Freedom Leisure Reviews 

Cinderford centre: Paying over £40 a month for gym, squash & swimming, however I only want the gym use but cannot have this alone to what should bring the cost down, free swim time is very, very limited & only 3 squash courts which are always busy so even if I wanted these other options it would be difficult but the unacceptable issue is that the gym closes at 1:30pm both Saturday & Sunday not good enough at all & certainly not in line with vast majority of other fitness centres , 2 stars is very generous as not good enough value for money.

Awful experience, spoke to like a child about being late for one of my regular classes which I was in fact on time for, but then told the times had been changed. Nothing was said to me about this the week prior and the timetable still read the same as well. I was then told well it will change soon and implied it’s my fault for not looking at the app. Complete waste of time and fuel travelling to this.

showers are never warm
ice cold showers make me avoid the gym so I end up paying for free

I joined Freedom Leisure because it was my nearest Gym after moving. The initial interaction seemed professional and I did join because of this. However I found whenever I had an enquiry, no one got back to me. I tried direct with Leisure Centre, phone just rings out, by the contact us page and had no reply. The aftercare is non existent. The next failure I found was when I asked the membership to be frozen. They did listen and did freeze the account but at the end of this I noticed they were trying to take over double my monthly membership cost so I cancelled the direct debit and immediately sent two emails to different email address for them. I never got any response to either. I then called again Harlands, who manage payments on be half of Freedom Leisure. It seemed the person couldn’t be bothered to listen and I was told the correct payment would be taken on the following Friday at which point I could use the facilities again. At the end of this call I was left unconfident things had been sorted. I sent another email which they actually responded to this time. Although they replied that my membership had been cancelled and I would need to re-join. I didn’t ask for this and disagreed with having to be left to pay another joining fee when I didn’t ask for the membership to be cancelled. So I replied to this email. This did not get a response. I then noticed they were trying to take more money again even though they said it had been cancelled. Leaving me to have to keep checking my bank to make sure they don’t. All I want to do is reinstate my membership and for them to only take what is owed for the membership. It seems impossible. In relation to facilities, it is hit and miss as to whether you will be lucky to have a newly refurbished centre or very out of date centre with faulty equipment. The membership cost doesn’t really reflect the difference in what facilities they have.

Having been a member of the New Milton Health & Leisure Centre since last September, my partner and I decided that it was time to cancel our memberships.

The facilities are below average, every wall is covered in patronising signage telling you not to do something or other and the roof leaks with buckets under them are not a welcoming sight, but the worst part about this place is the rude and unhelpful staff. They like to bark instructions rudely at you as you scan your card and the barrier fails to read it.

I have now been trying to cancel my membership for several days. At first glance there is nothing mentioned on the freedom leisure website on how to do this.

My partner rang up and was given a web link to an online form, to which you have to wait for a response. No response was received after doing this but it makes it sound like someone will contact you fairly promptly.

I then sent an email with my notice to cancel and have not received a reply to this either.

The next attempt was to go into the centre in person and ask the staff. They again said we had to fill out the online form, I said both of us have done this already and had no response. Her reply to this was that it could take 31 days for them to contact us! Ah but of course, that will conveniently mean that you can take another whole month of my money. The contract says I have to give 31 days notice and that is why I'm doing it now.

Having read the email I received when I set up the direct debit, the terms and conditions said I needed to hand in my notice in writing to the manager. So I have just done this but whether that letter will actually get to the manager I don't know.

My only option left is to cancel the direct debit, I am trying to give the required notice as per the terms and conditions but you are deliberately trying to make it difficult for me and my partner to cancel.

I hope I don't have any more problems now I have given you notice in 5 different ways: by Phone, in person, in writing, by email and online form.

You have made sure that we will never return to any Freedom Leisure establishments in future.

Where do I start? The company's slogan is "Where you matter." Quite clearly this does not apply to customers - please be advised, in my experience you don't matter!

