I am impressed with the centre and the staff are friendly and helpful. I am a steps to health member from my GP. The programme is good and has helped me loads. All the instructors are lovely, especial... Toon meer
Bedrijf heeft geantwoord
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
I have been bringing my daughter to swimming lessons at Downham Leisure Centre for 3 years, making myself a regular visitor. However, the showers and changing rooms areas are consistently unclean; the... Toon meer
Bedrijf heeft geantwoord
I just wanted to say a big thank you to Yannic for the induction class today. It was such a great introduction to the gym! You explained everything so clearly and made me feel really comfortable and... Toon meer
Bedrijf heeft geantwoord
Yannic at the reception was really helpful in getting my two girls signed up for swimming lessons. He was really patient with me while my kids were running wild. Thank you your great service and kindn... Toon meer
Bedrijf heeft geantwoord
4,4
Uitstekend
189 reviews
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 48 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
I am impressed with the centre and the…
I am impressed with the centre and the staff are friendly and helpful. I am a steps to health member from my GP. The programme is good and has helped me loads. All the instructors are lovely, especially Mohammed, who has been supportive and encouraging. God bless
19 mei 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave such a kind 5-star review.
We are thrilled to hear that the Steps to Health programme has been so beneficial for you. It is wonderful to know that our team has been friendly and helpful, and we will be sure to pass on your special thanks to Mohammed for his support and encouragement.
We look forward to seeing you at the centre again soon.
Downham Health & Leisure Centre
Downham Health & Leisure Centre
I am writing this review on behalf of a number of GP Referral members at Downham Leisure Centre following ongoing concerns raised by members over recent months.
Firstly, it is important to acknowledge that the GP Referral Programme at Downham Leisure Centre has been life-changing for many people with disabilities, long-term health conditions, chronic pain, mental health struggles, cardiovascular conditions, injuries, and hidden disabilities. Many members joined feeling isolated, anxious, unwell, or lacking confidence, and the programme has helped improve both physical and mental wellbeing.
The previous structure and support provided by instructors such as Elle, Janet, Barry, and Mary created a safe, caring, motivating, and inclusive environment where members genuinely felt supported and understood. Members consistently felt listened to, monitored safely, and encouraged throughout their recovery journeys.
It is also important to highlight that the Downham Leisure Centre GP Referral Programme is supported by Lewisham Council, while members themselves also pay subsidised monthly membership fees. As paying members attending a health referral programme, people deserve a professional, safe, accessible, and respectful service.
Unfortunately, since management and operational changes were introduced, many members feel the service standards have significantly declined.
Concerns repeatedly raised by members include:
- Poor communication and lack of transparency regarding programme changes
- Difficulty contacting management or receiving responses
- Long delays in resolving complaints and membership concerns
- Hygiene concerns regarding toilets, cubicles, and changing facilities
- Health and safety issues only being addressed after members formally complained
- Lack of continuity of care and support for vulnerable and disabled members
- Concerns regarding safeguarding, confidentiality, and monitoring procedures
- Reduced class availability, including evening classes
- Lack of consultation with GP Referral members before major changes
- Reception staff sometimes appearing dismissive or lacking understanding of disabilities
- Senior management rarely being visible or engaging directly with members
A lengthy GP Referral members’ meeting took place where many of these concerns were raised collectively. While management acknowledged some issues and promised action plans and improvements, many members still feel that little meaningful change has happened since the meeting.
What is disappointing is that many of the concerns raised were not minor complaints, but important matters involving hygiene, communication, accessibility, safeguarding, and duty of care for vulnerable people attending a health referral programme.
Members appreciate the instructors and frontline staff who continue doing their best under difficult circumstances. However, many feel the programme is currently being let down by poor communication, lack of empathy, and inconsistent management practices.
The programme itself has enormous value and potential, which is why members continue fighting for improvements rather than simply walking away. We genuinely hope management listens to the lived experiences of members and works collaboratively to restore the supportive environment that previously made this programme so successful.
1 oktober 2025
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for providing such detailed feedback regarding the GP Referral Programme at Downham Health & Leisure Centre. I sincerely apologise that the recent service standards and management changes have not met your expectations or the high standards we aim to provide for our members.
It is encouraging to hear how impactful the programme has been for physical and mental wellbeing, and I will be sure to pass your kind words along to instructors like Elle, Janet, Barry, and Mary. However, it is concerning to learn about the issues you raised regarding communication, hygiene, and the overall continuity of care for our vulnerable members.
Please be assured that we take your concerns regarding safeguarding, accessibility, and duty of care very seriously. We are committed to working collaboratively to address the points raised in the recent members' meeting and to restoring the supportive environment you described. I will be discussing your feedback directly with the senior management team at Downham to ensure that the promised action plans are being implemented effectively.
