Better is a nation-wide chain of health centres (eg. gym, swimming pool etc) that serves local communities in the respective areas. I rang up the Better Gym Hackney/East London helpline recent... See more
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Switch locationPitfield Street, N1 5FT Hackney, GB
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I recently tried Winta’s Menopause for Women class and really enjoyed. At the moment, they all seem to be in the morning, which makes it really difficult for those of us who work during the day. More... See more
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I just wanted to leave a review to say how impressed I was with the service I received from Dan this evening. I was having trouble booking tennis courts, but he jumped in to help right away. In fact... See more
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My son goes to basketball lessons and they are getting worse as the weeks go by the coaches have no plan the hardly ever start on time the coaches let children wonder out of the sports hall not k... See more
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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.
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Pitfield Street, N1 5FT, Hackney, United Kingdom
3.5
Average
131 reviews
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Reply from Better - Britannia Leisure Centre
Hi Mercedes
Thank you for your review.
It is wonderful to know that the staff at Britannia Leisure Centre are creating a brilliant atmosphere in the classes, and we hope this continues!
Kind Regards
Amir
Went to the swimming pool today with my…
Went to the swimming pool today with my sister and our kids. My sister went into the pool with our kids and is not my sister's first time going there. I did not go into the pool, and one of the staffs came up to me and said in a very rude manner that, 'I was messing with his count'. I was shocked 😲, especially the manner in which he spoke to me very rudely and continued to be rude to me. And when I spoke to Olivia who is the deputy manager, she was very rude to me as well and when I tried to explain my experience to her, she said oh we have policy. I was like I am not talking about policy but the way your staff spoke to me to my surprise she rolled her eyes at me and said whatever and walked away. For my first time going there my experience was horrible and the staffs in the swimming area where not good at all. And none of them have Id badges. Only the Olivia who said she is deputy manager that had a name badge on. Very rude staffs with no customer service etiquette. Will never recommend the Hackney branch
July 23, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Hulayatu,
Thank you for your review!
We are very sorry to hear about your experience during your visit, particularly regarding the interaction you had with one of our team members.
We take all feedback regarding customer service seriously, and it is concerning to hear that you felt spoken to rudely despite trying to raise your concerns.
While our staff are required to follow operational and safety policies, this should always be communicated with professionalism.
We'll be sharing your comments as feedback for the team, and to fully understand the situation, to note where we went wrong.
Thank you again for raising this!
Warm Regards,
Kaisha
Need SEND training
The staff do not seem to be trained on SEND. My son and his friend were treated appallingly. Total lack of understanding apart from Tommy, who helped us out.
July 7, 2026
Reply from Better - Britannia Leisure Centre
Hi Claire,
We’re very sorry to hear about your experience, and we sincerely apologise for the way your son and his friend were treated.
We understand how important it is for all customers, especially those with additional needs, to feel supported, respected, and included. The situation you’ve described is extremely concerning and not the standard of care we aim to provide.
We do appreciate you highlighting Tommy’s support, and we’ll make sure your positive feedback is shared with him. At the same time, your wider concerns regarding staff awareness and training around SEND will be taken seriously and passed to the management team for urgent review.
Thank you for bringing this to our attention.
Warm Regards,
Hazal
Unprofessional
My son goes to basketball lessons and they are getting worse as the weeks go by the coaches have no plan the hardly ever start on time the coaches let children wonder out of the sports hall not knowing where they are going people from the session before stay in the sports hall while children are having there lessons plus more, I have emailed on several occasions and have got no response back
I have emailed you like you have said and still got no reply
Still
No reply and now the staff are being ignoring me when I’m in the centre so like I said unprofessional
June 29, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Emma,
Thanks for your review!
We're deeply sorry to hear this and would like to find out more.
If you have the time, please share this email with our Customer Service Team. You can put 'FAO Kaisha' in the subject heading.
Our email address is: customerservices@gll.org
We look forward to your response!
Warm Regards,
Kaisha
Fined for my son being ill.
Booked swimming for my son and I, and paid in advance. My son woke up with a cold so we couldn't go, and I did the responsible thing and cancelled via the portal. I wasn't expecting a refund, but I wasn't expecting to be charged a £3/ticket (£6 total) "no-show" fee.
I shouldn't be fined due to my son being ill.
June 7, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Julien,
Thank you for your review!
We're more than happy to review a penalty fee for illness or mitigating circumstances, as we appreciate that our members cannot always cancel in line with our booking policies.
This fee is automatically awarded, so it's not something we can prevent from being applied beforehand.
We can investigate this further if needed. Please contact us at:
Customerservices@gll.org
Thank you again for your review!
