The gym is great and the baths too. Staff are lovely and it is always impeccable clean. I donated one star because of the ridiculous rule that you can not phone the gym directly but have to go through... See more
Company replied
Location
Switch locationShibdon Road, NE10 0PD Blaydon-on-Tyne, 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
I love the choice of fitness classes, gym workout or swimming, easy to book on the app and different choices of memberships with no contract to suit everyone. The staff are approachable, helpful and f... See more
Company replied
Unfortunately due to lack of comunication my grandson aytended his 1st and last swimming lesson last week. He is autistic and doest like his face being splashed. I didnt get a chance to talk to the in... See more
Company replied
Booked by daughters swimming lessons a few days in advance. She had an amazing time an the trainers were fantastic. She had a medal and certificate and was thrilled.
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
Shibdon Road, NE10 0PD, Blaydon-on-Tyne, England, United Kingdom
3.7
Average
31 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.
Reply from Better - Heworth Leisure Centre
Hi
Thank you for your review.
We are delighted to hear that you think our teachers at Heworth Leisure Centre are great, and we will be sure to pass your feedback on!
Kind Regards
Amir
Helpful staff at reception and poolside…
Helpful staff at reception and poolside making the expierance hassle free.
April 21, 2026
Reply from Better - Heworth Leisure Centre
Hello Mrs Carr
Good afternoon. Thank you so much for sharing your review.
We’re absolutely delighted to hear that the team at Heworth Leisure Centre has been so supportive and helpful, making your experience truly enjoyable.
Warm regards
Rachel
Easy to set up well my daughter did it…
Easy to set up well my daughter did it but I spoke to a lovely gentleman on the phone and he was so helpful
April 21, 2026
Reply from Better - Heworth Leisure Centre
Hi Jillian,
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 the agent who assisted you!
Warm Regards
Azaria
False advertising??
Whilst I am very happy with the centre’s facilities, I am frustrated by the fact that they take a booking for a swim for all session (as opposed to swim for fitness) and twice we have all been put together in two swim lanes because the other lanes (which they advertised and I booked) are being used for something else. I am not a fast swimmer and don’t appreciate being out in with the fast swimmers and I am sure they don’t appreciate me holding them up. If the lanes aren’t available then dont sell them as such ! And you’ve got the address wrong for Heworth on your drop down menu…..
April 2, 2026
Reply from Better - Heworth Leisure Centre
Hi Sarah,
Thank you for your review!
We're thrilled that you're enjoying the range of facilities we offer at Heworth Leisure Centre.
We appreciate your feedback regarding the lane distribution of our Swim For Fitness sessions during peak times.
Please note that we've shared this with the wider team for further review, as we appreciate that more lanes may have been advertised ahead of the booking.
We apologise for any inconvenience and frustration this has caused.
Thank you for your feedback!
Warm Regards,
Kaisha
No communication
Unfortunately due to lack of comunication my grandson aytended his 1st and last swimming lesson last week. He is autistic and doest like his face being splashed. I didnt get a chance to talk to the instructor so my grandson entered the pool on his own, by time i got to the veiwing area the instructor was splashing all the children, my grandson wanted out the pool and wouldnt get back in. He now womt return.
March 24, 2026
Reply from Better - Heworth Leisure Centre
Hi Lynda,
Thank you for sharing your review with us!
We’re very sorry to hear about your grandson’s experience during his first swimming lesson with us.
We understand how important it is for our instructors to be aware of individual needs, especially for children who may feel uncomfortable in certain situations.
We’re sorry that there wasn’t an opportunity to communicate this beforehand, and we're saddened to hear how upset this made him feel during the session.
If you have the time, please send an email with some more information to our Customer Service Team.
Our email address is: customerservices@gll.org
Thank you again for your feedback!
Warm Regards
Kaisha
Signing in problems and resulting fines
There seems to be a problem with the signing in process because I'm regularly getting fined for activities I have actually attended. This is preventing me from registering for activities until I can get to the gym to resolve the issue.
March 25, 2026
Reply from Better - Heworth Leisure Centre
Hi Eva
Thanks so much for sharing your feedback with us
We're sorry to hear about the trouble you experienced.
When you have a booking and arrive at the centre, please scan in at the barriers using the "self-check-in "tab on the Better UK App to register your attendance for the activity. You should see the message "You're checked in" once you've scanned through, appear on your app.
Alternatively, you can check in with the concierge team, and they will update your booking to attended on the register.
If you enter through an open barrier or gate, your attendance won't be registered, which might lead to a "no-show penalty."
We hope this helps. Our friendly and dedicated team is always happy to assist you with any questions, so please feel free to call us anytime if this happens again.
Customer Services 0208 317 5000
Kind regards
Rachel
Fantastic swimming lesson team at Heworth…
The swimming lesson team at Heworth pool are absolutely fantastic. They really help the children to overcome fear of water , fear of classes without parents and build their confidence . Unfortunately The pool temperatures are far too cold for the children.
