The Monday night and Friday night Zumba classes with Yvonne and Emily are brilliant. Really fun and I can honestly say after attending from March that despite never having done these you can pick up t... See more
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Location
Switch locationHertford Road 505, EN3 5XH Enfield, England, GB
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Wo wo Donna , an absolute pro at what she does! I have a bad knee since had my meniscus torn few months I was under confident to join gym and once used to be gym live, any ways Donna has help d me so... See more
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I would give 4 stars, unfortunately, but the thing is quite disgusting, namely people entering the pool at the entrance where there are showers, making mud and bringing all the dirty, viruses, diesel,... See more
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The staff are great and the ladies changing area is clean but find the changing village which everyone walks through cold. The aqua aerobics with Sam is great but trying to book onto the popular class... See more
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Company details
Written by the company
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.
Contact info
Hertford Road 505, EN3 5XH, Enfield, England, United Kingdom
3.6
Average
63 reviews
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Be human and don’t hide behind terms and conditions.
Albany gym- lack of common sense. Be human and empathetic.
I have been charged despite making a cancellation with 3 hrs to go- reason being a health issue.
I initiated an email to apologise for the 1 hr shortfall & asked for the charge to be waived but the management at Better do not consider this reason enough- they lost credibility when they quoted terms & conditions!
So what about:
-the app not displaying the fee when u go to cancel a class?
- what it does is cancel the class immediately but if people knew about the charge, they don’t have the option to retract the cancellation. There is only an email after the penalty has occurred.
The right thing to do would be for that to be clear and transparent and allow the customer to appeal- & could be done within the My Account tab.
Yet if u didn’t cancel, could anyone just tap in & walk straight out, no matter how many classes that had booked & not get charged? How does that make sense? That would be a waste as nobody gets the opportunity to fill those unused classes.
& after speaking to head office, as if the feedback wasn’t clear, they tell me I can log a complaint. Oh dear.
I have to say I spoke with a lovely lady but her manager did not do the right thing by me, nor by her- by letting her explain their poor decisions.
Do better. Please.
August 30, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Good Afternoon Bina,
Thank you for Your feedback.
We appreciate you providing us with this valuable feedback as this helps us improve.
We apologise that you have not had a positive experience with us and hope we can get better.
In regard to the cancellation of your class, we kindly request a notice of four hours in order to avoid any penalties. However, should you need to cancel your class within the four-hour timeframe, we encourage you to reach out to our customer service team via phone for assistance with the cancellation. Additionally, please be aware that we are unable to waive charges in all circumstances; this will be determined based on the specific situation and at the discretion of management.
I hope this information is of use. Thank you for your understanding. I hope you have a good day.
Kind regards
Aaiasa
SEND swimming sessions
The staff appear disinterested and not set up for the session. Does not appear that they have worked with children with SEND before and some interactions are less than desirable. Hopefully this will improve with time but was expecting a lot more from a session apparently designed for children with special needs. Also, the resources in the pool could also be more suitable for a variety of needs. I think that a family would definitely struggle if their child had significant physical needs which is a shame and missed opportunity
July 29, 2025
Reply from Better - Albany Leisure Centre
Hi SG,
Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience did not meet your expectations, especially in a session specifically designed for children with special educational needs and disabilities (SEND).
Your concerns regarding staff preparedness, interaction quality, and resource suitability are taken very seriously. We are committed to creating an inclusive, welcoming, and supportive environment for all children and families, and it’s clear from your feedback that we fell short in this instance.
We are currently reviewing our training procedures and resource provision to ensure our team is better equipped to support children with a range of needs. Feedback like yours is vital in helping us improve, and we appreciate you highlighting these issues.
Thank you again for your valuable input.
Warm regards,
Charmaine
Machines in gym
My experience is great however it would be top tier if the gym had a chest supported row machine and a smith machine
July 21, 2025
Reply from Better - Albany Leisure Centre
Hi Umut,
Thank you so much for the positive feedback!
We're glad to hear you're having a great experience with us at the Albany Leisure Centre. We really appreciate your suggestions regarding the chest-supported row machine and the Smith machine — equipment recommendations like these help us improve. We'll definitely pass your feedback along to our management team for consideration.
