Better - Newham Leisure Centre Avis 

Enquiry was dealt with quickly and promptly.
Thank you Aidan

Amazing class and amazing instructor

Great staff and fantastic facility for gym, play area as well as birthday celebrations.

The equipments are all new and refurbished.

Most of the staff are great except this one.
Very rude to the both elder and younger people.
Yelled at a child for simply doing what she asked while scanning her junior gym card.
Everyone else is great and the facility is clean!

Rude Staff member at the reception- Newham Leisure center.
Have no manners towards to the kids.
Thank you for your reply,For some reason your email bounced back, So I replying here.

Dear Better Customer Services Team,

I am writing further to a review I recently left on Trustpilot regarding my experience at Newham Gym (now Better). I have been a long-standing member of this facility, and my daughters have attended swimming lessons here from a very young age. Recently, both of my daughters (aged 13 and 14) transitioned from swimming to Junior Gym membership.

On our most recent visit, during the 4–5 pm session, we attended the centre as usual and proceeded to scan our cards at the front desk. As long-term members, we are familiar with the process and have always used the front-desk scanners to register attendance. We were also informed that junior members must collect wristbands and scan their cards, which we attempted to do.

After I scanned my card, a member of your reception staff asked us to scan again. When my daughter attempted to do so, the staff member raised her voice at her, stating that she was “in the middle of something.” We were not aware that scanning our cards would interrupt customer service, particularly as scanners are placed at the front desk for member use.

When the staff member raised her voice at my daughter, I intervened to understand what the issue was. At this point, the staff member stated, “I know all about you, I don’t want to talk to you,” and then called the manager. I am extremely concerned by this comment and would like clarification on what she meant by “knowing all about” me. More importantly, this situation involved two young girls, not an adult confrontation.

I am deeply disappointed by the way my daughters were spoken to. Staff working in customer-facing roles—especially in facilities used by children and young people—must be trained to communicate calmly, respectfully, and professionally. If staff are still gaining experience, they should be appropriately supported and supervised before being placed at the front desk.

As a parent, I want my daughters to feel safe and comfortable attending the gym independently. Incidents like this make that difficult. While I understand that membership fees have increased alongside facility upgrades and staffing levels, courteous and well-trained staff are essential. Without that, other improvements lose their value.

I would appreciate a formal response addressing:

The conduct of the staff member involved

Clarification regarding the inappropriate remark made about me

What steps Better is taking to ensure junior members are treated with respect and care

I hope this feedback is taken seriously and used to improve the experience for families and young members.

Kind regards,

I booked swimming ,as I arrived the guy on the reception didn't say anything. I started to get ready when I was told by another customer the pool was closed due to high cloreen
As I left I asked why he didn't tell me he looked disinterested and just sighed.
Very poor service and interaction.
I asked the other swimmer's and none were told until trying to enter the pool.

Great centre. Excellent variety of activities for children. Some small issues but haven’t they all. Staff are friendly and helpful.

The Newham Leisure Centre is very dirty, especially in the changing rooms and toilets. There are constantly bad smells, and we NEVER see anyone cleaning. In the past, there was a lady, but she was always sleeping inside the toilet, and the place was continuously dirty and smelly.
After the changes, we pay more, but the cleaning service has gotten worse.

I have a monthly membership, and every Sunday I take my nephew with me to the “swim for all” session, paying the entrance fee for him but not for myself since I already have a membership. Following your advice, I created an account for my nephew because I was told I wouldn’t have to pay anything extra. However, I ended up paying for the account activation, the £5 monthly fee, and received no discount for him. In the end, I had to close the account, but I spent more than I would have by simply paying for the single Sunday entrance each time. It's not the first time that I haven't been given the right information at the reception.

Clean gym,polite staff!
Thank you

It is really a bad service

Yet again at Newham Leisure, we could not swim this morning due to the pool not having enough chlorine. WHY? Someone must not be doing their job. This is the fifth time this has happened.
Also the ladies swim changing rooms are disgusting. Every morning there is rubbish on the floor, plug holes filled with hair, food left on benches, shower’s don’t work or are cold because someone forgot to put the boiler on. Since Better took over from Active Newham the centre has gone down hill fast. They should change their name to ‘WORST’

The technogym is easy to use

Shower is not working, toilets are smelly

Swimming pool has only 1 step to get out of pool and that lane is used for kids lessons

This is the second time that my 7 years old son attended the swimming lessons. He seems more confident and already making progress.
Everything seems fine for now, I will only say that I would've preferred that at least two shower rooms to have the shower head mobile as it would've been more easy to rinse all the shampoo without the foam getting in his eyes. I believe that it would be beneficial even for smaller children.

A good swimming experience. App easy to navigate.
Changing rooms a bit grubby and always awash with water. Not enough showers. Toilet doesn't flush.

I wanted to share some feedback regarding the locker system. I was surprised to find that using a locker requires a £0.20 coin each time, and unfortunately, this amount is not refunded. Considering that we already pay a fee to access the facilities, which are currently not fully available due to ongoing construction, it feels a bit unfair to incur an additional charge just to securely store personal belongings.

The membership fee itself isn’t insignificant, and having to carry cash, especially coins, in this day and age feels quite outdated. Most people don’t carry change anymore, and I believe many members would appreciate a more modern or flexible system, particularly when some of us already bring our own locks.

It’s disappointing to feel like we have to choose between risking our belongings or spending extra money repeatedly. I hope this is something that can be reviewed to improve the overall experience for members.