high Alert
7th & 8th August 2021
high Alert
Summer Programme 2021

Frequently asked questions

Booking account and payments

  • Why am I being asked to pay for my activity?

    Your membership number may not be connected correctly to your online booking account. Follow the steps below to connect your membership to your booking account:

    1. For security reasons, this feature is not available on the Better UK app, so log on securely to your online member account through a web browser.
    2. Once logged in, select ‘Unlink My Membership’ under ‘Memberships’ on the left hand side. 
    3. Select ‘Link my membership’.
    4. Insert your membership number (the barcode number from your membership card), your date of birth and select Connect your membership. 
    5. Once your membership has been connected, you'll be able to book an activity online by signing into your booking account via 'View Profile' on the Better UK app once you are logged in. 
  • Can I reset my booking / member account password?

    Click here to reset your password. Enter your email address and click Submit. You will receive an email with instructions on how to reset your password. If you do not receive an email, please check your junk / spam folders.

  • I don’t have a debit/credit card, can I pay for a booking?

    Payments are required at the time of booking. Unfortunately, we are unable to accept cash at the present time.

  • 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 changing rooms, showers or toilets available?
    • Changing rooms, toilets and showers will be open for customers.

    Additional measures for Cardiff and Belfast locations only:

    • Changing rooms, toilets and showers will operate with reduced capacity limits. We encourage customers to arrive 'activity ready'.
  • 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?

    England locations only:

    • Safety measures such as face coverings and social distancing will be optional as part of the easing of lockdown restrictions in England. Please follow the guidance of your local area as face coverings may be highly encouraged in particular locations.

    Cardiff and Belfast locations only:

    • Whilst taking part in an activity you are not required to wear a face covering.
    • You are required to wear a face covering:
      • When entering and leaving the building and transitioning to and from your activity.
      • At all times if you are not taking part in an activity and remaining in the centre.
    • Those who are not wearing a face covering without an exemption may be refused entry to the building.
  • If I am disabled, will I have problems with access or requesting more time to access facilities?

    Any new Covid-secure safety measures, cleaning processes, and routes into, out of and through our locations have been made inclusive and accessible.

    All activity sessions are available to book online or via the Better UK app and our team will be on hand to guide you through and provide any additional assistance if required, so please speak with a member of staff on arrival if you have any concerns.

  • 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.

    Additional measures for Cardiff and Belfast locations only:

    • You will only be able to enter the leisure centre or gym at the commencement of your booked activity session.
    • To avoid congregation outside the facility please do not arrive early and if queuing, you will be asked to maintain physical distancing.
    • As you enter, you will see yellow and black safety signage. Please take notice of these signs as they are placed around the centre for your awareness and safety.
    • Physical distance spacing will be marked out in all areas and there will be floor markers and other visual reminders throughout the centre.
    • Lockers and showers will be available with reduced access, so please only bring the essentials. This must include a clean towel for your personal use only.
    • At the conclusion of your activity, please exit the building promptly, adhering to physical distancing guidelines.

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 Better Venues website.

General activity booking information

  • Can I buy a day pass?

    To book a swim, gym session or other activity, please register to book as a non-member via the Better UK app or online. Once you have registered, you can pre-book and pre-pay for your activity via the Better UK app or online.

    Click here for more information about booking as a non-member.

  • 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.

  • Can I bring someone with me?
    • England only: Spectators and/or visitors will be permitted entry for selected activities. All non-members entering a location are subject to an admission or participation fee.
    • Belfast and Cardiff only: Due to government restrictions, we have maximum capacities for all pre-booked sessions. Spectators and/or visitors will not be permitted entry.
  • Can I bring my carer with me? Do carers require a membership?
    • England only: 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.
    • Belfast and Cardiff only: Yes, you can bring your carer with you. It is important that carers follow social distancing with other customers. 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.

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.

General membership information

  • Can I have a new membership card?

    The Better UK app gives you access to a digital version of your membership card when you log in. Use the Better UK app to gain access to your pre-booked activity.

Lesson Booking and Payment Information

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

    To reactivate your child's lessons, you will need to re-join again. We are accepting new joiners for available lessons. Click here to enrol your child into a lesson or course.