March 18, 2026
Reply from Better - Heworth Leisure Centre
Hi Lorraine
Thank you so much for your review.
We're absolutely thrilled to hear such kind words about the swimming teachers at Heworth, and we'll make sure to share your lovely feedback with them.
We will pass your comments on to the centre management regarding the pool temperature.
Thanks again for taking the time to share your thoughts.
Kind regards
Rachel
The gym is great and the baths too
The gym is great and the baths too. Staff are lovely and it is always impeccable clean. I donated one star because of the ridiculous rule that you can not phone the gym directly but have to go through head office. I actually think this is dangerous in cases of emergency when people have to contact people at the gym.
March 24, 2026
Reply from Better - Heworth Leisure Centre
Hello Mr Egdell
Thank you so much for your wonderful review
We're absolutely thrilled to hear that you're loving the facilities at Heworth Leisure Centre and that our staff have made such a positive impression on you.
We understand it might feel a bit unusual not to be able to call your local leisure centre directly, but our cheerful and dedicated customer service team is always here to help you anytime.
We hope you continue to enjoy your membership.
Kind regards
Rachel
Highly recommend swimming lessons
Booked by daughters swimming lessons a few days in advance. She had an amazing time an the trainers were fantastic. She had a medal and certificate and was thrilled.
November 10, 2025
Reply from Better - Heworth Leisure Centre
Hello Evie,
Thank you very much for your comments and feedback.
We are delighted to know that your daughter is enjoying her lessons
Warm Regards
Feeling at ease
So helpful and I'm a new member so I was a bit nervous on my own but the staff were lovely and friendly I really enjoyed my swim and now I'm not nervous about going on my own
October 9, 2025
Reply from Better - Heworth Leisure Centre
Hi Susan
Thank you for your review.
It's wonderful to hear that the staff at Heworth Leisure have been so supportive during your transition as a new member, and that you're now feeling confident using the swimming pool!
We hope you continue to enjoy using the facilities and thank you for choosing Better.
Kind Regards
Amir
Reply from Better - Heworth Leisure Centre
Hi Christina
Thank you for your review.
We are very pleased to see that the team have been able to assist with your enquiry and help efficiently.
If you have any further queries or questions, please let us know.
Kind Regards
Amir
Great experience at Better …
Great customer service when joining such helpful staff made joining easy and straightforward, great facilities at Heworth Leisure Centre immaculately clean, pool is fantastic and had a lovely induction experience at the gym with a gentleman my only criticism is the reception staff could be a little more friendly otherwise it would have been a five star from me
July 2, 2025
Reply from Better - Heworth Leisure Centre
Hi Ashley,
Thank you for your fantastic review!
We are so delighted to hear that you are enjoying Heworth leisure centre.
We pride ourselves on providing excellent service and any feedback given would be much appriacted as this can help us to imporve our service to our customers.
We have also passed on your comments and feedback to the centre!
Warm Regards
Aaiasa
Better recently took over management of...
Better recently took over management of most gyms formerly ran by GoGateshead. They actively promote using their app which you can use to book classes and scan a qr code for access. While you can still get a physical card, you have to go to the front desk to be let into the gym. Previously with GoGateshead, you just got a member card which you swiped to let yourself in. I don't understand why the old card entry system was removed in place of an app, but I suspect Better use it to collect data on users- even if not it seems unnecessary to remove the old system of card swiping which should have been kept in my opinion.
Better also seemed preoccupied with plastering information boards all over the gyms about how they're such an amazing company, but gave the staff minimal training on how to use their systems, resulting in a fairly bumpy transition between management. The gyms themselves seem to be running just the same so far with some work being undertaken to improve the facilities going forward but I'm not a fan of these app-related upgrades which just seem like fancy tech for tech's sake rather than meaningful improvements to the gyms' infrastructure.
To be clear, I have zero issue with the gyms themselves or the staff who work there (it seems like they were given very little support), it's Better and their practices as a company who give me a bad impression.
April 28, 2025
Reply from Better - Heworth Leisure Centre
Hi Sam,
Thank you for taking the time to share your detailed feedback following the transition from GoGateshead to Better. We appreciate your honesty and understand that changes in systems and operations can sometimes be frustrating, especially when familiar processes are replaced.
We’d like to clarify that the introduction of the Better UK app was aimed at streamlining access, improving user convenience, and offering more flexibility in managing bookings and memberships. That said, we fully understand that not everyone prefers digital solutions, and your point about the card-swiping system is well taken. Your comments will be passed on to the relevant teams to consider how we can better support all members, regardless of their preferred method of access.
We’re also sorry to hear that the transition felt bumpy and that our staff may not have received the level of support you — and they — expected. Our team members are incredibly important to us, and we're actively working to improve training and communication during transitions like this.
Your recognition of the staff and ongoing facility improvements is appreciated, and we’re glad to hear the gyms themselves continue to meet your expectations. We’re committed to making meaningful upgrades and ensuring that any changes truly enhance your experience.
