All staff are friendly and helpful, especially jiaun always take time to take time to talk to us.Matt on the reception took time to explain about my membership
Virksomheden har svaret
Lokation
Skift lokationGuildford Road, KT22 9BL Leatherhead, England, GB
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Se, hvad kunderne siger
I have just joined Better and i am so impressed with the how clean the leisure centre is and there are so many classes i can join and the gym is huge. Looking forward to my fitness journey with Better... Se mere
Virksomheden har svaret
My blind 88 year old mum, who has swum at the Leatherhead leisure centre ( now operated by Better ) for the last 15 years has today been turned away at reception because she did not book on... Se mere
Virksomheden har svaret
Leatherhead Leisure Centre has improved enormously since Better took over. A lot of improvements were necessary and obviously they can’t all be done at once, but the changes made have been welcome... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
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.
Kontaktoplysninger
Guildford Road, KT22 9BL, Leatherhead, England, Storbritannien
4,6
Fremragende
83 anmeldelser
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Spectacular gym on the way!
I did voice my frustration and dissapointment with the condition of mostly the gym in a review last week. Following this I hade a nose around, and behind bars and barriers can see something spectacular taking shape! It is a pitty that members and the public cannot see what is happening. If they(Better) deliver on the promises, this complex will house the best gym in Surrey! I will give credit when it is due, the outline of new gym looks spectacular!! It's my true observation and looking forward to opening day!! I'm eating humble pie!
12. oktober 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Dear Martin,
We greatly appreciate your feedback.
We are pleased to learn of your anticipation for the upcoming refurbishment at the Leatherhead Leisure Centre. As the new operators of the Mole Valley leisure facilities, we have commenced the process of gradually renovating the facilities requiring updates. Our aim is to ensure that our patrons can comfortably enjoy the facilities and activities we provide.
Thank you for your lovely feedback.
Warm regards,
Charmaine
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Matthew,
Thanks for your review.
Our Leatherhead branch is currently undergoing a major refurbishment including the gym, so please bear with us whilst we complete the works and we are sure you will be impressed with the updates we are completing.
Warm Regards
Hazal
Urgent concerns regarding Gym condition
The condition of the gym has reached a dangerous and completely unacceptable state. One of the running machines has been broken for months, with its electronic parts exposed, posing a serious risk. It’s shocking—literally—that this machine is still in use, as touching even sweaty it could result in electric shocks. This is an immediate safety hazard, yet there seems to be no urgency to fix or even cordon off the machine. What’s even more concerning is that late in the afternoon, many children from the nearby schools use the gym. It’s only a matter of time before someone, especially a child, gets seriously hurt or even electrocuted. How is this being allowed to happen in a facility where safety should be the top priority?
Currently, three machines are out of order, and this isn’t just a one-time issue—two of them break down almost every second week. It’s clear these machines are in desperate need of replacement, yet nothing seems to be done about it. Temporary fixes are no longer enough, and the constant breakdowns are severely limiting members' ability to work out properly.
This constant cycle of repairs and malfunctions shows a total lack of long-term maintenance planning. Members pay for a functional gym, not one where equipment is constantly broken or unusable. The need for immediate replacement of these machines is urgent—anything less would be unacceptable.
On top of that, the overall lack of maintenance and cleanliness is unacceptable. Currenttly, the gym is consistently filthy, with machines left unsanitized and floors covered in dirt. The disregard for basic hygiene is bad enough, but when you add the risk of serious injury from broken equipment, it’s clear that the management has completely failed its members.
This level of negligence is beyond frustrating—it’s downright reckless. If something isn’t done immediately, the gym is a serious accident waiting to happen.
30. september 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Good Morning Zahid,
Thank you for your review.
We are aware that you have also emailed us in regards to the above review and this has been escalated to the centre management team for their attention. A member of the team will respond directly back to your concerns via email in due course.
Please accept our sincere apologies for the inconvenience caused during this time.
Kind regards,
Charmaine
Renewing gym membership
I had a problem renewing my gym membership, as Better had taken over from the previous company.
I rang Customer Services and was immediately able to speak to someone, who understood the problem. It involved an exchange of emails, which were responded to promptly, and the problem was resolved the same morning.
It was a pleasant surprise. Couldn't ask for more, so well done.
12. september 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Good Morning Mrs Criswick,
Thank you for your lovely review.
We are thrilled to hear that a member of our team was able to assist you with your membership query and resolve this to your satisfaction in a prompt and professional manner. We pride ourselves on our Customer Service excellence so we are very happy to hear that this was the service you received when you contacted us for support. I hope you are now able to continue with your membership at the Leatherhead Leisure Centre.
Thank you for being a part of our community.
Kind regards,
Charmaine
Attention to maintenance
I had been a few days before and one of my favourite machines wasn’t working very well. When I returned yesterday it was working perfectly which gave me confidence in the maintenance and management of the equipment.
