Albany Instructor for Zumba on Monday11/5/25 Southbury Instructor for Senior Dance for your heart on Tuesday 12/5/25 are excellent at what they do. They impart their knowledge & skills with great ent... See more
Company replied
Location
Switch locationWhitehill Road, CB5 8NT Cambridge, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I felt comfortable and ‘at home’. The premises were spacious and well-ordered. I was unfamiliar with much of the equipment but I’ll learn in time! My induction, through Steve, was a pleasant experi... See more
Company replied
Most of the facilities are super limited cold studios oh I have regretted They keep cancelling the stuff I am booking .They are not that cheap when you compare the other places so waiting to move... See more
Company replied
Better has designed manageable exercises to suit my needs. This company encourages socialising with other members within the same group whilst having a tea and or coffee after the lesson. Which I th... See more
Company replied
Company details
Written by the company
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.
Contact info
Whitehill Road, CB5 8NT, Cambridge, United Kingdom
4.2
Great
137 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The service is very good
The service is very good, clean, and everything we ask is answered beautifully. It would always be like this. Thank
22 January 2025
Reply from Better - Abbey Leisure Complex
Hi Albert,
Thanks for your review.
We are pleased to hear you are happy with the service and cleanliness at Abbey Leisure Complex!
Warm Regards
Hazal
Very good place
Good place, good teachers, I can recommend it! From my point of view the only thing I didn't like it was that some parents came with shoes from the changing room,it supposed is without shoes. But in general it was very good !
20 January 2025
Reply from Better - Abbey Leisure Complex
Hi Laura,
Thanks for your review.
We are encouraged to hear that Abbey Leisure Complex would get your recommendation and have passed on your feedback about the shoes to see if shoe covers can be made available!
Warm Regards
Hazal
Excellent facilities
I have been doing pay as you go swimming for some time. I have recently joined as a member. It was easy to join and people at the call centre have been helpful.
The Abbey staff are friendly and welcoming. The facilities are adequate and generally clean.
I would suggest maybe a couple of more classes in the day time ( circuits and HIIT) but I appreciate this may not be able to be done. Thank you
15 January 2025
Reply from Better - Abbey Leisure Complex
Hi Christopher,
Thanks for your review.
We are so pleased to hear that you are enjoying the centre and that all the staff have been so helpful.
We have passed on your suggestions about the classes to the centre!
Warm Regards
Hazal
I recently encountered some issues…
I recently encountered some issues while swimming at the pool. I was hit twice by another swimmer using puddles. I filed a complaint based on health and safety over a week ago but have yet to receive a response. To make matters worse, certain members of the management team responded in an aggressive and threatening manner instead of being helpful. I have written a formal letter to Mr Jason Parker who is the manager of the Centre but there is an automated message saying he is out of office. Yesterday I tried to reach him by phone but they said he had just left. In the meantime I received a letter by the deputy manager who is part of the incident saying that I have been prohibited from entering the Centre without giving any substantial reason and despite the fact that I continue to pay my monthly subscription and remain able to book visits online. This is totally unacceptable and I am particularly disappointed by the lack of responsiveness.
I would appreciate your urgent attention in addressing both the communication issues and the restrictions placed on my access to the Centre. I trust that you will take the necessary steps to resolve these matters promptly.
I look forward to your response.
20 December 2024
Unprompted review
Reply from Better - Abbey Leisure Complex
Good Morning Ella,
Thank you for your review.
I am very sorry to hear of the above issues you have experienced at the Abbey Leisure Complex. We are also sorry to hear that you have now been banned from the centre. If this matter has been handled by the management team at the centre we are unable to override their decision. Have you asked for this matter to be escalated higher to the Partnership Manager?
Kind regards,
Charmaine
Hi Ella,
I have now picked up your details and I will pass this to the PM so they can contact you directly.
Hope this helps.
Charmaine
Smiling stuff
18 December 2024
Reply from Better - Abbey Leisure Complex
Hi Hediye,
Thanks for your review.
We are so pleased to hear that the staff at Abbey Leisure Complex have been so friendly!
Warm Regards
Hazal
Reply from Better - Abbey Leisure Complex
Hi Oday
Thank you for your review.
We are very pleased to see you like the gym at the Abbey Leisure Centre and thank you for choosing Better!
