I think the overall Company model and concept is great but I’m disappointed with the Chelsea Fitness Centre. It’s a great sized gym in an amazing position but I feel the gym isn’t managed well. The g... See more
Location
Switch locationChelsea Manor Street, SW3 5PL London, 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
Very supportive, helpful and friendly. My referral for the gym was dealt with promptly by Jody Dennant, at the Referral desk in the sport centre, who was my first point of contact, and later... See more
Company replied
I've been coming to this gym now for over 2 years and I've been impressed with the offerings they have. The team are very welcoming and friendly and will go above and beyond to help. Certainly imp... See more
Company replied
When I try to have my membership after being suspended because they require council tax bill, I didn’t coropond with them, I ignored it because I done everything that required. Someone called Brouno c... See more
Company replied
Company details
- #3 of 4 best companies in Leisure Centre
- #8 of 11 best companies in Fitness centre
- #13 of 20 best companies in Gym
- #3 of 4 best companies in Indoor Swimming Pool
- #2 of 2 best companies in Library
- #5 of 6 best companies in Outdoor Swimming Pool
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
Chelsea Manor Street, SW3 5PL, London, United Kingdom
3.8
Great
92 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.
New gym user
Not enough equipment cleaning products available to self clean equipment after use, otherwise clean and equipment modern and efficient
24 September 2024
Reply from Better - Chelsea Sports Centre
Hi Heather
Thank you for your review,
It is great to see you like the gym equipment and enjoy the facilities at our Chelsea Sports Centre.
We also appreciate your feedback regarding the cleaning products and have passed your feedback on to the centre staff to look into.
I hope this helps improve your experience with us.
Kind Regards
Amir
I am very angry with the gym
Just as I write what I don't like, I write for the good. I think they take care of their customers and make sure we are happy. I don't understand the penalties, but if you justify the cause, they are understandable.
18 September 2024
Reply from Better - Chelsea Sports Centre
Good Afternoon Maria,
Thank you for reaching out.
I understand that there might be some confusion regarding the payment process. I want to assure you that your membership fees are collected on a monthly basis, and your initial joining date was on the 10th of September. You paid a joining fee of £12.50 and a pro-rated fee for the remaining 20 days in September. Additionally, you chose the 1st of every month as your payment date, so your next payment will be due on the 1st of October for the full monthly membership fees.
Regarding the penalty charges, I want to emphasise that these are only applied if you miss an activity you've booked online or if you cancel with less than 4 hours notice before the start time. We understand that unexpected circumstances, such as illness, may prevent you from providing the required notice period. In such cases, please reach out to the staff at the centre to explain your situation, and they will assist you with the removal of the penalty charge.
We hope this has helped.
Kind regards,
Charmaine
Hi Maria,
Please be aware that I have removed the penalty charge from your membership so you can now continue with your online bookings. Please be aware of the 4 hour cancellation window for future activity cancellations.
Kind regards,
Charmaine
Better Chelsea
The trainers / instructors are very friendly, professional, knowledgeable, caring, punctual.
The premises are a bit run down (eg. studio 2 ceiling, window panes, air conditioning, etc.), and not very clean (eg. female toilets next to studio 1)
3 September 2024
Reply from Better - Chelsea Sports Centre
Good Morning Alba,
Thank you for your review.
We are delighted to hear that you are enjoying your membership at the Donyngs Leisure Centre and the staff have been friendly and professional each time you attend. We are disappointed to hear the standards of cleanliness we strive to provide were not up to par when you attended. I will ensure to pass on your feedback to the centre management team so they can look into this and resolve in a timely manner.
Thank you for bringing this to our attention.
Kind regards,
Charmaine
The registration process and instructor…
The registration process and instructor was great. It could be made better if guidelines / instructions for what to expect were also made available. As an absolute newbie to swimming, I wasn't aware of some of the practices.
12 August 2024
Reply from Better - Chelsea Sports Centre
Hi Vandana,
Thank you for your review.
We are so pleased to hear that you are enjoying Chelsea Sports Centre.
When you are next in, why not check out the SPA? It is a beautiful space and there are lots of fabulous treatments on offer!
Warm Regards
Hazal
HIIT by Alise
I attended the HIIT class led by Alison yesterday. She did a fantastic job of keeping the class intense and well-structured. Special thanks for the playlist!
17 August 2024
Unprompted review
Reply from Better - Chelsea Sports Centre
Good Morning Nataliia,
Thank you for your review.
We are delighted to hear that you enjoyed the HIIT class which was taken by Alison and she did a great job of keeping the session intense and well structured. We hope you continue to enjoy the fitness classes provided by Chelsea Sports Centre.
Warm regards,
Charmaine
Better gym customer service is…
Better gym customer service is excellent.
They sort out my membership issues within a few minutes.
15 July 2024
Reply from Better - Chelsea Sports Centre
Hi Parolina
Thank you for your review.
We are very pleased to see see our staff have been able to provide excellent customer service, should you have any questions or queries, please feel free to reach out.
Kind Regards
Amir
I love me i like me
1 August 2024
Reply from Better - Chelsea Sports Centre
Hi Laura
Thank you for letting us know!
We love the positivity!
Kind Regards
Amir
Initial contact was positive with a…
Initial contact was positive with a friendly service.
21 June 2024
Reply from Better - Chelsea Sports Centre
HI Thomas
We're delighted to hear that your initial visit to our Chelsea Sports Centre was enjoyable and that you had the chance to meet our staff.
Thank you for sharing your feedback with us, and we look forward to providing you with an enjoyable experience at Better.