27. august 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Good Morning N,
Thank you for your review.
We are delighted to hear that you are enjoying your membership at the Leatherhead Leisure Centre. We are also happy to hear that the equipment in the Gym is well-maintained and repaired in a timely manner. We hope you continue to enjoy your membership at this facility and take advantage of the great activities they have available.
Thank you for being a part of our community.
Kind regards,
Charmaine
Staff at leatherhead very helpful as a…
Staff at leatherhead very helpful as a disabled person I asked many questions the girl behind the desk helped he get my membership even helped me with the app explaining how to book classes ect her name was shamika I left feeling hopefully for my fitness journey instead of stressed thank you shamika
4. august 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Bekki,
Thanks for your review.
We are so delighted to hear that our centre team were so helpful and that you have become a Better member!
Warm Regards
Hazal
Besvarelse fra Better - Leatherhead Leisure Centre
Dear Lola,
We greatly appreciate your feedback.
We are pleased to learn of your positive experience regarding your membership at the Leatherhead Leisure Centre, particularly the warm and friendly demeanor of our staff. Additionally, we are glad that you found our website user-friendly, which facilitated a smooth membership enrollment process. We trust that you will continue to derive satisfaction from your membership with us.
Sincerely,
Charmaine
Swimming,staff are very friendly and…
Swimming,staff are very friendly and helpful the only thing was couple of children was throwing a ball around in the pool nearly hit me part from that it's ok. It took a lot for me to get my husband to come swimming
12. august 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Susan,
Thank you for your review.
We are delighted that you and your husband are enjoying using Leatherhead and hope you continue to come swimming!
Warm Regards
Hazal
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Andrew
Thank you for your review
It's great to see that you're enjoying the facilities at our Leatherhead Leisure Centre.
We hope you continue to enjoy your time with Better.
Kind Regards
Amir
We arrived to be told that my son…
We arrived to be told that my son couldn't have two lessons in a day. The manager then told us a month later that we could. I am still waiting for a refund and have been offered a voucher of half the amount which I don't want.
30. juni 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Good Afternoon Luke,
I acknowledge receipt of your review and would like to extend my apologies for the misinformation provided to you at the centre regarding your child's swimming lessons. I have verified that your child is permitted to have two lessons in a day if necessary, and I regret any confusion this may have caused.
Upon reviewing your child's membership, I have noted the cancellation, and I assure you that the full fees will be reimbursed to you. In order to facilitate the refund process, I kindly request that you complete a refund form to provide us with the necessary bank details for the reimbursement. The link to the form is below.
https://www.better.org.uk/refund-request
Hope this helps.
Charmaine
I love the junior gym but…
I love the junior gym but the only downside is that there is no one to help out with anything, they are all busy doing something else when they could come and check the gym
11. juli 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Dear Lkibstinosh,
We appreciate your feedback and want to express our gratitude for taking the time to share your thoughts.
It is with great pleasure that we learn of your positive experience at the Leatherhead Leisure Centre's gym. On the other hand, we are disheartened to hear about the lack of visibility of our Fitness Team during your sessions. Rest assured, we will relay your comments to the center manager to address and ensure the presence of a member of the Fitness Team during Junior Gym sessions going forward.
Thank you for bringing this matter to our attention.
Sincerely,
Charmaine
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Layla
Thank you for your review.
It is great to see you find it very easy to book through the App.
We hope you enjoy your bookings and the time spent at our centre!
Kind Regards
Amir
Catch
My regular gym has changed hand to Better as a management company, I thought nothing changed, no small prints were provided until I got a £3 penalty since I cancelled a booked class not 4 hours ahead. What a catch, not I fear to book any classes since they said cancellation needs paying penalty and refund if it is 4 hours before the class. Is there any gym not capitalism these days.
9. juni 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Jane,
Thank you for your review.
The penalty fee is there to discourage members from booking and not showing up or if they cancel less than four hours before a session is due to begin, which then means other customers cannot attend.
As our classes are very popular some customer find it difficult to secure a space, so if a customer does book and then doesn't show up, this is unfair on other customers who would have liked to attend that class.
We appreciate your feedback and hope you continue to enjoy using your membership.
Warm Regards
Hazal
Staff have been so helpful
Staff have been so helpful , it’s a fantastic gym and pool ..
A lovely place to go and relax and chill , friendly staff . I love coming here to unwind after a day at work
22. maj 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Dear Frank,
I would like to express our gratitude for taking the time to provide feedback.
We are pleased to learn that our staff at the Leatherhead Leisure Centre have been attentive to your needs. Additionally, we are delighted to hear that you find solace in frequenting the center to unwind after a long day at work. We trust that your positive experiences will endure, and we look forward to your continued patronage at the Leatherhead Leisure Centre.
Kind regards,
Charmaine.
