Second time visiting the leisure pool with kids. First time in June when the kids had a fantastic time and the water was ideal temperature.However extremely disappointed this weekend .The water was c... See more
Company replied
Location
Switch locationWoolwich New Road 49, SE18 London, England, 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
Nice app. Reasonable price for membership. So far satisfied with the facilities. My centre has a swimming pool and it’s clean and tidy. Haven’t been engaged with staffs but they seems nice.
Company replied
Super easy to book and arrange online. The staff were amazing and so well prepared for the softplay birthday party. I did not have to do anything- kids enjoyed the food and party. Great range of menu... See more
Company replied
I use my membership mostly for swimming. It's kept quite clean, the staff are friendly and at the times I use it doesn't get too crowded. But I think it's designed poorly, there's not enough s... 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
Woolwich New Road 49, SE18, London, England, United Kingdom
3.7
Average
147 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.
Good leisure centre
Nice app. Reasonable price for membership. So far satisfied with the facilities. My centre has a swimming pool and it’s clean and tidy. Haven’t been engaged with staffs but they seems nice.
10 October 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Yin,
Thank you for taking the time to share your review!
We're delighted that your membership is off to such a positive start.
Our team works hard to create an enjoyable environment for everyone, and it's wonderful to know you've been able to make the most of what Woolwich Waves has to offer.
We look forward to seeing you again soon.
Warm Regards,
Azaria
The staff were amazing and kids had a great bday party!
Super easy to book and arrange online. The staff were amazing and so well prepared for the softplay birthday party. I did not have to do anything- kids enjoyed the food and party. Great range of menu options- we opted for sandwiches, squash and crisps, and I could add on some fruit and croissant platters for the adults as well. (They also had nugget and chips or pizza menu). The staff did all the clean up after and the kids got to continue playing. A few parents coordinated after for the aqua flumes so the fun continued! The venue arranged for us to have a Bluetooth speaker as well for music. It was a great time and everyone was happy/ kids were tuckered out and well fed! Parent approved!
4 October 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Ada,
Thank you for such a thoughtful review!
It means a lot to know that your celebration was a success and that everyone left with happy memories.
Our team loves being part of special family occasions, and we're delighted we could help make the day enjoyable for both the children and the adults.
We truly appreciate your recommendation and hope to welcome you back for another celebration in the future.
Warm Regards,
Azaria
I booked my son's birthday party at WW…
I booked my son's birthday party at WW in the soft play. The party host, Tiana, was really good with the kids and made sure it ran smoothly. The food was hot and on time and all the children had a great time.
3 October 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi David,
We’re delighted to hear that your son had a fantastic birthday celebration with us!
It’s wonderful to hear that Tiana did such a great job keeping the party running smoothly and making sure the children had a great time. We’ll be sure to pass your kind words on to her.
Thank you for choosing us to celebrate such a special occasion, and we hope to welcome you and your family back again soon!
Warm regards,
Ellis
Second time visiting the leisure pool…
Second time visiting the leisure pool with kids.
First time in June when the kids had a fantastic time and the water was ideal temperature.However extremely disappointed this weekend .The water was cold both in the leisure pool and the big pool.The fountains were switched off and the staff member didn’t know why.The staff member just said we can do anything about the water temperature.Both kids came out with a flu and cold.Was planning to bring kids for their birthday party but will now be looking elsewhere.
3 October 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Fizz,
Thank you for taking the time to share your feedback.
We're sorry to hear that your recent visit was disappointing, particularly as you and your children had enjoyed your previous visit so much.
We understand how important pool temperature is to the overall experience, especially for families with young children, and we're sorry that you found both pools colder than expected. We're also sorry to hear that some of the water features were unavailable during your visit and that our team were unable to provide more information at the time.
Your comments regarding the pool temperature and leisure pool features will be shared with the centre management team for review.
We're disappointed to hear that this experience has led you to reconsider holding your children's birthday party with us, but we do appreciate you taking the time to let us know about your concerns.
Warm Regards,
Hazal
A few gym equipment broken
A few gym equipment broken.
Need more hip thrust machine and the only one available is now broken. There is no smith machine or modern equipment and for the price you’re better off going to Pure Gym or JD gym. The staff are not the friendliest bunch either
25 September 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Kira,
Thank you for sharing your feedback.
