Initial session with instructor was very good. This review is about that. Welcoming and friendly and professional. Showed me equipment which has some good things for people with back problems , like... Vis mer
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Beliggenhet
Bytt filialTwickenham Road, TW9 2SF Richmond, England, GB
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Richmond Pools on the Park is a fantastic facility - really friendly and helpful staff - clean change rooms and a lovely cafe.
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Worst management ever!!! Since they took control of the centre, services become lower quality. Not an invested penny in improvements. During the transition they cancelled my membership having my bank... Vis mer
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This was my first time back in a gym after approximately 2 years. I have been recovering from cancer and 2 major operations last year. But the staff made me feel welcome and enabled me to feel confide... Vis mer
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Informasjon om virksomheten
Skrevet av virksomheten
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.
Kontaktopplysninger
Twickenham Road, TW9 2SF, Richmond, England, Storbritannia
3,4
Middels
36 anmeldelser
Ber kundene om å skrive anmeldelser
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Svar fra Better - Pools on the Park
Hi Jose,
Thank you for your wonderful review!
It's amazing to hear that your children are enjoying their swimming lessons with us at Pools on the Park.
We can't wait to welcome all of you back again soon!
Warm Regards,
Kaisha
Fantastic facilities in Richmond
Richmond Pools on the Park is a fantastic facility - really friendly and helpful staff - clean change rooms and a lovely cafe.
17. august 2026
Svar fra Better - Pools on the Park
Hi there,
Thank you for your wonderful feedback! We're delighted to hear that you enjoyed your experience at Richmond Pools on the Park.
It's great to know that you found our staff friendly and helpful, appreciated the clean changing facilities, and enjoyed spending time in the café. Creating a welcoming and enjoyable environment for our customers is very important to us, so it's fantastic to hear that this was reflected in your visit.
We truly appreciate your kind words and look forward to welcoming you back again soon.
Warm Regards,
Hazal
Very friendly and helpful staff.
18. august 2026
Svar fra Better - Pools on the Park
Hi Connie,
Thank you for your fantastic 5-star review!
We're delighted to hear that you found our staff at Pools on the Park to be friendly and helpful. Providing a warm welcome and excellent customer service is something we take great pride in, so it's wonderful to know that our team helped make your experience a positive one.
We truly appreciate your feedback and look forward to welcoming you back again soon.
Warm Regards,
Hazal
What a great resource for the summer
What a great resource for the summer. The outside pool is lovely. Staff great also. Dzhuilano could not be more helpful.
18. august 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Nicholas,
Thank you for your wonderful feedback about Pools on the Park.
We're delighted to hear that you enjoyed the outdoor pool and found our staff to be welcoming and helpful. It's especially great to hear that Dzhuilano made such a positive impression. We'll be sure to share your kind words with him and the team.
We appreciate you taking the time to leave a review and look forward to welcoming you back again soon.
Warm Regards,
Hazal
Worst management ever!!
Worst management ever!!! Since they took control of the centre, services become lower quality. Not an invested penny in improvements. During the transition they cancelled my membership having my bank data and I knew just when I could not book a class. I will never join again the place. The trainers and coaches are good, just the comps who manages the centre and that is important .
14. august 2026
Svar fra Better - Pools on the Park
Hi Andrea,
Thank you for taking the time to share your feedback, Andrea.
We're sorry to hear that your experience during and after the transition did not meet your expectations. We understand how frustrating it must have been to have issues with your membership, particularly when it affected your ability to book classes.
We appreciate your positive comments about the trainers and coaches, and we're pleased to hear that they have provided a good experience. At the same time, we're disappointed to learn that you feel the overall service and management of the centre have fallen short of the standards you expected.
Your feedback has been noted and will be shared with the relevant team for review, as comments like yours help us identify where improvements are needed.
We’re sorry that your experience has affected your confidence in the centre, and we appreciate you taking the time to share your concerns.
Kind regards,
Suheera
I’m paying £108 a month for my twins to…
I’m paying £108 a month for my twins to go to swimming lessons.. wasn’t given a welcome .. I wasn’t explained what was going to happen regarding their lessons, haven’t been given any information , just be there at 1 they go into the pool and that’s that, no feedback on how they’re doing what they can be doing to support them, asked the office staff they was clueless aswell.
10. august 2026
Svar fra Better - Pools on the Park
Hi Anya,
Thank you for taking the time to share your feedback.