We hope you continue to enjoy your experience with us.
Kind Regards
Amir
Reply from Better - Abbey Leisure Complex
Hi Jamie,
Thanks for your review.
We are pleased to hear you are enjoying the gym and you are correct that due to health and safety reasons; under 16 year olds are unable to use the free weights.
Warm Regards
Hazal
It's not the greatest gym
It's not the greatest gym, but I still wanted to give it a shot. I must admit that the swimming pool was the only thing that made me decide to enrol, but there were too many people there for me at the time that I could possible go, so couldn't even enjoyed that much, but for that I do not blame you or anybody. So I've decide to cancel my membership, also because of my job and university, I am unable to find the ideal time to work out. However, as soon as I click to cancel, it tells me that I have to do so within 20 days, which is absurd. I can only see this as a way to take money from people because, for example, if you are in a really bad situation due to inconvenient circumstances and want to cancel the membership in order to receive an extra, you will still lose. The fact that it takes 20 days to cancel someone's membership is simply ridiculous.
And the just to make this even more stupid, when I was trying to select the gym I am leaving the review, I can't even find it, even looking by the name. But it does not matter for me, they must do all the same thing with the cancelations. so I am going to select any!! But the gym in particular is Kempston pool & Fitness in Bedford
21 November 2024
Unprompted review
Reply from Better - Abbey Leisure Complex
Subject: Membership Cancellation Inquiry
Good Morning Stassy,
Thank you for taking the time to provide your feedback.
I truly regret to learn that you have made the decision to cancel your membership at the Abbey Leisure Complex. Your experience is important to us, and I would like to address a few key points regarding our membership policies to ensure you have all the information you need.
Our memberships are designed to offer flexibility, which means there is no minimum or maximum contract binding you to stay. You are welcome to cancel your membership at any time, as long as you provide us with a notice period of 20 days prior to the cancellation date. This policy aims to provide our members with the freedom to make choices that best suit their needs.
For your reference, this cancellation policy is outlined in our terms and conditions, which all members are required to acknowledge by ticking a box to confirm they have read and understood the details upon joining our facility. If you have any further questions or concerns about this process, or if there are specific reasons that led to your decision that you’d like to share, please feel free to reach out. We’re here to assist and support you.
Thank you again for your feedback, and we hope to have the opportunity to welcome you back in the future.
Best regards,
Charmaine
Inadequate support of 10 year old non swimmer
My 10 year old daughter was not adequately supported during her lesson - despite being enrolled in the foundation class - and pushed to swim out of her depth without adequate teacher or flotation support. The large class was packed into too small a space meaning that she was being bumped by other kids while she was swimming. Despite the teacher realising that she was struggling with the depth, she was later instructed to jump into the pool without any teacher support in the water or any flotation device, meaning that she once again struggled with being out of her depth. Once the lesson has finished she burst into tears as soon as she got to me. In contrast I enrolled her in the same level class with a different provider, and despite also swimming out of her depth there, she was adequately supported so that she never felt unsafe and ended the lesson smiling.
11 November 2024
Reply from Better - Abbey Leisure Complex
Hi Kari,
Thanks for your review.
We are disappointed to hear that your daughter did not feel supported in her lesson and we have forwarded your feedback to the centre so they can review and look at improving for the future.
Warm Regards
Hazal
Staff are not proffesional
Staff are not proffesional . Management needs fixing . Abbey and parkside . Racist discrimination. But I'm willing to give them a chance to amend
12 November 2024
Reply from Better - Abbey Leisure Complex
Good Morning,
Thank you for taking the time to provide us with your review. We genuinely appreciate your feedback, as it helps us understand the experiences of our valued customers.
It is truly disheartening to learn of your concerns regarding your recent visit to our centre. We take immense pride in our commitment to Customer Service Excellence, and it deeply saddens us to know that we did not meet those standards during your experience.
We do not tolerate any form of discrimination or racism in our leisure facilities, and it is of utmost importance to us that every individual feels welcomed and respected. If you have encountered any behaviour or treatment that felt discriminatory or inappropriate by our staff or within our facilities, we encourage you to share specific details with us. This information is crucial for us to investigate the matter thoroughly and take the necessary steps to address and resolve any issues.
Your experience is important to us, and we are dedicated to ensuring that our facilities are a safe and inclusive environment for everyone. Please feel free to reach out with further details or any additional concerns you may have.
