I just wanted to say a big thank you to Yannic for the induction class today. It was such a great introduction to the gym! You explained everything so clearly and made me feel really comfortable and... See more
Company replied
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Review summary
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What people talk about most
Reviews shaping this summary
Yannic at the reception was really helpful in getting my two girls signed up for swimming lessons. He was really patient with me while my kids were running wild. Thank you your great service and kindn... See more
Company replied
Brilliant customer service, very understanding and proactive staff who always go above and beyond! (Especially Yannic who makes sure he answers all your questions and is always willing to help - he is... See more
Company replied
Downham leisure centre has improved massively. Yannic on reception is fantastic- very professional, friendly and helpful. The centre runs much more smoothly now. Really happy with the service.
Company replied
4.5
Excellent
189 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Yannic was very helpful and talked me…
Yannic was very helpful and talked me through everything really clearly excellent service made over stimulating situation very manageable
January 28, 2026
Unprompted review
Reply from Leisure Centre
Thank you so much for taking the time to leave a 5-star review.
We are delighted to hear that Yannic was able to assist you so effectively and make a potentially overstimulating situation much more manageable. We will be sure to share your kind words with him and the rest of the team.
Thank you for choosing Downham Leisure Centre, and we look forward to seeing you again soon.
Yannic helped me with setting up my…
Yannic helped me with setting up my membership with the cheapest rate, very kind and professional
January 28, 2026
Unprompted review
Reply from Leisure Centre
Thank you for your wonderful review. I am delighted to hear that Yannic was able to assist you in setting up your membership with the best possible rate. We pride ourselves on providing professional and kind service, and I will be sure to share your kind words with Yannic and the rest of the team.
We look forward to seeing you at the centre soon.
Yannic was absolutely amazing help with…
Yannic was absolutely amazing help with helping sign my sons up for swimming lessons. He was patient and was able to take us through all the steps. Thankyou very much
January 28, 2026
Unprompted review
Reply from Leisure Centre
Thank you so much for taking the time to leave such a kind review on Trustpilot. We are thrilled to hear that Yannic provided such helpful and professional support while you were signing your sons up for their swimming lessons.
I will be sure to pass your wonderful feedback along to him and the rest of the team at Downham leisure centre. We appreciate your support and look forward to seeing you and your sons soon.
Yannic was super helpful when helping…
Yannic was super helpful when helping me sign up. The facilities are nice and everyone is super friendly and professional
January 27, 2026
Unprompted review
Reply from Leisure Centre
Thank you so much for the 5-star review!
We are delighted to hear that you are enjoying the facilities and finding the team professional and friendly. I will be sure to pass your kind words along to Yannic for his help during your sign-up process.
We look forward to seeing you at the centre again soon.
Brilliant customer service
Brilliant customer service, very understanding and proactive staff who always go above and beyond! (Especially Yannic who makes sure he answers all your questions and is always willing to help - he is an asset to the company!) Keep up the great work!
January 27, 2026
Unprompted review
Reply from Leisure Centre
Thank you for taking the time to provide such a positive 5-star review.
We are pleased to hear about your excellent experience with our team. Your kind comments regarding Yannic are especially appreciated; he is indeed a valued asset to our company, and we will ensure your feedback is shared with him and the wider team.
Thank you for your continued support, and we look forward to welcoming you back soon.
Yanik has excellent customer service
Yanik has excellent customer service. He helped myself and my friend out alot
January 26, 2026
Unprompted review
Reply from Leisure Centre
Thank you so much for taking the time to leave such a wonderful 5-star review.
We are thrilled to hear that Yanik provided you and your friend with excellent customer service. I will be sure to share your kind words with Yanik and the rest of the team.
We look forward to seeing you again soon.
Don't use this company unless your rich
Do not use this company.
I cancelled my account because the gym membership went up, I got lumped with a £70 fee with a threatening email about if i didn't pay it it would get sent over to debt collectors. Now i've had to pay it and have £30 to live for the next 2 weeks.
Problem is im on benefits and was moving house the week i cancelled my account. No compassion about my situation to at least remove the £20 charge. Do not use this company if you need any sort of compassion for individual situation. Soulless beurocratic conglomerates. Never using this company again.