Warm Regards,
Kaisha
The gym is always so dusty and dirty
The gym is always so dusty and dirty, no one cleans around the weights machines or under. People will breathe the dust while exercising. Some machines are broken for months. Water fountain in the gym is broken for months. Thank you
April 17, 2026
Reply from Better - Britannia Leisure Centre
Hi Evelina,
Thank you for your feedback!
We really appreciate your comments regarding the cleanliness and maintenance of our facilities.
We're more than happy to share this with the team for further investigation.
Thank you for raising this with us!
Warm Regards,
Kaisha
Menopause Strenght - Women
I recently tried Winta’s Menopause for Women class and really enjoyed. At the moment, they all seem to be in the morning, which makes it really difficult for those of us who work during the day. More evening classes for women’s strength, wellness and menopause support would make such a huge difference!
May 14, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Marisa
Thanks for your review.
We are so pleased to hear that you are enjoying the women 's-only classes at Britannia.
We have noted your feedback on the timetable of these classes and will pass this feedback on to the centre team.
Kind Regards
Rachel
Nicole is great!
Better is a nation-wide chain of health centres (eg. gym, swimming pool etc) that serves local communities in the respective areas.
I rang up the Better Gym Hackney/East London helpline recently and just want to commend and thank Nicole for a job well done!
She was most empathic and understanding that my daughter is too unwell to attend her upcoming swimming class. Thus I'm most impressed to how Nicole was professional, friendly and effective over the phone. Fixed my problem, and did so in a way that reassured me that all would be well.
Well done Nicole! Job well done!
May 2, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Dear Ian
Thank you for your fantastic review
We are so delighted to hear that our Customer Service Team were able to assist you.
We pride ourselves on providing excellent customer service and are happy that this has been reflected in the service you have received.
We have also passed on your comments to Nicole, and we hope your daughter feels better soon.
Kind regards
Rachel
I love the new building with all the…
I love the new building with all the latest amenities, state of the art , technology machines and equipments… … The swimming pool 🏊 is AWESOME, large, big and clean and nice and new. And your
Customer Service is very efficient and HELPFUL… With so many different activities to choose from 👍👌So I give you a 10 out of 10… EXCELLENT 👍
April 21, 2026
Reply from Better - Britannia Leisure Centre
Hi Eulin,
Thanks so much for your fantastic feedback!
We’re really pleased you’re enjoying the new building and all the modern facilities, and it’s great to hear the pool and equipment are making such a positive impression.
We’ll also make sure your kind words about the customer service team are passed on, they’ll be delighted to know they’ve been so helpful.
We really appreciate your support and are glad you’re enjoying the variety of activities on offer. Thanks for the 10/10!
Warm regards
Azaria
Fun first visit to Britannia Leisure…
Fun first visit to Britannia Leisure Centre with my two young Grandsons. Fantastic guidance and support from all the staff (reception through to poolside). Thank you so much for a great session at Family Fun Swim.
April 21, 2026
Reply from Better - Britannia Leisure Centre
Hi Melanie,
Thanks so much for your lovely feedback!
We’re really pleased to hear you and your grandsons had a fun first visit to Britannia Leisure Centre, and that the Family Fun Swim was such an enjoyable experience.
It’s great to know the team made you feel well-supported, we’ll be sure to pass your kind words on to them.
We really appreciate you sharing this and hope to welcome you all back again soon!
Warm regards,
Azaria
Helpful staff/Instructors
Helpful staff.
The gym instructor are the best I have seen. Especially Rosleen she is the best.
The gym is always clean . We Enjoy the women's session on Mondays and Wednesdays too.
April 21, 2026
Reply from Better - Britannia Leisure Centre
Hi Afsheen
Thank you for your review.
We are thrilled to hear you enjoy our clean gym, supportive staff, and women’s sessions.
It is also great to know that Rosleen is providing great fitness classes, and we will be sure to pass your feedback on!
Kind Regards
Amir
Learning new skills was good and I'm…
Learning new skills was good and I'm happy with my swimming instructor
April 16, 2026
Reply from Better - Britannia Leisure Centre
Hi Serena,
Thanks for your review.
We are so pleased to hear that you are enjoying Britannia Leisure Centre!
Have fun swimming!
Warm Regards
Tom
Excellent services
Very good customer service. The trainers are so nice and patient. Very neat facility
April 16, 2026
Reply from Better - Britannia Leisure Centre
Hi Gold,
Thanks for your review.
We are so pleased to hear that you are enjoying Britannia Leisure Centre!
Warm Regards
Tom
Relaxed environment
Relaxed environment, staff are all nice and helpful. Gym has plenty of equipment. The hot water works in the showers. Can also grab a coffee after which is nice.
April 15, 2026
Reply from Better - Britannia Leisure Centre
Hi Ciaran,
Thanks for the great feedback!
We’re glad you’re enjoying the relaxed feel of the gym and that the team have made you feel welcome.
It’s also good to hear the facilities and equipment are meeting your needs, and that you can top it off with a coffee afterwards.
