Several issues with the App set up. It kept telling my password wasn't correct or the session had expires and to log in again, it wouldn't let me book classes just caused a lot of unnecessary stress a... Toon meer
Bedrijf heeft geantwoord
Locatie
Wijzig locatie164 Portland Road, SE25 4PT South Norwood, GB
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Lees wat reviewers zeggen
My child is enjoying her swimming lessons. The teachers are very accommodating and experienced. Even though it grouped, they can identify when a child needs extra support. The staff at the reception a... Toon meer
Bedrijf heeft geantwoord
This southnorwood branch is brilliant. Not only are the staff welcoming and very friendly and helpful always with a smile, but they also take that extra time to help you if needed and are very patient... Toon meer
Bedrijf heeft geantwoord
"Simply the best! I can't praise South Norwood Leisure Centre enough. The staff are knowledgeable, friendly, and willing to go above and beyond compared to any other leisure centre I've visited. The p... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Welcome to Better! We’re a charitable social enterprise, committed to the health and wellbeing of everyone in our community. From gyms, leisure centres and swimming pools to lessons and courses for both adults and juniors - plus libraries and children's centres - we've got it all. So whether you’d like to try something new, keep the kids entertained or have a dip in the pool, discover our inclusive range of activities, suitable for all ages and abilities at your local Better centre today.
Contactgegevens
164 Portland Road, SE25 4PT, South Norwood, Verenigd Koninkrijk
3,6
Gemiddeld
63 reviews
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POOR COMMUNICATION numerous occasions I have feed back…
On numerous occasions I have feed back to management a number of concerns I've had for a while being a long standing member. The cleanliness was a big issue that has been recently improved. The biggest issue for me is the number of cancelled classes at short notice. The staff team do not know when an instructor is not able to take a class. For me that is poor communication skills. Quite a few members turned up for a class which was cancelled without any notice. A manager did pop into the studio once prompted to apologise for the cancellation. People make a concerted effort to attend the gym on time for their classes. This has happened far too many times without any compensation.
Members are charged a fee for not cancelling a class in time. Maybe, this should be reviewed given the poor weekly activities which are not been managed properly. There are some great instructors at this leisure centre hence their classes being well attended. There is no feedback provided by management based on the countless surveys members have filled in. Some new hand weights recently arrived. This is following on going complaints that most of the equipment used was not fit for purpose. It's also a health and safety issue. The whole reason people go to the leisure centre is to improve their mental health and well-being. I look at the boards placed around the centre with statements from Better making promises they obviously cannot keep. A proper review needs to be undertaken. I have touched on the most pressing things for me at the moment. I feel this is enough for starters
2 januari 2025
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Good Evening Sandra,
I hope this message finds you well.
Thank you for taking the time to share your thoughts and experiences regarding the recent cancellations of fitness classes at the South Norwood Leisure Centre. I truly appreciate your feedback.
I understand how frustrating it must be to have classes cancelled on short notice, especially when you're looking forward to maintaining your fitness routine. We strive to provide our members with a consistent and enjoyable experience, and I apologise for any inconvenience this situation has caused you.
Thank you again for your understanding and patience. We are committed to making your experience at our leisure centre as positive as possible.
Warm regards,
Charmaine
Members attending classes and no instructor or prior notice
2024 ended with us members turning up to find after we have waited 10 minutes that the class is cancelled due to no instructor. We are given no notice when we check in, it takes a member to go to the desk and then we are told no instructor is available. This has happened 3 times to me and more times to other members. And today yet again no instructor even though the person at the desk stated when asked ‘yes the class was still happening’ There is no communication between managers and staff. Additionally numerous classes have been taken off the timetable even though last year we were promised more classes. Members keep complaining in person and by email and little changes. We pay every month yet we receive less and less.
It seems unfair that we are not offered even proper apologies or a reduction in our membership for even a month. Better professed health and well being yet we receive, filthy mats, closed swimming pool and more, plus staff that seem unaware of what is happening. Thus creating stress and annoyance to members. Surely 2025 Better Gyms needs to do better.
2 januari 2025
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Good Evening Avis,
Thank you for taking the time to share your feedback regarding our fitness classes.
I sincerely apologize for the inconvenience you have experienced with the frequent cancellations of classes at the South Norwood Leisure Centre. It's understandably frustrating when scheduled activities are disrupted, especially when members are not notified in advance.
