Better - Hough End Leisure Centre Avis 

I disliked the group of young male staff gathered around reception, laughing when I asked what the difference was between booking swimming lanes and and 'swim for all' on my first visit, the reception attendant repeated my question in a slow "you're so stupid" mocking manner

Thank you Kaisha, you changed my member quickly and efficiently, with no fuss

AVOID worst facilities I’ve ever seen rude staff terrible customer service I cancelled my membership half way through the month and was charged for another 2 months just another rip off Britain scheme the place is packed to the brim way over the max if you need help with your direct debit good luck to you because they will just charge you and say it was in the small print worst experience of a gym in my life

Totally desrespecful to the need of South Asian and Muslim community. They have sauna and steams women only which is great but the time is very late evening on that time is very hard to come out because of the children and many other reasons it should be in the morning for ladies and evening for men

Serious cleanliness issues the staff don't seem to care about. I have mentioned multiple times finding mould, mud and hair in the changing areas, only to be met with rude responses or empty reassurances.

Equipment is either constantly broken or breaks down and the staff don't notify members (most glaringly the steam room which breaks down frequently).

If you have any sense you would avoid this leisure centre until BetterHealth install some new management and sort out the cleanliness issues

Great facilities and attentive staff at Hough End!
How they could improve …
Pool - get a new costume dryer. The one they have is ‘out of order’ most of the time. As soon as it is fixed it breaks down again!
Gym - redo the nos on the weights where they are all rubbed off! It’s infuriating to not have them legible!
Gym - put signs up advising users to ‘Don't use the machines for your rests!’
Some users do a set, then sit on the machine for ages looking at their phone or whatever, before doing the next set!
It gets tiring to ask if you can work in with them!
Having said that I’ve only just got back into a fitness routine after a op & love going there for my swim and gym sessions!

It's so rare nowadays to talk to a real person from customer service - not a chatbot. At Better there is always a helpful person at the reception and a phone line to call, even online you can get a prompt response.
When I needed to transfer my son's swimming lessons from Moss Side leisure centre to Hugh End, I was given a phone number to call, and after that my problem was quickly solved communicating by email with Rachel. My son was able to continue his lessons without missing a single one. Many thanks!

Unable to use membership due to threats of violence and intimidation from another swimmer.
Staff friendly and caring, but unable to deal with the situation, leaving me unable to attend and swim due to fear of assault.
Manager has made no contact with me. Staff on different shifts not informed as to what has happened, nor any of the assurances I've been given has to how I'll be kept safe.

Response to Charmaine:
Thank you for replying.

I spoke to the duty manager on Fri 15 Sept, at approx 7am, I think his name was Nat. I left details and was promised an update from the general manager. No call/contact was made.

I spoke to the duty manager on Sat 16 Sept, at 8am. I think his name was Simon.

I spoke to the duty manager on Monday 18 Sept, at approx 6am, I think his name was Ali. I left my email and phone number with reception and asked for the General Manager to contact me. No contact has been made.

I emailed Hough End and the GLL Safeguarding team on Monday 18 September. I have had no response to that email, not even an acknowledgement of receipt.

I would be grateful if you could get someone to contact me and update as to what measures are being taken to ensure my safety so that I can return to the pool.

Booked a class which was cancelled but no electronic notification.. why when that’s how you book classes?
Then the manager put the cancellation on as I was early (so it covered them! Not good) As a new member is this what I am going to expect?

I paid for half a month and I was able to do just a week because the store was getting close for another week without any notice.