My partner and I joined the "Littlehampton Wave" centre as "swim only" members so we could SWIM through the winter months to help maintain and build our fitness in the water for scuba diving.

Week 1 it became apparent that the half of the pool which had NOT been divided into lanes had been hijacked by a bunch of overweight old women who would mill around pretending that they were swimming whilst they had a gossip. (For info - if your feet are on the bottom of the pool and you are walking around, you really are not swimming!).

This bunch of unsavoury individuals (sorry, I can't use the term ladies) would spread out in a line to prevent anyone who dared to invade their patch from swimming lengths. One day it all became too much for one of these charmers and she told me that if I wanted to swim I should "eff off" into the lanes.

So I started swimming in the lanes. It is not a difficult concept to grasp but, for those who do not have the experience or intelligence to figure it out, staff have put up signs about "lane etiquette" to help novices and those who have escaped from some sort of home for the bewildered to understand what swimming in lanes is all about.

To be honest they might as well take the signs down: there are a bunch of individuals who treat the lanes more like a social club than a swimming pool.

These halfwits will consistently block the ends of the lanes. When they see swimmers approaching they will ignore them. I am not the fastest swimmer in the world but, as an example, one individual will hold court and will chat away in the shallow end of a lane whilst I swim 8 or 10 lengths.

Not such a big deal you might say but this sort of behaviour is a magnet for others and there is soon a group of 4 or 5 people idly gossiping and getting in the way of people who are swimming. End result, a queue of swimmers backing up as they try to approach the end of the lane who are forced to stop or turn around as far back as half way down the pool.

Over the few months that I have been going to this pool I have complained on 4 occasions to different managers about this issue. They have assured me that part of the poolside staff's duties are to ensure that if people want to rest they can, for maybe 30 seconds, but that if swimmers want to have a break from swimming for any longer, the staff should remind the swimmers to get out of the pool.

On at least two occasions I have described a persistent offender to a manager. He said he knew exactly who I meant and said that he would speak to the individual concerned. He also said that he would rebrief poolside staff to stop it happening. Great you would think- except the poolside staff still ignore the build up of people at the ends of the lanes and nothing has changed.

I wanted to speak to someone at head office about this but the "Customer Service" voicemail box is full up - full of complaints that no one listens to! Customer Service? A misnomer if ever there was one! The company website invited me to send an email to Littlehampton Wave - pointless. The membership team don't answer the phone or respond to voicemails or emails.

In other news, with the resurgence of Covid and with hygiene supposedly being high priority, there is a sign asking people to shower before entering the pool. Most don't but its ok, because their sweat and the grime on their filthy feet will wash off in the pool!

On the door to the changing "village" there is a sign instructing users to remove outdoor footwear.

The rule clearly does not apply to all though. Individuals routinely walk around the changing area in their outdoor shoes and the rule goes completely out of the window when the mother and toddler sessions start.

The changing area becomes rammed out with all terrain pushchairs, baby buggies, prams, strollers and joggers.

When I asked why they were allowed these things into an area where outdoor footwear was prohibited I was told by a member of staff (who clearly thought I was dim) that they were expensive things to buy and that the ladies would probably not want to leave them outside in the car park as they might be stolen.

I thought well that makes sense but, given that these things have inevitably been pushed over pavements, roads and quite possibly fields, ie. pretty much anywhere that anybodys shoes (and for that matter my bicycle or car) might go, I asked whether I could take my bike or car into the changing rooms as they were quite expensive too. I was told that no I couldn't.

So, different rules for different people.

One manager said to me "don't give up on us yet." But nothing has changed. You see, customers really don't matter. What really matters to Freedom Leisure is getting your money.

They just won't get mine anymore!

Wished I’d checked out the abysmal Trustpilot rating before I wasted my time visiting to join the newly opened Centre in Chard Somerset.
Asked to have a look at the facilities prior to signing up but was told “ I’m sorry I can’t leave the front desk to show you around as there is no one to take over from me.” However I saw at least 5 employees around the foyer area doing very little, surely they could have been asked to show me the facilities. Customer service/relations needs a bit of attention before I would spend money on a membership. If it’s like this now when it is quiet not sure how they’ll cope if and when it gets busy.