I want to clarify that our team can only inform customers of class cancellations once we receive notification from the instructor about their inability to conduct the session, whether due to unforeseen circumstances or scheduling conflicts. Unfortunately, this sometimes results in delays in communication, and I regret that this has affected your experience with us.
Your concerns are important, and I’ll ensure that this feedback is addressed with our management team to explore ways we can improve our notification processes. We value your membership and strive to provide you with a better experience moving forward.
Thank you once again for bringing this matter to our attention.
Best regards,
Charmaine
No swimming throught the Christmas…
No swimming throught the Christmas holiday.
29 december 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Hi Natalie
Thank you for your review.
We are sorry for the inconvenience this may have caused you during the Christmas break.
I can confirm Swim Sessions are back in action on 2/1/25 and I have attached a link below if you wish to make a booking!
Activity booking (https://bookings.better.org.uk/location/south-norwood-leisure-centre/swimming)
We hope to see you in the New Year.
Kind Regards
Amir
The gym and the employees are very nice…
The gym and the employees are very nice and helpful
14 november 2024
Antwoord van Better - South Norwood Leisure Centre
Hi Nish,
Thanks for your review.
We are so pleased to hear that you are enjoying the gym at South Norwood and that the staff are nice and helpful!
Warm Regards
Hazal
South Norwood site
South Norwood site: The swimming instructors at this branch are amazing. They have been soooo good & very patience with my daughter is now swimming confidently in the water. Personality helps a lot with my daughter & I never thought it would happen. She would refuse to put her face in the water for weeks but they did an amazing job to get her to where she is now & she continues to progress. Please pass on this review to the staff there! Many thanks! Nina
2 november 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Good Afternoon Nina,
Thank you for taking the time to share your feedback with us.
We are genuinely thrilled to hear that your daughter is having such a positive experience with her swimming lessons at the Eastern Leisure Centre. Our team strives to create a supportive and engaging environment for all our swimmers, and your daughter's enjoyment is a testament to that effort.
If there are any specific aspects of the lessons that you particularly love or any suggestions you might have for us, please feel free to share. We are continuously looking for ways to enhance our programs and ensure every customer has an exceptional swimming experience.
Thank you once again for your kind words. We look forward to seeing your daughter continue to thrive in hher lessons!
Warm regards,
Charmaine
Antwoord van Better - South Norwood Leisure Centre
Good Evening Lorraine,
Thank you for taking the time to provide your feedback.
We are thrilled to learn that you are enjoying your membership at the Bude Leisure Centre. It’s wonderful to hear that our team is consistently delivering friendly and professional service during your visits. We strive to create a welcoming atmosphere, and it’s rewarding to know that our efforts are appreciated.
Your satisfaction is our top priority, and knowing that you're finding value in the facilities and services we provide reinforces our commitment to delivering an exceptional experience. Thank you once again for your feedback. We look forward to seeing you at the centre soon!
Warm regards,
Charmaine
General experience
My experience so far is with Yoga classes. The Teacher is great!
Good facilities with plenty equipment for all users. Aircon available. Room temperature is controlled by teacher, and is very pleasant.
Other classes:
Trying to get spaces in Zumba classes as is always booked quickly, and we get put on waiting list. We get an email when there's a space available but there is 2 of us and more difficult to arrange. We are trying again this week, see if any luck.
Will review once I've been! 😉
Ok so, my experience so far has not been that good lm afraid.
Ive had 2 classes cancelled this week, one Monday and one Wednesday. Which is very frustrating as it takes effort to book some of this classes. But worse is that yesterday l attended a class at 10.30 my App didn’t work to “clock in” so l asked to be let in by lady in reception, she asked my name and said she would confirm my attendance. Then, once in the class, l was asked to tick my name on a list with all our names on. This is good to double check attendance. 👍
This morning l find that l cannot book any classes until l pay a 3£ penalty for NOT attending. 😳 Not only do they have my name and tick on the list but l also gave to the lady in reception (maybe she was busy).
My worry is how do they have the audacity to try and charge me for a class when they have cancelled 2 of my bookings this week? Its this normal or fair?
I had to go in to clear this issue and they found me on the list.
Still haven’t been able to get into a zumba class! 3 weeks now in the gym.