Thank you again for your feedback — it helps us improve.
Kind regards,
Charmaine
Unfortunately the gym iam at is…
Unfortunately the gym iam at is overpacked with children from school over road so at 3 can never use much and it's a small gym to start with limits should be on place for how many come in and most of them mess about
April 29, 2025
Reply from Better - Heworth Leisure Centre
Hi,
Thank you for your feedback. We’re sorry to hear that your experience during peak hours hasn’t met expectations. We understand how frustrating it can be when the gym feels overcrowded and equipment is hard to access. We’re currently reviewing our capacity management and will be looking into ways to improve the experience for all our members, including possibly adjusting peak-time access for younger visitors. Your input is really valuable, and we appreciate you bringing this to our attention.
Best regards,
Charmaine
Not suitable for my child
The swimming class was not at all tailored for my 3 year old. Expecting a year old to go up and down the pool using a pool noodle is absolutely ridiculous. It was his first lesson and he was took straight to the deep end with a lot more advanced, older children. And the lessons I booked were with a different teacher to who was there on Sunday. Not a great start.
April 27, 2025
Reply from Better - Heworth Leisure Centre
Hi Laura,
Thank you for sharing your feedback. We're truly sorry to hear that your experience didn’t meet expectations. We understand how important it is for young children, especially those just starting out, to feel safe and supported in the water.
Our goal is always to create a welcoming and age-appropriate environment, and we clearly missed the mark in your case. We also apologise for the change in instructor without prior notice—that’s not the experience we aim to deliver.
We’d appreciate the opportunity to make this right and discuss how we can better support your child’s swimming journey. Please feel free to reach out to us directly at [your contact info] so we can look into this further.
Thank you again for your feedback—it helps us improve.
Warm regards,
Charmaine
Big Thankful
Just wanna say a big thanks to all the staff at Heworth Leisure Centre – you lot are brilliant! Always friendly, helpful, and the place is spot on every time I pop in. Really appreciate the effort you all put in. Keep it up!
Cheers,
Aram
Zema's Dad.
March 31, 2025
Reply from Better - Heworth Leisure Centre
Hi Aram,
Thank you so much for your awesome review!
We’re chuffed to hear that you enjoy your visits to Heworth Leisure Centre and that our team has made such a positive impression.
Your kind words mean a lot to the whole team.
Knowing our efforts are appreciated keeps us going.
Can’t wait to see you again soon!
Staff at Heworth Better were brilliant…
Staff at Heworth Better were brilliant special mention to Mark Lee Tanya ..what lovely patient people they are ..they helped everyone and nothing was too much of a problem ..thank you for all your.help
April 9, 2025
Reply from Better - Heworth Leisure Centre
Hi Lynne,
Thank you so much for your kind words ,we’re absolutely delighted to hear that the team at Heworth Leisure Centre, especially Mark, Lee, and Tanya, have made such a positive impact on your fitness experience.
It’s wonderful to know that they’re helping our members feel valued and supported. We’re committed to making our facilities accessible to everyone, and it’s great to hear that our team is bringing that goal to life.
Thanks again for your lovely feedback , it really means a lot to us!
Warm regards,
Sarah H
I love the choice
I love the choice of fitness classes, gym workout or swimming, easy to book on the app and different choices of memberships with no contract to suit everyone. The staff are approachable, helpful and friendly.
April 8, 2025
Reply from Better - Heworth Leisure Centre
Hi Meg,
Thank you so much for your kind words!
We're thrilled to hear that you're enjoying the variety of fitness options we offer, and that the app makes booking easy for you. It’s great to know our flexible memberships are hitting the mark too! We’ll be sure to pass your lovely feedback on to the team at the Hemsworth Leisure Centre—they’ll be delighted to hear it. Thanks again for being a part of our community!
Kind regards,
Charmaine
So far I haven’t excepted any problems…
So far I haven’t excepted any problems booking classes on the app - been no problems getting in or out of the Lesuite centre - only joined on 1st April loving the classes
April 1, 2025
Reply from Better - Heworth Leisure Centre
Hi Helen,
Thank you so much for your positive feedback!
We're thrilled to hear that you've had a smooth experience booking classes and that you're enjoying the sessions at the Heworth Leisure Centre. If you ever need any assistance or have any suggestions, don't hesitate to reach out. We're here to help and hope you continue to have a great experience! 😊
Kind regards,
Charmaine
Change of provider
After concern about the handover from my previous provider the Better staff were amazingly helpful. I was having trouble setting up my account but a very patient, knowledgeable and helpful representative of Better guided me and checked my details and account. Well done Better.
April 2, 2025
Reply from Better - Heworth Leisure Centre
Hi Linda,
Thank you so much for your kind words!
We're thrilled to hear that our team could help make your transition smooth and provide the support you needed during the mobilisation of the Gateshead Leisure Centres. We truly appreciate your feedback and are happy that our representative was able to assist you effectively. If you ever need anything else, don't hesitate to reach out. We're here to help!
Kind 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.
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.