Frequently Asked Questions

General enquiries

Do you hold onto lost property?

  • Lost property will be kept in a secure location for a short period of time. If you have lost an item, please speak to a member of staff who can look into this for you. Please do not bring valuables to the leisure centre.

Is there a place to store my child’s buggy securely?

  • Day to day we allow carry cots into the venue however, we don't allow children's buggy's.

Can I film or take photos in the centre?

  • Please always check with a member of staff before you take any images. Photographs are not to be taken in any changing areas. Commercial photo opportunity requests can be submitted by completing a Commercial photography/filming enquiry online.

What car parking is available?

The car park is for venue users only and has 40 standard bays at the rear of the building, with 10 blue badge bays, and motorcycle spaces near the main entrance. There is a parking charge of £45 for non-venue users. The car park may be closed on major event days, when the Multi-Storey Car Park at Queen Elizabeth Olympic Park can be used. You can find out more information about car parking at Queen Elizabeth Olympic Park here.

How do I give feedback on Copper Box Arena?

  • Feedback is important to us, and if you feel we have got something wrong or left you feeling dissatisfied, we’d like to hear from you, find out how here. If you feel that we have done a good job, we would love to hear about that too. Direct feedback can also be emailed to your home centre via your local leisure centre webpage.

Are you using health and fitness facilities?

How do I get started in the gym?

Should I have an induction before joining the gym?
  • Whilst inductions are not mandatory for adults, we recommend booking one with one of our expert fitness coaches who will help tailor a bespoke gym experience based on your specific needs. Depending on your experience, we can either provide you with a workout programme to follow, with regular reviews, or a simple orientation on the equipment and the opportunity to ask for advice.
  • Please note gym inductions are mandatory and free of charge for all Better Health Junior memberships.
Can I train with other people at the gym?
  • There are currently no restrictions on mixing on the gym floor. Private personal training sessions are not allowed within the gym and this service is provided by our partners YourPT. 
What is your equipment cleaning process?
  • Gym users will be expected to wipe down their own equipment before and after use
  • Spray bottles filled with a disinfectant solution and paper towel will be available for gym users to wipe equipment with
  • Members are asked not to use their sweat towels to wipe down equipment

How can I make a booking and payment?

Are the bookings free?
  • If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee.
  • Pay as you Go members will pay a discounted fee to participate in an activity at participating locations included within their membership.
  • Casual users will pay a fee to participate in an activity
Do I have to be a member to make a booking?
  • You do not have to be a member to attend an activity or make a booking, however, you will need to create a free online account before you can book an activity.
  • Pay as you Go memberships are also available to purchase and provide the membership holder with discounted activity fees. 
  • Visit the Better customer portal and select 'create an account', or visit our video guides to booking to learn how to create a free online account as a non-member.
How do I book a session?
  • Customers are encouraged to book online to guarantee their activity date and time.
  • Bookings can be made online by selecting your preferred venue here, or via the Better UK App.
  • Click here for information about booking activities online or via the Better UK app.
Can I buy a day pass?
  • To purchase and book a session for gym or other activities, click here.
Can I reset my booking / member account password?
To reset your password
  • Visit the Better customer portal here
  • Click the 'Log in' button
  • Click ‘I have forgotten my password’ and then enter your email address or Customer ID and select 'Continue'
  • You’ll then be sent an email with a link to reset your password
To update your password
  • Log into the Better customer portal here
  • Click 'My details' from the options on the grey navigation bar
  • Under the 'personal details' section, you will find an area to update your password
  • Click the 'Save changes' button to confirm your updated password
I don’t have a debit/credit card, can I pay for a booking?
  • Payments are required at the time of booking. Note that most of our centres are cashless. Please check with your local centre for more details.
Are the bookings free?
  • If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee.
  • Pay as you Go members will pay a discounted fee to participate in an activity at participating locations included within their membership.
  • Casual users will pay a fee to participate in an activity
Do I have to be a member to make a booking?
  • You do not have to be a member to attend an activity or make a booking, however, you will need to create a free online account before you can book an activity.
  • Pay as you Go memberships are also available to purchase and provide the membership holder with discounted activity fees. 
  • Visit the Better customer portal and select 'create an account', or visit our video guides to booking to learn how to create a free online account as a non-member.
How do I book a session?
  • Customers are encouraged to book online to guarantee their activity date and time.
  • Bookings can be made online by selecting your preferred venue here, or via the Better UK App.
  • Click here for information about booking activities online or via the Better UK app.
Can I book a session at another Better leisure centre?
  • Yes, you can book sessions at other Better leisure centres. You may be charged a fee if the location or activity is not included within your membership.
Can I attend without having a booking?
  • We encourage customers to pre-book online or via the Better UK app, however our staff will be available to help if you would prefer to walk-in and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.
    If you have a membership that includes gym access then you are no longer required to book and can simply turn up and scan your membership card or barcode on the app to gain entry to the gym.
Can I bring my carer with me? Do carers require a membership?
  • Yes, you can bring your carer with you. If you are paying to use our facilities, your carer won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity
I haven’t attended a fitness class before or don’t feel very fit, will I be ok to attend?
  • Yes!  Most of our fitness classes are suitable for all ages and abilities and are encouraged to work at your own pace along with our fitness instructor’s guidance. Our basics range of classes are particularly suitable for beginners and those new to exercise, details are available on our Better app and website.
How long do fitness class sessions last for?
  • Fitness classes vary in length depending on the discipline from 30, 45, 50 minutes. Please check the Better booking app or website for details of a particular class length.
What if I can’t attend my session?
  • We understand things come up and you may need to cancel your pre-booked activity. Out of consideration for fellow members, we ask that you cancel your booking no later than 4 hours before the activity start time to allow another customer to take your time slot.
    You can manage and cancel your bookings through the Better UK app. A no show charge (currently £3) is automatically applied if you cancel with less than 4 hours notice of your booked activity. Activity fees are non-refundable in the event non-members or pay & play bookings are cancelled or not attended.
    Refunds can be requested for exceptional circumstances by submitting a Refund Request form online. Please check activity terms and conditions for further details.