January 9, 2026
Unprompted review
Reply from Leisure Centre
Thank you for reaching out and sharing your feedback. I am very sorry to hear about the difficulties you have experienced regarding your account cancellation and the associated fees.
We aim to handle every situation with care, and I sincerely apologise for the stress this has caused you, especially during your move. Please know that we take your comments regarding our communication and the lack of compassion seriously and we understand that reviewing terms and conditions can be overlooked.
I would like to look into your case further to see how we can assist if you feel that the terms of cancellation were followed. Terms and conditions are agreed to prior to your membership being confirmed. https://www.leisurecentre.com/termsandconditions
If you do decide that you would like this looked into, could you please provide your full name and membership number to leisure.escalations@parkwood-leisure.co.uk? I will personally review the charges applied to your account and the cancellation dates to see if there has been an error.
I look forward to hearing from you.
Best regards,
Sara
Pool freezing cold, again.
Signed our daughter up for swimming lessons, but the pool has been consistently cold and getting colder. She has had to get out the past 2 weeks after 10 mins because she is uncontrollably shivering. She has gotten so upset that she refuses to go back. Shame as the instructors seemed good.
November 25, 2025
Unprompted review
Reply from Leisure Centre
Thank you for reaching out regarding your complaint about the pool temperature during your daughter's swimming lessons. I sincerely apologise for the consistently cold water, which has clearly made the experience unpleasant for her, especially given that she is now refusing to return. Rest assured, we conduct regular temperature checks as part of our pool testing, and we will thoroughly investigate this incident.
To allow us to investigate this issue immediately with the correct team and specific leisure centre, could you please provide the following details:
- The full name of your child enrolled in the swimming lessons.
- The name of the local leisure centre where these lessons are taking place.
- Date and time of the issue.
Please forward these details directly to our dedicated escalations team at leisure.escalations@parkwood-leisure.co.uk. They will handle this matter urgently and follow up with you directly.
We appreciate you bringing this to our attention and look forward to resolving this for you and your daughter.
Best regards,
Sara
Reply from Leisure Centre
We manage a number of local authority leisure centres, and to understand the context of your feedback and address any specific issues you encountered, it would be extremely helpful if you could let us know which site you visited.
If you are willing to share more details about the reasons behind your rating, such as the date and time of your visit, and any specific areas where we fell short of your expectations, we would be grateful. This information is crucial for us to investigate the matter thoroughly and take the necessary steps to improve our services and facilities.
We are committed to providing a high-quality experience for all our patrons, and we hope to have the opportunity to resolve the issues that led to your decision not to return.
Please reply to leisure.escalations@parkwood-leisure.co.uk with your details, the nature of your complaints and the name of the leisure centre you attended so we can look into this immediately. Thank you in advance.
Excellent customer service
Excellent customer service, up to date equipment, easily accessible, very friendly and helpful staff. Yannic, Kerri Anne and Veron are amazing.
November 12, 2025
Unprompted review
Reply from Leisure Centre
Thank you so much for taking the time to leave us a fantastic 5-star review! We are absolutely delighted to read your positive feedback about the excellent customer service, up-to-date equipment, and the easy accessibility of our facility.
It is particularly rewarding to hear that you found our staff to be very friendly and helpful. We are especially proud that Yannic, Kerri Anne, and Veron stood out to you as amazing members of the team. We will be sure to pass on your kind words to them, as recognition like this serves as a great motivation for all our staff.
We truly appreciate your support and look forward to welcoming you back to the leisure centre soon.
Best regards,
Sara
hengrove leisure centre bristol
im disabled and i parked in a disabled bay and displayed my blue badge 2 weeks later got a fine of £100 wonder how many people got conned by this scam how low can hengrove leisure centre get scamming disabled people shame on you
October 4, 2025
Unprompted review
Reply from Leisure Centre
Thank you for reaching out regarding your complaint about the fine you received at Hengrove Leisure Centre Bristol, please direct your correspondence to leisure.escalations@parkwood-leisure.co.uk. Please include details about the fine including the date you used the centre. I will then be able to assist you further with this matter. I look forward to hearing from you. Kind regard, Sara
Exceptional Customer Service
Its a rare occassion these days when we experience world class customer service. On this occasion Yannic, Downham Health Reception Manager reminded me exactly what quality customer service is all about.
