesson.

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.

This is 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.

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.

We don’t want to see you leave however if you would like to request a cancellation please complete the swim school cancellation request. Were always here if you would like to come back.

For more information on our baby and parent swimming lessons, please visit our Swimbies FAQs.