GLL Recensioni 57

Hatfield pool. Avoid if you are disabled, they enable ableist bullying hate crimes against disabled members. Horrific attitude towards disability formerly very supportive towards disabled members but now under new management.

GLL has, by far, one of the most incompetent customer service teams and the poorest operational processes I’ve encountered in a long time. They make their refund process complex to discourage customers and their communication channels are staffed by untrained employees. Save yourself the frustration, don’t waste your time with them if you can avoid it.

My son attends swimming and gymnastics at Sovereign Centre. He finished his gymnastic lessons in July but I still have been charged in August for his lessons and even more than before. I went to the reception (I send multiple emails to Better and got no reply…)Sharni was there. She was very professional and very quickly notice that my son has open two swimming accounts. She immediately cancelled one and gave me email to her manager James to sort out the overpayment. James replied within an hour from my email and everything was sorted out very quickly. Thank you so much for your help and professionalism.

I attended a party today at the Lillie Rd GLL fitness centre, I just wanted to take a min to share what a fantastic time I had, everything from the set up to the end was managed superbly, such friendly engaging staff, massive thanks to Carla, Chanel, and Omar for everything. Fantastic choice of venue 👌

I’ve been a regular user of Olympia Leisure Centre’s spa facilities since 2021, and overall this has been a positive experience. Over the past year, however, my experience has been considerably undermined by the persistent failure of the ice bath in particular — and by a pattern of unfulfilled assurances and a lack of transparent communication around the issues involved.

This plunge pool was introduced over a year ago to replace the previous ice room — which was highly reliable — without consultation. At the time, I raised concerns and was reassured that the new facility would be just as beneficial.

Unfortunately, that has not been the case. The plunge pool has functioned properly only sporadically — often out of service, entirely closed, or running at ambient temperatures far above therapeutic levels (as high as 18°C). Even when functioning, there has been no communication to confirm what has been fixed or whether any issue has been resolved.

More recently, I was told in person by a centre manager that staff are “still learning how to operate and manage the ice bath” — despite it being installed over a year ago. That level of delay simply isn’t acceptable for a facility that is actively advertised and included in membership fees. I was also assured over a year ago that other spa features, such as the malfunctioning monsoon shower, would be repaired — yet it remains in a state of disrepair.

What’s more concerning is the clear disconnect between management and front-line spa staff, who often don’t know basic details such as current facility temperatures or expected standards. Several attendants have expressed helplessness or confusion, with no apparent access to updates or escalation channels. In the absence of information, staff are often left to minimise, deflect, or mischaracterise issues when members raise them — suggesting they are being placed in the role of buffer, rather than being empowered to address problems or relay concerns transparently.

I’ve raised these matters in person and in writing — always constructively — yet have received no meaningful update or resolution. I believe a formal explanation is now due, and a goodwill gesture or partial refund should be considered, given the long-term disruption to a core spa facility.

I understand that GLL is a charitable social enterprise providing accessible leisure facilities to the wider public — many of whom rely on these services for their mental and emotional wellbeing. I would urge management to keep that mission at the forefront when considering how these facilities are maintained, managed, and communicated to members.

[Update – 29 July 2025]
Following my public and Resolver complaints, I received a £66.25 credit from GLL, equivalent to one month's membership. While I acknowledge the gesture, it was issued without any direct engagement, explanation, or response to the core concerns I raised — particularly around the breakdown of communication, mismanagement, and the emotional impact of being repeatedly dismissed over the course of a year.

This wasn’t about money. It was about trust, accountability, and respect — none of which were ever addressed directly. A credit may resolve the financial aspect, but the deeper issue remains unacknowledged.

I hope GLL reflects more deeply on how it handles long-term service failures and the people affected by them — not just the spreadsheets.

Update – 27 August 2025

Following my original review, and opening a case on Resolver, I received a reply from GLL’s Partnership Manager, Adrian Walker. While polite in tone, it continued the same pattern I’ve experienced throughout: vague reassurances, selective acknowledgment, and procedural deflection.

Key feedback (e.g. about the monsoon shower fault) was ignored completely, and I was asked to move the complaint off Resolver and into a postal system — further reducing transparency.

The core issue remains: not just broken equipment, but an inadequate culture of communication and addressing customer feedback.

Best experience in the UK, I have been training at Thame leisure centre for a while and I have to say it's very charming place to training, also there's a very good staff working there, they are very friendly and helpful in what they do but there's a very special person that to me she makes the difference and her name is Vedia, since I go there and I see her she's always doing something, specially the cleaning, tks to her our gym is always tidy and organised, also she's always helping people when they need something. God bless you Vedia, you are the number one. P.S my special tks goes to everyone else.

Our company was selected to install a large Solar PV system onto one of GLL`s Leisure centres in Rugby in order to reduce the centres Carbon footprint. It was a pleasure to work with GLL, in particular Nicola & Paulo, who went above and beyond to ensure we had all the information we required in order to undertake the task and make it as smooth and efficient as possible. Paulo & GLL were extremely accommodating in ensuring we could carry out our required tasks whilst the site remained open so that the members of the Leisure centre did not lose out. We look forward to working with GLL again where possible and we hope you can see the benefit of your Solar PV and the centres carbon footprint reduction.

