The primary reason for my membership is for the access to the pool, it is an activity I can enjoy that feels less overwhelming than the gym. It is well known in Carlisle that The Sands pool is always... See more
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Location
Switch locationNewmarket Rd, CA1 1JQ Carlisle, GB
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I dislike the fact that my account is blocked quite regularly as the scanning machine on entry doesn't always seem to register my attendance. I have on numerous times been accused of non-attendance &... See more
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Using the activities and booking through the Better app is very straight forward. They provide lots of activities and it is always easy to book.
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Just joined the Sands & made very welcome by all the staff but especially Chloe. Played pickleball then dance fitness, followed by a get-together with coffee & cake. What a great morning with lots o... See more
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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
Newmarket Rd, CA1 1JQ, Carlisle, United Kingdom
3.9
Great
56 reviews
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Swimming pool not enjoyable
The primary reason for my membership is for the access to the pool, it is an activity I can enjoy that feels less overwhelming than the gym. It is well known in Carlisle that The Sands pool is always freezing, and they make little attempts to change this. The Sands seems to prioritise children’s swimming lessons above all. Cordoning off half the pool for lessons to take place and turning off the music to be replaced by the anxiety inducing screams of the swimming teachers. That coupled with the freezing water, I often feel like I’m in a fight or flight state and can’t spend any decent time in there. Additionally, as mentioned by others the car parking can sometimes be a big issue, with The Sands now allowing NHS physicians there isn’t the designated space for members to park separate the general public coming for an appointment. Most of the staff are lovely, and this isn’t really their fault.
April 26, 2026
Unprompted review
Reply from Better - The Sands Centre
Good Afternoon,
Thank you for your review!
We appreciate you sharing your comments regarding the pool temperature and the parking facilities at our centre.
We're more than happy to raise this with our wider team for further review.
We're deeply sorry for the issues you've expressed during your swim sessions, particularly as you attend this frequently, and we apologise for any inconvenience or frustration this has caused.
We greatly appreciate your feedback, as this helps us to make improvements where we can.
Thank you again for raising this with us!
Warm Regards,
Kaisha
I dislike the fact that my account is…wrongly blocked from bookings due to supposed non-attendance
I dislike the fact that my account is blocked quite regularly as the scanning machine on entry doesn't always seem to register my attendance. I have on numerous times been accused of non-attendance & this blocka me from booking my classes.... It's infuriating !!
Other than this, I do very much enjoy the combat and pilates classes especially.
April 19, 2026
Reply from Better - The Sands Centre
Hi Angela,
Thank you for your review!
We're saddened to hear about the continuous problems you've encountered with our penalty fee allocation.
This can be issued when members are not correctly scanning their barcode at the entry gates, so our System is automatically registering this as non-attendance.
We deeply apologise for the negative impact this has had on you, and we can confirm that the fee has been removed.
Thank you again for your feedback!
Warm Regards,
Kaisha
Gym activities
Using the activities and booking through the Better app is very straight forward.
They provide lots of activities and it is always easy to book.
April 29, 2026
Reply from Better - The Sands Centre
Hi Carol,
Thank you for your feedback.
We’re really pleased to hear the app has made booking your activities easy and convenient, and that you’re enjoying the variety on offer.
We appreciate you taking the time to share this and hope it continues to work well for you.
Warm regards,
Azaria
My teacher is lovely and takes time…
My teacher is lovely and takes time with me. Im a first time swimmwer
April 25, 2026
Reply from Better - The Sands Centre
Hi F Peturo,
Thanks for your review.
We are so pleased to hear that you are enjoying The Sands Centre!
And look forward to seeing you again!
Warm Regards
Tom
Hard to justify staying on as a member 🥴
I’ve been a member with Better for a while now, but the overall experience has become increasingly frustrating. The biggest issue is the lack of availability — sessions are either fully booked well in advance or simply not showing up on the system at all. It makes it nearly impossible to plan anything consistently.
What’s even more disappointing is the pricing structure. Despite paying a good amount per month for membership, you still have to book and pay for sessions separately. That really makes you question the value of the membership — is it just to save a couple of pounds per booking? Because in reality, you’re unlikely to even get 4–6 badminton sessions per month at your preferred times.
It feels like you’re paying twice — once for the membership and again for access you can barely use. Unless availability improves significantly, it’s hard to justify staying on as a member.
April 5, 2026
Reply from Better - The Sands Centre
Hi Muhammad,
Thank you for sharing your review!
We’re really sorry to hear about your recent experience and understand how frustrating it must be when availability makes it difficult to plan your sessions.
We appreciate your comments on booking access and visibility on the system, and we apologise for the frustration this has caused.
We usually release our Fitness Class bookings 7 days in advance at 22:00 from the day you wish to book.
We also understand your concerns regarding the value of your Membership, and our aim is always to offer flexibility and benefits to our members.
Your feedback is incredibly valuable and helps us to make improvements where possible.
Thank you again for your feedback!
Warm Regards,
Kaisha
Great start to the day!
Just joined the Sands & made very welcome by all the staff but especially Chloe.
Played pickleball then dance fitness, followed by a get-together with coffee & cake. What a great morning with lots of lovely people who are enjoying keeping fit 😊
January 30, 2026
Reply from Better - The Sands Centre
Hi Gillian,
Thank you for your kind review.
We’re really pleased you felt so welcome, and we’ll make sure Chloe sees your lovely comments.
It’s great to hear you enjoyed the activities and the social side too.
We hope to see you back again very soon!
Kind regards
Azaria - Customer Service Advisor
It’s early days but the facilities and…
It’s early days but the facilities and the staff are great,the only issue I have is with trying to get parking,it’s a nightmare.
