I’ve had a really positive experience at Kensington Leisure Centre. The gym is very clean and has a great range of equipment, so there’s plenty of choice for different types of workouts. There’s... Toon meer
Bedrijf heeft geantwoord
Locatie
Wijzig locatieWalmer Road, W11 4PQ london, GB
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Lees wat reviewers zeggen
I tried to book a one off swim but the page crashed and went round in a loop. I tried to ring but the line was just lots of information, nobody to speak to, no option allowed me to book. I tried t... Toon meer
Bedrijf heeft geantwoord
My 6-year-old son had his first private swimming lesson yesterday. The facilities are excellent — modern, clean, warm, and very well organised. On Tuesdays, there’s an instructor named Shofi (I hope I... Toon meer
Bedrijf heeft geantwoord
I only go there for swimming. Great venue and pool. Friendly staff. However, more should be done about hygiene in the changing area. I have been observing behaviours and on average one in ten visito... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
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.
Contactgegevens
Walmer Road, W11 4PQ, london, Verenigd Koninkrijk
3,8
Goed
99 reviews
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I’ve had a really positive experience…
I’ve had a really positive experience at Kensington Leisure Centre. The gym is very clean and has a great range of equipment, so there’s plenty of choice for different types of workouts.
There’s a really good vibe in the gym, with a welcoming and friendly atmosphere that makes you feel comfortable while working out. I also needed some help with a piece of equipment, one of the staff members was was very helpful. They took the time to assist me and made me feel comfortable asking for help.
Overall, a great place to work out with good facilities and good classes in the gym. Proud to have this centre part of the my local community. The Spa is also a nice option… will try next!
10 augustus 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Nasema,
Thank you for taking the time to share your feedback about Kensington Leisure Centre.
We are delighted to hear that you have had such a positive experience and that you value the clean facilities, range of equipment and welcoming atmosphere within the gym. It is especially pleasing to know that a member of our team was able to assist you with equipment and help you feel comfortable and supported.
We are also pleased to hear that you enjoy the classes and feel proud to have the centre as part of your local community. Thank you for your kind comments, and we hope you enjoy the spa facilities when you have the opportunity to try them.
Warm Regards,
Hazal
Antwoord van Better - Kensington Leisure Centre
Hi Mrs Michael
Thank you for your review.
We are very pleased to hear that you found the team at Kensington friendly and helpful, and we will be sure to share your feedback with the team!
Kind Regards
Amir
Impossible to contact anyone
I tried to book a one off swim but the page crashed and went round in a loop. I tried to ring but the line was just lots of information, nobody to speak to, no option allowed me to book. I tried the chat bot and Customer Services which both gave the the same information line. I tried to make a complaint with contact I had to Google to find and discovered you can only make a complaint if you have a membership number. If I can’t book a one off swim without being a member why isn’t this information given when you try to book. But I don’t think that is the problem.
It is very concerning that such a large organisation which provides facilities for people, apparently provides no way that a person can make contact with you.
I have used this pool, Kensington, for occasional swims in the past with no problem, before booking was used.
In addition, it is very bad design, both here and on your complaint form to give a massive list to scroll through to tell you the site. You should enable people to write it in.
Now I have given up on the swim.
29 juli 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Janice,
Thank you for taking the time to share your feedback. We are sorry to hear about the difficulties you experienced when trying to book a swim session.
We understand how frustrating it must have been to encounter technical issues with the booking process, be unable to reach someone for assistance, and then struggle to find a suitable way to raise your concerns. We appreciate that the experience left you feeling unsupported and ultimately unable to proceed with your swim.
Your comments regarding the website functionality, telephone contact options, complaint process, and overall accessibility of customer support have been noted. We also appreciate your suggestions regarding the design of our booking and feedback forms, and we will ensure your feedback is shared with the relevant teams for review.
We can confirm that you do not need to be a member to fill in the online complaint form and you can also email us directly at: customerservices@gll.org
We apologise for the inconvenience caused and thank you for bringing these matters to our attention.
Warm Regards,
Hazal
Hidden fees
I liked how easy and fast to get access to this activity, but the monthly membership came with a high setup fee… and I need to pay 1 £ each time I want to lock my locker.
14 juli 2026
Antwoord van Better - Kensington Leisure Centre
Hi Ali,
Thank you for your feedback.
We’re pleased to hear that you found the process of accessing activities quick and easy, as we aim to make visits as smooth and convenient as possible.
We’re sorry to learn that the setup fee and locker charges have impacted your experience. We understand how additional costs can be frustrating, and we appreciate you taking the time to highlight this. Your feedback will be shared with the relevant team for review, as we are always looking for ways to improve value and overall member satisfaction.
