I come to this gym on a regular basis, the equipment is always up to good standard and i’ve never had an issue with its quality. Not only this but the fitness instructors are incredibly friendly and w... Voir plus
L'entreprise a répondu
Établissement
Changer d'établissementWalmer Road, W11 4PQ london, GB
•Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
We have been using the leisure centre often since my eldest daughter was 3months old. We’ve done regular softplay and lots of swimming, we’ve also held a party here. I like to use a place that is ab... Voir plus
L'entreprise a répondu
Good equipment that I have been going for some time, luts is a good coach during student times as he gives advice for workout.
L'entreprise a répondu
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... Voir plus
L'entreprise a répondu
À propos de l'entreprise
- Centre de loisirs
- aussi dans
- Bibliothèque
- Centre de fitness
- Piscine couverte
- Piscine extérieure
- Salle de gym
Écrit par l'entreprise
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.
Coordonnées de contact
Walmer Road, W11 4PQ, london, Royaume-Uni
4,0
Bien
107 avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
Chez Trustpilot, nous privilégions le contenu écrit par des personnes réelles. Cependant, cette entreprise a accès notre outil de réponse assisté par l'IA pour l'aider à rédiger ses réponses.
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Great Gym.
I really enjoy this gym and their equipment is always up to standard and the fitness instructors are always very nice one problem is the showers do need to be fixed and a few of the toilets need to have the toilet seats back on otherwise everything is more or less perfect
15 octobre 2026
Avis spontané
Réponse de Better - Kensington Leisure Centre
Good morning Nikolas,
Thank you for your review!
It’s great to hear you’re enjoying the gym, our equipment, and the friendly atmosphere created by our fitness instructors.
We appreciate you highlighting the issues with the showers and toilet seats, and we’ll make sure your feedback is passed on to the relevant team.
Thanks for your support, and we look forward to seeing you back in the gym soon!
Warm regards,
Ellis
Good equipment that I have been going…
Good equipment that I have been going for some time, luts is a good coach during student times as he gives advice for workout.
20 septembre 2026
Avis spontané
Réponse de Better - Kensington Leisure Centre
Good morning Alberto,
Thank you for your great feedback!
It’s fantastic to hear you’re enjoying our equipment and have been training with us for a while.
We’re especially glad that Luts has been helpful during student sessions, sharing advice and supporting your workouts.
We’ll be sure to pass on your kind words.
Keep up the great work, and we look forward to seeing you continue to smash your fitness goals!
Great facilities and friendly staff
Great facilities and friendly staff. Always clean and tidy. Helpful staff and fitness instructors especially.
14 octobre 2026
Avis spontané
Réponse de Better - Kensington Leisure Centre
Good Morning,
Thank you for your wonderful review!
We're thrilled that you enjoy our facilities and find our team friendly, helpful and supportive.
It's especially great to know that our fitness instructors have made such a positive impression.
We hope to see you again soon!
Warm Regards,
Kaisha
Good facilities
I come to this gym on a regular basis, the equipment is always up to good standard and i’ve never had an issue with its quality. Not only this but the fitness instructors are incredibly friendly and welcoming, providing aid when needed. If you want a helpful and safe environment to exercise, i’d recommend coming to this one.
14 octobre 2026
Avis spontané
Réponse de Better - Kensington Leisure Centre
Good morning Rosie,
We’re delighted to hear that you’re enjoying your regular visits to the gym!
It’s great to know that you’re happy with the quality of our equipment and that our fitness instructors have made you feel welcome and supported. Creating a safe and friendly environment for everyone is really important to us.
Thank you for recommending us, and we look forward to seeing you again soon!
Kind regards,
Ellis
I come here regularly
I come here regularly, I have been to a couple of Luts classes and they’re great!
14 octobre 2026
Avis spontané
Réponse de Better - Kensington Leisure Centre
Hi Savanah
Thank you for your review.
We're so pleased to hear that you visit us regularly and that you've enjoyed our fitness classes at Kensington Leisure Centre!
We look forward to seeing you again soon!
Kind Regards
Amir
We have been using the leisure centre…
We have been using the leisure centre often since my eldest daughter was 3months old. We’ve done regular softplay and lots of swimming, we’ve also held a party here. I like to use a place that is about the community in which we live.
The lifeguards and swimming teachers are excellent. Fernanda is a real star managing the swimming, she’s friendly, helpful and cares about swimming and the children.
7 octobre 2026
Réponse de Better - Kensington Leisure Centre
Good evening,
Thank you so much for your lovely review and for being part of our community for so long!
We’re delighted to hear that your family has enjoyed the soft play, swimming and parties with us.
We’ll be sure to pass on your lovely feedback to the staff. Thank you for your continued support!
Kind regards,
Ellis
Generally I think the centre is good
Generally I think the centre is good. But I think the architects messed up. You have that enormous entrance foyer taking up two floors and a small long spiral staircase to get up to the gym. This is hard to navigate if people are coming up and going down at the same time. It’s not as if there isn’t room for a proper staircase. And what do older users do if they have difficulty climbing a long staircase? The gym itself is very nice though!
9 septembre 2026
Réponse de Better - Kensington Leisure Centre
Hi Daniel,
Thank you for your 4-star rating and taking time to write your review.
We will pass your comments on to the Manager at the centre. There may not be anything they can physically do at this time, but your feedback can be noted for future developments. A lift is mentioned on the website.
Glad you like the gym too!
Kind regards,
Shirley
Réponse de Better - Kensington Leisure Centre
Hi Josephine
Thank you for your review.
We are very pleased to hear that you enjoyed the facilities at Kensington Leisure Centre and found our team helpful.
We hope to see you again soon!
Kind Regards
Amir
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 août 2026
Avis spontané
Réponse de 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
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Réponse de 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 juillet 2026
Avis spontané
Réponse de 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 juin 2026
Réponse de 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 juin 2026
Réponse de 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 juin 2026
Réponse de 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 juin 2026
Réponse de 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 juin 2026
Avis spontané
Réponse de 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
Réponse de 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
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.