Better - Pools on the Park Reviews 21

The staff are always helpful and sympathetic. The centre have great instructors who are knowledgeable, motivating, and know how to differentiate the workouts so everyone, regardless of ability or fitness level, get the most of it.
More than just a gym, it is a community where everyone (staff, instructors, members) support each other and create a safe space for everyone

It’s so much easier to book and the lanes are wider meaning that it is so much more comfortable to swim

So far so good teachers seem nice, I would say the condition of the actual gym, pool and changing rooms is a bit dated . Could do with some refurbishment . Changing rooms and facilities seem a bit dirty

My son has been doing swimming at Pools on the Park for the last 5 years. Since Better took over the lessons they have been absolutely dreadful - Better had an interesting plan but not enough teachers to deliver on it. At the moment (April 2026) there are over 15+ children in the pool (across multiple levels, most basic, some very advanced)and ONLY 2 teachers (surely that’s a Safety Hazard with small children in a pool?!?). Firstly, it’s a struggle to fit as many children in the pool. Secondly, lessons are only 30 mins (which is the standard length) but with so many children, the level of instruction is incredibly low. I can say there are classes where my son has done no more than 3-4 goes in the whole class.
We’re changing swim schools of course, but if you’re thinking about joining because classes are cheaper - it’ll end up costing you more as they really don’t learn much beyond floating.

nb. To note this has nothing to do with the ability of the teachers. It’s all in the management scheme they’ve changed to.

Good customer service in place. Professional, polite & say to speak to in order to resolve any issue you have with your membership/app hiccup.

Amazing staff!They helped me a lot.Im so grateful.

Great swimming facilities.

The facilities at Richmond Pools On The Park are filthy and is not up to the standards of other Better gyms. High level and low level cleaning are both being over looked and require urgent attention. The paving areas around the pools are not being kept clean and tidy. There is a build up of dirt, rubbish and discarded equipment in front of gym windows and around the exterior of the building. The external paving needs sweeping and jet washing on a regular basis. Deep cleaning is not taking place. Lockers are not being wiped out. Changing cubicles walls and doors are not being washed down. Wall tiles are not being cleaned. Upper and lower windows are in an extremely dirty state. Mirrors in gyms are not cleaned to a good standard. The yoga room floor is often not being cleaned on a daily basis, there is often dust in the corners. The floors in gym areas are not cleaned to a sufficient standard, there is dirt in the corners, under and around equipment. Gym equipment is not being wiped down on a daily basis. There is a general build up of dirt in the corners of where floors meet walls etc. Shower walls are not being cleaned. Base boards and wall plinths where walls meet floors are being over looked and require regular scrubbing. Things need to be moved when cleaning, there is a build up of dust behind doors. The floor balcony areas plus all around the staff room and the top of the staff lockers are in a shocking condition with engrained dust and grime. The scrubbing of tiled areas around the pool appears not to be efficient or organised as areas are missed or overlooked. This is a beautiful building, staff should be proud to work here and hopefully want to work in a building that presents to a high standard.

This was my first time back in a gym after approximately 2 years. I have been recovering from cancer and 2 major operations last year. But the staff made me feel welcome and enabled me to feel confident with the equipment in the gym. They were patient and understanding and this has helped with my confidence.

New systems are misleading, staff have had hardly any training on systems, stressed out unhappy staff including the customers when issues arise and noone knows how to deal with difficult situations. No improvements made at all, staff being kept in the dark, staff finding out information first hand from members instead of management, why is this the case? Members have left or going to leave, both members and staff complain daily and yet nothing gets done about their frustrations regarding the company, feedback from staff: little to no communication at all when asked questions relating to the Operational side of things, no staff moral, staff used to be cheerful and happy to serve customers at the forefront of the company, now the environment is too regimented, uninviting and too strict, staff seem disinterested in their work, no flexibility and staff have mentioned that there is no support from higher management.

Perfect environment for miserable ROBOTS!

Vast improvement since Better took it over - the online booking us actually usable! I love outdoor swimming there - and the building is a classic of its kind.

Absolutely dreadful. My membership which was renewed with the local borough in July has been suspended by this company-asking for evidence that had been supplied time and time again but not actioned. Alexandria in customer services is particularly unhelpful and unresponsive. I will be escalating my complaint

Sam was tremendously helpful in getting me set up with a membership. Having such excellent customer service was much appreciated.

Merger with Richmond has been badly planned and badly communicated. My wife and I have had 2 months of hassle while our membership was moved over. Let's hope they run a sports centre better than an integration project!

Very disappointed with the service, with the change over of membership, members of staff inefficient, confusion with hydro pool numbers allowed at one time in pool.
They need to improve there service and keep staff up to date with the run of the places with training.
Seems they have a lot of teething problems at present.

We are members of Better (at Pools at Park in Richmond, UK). The staff are really helpful, and the service has improved since they took over.
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16 Feb 2026 (Edit) (5* to 1*)
They have turned my positive thoughts into a nightmare. I cannot get through to them on the phone. Their call centre says that their Richmond branch (Pools on the Park) is always busy. I have left messages, and they have never returned my calls. I have emailed them many times, but they have not bothered to answer. After weeks had passed, I went to speak to the GM, but they acted like nothing was wrong. They solved my problem when we spoke face-to-face, but I lost weeks of time going there. And now, I am in the same loop. again!

One request! Please answer your emails or return calls.

I'm a Personal Care Assistant and accompany a vulnerable adult to Pools on the Park for Lane Swimming in Richmond ( London) every weekend ( normally Saturdays but occasionally Sundays). I have also attended previously with another vulnerable adult. All was fine under council management and no cause to complain. Since the handover in October to Better UK I have been charged for a session we never attended yet the app states we did. I complained by email and never heard anything. I contacted Better by phone over ten days ago and they took my email and assured me they would look into this and email be back. I have heard nothing.

Also Safeguarding advice posters designed for children have been removed from the toilets in the cafe area.

Also staff do not appear happy with this transfer.

Also why does does the 5 to 6pm swimming for fitness on Saturdays always end at5.55pm?

Welcoming. Tanya went out of her way to accommodate my needs and requests.

Pools on the park is in the process of transitioning to Better. I wanted to sign my son for swimming lessons. But there is no such opportunity. I had to come literally to the pools reception to get any response. They asked to write to the former email. The reply to my email came saying there is no waiting list and nobody knows when the opportunity will be.

I have not been migrated from my original Pools on the Park membership. You have effectively blocked my access to my existing gym and pool by taking over. Also, you are app is terrible.