high Alert
London Aquatics Centre - Reduced Opening Hours - Queens Jubilee

Frequently asked questions

Making a group or one-off activity booking

  • Do I have to be a member to make a booking?
    • You do not have to be a member to attend an activity or make a booking, however you will need to create a free online account before you can book an activity.
    • Pay and play memberships are also available to purchase and provide the membership holder with discounted activity fees. 
    • Visit the Better customer portal and select 'create an account', or visit our video guides to booking to learn how to create a free online account as a non-member.
  • How do I book into a session?
    • Customers are encouraged to book online to guarantee their activity date and time.
    • Bookings can be made online by selecting your preferred venue here, or via the Better UK App.
    • Click here for information about booking activities online or via the Better UK app.
  • Can I book a session at another Better leisure centre?

    Yes, you can book sessions at other Better leisure centres. You may be charged a fee if the location or activity is not included within your membership.

Booking account and payments

  • Can I buy a day pass?

    To purchase and book a session for swimming, gym or other activities, click here.

  • Can I reset my booking / member account password?

    To reset your password

    • Visit the Better customer portal here
    • Click the 'Log in' button
    • Click ‘I have forgotten my password’ and then enter your email address or Customer ID and select 'Continue'
    • You’ll then be sent an email with a link to reset your password

    To update your password

    • Log into the Better customer portal here
    • Click 'My details' from the options on the grey navigation bar
    • Under the 'personal details' section, you will find an area to update your password
    • Click the 'Save changes' button to confirm your updated password
  • I don’t have a debit/credit card, can I pay for a booking?

    Payments are required at the time of booking. Note that most of our centres are cashless. Please check with your local centre for more details.

     

  • Are the bookings free?
    • If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee.
    • Pay and play members will pay a discounted fee to participate in an activity at participating locations included within their membership.
    • Casual users will pay a fee to participate in an activity

Centre safety measures

  • Are water fountains available?

    Water fountains will be available to fill bottles, but not for directly drinking. We ask customers to wash or sanitise their hands before using drink fountains to fill their own bottles.

  • Do I need to wear a face covering?

    Face coverings are optional although we encourage their use in busy communal areas . In some UK locations face coverings remain mandatory, where this is the case clear signage will be in place.

  • What measures and changes can I expect when I visit the leisure centre?

    As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on four key areas designed to continue to keep everyone in our community healthy and safe.

    • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
    • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where larger activity space is available, (including sports halls, pitches and tennis courts) leisure centres may run activities in these locations.
    • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to book your activity in advance, either online or via the Better UK app. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your membership or booking reference barcode (via card or the Better UK app) to enter.
    • Play your part: From cleaning your equipment before and after use, respecting the personal space of others and staying home if you feel unwell, everyone has a part to play in keeping each other safe.

    A member of staff will be available upon arrival to assist with any questions you may have.

  • Can I go the gym after a COVID vaccine?

    Yes! If you haven’t experienced any side effects after the vaccine, you can attend the gym as normal.

Filming, photography, facility hire and events

  • Can I film or take photos in the centre?

    Please always check with a member of staff before you take any images. Photographs are not to be taken in any changing areas. Commercial photo opportunity requests can be submitted by completing a Commercial photography / filming enquiry online.

  • Can I hire a facility or venue for an event?

    If you are interested in booking the venue for a public, private or commercial event, please contact our events team by visiting our dedicated Venue Hire Page.

General centre information

  • Do you hold onto lost property?

    Lost property will be kept in a secure location for a short period of time. If you have lost an item, please speak to a member of staff who can look into this for you. Please do not bring valuables to the leisure centre.

  • How do I give feedback on a Better leisure centre?

    Feedback is important to us, and if you feel we have got something wrong or left you feeling dissatisfied we’d like to hear from you, find out how here. If you feel that we have done a good job, we would love to hear about that too. Direct feedback can also be emailed to your home centre via your local leisure centre webpage.

General group or one-off activity booking information

  • Can I attend without having a booking?

    We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

    If you have a membership that includes gym access then you are no longer required to book and can simply turn up and scan your membership card or barcode on the app to gain entry to the gym.

  • Can I bring my carer with me? Do carers require a membership?

    Yes, you can bring your carer with you. If you are paying to use our facilities, your carer won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity.

  • I haven’t attended a fitness class before or don’t feel very fit, will I be ok to attend?