We’re sorry to hear that the condition and availability of some of the gym equipment, particularly the hip thrust machine, has affected your experience.
We also appreciate your comments regarding the variety of equipment and your interactions with our team. We want our facilities to feel welcoming and well maintained, so feedback like yours is important to us.
We hope your future visits offer a more positive experience and that you’re able to get more from your workouts with us.
Kind regards,
Suheera
Reply from Better - Woolwich Waves
Hi Ching,
Thank you for your kind feedback.
We're pleased to hear that our follow-up was appreciated and that we could assist you.
We value your support and look forward to welcoming you back to Woolwich Waves soon.
Warm Regards,
Azaria
Very helpful staff
Very helpful staff at the front desk. They also had a lot of patience with my son during his lessons.
14 September 2026
Reply from Better - Woolwich Waves
Hi Daina,
Thank you for your kind review!
We're thrilled to hear that our front desk team was able to help and support you during your visits.
It's especially wonderful to know that your son's instructor had a lot of patience and care during his lessons.
We can't wait to welcome you both back again soon!
Warm Regards,
Kaisha
I use my membership mostly for…
I use my membership mostly for swimming. It's kept quite clean, the staff are friendly and at the times I use it doesn't get too crowded.
But I think it's designed poorly, there's not enough showers and they don't supply shower gel. This with a 20p x use locker token system means it's also inconvenient to bring your own. The cubicles have no drainage so you can't wring out your costume, and the costume drier is by the entrance - which means carrying a soaking wet costume with all of your belongings across the changing room. There are also no drinking fountains on the pool level ground floor to refill a water bottle.
I think the membership is on the expensive side, and not including use of the sauna feels penny pinching, as does only a £1 discount on racket sports.
3* as its just about worth keeping the membership, but if there was any local alternative I might be tempted.
23 September 2026
Reply from Better - Woolwich Waves
Good Evening,
Thank you for your review!
We're pleased to hear that you find the pool clean, our staff friendly, and that you're generally able to enjoy your swimming sessions without the facility feeling overcrowded.
We're sorry to hear that aspects of the changing facilities and overall membership experience have not met your expectations.
We understand your frustrations regarding the number of showers, locker arrangements, changing room layout, costume dryer location, and the lack of a drinking water refill point on pool level.
We also appreciate your comments about membership value, including sauna access and racket sport discounts.
We'll be sure to share your feedback with the wider team for further review.
Thank you again for your review!
Warm Regards,
Kaisha
I’ve had a really positive experience…
I’ve had a really positive experience at this gym. The equipment is good, the facilities are clean, and the atmosphere is friendly and welcoming. The staff are helpful and approachable, and it’s a comfortable place to work out whether you’re a beginner or more experienced.
8 September 2026
Reply from Better - Woolwich Waves
Hi Abdi,
Thank you for your lovely review!
We're delighted to hear that you've had such a positive experience when using our gym space.
It's great to know that you enjoy the quality of our equipment, find our facilities clean, as well as the friendly and welcoming atmosphere we've built with our members.
We're especially pleased with how helpful and approachable our team has been.
We can't wait to welcome you back again soon!
Warm Regards,
Kaisha
⭐ Jessie at the Front Desk Is Absolute Gold!
I’d like to give a huge shout-out to Jessie, who works at the front customer service desk at Woolwich Waves. She is such a lovely person and genuinely goes the extra mile for you every time. Jessie is always willing to help with absolutely anything, and nothing ever seems like too much trouble for her. Her customer service is brilliant, and she always makes you feel welcomed, valued and looked after. People like Jessie make such a difference. She is a real credit to Woolwich Waves and an absolute star. This girl is gold! ⭐
11 September 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Yolanda,
Thank you for your wonderful review!
We're delighted to hear that Jessie consistently goes above and beyond to support you during your visits.
We're so happy that she's always willing to help, makes you feel welcome, valued and looked after, as well as her customer service is brilliant.
We'll be sure to pass on your kind words to her!
Warm Regards,
Kaisha
Woolwich Waves itself is a really nice…
Woolwich Waves itself is a really nice centre. The pool facilities are clean and well maintained, and I found the lifeguards and changing-room staff to be friendly and helpful.