Thank you for your continued advocacy for the programme. If you would like to discuss these matters further, please contact the management team at the centre directly https://www.leisurecentre.com/contact-us
VERY POOR HYGIENE
I have been bringing my daughter to swimming lessons at Downham Leisure Centre for 3 years, making myself a regular visitor. However, the showers and changing rooms areas are consistently unclean; the facility emits a strong urine odour, and debris is frequently found on the floor. I have only witnessed staff members cleaning on a single occasion. The hygiene standards are severely lacking. There have been instances where a parent have removed their children after discovering a maggot in the shower area. I believe management must address these issues promptly. Notably, there have been times when the showers were out of service, yet the facility remained open to the public. The only reason I continue to bring my daughter there is for convenience; however, I am now considering withdrawing my children due to the unsanitary conditions.
12 mei 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for sharing your feedback regarding your recent visits to Downham Leisure Centre. Please accept our sincerest apologies for the poor hygiene standards you experienced.
We take your concerns very seriously and have raised them directly with our cleaning team. As an immediate step to improve the cleanliness of the changing rooms, we have moved a staff member to the 4–7 p.m. shift to provide additional support during those hours. If you would like a manager to contact you directly. Please email leisure.escalations@parkwood-leisure.co.uk with your prefered contact details.
We appreciate your long-term patronage and are committed to ensuring a cleaner and more comfortable environment for you and your daughter.
Yannic
Yannic
He was very attentive and helped us with everything we needed. Very kind and professional.
13 april 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave a 5-star review.
We are thrilled to hear about your positive experience with Yannic. It is wonderful to know that he provided professional and patient support while answering your enquiries. I will be sure to share your kind words with him and the rest of the team.
Thank you for choosing us.
It’s very good with me and explained…
It’s very good with me and explained everything @yannic thank you for supporting
10 april 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for taking the time to leave us a 5-star review.
We are delighted to hear that you had a positive experience and that everything was explained clearly to you. I will be sure to pass your kind words along to Yannic for the excellent support provided.
We appreciate your feedback and look forward to seeing you again soon.
Yannick is absolutely amazing
Yannick is absolutely amazing, really helpful and patient member of staff. Brilliant gatekeeper for the company
30 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave such a wonderful 5-star review.
We are thrilled to hear about your positive experience with Yannick. It is great to know that his patience and helpfulness made such a brilliant impression. We will be sure to share your kind words with him and the rest of our team.
We look forward to seeing you again soon.
Yannic and Tasain ,very helpful and…
Yannic and Tasain ,very helpful and understanding well done
30 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for your 5-star review.
We are delighted to hear that Yannic and Tasain were helpful and understanding during your visit. We will be sure to share your kind words with them and the rest of the team.
We appreciate your feedback and look forward to seeing you again soon.
Very welcome and lots of activities…
Very welcome and lots of activities supported by the staff members. Well supported by Matthew and Brad
28 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for your 5-star review and for sharing your experience with us.
I am delighted to hear that you felt welcome and enjoyed the variety of activities available. I will be sure to pass your kind words along to Matthew and Brad, as they will be very pleased to know their support made a positive impact on your visit.
We look forward to seeing you again soon.
Thanks Yannick for a good induction and…
Thanks Yannick for a good induction and orientation.
25 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for sharing your 4-star review.
We are pleased to hear that you had a good experience with Yannick during your induction and orientation. I will be sure to pass your kind words along to Yannick and the rest of the team.
We look forward to seeing you at the centre again soon.
Antwoord van Leisure Centre
Thank you for taking the time to leave such a wonderful 5-star review.
We are delighted to hear that Yannic was very helpful during your visit. We will be sure to pass your kind words along to him and the rest of the team.
We look forward to welcoming you back to the leisure centre again soon.
Yannic
Yannic, amazing service customer. Good to deal with very helpful and respectful to everyone.
25 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for taking the time to leave such a positive review.
We are delighted to hear about the amazing service you received. It is great to know that Yannic was helpful and respectful during your interaction. I will be sure to share your kind words with Yannic and the rest of the team.
Thank you for choosing us.
Great initial trial and we’re now…
Great initial trial and we’re now signed up members. Big thanks to Yannic for all his help and getting everything sorted.
23 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for the 5-star review!
We are delighted to hear that you had a great initial trial and have decided to join us as members. I will be sure to pass your kind words along to Yannic, who will be very pleased to know he was able to help get everything sorted for you.
Welcome to the centre, and please let us know if there is anything else we can assist you with.
Reception have been extremely helpful &…
Reception have been extremely helpful & accommodating when we needed to move my autistic son to different class days/times so he could enjoy them, really made a difference being able to sort everything in person
13 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for your kind 5-star review.