Thanks again, and we look forward to seeing you in the gym! 💪
Kind regards,
Charmaine
Service
I recently visited **Albany Leisure Centre** and had a fantastic experience, thanks in large part to the exceptional service provided by **Rebecca**, one of the staff members. From the moment I walked in, I was impressed by the cleanliness of the facilities and the welcoming atmosphere.
Rebecca stood out with her **friendly demeanor, professionalism, and willingness to help**. Whether it was answering questions about the gym equipment, assisting with class bookings, or simply offering a warm greeting, she made my visit enjoyable and stress-free. Her positive attitude and dedication to customer service truly make a difference.
The leisure centre itself offers **great amenities**, including a well-maintained gym, a refreshing pool, and a variety of fitness classes. However, it’s staff like Rebecca who elevate the experience from good to outstanding.
**Highly recommend Albany Leisure Centre**, especially if you get the chance to interact with Rebecca—she’s a credit to the team!
*Would definitely return!*
July 15, 2025
Reply from Better - Albany Leisure Centre
Hi Asim,
Thank you so much for your wonderful review!
We’re thrilled to hear that you had such a positive experience at the Albany Leisure Centre. Rebecca will be delighted to know that her friendly and professional service made your visit enjoyable—she truly is a fantastic member of our team.
We’re also glad you appreciated our facilities and the welcoming atmosphere we strive to create for all our visitors. Your recommendation means a lot to us, and we can’t wait to welcome you back for another great visit soon!
Thanks again for taking the time to share your feedback.
Kind regards,
Charmaine
Easy booking for swim for fitness
Easy booking for swim for fitness not many people easy to swim my lengths
July 2, 2025
Reply from Better - Albany Leisure Centre
Hi Marcus
Thank you for your review!
We are glad to hear that you’re enjoying the Swim for Fitness sessions and that you find the booking process easy.
We hope you also take advantage of the other facilities available at the Albany Leisure Centre.
Kind regards,
Amir
Wasn’t told two swim lanes were closed…
Wasn’t told two swim lanes were closed for a really loud aqua fit class was very distracting if it was mentioned I could have booked for a more quiet time. The class did look fun though
June 10, 2025
Reply from Better - Albany Leisure Centre
Hi Nina,
Thanks so much for your feedback.
We’re sorry you weren’t informed about the swim lanes being closed for the aqua fit class — we totally understand how that could be distracting. We’ll make sure to improve our communication so everyone can choose the best time for their swim. Glad to hear the class looked fun though!
Hope to see you back soon!
Warm regards,
Charmaine
Better helped me very much when I was…
Better helped me very much when I was fined £3 for not attending , I went over there to tell them that I was there and within a few hours it was sorted
June 5, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Pamela
Thank you for your review.
We are sorry for the inconvenience caused by the incorrect penalty fee and pleased to see this has been removed and your query resolved.
We hope you continue to enjoy using the Better facilities and the fitness classes!
Kind Regards
Amir
It is a very big and beautiful complex…
It is a very big and beautiful complex but it is managed very badly especially the cleaning issue, the toilets, shower cabins, sauna room, pool, fitness area really smells bad everywhere. I find it dirty every time I come. Please give importance to cleanliness…
May 27, 2025
Reply from Better - Albany Leisure Centre
Hi Mehmet
Thank you for your review.
We are very sorry to hear about your experience at the Albany Leisure Centre and have passed your feedback on to the General Manager to look into.
We hope this will assist in improving your experience with us.
Kind Regards
Amir
All the instructors are truly amazing
All the instructors are truly amazing. Fun, and cater for everyones individual needs.
May 22, 2025
Reply from Better - Albany Leisure Centre
Hi Alexandra,
Thanks for your review.
We are so pleased to hear that all the instructors at Albany are so amazing - we agree!
Warm Regards
Hazal
Awful response to suggestions made
Not transparent on additional charges if missing a class- that’s already been paid for by a subscription!
No reminders for the events closer to the time to allow people to deal with cancellations.
Still waiting for a refund of initial deposit due to very recent Covid.
Classes not available as soon as advertised- water aerobics- why?
Dear Charmaine.
That’s a good reply but sadly ur stage 2 customer service person disagrees with u. He showed zero consideration and apparently all my fault and it’s ok for u to:
- charge me the full month despite no use whatsoever
- charge a cancellation fee when I’ve already paid a membership, what’s it to u if my space wasn’t used?