Unfortunately, my experience with the front-of-house staff was very different. The reception staff and security guard were extremely rude and, in my experience, appeared to repeatedly target and challenge multiple customers, particularly people of colour. On several occasions, people were being told that they did not have memberships despite them actively having valid memberships.
It was uncomfortable to witness and created a very unwelcoming atmosphere before even getting into the pool. It’s disappointing because the actual facilities are good and the staff working around the pool were friendly.
I hope management takes these concerns seriously and looks into how customers are being treated at reception and by security.
4 September 2026
Reply from Better - Woolwich Waves
Good evening Mo,
Thank you for your review today.
We are extremely sorry to read about your experience, as we believe everyone should be treated equally and with patience.
The management team at Woolwich Waves will see your review and, hopefully, speak with all the reception/security staff to ensure that customers are treated respectfully.
On the positive side, we are pleased to hear that you enjoyed your time at the pool, and we hope this unfortunate experience will not discourage you from returning for your next swim.
Warm regards,
Shirley
Very clean nice staff
6 September 2026
Reply from Better - Woolwich Waves
Hi SR
Thank you for your review.
It is great to know that the staff at Woolwich Waves are creating a nice environment and taking care of the facilities!
Kind Regards
Amir
Reply from Better - Woolwich Waves
Hi Eliana,
Thank you for your review!
We appreciate your feedback regarding the length of your swimming lessons, and we'll be sure to share this with the relevant team.
We hope you're still enjoying your swimming lessons with us.
Thank you again for sharing this!
Warm Regards,
Kaisha
I enjoy swimming but changing rooms can…
I enjoy swimming but changing rooms can be cleaner but I understand that this is not always the centre fault as people are disgusting
2 September 2026
Reply from Better - Woolwich Waves
Hi Freddy,
Thank you for your review!
We’re glad to hear you’re enjoying your swimming sessions here at Woolwich Waves
We appreciate your understanding regarding the changing rooms, and we’ll continue to do our best to keep them clean and welcoming for everyone.
We hope to see you again soon!
Warm regards
Azaria
The facilities and environment is clean…
The facilities and environment is clean and beautiful and spacious. staff are professionally and always available to assist. Also they are trustworthy because after coming home from my swimming session I realised I had lost my wallet. I went back and someone had handed it back to the staff who then gave it to me. I was really pleased. Overall i will rate my experience 10 out of 10 and recommend others. Thank you to the team at wave.
25 August 2026
Reply from Better - Woolwich Waves
Hi Linda,
Thank you for such a lovely review!
It’s great to hear that you had such a positive experience with us.
We’re especially glad your wallet made its way safely back to you, it’s always reassuring to know our members can trust the team.
A 10/10 really means a lot, and we’ll be sure to share your kind words with everyone at Woolwich Waves.
We look forward to welcoming you back soon!
Warm regards,
Azaria
Head injury in this pool
After the review on Google and here where I posted about my daughters head injury - cut in the head, they asked to email them. I did and nothing happened. They just dont care even if you get injured on their slides which they say are safe. They are not! Keep your children away from this place!
9 May 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Milda,
Thank you for taking the time to share your feedback.
We're very sorry to hear that you remain disappointed following your daughter's injury and that you feel your concerns were not adequately addressed after reaching out to us. We understand how upsetting it must be when a child is hurt, and we appreciate the frustration caused when you felt your subsequent contact did not result in a satisfactory outcome.
We take the safety of our customers seriously, and it is concerning to hear that you have lost confidence in the measures in place and in the way your concerns were handled. Your comments have been noted and will be reviewed by the relevant team.
Thank you again for bringing this matter to our attention.
Warm Regards,
Hazal
Very disappointing to say the least!I…
Very disappointing to say the least!I spent £40 for 2 adults and 2 children for 1.5 hours of the family fun inflatable experience a few days ago at Woolwich Waves(which has no waves btw),was told by two very abrupt female staff members outside the changing area "Get the shoes off right now"...the main pool had ONE lane open as the left side was closed due to swimming proficiency tests for the inflatable obstacle course and the right side closed due to the inflatable obstacle course being there.Was very overcrowed,people wanting to swim couldnt due to teenagers mucking around in the pool and many adults lined up along the end walls just standing there chatting,blocking entry to the pool.The leisure pool also was packed to the brim,i was helping my 6yr old son who is learning to swim to try and stay afloat and he slipped under the water for a brief second,had a whistle blown at me by a very young lifeguard named MO who shouted at me"Are you thick?Ever heard of secondary drowning?"This really upset me and has been playing on my mind ever since,alot of the staff havent got a clue how to deal with the public.
