Better - New Barnet Leisure Centre Reviews 

In response to the complaint by Elham Rahbaran, I feel it is important to share my own experiences with the instructor, Charles, who has been named.

I have been a member at New Barnet Gym for over 3 years. I have been on my own health and fitness journey and started at New Barnet feeling quite intimidated. I began classes and as I tried out each one, I found all of the instructors to be helpful and supportive. As time passed and Charles learnt of my history, he became an instrumental part of my fitness journey. Always supportive, pushing me to achieve levels I never thought was possible, and bringing a fun energy to classes. In my opinion, Charles is excellent at his job, knowledgeable, firm but always fair. He wants everyone in his classes to achieve , progress and be successful.

I was there in the class when the incident happened. I know of Elham as she has not booked multiple times previously, in my presence, in classes that require equipment such as power pump and spin. Charles has had to ask her to leave before as she was taking equipment from members who had booked. Again, Elham did not speak up and say she hadn’t booked. Charles had to go and get a register which delayed the start of those classes too.

This was the problem, again. Two members who had booked, had no equipment. Charles asked who hadn’t booked. Elham didn’t say anything. He had to go and get the register which meant the class was delayed in starting. Even then Elham didn’t admit it until Charles worked it out from the register. Rightly so, Charles asked her to leave. She argued. He was firm in his response that she had to leave. The class started but then Elham came back half way through and started shouting at Charles and got within his personal space. Charles had to take steps away from her as she was getting close to him, repeatedly. Again, she was asked to leave. She carried on shouting very loudly but left. At the end of the class, she returned and repeated her behaviour of shouting and pointing. Charles asked members to move Elham away from him, as again, she was getting into his personal space and he was having to move away. At Charles request, other members went to get a manager.

It is also important to add that Charles was wearing a mic as he was teaching so his voice would be loud. Elham was not wearing a mic and we could all hear her shouting.

One person’s perspective should not damage Charles reputation. He is excellent at his job and you will find many members who will agree and support him.

I would like assurances that the management dealing with this complaint will receive my written response as it is vital that other accounts are taken into consideration.

Had a nice meeting with Ken who worked-out a rehabilitation programme for me. It was also nice for Ibrahim to setup my membership account.

Dear Better Gym New Barnet Team,

I am writing to provide feedback about my recent experience during the Pump class that Elham attended. The situation that unfolded during the class seems to be quite different from how Elham has described it, and I would like to clarify the events.

At the start of the class, everyone had equipment, except for two individuals who informed Charles that they had booked but there were no bars left. Charles then counted the attendees and noted that two people were not booked in and asked them to leave. However, nobody moved immediately. He mentioned that he would go downstairs to check the register and was away for about five minutes. During this time, one lady who was not booked left, but you did not.

It was clear that you were not booked into the class, and Charles then spent an additional five minutes going through the register and ticking off the members—many of whom, I believe, he personally knows. During this time, you stood there, causing a delay of over 10 minutes. Despite noticing that one member was without equipment, you chose not to leave.

When Charles asked you several times to leave because you were not on the register, you did not immediately move. This delay disrupted the class and caused frustration for others.

I am unsure why you chose to attend a class without booking in, and why you thought it was acceptable to delay the start of the class for over 10 minutes. What was even more concerning was when you returned 25 minutes later, interrupting the class again to shout at Charles.

I hope you can appreciate the disruption this caused and that going forward, attendees will follow the booking procedure to avoid such situations.

Thank you for taking the time to consider this feedback

For the first time after 5-6 years of my membership, I am writing to make a serious formal complaint regarding the conduct of an instructor named Charles during the Body Pump class on Saturday, 21st February at 10:15 am.
At the start of the class, when Charles realised there were no Body Pump bars left, he began checking his booking list. Without asking my name or confirming whether I had a booking, he suddenly raised voice and aggressively shouted at me in full view of all participants. He repeatedly shouted at least ten times, saying, “Get out of my class,” and accused me of not being booked and doing this for the third time. He also said he would report me to the manager.

I was extremely shocked and humiliated by the way I was treated. I left the class peacefully as instructed, but I was shaking and felt deeply distressed. I immediately reported the incident to the duty manager, Jack.

However, as I was still in shock and confused about what had happened, I returned to the class to try to understand the situation. At that point, Charles again shouted at me very loud to “get out a few times ” and “shut your mouth.” I found this behaviour to be completely unacceptable, abusive, and deeply disrespectful, especially towards a mature lady member.

I was publicly humiliated, deeply distressed, and left feeling angry and degraded by this interaction. At no point did Charles attempt to speak to me privately, calmly, or respectfully. His actions demonstrated a complete lack of professionalism and emotional control. No customer or participant should ever be spoken to in this manner.