    Yes!  Most of our fitness classes are suitable for all ages and abilities and are encouraged to work at your own pace along with our fitness instructor’s guidance. Our basics range of classes are particularly suitable for beginners and those new to exercise, details are available on our Better app and website.

    You may also enjoy our 'Give it A Go' programme - available at no extra cost with any Better Health membership to support you to become more physically active. Following an initial health check, you'll be given a six week programme with a range of tailored activities to simply give it a go. At the end of the six weeks you'll feel more confident to find the right activities to keep you moving. For access to our Give It A Go programme, visit here for more information.

  • How long do fitness class sessions last for?

    Fitness classes vary in length depending on the discipline from 30, 45, 50 minutes. Please check the Better booking app or website for details of a particular class length.

  • Can I give my booking to a friend if I can’t attend?

    If you are no longer able to attend a booked fitness class, please cancel your booking at least 4 hours prior to the start of your booking so the slot can be given to the next person on the waiting list. If you fail to cancel, you will incur a £3 charge and have your future booking rights blocked until this is paid off.

Lesson Booking and Payment Information

  • I cancelled my lessons. How do I reactivate the lessons again?

    To reactivate your lessons, you will need to re-join again by logging into your HomePortal account here.

  • How do I book a lesson?

    Visit our dedicated lessons and courses booking system by selecting your preferred location here and then selecting a preferred activity to view the available lessons. Use the search filters on the booking system to get the best results.

  • What happens to my payments during the Christmas break?

    All our lessons and courses break for two weeks at the end of December. Direct Debit payments are split into 12 equal monthly payments and cover the number of delivery weeks offered for each activity thoughout the year.

  • How are my Direct Debit payments calculated?

    Your monthly Direct Debit is calculated on: how many lessons are delivered in a year, multiplied by cost of each lesson. Then we divide the total into regular payments over 12 months.

  • What level should I book?

    Unsure what level to book? you can find all the information you need regarding our entry level criteria in the lessons and courses section of the website which can be found here. 

  • Whose details do I enter when booking a lesson?

    During the registration process, you will be asked to provide the attendee’s details (this will appear on the register for our staff) as well as account holder information such as email address and this may be separate to the attendee’s details.

  • Can I book more than one person or lesson in my HomePortal account?

    Yes, your HomePortal account can be used for multiple pupils or lessons. You will not be able to book more than one lesson on a single Direct Debit payment, therefore additional lessons will require additional Direct Debit payments to be set up within the HomePortal account.

  • Can I use a promo code as payment?

    Yes, you will have the option to apply a promo code during the checkout process.

  • Who can I speak to if I have any questions?

    A member of staff will be able to answer any questions you may have about our new lessons.  If you have any questions before your lesson, please complete the contact us form on our website. 

  • How do I cancel a lesson or course?

    We don’t want to see you leave however if you would like to request a cancellation please complete the cancellation request form.

    If you or your child is participating in multiple lessons, please ensure you provide us with detailed information to ensure the correct lesson is cancelled.

    We will be very sorry to see you leave and we're always here if you would like to come back.

  • Can I freeze my/my child’s membership if we are unable to attend lessons?

    You may request that we freeze your access to lessons if the member is temporarily unable to continue participating for one of the reasons below:

    • Injury/Long Term Medical condition – proof required
    • Pregnancy – Mat B1 proof required
    • Ramadan

    During the requested freeze period, we will apply a reduction in your future payment collection. The pupil will be removed from the lesson register until they are ready to return and we will do our best to offer you a similar day and time, however this is not guaranteed. Submit your request for a membership credit via a Customer Service enquiry here.

  • What happens if my/my child’s lesson is cancelled?

    From time to time we are unfortunately unable to deliver lessons. If the service disruption is a planned closure, you will be notified in advance and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

    If the service disruption is unplanned, we will do our best to notify you as soon as possible and your lesson or membership payment will be credited accordingly depending on the duration of the closure and the number of lessons affected. See below for more information on the types of credit available

    Lesson Credit: Where available, replacement lessons will be issued and allow you to attend your lesson on a different day and/or time in the future. Where this solution is applied, you will receive an email notifying you of the process.

    Membership Credit: Where replacement lessons are unavailable, we will apply a reduction in your future payment collection.

Lesson Safety Information

  • What measures and changes can I expect when my child attends a lesson?

