The company is not good at dealing with customer enquiries quickly. I booked an activity yesterday morning for the same day, realised I booked the wrong day and cancelled it immediately. Unfortunately... See more
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Location
Switch location480 Princess Road, M20 1HD Manchester, GB
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See what reviewers are saying
The staff and who are involved with the smooth running of the Facility have been very accomadating and Helpfull With Huan as his Carer we have both enjoyed the support and help from all staff... Huan... See more
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The staff at Hough End are mostly helpful and approachable. I enjoy going swimming and attending the Aqua Aerobics class. Unfortunately, I have not been in a while, as I am recovering from a bleph... See more
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It's so rare nowadays to talk to a real person from customer service - not a chatbot. At Better there is always a helpful person at the reception and a phone line to call, even online you can get a p... See more
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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
480 Princess Road, M20 1HD, Manchester, United Kingdom
3.6
Average
75 reviews
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Customer service and booking system could improve
The company is not good at dealing with customer enquiries quickly. I booked an activity yesterday morning for the same day, realised I booked the wrong day and cancelled it immediately. Unfortunately, the error booking was within the penalty time of 3 hours, so I got a notice to say I had to pay a £3.00 fine. Not a fortune and in normal circumstances I would say fair enough for being a no show and taking a place someone else could book. This was a genuine error by a newbie getting used to the booking system, The activity was booked for all of 2 minutes or less and then cancelled. There was a full 3 hours for someone else to book the session should they wish too. I wrote to customer services to explain and have heard nothing back after more than 24 hours. I can't book any other activities until I pay this penalty for a genuine error that was immediately rectified. The staff at the centre I use (Hough End) are great, really lovely and helpful. I also like that there are times for women only activities and facilities and that they endeavour to be as accessible as they can for disabled customers - so not all bad. The Yoga tutors are really excellent too and offer a variety of yoga styles. I would recommend that they address the booking system to allow for errors.
14 October 2026
Reply from Better - Hough End Leisure Centre
Good morning,
Thank you for sharing your feedback.
We’re sorry to hear about the frustration caused by the booking system and the delay in our customer service response.
We understand how disappointing this must have been, especially when the booking was cancelled almost immediately. We appreciate that mistakes can happen when using a booking system for the first time, and we understand why this experience has been disappointing.
On a positive note, it’s fantastic to hear that you enjoy the facilities at Hough End, our friendly staff, and the excellent yoga classes! We’re also glad that our women-only sessions and commitment to accessibility make a difference.
Thank you for recognising what we do well while helping us identify where we can improve. We really appreciate your support!
Kind regards,
Ellis
Hough End Leisure Center
Hough End Leisure Centre
My sister and I joined Hough End Leisure Centre around three months ago, but we have now cancelled our memberships and will be going elsewhere.
Unfortunately, our experience has been extremely disappointing. The gym itself is frequently filthy, and we have found the equipment dirty and greasy. For a membership costing around £50 a month, I really don’t think this is acceptable.
There also simply aren’t enough machines for the number of people using the gym. We regularly found ourselves standing around waiting for equipment to become available. Several of the running machines were out of order when we first joined, and on subsequent visits the same machines were still out of order. When equipment is already limited, having machines unavailable for extended periods makes the situation even worse.
Customer service has been equally disappointing. We tried to arrange a gym induction so that we could be shown how to use the equipment properly and safely, but could never get a satisfactory response. On one occasion, the person on reception simply told us that we would “find somebody inside.” Once inside the gym, however, there was no obvious member of staff to approach. Were we supposed to wander around asking other gym users until we happened to find an employee?
For the amount we were paying each month, we expected a clean, well-maintained gym with sufficient working equipment and staff available to provide basic assistance and safety guidance.
After giving it three months, we’ve had enough. We have gladly cancelled our memberships and will be taking our money elsewhere. Very disappointing and certainly not worth £50 a month in our experience.
4 October 2026
Unprompted review
Reply from Better - Hough End Leisure Centre
Hi Erika,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience at Hough End Leisure Centre did not meet your expectations. We understand how frustrating it can be when equipment is unavailable, the gym is busier than anticipated, or standards of cleanliness fall short of what you would reasonably expect.
We're also disappointed to hear about the difficulties you experienced when trying to arrange a gym induction. We want all members, particularly those new to the gym, to feel supported and confident using our facilities, so it's concerning to learn that you felt unable to access the guidance you were seeking.
Your comments regarding cleanliness, equipment availability, maintenance, and customer service will be shared with the centre management team for review.
We're sorry that, after giving the centre several months, you felt cancelling your memberships was the best option, and we appreciate you taking the time to explain your concerns.
Warm Regards,
Hazal
Great facilities
Great facilities, friendly and helpful staff. Went to a really good class, instructor friendly and gave good explanations
23 September 2026
Reply from Better - Hough End Leisure Centre
Hi Chloe,
Thank you for your great review!
We're delighted to hear that you enjoyed our facilities and found our staff to be friendly and helpful.
It's also fantastic to know that you had a great time in your recent class, and that our instructor was welcoming, provided clear explanations, and helped make the session enjoyable.