Maybe they need to put more of this classes on other days/times, so other users get to go?? Just a suggestion… 🤷🏼♀️
So far best classes l have been to are yoga and dance fitness.
I will keep reviewing my experiences.
Thank you.
25 september 2024
Antwoord van Better - South Norwood Leisure Centre
Hi Gloria
Thank you for your updated review.
We are pleased to see you are enjoying the classes the Instructor's are providing a great experience.
Penalty fees are applied for late cancellations or non-attendance as a deterrent against making reservations and failing to attend. However, if you are sick or face an emergency, we are happy to look into the removal of this fee from your membership.
We also understand that last-minute cancellations can be frustrating, especially when it's due to unforeseen circumstances like staff illness. Please know that we do our best to avoid these situations, but sometimes it's just unavoidable
Kind Regards
Amir
The building and facilities are really…
The building and facilities are really dated. I’m thinking about cancelling my membership as I can go to a much nicer, cleaner gym with more equipment for half the price. The Pilates class was great though.
24 september 2024
Antwoord van Better - South Norwood Leisure Centre
Good afternoon Am,
We acknowledge receipt of your review and regret to learn of your decision to terminate your membership due to the condition of the South Norwood Leisure Centre. It is important to note that while we oversee the operations, the building itself is owned by the Council. We regret any inconvenience caused by the building's infrastructure on your membership experience at this location. However, we are pleased to hear that you found the Pilates Class enjoyable.
Thank you.
Charmaine
Antwoord van Better - South Norwood Leisure Centre
Dear Kazeem,
I appreciate the time you took to share your feedback with us.
We are pleased to learn that the South Norwood Leisure Centre's personnel and amenities have met your requirements. It is our hope that you will continue to benefit from your membership and the diverse range of activities available at our facility.
Best regards,
Charmaine
Great place to work out, highly recommend
Excellent customer service when I called this service center regarding membership options and discovered I could get a corporate discounted rate. I I love going to all the classes and the fitness instructors are great, much improved than when I was there a few years ago. I like the booking on line option I think the only slight issue is that the classes are usually oversubscribed however you do get a message if you join the waiting list to say there is a space but I have to be very quick. Otherwise really great and would highly recommend South Norwood Leisure Centre.
24 juli 2024
Antwoord van Better - South Norwood Leisure Centre
Hi Rani,
Thank you for your review.
We are delighted to hear that our customer service team were so helpful and that you are enjoying the facilities at South Norwood.
Warm Regards
Hazal
South Norwood swimming pool
I went swimming at South Norwood Leisure centre recently, after not having been there for a few years.
The swimming pool was fine but I was disappointed with the changing rooms. They were not clean and there was an unpleasant smell. One of the showers was closed off with black and yellow tape and there was only one other private shower which did not have a door.
I used to swim for free when it was run by Croydon Council, as I am over 65, but now it costs over £6. I feel this is too expensive.
1 juli 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Hi Angel,
Thank you for your review.
We are disappointed to hear you did not enjoy your swim at South Norwood and have passed on your feedback to the centre team.
In reference to the price of the swim, if you are aged over 60 and are a resident of the borough you can take out our Better Adult Senior Resident 60+ pay-as-you-go card - which is free for one year and this will give you a discounted rate when you book.
If you would like to sign up to this membership, please click on the link below.
https://memberships.better.org.uk/centre/south-norwood-leisure-centre
Warm Regards
Hazal
The actual gym is okay and the classes…
The actual gym is okay and the classes on offer are good. The online customer service is rubbish. I’ve had to contact them on a few occasions regarding my membership and each time it becomes a battle. At this point I’m ready to cancel with them. Not worth the stress.
1 juni 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Hi Chilo,
Thank you for your review.
We are happy to hear that you are enjoying the centre but disappointed to hear you have had issues when contacting our customer service team.
We appreciate your feedback and will pass this to the team.
Warm Regards
Hazal
It was ok but the gym and showers need…
It was ok but the gym and showers need updating staff are all great 👍🏾
2 mei 2024
Antwoord van Better - South Norwood Leisure Centre
Hi Elle,
Thank you for your review.
We appreciate your feedback in regards to our South Norwood Centre and have passed this on to the centre.
Warm Regards
Hazal
cleaning needs improvement
the training instructors are very great. They make you feel good to always go for a class.