Definitely NOT ‘Better’
My membership lasted approximately one week. Faults with gym equipment that had existed under previous management, were still not rectified. People were occupying equipment whilst sitting, staring at their phones - something that doesn’t happen in private gyms. Seats on machines are ripped and tatty.
It was impossible to speak to a manager on site about the issues. After waiting in reception for over 15 minutes for a manager to come down, I resorted to emailing. The automated response advised I would get a reply within 72-hours. Five days later I was still waiting…
The reception staff complained to ME that the managers didn’t carry radios, therefore it was difficult to communicate with them. They explained that they would have to leave the reception to go upstairs and locate a manager. Even the cafeteria owner was stressed because she was in the same predicament, she needed a manager but didn’t want to leave the cafe unattended. What would happen in the event of a serious emergency?
Altogether a very poor performance from the restructuring/new management.
18. marts 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Good Morning Mrs Butcher,
Thank you for your review.
I am very sorry to hear that you have cancelled our membership at the Leatherhead Leisure Centre due to the issues you have mentioned above. Better have recently started to operate the Mole Valley Leisure Centres and any refurbishment of the centres would not happen immediately as these things can take time.
We are also disappointed to hear that you were unable to speak to a manager and your email communication has not received a response. I will ensure to pass on your above feedback for the attention of the centre manager so they can look into the concerns you have raised and try to resolve these in a timely matter.
We cannot offer an immediate solution to each item you have raised, but we appreciate you taking the time to provide this feedback. Through feedback, we identify improvement areas and provide a better service.
Kind regards,
Charmaine
Better are discriminating against people with a disabilities
My blind 88 year old mum, who has swum at the Leatherhead leisure centre ( now operated by Better ) for the last 15 years has today been turned away at reception because she did not book on the app in advance.
Up to this point she has always paid on the day by card and is a member of the centre.
Due to her disability she is unable to use a computer.
Clearly this is unacceptable and is prejudice and ageist against people with disabilities.
I felt we should post this to warn other people, of this companies very poor practices.
14. marts 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Hi,
Thank you for your review.
We are disappointed to hear of your mums experience at Leatherhead.
As a company that prides itself on inclusivity we are sad to hear that your mum was unable to book.
I can confirm that I have spoke to the manager at the centre and he has confirmed that, as with all of our centres, we encourage all our customers to book in advance to secure a spot however, you are able to book on the day with a member of the concierge team - providing there are still spaces in the session.
I have sent you a private request so we can get some more information and clear up any confusion in regards to your mums recent visit.
You can also send us an email so we can investigate further. Our email address is; customerservices@gll.org
Warm Regards
Hazal
Place needs a refurb
Cheerful fitness instructor. Tired looking facilities, broken lockers, broken swimming costume drying centrifuge. Nice coffee shop staff, but the coffee wasn't. The whole place needs a refurb. Not expensive though. You get what you pay for.
22. februar 2024
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Hi Will,
Thank you for your review.
We are happy to hear that the fitnes instructor was cheerful but disappointed to hear about the facilities.
We will pass on your feedback to the centre team so they can investigate and action where necessary.
Warm Regards
Hazal
Any chance I might get my refund I’ve…
Any chance I might get my refund I’ve been chasing for over one month ? I’ve resorted to here because my calls and emails are being ignored! From my membership being cancelled from fusion Leatherhead when it changed to Better. I’ll await your help . Thanks !
1. december 2023
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Hi David
Please email customerservices@gll.org with your details.
One of our team will be able to give you a call.
Alternatively, please address the email to me, if you wish.
Regards
Amir
Membership
Everything now included although membership is more expensive than I expected at £70 a month
12. januar 2024
Besvarelse fra Better - Leatherhead Leisure Centre
Hello Harry,
I hope this message finds you well.
I am writing to express our delight in hearing that you have decided to continue your Health & Fitness journey with Better by retaining your membership with us. Thank you for your response, it is much appreciated.
We want to assure you that we are very happy to have you with us and we are committed to supporting you along the way. Please do not hesitate to reach out if you require any further assistance with your membership.
Thank you once again for choosing Better. We look forward to continuing this journey with you!
Best regards,
Charmaine.
Fantastic Lesiure Centre fantastic…
Fantastic Lesiure Centre fantastic Staff everyone of them caring considerate officiant and understanding ❤️ just perfect for me just love this place just like to say thank you to all the staff for making my visits so enjoyable and happy so many thanks to you all and happy Christmas too Val Cutting ❤️💙💋🥰
18. december 2023
Uopfordret anmeldelse
Besvarelse fra Better - Leatherhead Leisure Centre
Good Morning Valerie,
Thank you for your review.
We are delighted to hear that you are enjoying your visits to the Leatherhead leisure centre and the staff are very caring and understanding. We hope you can continue to enjoy this facility and the great activities they have available. We also wish you a fabulous Christmas and an even "Better" New Year.
Kind regards,
Charmaine
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