Information from the Better App on the transition
We would like to extend our gratitude to all our valued members and visitors for being an essential part of our community over the last 16 years. We want to inform you that
leisure centres in Lambeth will be transferred to Lambeth Council to operate from Saturday 1st April 2023. Lambeth Council, trading as Active Lambeth, will therefore be responsible for the management and operation of the leisure centres and we want to provide you with all the information you need to navigate this transition.
We understand that this news may raise some questions and concerns and we aim to address these in the following FAQs. We appreciate your loyalty and support and we are committed to making this transition as seamless and positive as possible for our customers and the community.
General:
- When will the transfer take place and how will customers be notified of any changes?
The last day of operation of Lambeth leisure centres by Better will be Friday 31st March. Active Lambeth takes over operations from Saturday 1st April 2023. All existing Lambeth members will receive emails throughout March, detailing essential information and updates regarding their memberships and bookings.
- Which centres will be affected?
From 1st April 2023, Active Lambeth will be responsible for:
Brixton Recreation Centre
Clapham Leisure Centre
Ferndale Community Sports Centre
Flaxman Sports Centre
Herne Hill Lifestyle Centre
Streatham Ice & Leisure Centre
West Norwood Health & Leisure Centre
Please note
Better will continue to be responsible for the management and operation of Vauxhall Leisure Centre only from 1st April.
- Will there be any disruptions or closures during the transfer process?
We anticipate minimal disruption during the transfer process and all centres will continue to operate as usual during this period. There may be some changes to staff at your local centres, but a lot of the existing team will remain and centres will continue to operate as usual.
- Will the transfer affect the overall quality and accessibility of the leisure centre facilities for the community?
Please visit the
Active Lambeth website for further information.
- Will the council be investing in any improvements or renovations to the leisure centre facilities following the transfer?
Please visit the
Active Lambeth website for further information.
Memberships:
- What will happen to my membership?
Throughout March 2023, Better will be communicating to all Lambeth members via email to explain the transfer process to Active Lambeth, with regard to existing memberships.
- What will happen with my personal data held by Better after the transfer?
From 1st April 2023, all customer data that we hold will be transferred to your new leisure provider, Active Lambeth. This includes our Lessons and Courses programmes. To minimise disruption to service, your data will be processed in accordance with Data Protection regulations, with Active Lambeth becoming the new data controller. We will contact you to let you know when this transfer has taken place.
As Vauxhall Leisure Centre will continue to be operated by Better, there will be no change for members based at this centre.
- What will happen to my Direct Debit payment?
From 1st April, Active Lambeth will collect all Direct Debits or membership payments. To ease the transition for all customers, all membership details and banking details (if applicable) will be securely transferred to Active Lambeth, and memberships will continue to run as normal.
Please visit the
Active Lambeth website for further information.
- Will the transfer affect existing memberships and any pre-paid sessions or classes?
Any pre-booked classes or activities will go ahead as planned.
- Can I access other Better leisure centres, outside Lambeth after April 1st?
If you have UK-wide membership access you will be able to use any of the 250+ Better leisure centres. If you would like to update your existing Better membership to UK-wide access, or change your current membership location, please contact our Customer Services Team before 1stApril on 0330 123 1500 selecting option 4 then option 1.
- Can I keep using Vauxhall Leisure Centre if it’s included in my membership?
We will be communicating to all members via email in March, regarding access to Vauxhall Leisure Centre and your existing membership.
- Can I transfer my membership to Vauxhall Leisure Centre?
Yes. If you have a Lambeth partnership-wide membership you are able to transfer your membership to Vauxhall Leisure Centre.
- Can I cancel my membership?
If you would like to cancel your membership before Friday 24th March 2023, please email
lambethme...@gll.org Alternatively, you can cancel via the Better UK app – simply go to the My Account section, select My Memberships, scroll to the bottom of the page and tap Manage Membership – and choose the Cancel membership option.
Sports clubs, schools and community groups:
- Will the transfer affect our existing contracts or agreements?
No. All existing agreements will transfer across to Active Lambeth in their current format.
- Will the transfer affect the fees and charges for using the leisure centre facilities?
As the transfer takes place 1st April 2023, any changes in fees will be communicated by Active Lambeth.
- Who do I contact to enquire about a booking / partnership before March 31st 2023 and/or after April 1st 2023?
Booking enquiries made before 31st March will be handled by Better in the usual way. Future bookings, post 1st April, can also be made up to a month in advance.
From 1st April any booking enquiries will be handled by Active Lambeth.
Activity Bookings:
- Will I still be able to use the Better UK app to book classes, swimming and other activities?
The Better UK app will be available to book activities across the Lambeth leisure centres until 25th March 2023, including advance bookings for activities up to 31st March. From 1st April, Lambeth leisure centres will not appear on the Better UK app, other than Vauxhall Leisure Centre.
- I have a birthday booked after 1st April. Will this be affected? Will I lose my deposit? Will the final balance change?
No. Any bookings made prior to 31st March 2023 will be transferred and honoured by Active Lambeth from 1st April 2023.
Lessons and courses (swimming lessons, gymnastics and ice skating etc):
- Will the transfer affect our existing lessons or classes?
All existing lessons and courses will transfer to Active Lambeth in their current format, from 1stApril 2023.
- Can I transfer to another Better Swim School?
Yes. Please contact your home Better leisure centre to discuss a transfer before 31st March 2023.
- Will the cost of lessons and courses change after the transfer?
Please visit the
Active Lambeth website for further information.
- Will my / my child’s teacher at the leisure centre change after the transfer?
Please visit the
Active Lambeth website for further information.
For any other questions or queries regarding services within your leisure centres after 1stApril 2023, please visit the Active Lambeth website.
ACTIVE LAMBETH