If there were zero stars or a negative amount, i'd give it minus 5! Everywhere it seems to be the same: Freedom Leisure overtakes local councils' clubs, promising them not just take the burden off them financially but also promising Councils that the Club will be run on a commercial basis and will PAY Councils substantial cash!

Of course, every naiive Council is falling into this trap. How many councils are actually getting the cash in from this Outfit?

What is also observable is pretty much everywhere - the clubs are allowed to deteriorate and fall into disrepair. At one point, the club didn't have any Hot water for 3 months in late autumn/winter time! So, everyone like a pig, without washing got into the pool, saunas etc....

The ex-council [Leisure centres'] staff are being got rid of and replaced by cheaper workers whom have not got a faintest idea about customer service neither show any interest in what they are doing: you'd be lucky to get a hello from any of them (except for 2 staff)! Membership at similar outfits like David Lloyd are more or less comparable but the facilities and staff are much more superior to what is offered by Freedom Leisure.

Pricing is another problem. a 10.50 quid for a day pass? No, fanks!!!

The residents of my Local club (Whittlesey) do not deserve this bull*** of a running of this club by Freedom Leisure anymore.

Awful communications. Misleading policy information online that is not followed. If you are unhappy with Freedom Leisure Membership all you have to do is cancel your DD you will never hear from them again because you are just a number.

'I'm sorry you have been caused this inconvenience, but with nearly 4500 children in the academy we just aren't able to give the level of service you are expecting. '

All three of my children's swimming slots were cancelled in error and immediately reallocated without any communication from Freedom Leisure. They are the only company I have ever come across that literally have no customer care/courtesy and or retention department. They advised they just do not have the 'capacity'

Ignore their cancellation information online it doesn't apply to them or you and isn't implemented at all.

Privatisation of Local Authority Leisure Centres by this company will be the death of them.

I have been a member of the gym at my local leisure centre in Hove for 16 years - both before Freedom Leisure were involved and for the whole time they have been running it. It has never been what you would call a top class facility but it suited me - local with sufficient equipment for my requirements and generally friendly, helpful staff. There were flaws - especially the fact that they were so slow at mending broken equipment or replacing things that went missing - but nothing serious enough to make me leave. In recent months I have been reassessing. While making allowances for the difficult impact Covid closures must have had, I find the deterioration in the state of the gym, whilst I am still paying a significant annual fee, unacceptable. Equipment is either not mended or inadequately patched up; there are rotting skirtings, dented and scuffed walls, brown damp patches on the ceilings; equipment is sometimes taken away to top up other of their local gyms and not replaced; the toilets are often dirty … I could go on. My main complaint is this: having used their online form to express my concerns several weeks ago I have never received a response. I followed this up with a written complaint mailed to the head office of Wealden Leisure and have been ignored again.Such a poor way to treat loyal customers - especially as they will undoubtedly be trying to increase my annual subscription when it runs out shortly while offering generous discounts to get new people in.

OK facilities, overpriced. Above all else though absolutely abysmal website and overall online experience. Complete mess given this is a public service provider. Perhaps they'll join the 21st century by the time we're in the 22nd?

The new Boxing Fit classes at Freedom Fitness MK by Dan N are great. Ideal for those of us who haven’t boxed ( as well as those who have)...good class structure with lots of tiring pad work! It’s so nice to discover something new after several years of only doing general gym work.

This gym at Malvern Splash used to be decent but over the last year has got worse.
Some equipment has been broken for months and can be used even though it is not safe and they are not labelled Out of Order.
I had bolts drop out of 2 machines which was alarming, they need to be serviced well.

Customers are allowed to put their bags and clothes in the gym and not the lockers. Staff do not clean these areas and this is a Covid risk and looks unsightly.

The gym is not cleaned enough and is usually dirty.
Some of the staff are rude.