We hope to welcome you back for some more fun soon!
Warm Regards,
Kaisha
Great App/ Great Leisure Centre (Hough End)
Great App. Easy to use, lovely Leisure Centre, visited different centre's too. Staff are great at Hough End in Manchester. Very Helpful
24 August 2026
Reply from Better - Hough End Leisure Centre
Hi Alison,
Thank you for your fantastic review.
We're delighted to hear that you find the app easy to use and that you've enjoyed visiting different centres. It's especially wonderful to know that the team at Hough End Leisure Centre have made such a positive impression through their helpfulness and great customer service.
We really appreciate you taking the time to share your experience and your kind feedback with us.
Warm Regards,
Hazal
Just controlling my own sessions and…
Just controlling my own sessions and doing as much as I feel necessary.
Great staff.
18 August 2026
Reply from Better - Hough End Leisure Centre
Hi John,
Thank you for your wonderful 5-star review!
We're delighted to hear that you're enjoying the flexibility of managing your own workouts and exercising at a pace that suits you. It's great to know that Hough End Leisure Centre provides an environment where you can make the most of your sessions in a way that works best for you.
We're also pleased to hear your positive comments about our staff. Providing a friendly and supportive experience for all our customers is very important to us, and your feedback is greatly appreciated.
Thank you for taking the time to share your experience. We look forward to welcoming you back again soon.
Warm Regards,
Hazal
I joined 3 weeks ago with a plan to…
I joined 3 weeks ago with a plan to attend 2 Pilates classes minimum a week at Hough End. This would be the minimum to make the membership ‘pay’ for itself.
Up to now the club have cancelled the classes twice by email on the day.
Waste of my time and money.
17 August 2026
Reply from Better - Hough End Leisure Centre
Hi Rebecca,
Thank you for your feedback, and we're sorry to hear that two of the Pilates classes you planned to attend were cancelled at short notice.
We understand how disappointing and frustrating this must be, particularly when you joined with the intention of attending regular classes and making the most of your membership. We appreciate the inconvenience caused and recognise the impact that cancellations can have on both your routine and the value you expect from your membership.
Your comments have been noted and will be shared with the relevant team as part of our ongoing efforts to improve the member experience.
Warm Regards,
Hazal
everything was made very clear and…
everything was made very clear and straightforward.
Any problems listened to and cleared.
3 August 2026
Reply from Better - Hough End Leisure Centre
Hi Hywel,
Thank you for your fantastic review!
We are so delighted to hear that you found everything clear and straightforward, and that our team was able to listen and resolve any issues you had.
We pride ourselves on providing excellent customer service and are pleased this has been reflected in your experience.
Warm Regards
Azaria
Very knowledgeable staff and polite
13 July 2026
Reply from Better - Hough End Leisure Centre
Hi Audrey
Thank you for your review.
We are delighted to hear that you found our staff knowledgeable and polite, and we will be sure to share your kind comments with the team at Hough End Leisure Centre.
Kind Regards
Amir
I tried to book online & got stuck on…
I tried to book online & got stuck on repeating booking page. I tried through the App and the booking page went blank. No help on the phone - suggested I go down and book in person.
28 July 2026
Unprompted review
Reply from Better - Hough End Leisure Centre
Hi Joanna,
Thank you for your review!
We're experiencing intermittent issues with our system, which may have impacted you when trying to make a booking.
If you've tried booking on the Better UK App and Better website with no success, we'd recommend visiting your local centre if you can.
Please ensure you've tried booking when logged in and logged out of your Better account with us.
We'd like to remain posted about the issue, so email us at Customerservices@GLL.org if this persists. You can put 'FAO Kaisha' in the subject heading.
Thank you again for your feedback!
Warm Regards,
Kaisha
After a long break from swimming I…
After a long break from swimming I joined and have realised how much I enjoy it
This is mainly due to great faculties, friendly staff
The pool area is very well maintained
Changing are is good
After my visits it has enthused me
30 June 2026
Reply from Better - Hough End Leisure Centre
Hi Caroline,
Thank you for your kind feedback. We’re really pleased to hear that returning to swimming has been such a positive experience for you.
It’s great to know that our facilities, friendly team, and well-maintained pool area have helped you rediscover your enjoyment and feel motivated after your visits.
We truly appreciate you taking the time to share your experience and look forward to welcoming you again soon.
Warm Regards,
Hazal
Very helpful staff.
I'm recovering from a serious back issue and they have been very supportive. Aaron has helped me to come up with a routine to help strengthen my legs and back. Very friendly staff.
2 June 2026
Reply from Better - Hough End Leisure Centre
Hi Debra,
Thank you for your lovely review!
We're thrilled to hear that Aaron has supported you with a routine to strengthen your legs and back, especially due to your previous injury.
We also appreciate your kind words regarding the rest of our team.
We can't wait to see you continue to progress!
Warm Regards,
Kaisha
Very disappointed with the safeguarding
Very disappointed with the safeguarding standards at Hough End Leisure Centre swimming lessons.
In August 2022, my son was transferred from Arcadia to Hough End but was never added to the register for around 2 months despite attending weekly lessons. If there had been an emergency, staff would not have known who he was or who to contact.