Cleaning the facilities needs to be improved especially the toilets needs clean and studio needs to b e moped as people sweat during training.
10 mei 2024
Antwoord van Better - South Norwood Leisure Centre
Good Afternoon Maggie
Thank you for taking the time to leave a review.
We are delighted to hear that you are enjoying the fitness classes, and the instructors are having a positive impact on your experience.
Thank you also on your feedback about the cleanliness of our centre, we are sorry to hear this has not been up to standards and have escalated this to the General Manager.
Kind Regards
Amir
My refund request was addressed fairly and…
My request was addressed fairly and justly.
I was directed to the right people at each stage and they acted swiftly.
3 april 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Hi,
Thank you for your review.
We are so happy to hear that your refund request was dealt with in the ways you have expressed.
Warm Regards
Hazal
Supreme customer services.
Better/GLL have always been courteous, supportive and knowledgeable when helping out. First class customer services.
31 januari 2024
Review zonder uitnodiging
Antwoord van Better - South Norwood Leisure Centre
Good Morning
Thank you for taking the time to leave a review,
We are very happy to see you are enjoying your time with Better.
It is great to see the staff at our South Norwood Centre receive some amazing feedback.
Kind Regards
Amir
I'm given 3 starts because the amount…
I'm given 3 starts because the amount monthly compared with other gyms it's a lot
I thought was much better in terms of workout machines
Very limited and the condition of the dumbels all of them very old
Sorry but you really need to upgrade
I might will stay one month and look after another option in the area
23 januari 2024
Antwoord van Better - South Norwood Leisure Centre
Hi Ric,
Thank you for your review.
We are sorry to hear you feel dissatisfied with the price of your membership however, unlike most other leisure providers we are a Charitable Social Enterprise.
As a Charitable Social Enterprise, any money we make goes back into the business. This can be in the form of training our staff, improving our centres and services and supporting athletes through our GLL Sports Foundation. Most recently we have launched the warm spaces initiative where we provide a warm space for members of the public to have a safe area where they can get out of the cold, grab a cup of coffee and socialise.
We offer discounted memberships for seniors, those on benefits, students, key workers and customers who are registered disabled. As well as GP referral memberships. Moved by the plight of the refugees fleeing the war in Ukraine, we set up a scheme offering all refugees in England and Wales free membership to leisure centres, gyms and pools for a six-month period. To date, we have set-up more than 5,000 memberships. This continues to be available to anyone granted refugee resettlement status in the last twelve months.
We appreciate your custom and hope that you continue with your membership.
Warm Regards
Hazal
Not enough swim time
Not enough swim time. More swimming coach needed in the pool with students. One is not enough.
5 oktober 2023
Antwoord van Better - South Norwood Leisure Centre
Hi Marvin,
Thank you for your review.
We appreciate you taking the time to provide us with this feedback and will pass this onto the centre.
In addition, if you would like to discuss this with the centre directly, their email address is: southnorwood@gll.org
Warm Regards
Hazal
Second class and cancelled
27 september 2023
Antwoord van Better - South Norwood Leisure Centre
Hi Carlos,
Thank you for your review.
We are sorry to hear that your class was cancelled for a second time. If you would like to speak with the centre in regards to this, please email them at: southnorwood@gll.org so they can assist you.
Warm Regards
Hazal
Learning pool closed with no notice
I went for a swim with my daughter last Sunday. We have booked online, we came to the centre, we got changed, we had a shower, and then we found out that the children pool was closed. What a waste of time. Why did this system allow me to book and pay for a swimming session in the learning pool, if it was closed? Why wasn’t there at least an information on the door that the pool was closed?
24 september 2023
Antwoord van Better - South Norwood Leisure Centre
Good Morning,
Thank you for your review.
I am very sorry to hear that you attended the centre for an activity that you booked online and the pool you wished to use was closed. I have checked your profile and I can see that you have now been refunded for the session so please accept our sincere apologies for the inconvenience caused at that time. Once the pool was closed you should have been contacted or the session cancelled by the centre and your fees refunded back to the card you paid with so once again, I apologise that this was not done.
I have applied a credit of the value of the swim we refunded so you can use this to book a swim in the future at no cost to yourself as a way of an apology for your wasted journey.
Hope this helps.
Kind regards,
Charmaine
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