Setting a junior membership up was so stressful on the Web. I called the number and James Gough couldn't have been anymore helpful. I was on the wrong plan for my son and he sorted it all out for us t... See more
Company replied
Location
Switch locationNeilson Road, NE10 Gateshead, England, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
There were some teething troubles with getting into the centre, with the new QR code barrier, otherwise, no difference. I found the app a bit difficult to navigate. I was told I had to activate it, bu... See more
Company replied
TV option on exercise machines (cross-trainers, treadmills and bikes) does not work. No internet/ariel connection. This has been a problem for years. It was occasionally fixed only to reoccur soon af... See more
Company replied
Easy to manage everything on the Better UK app, all the gym equipment is brand new also. Very happy with my local gym
Company replied
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
Neilson Road, NE10, Gateshead, England, United Kingdom
3.4
Average
9 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Setting a junior membership up was so…
Setting a junior membership up was so stressful on the Web. I called the number and James Gough couldn't have been anymore helpful. I was on the wrong plan for my son and he sorted it all out for us there and then. Thanks James, I probably would have cancelled if it wasn't for you being super helpful and supportive. 👌
February 6, 2026
Unprompted review
Reply from Better - Gateshead International Stadium
Thank you very much for sharing your experience with us,
We are happy to hear we were able to help you when you needed.
James will appreciate your feedback for sure.
Kind Regards
Took over the gym we have memberships…
Took over the gym we have memberships for, utterly awful service. Couldn't link my account with the app, management at the Gateshead International Stadium were so bad that they booked in a remodel at the same time they were hosting private GCSE exams - workmen drilling and insane noise levels whilst private bookers are taking exams. Just shows you that they think more about money than the people who are booking their facilities. Couldn't even access the place and the customer service on the phone was not much better. Happy to take your money and provide little to nothing for it!
May 19, 2025
Reply from Better - Gateshead International Stadium
Hi Zoe,
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your recent experience and the frustration it’s caused. This certainly isn’t the standard we aim to uphold.
We understand how important it is for our facilities to be accessible, quiet, and well-managed—especially during critical times like exams. Your concerns about noise disruption, difficulties with the app, and the quality of customer service are being taken seriously, and we’re currently reviewing our processes to ensure better planning and communication moving forward.
Thank you again for your feedback—it helps us improve.
Kind regards,
Charmaine
Excellent service
Easy to manage everything on the Better UK app, all the gym equipment is brand new also. Very happy with my local gym
June 11, 2025
Reply from Better - Gateshead International Stadium
Hi Gary,
Thank you so much for your wonderful feedback!
We are delighted to hear that you find the Better UK app easy to use and that you’re enjoying the brand new equipment at the Gateshead International Stadium. We’re committed to making your fitness experience the best it can be. Keep up the great work, and we look forward to supporting you on your fitness journey! 💪😊
Kind regards,
Charmaine
I’m having to write this due to false…
I’m having to write this due to false expectations and promised callbacks not made and me having to chase up an activity we usually play there every Tuesday night.
Just not good at all. You can blame the takeover or system bookings, block bookings etc but realistically really, this should have been preplanned and sorted before as it’s been 15 days since the takeover.
April 15, 2025
Unprompted review
Reply from Better - Gateshead International Stadium
Hi Aj,
We’re truly sorry to hear that you’ve been experiencing issues with your bookings. We apologise for any breakdown in communication and sincerely regret that the transition period hasn't been as smooth as we had hoped.
As a company, we are committed to providing the best possible experience for our customers, ensuring they feel heard and that any issues are resolved quickly and efficiently. We regret that this has not been the case for you, and we would greatly appreciate the opportunity to rectify the situation.
Please contact us directly at customerservices@gll.org ,our team will be on hand to assist you.
We look forward to hearing from you.
Kind regards,
Sarah H
The worst customer service
The worst customer service! And just an all round joke!
I pay for swimming lessons and have done for years now with go gateshead, I was told better are taking over and the only change will be the name on my direct debit.. only that's not the case better have taken away the free swim for one adult with child participating in lessons which was always free with the price increase, so now we don't get this and only my child gets free swimming but isn't allowed to swim unattended and I now need to pay an extra £5 to swim with him! I've email and tried to make contact on numerous occasions to find out what's going on and no one gets back to me, I had emails saying I'd re joined at a different centre then another email saying sorry I'm leaving but no one seems to no what's going on!
How long does the average respone take?
April 1, 2025
Reply from Better - Gateshead International Stadium
Hi Fern,
I’m really sorry to hear about your negative experience. We strive to provide excellent service, and it's clear we fell short in this instance. We'd love the chance to make things right. Could you please share more details about your experience so we can address your concerns directly?
Kind regards,
Charmaine
Hi Fern,
I can see that your complaint is with a senior member of the team and they are currently discussing your access with the migration team. You will get a response once they get an update.
Please bear with us.
Kind regards,
Charmaine
There were some teething troubles.
There were some teething troubles with getting into the centre, with the new QR code barrier, otherwise, no difference. I found the app a bit difficult to navigate. I was told I had to activate it, but couldn't find any activate button other than a tiny little link which seemed to link to a password change request?
April 2, 2025
Reply from Better - Gateshead International Stadium
Hi Alison,
Thank you for sharing your feedback!
We're sorry to hear about the trouble you experienced with the new QR code barrier and the app navigation. We understand how frustrating it can be when things aren’t as intuitive as expected. We'll definitely look into the issue with the activation button and make sure it’s clearer. Your feedback helps us improve, and we’ll work on making the process smoother for everyone. If you have any other concerns or suggestions, feel free to reach out.
Thank you for your patience!
Warm regards,
Charmaine
Its scruffy tiles missing all over…
Its scruffy tiles missing all over standards have dropped ive trained here for 44years not so much as a free t shirt
April 2, 2025
Reply from Better - Gateshead International Stadium
Hi Paul,
Thank you for sharing your feedback.
We truly value the input of long-standing members like yourself. We’re sorry to hear about your experience with the condition of the tiles and the decline in standards. Your loyalty over the past 44 years means a lot to us, and we certainly don’t want you to feel disappointed. We’ll be looking into these issues immediately to make sure improvements are made.
Thanks again for your continued support, and we hope to provide a better experience soon.
Kind regards,
Charmaine
Very helpful and polite staff who got…
Very helpful and polite staff who got everything sorted for me
April 1, 2025
Reply from Better - Gateshead International Stadium
Hi Stacey
Thank you for your review.
It is wonderful to see the staff at Gateshead International Stadium have been able to help and assist with your query.
We hope you enjoy using the facilities, and thank you for choosing Better!
Kind Regards
Amir
TV option on exercise machines not working.
TV option on exercise machines (cross-trainers, treadmills and bikes) does not work. No internet/ariel connection. This has been a problem for years. It was occasionally fixed only to reoccur soon afterwards. It needs fixing properly.
March 24, 2025
Reply from Better - Gateshead International Stadium
Hi Mr Walter
Thank you for your feedback.
We sincerely apologise for the ongoing issues with the TV option on our exercise machines. We understand how frustrating this must be, especially given that it's been a recurring problem. Please know that we take your concerns seriously, and we are currently looking into a permanent solution to ensure this issue is resolved once and for all. We appreciate your patience and will keep you updated on the progress. Thank you for bringing this to our attention!
Warm regards,
Charmaine
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.