This summer holidays my dream came true. I finally got membership for a gym and swimming. I really enojy visiting Better each day.
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Location
Switch locationGrand Felda House, Empier Way, HA9 0EF Wembley, GB
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See what reviewers are saying
I have just re- joined after 5years and have been disappointed that the app to book classes is still very slow to access at the witching hour of 10pm to book classes for the following week. Also disa... See more
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I loved the registration process which was easy and fast. The male changing room is regularly being cleaned. The staff were helpful on my first day in terms of downloading the app and installing. I’... See more
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Impressed with the hygiene levels however no one has to scan QR code to walk in. I wouldn’t feel safe for my child if random people could enter without any security checks. The receptionist are no... 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
Grand Felda House, Empier Way, HA9 0EF, Wembley, United Kingdom
3.8
Great
65 reviews
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Poor experience and avoid this leisure center for learning swimming
Had a poor experience with this leisure center swimming program. Highly not recommend to any parents to put their kids here to learn swimming as it's waste of both time and money. The swimming management has no accountability of the course they offer with Lack of training structure and too often changes to swimming coach which affect the growth of students. Also no one takes things seriously when highlighted rather will shift the blame at the students. Spent almost a year withy child but absolutely no growth in terms of learning swimming.
August 16, 2025
Unprompted review
Reply from Better - Wembley Leisure Centre
Good Morning Tyson,
Thank you for taking the time to share your experience. We’re genuinely sorry to hear that your experience with our swimming program did not meet your expectations. We understand how important it is for parents to feel confident in their child’s progress and development, and it’s clear we fell short in your case.
We take concerns like yours seriously and would appreciate the opportunity to better understand what went wrong. Consistency in coaching and a structured training approach are key priorities for us, and we’re actively working on improvements in these areas. Your feedback regarding communication and accountability will also be shared with our team to ensure we reflect and take the necessary actions.
Please feel free to reach out to us directly so we can discuss your experience further and see how we might be able to make things right. Our Customer Service Team are always on hand to try and resolve any further concerns you may have.
Thank you again for your feedback—it helps us improve.
Warm regards,
Charmaine
Kind regards,
Reply from Better - Wembley Leisure Centre
Hi A Bernard,
Thank you for taking the time to share your review with us. We truly appreciate your feedback!
We are thrilled to hear that you are enjoying your membership at the Wembley Leisure Centre. It's wonderful to know that our facilities and services are meeting your expectations. If you have any specific highlights about your experience or any suggestions for improvement, please feel free to share—we love hearing from our members.
Thank you once again for being a valued member of our community. We look forward to seeing you at the Centre soon!
Best regards,
Charmaine
Simply Horrible and Unqualified staff…
Simply Horrible and Unqualified staff at the Wembley centre. They have zero knowledge and are misleading to the members. Worst experience till date as I have lost my membership money due to staff’s unawareness.
July 22, 2025
Reply from Better - Wembley Leisure Centre
Hi Chirag,
We're truly sorry to hear about your experience at our Wembley centre. Your feedback is deeply concerning, and we sincerely apologise for any frustration or inconvenience caused.
We take all comments seriously and would like to investigate the matter to understand what went wrong and ensure it doesn't happen again. Our team is committed to providing accurate information and respectful service, and we regret that this was not your experience.
We would greatly appreciate the opportunity to discuss this further and make things right. Please contact us directly at customerservices@gll.org so we can address your concerns and review your membership situation in more detail.
Thank you for bringing this to our attention.
Best regards,
Charmaine
Overall had a decent experience.
Overall had a decent experience.
Pros
Very helpful and friendly staff
Clean
Not too crowded
Cons
Very limited gym equipment
App is little confusing when checking in, shows nfc tag instead of just scanning qr code
Swimming lessons isn’t worth it
July 4, 2025
Reply from Better - Wembley Leisure Centre
Hi Ricky,
Thank you for sharing your feedback with us! We’re happy to hear that you had a positive experience with our staff, cleanliness, and the peaceful environment at the Wembley Leisure Centre. 😊
We truly appreciate your suggestions as well. We’re always striving to improve, and your thoughts on the gym equipment and the app’s check-in process are very helpful. We’re currently working on some updates that will make things more streamlined, including enhancing the app for a smoother check-in experience.
We’re also sorry to hear that the swimming lessons didn’t meet your expectations. We’ll definitely take your feedback into consideration as we look at ways to improve them.
Thanks again for taking the time to share your experience, and we hope to welcome you back soon!
Best regards,
Charmaine
Hi,there are some room for improvement…
Hi,there are some room for improvement in cleaning and maintenance around changing rooms/sauna and steam room this is an ongoing problem not just a particular date.Regards
June 2, 2025
Reply from Better - Wembley Leisure Centre
Hi Roozbeh,
Thanks for your review.