- no consideration for illness shortly after registering and with priorities affected as a result.
I would give u guys a minus rating.
May 16, 2025
Reply from Better - Albany Leisure Centre
Hi Bina,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and appreciate the opportunity to address your concerns.
We understand your frustration regarding the clarity of charges, and we’re currently reviewing our communication to ensure all policies, especially regarding missed classes, are more transparent going forward.
Regarding reminders for events, that’s a great suggestion. We’re exploring improved notification options to help members stay informed and manage scheduling more easily.
We sincerely apologise for the delay in processing your refund due to your recent illness. Please know we take this seriously and would be happy to look into it right away—feel free to contact us directly at Customer Services so we can resolve it promptly.
As for the delay with the water aerobics classes, we’re sorry for the inconvenience. There were some unexpected scheduling issues, but we’re working hard to launch them as soon as possible and will keep all members updated.
We appreciate your patience and hope to improve your experience moving forward.
Warm regards,
Charmaine
Yoga class is always rescheduled or…
Yoga class is always rescheduled or canceled. There’s no yoga class since I joined at the Albany Leisure centre.
This is not value for money.
April 30, 2025
Reply from Better - Albany Leisure Centre
Hi Selina,
Thanks for your review.
We are sorry to hear that some classes have been rescheduled/cancelled since you joined on the 26/04.
We never want to disrupt our members, however, sometimes these schedule changes/cancellations are unavoidable.
We appreciate your feedback and hope that we can do better in the coming weeks!
Warm Regards
Hazal
At Albany
At Albany, a particular member of staff ( an Asian or Turkish l, don't even know where she's from is so rude, unprofessional, and has a really bad behaviour and she needs to be sacked. Twice she's done this and in the presence of my child. The manager doesn't care about customer service, otherwise why is that staff still displaying bad customer service and stinking attitude. Junior gym is so restricted and my child hated it there when he gets watched everytime he's there I will never recommend Albany to any children. A particular instructor has bad manners. Didn't care whether the air-condition was on or not especially during spinning. I asked him to check for us and he responded ' I don't know'..so I had to stop attending his classes. Very rude staff and giving us ugly stares all the time. Never again!!
April 17, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Member,
We’re truly sorry to hear that you’ve had a negative experience at our Albany Centre. Please know that we take feedback like yours seriously, and we’ll be looking into this further with our Centre team.
Thank you for bringing this to our attention—we’re always looking for ways to improve, and your feedback is incredibly valuable in helping us do that.
Kind regards,
Sarah H
Great lifeguards.
The lifeguards at this centre were wonderful this morning. Very supportive and helpful in my Swim For All session. Will definitely go to that session again.
April 16, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Hi,
Thank you so much for your kind words!
We're delighted to hear that the lifeguards were so supportive and helpful during your Swim For All session.
It’s fantastic to know you had such a positive experience and plan to join us again — we look forward to welcoming you back soon!
It has changed for the better
It has changed for the better! New equipment but still missing some facilities like the fly machine which is a basic machine that every gym should have. Would have given a 5 star rating but not having a fly machine is a big thing for a gym. That being said 5 star all day. Nice and clean and has friendly staff. The lessons look great and i would recomend this place to many people.
March 26, 2025
Reply from Better - Albany Leisure Centre
Hello Birol,
We truly appreciate your kind review!
It’s wonderful to know that you’ve observed the enhancements with our new equipment and that you’re enjoying the clean and friendly environment at the Albany Leisure Centre. Your input regarding the fly machine is valuable, and we will certainly keep that in mind as we work on improving our facilities. We’re also pleased to hear that you’re enthusiastic about our lessons and would suggest us to others! Your support is greatly valued, and we eagerly anticipate your return soon!
Kind regards,
Charmaine
ALBANY DOES IT BETTER
Albany has exceeded all expectations. The reception staff are always friendly and welcoming. They have taken the time out to get to know their customers on a personal level. The teachers are committed and provide varied classes each week and are generally interested in seeing progress with each individual class member. The thing that makes Albany “ BETTER” is the diversity of customers that they attract which is reflected in the age range from young to 87 years old in some classes, people with physical disabilities and people who lack confidence. To be able to get a group like this together in 1 room is an achievement in itself and for me is the environment that motivates me to be the best version of myself. This culture starts from the top, down and manifests in the way we as members treat each other.