    As part of our Safer, Better, Stronger commitment, we will continue to take steps to ensure our customers and colleagues are safe. Our approach has been developed in partnership with industry experts to focus on the following key areas designed to continue to keep all pupils safe and healthy.

    • Hygiene and cleanliness: our high cleanliness and hygiene procedures include increased cleaning schedules, as well as readily available and accessible hand sanitisation points.
    • Increased ventilation: we’ve increased the delivery of fresh air into indoor activity spaces to make your visit as enjoyable as possible. Where alternative lesson space is available, (including sports halls, pitches and tennis courts) leisure centres may run lessons in these locations.
    • Pre booked sessions: to ensure you don’t have to queue on arrival, we encourage you to arrive 10 minutes before the lesson start time. Staggered start times will continue to minimise contact between people entering and exiting our locations and you will need to scan your Home Portal barcode (via printed confirmation or online at Home Portal) to enter.
    • Play your part: From respecting the personal space of others when spectating to staying home / keeping your child home if you / they feel unwell, everyone has a part to play in keeping each other safe.

    A member of staff will be available upon arrival to assist with any questions you may have.

Managing your group or one-off activity booking

  • Do I need to bring proof of my booking to attend my activity?

    Yes, you will need to show a booking confirmation on arrival. Your confirmation is found in the My Bookings section of the Better UK app and you will be able to use your member card on the Better UK app to scan yourself in on arrival. Alternatively, all bookings are confirmed via email. 

  • What happens if I fail to cancel or fail to attend my booked activity?

    A £3 no show charge is automatically applied to your account if the activity booking is not attended. This charge will also be applied if you forget to scan your membership barcode or bypass the barcode reader on entry, as our system will not know you have attended. The £3 charge may be paid online or via the concierge at your leisure centre. Further booking privileges are also suspended until any outstanding fees are paid.

Managing Your Lessons (Home Portal)

  • How do I activate or register my HomePortal account?

    Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) and answering some security questions to get started.

  • How can I access my barcode to scan for entry into the centre?

    On the home page of your HomePortal account you will be able to hover over the pupil name(s) towards the top (task bar) which will allow you to select the option to access barcode. Once selected, you will be able print screen and use via your smart phone or print and bring along with each visit.

  • How many entries will my barcode allow?

    The barcode will allow up to 3 swipes per visit to enable pupils and guardians entry within the lesson period.

  • How do I create my HomePortal account?

    Your HomePortal account is created when you first make a lesson or course booking online. You will need to activate your HomePortal account before logging in for the first time. Click here to activate your account by adding the member number to HomePortal (provided to you in your booking confirmation email) to get started.

  • How do I move a lesson to a different centre or change the day and time?

    Our team will be happy to help you, please complete a Lessons and Courses Existing Customer Enquiry' here to discuss further.

  • What is HomePortal?

    HomePortal is a simple web platform we use to help you manage multiple pupils from one account, view your lesson programme online, make new bookings and review pupil progress from our teachers.

  • How do I reset my HomePortal password?

    If you have forgotten your password, click the Forgotten your password? link on the HomePortal login screen and you will receive a password reset email to your registered email address.

Membership freezes and changes

  • Can I change my home centre?

    Yes you can change your home centre by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request.

  • How do I cancel my membership?

    We don’t want to see you leave. If you’d like to review your membership type instead, please complete a Customer Service enquiry here.

    If you are unable to find a suitable alternative membership, you can cancel your membership and review your final payment date by following the instructions below.

    Via desktop

    • Log into the Better customer portal here
    • Select 'My Account'
    • Click 'Memberships' from the options on the grey navigation bar
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Cancel membership' and follow instructions on screen

    Via mobile or the Better UK app

    • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
    • Ensure you are logged in and select 'Account'
    • Select 'Memberships' from the drop down options
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Cancel membership' and follow the instructions on screen

    We will be very sorry to see you leave and we’re always here if you’d like to come back.

  • How do I freeze my membership?

    You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating due to pregnancy or medical reasons. If you’d like to freeze your membership type, please follow the instructions below.

    Via desktop

    • Log into the Better customer portal here
    • Select 'My Account'
    • Click 'Memberships' from the options on the grey navigation bar
    • Scroll down the page and select the 'Manage membership' button
    • Select your reason for requesting a membership freeze
    • Choose your membership freeze start date and time period

    Via mobile or the Better UK app

    • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
    • Ensure you are logged in and select 'Account'
    • Select 'Memberships' from the drop down options
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Submit a freeze request' and follow the instructions to request a membership freeze.