We're sorry to hear that your experience with your twins' swimming lessons at Pools on the Park has not met your expectations. We understand how important it is for parents to feel informed and supported when their children begin lessons, particularly in the early stages.
We're disappointed to hear that you did not feel welcomed or receive sufficient information about how the lessons would be delivered, what to expect, or how your children were progressing. We also appreciate your comments regarding the lack of feedback and the support you received when seeking further information.
All swimming lesson customers are provided with access to our Home Portal, where you can view your children's progress, achievements, and teacher feedback throughout their swimming journey. If you have not yet accessed your account, the centre team will be happy to assist you with this.
Your feedback highlights the importance of clear communication between our teams, instructors, and parents, and we will ensure that your comments are shared with the relevant management team for review.
Thank you again for bringing these concerns to our attention.
Warm Regards,
Hazal
Svar fra Better - Pools on the Park
Hi Terence,
Thanks for your review.
We are so pleased to hear that you enjoyed your visit to Pools on the Park!
Warm Regards
Azaria
Better isn't a social enterprise as…
Better isn't a social enterprise as they have got rid of free swimming for the Disabled, introduced zero hour contracts. Lied about keeping the spa room that was the pools original feature, increased lane swimming from 15 to 20 which makes swimming lengths difficult. I ha e seen management have meetings after meetimgs waisting more money. Do not employ enough front of house staff. on hot days they allow 360 people into the pool, and today we had to queue over well over an hour in the burning sun before getting into the pool as it was too crowded. The security staff were amazing despite people's disaticton of not being able to swim despite paying for a 3 hour slot to. Not enough life guards, 3 in total in a packed pool, so dangerous. Their uniform is cheep and cold in the winter. So many staff have left, that speaks volume. There's hardly any outdoor swims for children. The grounds are neglected, why not use some of the recycled wayer to water the lawn that's now dust. No kids paddling pool so hard for toddlers to play, it's now a sandpit without shade and not fit for purpose as i ended up burning my feet in tbe sand. It's dirty, it smells. Better only cares about profit, not the pool, not the locals, not the vulnerable like kids and the elderly, Better, you are a disgrace in my view, and I'm happy to share my thoughts to your CEO 's face.
30. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Angela,
Thank you for taking the time to share your feedback.
We are sorry to hear about your recent experience and appreciate you raising these concerns. We understand your frustration regarding the queue times, overcrowding, facility availability, and the impact these issues had on your visit, particularly during periods of hot weather when demand is high.
We also note your comments regarding staffing levels, outdoor swimming provision for children, the condition of the grounds, and the overall customer experience. Feedback such as yours is important to us, and we will ensure your concerns are shared with the relevant management team for review.
We are pleased to hear your positive comments about the security staff and the support they provided during what was clearly a challenging situation.
Thank you again for taking the time to provide such detailed feedback.
Warm Regards,
Hazal
Supposedly operates on a non-profit-organisation
I really like the facility and the staff, but I am not at all happy that Richmond Council has handed us over to that organisation called "Better"—which supposedly operates on a non-profit basis.
I had signed up for an "Off-Peak Membership" that supposedly required no long-term contract or fixed monthly commitment. However, when I tried to cancel it, a warning message appeared stating that I needed to provide notice at least 20 days before my payment date. Then I checked the terms; they say something different from the beginning.
Their website states that there are no contracts or additional fees associated with the off-peak membership. Contrary to their advertising, the clause buried in the Terms requiring 20 days' notice is deceptive and made in bad faith. Such behaviour is entirely inappropriate, especially for an organisation that claims to be non-profit.
To make matters worse, the reception staff at "Pools on the Park" had told me that I could sign up on a monthly basis and cancel my membership whenever I wished. I wished (!)
22. juli 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Erman,
Thank you for taking the time to share your feedback. We're pleased to hear that you like the facilities and our staff at Pools on the Park.
We're sorry to learn of your frustration regarding the membership cancellation process and that the information you received did not match your expectations. We understand how disappointing this can be, particularly when you believed the membership could be cancelled at any time without notice. To be clear, you can cancel at any time but you do have to provide us with 20 days notice before your next Direct Debit is due or one calendar month's notice when contacting us to cancel.
This is clearly outlined in our terms and conditions which you must confirm you have read and understood before you can proceed with setting up your membership.
So, you can cancel at any time, but you do have to provide us with a very short notice period.