We appreciate your feedback in reference to Webley Leisure Centre and have passed on your feedback to the centre!
Warm Regards
Hazal
Very good
The staff was really helpful as it was my first time. The instructor was understanding and helped me learn very quickly.
June 21, 2025
Reply from Better - Wembley Leisure Centre
Hi Ruben,
We love hearing that our new customers are enjoying their classes with us! Our swimming lessons team is always so grateful to know that participants are gaining confidence and improving their techniques—and we’re thrilled to hear that this has been the case for you.
We’ll be sure to share your feedback with the Centre team.
We look forward to seeing you at your next session!
Best Regards,
Sarah H
Rachael of Better is the best
Rachael, the Better customer service adviser, was excellent. She listened to my query, clarified it and told me what solution she was offering with another option, and then she proceeded to ask if I needed any assistance. I left the call feeling confident that my query, which was to do with my bank account details, was being dealt with in a safe and secure way whilst still resolving my issue.
June 23, 2025
Unprompted review
Reply from Better - Wembley Leisure Centre
Hi Francesca,
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.
Warm Regards
Hazal
Frustrated
I started At Wembley Leisure Centre on 3rd of June, in less than 20 days I had 4 classes cancelled.
June 3, 2025
Reply from Better - Wembley Leisure Centre
Hello Marcos,
Thank your for your review.
We have passed on your review and comment to the centre.
Warm Regards
Better Gym is well equipped
Better Gym is well equipped. Members of staff are very helpful. However, there's room for improvement:
. The clothing dryer in the women's changing room has not been working for quite some time (quite annoying);
May 14, 2025
Reply from Better - Wembley Leisure Centre
Hi Marina,
Thank you for your feedback!
We're glad to hear that you find our gym at the Wembley Leisure Centre well-equipped and the staff helpful. We apologise for the inconvenience regarding the clothing dryer in the women's changing room. We understand how frustrating that can be and will look into getting it fixed as soon as possible. Your input is valuable, and we appreciate your patience as we work on improving our services.
We hope to continue providing you with a great experience!
Kind regards,
Charmaine
Is a great place for kids to learn…
Is a great place for kids to learn swimming and other activities.
May 7, 2025
Reply from Better - Wembley Leisure Centre
Hi Margit,
Thanks for your review.
We are so happy to hear that Wembley is such a great place for all the family to enjoy!
Warm Regards
Hazal
It’s clean but ..
Impressed with the hygiene levels however no one has to scan QR code to walk in.
I wouldn’t feel safe for my child if random people could enter without any security checks.
The receptionist are not always present unless buzzed with a ring especially during off peak time.
May 4, 2025
Unprompted review
Reply from Better - Wembley Leisure Centre
Hi Sabreena,
Thank you for taking the time to share your feedback. We're glad to hear you were impressed with our hygiene standards—it's something we take great pride in.
We also appreciate your concerns regarding security. Ensuring a safe environment for all our visitors, especially children, is a top priority. While we strive to maintain a welcoming atmosphere, we understand that more visible entry protocols can enhance peace of mind. Your comments have been noted, and we’ll be reviewing our current procedures to see how we can improve, including ensuring the receptionist desk is consistently staffed.
Thank you again for your valuable input—it helps us make our space better for everyone.
Kind regards,
Charmaine
Reply from Better - Wembley Leisure Centre
Hi Daniel
Thank you for your review.
This is great to see and we hope the staff and members enhance your experience with us!
Kind Regards
Amir
My child was sitting out the entire…
My child was sitting out the entire half an hour. They are not even convincing him to go inside. There is no progress level as such.it is not just worth the money and time.
April 21, 2025
Reply from Better - Wembley Leisure Centre
Hi Louella,
Thank you for sharing your feedback. I'm truly sorry to hear that your child did not have a positive experience during their swimming lessons and that you felt there was a lack of engagement and progress. This is certainly not the standard we aim for.
We understand how important it is for every child to feel encouraged and supported, especially when they may be hesitant. We’d appreciate the opportunity to discuss your concerns further and explore how we can better support your child’s comfort and development during their lessons.
Please feel free to reach out to your swim teacher so we can work together toward a more positive experience for your child.
Warm regards,
Charmaine
Reply from Better - Wembley Leisure Centre
Hi Norah,
Thank you so much for sharing! We're so glad to hear your daughter had a great time with us at the Wembley Leisure Centre, especially for her first experience. We hope she’ll have many more enjoyable moments with us in the future!
Kind regards,
Charmaine
Cold corridors that leads to swimming…
Cold corridors that leads to swimming pool and toilets showers as well.