Thank you again for sharing your experience with us.
Warm Regards,
Hazal
good gym good value for money
14 juli 2026
Antwoord van Better - Kensington Leisure Centre
Hi Guilherme,
Thank you for your feedback!
We’re really pleased to hear that you’re enjoying the gym and that you feel it offers good value for money. It’s great to know we’re meeting your expectations.
We appreciate you taking the time to share your experience and look forward to continuing to support you.
Warm Regards,
Hazal
IT failure /mess following ‘update’
IT failure /mess following ‘update’
So yep I contacted customer services but issue continues to be unresolved and it’s infuriating- stop charging me for Les Mills classes as they are free in my package
Why is this not resolved ? Get it together !
3 juli 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Carolyne,
Thank you for your third review.
Whilst we understand the issue is ongoing for you, your first email correspondence to us was yesterday.
We aim to respond to all enquiries within 3-5 working days, so please give us a chance, now you have notified us through the correct channels to investigate and resolve your issues.
I have now picked up your email and will be in touch with you shortly.
Warm Regards
Hazal
Active member since May 2025 with 15…
Active member since May 2025 with 15 years of prior history with Better. I’ve changed my bank and payment didn’t gone through which I had not known. Next thing I was restricted making bookings and asking full price for classes. After a while I found out my membership was CANCELLED. No single SMS or email was sent to inform me, neither for payment issue. How they treating their customers it’s no better than piece of shit. Kensington Centre has no female shower facilities for over a year-never fixes anything broken. Cancelling classes after have us waiting on the door for more than half an hour with our efforts to find out-no one said in advance-no tiny SORRY. But if I skip the Class immediately receiving fine and fully restricted until it’s paid. Spa makes discounts for non working facilities-when steam/sauna out of order. Most class teachers are total joke-unqualified people instructs us. It’s a nightmare where I stock due to being closest gym facilities, otherwise I usually don’t go.
I would never recommend to anyone !
6 juni 2026
Antwoord van Better - Kensington Leisure Centre
Hi Nely,
Thank you for your review!
We’re very sorry to read about your experience and are concerned by the issues you’ve raised.
This is not the standard of service, communication, or facilities we aim to provide, and we understand how frustrating this must have been, particularly around your membership billing, class access, and the condition of the centre.
If you have the time, please send an email with some more information to our Customer Service Team.
Our email address is: customerservices@gll.org
Thank you again for your review!
Warm Regards,
Kaisha
Excellent sports club
Excellent sports club. Friendly, professional, supportive, non invasive
19 juni 2026
Antwoord van Better - Kensington Leisure Centre
Hi A
Thank you for your review.
We are delighted to hear you found the club friendly, professional, and supportive.
It is also great to hear that the staff are creating a welcoming and comfortable environment, and we hope to see you again soon!
Kind Regards
Amir
The staff at Better Kensington are very…
The staff at Better Kensington are very competent and helpful.
10 juni 2026
Antwoord van Better - Kensington Leisure Centre
Hi Agnes,
Thank you for your kind feedback.
We are pleased to hear that you found the team at Better Kensington to be competent and helpful. Providing a high standard of service to our members is very important to us, so your comments are greatly appreciated.
Thank you for taking the time to share your experience.
Warm regards,
Hazal
Staff was very helpful and patient
7 juni 2026
Antwoord van Better - Kensington Leisure Centre
Hi Patricia,
Thank you for your wonderful review!
We're overjoyed that our team have been very helpful and patient during your visit.
We can't wait to welcome you back soon!
Warm Regards,
Kaisha
Kensington Leisure Centre has beautiful…
Kensington Leisure Centre has beautiful studios and good teachers and Mohammed was really helpful with extending my membership after I was unable to attend due to illness
3 juni 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Css
Thank you for your review.
We are delighted to know that you are enjoying the facilities and fitness classes at Kensington Leisure Centre. It's also great to see that Mohammed has been able to assist you with your membership query!
We will be sure to pass your feedback on to Mohammed to review!
Kind Regards
Amir
Antwoord van Better - Kensington Leisure Centre
Hi Andrea,
Thank you for your lovely review!
It's amazing to hear that you had such a great experience at our Kensington Leisure Centre.
We also really appreciate your recommendation.
We hope to see you again soon!
Warm Regards,
Kaisha
It’s okay but can be very busy and…
It’s okay but can be very busy and sometimes people connect their phone to speaker and play very loud and inappropriate music with lots of swearing in which is not enjoyable
20 mei 2026
Antwoord van Better - Kensington Leisure Centre
Hi James,
Thank you for your review!
