Staff at the reception and some ‘new’ youngsters working at the centre are pathetic and lack people skills. They need to be trained to improve on their client facing skills. They do not know anything... Voir plus
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Établissement
Changer d'établissementWoolwich New Road 49, SE18 London, England, GB
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Lisez les avis des autres
The facilities are top-notch and the rooms are very spacious. There is plenty of room to accommodate everyone. The pool looks great. The cafe is inciting. Logistically, the centre is perfectly placed... Voir plus
L'entreprise a répondu
Just as the name better I can say its the best gym sauna and leisure centre to be with. The better App has straight forward navigation membership joining process that allowed me join the gym or any ac... Voir plus
L'entreprise a répondu
I found the gym, swimming pool, Pilates class, aqua aerobics, family leisure time and swimming wonderful. The staff have been very helpful and friendly also very supportive. I really enjoy coming to W... Voir plus
L'entreprise a répondu
À propos de l'entreprise
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
Woolwich New Road 49, SE18, London, England, Royaume-Uni
3,7
Moyen
122 avis
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I recently visited Woolwich Wave for…
I recently visited Woolwich Wave for the first time, having booked a Family Swim session for 29 July 2026 from 4:00 pm to 5:00 pm for one adult and three children.
Unfortunately, I was very disappointed with our experience. The children’s pool area, which includes the slides, is extremely small for the number of people admitted. During our session, the pool was significantly overcrowded, making it difficult to move around safely.
The number of families allowed into such a confined space created what I believe was a serious safety concern, particularly for non-swimmers. With so many people in the water, it seemed unlikely that the lifeguards would have been able to clearly identify or respond quickly to anyone who got into difficulty. My children were unable to enjoy the pool or swim properly because of the overcrowding.
Overall, the experience was neither enjoyable nor relaxing, and I feel that too many families were admitted for the size of the pool. I hope you will review the number of bookings permitted for these sessions to ensure a safer and more enjoyable environment for all visitors.
Sadly, based on this experience, I will not be returning.
29 juillet 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi there,
Thank you for taking the time to share your feedback about Woolwich Waves.
We're sorry to hear that your first visit did not meet your expectations. We understand how disappointing it must have been to arrive for a family swim session and find the children's pool area busier than anticipated, particularly when this affected your children's ability to enjoy the session.
The safety and wellbeing of our customers is our highest priority, and we appreciate your concerns regarding the number of swimmers in the pool and the overall experience during your visit. Your comments regarding capacity levels and customer experience have been noted and will be shared with the centre management team for review.
Thank you for bringing this to our attention. We're sorry that your visit left you feeling disappointed and appreciate you taking the time to provide such detailed feedback.
Warm Regards,
Hazal
All staff very nice and clean area.
29 juillet 2026
Réponse de Better - Woolwich Waves
Hi Tsering,
Thank you for your lovely review!
We're so happy that you appreciate the cleanliness of our facilities and that our team have been very nice during your visits.
We can't wait to welcome you back again soon!
Warm Regards,
Kaisha
Reception staff and new staff are pathetic
Staff at the reception and some ‘new’ youngsters working at the centre are pathetic and lack people skills. They need to be trained to improve on their client facing skills. They do not know anything about most services provided at the centre and they just tell people to check online for simple information like opening times.
30 juin 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi Tasha,
Thank you for your review!
We're deeply saddened to hear about the issues you've experienced with our team at Woolwich Waves, particularly as this negatively impacted your experience with us.
We'll be sharing your feedback with the team for further review and to further understand what occurred.
We really appreciate you raising this with us, and we hope to make your next visit more positive.
Thank you again for your review!
Warm Regards,
Kaisha
Great centre and various activities
21 juillet 2026
Réponse de Better - Woolwich Waves
Hi Tina
Thank you for your review.
It is great to see that you are enjoying all of the facilities at Woolwich Waves, and we hope to see you again soon!
Kind Regards
Amir
Big shout out to Jayden fantastic… big shout out to ladies on the front desk yesterday evening very happy to listen
Big shout out to Jayden fantastic customer support
13 juillet 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi Caroline,
Thank you for your lovely feedback!
We’re so pleased to hear your kind words about Jayden, and it’s great to know that our front desk team made such a positive impression by being attentive and happy to help.
We’ll be sure to share your shout out with them all, it will really mean a lot.
Warm Regards,
Hazal
I am pleased with the service
I am pleased with the service, and my reason for joining Better Gym is paying off
1 juillet 2026
Réponse de Better - Woolwich Waves
Hi AdeKemi,
Thank you for your review!
We’re really pleased to hear that you’re happy with our service and that, since joining, we're meeting your expectations.
It’s great to know your decision is paying off.
We look forward to seeing you again soon!
Warm Regards,
Kaisha
Good facilities and services
Good service, new building, fantastic treadmill and lots of good gym equipment. Classroom has large space to fill number of people at one time. Variety of fitness classes and swimming pool. The facilities and staffs are very good. I really enjoyed my time at the gym.