Hope to see you again soon!
Warm regards,
Azaria
No refund, no accountability, terrible service
Extremely poor service, lack of accountability and no refund
My son attended Kings Hall for 7 years. The centre was then closed and he was reassigned to a centre that was too far for us to reasonably travel to. We then tried Britannia, but the experience there was very disappointing — the classes were overbooked, uninspiring, and my son no longer wanted to attend.
I called to cancel the membership and was advised by a staff member on the phone to cancel the direct debit. After doing so, the centre then refused entry to my son, despite still holding two months’ payment in advance on his account.
What followed was extremely frustrating: over 25 calls chasing a refund, with repeated promises that a manager would call me back and that a refund request would be processed. Two months later, nothing has been refunded and there has been no proper resolution.
This company shows very poor management, a lack of accountability, and unprofessional customer service. Their main focus appears to be retaining money rather than resolving issues fairly.
I would not recommend this organisation based on my experience.
February 23, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Mika,
Thank you for your feedback!
When a customer cancels their Direct Debit agreement through the Bank, this cancels the lessons with immediate effect.
We always advise against this if you still wish to attend your lessons, and prompt members to cancel at the end of their agreement.
If your payment was taken before you cancelled your Direct Debit agreement, we're happy to look into reactivating the lessons in line with this.
However, we wouldn't offer a refund of your Month In Hand fee, as this is a non-refundable payment that members make when they register.
Regarding our communication, we're saddened to know that we may have fallen short in this department, and you felt like we offered no proper resolution.
If you'd like to discuss the above further, please contact us at customer services and put 'FAO Kaisha' in the subject line.
Our email address is: customerservices@gll.org
We look forward to your response!
Warm Regards,
Kaisha
Swimbies love
Mirko the instructor is great! she really loved her first swimming lesson,
March 29, 2026
Reply from Better - Britannia Leisure Centre
Hi Bianca,
Thanks for your review.
We are so pleased to hear that Mirko at Britannia Leisure Centre has been so supportive!
Warm Regards,
Tom
Amazing
Amazing
The venues are all so clean and the staff are always so helpful the equipment is first class sometimes some aren’t working but that’s because of the frequent usage.
The only thing is the pool is always so cold which is a big let down but everything else is great
March 26, 2026
Reply from Better - Britannia Leisure Centre
Hi Michael
Thanks for your review.
We are so pleased to hear that you are enjoying the facilities at Britannia Leisure Centre and are delighted to hear that our team are helpful.
We will ensure your feedback is passed on to the team at the centre.
Warm regards
Rachel
Dan is amazing!
I just wanted to leave a review to say how impressed I was with the service I received from Dan this evening. I was having trouble booking tennis courts, but he jumped in to help right away. In fact , what really stood out was that when our call accidentally dropped, he actually called me back to make sure everything got sorted. That level of care and determination is rare these days, I tell you.
Dan was patient, professional, and genuinely committed to helping me even when my schedule wouldn’t allow me to rebook anyway. Thanks to him, my night got way better. Honestly, customer service like this makes such a difference. Huge thanks, Dan!
March 2, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hi Marlee,
Thank you so much for your lovely review!
We’re really pleased to hear about the positive experience you had with Dan during your recent visit to Britannia Leisure Centre.
It’s great to know how prompt he was with your tennis court booking, and that he followed up when the call dropped to make sure everything was resolved.
We're thrilled to know that he was patient, professional, and genuinely committed to resolving the issue.
We'll be sure to pass on your kind words to him!
Warm Regards,
Kaisha
Great facilities for baby swim classes
Such a lovely place to visit with your baby, and their baby swim class is just the best
February 9, 2026
Reply from Better - Britannia Leisure Centre
Hi,
Thank you so much for your kind words!
We’re delighted to hear that you and your baby enjoy visiting our Britannia Leisure Centre.
It's great to know that you think the baby swim classes are the best, and this truly means a lot to us.
We look forward to welcoming you both back to the pool again soon!
Warm Regards,
Kaisha
Grateful
I can’t recommend Fidan enough to any parent looking for a SEND swimming teacher. She tailors every lesson to suit my autistic son’s sensory and communication needs, making him feel safe and understood. Her calm, consistent approach has helped him gain a level of water confidence we once thought was out of reach.
Britannia Leisure Centre is truly fortunate to have such a skilled and inclusive instructor on their team.
February 16, 2026
Unprompted review
Reply from Better - Britannia Leisure Centre
Hello Esther,
We are delighted to hear that your SEND swimming lessons at Britannia Leisure Centre with Fidan have completely met your expectations.
She is committed to adapting each session to your son's autistic needs, ensuring he feels safe, understood, and supported throughout.
I will be sure to pass your wonderful feedback on to the centre to share with Fidan.
Kind regards
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