Lovely teacher who is really engaging with the babies and supportive of the parents. A safe and fun environment. Cleanliness of the changing rooms, however, could be improved.
Company replied
Location
Switch locationSouthbury Road 192, EN1 1YP Enfield, 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
Very good charitable organisation. Offers services like gym swimming sauna and fitness classes for cheap and it’s worth the money. Please add more machines and equipment into the gym though, for examp... See more
Company replied
Poor management , rude behaviour from staff members, the changing room not clean , during winter a lots of problems with the swimming pool: one day close, one day cold water … 3 hair dryer and only... See more
Company replied
Have just visited the recently refurbished gym at southbury leisure centre. And WOW! What a difference. Great selection of new machines. The gym staff were very friendly and approachable and gave... See more
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
Southbury Road 192, EN1 1YP, Enfield, England, United Kingdom
4.0
Great
100 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.
Great teachers such as Carol for…
Great teachers such as Carol for dancing and pilate Jackie, Anthony Marco Leary and Izzy.
April 7, 2026
Unprompted review
Reply from Better - Southbury Leisure Centre
Hi Angela,
Thanks so much for the great feedback!
It’s lovely to hear how much you’re enjoying the classes, and we’ll be sure to pass your kind words on to Carol, Jackie, Anthony, Marco, Leary, and Izzy.
We really appreciate your support and look forward to seeing you again soon.
Warm regards
Azaria
Amazing
Amazing. My daughter was scared at first but by the end of her first session she was in the water. Staff lovely calm and patient with her. Shes so excited to go back
March 29, 2026
Reply from Better - Southbury Leisure Centre
Hi Kristal,
Thank you for your lovely feedback.
We’re so pleased to hear your daughter felt supported and gained confidence in her first session.
It’s wonderful to know she’s excited to come back, we look forward to seeing her again soon!
Warm regards,
Azaria
Failure to meet or care about the needs of its diverse community
REPLY TO BETTER'S REPLY
LET ME BE VERY CLEAR:
I am in no confusion about the changes to music licensing in your fitness classes from this Spring. I was part of the consultancy firm that headed up the foundations that GLL were founded on in the 1990s and have a thorough grounding in the licensing changes.
No, I am not reassured by the platform, the way changes have been introduced or the management of emotional distress that customers have experienced post introduction.
There was no sound methodological enquiry, there was scant concern for diverse communities and humiliating treatment of the instructors that had dedicated time to customers. As a customer of my community leisure center for over two decades this and having seen some pretty shoddy performance this is the most disregard for customer experience I have ever seen. That has not been one response t the scores of feedback forms customers have submitted and if I were heading up, I'd feel a little ashamed of that.
Please don't ask me to be reassured with petty statements designed to put a gloss on something that feels capitalistic, hollow and a little nasty. I'd rather somebody from the centre called me up and tried to talk to a diverse range of customers and instructors. Many of whom are so distressed - instructors are leaving their jobs and customers are sitting in tears. I am one of them. This is not just exercise, this is my physical health, mys mental health, my life. That might be hard for you to understand.
There is obviously a halfway house, a best solution, but I'm not sure the management that deletes our comments (rather than responding to them, or trying to connect with us) is really very interested in that. At least that is how it looks.
Please feel free to get in touch with a more meaningful contact because Power Music (which has been imposed, probably because of how cheap it is) does not meet the needs of BETTER's diverse range of instructors or customers. But it would be helpful if BETTER developed techiques to investigate that themselfs instead of needing to be retrospectively advised. It suggests there are a range of privileges and assumptions operating here.
----------------------------------------------------------
Due to new licensing laws Better has restricted music in their workout spaces, choosing a platform without a diverse range of music and holding many tracks which have the same effect as a fire alarm bell, which are hard to tolerate.
After holding membership at Southbury leisure centre (GLL - oerating under the Better brand) for over 25 years I needed to exit my weekend class due to an impending migraine. The music was that bad !!!!
I have shown great commitment to my leisure centre over the years, with my now adult children having attended swimming lessons there. During this time I've endured many changes, even maintaining payments during the Covid lockdown closures. The classes mean a lot to me, I currently have an established routine attending 6 or 7 times a week which keep my hypertension and glucose levels in check without medication. I recognise the community connections this has afforded my has benefited both my physical and mental health.
However, the music platform chosen without representative consultation with teachers or customers offers a sickeningly poor choice of music, totally unsuitable for the classes or communities it is supposed to support. This has adversely affected a specific proportion of instructors also, some of whom have left their jobs and rumour has it some have been asked to leave because they have dared to speak out or shared issues with customers.
Better have not responded to the countless feedback forms customers have been completing. Neither have they adressed the many petitions that exist on the web.
This feels like clear demonstration of their lack of interest in customer satisfaction. GLL was founded in 1993 as a charitable social enterprise and worker-owned co-operative with a core, long-standing commitment to serve local communities, improve the physical, mental, and social well-being and provide high quality leisure and cultural services. Current operation breach these principles in a most appalling way.