1 juillet 2026
Réponse de Better - Woolwich Waves
Hi Manoj,
Thank you for your kind feedback. We’re delighted to hear that you’ve had such a positive experience and have been enjoying the new facilities.
It’s great to know you’re making the most of the gym equipment, fitness classes, and swimming pool, and that you found the space comfortable and well suited to your needs. We’re also really pleased that our team made a positive impression.
We truly appreciate you taking the time to share your experience and hope to continue providing you with an enjoyable environment to train in.
Warm Regards,
Hazal
Membership not valid most of the time I want to use it
I just signed up to the swim membership to find out it is not valid if I want to take my kids at the weekend or during the day weekdays because only the splash area is open which is basically a slide in a puddle not a swimming pool. The membership did not make this clear anywhere in the terms and conditions. Other Better pools do not have such limited availability with the same membership so why does my local one?
27 juin 2026
Réponse de Better - Woolwich Waves
Hi Christine,
Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating this must have been.
We have checked and you have a Swim UK membership which covers you at over 250 centres across the UK for swimming, so if the pool programme at Woolwich Waves is not convenient for you, you are able to use other pools.
The majority of our centres do not offer Swim for All sessions during the week, as most children are in school and in the late afternoon/early evening we hold swimming lessons so the pools are in use.
We offer a full timetable at each of our centres on our website and these can be used at any time to check what's on.
Thank you again for bringing this to our attention.
Warm Regards,
Hazal
How clean the environment is how new…
How clean the environment is how new the place looks all theme different activities I can do
1 juillet 2026
Réponse de Better - Woolwich Waves
HI Georcy
Thank you for your review.
We are very pleased to hear that you enjoyed the clean, modern environment and the wide range of activities available at Woolwich Waves, and we hope to see you again soon.
Kind Regards
Amir
Better totally ignore all emails asking for help/making complaints
I emailed Better 6 days ago regarding my complaint (and also filled in their online form) and they've completely ignored my email, despite commenting on my last review saying "please contact us", and despite the fact their website says they reply to emails in 2-3 days.
Better please CONTACT ME!!!
1 juillet 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi Jane,
Thank you for your review.
We have checked and cannot find any emails sent to our Customer Service team under your name.
If you do still require assistance, as we do not have your contact details, please feel free to fill in the complaints form via our help centre so we can assist you further.
Better | Contact Us (https://www.better.org.uk/contactus)
We aim to respond to all emails within 3-5 working days.
Warm Regards
Hazal
It gives my worries away.
24 juin 2026
Réponse de Better - Woolwich Waves
Hi Hammed,
Thank you for your feedback.
We are delighted to hear that visiting the centre helps you to relax and take your worries away.
It is always our aim to provide a welcoming and positive environment for all our customers.
We look forward to seeing you again soon.
Warm Regards,
Hazal
Not great for proper training
The pool is mostly a place for people to stand and chat at the lane ends. Even the dedicated training lanes suffer from it and there's no real attempt to manage pacing so you end up with people doing a slow breaststroke in the fast lane (especially bad when 4 or 5 lanes are taken out for swimming clubs, which is normal).
The gym is mostly people sat on equipment on their phones. Some elements (like the water fountains) are starting to get really dilapidated.
The pool has these weird lockers where you either need to deposit a pound to use it or buy a 20p token - but the token machine is broken (you can buy from reception but normally you realise this after getting changed for a swim when it's too late....)
17 juin 2026
Réponse de Better - Woolwich Waves
Hi Ben,
Thank you for your detailed feedback.
We are sorry to hear that your experience in both the pool and gym did not meet expectations. We understand how frustrating it can be when lanes are not used as intended and when equipment areas are not actively managed, and we will share this with the team to help improve supervision and member experience.
We are also sorry to hear about the condition of some facilities, including the water fountains, and the difficulties with the locker system and token machine. This is not the standard we aim to provide, and your comments will be passed on to the relevant teams for review and improvement.
We really appreciate you taking the time to highlight these issues, as it helps us make necessary changes.
Warm Regards,
Hazal
Réponse de Better - Woolwich Waves
Hi James,
Thank you for your amazing review!
It's so great to know that you had a very good experience during your last visit to Woolwich Waves, you had great fun and found your teacher exceptional.
We also greatly appreciate your 5-star award.
We can't wait to see you again soon!
Warm Regards,
Kaisha
Staff are great made me feel welcomed.
The staff were fantastic and made me feel welcomed from the moment I arrived.
11 juin 2026
Réponse de Better - Woolwich Waves
Hi Sf
Thank you for your review.
We are very pleased to see that you felt welcomed by our team at Woolwich Waves, and we look forward to seeing you again soon!