October 20, 2025
Unprompted review
Reply from Leisure Centre
Thank you for your kind words regarding the service you received. It is truly rewarding to hear that you experienced exceptional customer service, particularly from Yannic, our Downham Health Reception Manager. Your feedback is a valuable reminder of our commitment to providing quality service. Thank you!
Terrible app!
Terrible app!! Trying to register for pay as you go and keep getting error message saying full name is missing when it's not!!!
October 20, 2025
Unprompted review
Reply from Leisure Centre
Thank you for reaching out and I apologise for the frustrating experience you've had with our app. I understand you're encountering an error message about your full name being missing when trying to register for pay as you go, even though you've entered it.
This is certainly not the experience we want for our users, and I'd like to help you resolve this as quickly as possible. Could you please provide the following information to email address leisure.escalations@parkwood-leisure.co.uk so I can investigate the issue further:
* Your full name and date of birth for you are trying to register with
*Your email address
*The local Leisure centre that you wish to use
* The version of the app you have installed
In the meantime, you might try these troubleshooting steps:
1. Ensure your app is updated to the latest version.
2. Try uninstalling and reinstalling the app.
3. Attempt to register using a different device if possible.
If the issue persists, we can also explore alternative registration methods but I am confident we can have you up and running today.
Thank you for your patience and cooperation.
Waltham Abbey Places Leisure Centre
Waltham Abbey Leisure Centre
( Places Leisure)
1.No swimming because it was family time.
2..The steam room has been out of action for a few months and sauna cannot be used during family time.
3. The steam sauna is closed for a few weeks
4. Hot water in shower allows you less than 10 seconds to shower , then it cuts out.
5. My /whole experience has been very poor , I had to return home.However the staff has been pleasant.
September 21, 2025
Unprompted review
Reply from Leisure Centre
Please note that unfortunately we do not manage Waltham Abbey Places Leisure Centre. You need to contact https://www.placesleisure.org/
Below is the Trustpilot link that you need to make your review. https://www.trustpilot.com/review/www.placesleisure.org
Racism at the Cafe one of shops at Harlow leisure zone
Racism at this place is the best especially in a cafe under Harlow leisure zone Cafe name: The Cafe racism is impeccable l was shocked thinking of this world era and how people still treat others It’s just a nightmare
September 5, 2025
Unprompted review
Reply from Leisure Centre
Dear Gamue Chitambo,
Thank you for taking the time to leave a review. We are very concerned to read about your experience and the serious allegations of racism, however I must advise you that we do not manage any cafe's under Harlow Leisurezone.
Please be assured that all Parkwood Leisure centres have a zero-tolerance policy for any form of discrimination, and we take such matters with the utmost seriousness. If you wish to update this review confirming the name of your local leisure centre then I can assist you in finding the correct contact details for you to make your complaint.
Racist leisure centre
Racist leisure centre, will not recommend nor return. I felt victimised and embarrassed by staff and customers. The swim instructor relative had a lot to say to me in directly. I felt so violated myself and my daughter left before our time. There online booking is terrible. No clarity on swim what is a Public pool. We were told to go in the children pool where u can not swim just float. I would not recommend nor return.
August 19, 2025
Unprompted review
Reply from Leisure Centre
Thank you for your review. Please accept my sincere apologies for the delay in responding to you. We are truly sorry to hear about your experience and are deeply concerned by your allegations of racism at our leisure centre, particularly regarding the cafe and your swim experience. We want to assure you that we have a zero-tolerance policy for discrimination of any kind, and we take such claims very seriously.
It is distressing to learn that you felt victimized and embarrassed by both staff and customers. We are especially troubled by your comments about a swim instructor's relative and that you and your daughter felt compelled to leave early due to feeling violated. This is absolutely not the experience we want for any of our visitors.
We also acknowledge your frustration with our online booking system and the lack of clarity regarding the public pool. Your feedback on these operational aspects is extremely valuable, and we will certainly review our processes to ensure clearer communication and a better user experience for all our guests.
To enable us to conduct a thorough investigation into these serious matters, we would be grateful if you could provide more specific details about the incidents, including the date and approximate time of your visit, and any descriptions of the individuals involved. Please contact us directly at your earliest convenience so we can discuss this further and take appropriate action. We are committed to fostering a welcoming and inclusive environment for everyone, and your detailed feedback is crucial in helping us address these issues effectively. Please email leisure.escalations@parkwood-leisure.co.uk and include the name of your local leisure centre.