    We may require reasonable evidence to support your request which can be uploaded when submitting a membership freeze request.

  • Can I change my membership type?

    Yes, you can change your membership type by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request. 

Membership payments

  • I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?

    To reactivate your membership, you will need to join again here

  • Can I change my bank details or the date of my direct debit?

    During the joining process you will be given the option to select your desired Direct Debit collection date.  This date will need to remain the same for the duration of your membership.

    Bank details can be updated, provided you have an active Direct Debit instruction.  Please contact us via our Customer Service team here as soon as possible if you require further assistance.

  • Who can I contact if I have questions about my membership?

    If you are unable to visit us in person, please submit a message to our Customer Experience team via our website and we'll get back to you shortly.

New memberships

  • How do I join as a new member?

    View the Memberships section of our website for further information about joining as a new member.

  • What are my membership options?

    We have a range of Better Health memberships to make the most of a healthier lifestyle with inclusive access to our gyms, swimming pools and fitness classes, plus discounts on a range of other activities. Explore your options here. 

  • Can I see the leisure centre before joining?

    Tours of the facilities are available with a member of the centre team. Check opening hours at your local leisure centre and pop in for a tour during those hours.

  • Do you offer discounts for students, NHS workers or corporate memberships?

    We have a range of discounted Better Health memberships available for students, disabled people and corporate employees. Find out more here.

     

Swimming Lesson Information

  • How do I cancel my child's swimming lessons?

    We don’t want to see you leave however if you would like to request a cancellation please complete the swim school cancellation request. Were always here if you would like to come back.

Using the gym

  • What is your equipment cleaning process?
    • We have continued with our enhanced cleaning regime
    • Gym users will be expected to wipe down their own equipment before and after use
    • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
    • Members are asked not to use their sweat towels to wipe down equipment
    • For more information about our commitment to your health, wellbeing and safety, click here
  • Should I have an induction before joining the gym?

    Whilst inductions are not mandatory for adults, we recommend booking one with one of our expert fitness coaches who will help tailor a bespoke gym experience based on your specific needs. Depending on experience, we can either provide you with a workout programme to follow, with regular reviews, or a simple orientation on the equipment and the opportunity to ask for advice.

    Please note gym inductions are mandatory and free of charge for all Better Health Junior memberships.

  • Can I train with other people at the gym?

    There are currently no restrictions on mixing on the gym floor. Private personal training sessions are not allowed within the gym and this service is provided by our partners YourPT

Using the swimming pool

  • Can I bring my child for a swim?

    Our pools are programmed with lots of sessions suitable for children . You can choose from Swim for All, Family Fun Swim, Aquasplash and Aqua play sessions. Learn more about the right swimming session for you here. 

  • Is the pool safe, what changes have you made to ensure the water is clean?

    Our water management systems have been reviewed with industry guidance to continue to meet a high standard of safety. All our pools are disinfected with chlorine in-line with the industry standards. For further information about our approach to your safety, visit the Safer, Better, Stronger section of our website here.

  • Can I use swimming aids or equipment? Can I buy goggles or swimwear?

    You can bring your own swimming aids / equipment from home. Goggles or swimwear will be available for purchase at participating leisure centres.

  • Will the disability hoist or pool pod be available?

    Pool pods and hoists will be available for customers who require them. Please speak with staff upon arrival to be given access.

  • Can I move between lanes during a session?

    If attending a Swim For Fitness session, please follow guidance on lane speeds and select the appropriate lane based on your ability, the ability of those already in the pool and the space available.

  • What is the difference between Swim for All and Swim for Fitness sessions?

    Swim For All

    No matter your fitness ability, our Swim for All sessions are perfect if you're looking to build your confidence, work on your strokes, float away any stress, or just simple want to enjoy a more casual swim with your family and friends. Bookings can be made on the Better UK app, or online here

    Swim For Fitness

    If you’re looking for a low-impact way to get fit and healthy, swimming could be the perfect choice. Our Swim for Fitness sessions take place in slow, medium and fast lanes, so you can take things at your own pace. Bookings are available online here or via the Better UK app.

  • Do I need to book a slot to use the swimming pool?

    We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.