Kind Regards
Amir
Reception is pathetic
Reception is pathetic. Immature youngsters are there who dnt care about the place they working in.we group of 4 went to ask for info and they said check online. We signed off ourselves on screens at front. When we went 1st day we asked them if any one can show us around and they refused saying we dnt do tours. We were walking around like an idiot. Twice had to leave because we didn't know we need own padlock and then 20p for lockers. We paying £59 each which is about 240 in total and looks like no one cares.. need to change the team and have some mature people who knows what's customer service. Really disappointed. All of us will leave end of this month
15 juin 2026
Réponse de Better - Woolwich Waves
Hi Zia,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience, as this is not the standard of service we aim to provide. We appreciate how frustrating it must have been to feel unsupported when seeking information, particularly as new members.
Your comments regarding the level of assistance from reception, the lack of guidance around the facility, and the information about lockers and access requirements have been noted. We recognise how important it is that all members feel welcomed, informed and confident when using the centre, especially during their first visit.
Your feedback will be shared with the management team so that these areas can be reviewed, including how we support new members and communicate key information more clearly.
We are also sorry to hear that you are considering leaving. We would value the opportunity to look into your concerns further and improve your experience, so please do get in touch with the centre directly if you are open to discussing this.
Thank you again for bringing this to our attention.
Warm regards,
Hazal
Please please do not let this new centre become rundown
I joined the new Woolwich waves a few months ago it certainly is a nice facility however there are definitely areas of concern that are not being attended to.
As a senior member who attends most days I am starting to notice that things are getting broke and not repaired.
Examples of this are one of the taps in the toilets has been broken for some time and , one of the swimming trunk dryers in the unisex changing rooms has been out of action for months I have REPORTED this 3 times and the only response I get is we have made the contractors aware
Why are the managers not complaining more to get these jobs done ?
They have just spent a lot of money on new gym equipment which is great. But as was seen with the waterfront centre in Woolwich before its closure if repairs are not done the centre soon becomes run down and old
Better made over 4 million pounds profit last year, and maintenance should be a priority for its, members
16 juin 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi Philip,
Thank you for taking the time to share your feedback.
We are pleased to hear that you value the facility overall, but we are sorry to learn of the maintenance concerns you have raised. We understand how frustrating it can be when reported issues are not resolved as quickly as expected, particularly for regular users such as yourself.
Your comments regarding the tap and the swimming trunk dryer have been noted, and we appreciate you reporting these. While some repairs do require external contractors, we recognise the importance of ensuring these issues are followed up promptly and communicated clearly. Your feedback will be shared with the management team to review current processes and prioritisation.
We would also like to clarify that Better operates as a Charitable Social Enterprise. This means we do not operate for profit, and any surplus generated is reinvested back into our facilities and services to benefit the communities we serve. Woolwich Waves itself was a significant investment of approximately £115 million, and ongoing maintenance remains a key priority to protect that investment and ensure a positive experience for all members.
We also appreciate your wider comments about maintaining the long-term condition of the centre, and feedback like yours is important in helping us improve.
Thank you again for your continued support and for bringing these matters to our attention.
Warm regards,
Hazal
My experience was good
My experience was good. The response was quick, clear, helpful and polite. It's really appreciated. Thanks to Mohammed.
16 juin 2026
Avis spontané
Réponse de Better - Woolwich Waves
Hi
Thank you for your review.
We are very pleased to see that Mohammed has been able to provide amazing customer service, and we hope your experience continues!
Kind Regards
Amir
I found the gym fantastic and people in the gym are friendly also helpful.
I found the gym, swimming pool, Pilates class, aqua aerobics, family leisure time and swimming wonderful. The staff have been very helpful and friendly also very supportive. I really enjoy coming to Woolwich Waves most days. I enjoy the fitness facilities very much.
12 juin 2026
Réponse de Better - Woolwich Waves
Hi Bernadette,
Thank you for your lovely review.
We’re really pleased to hear you’re enjoying the variety of facilities at Woolwich Waves.
It’s great that you find the facilities enjoyable and the staff are nice and helpful.
We really appreciate you taking the time to share your experience, and hope to see you again soon!
Best wishes
Azaria
The perfect place to hit your goals.
The atmosphere is welcoming because the staff at the front desk were friendly. Also, the facilities are clean and properly maintained, including the lockers they are spotless.
Overall, there are lots of equipment and you don't have to wait for machines or weights.
10 juin 2026
Réponse de Better - Woolwich Waves
Hi Kanyinsola,
Thank you for your lovely review!
We're thrilled that our atmosphere was welcoming due to our team at the front desk being so friendly.
It's amazing to know how clean and well-maintained you find our facilities, and that you're easily able to use the equipment we have in our gym space.
We can't wait to see you again soon!
Warm Regards,
Kaisha
Nice and new leisure centre
Nice and new leisure centre, with many facilities. Nice staff members helped to find out lost property.
21 mai 2026
Réponse de Better - Woolwich Waves
Hi Jal
Thank you for your review.
We are very pleased to see that you are enjoying the facilities at Woolwich Waves, and that the team have been able to assist with finding your lost property!
We hope that you continue to enjoy the facilities!
Kind Regards
Amir
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