We have supplied GLLRugby with fuel for their biomass boiler for a number of years and I would like to unreservedly commend them on the highly professional manner in which they run their business. They are straightforward to deal with and engender a strong feeling of fairness. It has been clear to us on various occasions that they make decisions based on what is the right thing to do rather than what is in their businesses short term best interest. They clearly take the long view and are ethical about the decisions they take. I would also like to acknowledge all of the staff who work at Rugby. Without exception they are courteous and helpful and a pleasure to deal with. Thank you for your business over the past 5 years.
Chris Thresh.
Estate manager.
Marston Lodge Farm Partnership

For a so-called "Certified Social Enterprise" they have been very unsympathetic to an accidental non-cancellation period of 8 months when I moved away from the area.

I left the area last year and thought I had cancelled it. It did not go through and I forgot about it. My oversight on that part.,

Having not set foot in the gym once in 8 months, I politely requested they refund me. It's nearly £400.

They have not accepted my request and not been very helpful at all.

GLL adopt a collaborative and supportive posture, when it comes to engaging with its neighbouring community partners. I am the Treasurer for a community bowls club, located a stones throw away from Better - Queen's Diamond Jubilee Centre. Over the last 12 months my committee have forged a new relationship with members of the GLL team, who have been nothing short of excellent. I find it refreshing that a large organisation, compared to others, still actually takes the time to listen to its community neighbours and actively tries to support, where possible, through advice, sponsorship and experience.

We have been a working partner for GLL for over 5 years now, covering multiple centres.
Always a pleasure to work with and always stick to agreed payment terms.
We look forward to our continued relationship.

Was there 3 years was expressly told that I wouldn't be over paid, 1 month later OVERPAID. raging with TL DB, literally sat me at the DM desk and said no it's okay everything is fine.

So that's me down £600 for Christmas.

Just make sure when you leave you get the correct information.

As a regular person with partner with GLL (Lbwf) , our kids were regd with an Activity..

GLL staff were made known in 2023 about illness and monies been taken from our acct unknowing to us whilst Mrs ( pregnant) & Partner ill in hospital & bereaved ie asthma, long covid, diabetes etc ...This continued for a very long period where monies were taken....

Previously we were threatened with loss of space our kids had held for long while and the request for their swim certificates not given despite numerous requests (it was frustrating)

As time went on admission to hospital was necessary just as major surgery was repeated this 2024 too.

Whilst there were good communicators amongst staff and helpful...the main helm refused to listen even as frustration took one over the edge thus our dtrs have lost valuable learning lesson periods of many mths, mind you kids are child carers too!

Our gripe is the refund which for many mths was taken by DD b4 we were shown/ told how to temporarily stop...

As the new Swimming season term begins ie September 2024 we would like to recomplain & escalate this to HQ/ mgr level as we lost a lot and feel aggrieved that we find this 1 of only way 😢 to make feeling felt...

Solution: if resolution for refund can be sorted we will definitely like to come back on board otherwise we aim to go to a small claims court for the trauma & loss.

GLL have been a customer of ours for over a decade during which we have formed a great working relationship. They operate to very high standards and are a pleasure to deal with, we have found the staff to be very professional, trustworthy and they really care about their business and customers. Looking forward to continuing to work with them for many more years.

Fantastic relationship built with GLL over the last several years. Their values resonate with ours in that they truly take care of their own, colleagues, customers, partnerships, relationships. We are extremely satisfied working together and look forward to continuing to do so for the next many years.

I have had the pleasure of working for and currently with GLL for a number of years. They are a great company that truly value supplier relations, working with ourselves at Fitronics to develop the product to match their needs and benefit the wider industry, the feedback that they provide is invaluable. The relationship that has developed allows us to have open and honest conversations which helps to work through any challenges. We look forward to working with GLL for many more years to come.

GLL have been a customer of AccessPay since 2020. GLL are using the software for Bacs collections and credits.
Emily and her team are diligent in constantly looking for areas to improve business operations, ultimately leading to a better customer experience. This is achieved by reducing the level of risk exposed to GLL around collecting operations, as well as increasing operational efficiency, so employees can spend more time on value-added tasks.

It's been great working with Emily and I look forward to our continued partnership.
Matthew (Account Manager)

We have worked with GLL for several years, they are a great company that have an energetic, passionate and professional team that constantly delivers success. They excel in the fitness industry and really inspire their customers to become fit and healthy, hence why they are the market leader. Working with Emily and Stephen is a pleasure, they give clear guidance on where they are going, and how they want to get there. GLL are amazing business partners, we look forward to working closely with them going forward.

I have thoroughly enjoyed working with GLL. Their business approach is both pragmatic and thoughtful, making them invaluable partners in every sense. Emily and Steve consistently demonstrate a deep understanding of their goals and our vision, playing a crucial role in driving successful outcomes. Their professionalism and skill in navigating challenges have made our collaboration seamless and highly productive.

What stands out most is their strong commitment to GLL's mission as a charitable social enterprise. They’ve worked diligently to ensure our partnership delivers both business value and supports our shared goal of positively impacting the communities we serve. The GLL Sport Foundation’s impressive 15-year track record speaks volumes—they’ve played a key role in addressing sports inequalities and providing consistent support, even during challenging times. Their future plans to grow athlete numbers, increase grants, and offer services like rehabilitation and mental health support reflect their ongoing dedication to nurturing UK talent.

Emily and Steve embody the qualities of exemplary business partners—dedicated, strategic, and perfectly aligned with our values. I look forward to many more successful collaborations with them!