Warm Regards,
Hazal
Excellent customer service
Excellent customer service, detailed explanation which were clear.
8. juli 2026
Svar fra Better - Pools on the Park
Hi Marian
Thank you for your review.
We are very pleased to see that you have received excellent customer service, and if you have any further questions, please let us know!
Kind Regards.
Kind Regards
Amir
Initial session with instructor was…
Initial session with instructor was very good. This review is about that.
Welcoming and friendly and professional. Showed me equipment which has some good things for people with back problems , like myself and some good excersise for me, taking me through step by step. Its only the first of a three month program, and obviously I need more instruction to remember it all and see which bits work best for me. Was hoping for two sessions this week, but will go another day by myself this week and do what I can. I am an older person doing this to gain a bit of strength and stability and keep some flexibility. My next instructor led session is next week.
6. juli 2026
Svar fra Better - Pools on the Park
Hi Gloria,
Thank you for sharing your experience.
We’re really pleased to hear that your initial session with the instructor was such a positive one. It’s great to know they were welcoming, professional, and took the time to guide you through the equipment and exercises, especially in a way that supports your back and overall wellbeing.
It’s completely understandable that it can take a few sessions to feel confident with everything, and it’s encouraging to hear that you’re motivated to continue practicing independently between sessions. That consistency will really help you get the most out of your programme.
We hope your next instructor-led session goes just as well, and that you continue to build strength, stability, and flexibility at a pace that works for you.
Warm Regards,
Hazal
All venue in Richmond is by health and…
All venue in Richmond is by health and higiene not correct. Dirty, yoo hot shower not possible to regulate the temperature and pipe are broken. I1 cold water which is there is not working.showers, changing rooms, the storage cupboards all dirty and ventilation is not working. Hairdryer too. I did apply for membership and after first and my last visit I ask for my cancellation and refund and it’s almost week and nobody contact me. Very bad experience and disappointed. Manager not helpful at all. 😢
25. juni 2026
Svar fra Better - Pools on the Park
Hi Anna,
Thank you for your feedback. We’re very sorry to hear about your experience at the Richmond centre and understand how disappointing this must have been, especially after just joining.
Cleanliness, maintenance, and a comfortable environment are extremely important to us, so it’s concerning to hear about the issues you’ve raised regarding the showers, changing areas, ventilation, and equipment. This is not the standard we aim to provide, and your comments will be escalated to the relevant team to be reviewed as a priority.
We’re also sorry to hear about the delay in receiving a response regarding your cancellation and refund request, as well as your experience with the manager. This is not the level of service we expect, and we appreciate how frustrating this must be for you.
If you’re happy to do so, we would encourage you to contact us directly with your details so we can follow this up and ensure your request is properly handled.
Thank you again for bringing this to our attention.
Warm Regards,
Hazal
Svar fra Better - Pools on the Park
Hi Noelia,
Thank you for your review!
We're saddened to hear that you've been experiencing issues navigating our better UK App.
We also appreciate your feedback about our facilities feeling outdated.
We'll be sure to pass your comments to the relevant teams.
Thank you again for sharing this with us!
Warm Regards,
Kaisha
Not my usual gym
Not my usual gym , but working in the area and the staff was really helpful. Loving the outdoor pool area. We will be back for sure .
19. juni 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Nej
Thank you for your review.
It is great to see that you enjoyed the facilities at Pools on the Park and that the staff have been able to assist when needed!
We hope to see you again soon.
Kind Regards
Amir
Consistent issues…
Well there's been consistent issues with my concessions membershp over the last couple of years and I've spoken to the head of many times.
I go for the gym 3 times a week. But I'm the last few months it's getting noisier and noisier with hoovers, staff standing around chatting for ages and no policing of the weights to tell lifters not to drop the weights into the floor from a height. I've seen altercations from others telling them to stop and it getting a little aggressive.
On a Sunday the gym has often been covered across the floor with mud from what i can only think is football or rugby players coming in. I've mentioned this to the vet helpful Italian gym staff member who makes the effort to clean it up.
Generally the staff are very nice and good but staff from elsewhere do come in to chat, maybe management.
But the worse issue is the allowing of members to use the pool and letting them walk from the pool part the pool changing rooms, down as the corridors and into the gym changing area soaking wet dripping in the benches and the floor gets soaked and slippy which ilder members need to be careful of. The chamging room lockers are the worse I've seen. Lots are broken some lockers won't work, some swallow the 1 pound coil and needs a staff member to retrieve it and others have doors hanging off hinges that I've never seen repaired!