I took my children swimming and…
I took my children swimming and witnessed people spitting and snoting in the pool I raised this with staff and said they can not no anything about them over a few more weeks I noticed this frequently as well as very unhygienic behaviour from staff and parents My kids had swimming lessons but as they don’t respect the facilities or the customers they do not care don’t waste your time or money and especially your children’s health I have reviewed my review and would like to extend my appreciation for the Chris who assisted in cancelling the membership and was very displeased with the above I was angry the first call but the second was a lot smoother 5 star for customer service but still low due to the hygiene
July 29, 2025
Unprompted review
Reply from Leisure Centre
Thank you for reaching out and sharing your concerns regarding your recent experiences at our facility. We sincerely apologise for the issues you encountered, including the unhygienic behavior witnessed in the pool area, the unaddressed concerns by our staff, and the unsatisfactory customer service regarding your cancellation and payment.
We understand your frustration and take your feedback seriously. The health and safety of our customers, especially children, are our top priority, and the behaviors you described are completely unacceptable. This does not reflect the standards of service we aim to provide.
To address this matter thoroughly, please contact us directly at your earliest convenience by emailing leisure.escalations@parkwood-leisure.co.uk. Please include the name of the leisure centre in question and your children's membership numbers. We would like to discuss your specific situation in more detail, including the payment/debt discrepancy, and work towards a resolution. The terms and conditions of membership are clear in relation to a 1 full months notice period, here is the link for your reference. https://www.leisurecentre.com/termsandconditions
Thank you for bringing this to our attention. We value your feedback and are committed to improving our services. I look forward to hearing from you.
Sincerely,
Sara
Lack of flexibility and no gym-only membership
I'm disappointed with Rivers’ membership policy. There's no option to buy a gym-only pass, which makes no sense — not everyone needs access to swimming or group classes.
The Off-Peak membership for £33 sounds good at first, but it's actually quite rigid. You not only have to enter before 4pm, but you're also expected to leave the facility by 4pm, which is very limiting for people working rotating or late shifts.
There's also no flexibility, like the ability to pay a small fee to extend a visit outside off-peak hours.
It’s a shame, because the facilities are just fine — but the approach to membership feels outdated and customer-unfriendly.
June 24, 2025
Unprompted review
Reply from Leisure Centre
Thank you for reaching out to us.
Unfortunately, we are not "Rivers" operators so cannot address your complaint. Please let us know the name of your local leisure centre and we will do our best to identify the correct operator for you so that you can redirect your complaint.
Sincerely,Sara Rawlinson
I was only there for a couple of times…
I was only there for a couple of times to trial out the centre. I just used the swimming pool which was really nice and plenty of room to swim. Staff are friendly at the desk and helpful.
June 10, 2025
Unprompted review
Reply from Leisure Centre
Thank you for your review! We're delighted to hear you enjoyed trialling our centre and found the swimming pool spacious and accommodating. It's also wonderful to know that our staff at the desk were friendly and helpful during your visits.
We appreciate your feedback and we can't wait to welcome you back again soon. Thank you for being a member with us. Best wishes, Sara
Cleanliness
Whilst the swimming pool is nice and great community experience between the swimmers cleanliness is missing.
Toilets are the original ones put in around pool when building was put there from the state of them.
Tiling in changing rooms is black and doesn't look like it has seen some bleach or disinfectant in a longtime. It used to be that you had someone monitoring shoe wear and that all swimming lessons were met by the benches
Nowadays parents roam free in their outdoor shoes and the young lad who stands there with the shoe covers in hand does nothing. For the first time this week I actually saw someone wiping down the inside of a changing room door with a dry cloth and no bucket.
Why do they have hoses etc if they don't use them to water the floors and keep them clean.
June 15, 2025
Unprompted review
Reply from Leisure Centre
Thank you for your feedback regarding the cleanliness and changing room conditions at one of our swimming pools. We appreciate you bringing these concerns to our attention, as they are important for maintaining a positive experience for all our users.
To help us address these issues effectively, could you please let us know which specific Leisure centre you are referring to? If you could please email leisure.escalations@parkwood-leisure.co.uk I would be most grateful. We look forward to hearing from you. Best wishes, Sara
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