More recently, my 5-year-old daughter was able to leave her swimming lesson unnoticed, walk through the changing rooms alone and look for me while staff were completely unaware she had left the pool area.
I’ve also previously raised concerns about children not being handed back to parents properly after lessons.
After multiple safeguarding concerns, I’ve now cancelled both of my children’s swimming lesson memberships. Parents should be able to trust that young children are being supervised properly.
29 April 2026
Unprompted review
Reply from Better - Hough End Leisure Centre
Hi Fatima,
Thank you for your review!
We understand that you left a similar review via Google, and we responded to this.
Please contact us further so we can investigate your complaint thoroughly.
We look forward to your response!
Warm Regards,
Kaisha
If you want your child to pass with a…
If you want your child to pass with a certificate at the end to show his/her achievement then go to WITHINGTON BATHS. Hough end swimming baths are full of gormless staff. I wasted endless years chasing and chasing staff ....only to be met with "they'll get assessed next week". Please save your money and go sign up your kids to Withington Baths who are amazing! The Manager is probably the most gormless person in all of Manchester.
24 April 2026
Unprompted review
Reply from Better - Hough End Leisure Centre
Good Morning,
Thank you for your review!
We're sorry to hear about the issues you faced when trying to get your little one assessed during their swimming lesson.
We should be doing this on a regular basis, and we're deeply sorry if we've ever fallen short.
We're also saddened that this has now caused you to leave us, and we sincerely apologise for any problems you encountered with our team.
Thank you again for your feedback!
Warm Regards,
Kaisha
Reply from Better - Hough End Leisure Centre
Hi Ariza
Thank you for your review.
We are very pleased to hear that you are enjoying the gym at Hough End Leisure Centre, and we hope you reach your health and fitness goals with us!
Kind Regards
Amir
Good facilites, but always room for improvement
The staff at Hough End are mostly helpful and approachable. I enjoy going swimming and attending the Aqua Aerobics class. Unfortunately, I have not been in a while, as I am recovering from a blepharitis flare-up.
However, I did notice a slight improvement with the showers. A new door has been fitted, and the broken shower nozzles have been replaced. Though the main issue is the ladies' toilets, not all the facilities are accessible to disabled people. For example, the sauna and steam room are not accessible to wheelchair users. It's too small to fit them in.
This is just something to keep in mind.
22 April 2026
Reply from Better - Hough End Leisure Centre
Hi Sarah,
Thank you for your thoughtful feedback.
We’re really pleased to hear you’ve enjoyed the swimming and Aqua Aerobics classes, and that our team has been supportive,
It’s great that you’ve noticed the improvements with the showers, we’re always aiming to keep our facilities in good shape.
We truly appreciate you pointing out the accessibility issues. This is valuable feedback, and we’ll be sure to pass it on to the management team for consideration.
Wishing you a smooth recovery, and we look forward to welcoming you back soon.
Warm regards,
Azaria
Nice reception welcome
Nice reception welcome.
Attentive staff which is always there to answer and sort out any issue.
Clean and save.
Modern facility, well equipped with the new generation of machines.
Good value for money.
Good community feel.
27 March 2026
Reply from Better - Hough End Leisure Centre
Hi Maria,
Thank you for your great feedback!
We’re really pleased you enjoyed the warm welcome, helpful team, and our clean facilities.
It’s fantastic to hear you value the atmosphere and community feel as well.
We appreciate your support and look forward to seeing you again soon!
Warm regards
Azaria
Reply from Better - Hough End Leisure Centre
Hi John
Thanks for your review.
We are so pleased to hear that you are enjoying the classes at Hough End Leisure Centre.
We will ensure this is passed on to the centre team.
Warm Regards
Rachel
Great facility!
Great facility!
The swimming pool and fitness room have a wonderful atmosphere..
25 February 2026
Reply from Better - Hough End Leisure Centre
Hi Chi Wah
Thank you for your review.
We are very pleased to see that you are enjoying the facilities and swimming pool at Hough End Leisure Centre, and it is great to know that the staff and members are assisting in creating a wonderful atmosphere!
We hope your experience continues.
Kind Regards
The staff were amazing
The staff were amazing! Very helpful with helping me choose the right membership. A big thank you to Chris and his colleague who was also on the desk that day.
6 February 2026
Reply from Better - Hough End Leisure Centre
Hello Si,
Thank you for your 5-Star review and your comments and feedback.
We are pleased to learn that you found the staff to be very helpful, particularly Chris and his colleague at The Hough End Leisure Centre.
Kind regards
Great facilities but need more classes to meet demand
Great facilities & friendly staff, but fitness classes are oversubscribed meaning I spend a lot of time monitoring emails to try and secure spaces following cancellations. It would be great if more classes were available 🙂
11 February 2026
Reply from Better - Hough End Leisure Centre
Hello Alex,
Thank you for your valuable comments and feedback.
We regret to hear that you are experiencing difficulties with booking the fitness class.
Please be informed that your concerns have been forwarded to the centre manager for review, as this will assist us in making improvements.
Kind regards
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