I love Albany
March 21, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Angela,
I hope this message finds you well! I wanted to take a moment to express our heartfelt gratitude for your thoughtful review. We are absolutely delighted to hear that your experience at Albany has not only met but truly exceeded your expectations.
Our dedicated team puts in a tremendous amount of effort to cultivate a welcoming and inclusive environment, so it’s incredibly rewarding to know that you have felt the warmth and care from both our reception staff and teachers. Each member of our team is committed to ensuring that every individual feels valued and supported.
We take immense pride in the rich diversity of our community, where different backgrounds and perspectives come together to create a vibrant atmosphere. It’s inspiring to hear that this diversity motivates you to strive for your best self. Our goal is to foster a community where everyone can thrive, and it’s wonderful to know that you feel connected to this mission.
Having such a positive and supportive group of members like you truly makes our community special. We are thrilled to have you as part of this journey with us, and we look forward to continuing to grow and support one another in the future.
Thank you once again for your kind words and for being such an integral part of Albany!
Warm regards,
Charmaine
Hi a huge thanks to our lovely Juleka…
Hi a huge thanks to our lovely Juleka for your fantastic help with my membership change, the front of desk girls are always do helpful go above and beyond to help can't fault with the help at Albany leasure centre
Tidh
March 12, 2025
Unprompted review
Good and Bad
I like the fact that Better has many group classes in the morning, but I don't like thier waiting list format. I cannot see my place in waiting list and despite being on a list I still have to book the session whenever it's available. And cleanliness in the class and gym.
March 3, 2025
Reply from Better - Albany Leisure Centre
Hi Jigisha,
Thank you for sharing your feedback!
We’re glad to hear that you appreciate the variety of group classes we offer in the morning at the Albany Leisure Centre. We also understand your frustration with the waiting list system and the ability to view your place on it—your input is very helpful, and we’ll look into ways to improve that process. As for cleanliness, we take that seriously and will make sure to address any areas that need attention.
We appreciate you taking the time to help us improve, and we hope to make your next experience better!
Kind regards,
Charmaine
Sam’s classes on Monday Tuesday and…
Sam’s classes on Monday Tuesday and Friday are absolutely brilliant. I have been going for over a year now. Sam has created a great all inclusive vibe and community in her classes. Making ALL FEEL WELCOME. Judgement free zone!
February 28, 2025
Unprompted review
Reply from Better - Albany Leisure Centre
Hi Lorraine,
Thank you so much for your kind words!
We are extremely happy to hear you've been enjoying Sam's classes and the inclusive atmosphere she's created at the Albany Leisure Centre. It's wonderful to know that the environment feels welcoming and judgment-free for you. We truly appreciate your support and look forward to seeing you in class again soon! 😊
Warm regards,
Charmaine
The facilities are clean and the tutors…
The facilities are clean and the tutors welcoming.
February 24, 2025
Reply from Better - Albany Leisure Centre
Hi Jean
Thank you for your review,
We are very pleased to see the Albany Leisure Centre is well maintained and the staff and instructors are creating a welcoming atmosphere for you and your fellow members.
We hope you enjoy using the facilities and thank you for choosing Better.
Kind Regards
Amir
toilet dont flush properly
toilet dont flush properly. changing cubicle and rooms smell of urine. Need adequate sitting area for parents
November 26, 2024
Reply from Better - Albany Leisure Centre
Good Morning Customer,
Thank you for taking the time to share your review with us. We truly appreciate your feedback as it helps us improve our services.
We are very sorry to hear about the issues you experienced during your visit to the Albany Leisure Centre, particularly concerning the cleanliness and maintenance of the facilities. Please rest assured that we take your comments seriously. I will pass your feedback directly to the centre management team, highlighting your specific concerns along with any suggestions you have provided. They will conduct a thorough review to address these issues and implement improvements where necessary.
Your experiences matter to us, and we are committed to ensuring that all our customers have a positive experience when visiting our centre. If you have any further suggestions or concerns, please feel free to reach out.
Thank you once again for bringing this to our attention. We hope to welcome you back soon under better circumstances.
Warm regards,
Charmaine
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