Gym very low on equipments
April 14, 2025
Reply from Better - Wembley Leisure Centre
Hi Rafael,
We’re very sorry to hear that you’re disappointed with the facilities at Wembley Leisure Centre. Thank you for taking the time to share your feedback.
We will pass on your concerns regarding the swimming pool changing area and gym equipment to the Centre Team for review. Customer feedback is incredibly important to us, as it helps us identify areas for improvement.
We hope to welcome you back again soon and provide you with a better experience.
Kind regards,
Sarah H
Hassan was very good to talk to
Hassan was very good to talk to, very well raised young man
March 6, 2025
Unprompted review
Reply from Better - Wembley Leisure Centre
Dear Leon,
Thank you so much for sharing your positive experience with us!
We’re thrilled to hear that our team is providing excellent service to our customers and community. We’ll be sure to pass your feedback on to our Wembley Leisure Centre team, as they always love hearing that their customers are happy.
Thank you again for your kind words!
Best regards,
Sarah H
Gym and Swimming Pool
I am very happy with Gym equipment and cleanliness. I have suggestion for Swimming pool - Please keep more heated water and run heater since its very cold in Swimming area.
January 25, 2025
Reply from Better - Wembley Leisure Centre
Good Evening Malhar,
Thank you for sharing your thoughts with us.
We are delighted to know that you are pleased with the amenities at the Wembley Leisure Centre. It's great to hear that you are enjoying the well-equipped gym and the cleanliness of the facility.
Concerning the swimming pool and its temperature, I will ensure that your feedback is communicated directly to the centre for them to address the issues you mentioned.
Thank you once again for your feedback. We look forward to seeing you at the centre soon!
Best regards,
Charmaine
Better gym at Wembley
Marianna at the reception is so welcoming and friendly very helpful
January 27, 2025
Unprompted review
Reply from Better - Wembley Leisure Centre
Good Evening Kaz,
Thank you for taking the time to share your review with us.
We are thrilled to hear that you are having a positive experience with the gym facilities at the Wembley Leisure Centre. Our team works hard to maintain a welcoming and well-equipped environment, and it’s rewarding to know that our efforts have made a difference in your visits. Providing excellent customer service is a top priority for us, and it’s wonderful to know that our team are accommodating and helpful each time you attend.
If you have any further feedback or suggestions on how we can enhance your experience even more, please feel free to reach out.
Best regards,
Charmaine
The customer service is outstanding
The customer service is outstanding. Based on the price, it'd be over-expecting more cleaning in the changing rooms, though.
I asked my kids for their thoughts.
Here's my daughter's opinion: 'My classes are a little easier than I expected, but I don't want to change to a trickier class, just in case. They have been really fun, and I like them! :D'
Here's my son's: 'I personally think that the lessons have been a bit boring so far. I know everything they've taught me, and I feel like I'm missing a bit of learning due to my classmates' lack of ability. This doesn't mean they aren't good at swimming, but that they are unintentionally holding me back by taking significantly longer time than me to do certain tasks. If not, then it's the fact that I am probably the only, if not one of the only ones to do the correct thing with the correct technique. This means the teachers will make us repeat the same thing without actually learning much. However, the lessons have some fun, making it more exciting. Overall, I think I should be in a class of a bit more level or difficulty, so I feel like I'm actually being trusted or challenged.'
I asked them to move my son to a higher-level group, and they told me to bring him earlier next week to assess his level again, which is what I expected.
January 15, 2025
Reply from Better - Wembley Leisure Centre
Hi,
Thank you and your children for the review!
We really appreciate hearing the childrens perspective and are happy to hear that your son is being assessed to ensure he is in the correct class for his ability.
Warm Regards
Hazal
the gym of the treadmill
the gym of the treadmill, it’s not working and hygiene zero, toilet of the gym, it’s very dirty.
January 9, 2025
Reply from Better - Wembley Leisure Centre
Good Morning Ahmad,
Thank you for taking the time to share your review with us.
We sincerely apologise for the cleanliness issues you experienced at the Wembley Leisure Centre. Maintaining a clean and welcoming environment is a top priority for us, and it’s disheartening to hear that we fell short during your visit. We will be addressing these concerns with our cleaning staff to ensure that they are resolved promptly.
Additionally, we are sorry to learn about the equipment that was out of order. We understand how frustrating this can be, and we appreciate your patience as we work to restore these machines to proper functioning. Our maintenance team is currently assessing the situation to expedite repairs.
Your feedback is invaluable to us, and we are committed to improving the quality of our services. If you have any further comments or suggestions, please feel free to share them.
Thank you again for your understanding.
Best regards,
Charmaine
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