Thank you once again for your feedback. We hope to have the opportunity to restore your faith in our services.
Warm regards,
[Charmaine
Reply from Better - Abbey Leisure Complex
Good Evening Fatiha,
I hope this message finds you well.
Thank you for taking the time to share your review with us. We are truly delighted to hear that you are enjoying the fitness classes; it’s wonderful to know that they are meeting your expectations and helping you reach your health and wellness goals. Additionally, we're pleased to hear that you are finding the swimming pool to your liking. It’s a great way to unwind and stay active.
If there’s anything specific you love about the classes or the pool, or if you have suggestions for improvement, please don’t hesitate to let us know. We always appreciate feedback from our valued members.
Warm regards,
Charmaine
The swimming pool in Cambridge near…
The swimming pool in Cambridge near Parker’s Piece is very dirty. Smells of mold, sweat and urine. The building needs some serious renovation.
2 October 2024
Reply from Better - Abbey Leisure Complex
Hi Aleks
Thank you for your review.
We are very sorry to hear about your experience at our Abbey Leisure Complex and have passed your feedback on to the General Manager.
We hope this will lead to a resolution of the issue and you can enjoy your time with us at Better.
Kind Regards
Amir
The classes were great as the music was…
The classes were great as the music was enjoyable and the Trainers were friendly.
14 October 2024
Reply from Better - Abbey Leisure Complex
Hi Amanda,
Thanks for your review.
We are so glad to hear that you are enjoying the classes at Abbey Leisure Complex.
Warm Regards
Hazal
Reply from Better - Abbey Leisure Complex
Hi Hicham
Thank you for your review,
It is great to see you are enjoying your time at our Abbey Leisure Centre!
We hope this continues and thank you for choosing Better.
Kind Regards
Amir
very good and I am happy in Batter uk…
very good and I am happy in Batter uk always recommend
29 August 2024
Unprompted review
Reply from Better - Abbey Leisure Complex
Hi Musab
Thank you for your review and your recommendation.
We hope you continue to enjoy your time with Better!
Kind Regards
Amir
Good experience overall
The Receptionist, Nathalie and the one who set up my direct debit were absolutely great.
The swimming instructor, too, Vikki, is very good.
12 September 2024
Reply from Better - Abbey Leisure Complex
Hi Pia
Thank you for your review.
It's wonderful to know that you're enjoying your swimming lessons and that both Natalie and Vikki have been able to help and provide a great service.
We hope you continue to progress and attain the confidence and swimming skills you desire.
Your review will be passed on to Abbey Leisure Complex
Kind Regards
Amir
Excellent staff
Staff manager was very helpful me to select a proper membership catogary. Thank you.
9 September 2024
Reply from Better - Abbey Leisure Complex
Hi Kalani,
Thank you for your review.
We are so happy to hear that the manager at Abbey Leisure Complex was able to assist you in setting up your membership.
Warm Regards
Hazal
The swim lesson was good but the facilities were unclean
The swim lesson was good but the pool facilities were poor. There were toilets that weren’t working, no toilet paper in either the male or female toilets and the changing areas were very unclean, with hair or clumps of hair throughout
7 September 2024
Reply from Better - Abbey Leisure Complex
Hi Lucy,
Thanks for your review.
It is disappointing to read that the facilities were not to the standard we expect and have passed on your feedback to the centre so they can improve for the future.
Warm Regard
Hazal
Super✌✌✌🇬🇧🇬🇧🇬🇧🇬🇪🇬🇪🇬🇪
9 September 2024
Unprompted review
Reply from Better - Abbey Leisure Complex
Hi Mamuka,
Thanks for your review.
We are so delighted you fine Abbey Leisure Complex Super!!!
Warm Regards
Hazal
No one to talk to directly
No one to talk to directly, teacher was not helpful in making the child feeling comfortable. We would like to change course but no one is answering my emails.
3 September 2024
Reply from Better - Abbey Leisure Complex
Hi Helga,
Thank you for your review.
We are sorry to hear you are unhappy with your lessons.
We have checked our inbox and we have not received any emails from you.
Please fill in the form via the link below and we can assist you further.
https://www.better.org.uk/lesson-course-enquiry/swimming
Warm Regards
Hazal
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.