We appreciate your feedback regarding our gym space, and we apologise for any inconvenience caused by the misuse of music by others.
We're more than happy to share this with the wider team for further review.
Thank you again for your review!
Warm Regards,
Kaisha
Shout out to Isaac the main man keeping…
Shout out to Isaac the main man keeping the place great for its members, much appreciated
20 mei 2026
Antwoord van Better - Kensington Leisure Centre
Hi James,
Thanks for your review.
We are so pleased to hear that the staff at Kensington Leisure Centre have been so supportive, especially Isaac.
Kind Regards
Rachel
I registered at Better Sport Centre…
I registered at Better Sport Centre Kensington as a disabled person hoping to take part in activities and improve my fitness. Unfortunately, my experience was very disappointing from the beginning. I struggled to receive clear information about the memberships available. When I called customer service, I was simply advised to search online myself to find a suitable membership. As an older person, I felt I was not given enough time, patience, or support to properly understand the process.
In the end, my daughter had to help me communicate with them, follow their advice, and complete the registration. I paid the initial deposit and first month’s membership fee and also booked a coach for a gym induction. Sadly, the induction was not helpful at all, and very little proper guidance or information was provided.
Because of the poor support and lack of understanding towards elderly and disabled individuals, I decided to cancel my membership shortly afterwards. Overall, I found the service disappointing and not suitable for people who may need extra assistance and clear communication.
1 februari 2026
Antwoord van Better - Kensington Leisure Centre
Hi Waris,
Thank you for your review!
We're sorry to hear that your experience signing up for a Membership was not smooth due to your interaction with our customer service team.
We understand that you've now signed up to the Better Health UK Inclusive, which is currently the best option for you in terms of access and price plan.
We deeply apologise that we didn't offer this information during your call.
Regarding your Membership linked to the Customer ID number provided, we can see that your Membership is still Active.
We've sent you a separate email regarding this to assist further.
Thank you again for your feedback!
Warm Regards,
Kaisha
Friendly staff
Been Visiting Kensington Leisure Centre for years. Always happy to be there
Friendly staff and nice facilities
14 mei 2026
Antwoord van Better - Kensington Leisure Centre
Hi,
Thanks for your review.
We are so pleased to hear that the staff at Kensington Leisure Centre have been so friendly!
Warm Regards
Hazal
Very supportive and welcoming team…
Very supportive and welcoming team with great Trainers who really make a difference. There is a fantastic selection of classes, especially with the introduction of the Les Mills programmes. The gym equipment is tidy and organized and there is a real sense of community spirit at Better Kensington
4 mei 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Teri,
Thank you for your kind feedback.
It’s great to hear you feel so supported and welcomed by the team, and that the trainers are making a real difference for you.
We’re also pleased you’re enjoying the facilities, especially the Les Mills programmes.
It’s lovely to know there’s a strong sense of community at Kensington Leisure Centre, and we really appreciate you taking the time to share this.
Warm regards,
Azaria
Great sports centre
18 april 2026
Antwoord van Better - Kensington Leisure Centre
Hi Diane,
Thanks for your review.
We are so pleased to hear that you are enjoying Kensington Leisure Centre!
Warm Regards
Azaria
Antwoord van Better - Kensington Leisure Centre
Hi Leeanne,
Thank you for your lovely feedback, and welcome as a new member!
We’re really pleased to hear your first visit was such a positive experience and that you’re enjoying the classes and finding them fun.
It’s also great to know the team made you feel welcome.
We look forward to seeing you again soon!
Warm regards,
Azaria
Cancelling my membership
Nice facilities but terrible organisation. The facility closed for events with zero notice to members. Swimming pool are mostly for lessons now. Paying members are crowded in 2 lanes and schedule of lessons keep changing and is not available anywhere but a single paper document on the wall, so impossible to know in advance when there wont be children lessons. - i am thinking of cancelling my membership. I totally understand lessons can take place but at least te Centre should share the information so paying members can adapt. Really bad management, bad experience, avoid.
21 maart 2026
Review zonder uitnodiging
Antwoord van Better - Kensington Leisure Centre
Hi Vi,
Thank you for your feedback!
We currently have notices on our website regarding the potential disruption and closure of our facilities.
Please use the following link to view this:
https://www.better.org.uk/leisure-centre/london/kensington-and-chelsea/kensington-leisure-centre
We'd recommend booking Swim For Fitness sessions after 14:00, when there is an option to use more lanes.
We apologise for any issues you've experienced with the availability of these sessions.
We're also more than happy to raise your concerns with the wider team for further review.
We'd be saddened to see you cancel your Membership due to the information you've highlighted.
Thank you again for raising this with us!
Warm Regards,
Kaisha
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