20 August 2026
Unprompted review
Reply from Better - Woolwich Waves
Hi Terrianne,
Thank you for taking the time to share your feedback with us.
We're sorry to hear that your visit to Woolwich Waves did not meet your expectations. We understand your frustration regarding the overcrowding, limited pool availability, and the interactions you experienced with members of our team.
We are particularly concerned to hear that you felt spoken to in an abrupt and upsetting manner. We expect all colleagues to treat customers with courtesy, professionalism, and respect at all times, and we're sorry that this was not reflected in your experience.
We appreciate you bringing these concerns to our attention. Your comments regarding the facilities, customer experience, and staff interactions will be reviewed with the relevant management team as part of our ongoing efforts to improve our service.
Warm Regards,
Hazal
Learning experience
He did not have great experience because his head was pushed in the water and he could not breathe. This was his first time for a lesson
12 August 2026
Reply from Better - Woolwich Waves
Hi Rita,
Thank you for taking the time to share your feedback. We're very sorry to hear about your child's experience during their first swimming lesson. We understand how upsetting and concerning this must have been for both you and your child.
The safety and wellbeing of all our participants is our highest priority, and we take comments of this nature very seriously.
Thank you for bringing this to our attention.
Warm Regards,
Hazal
Reply from Better - Woolwich Waves
Hi Helen
Thank you for your review.
We are very pleased to see that you are enjoying the new facilities and classes at Woolwich Waves, and we hope you reach your health and fitness goals with us!
Kind Regards
Amir
Poor staff performance
I went to Woolwich Swimming Pool on Thursday for the first time and informed the staff that it was my first visit. Unfortunately, I was not given any induction or information about where to go or what to do. I also found that the lockers require payment, but this was not explained.
I returned on Friday for a second visit and noticed there were no clear rules or guidance for lane swimming. People were swimming wherever they wanted, including children who could not swim properly going through the lanes. There were also people who could not swim in the fast lane, and staff did not appear to take any action.
I reported my concerns to the manager, who explained that there are many new staff members and that they are lacking training.
I also visited Charlton Lido, which was much better overall. However, I experienced a similar issue regarding the lack of induction or clear information for first-time visitors. I was simply told, “go left, right, left, the lockers are there.”
This type of welcome and lack of information for first-time visitors is unacceptable. For health and safety reasons, customers visiting a centre for the first time should be provided with clear information about the facilities, swimming pool rules, lane-swimming etiquette, locker arrangements and what they are expected to do.
I would strongly recommend that staff provide a basic induction or clear information to all first-time visitors to ensure they understand the rules and can use the facilities safely.
13 August 2026
Reply from Better - Woolwich Waves
Hi Ruslanas,
Thank you for taking the time to share such detailed feedback about your visits to Woolwich Swimming Pool and Charlton Lido.
We're sorry to hear that your experience as a first-time visitor did not meet your expectations. We understand how important it is for new customers to receive clear information about the facility layout, locker arrangements, pool procedures, and lane swimming etiquette to help them feel comfortable and use the facilities safely.
We're also sorry to learn about your concerns regarding lane swimming at Woolwich Waves. We appreciate you raising these issues with the centre management team and sharing your observations with us. Your comments regarding customer guidance, pool supervision, and the support provided by staff will be shared with the relevant teams for review.
For customers who would like a more detailed introduction to the facilities, inductions are available and can be booked through the centre or the website and app. However, we appreciate your feedback regarding the information provided on arrival and recognise the importance of ensuring first-time visitors are made aware of the guidance, facilities, and services available to them.
We value your suggestion that first-time visitors should receive clearer information when arriving at the centre. Feedback such as yours helps us identify opportunities to improve the customer experience and ensure all visitors have the information they need to enjoy our facilities safely and confidently.
Thank you again for taking the time to provide this constructive feedback.
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.