Even where policies are not followed, it is the responsibility of staff to manage situations with courtesy, discretion, and respect. Shouting at a participant and causing public embarrassment is indefensible and reflects extremely poorly on your organisation.

This incident has significantly damaged my trust in the safety and professionalism of your classes. I am submitting this complaint because such conduct should not be ignored or normalised.

I expect:
- Formal acknowledgement of this complaint
- A clear explanation of what action will be taken regarding this behaviour
- Assurance that appropriate steps are being taken to prevent this from happening again

I would appreciate a response within a reasonable timeframe. I trust this matter will be treated with the seriousness it warrants.

My late-teen daughter and I are both National paying members of New Barnet Leisure Centre. Our memberships are paid monthly by Direct Debit from my bank account, and my daughter is a full-time student.

I registered my vehicle in line with the centre’s parking requirements so that we could park while using the facilities. Despite this, I was issued with a parking charge notice.

I immediately contacted the leisure centre and provided clear proof of:
• Both memberships
• Ongoing payments
• Attendance on the day in question (we attend together)

To my surprise, I was informed that our memberships “do not qualify” and that the charge would not be cancelled — despite receiving written confirmation by email that National memberships paid by monthly Direct Debit do qualify. The position being taken now directly contradicts what was confirmed to me in writing.

This is extremely disappointing. As paying members who use the facilities properly and have complied with the parking registration process, it feels unreasonable and unfair to be penalised in this way.

I am now seriously considering cancelling both memberships. Members should not be treated like this.

Customer services were really helpful and handled my quierer very quickly

This gym has amazing equipment, the staff are really friendly and helpful. It is well run and welcoming. Issues are
Resolved quickly. I like the mixture people attending and feel
Quite relaxed there.

Lovely staff, nice coffees at the cafe. Gym good and plenty of machines

I was a bit worried about joining the gym but your team were welcoming and eased my concerns.

Caroline was really helpful as I was referred by my GP and have no experience of using the gym. She was really patient with me.
Excellent, clean facilities with friendly and helpful staff.

SHARK LADY WITH PINK FLIPPERS
I’m a regular swim for fitness attendee who usually swims around 9 pm in the evening.
So far I’ve had great customer service and great experience with other swimmers.
The reason I’m writing this review is because I’m appalled !

In 2021 I underwent a double anterior posterior spinal fusion . This operation nearly cost me my life. There was so much pain. The only thing I could do was swim. Swimming is the only place were I can have my sanity back and meditate on movement not on pain so it’s a treasure to come to this place.

Over the 4 years of my recovery I’ve become a strong swimmer ( yes 30 seconds for one length) … but today the most soul destroying thing happened when a female swimmer in her 30”s brown long hair , with pink flip flops pushed me out of the fast lane because I’m too slow. She complained to me and management after 60 min ! It was just me and her and some dude with bad technique.
This woman had hijacked the fast lane for over one hour ,she hit me with her flippers twice so I hit her back. She called management and made it all about her. I shouted back that I had spinal surgery and that she mustn’t discriminate others who don’t wear flippers. I eventually moved to medium lane as she made a point not to swim until I had moved away. ( along with the support of bad technique guy ) Management did intervene but I feel it was wrongly dealt with as I was perfectly okay to be in the fast lane. They should have just told her to get on with her perfect life and accept others . After all it is Christmas ?
Giving into this sad woman means that we , the disabled or people with limited capacity and illnesses are overlooked and disregarded. This woman first and foremost should have apologized for kicking me. Second management should have told her to take off her pink flippers as it’s not fair on others . If I hadn’t had 4 years of physical pain I would not write this review but enough is enough !!! I earn some respect.
- I’m left with sadness and I feel so hopeless that there are people in this world that think they are entitled and privileged and better than others . I pray that madame pink flippers realizes that she can’t take her flippers into the grave. Amen 🙏

A great teacher and clean facilities

Staff are friendly and helpful. I like the location of the gym, by the park nice views, coffee is good, cafe staff always pleasant.
The gym facilities, swimming pool and classes are good. It's very convenient having a library in the same building also.

Facilities are ample. Staff are friendly and helpful.

The lady who works at the reception is very kind and patient. The swimming instructors are very kind and have a great connection with the children.

A very friendly reception, good interview with the Fitness personnel and very nice facilities

Great gym, good equipment, but members linger far too long on the machines and, compared to Islington Better Gym it takes much longer to put in a full workout

I booked a yoga class. I’ve been doing yoga for a long time at another gym but decided to swop gyms to better gym. Another instructor was filling in for an instructor but the class really wasn’t up to scratch. The yoga class was awful. It didn’t flow. She kept on stopping and talking instead of getting on with it. She didn’t seem very professional at all. It’s all about being pushed and motivated but she didn’t do this.

Your staff are kind and friendly specially those who work in reception and the place is super clean just if possible have music louder would be great.