There's often a terrible smell in there from drains and this has all been commented on by other gym members. I've know many leave saying it's the worse of the better gyms they have been to.
12. juni 2026
Svar fra Better - Pools on the Park
Hi Peter,
Thank you for your detailed feedback!
We’re sorry to hear about the ongoing issues with your concessions membership and the recent decline in your experience.
We appreciate your comments regarding the noise level around this space, as well as the issues with how some members use the weights.
We also understand that there have been issues with the cleanliness on Sundays, the smell from the drains, muddy and wet footprints, as well as problems with the maintenance of our lockers.
We'll be sharing this with the team for further review.
We are thrilled, however, that our team have been very nice and good.
Thank you again for your feedback!
Warm Regards,
Kaisha
The staff are always helpful and…
The staff are always helpful and sympathetic. The centre have great instructors who are knowledgeable, motivating, and know how to differentiate the workouts so everyone, regardless of ability or fitness level, get the most of it.
More than just a gym, it is a community where everyone (staff, instructors, members) support each other and create a safe space for everyone
12. mai 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Dionysia,
Thank you for your fantastic review!
We are so delighted to hear that you are enjoying Pools on the Park.
We pride ourselves on providing excellent customer service and are happy that this has been reflected in the service you have received.
Warm Regards
Hazal
It’s so much easier to book and the…
It’s so much easier to book and the lanes are wider meaning that it is so much more comfortable to swim
28. april 2026
Svar fra Better - Pools on the Park
Hi Ruth,
Thank you for your feedback!
We’re really glad you’re finding the booking system easier to use and that the wider lanes are making your swimming experience more comfortable.
We hope to see you again soon!
Warm regards,
Azaria
So far so good teachers seem nice
So far so good teachers seem nice, I would say the condition of the actual gym, pool and changing rooms is a bit dated . Could do with some refurbishment . Changing rooms and facilities seem a bit dirty
24. april 2026
Svar fra Better - Pools on the Park
Good Afternoon
Thank you for your review!
We're happy to hear that you're enjoying your experience at Pools on the Park so far.
We appreciate your feedback regarding our facilities feeling a bit dated, as well as improving the cleanliness in our changing room space.
We're more than happy to share this with the wider team for further review.
Warm Regards,
Kaisha
Ridiculous Swim School lessons
My son has been doing swimming at Pools on the Park for the last 5 years. Since Better took over the lessons they have been absolutely dreadful - Better had an interesting plan but not enough teachers to deliver on it. At the moment (April 2026) there are over 15+ children in the pool (across multiple levels, most basic, some very advanced)and ONLY 2 teachers (surely that’s a Safety Hazard with small children in a pool?!?). Firstly, it’s a struggle to fit as many children in the pool. Secondly, lessons are only 30 mins (which is the standard length) but with so many children, the level of instruction is incredibly low. I can say there are classes where my son has done no more than 3-4 goes in the whole class.
We’re changing swim schools of course, but if you’re thinking about joining because classes are cheaper - it’ll end up costing you more as they really don’t learn much beyond floating.
nb. To note this has nothing to do with the ability of the teachers. It’s all in the management scheme they’ve changed to.
23. april 2026
Anmeldelse skrevet uten oppfordring
Svar fra Better - Pools on the Park
Hi Paulina,
Thank you for your review!
We sincerely apologise for the issues you've raised with the structure and organisation of our swim school.
We understand that you've highlighted concerns regarding the ratio of children to 1 teacher, the length of time they have to improve in their lessons and the lack of progression.
We're sorry for any inconvenience and frustration this has caused, and we regret the negative impact this has had on you and your little one.
We'll be sharing your feedback with the Centre Team for further review.
Thank you again for raising this with us!
Warm Regards,
Kaisha
Good customer service in place
Good customer service in place. Professional, polite & say to speak to in order to resolve any issue you have with your membership/app hiccup.
9. april 2026
Svar fra Better - Pools on the Park
Hi Valerie,
Thank you for your fantastic review!
We are so delighted to hear that you are enjoying Pools on the Park.
We pride ourselves on providing excellent customer service and are happy that this has been reflected in the service you have received.
Warm Regards
Hazal
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