It is safer to exercise at home.

Whilst recently at Freedom Leisure in Hailsham, I cut my toe on the space created by a missing tile on the swimming pool floor. I have sent 2 emails to them advising of this and mentioned that this could be quite nasty, and certainly painful, if a small child were to do the same. Both emails have been completely ignored.

Whilst it's difficult to lay complete blame on the centre for not replacing the missing tile, I would have thought that the least that I deserved was a reply to my emails?

Overpriced for what it is ...
Receptionist who served me whilst eating popcorn needs to cheer up, customer service goes along way!

I purchased a 3-month membership from Hampshire County Council shortly before they sold their Health and Leisure business to Freedom Leisure. During this time, the council had an app you could use to book in swims.

The moment Freedom Leisure took over, the app was no longer available despite being told it would be. I attempted many times to get in touch to book my swims in, but had no answer. This went on for weeks which made me wonder what service I was actually paying for.

The last straw was the fact that they changed the cost of the Direct Debit without giving any notice, which is against the terms of their own contract as well as the Direct Debit Guarantee. I immediately cancelled my direct debit, and sent them a online help query explaining why and that I would like to rejoin but by the terms of the original contract (since there is only an email button and it doesnt work).

They never got back to me, so I'm now unable to use any of their facilities.

I was a member of the stour center, they closed during the first lock down and the decor was scruffy but always did the job for me, freedom leisure bought it and gave it a refurb. I signed up again.

To be honest , the place is amazing. They have upgraded the decor, refurbished the gym and put all high tech stuff in there. I absolutely love it. I do think the building and equipment is good value for money. I like what they have done with the changing rooms and the place is clean.

Downsides are that it's hard to get through on the phone lines and the Costa drives me mad. I've been a few times, ordered the same thing but the price is different by a few pounds. I've challenged them a few times and have been told certified things I've ordered isn't on their system yet. Simple things like tea and being charged a latte instead.

The biotech is slightly disappointing. It's a good room and when I had my induction, the first thing I noticed was grubby finger marks on the screens of the equipment. After the man gave me a couple of mins on the first machine, he wanted me straight on the second. I asked if he wanted me to wipe down the machine. He told me not to worry. I thought he may do it after my induction. My induction finished and the next person arrived for theirs, they started on the same machine I started with which had grubby marks on, with no wipe down prior to me using it, or anyone else by the looks of it. Very bad from a covid pov.

The staff are helpful and friendly, always have a smile. It's refreshing.

Overall I'm happy with the service I am getting so far.

I have been a member of Milton Keynes Freedom Leisure club for as long as it has been at Willen Lake. My membership number is 6001200 and my name is Tony Street. I have watched the club deteriorate from a pretty good club with a lot of members and a very sociable atmosphere to what it is today a shadow of its former self. What do I mean by this you may ask. Well before the pandemic the club had fallen into disrepair, examples of this are the swimming pool was out of action for long periods, the equipment was not kept in working order with machines out of action for long periods. The decor inside was in a very bad state and a lot of the lights were not working, include the fact that up to half the men's showers were not working and the toilets although cleanish looked dirty and jaded.
We have now almost come out of this pandemic and this Saturday 22nd May 20121 and I had my first visit back. To be honest not surprised to find that the club is in exactly the same state as it was before the pandemic. Walked in same decor, same lights, same pool, same showers in fact all of the above.
This club must be an embarrassment to the managers and directors of Freedom Leisure. I am going to give my membership until the end of June to see if any improvements are made. The club really need to get their act together, maybe have a meeting with members and get some ideas to get this club at least up to code.

Simply cannot get through. Phone rings and nobody answers. Say's King Alfred swimming is open on the website.

Not many classes on in Brighton, and the 2 i want are on at the same time. Considering the amount of properties with outdoor space they have, could do better. Class is fully booked so plenty of demand. Dissappointed that given the lack of service, i cant suspend my membership or get a refund. Especially in light of all the marketing about being able to trust them etc.