Regards
Amir
The customer care at Chelsea is amazing…
The customer care at Chelsea is amazing the staff work very hard and it shows. It’s a fun welcoming place to come. Staff of all levels could not do enough for you, it’s so nice to come to someone with such lovely atmosphere, hidden gem in Chelsea I would highly recommend them.
26 June 2024
Unprompted review
Reply from Better - Chelsea Sports Centre
Hi Jean,
Thank you for your review.
We are delighted to hear you are enjoying Chelsea Leisure Centre - it is truly a fantastic centre and we would recommend trying out the Spa as they have some fantastic, relaxing treatments available!
Warm Regards
Hazal
The pool and showers are filthy.
The pool, showers and changing facilities are filthy. There is always yellow algae - and dirt floating in the pool, the water is hazy, there is grime on every single surface throughout the changing facility. The showers DO NOT work. I've complained to management numerous times but to no avail. I swim to feel better but always leave feeling worse after my experience at GLL Better Leisure in Chelsea.
4 June 2024
Unprompted review
Reply from Better - Chelsea Sports Centre
Good Morning Diran,
I hope this message finds you well. I wanted to take a moment to express my gratitude for your review. It's truly disheartening to learn about the issues you encountered at the Chelsea Sports Centre, and I want to extend my sincerest apologies for any inconvenience caused. Your feedback is incredibly valuable, and I assure you that we are taking proactive measures to address and rectify the reported issues. Thank you for bringing this to our attention.
Kind regards,
Charmaine
I came 3times before I could get my…
I came 3times before I could get my induction. 1st time , the instructor said the gym was busy, 2nd time , he called in sick.
6 May 2024
Reply from Better - Chelsea Sports Centre
Hi Omolara,
Thank you for your review.
We are sorry to hear that you had trouble getting your induction, but are happy to hear this has now been completed.
Warm Regards
Hazal
I want to change my password and log…
I want to change my password and log into my account and the lady was so efficient that she changed my password in a second and I only took five minutes to solve my problem. She was very efficient quick and answering and very understanding in my situation. I’m very happy with the service that was provided today, thank you so much
16 April 2024
Unprompted review
Reply from Better - Chelsea Sports Centre
Hi Sona,
Thank you for your review.
We are delighted to hear that our Customer Service team were able to assist you!
Warm Regards
Hazal
Reply from Better - Chelsea Sports Centre
Hi Blue,
Thank you for your review.
We are delighted to hear you are enjoying Chelsea Sports Centre.
Warm Regards
Hazal
I love the environment
I love the environment, staff v welcoming and pool great. But disappointed that my PT hasn’t arranged another session..
9 January 2024
Reply from Better - Chelsea Sports Centre
Hi Camilla,
Thank you for your review.
We are happy to hear you are enjoying Chelsea Sports Centre.
If you would like to book another session with your PT, you would need to contact them directly to arrange.
Warm Regards
Hazal
App has lots of glitches
App has lots of glitches, hard to sign up for classes, have to type in payment details every time; kids swimming classes are not well designed , with lots of excess capacity for 4 year olds. Showers are horrible
6 January 2024
Reply from Better - Chelsea Sports Centre
Hi
Thank you for the feedback
We are sorry to see you are having issues when using our App.
Please email customerservices@gll.org or call our Customer Service Team and they will be happy to asssit
in making a booking.
I hope this helps
Regards
Amir
Some of the staff at Betterhave an…
Some of the staff at Betterhave an attitude problem.
One man that wears a red t shirt is completely ignorant when I say good morning.
Another Better member of staff with a black polo t shirt on stood in front of me for about an hour 3 weeks ago while I exercised before he said to a colleague that I haf failed his assesment.
I find many of you to be ignorant and hostile.
I have also been told recently that there have been complaints about my breathing whilst weight training.
I presume that they would prefer if I did not breathe.
5 December 2023
Reply from Better - Chelsea Sports Centre
Good Evening Joseph,
Thank you for your review.
I am very sorry to hear that any of our staff have been hostile and ignorant. We pride ourselves on customer service excellence so I am very sorry to hear that this is not the service you have received recently. Can you confirm if the staff you are referring to in your above review are based at the Chelsea Sports centre so I can forward your feedback for the attention of the centre manager?
Kind regards,
Charmaine
Reply from Better - Chelsea Sports Centre
Good Morning Maurice,
Thank you for your recent email.
We are very happy to hear that you are enjoying your membership at the Chelsea Sports Centre. We apologise that this facility does not have a Healthsuite but we do offer a Thermal Spa at the Kensington leisure centre. We hope you are able to continue enjoying the Chelsea Sports centre and the great activities they have available.
Kind regards,
Charmaine
Reply from Better - Chelsea Sports Centre
Good Afternoon Monique,
Thank you for your review.
We are very happy to hear that our staff gave you good guidance when you attended the Chelsea Sports centre for information. We hope this has enabled you to choose the correct membership type for your needs so you can enjoy the activities at the Chelsea Sports centre.
Kind regards,
Charmaine
Reply from Better - Chelsea Sports Centre
Good Afternoon,
Thank you for your review.
We are very happy to hear that you are enjoying your membership at the Chelsea Sports Centre. We are also happy to hear that you found the joining process easy and the staff are friendly and welcoming. We hope you continue to enjoy your membership at this centre.
Kind regards,
Charmaine
We love coming to Chelsea sports Center…
We love coming to Chelsea sports Center but it has gone downhill.
8 November 2023
Reply from Better - Chelsea Sports Centre
Hi Fatma,
Thank you for your review.
We are happy to hear you are enjoying Chelsea Sports Centre but sad to hear you feel it has gone 'downhill'.
Please email the centre and let them know the ways in which they can improve! Their email address is: chelsea.enquiries@gll.org
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.