East Ham Leisure Centre

I am writing to share my feedback and express my appreciation for the exceptional team at your gym. Although I have a business nearby and more affordable gym options closer to my office, I have chosen to re-join your facility because of the outstanding staff. Specifically, I want to highlight Sang. Despite having completed my Level 3 PT course at NLC, I can confidently say that Sang’s expertise exceeds anyone I have encountered in the fitness industry. Following my spinal surgeries, I was unsure how to train again. Sang’s guidance and inspiration helped me regain my confidence and get back on track. He is truly an asset to your team and motivated me to my PT course. I also want to mention the warm welcome I received today from Matt and Julian, who made me feel like family. I am certain Sean would have shared that same enthusiasm had he been in. These individuals are more than just staff; they build meaningful, lifelong connections with members. I hope your senior management team values these individuals as much as I do. Best regards, Abs | ARQ Homes

Swimming instructor name bilal spends 75% time talking with other colleagues then teaching pupils. Once before I made complaint about him over the counter but they didn't do nothing. If they put eyes on him they will know his not doing his job properly. I'm member they for last 3 years and I have no complaint about other swimming instructors.

I had a very disappointing and upsetting experience at East Ham Leisure Centre. From the moment we arrived for swimming, a staff member was extremely rude, used inappropriate language, and treated us with a complete lack of respect. The situation escalated when she called a colleague over, who was also very rude and behaved in a threatening manner, saying he would remove me from the pool. What made this experience even more concerning was that I felt I was being treated unfairly in a discriminatory way. No customer should ever feel intimidated, disrespected, or unsafe while using a public leisure facility. People pay to use this centre expecting professionalism, basic courtesy, and a safe environment—not hostility and threatening behaviour from staff. This experience was completely unacceptable, and I hope management takes this seriously, investigates what happened, and ensures no one else is treated this way.

Membership has increased by up to 80% in just two years, far exceeding inflation. "It had to be aligned with the current membership of £53.25" they said, yet the increase is not spread across all members who benefit of the same facilities and upgrade. No off-peak options unless you qualify for concessions at £27. So as charitable enterprise, it gives to some with one hand but takes away from others with the other hand. Attempts to find more suitable options were unhelpful and unclear. The place is huge and have potential for more attractive activities but multiple issues here, stop to justify such a pricey cost in the poorest borough of London. - Cleanliness is a consistent issue, dirty pool edges, poorly maintained showers, and changing rooms that often go unchecked (photos are available). - Some classes frequently start late or overlap, which feels unprofessional and disrespectful to us customers. - Front desk staff are often disengaged rather than make the place welcoming. - Management appears slow to resolve unexpected problems and lacking skills of emphaty when issues are reported. With such a steep price increase, a much higher standard should be expected, especially when little effort is required. Better training how to deal with customer experierces and complaint is needed, even if you dont seem too bother about member retention.

Dear BetterGym Leadership team, I am writing to formally raise a concern regarding an incident that occurred today at your BetterGym East Ham facility. While attempting to enter the gym using the app, I was approached by a staff member, Nicola, who repeatedly stated that I did not have an account. Unfortunately, this was communicated without the level of courtesy, professionalism, and customer care that I would expect from an organisation that promotes community values and inclusivity. Despite calmly showing evidence of my active direct debit payments—totalling £125 per month (£45 for myself, £45 for my partner, and £25 for my daughter’s swimming membership)—my concerns were not acknowledged. I was not asked for basic information, such as my email address, which could have quickly resolved the issue. Instead, the same statement was repeated, which left me feeling embarrassed and dismissed in a public setting. As a long-standing member of BetterGym East Ham, I have chosen to support a community-focused gym over lower-cost alternatives nearby. My family and I have been loyal members for years, with my husband attending this gym for over 25 years. This made the experience particularly disappointing, as it did not reflect the respect or value typically afforded to committed members. I would like to acknowledge that another member of staff intervened, handled the situation professionally, and promptly located my active account using my email address. Their approach demonstrated the level of service I would expect. However, the initial interaction fell significantly short of BetterGym’s ethos of respect, inclusivity, and positive member experience. I believe Nicola would benefit from further coaching in customer service and communication, particularly in handling situations with empathy and professionalism. I trust that this feedback will be taken seriously and used constructively to ensure a better experience for all members going forward.