We are delighted to hear that our reception team was able to provide the support and flexibility needed to accommodate your son's classes. It is wonderful to know that being able to handle these arrangements in person made a positive difference for your family.
We look forward to seeing you both at the centre again soon.
Excellent service and well taken care of
I was served by Yanick Clarke. He was very attentive, polite and ensured that he understood all my needs. He served me very well and his customer service is second to none. All other staff around were polite. I did a walk around and happy with how the Leisure Centre is maintained. Looking forward to more
13 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave such a wonderful 5-star review.
We are thrilled to hear that you had a great experience and that Yanick provided such attentive and polite service. It is also fantastic to know that you found the rest of our team welcoming and were pleased with the maintenance of the Leisure Centre.
We look forward to welcoming you back soon.
Yannic was very helpful and informative…
Yannic was very helpful and informative friendly and great customer service
12 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for the 5-star review!
We are thrilled to hear that Yannic provided such helpful and friendly service. We will be sure to pass your kind words along to him and the rest of the team.
We appreciate your feedback and look forward to seeing you again soon.
Great customer service!
Great customer service!! Yannic helped us a lot with everything.
11 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave a 5-star review.
We are thrilled to hear that you had such a positive experience with our customer service. I will be sure to pass your kind words along to Yannic, who will be delighted to know they were able to help you so much.
We appreciate your support and look forward to seeing you again soon.
Misleading "Day Pass" policy and unprofessional service
I am writing this to express my deep dissatisfaction with the service at Bicester Leisure Centre following an incident on March 8th, around 9:30 AM.
I visited the gym as a guest of a member. I was informed that I had to purchase a "day pass" for £12.50, which was processed by a staff member named Paula. At no point during this transaction was I informed of any terms and conditions, specifically regarding re-entry or facility limitations.
The experience was marked by a series of unprofessional interactions:
Misinformation: When asked what the pass included, Paula incorrectly stated it was for the "gym only." She was later corrected by her colleague, Tammy, who confirmed other facilities were included.
Restrictive Re-entry: After an hour, I had to leave for 20 minutes to drop my wife at work. I notified reception that I was returning shortly to finish my session with my friend. I was then told by Tammy that if I stepped out, I would be charged another £12.50 to re-enter.
Deceptive Naming: Calling a product a "day pass" while only allowing a single entry without prior notice is highly misleading.
The attitude of both Paula and Tammy was dismissive and unprofessional. I was forced to cut my workout short and leave my friend behind, feeling completely exploited by the lack of transparency. I strongly advise potential visitors to be wary of the hidden rules and the poor customer service at this facility.
8 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you for sharing your feedback regarding your visit to Bicester Leisure Centre on March 8th. I am very sorry to hear about the negative experience you had with our guest pass policy and the service provided by our team.
It is clear that the information provided regarding the inclusions of the pass and our re-entry policy was inconsistent and frustrating. We aim to be transparent with our pricing and terms, and I apologise that this was not your experience. I will be addressing your comments with Paula, Tammy, and the rest of the site management team to ensure our staff are fully trained on our "day pass" terms and that we are communicating with our guests more professionally.
To compensate for the frustration you experienced and to provide a better customer experience, I would like to offer you a complimentary 3-day pass.Please contact me directly at leisure.escalations@parkwood-leisure.co.uk so that I can arrange this for you.
I look forward to hearing from you. Sara
Yannic is brilliant
Yannic is brilliant
Explained everything and has brilliant
Customer service with a smile and very polite
6 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave us a 5-star review.
We are thrilled to hear about your positive experience with Yannic. Providing polite and helpful service with a smile is exactly what we strive for, and I will be sure to share your kind words with Yannic and the rest of the team.
We look forward to seeing you again soon.
Yannic
Yannic , very understanding and very helpful!!! Thank you so much
5 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave us a 5-star review.
We are thrilled to hear that Yannic was understanding and helpful during your experience with us. I will be sure to pass your kind words along to Yannic and the rest of the team.
We look forward to seeing you again soon.
Yannic is great he help me with my…
Yannic is great he help me with my daughter swimming lesson thank you
5 maart 2026
Review zonder uitnodiging
Antwoord van Leisure Centre
Thank you so much for taking the time to leave a 5-star review.
We are delighted to hear that Yannic was able to assist you with your daughter's swimming lessons. I will be sure to pass your kind words along to him and the rest of the team.
We look forward to seeing you and your daughter again soon.
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Bedrijven kunnen reviews verzamelen via geautomatiseerde uitnodigingen. Deze reviews worden als geverifieerd bestempeld, omdat het evident is dat ze op echte ervaringen gebaseerd zijn.
Lees meer over geverifieerde reviews.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.