GLL Omdömen 59

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!

I am both a business partner and customer of GLL/Better and highly value both engagements and relationships.
The people are approachable willing to listen and engaged in all of my experience.
They are focussed on the business model, social enterprise, and this is demonstrated by a number of long serving team members who are dedicated to this activity.
I enjoy my business relationships with GLL and feel they are mutually beneficial.

Our partnership with GLL has flourished since working together as partners, and continues to grow.... GLL have been instrumental in advocating apprenticeships across the Leisure Sector and consistently promote apprenticeship opportunities to their team members. Additionally, GLL actively promotes Lifetime's services to other businesses in the sector, showcasing how they can align with and support their strategies. GLL is committed to ensuring their learners receive the necessary support throughout their apprenticeship journey and utilising apprenticeships to drive their people development strategy and initiatives.

We have been a close partner of GLL for over 10 years and during this time have thoroughly enjoyed our relationship and the consistent focus they have always demonstrated on quality, people and service. Their charitable work in particular with the amazing GLL Sports Foundation which supports numerous budding athletes (many of whom have gone on to win medals at global events such as the Olympics and Commonwealth games) combined with considerable work they deliver and contribute to the wider communities they serve, means we continue to support and enjoy our relationship with them.

Keep up the great work.

Rod Tonna-Barthet
Chief Executive Officer
Kyocera Document Solutions (UK) Limited

Last year, I contacted GLL when they inflicted a dictator on users of Cally Pool. Customers were treated like prisoners and with utter contempt. The usually friendly atmosphere was replaced with an oppressive environment. Staff were in disarray. Instead of addressing the problem, the management tried to fob us off with excuses.
Now, the latest saga. Rampant scamming. Despite being aware that a member of staff operates openly and unfettered for over a year, they have ignored recommendations. Few attempts were made to reimburse staff and ascertain how many customers have been fleeced. What kind of organisation allows a prolific scammer to prey on unsuspecting customers? I did point out that according to Which, scamming should be reported to the police. Basically, management is not fit for purpose. A totally useless outfit which puts their own interests ahead of customers’ wellbeing.

The amount of issues I’ve had with memberships and lessons and activity days being cancelled by error or last minute and struggling to get a refund is honestly a joke.

I have had to freeze my membership of the Waterfront gym in the borough of Greenwich for a couple of months, due to illness, and Ibiomotayo, the customer service member of staff to whom I spoke on the phone recently, was very helpful, explaining the process to me and helping me to complete the form on the website to apply for a temporary freeze of membership. He was courteous and knowledgeable and able to answer every question I had. Another member of staff, Katie, was equally helpful and knowledgeable when I had further questions today, and explained for me how the process of freezing the account worked and how my account would be reinstated when I am able to return.
I have always had a positive and constructive experience with everyone there whenever I have attended the gym, especially during the induction programme and follow-ups with Shun-Yin, who is immensely helpful and supportive, and full of encouragement for a novice entering the world of fitness and exercise.

I made a formal complaint eight weeks ago when I was injured in the sauna because of a broken bench and, despite chasing, they haven't even bothered to reply. They don't treat people like paying customers. I've heard of other people getting injured. I was lucky that I only had cuts and bruises. Someone could be seriously injured because of their negligence. I hope someone sues so they are forced to start taking customer safety seriously.

I find GLL or Better to be a totally uncharitable anti consumer organisation that runs down their leisure centres to the ground.

You can see at my local leisure centre how hard the employees work to keep it going but its clear to see they are run down by a lack of support from the company in all sorts of areas.

GLL have destroyed the reputation of the local
Leisure centres to me and care only for what they can squeeze out of their customers.

Your money is better off going to another leisure facility.

Started with the gym after referral from gp, however due to work was going to be unable to attend for several months. Although was advised would be able to freeze this isn't simple. You need a doctors approved reason. So after being unable to contact the healthwise team. Cancelled with hopes of restarting later. Things changed with work so tried to contact again to cancel the closure of membership. After waiting a week for reply after finally getting a contract email. Was told no. Its to much effort and costs them money to restart. I replied asking more questions, just no answer for 2 weeks now, obviously no answer planned. Doesn't matter the money it costs us to have a membership unable to use. Badly organised.

To whom it may concern,

To record my thanks for your extremely helpful customer service in arranging my regration.
I walkes in to swiss cottage centre and your staff took me theough all the steps with very carefully by explaining the right membership for my needs. I would like to thank the member of staff called Russ who was amazing and went out of his way to help me to complete my membership with a very professional manner.

He is an asset to your compnay.

Many thanks

William leefe

Really incompetent service. I joined the Greenwich Better Gym in Februaryunderbinstruction by my GP and Long Covid Clinic. They offer a £20/month concession for GP referrals. The application and joining system is all system driven and I became a member immediately and was instructed to upload my GP referral within 2 months to qualify for the concession scheme. Otherwise membership costs £50-£60/month which is overpriced in my opinion and for that price I’d rather join a David Lloyd setup that includes spa facilities and state of the art equipment.

