Better - Kensington Leisure Centre Avis 

Lovely staff members and classes are well done and good fun!

Nice facilities but terrible organisation. The facility closed for events with zero notice to members. Swimming pool are mostly for lessons now. Paying members are crowded in 2 lanes and schedule of lessons keep changing and is not available anywhere but a single paper document on the wall, so impossible to know in advance when there wont be children lessons. - i am thinking of cancelling my membership. I totally understand lessons can take place but at least te Centre should share the information so paying members can adapt. Really bad management, bad experience, avoid.

It's a nice and clean gym centre with everything I need in one

Subject: Concern about declining standards and safety at the gym

I’m writing as a regular member to share some concerns about the recent decline in standards at the gym. I’m doing so because I value the facilities and would like to continue training here, but things have noticeably gone downhill over the past few months.

In particular:

Need more classes. Classes are frequently overcrowded, which affects both safety and the quality of the sessions.

Certain classes and activities are being cancelled on the same day, often at short notice, making it hard to plan workouts.

Cleanliness is not at the standard it should be for a busy gym – floors, changing areas, and some equipment often feel poorly maintained.

I’m also concerned about member safety and atmosphere. Recently, I witnessed a man shouting aggressively at a woman as he left the gym, and no staff member intervened. That kind of situation really needs visible staff presence and a clear response to ensure members feel safe. Certainly Jeff was one of the few trainers that seemed on top of the situation but he is no longer there, losing staff like that is disappointing.

There are also some equipment issues that need urgent attention:

Class mats are worn out and need replacing.

Many of the bikes in the group cycling studio clearly need servicing (noisy, loose, or not adjusting properly).

It’s a real shame, as the facilities themselves are excellent and the gym has a lot of potential. With better maintenance, clearer standards, and more proactive management, it could be a fantastic place to train again.

I’d appreciate it if you could let me know how you plan to address these issues and over what kind of timeframe.

I just wanted to send a huge thank you to you and all your amazing staff yesterday, they were extremely helpful in setting up the party room and the food spaces for the children along with helping us take down the decorations and reset the room for the second Party. Soft play party for our 2 year old was amazing. Highly recommend.

They were all very attentive extremely helpful and on hand for help.

All good, the pool, gym

I’m happy to be part this BETTER Leisure Centre
But only think is
We need more showers in the ladies changing room .

Bad management
No information given

Reception staff is really good, as are the instructors I have experienced. Great to have a flat bottomed teaching pool for aqua aerobics classes. There is a good selection and frequency of classes generally.

However, the availability of aqua aerobic classes is well below the level of demand and it is challenging to get access to them. Aqua aerobics is one of the best types of exercise for older/disabled people, which is an under-served constituency of the club. I rely on the aqua aerobic classes because I am disabled and they are crucial to my mobility. There are 2 problems: 1. There are a number of aqua classes that are charged for that are not full, while there is demand from members who are already paying for classes through their membership, but have to pay extra for these classes. Some are controlled by the Council, but others by Better, which could be changed to normal member classes. Even more ludicrous is that some of the "pay for" classes are designed for disabled people that I can't get access to, because I'd have to change my membership to a more expensive membership category. It makes absolutely no sense, but I've been told that "it's just the way things are and can't be changed". If these classes were free, they would be full and people would feel less frustrated about not being able to get into the number of classes they need to remain healthy and fit. 2. There is strong demand for a Saturday class. We've been told it is impossible as there is no space on Saturdays. Management won't even consider trying to make a space for such a class, which will increase availability for both working and non working people. Once again, the older/disabled constituency is poorly served on Saturdays. Many of us have approached management to discuss and try to find solutions but are just told no, nothing can change.

the price, the facility, the community. I honestly can't believe how lucky we are.

Organise, clean, and helpful staff

My 6-year-old son had his first private swimming lesson yesterday. The facilities are excellent — modern, clean, warm, and very well organised. On Tuesdays, there’s an instructor named Shofi (I hope I’m spelling it right) who’s fantastic with children and has a great approach. We were so impressed that I’ve already booked all available classes until November!

Why would anyone think that its a good idea to make the fabulous Saturday morning spin class run by the very excellent Dagmara run from 9am instead of 9.15 ?
Clearly no-one who has considered that many people go from Miguel's class which finishes at 9
so the outcome of this means that either people will have to leave one class early -clearly not ideal; or the spin class will either have to start late or be interrupted by the latecomers, which would be disrespectful at worst and disruptive to all at best.
It has always run seamlessly with the current timings - so come ! as a community gym run for the benefit of it's members please do not change these class times - it feels like nobody actually thought about the class attendees and the impact of this unnecessary change
make changes for the BETTER not to the detriment of people taking and attending the classes!!

My issue was dealt with very quickly I am happy with the result.
Thank you Anthony

Better used to run a woman only boxfit o thursaday . These classes are especialy difficult to find i been attending these classes over a year. These classes are so important for ladies emoional an menta wellbeing .. as i can guess they stopped them becuse they want mixed classess. These classes are not free. When i asked i was told theres not enough numbrs but last week i attended a class hold 28 places theres only alway less than 10 . These classes need to be brought back . And worry about our and emotional and phyosal wellbeing and less on there profits . We were not consulted on whether we wanted mixes classes nor were we were advised that the classes would ne cancelled.

I’m not satisfied with the teaching

So the coffee corner is advertised as open 9am to 7pm, but they stop serving coffee at 6pm so they can clean the machine early! Now it's staffed but selling nothing, poor use of public funds and disappoointing loss of a service.

I want to ask a question as something doesn't seem right. When your doctor refers you to a gym as in Kensington Leisure Centre. You get referred because of you cannot afford to pay for a gym and you need it lift you because of your illnesses and your mental health. Helped pensioners to get out instead of deteriorating. NOW!! Why is it the centre charging these clients. There are in enough distress.There was a time it was free of charge. Does the council not subsidise the gym for these people in disarray and unwell?

I will call the town hall also. I think there should be a system where these people get help and not have to pay. It's not like their in the gym everyday or maybe not every week.
Can the KLC, look into this please. Many thanks.