  • How do I book a lesson?

    Visit our dedicated Lessons and Courses website here and enter your nearest location and activity to view available lessons. Use the available search filters to get the best results.

  • What happens to my payments during the Christmas break?

    All of our lessons and courses break for two weeks at the end of the year, every year. Your direct debit payments are split in 12 equal payments across the year and cover the number of weeks of lessons delivered.

  • 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 or stage should I book?

    If you are unsure what level or stage to book, you can visit the lessons and courses section of the website to review information on core product entry criteria.

  • 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. If you’d like to review you or your child’s lessons or request a cancellation, please complete a Lessons & Courses – Cancellation' request here . We’re always here if you’d like to come back.

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.

    Additional measures for Cardiff and Belfast locations only:

    • All swimming teachers will deliver from poolside for all swimming lessons.
    • All lesson capacities have been designed to ensure that all pupils can socially distance while in lessons.
    • All customers should arrive 10 minutes before the start time of their lesson in the centre specific Lesson Waiting Zone. The queue supervisor and centre staff will be on hand to support during the first few weeks to show where this area is and explain the customer journey process.
    • For swimming lessons, we ask that all children arrive to the centre with their swimwear underneath clothing such as a tracksuit or onesie (something easy to remove). Once customers are at the Lesson Drop Off Zone, we will ask all children to ensure they have their swimsuit or trunks, swimming cap and goggles. If for any reason you cannot get your child pool ready before getting to the centre we will have limited areas for them to change.
    • To ensure that all parents and/or guardians can social distance while spectating we ask that only one adult accompany a child/children to lessons.
    • In some cases, spectating may not be available, but an area elsewhere in the facility will be allocated for you to wait whilst your child’s lesson is taking place. Please consider what to wear if spectating on poolside due to the high temperatures.
    • In line with regulations in Wales and Northern Ireland, we ask all parents and/or guardians wear a face covering while spectating lessons.
    • All children and parents and/or guardians will have access to changing rooms after lessons. We ask that all customers keep to the 10 minute allocation to ensure we have time to keep these areas clean and keep our lessons running on time.
    • The cut off time for all swimming lessons is the start time of the lesson; this is why we ask all customers to arrive 10 minutes before the start time. Queue supervisors will try to accommodate customers who are late due to circumstances out of their control but this will be dependent upon lesson capacities.
  • 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.

Making an 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. Before you can book an activity online, be sure to register as a non-member via the Better UK app. Pay and play memberships are also available and provide the membership holder with discounted activity fees. View how to register to book activities. 

    Click here for information about booking activities.

  • How do I book into a session as a pre-paid member?

    Click here for information about booking activities as a pre-paid member.

  • How many activity bookings can I make per day?

    Each customer is allowed one booking for each activity type per day. Members may incur a charge for multiple bookings of the same activity on the same day.

  • Can I make multiple bookings in one go?

    Yes, as long as they are not for the same activity type on the same day.

  • 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 activity is not included within your membership.

  • Can I book an activity with a Pay and Play membership?

    Yes you can. Before you can book an activity online, be sure to register as member online or via the Better UK app. View how to register to book activities. 

    Once you have registered and logged in, you'll be able to book an activity online or via the Better UK app. View how to make an activity booking.

Managing your 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. You will be able to use your member card on the Better UK app to scan yourself in on arrival.

  • What if I can’t attend my session?

    We understand things come up and you may need to cancel your pre-booked activity. Out of consideration for fellow members, we ask that you cancel your booking no later than 4 hours before the activity start time to allow another customer to take your time slot.

    You can manage and cancel your bookings through the Better UK app. No show penalty charges apply to members where the activity is included in the membership type. Activity fees are non-refundable in the event non-members or pay & play bookings are cancelled or not attended.

    Refunds can be requested for exceptional circumstances by submitting a Refund Request form online. Please check activity terms and conditions for further details.

  • How long do sessions go for? Why does it say 10 minutes?

    To ensure a fair allocation of time for each customer we have allocated time slots for most activities. The length of the session will be in the activity description upon booking and 10 minutes is the admission window.

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

    A no show charge (currently £3) is automatically applied to your account 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.