March 13, 2026
Unprompted review
Reply from Better - Southbury Leisure Centre
Hi Sharon,
Thanks for your review!
We’re aware that there has been some concern and confusion about the changes to music licensing in our fitness classes from this Spring.
In late 2025 we became aware that the cost of our current music license that covers all our 250 leisure centres and gyms across the UK would increase significantly. As a charitable social enterprise focused on community benefit, we carefully reviewed our options to ensure we continue to invest our resources responsibly and sustainably.
Following this review, we asked our fitness instructors to transition to PPL pre-cleared, royalty-free music. This approach allows us to manage rising costs while continuing to deliver the high-quality classes you expect.
In practical terms, all instructors are being provided with free access to Power Music; one of the most widely used fitness music platforms. Power Music enables instructors to create their own playlists using professionally recorded studio tracks (not AI-generated), giving them flexibility while ensuring full compliance with licensing requirements.
We hope this provides reassurance and clarity about why we have made this decision, the care we have taken to engage with and support our instructors and our commitment to maintaining your class experience. As we implement these changes we will continue to monitor feedback and engage with staff and customers.
Warm Regards,
Kaisha
Reply from Better - Southbury Leisure Centre
Hi Marcela
Thank you for your review.
We're delighted to hear that the atmosphere at Southbury Leisure Centre is enjoyable and that our staff are helping to make it even better!
We hope you continue to enjoy your experience with us!
Kind Regards
Amir
Poor management
Poor management , rude behaviour from staff members, the changing room not clean , during winter a lots of problems with the swimming pool: one day close, one day cold water … 3 hair dryer and only one of them works and people have to wait. Toilets no comment. Overbooking, reception never answer on the phone justifying “they are very busy “ and when you go there , they are just talking and laughing with each other . The management needs to be changed or to work more with their staff, you can’t put a 20 years old there and to expect he to manage and deal with different situations.
Thank you
February 18, 2026
Reply from Better - Southbury Leisure Centre
Hi Ella,
Thank you for sharing this with us!
We’re currently in contact with our Management Team regarding the concerns you’ve raised.
Once we receive a response, we’ll update our response to your review!
[Update]
Hi Ella,
Thank you for your patience!
We understand that you were recently asked to leave a fitness class session, as you'd entered without a booking confirmation.
You spoke to a member of our team at reception, as well as our assistant manager, on the day to complain about this.
It's been raised that they were not rude and unprofessional, but had advised that you were rightfully asked to leave the session.
Regarding the overcrowding, our system does not allow this to occur, as we have a set number of attendees that can book themselves into a session.
There was a closure of our swimming pool in December due to maintenance work, and we provided an alert on our website, so our customers were aware of this before it happened.
We also apologise if there were any issues with the pool temperature on a separate day.
Both our concierge team and assistant manager have checked the hair dryers in the poolside changing village and the female changing room, and they're all working at full capacity.
Please note that all of your concerns have been responded to via email, as you also submitted a separate complaint to the team as well.
Thank you again for raising this with us!
Warm Regards,
Kaisha
I’m really happy with my decision to…
I’m really happy with my decision to join Southbury Leisure Centre. The staff are warm, friendly, and always willing to help, which makes a big difference. The leisure centre itself is clean, well-maintained, and a really nice environment to work out in. Definitely glad I joined!
February 17, 2026
Reply from Better - Southbury Leisure Centre
Hello,
Thank you for your 5-Star review.
We are delighted to know that you are enjoying the facilities at the Southgate Leisure Centre, and that you find the staff members to be both warm and friendly.
Kind Regards
Jasmine.
The website is a nightmare
The website is a nightmare, it is so convoluted and unhelpful
January 1, 2026
Reply from Better - Southbury Leisure Centre
Hi Tps1
Thank you for your review.
We are sorry to see that you are having trouble using the website, and we appreciate your feedback.
We are always updating and improving our website, and we hope this will assist in improving your experience.
Kind Regards
Amir
Re Big let down
Re: Better based at Southbury Leisure Centre. Reception staff are brilliant. Not impressed with a couple of the gym staff. Come across as ex cons with attitude. The running of the Suana is diabolical and shutting it down for an hour for 'cleaning' during busy parts of the day then not switching it back on when patrons have piled back in is devious. Absolutely disappointed in this new company take over. Preferred the previous staff. Just do not like this lot. Post this please it will make my day.
December 12, 2025
Unprompted review
Reply from Better - Southbury Leisure Centre
Thank you for sharing your experience with us, Sid,
Your feedback is appreciated and very helpful.
We hope we will be able to improve your experience in the future.
No hot water for three weeks now
No hot water for three weeks now. Sauna not working. Swimming pool always in use by outside organisation, no chance to use it. What is the point of having a full membership?
December 10, 2025
Reply from Better - Southbury Leisure Centre
Hello Samir,
Thank you for sharing your feedback.
We’re truly sorry to hear about the issues you’ve experienced with the hot water, sauna, and pool availability. This is not the standard of service we aim to provide, and we completely understand your frustration.