How do I sign up for a membership?

How do I join as a new member?
  • View the Memberships section of our website for further information about joining as a new member.
What are my membership options?
  • We have a range of Better Health memberships to make the most of a healthier lifestyle with inclusive access to our gyms, swimming pools and fitness classes, plus discounts on a range of other activities. Explore your options here. 
Can I see the leisure centre before joining?
  • Tours of the facilities are available with a member of the centre team. Check opening hours at your local leisure centre and pop in for a tour during those hours.
Do you offer discounts for students, NHS workers or corporate memberships?

How do I freeze, change or cancel my membership?

Can I change my home centre?
  • Yes you can change your home centre by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request.
How do I cancel my membership?
  • We don’t want to see you leave. If you’d like to review your membership type instead, please complete a Customer Service enquiry here.
    If you are unable to find a suitable alternative membership, you can cancel your membership and review your final payment date by following the instructions below.
  •  Via desktop
    • Log into the Better customer portal here
    • Select 'My Account'
    • Click 'Memberships' from the options on the grey navigation bar
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Cancel membership' and follow instructions on screen
  • Via mobile or the Better UK app
    • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
    • Ensure you are logged in and select 'Account'
    • Select 'Memberships' from the drop down options
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Cancel membership' and follow the instructions on screen
    • We will be very sorry to see you leave and we’re always here if you’d like to come back.
How do I freeze my membership?
  • You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating due to pregnancy or medical reasons. If you’d like to freeze your membership type, please follow the instructions below.

  • Via desktop

    • Log into the Better customer portal here
    • Select 'My Account'
    • Click 'Memberships' from the options on the grey navigation bar
    • Scroll down the page and select the 'Manage membership' button
    • Select your reason for requesting a membership freeze
    • Choose your membership freeze start date and time period

  • Via mobile or the Better UK app

    • Log into the Better customer portal here if on mobile or tap the 'Buy & manage membership' button if on the Better UK app
    • Ensure you are logged in and select 'Account'
    • Select 'Memberships' from the drop down options
    • Scroll down the page and select the 'Manage membership' button
    • Select 'Submit a freeze request' and follow the instructions to request a membership freeze.
      We may require reasonable evidence to support your request which can be uploaded when submitting a membership freeze request.
Can I change my membership type?
  • Yes, you can change your membership type by submitting your request via a Customer Service enquiry here. Changes are subject to the conditions and benefits of memberships in different locations. Please check available membership types at other locations before submitting your request. 
I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?
Can I change my bank details or the date of my direct debit?
  • During the joining process you will be given the option to select your desired Direct Debit collection date.  This date will need to remain the same for the duration of your membership.
    Bank details can be updated, provided you have an active Direct Debit instruction.  Please contact us via our Customer Service team here as soon as possible if you require further assistance.
Who can I contact if I have questions about my membership?
  • If you are unable to visit us in person, please submit a message to our Customer Experience team via our website and we'll get back to you shortly.

How do I manage my membership payments?

I cancelled my membership Direct Debit directly through my online banking. How do I reactivate my membership?

Can I change my bank details or the date of my direct debit?
  • During the joining process you will be given the option to select your desired Direct Debit collection date.  This date will need to remain the same for the duration of your membership.
    Bank details can be updated, provided you have an active Direct Debit instruction.  Please contact us via our Customer Service team here as soon as possible if you require further assistance.

Who can I contact if I have questions about my membership?
  • If you are unable to visit us in person, please submit a message to our Customer Experience team via our website and we'll get back to you shortly.

Are you attending an event?

Can I hire a facility or venue for an event?

  • If you are interested in booking the venue for a public, private or commercial event, please contact our events team by visiting our dedicated Venue Hire Page.