  • I cannot log in to HomePortal / I have forgotten my password

    You can log into your HomePortal account by visiting the Better Lessons and Courses website here and logging in with your your email address or barcode and password.

    If you have forgotten your password, click the Forgotten your password? link on the Better Lessons and Courses website and you will receive a password reset email to your registered email address.

  • 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.

Membership freezes and changes

  • How do I remove the freeze from my membership?

    To request this, complete a Membership Unfreeze enquiry here and we will be in touch to confirm your one-off first payment to ensure you pay absolutely nothing for the period of your freeze, before we reinstate your regular Direct Debit payments as normal.

  • I want to cancel my membership.

    We don’t want to see you leave. If you’d like to review your membership type or request a cancellation, please complete a Customer Service enquiry here. We’re always here if you’d like to come back.

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. You will not be currently charged a joining fee.

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

    Yes, submit your request by completing a Customer Service enquiry here.

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.

Swimming Lesson Information

  • I want to cancel my child's swimming lessons

    We don’t want to see you leave. If you’d like to review you or your child’s lessons or request a cancellation, please complete a 'Swim School – Cancellation' request. We’re always here if you’d like to come back.

  • When can I book pre-school swimming lessons?

    Swimming lessons for 3 to 4-year-olds are now available to book. Find out more on our Better Swim School page. 

Using the gym

  • What do I need to know before attending the gym?
    • Do not come to the gym if you are unwell, have any Covid symptoms or have been told to self-isolate
    • Arrive at your booked time, not early or late
    • Listen to our staff at all times and follow their instructions
    • Wipe down all equipment before and after use with the provided cleaning materials
    • Bring a sweat towel, your own drinking water and hand sanitiser
    • Respect the personal space of others at all times
    • Do not use any equipment that has been placed out of use

    Additional measures for Cardiff and Belfast locations only:

    • For your safety, if you do not arrive for your booked time, you may be refused entry
    • You will need to complete your work out and be out of the building within one hour to keep the gym safe and to be fair to all
    • There will be limited changing areas and restricted availability of showers, please come changed and shower at home if you can
    • To be fair to all, please do not spend more than 15 minutes at any gym station
    • Follow one way systems and Covid Secure notices and signage
    • Stay within marked zones or areas
    • You must not go from the gym to the pool or other activity or vice versa. You need separate bookings and you must exit and re-enter using the approved routes
    • You must train alone, you cannot use equipment where you would need a ‘spotter’
  • 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
  • Are PT sessions running at the gym?

    Personal Training sessions have now resumed at participating locations. Sessions are 1 hour long.

    If you have a session booked with your Personal Trainer you need to also ensure that you have booked a session in the gym for that time. You can do this via the Better UK App  View how to make an activity booking. 

Using the swimming pool

  • What do I need to know before attending the swimming pool?
    • Do not come to the pool if you are unwell, have any Covid symptoms or have been told to self-isolate
    • Arrive at your booked time, not early or late
    • Listen to our staff at all times and follow their instructions
    • Where lockers require money to use, please bring the correct change for your locker – our centres are now cashless. so change will not be available from staff.
    • Respect the personal space of others at all times
    • Do not use any equipment that has been placed out of use.

    Additional measures for Cardiff and Belfast locations only:

    • For your safety, if you do not arrive for your booked time, you may be refused entry
    • You will need to complete your swim and be out of the building within one hour to keep the pool safe and to be fair to all
    • Come “pool ready” if you can, including showering before you set off if possible
    • Follow one way systems and Covid Secure notices and signage
    • Respect lane discipline and other swimmers, there may be mixed abilities
    • Bring your own drinking water and hand sanitiser
    • Respect social distancing at all times - Keep 2 metres distance between you and other people
    • You must not go from the Pool to the Gym or other activity or vice versa. You need separate bookings and you must exit and re-enter using the approved routes
    • There is no equipment available to hire or borrow
  • Can I bring my child for a swim?

    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

  • 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. Chlorine is proven to disinfect pathogens which include viruses such as COVID-19. Staggered booking start times will minimise contact between people entering and exiting our pools and buildings.

  • Can I use swimming aids / 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 / 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.