Our team is already aware of the hot water and sauna concerns and is working with engineers to resolve these as quickly as possible. Regarding pool access, we’ll review the current scheduling to ensure members have fair opportunities to use the facilities.
Please accept our apologies for the inconvenience caused, and thank you for your patience.
Great experience
November 30, 2025
Reply from Better - Southbury Leisure Centre
Hi Andrea
Thank you for your review.
We are very pleased to see that you had a great experience at Southbury Leisure Centre, and we hope this continues!
Thank you for choosing Better.
Kind Regards
Amir
Everyone was very helpful
Everyone was very helpful. The facilities were clean. Both staff and other users were warm and friendly.
November 20, 2025
Reply from Better - Southbury Leisure Centre
Hi Makinba,
Thank you so much for your wonderful feedback.
We’re delighted to hear that you found the staff at the Southbury Leisure Centre so helpful, and that the facilities were clean.
We’re glad to know that the wider community of users contributed to a welcoming atmosphere.
We really appreciate you taking the time to share your experience!
Warm Regards,
Kaisha
Enjoyed the class and I also liked the…
Enjoyed the class and I also liked the fact that we could work at our own pace.
November 24, 2025
Reply from Better - Southbury Leisure Centre
Hello Stella,
Thank you very much for your comments and feedback.
Kind Regards
Well responded and cleanly organised
Well responded and cleanly organised . Staffs are very good.
November 12, 2025
Reply from Better - Southbury Leisure Centre
Hi Sathyabama,
Thank you so much for your lovely feedback!
We’re really pleased to hear that you find the centre so cleanly organised.
We're also happy to hear that the Staff at the Southbury Leisure Centre have been so welcoming.
Thank you again for your kind words!
Warm Regards,
Kaisha
I did body pump this morning
I did body pump this morning, the tuition was extremely good.
October 22, 2025
Reply from Better - Southbury Leisure Centre
Hi Josephine
Thank you for your review.
It is great to see you enjoyed the Body Pump class, and we hope you can try out all the other fitness classes available at Southbury Leisure Centre!
Kind Regards
Amir
Great place for enjoying and relaxing
Great place for enjoying and relaxing
Clean and nice place
October 16, 2025
Reply from Better - Southbury Leisure Centre
Hi Umit
Thank you for your review.
We are very pleased to see that you are enjoying your time at the Southbury Leisure Centre.
Thank you for choosing Better!
Kind Regards
Amir
Reply from Better - Southbury Leisure Centre
Hi Maria,
Thank you for your fantastic review!
We are so delighted to hear that you are enjoying our facility in Southbury Leisure centre.
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 centre!
Warm Regards
Aaiasa
My new Happy Place 🥰
Great customer service. Friendly staff and teachers. The place is clean and the only issue I have is, I can’t always book the classes I want. This is due to them being booked so quickly when they come up on my App. However this obviously shows how popular they are.
I vote for a bigger building( extension) 😅
September 13, 2025
Unprompted review
Reply from Better - Southbury Leisure Centre
Hello Ann,
Thank you very much for your comments and feedback.
Kind Regards
Clean gym well equipped polite staff and very helpful
Clean well equipped gym polite staff
September 3, 2025
Reply from Better - Southbury Leisure Centre
Hi Earl
Thank you for your review.
It is great to see that you are enjoying your experience at the Southbury Leisure Centre, and the staff have been able to help with your enquiries.
We hope your experience continues, and thank you for choosing Better.
Kind Regards
Amir
uncooperative and unhelpful
Southbury leisure centre - my daughter was taking swimming class and staffs are uncontactable. When you call you can only contact call centre. staffs at the centre are not contactable on phone, when you email, they don't respond back. I found staffs working in the swimming uncooperative and unhelpful.
August 19, 2025
Unprompted review
Reply from Better - Southbury Leisure Centre
Hello Meron,
We appreciate your feedback.
None of our centres have manned phones anymore and we will not be bringing this back.
We have come to this decision as a company as it alleviates the pressure on our centre teams and means they can provide the best face-to-face service.
By having a centralised contact centre/s, we can ensure the best customer service possible and provide a comprehensive and consistent level of service and our customer service team are able to solve 99% of issues/queries that come through to us.
There are certain queries we are unable to deal with such as lost property and block bookings and these will need to be referred to the centre directly.
We do not take bookings over the phone, so any bookings need to be completed via the website/app or by going into the centre.
Please could you state what your enquies is via email to our customer services team on customerservices@gll.org, a member of staff will response back to you in due time.
Kind regrads
Aaiasa
No information re: Cancelled classes…
I have asked over and over again to be informed when my class is cancelled but this does not happen. I can therefore only give 1 star. I don’t know if and when this will improve.
September 1, 2025
Reply from Better - Southbury Leisure Centre
Hi Coconut
Thank you for your review.
We are sorry for the inconvenience caused by the class cancellations and hope you enjoy using the other facilities available at the Southbury Leisure Centre.
Upon looking at your Better account, I can see emails are being sent to you regarding your bookings and cancellations. Please check your junk folder, as they may have landed there.
Kind Regards
Amir
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.