I made an appointment with my GP for a referral letter and a few days later received the letter which I uploaded on the system to which I got a response that it was rejected?.. I asked the receptionist if she could find out why it was rejected and she advised me that a specific form has to be uploaded and in order to get that form I needed to consult health wise and to book an appointment with a certain lady who attends to this. As the receptionist is not able to make bookings she advised me to email or call this specific person. I called and the lady who answered the phone took my details and promised I’d get a call back that same day. About 5 days later after no call back, I emailed them. After no response from my email I called again and this time I did get through to a really abrupt lady who told me that because my GP was not Greenwich based, I didn’t qualify?.. As I know that this is not true I insisted that I be put through to her manager, who told me that I did qualify and he would send me the necessary forms to be filled by my GP.

It took weeks to get another GP appointment and I finally got my form filled in a week ago. Both my GP and I sent it to the email address we were advised to send it to and it bounced back, with a message that this email address no longer functions. Luckily I had the managers email address to I sent it to him. He was on annual leave and I was directed to send it to someone else who , you guessed it, did not attend to the email. In the meantime my membership, although paid upfront for the month, was suspended and I could no longer access the gym. I sent a series of complaining emails which the manager eventually responded to 3 days ago when he returned from annual leave and suddenly I got the call to set up an appointment with the person who has to finally meet me personally, the same person I tried to set up the appointment with 6 weeks ago. The appointment is a week away however I was assured that my gym suspension would be lifted so I could access the gym in the meantime.

During the past 2 months of attending the gym, I managed to lose 6kg, get my blood pressure under control and get back into the physical activity regime I had prior to contracting Long Covid Syndrome.

Unfortunately my suspension was not uplifted and instead I received a really lengthy email from the manager apologising for what I’ve gone through with a stream of excuses for how I had been treated - I would have preferred if he had spent the time organising his team to do their jobs efficiently.

Consequently I have not been able to follow my new regime for a week and as I will be going abroad next week, just after my final assessment, for 2 weeks, that will be almost a month of no gym so back to the beginning again for me. My blood pressure is also raised again with all this stress of incompetent service. Ironically my GP advised me to go back to gym to de-stress however it’s made me even more stressed than before…

The council taxes in Greenwich are higher than elsewhere and this is the first time I have ever tried to get some benefit back. It angers me that my council tax funds these people who are either making it so difficult for me to access this facility, or are just basically useless at their jobs and this is the treatment all their customers receive?

My GP said they have this problem with almost everyone they refer to Greenwich / Woolwich Health GLL Better.

These horrible FAKE charity crowd are running down our local leisure centre so the crooked council can develop the land for bh profit.
NOTHING charitable about these people, they employ liars and the biggest liars make managers

Okay so there were three different staff members who made my experience great and they were Yak, Anna & Jaymelee. I spoke to Yak and Anna on Saturday 25th March and Jaymelee on 27th March 2023 about an ongoing and very serious complaint regarding disability discrimination against Better / GLL when all I wanted to do was to book a spa treat for myself and a very dear friend. All three of these customer services advisors you immensely helpful, empathetic, kind, caring, professional, non judgemental and most importantly inclusive and disability friendly.

These staff members are an absolute credit to GLL / Better and I feel strongly that their professionalism should be recognised for exceptional customer services.

It is individuals like these that should be trained up and promoted and receive a bonus and staff aware for the sheer brilliance.

Despite me speaking to you all under exceptionally challenging and difficult circumstances you were ALL beyond incredible and made a very frustrating and difficult experience that little bit easier.

Well done and thank you, I think you are all wonderful human beings :)

My son had forgotten his phone at home and wanted to contact me so I could pick him up. The staff at the front office (Faringdon GLL, 2:20pm) and the manager helped my son get in contact with me and made sure that I had arrived so my son could leave the gym safely. They were also very kind towards my son and I really appreciate their professionalism. Thank you!

I was verbally abused at one of their gyms, which I reported to a member of staff in reception (no one in the gym). I got a follow up email telling me I had been involved in a verbal altercation and asking me to give my side of the story, which I did. They then ignored despite me following up on several occasions. They don't give a monkeys about their customers. Avoid.

Greenwich Leisure Limited - awful - (GLL Better app) awful communications and leisure expertise - not affordable access 2 months membership and not able to book a thing due to the app not working. Shame

I have never come across a business worse than this. Emails are not replied to. They cannot be contacted on the phone. These prople owe me money.

Paid for a full years membership, only to find amenities are not open at the only times I Can attend, contacted same day to cancel for refund, ten days later still no contact from them just emails referring me to there app which is of no help at all cost £108 which looks like I have now lost.