January 28, 2026
Reply from Better - The Sands Centre
Hello Gary,
Thank you for your comments and feedback.
Kind Regards
Opening times for the gym could be…
Opening times for the gym could be better.
Opening late and closing early on weekends , Christmas period at Sands Carlisle was a joke, if you work 9-5 you are unable to train.
December 24, 2025
Reply from Better - The Sands Centre
Thank you for sharing your experience with us, Adam.
We are sorry to hear the holiday timetable doesn't match your availability .
Kind REgards
Reply from Better - The Sands Centre
We are very happy to hear you enjoy your visits to The Sands Centre, Zuzanna,
Thank you for sharing your experience with us.
Kind Regards
Reply from Better - The Sands Centre
Thank you for your feedback Leon,
We hope you will enjoy your swimming at Trinity Leisure Centre for many years to come!
Kind Regards
Certain areas need looking at!
Although good facilities I'm shocked at the lack respect certain areas are given!
kids running riot in the gym! Teen-agers using the gym as a social/posing gathering area, unsupervised, sitting on equipment they're not using!
People walking in dirty shoes to the poolside!
Prams/pushchairs leaving the floor filthy in changing area which is never mopped up.
Having to queue for a shower!
November 20, 2025
Reply from Better - The Sands Centre
Good afternoon Dena,
We appreciate your providing us with this valuable feedback, as this helps us improve.
We apologise that you have not had a positive experience with us and hope we can do better in the future.
Kind Regards
I am very satisfied with my recent…
I am very satisfied with my recent onboarding experience. The staff has been consistently professional, friendly, and helpful. The gym and facilities are excellent.
October 7, 2025
Reply from Better - The Sands Centre
Hi Marita,
Thanks for your review.
We are so happy to hear that the staff at The Sands Centre have been so supportive and that you think the facilities are excellent!
Warm Regards
Hazal
Liked that my issue was eventually…
Liked that my issue was eventually resolved.
Disliked what seems like an unnecessarily long and repetitive process.
October 1, 2025
Reply from Better - The Sands Centre
Hi Leslie
Thank you for your review.
We are sorry to see that resolving your complaint took longer than expected to resolve and we appreciate your feedback.
If you have any further enquiries, please let us know and we will do our best to resolve them promptly.
Kind Regards
Amir
The staff members are very helpful
The staff members are very helpful. The pool area, showers and changing areas are kept clean.
August 7, 2025
Reply from Better - The Sands Centre
Hi Jacqueline,
Thanks for your review.
We are so happy to hear that you are enjoying The Sands Centre!
Warm Regards
Hazal
Welcoming and friendly reception staff
Welcoming and friendly reception staff. Easy to book induction to the gym an a very thorough introduction from instructor who was keen to listen to what I wanted from my membership.
July 15, 2025
Reply from Better - The Sands Centre
Hi Keith,
Thank you so much for your kind words!
We're thrilled to hear that our reception team at the Sands Centre made you feel welcome and that the induction process was thorough and tailored to your goals. We're here to support you every step of the way on your fitness journey. If you ever need anything, just let us know!
Kind regards,
Charmaine
Encouraging and supportive
The friendly atmosphere and feeling of belonging and encouragement from all instructors. Especially Dawid, James, Debbie, Dave to name a few. All are wonderful.
April 20, 2025
Reply from Better - The Sands Centre
Hi Susan,
Thanks for your review.
We are so glad to hear that there is such a friendly atmosphere at The Sands Centre and that the instructors are so wonderful!
Warm Regards
Hazal
Helpful Staff
April 21, 2025
Reply from Better - The Sands Centre
Hi Jagdish,
Thanks for your review.
We are happy to hear that the staff at The Sands Centre are so helpful!
Warm Regards
Hazal
Staff knowledgeable and always on hand…
Staff knowledgeable and always on hand to help
April 15, 2025
Reply from Better - The Sands Centre
Hi Elizabeth,
It’s great to hear that our staff at The Sands Centre have been able to support you with your enquiries and are on hand to help whenever needed. We truly appreciate your kind words and your continued support.
We look forward to welcoming you back very soon!
Kind regards,
Sarah H
ladies toilets in pools changing rooms…
ladies toilets in pools changing rooms - obnoxious smell !!
Free parking space halved - no more free parking in overflow car park !!
April 16, 2025
Reply from Better - The Sands Centre
Hi Lesley,
Thank you for bringing these issues to our attention. We completely understand how frustrating it can be when the facilities don’t meet the standards you expect. Health and safety are our top priorities at all of our Centre's, and we sincerely apologise that The Sands Centre has fallen short on this occasion.
We’re also aware that car parking can sometimes be an issue for our customers. We’ve forwarded your feedback to the Sands Centre team so they can look into this and review the situation.
Thank you again for sharing your thoughts with us.
Best regards,
Sarah H
Great staff
Clean activity areas and toilet/changing facilities.
Great staff, from receptionists to instructors, personable and knowledgeable. It's a great facility.
Just a shame the cafe had to close down.
April 9, 2025
Reply from Better - The Sands Centre
Hi Lindsay,
Thank you so much for your kind words! We're thrilled to hear that you enjoyed the clean activity areas and the facilities, and we truly appreciate your recognition of our staff. We work hard to ensure everyone has a great experience, and it's wonderful to know that you felt well taken care of.
We're sorry to hear about the cafe closure and completely understand your disappointment. We’re always looking for ways to improve, so we hope to have something similar available in the future. Thanks again for your feedback, and we hope to see you again soon!
Warm regards,
Charmaine
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