GLL Reviews 57

Awful migraine inducing money saving change to music used during workouts. Some good instructors have left. Urgently review and change the policy so that instructors have the freedom to use music matching their energy/vibes. Disappointed by a social enterprise not being more aware and accommodating inclusivity of a plethora of music types/styles. Considering options for alternative new gym membership.

I am bitterly disappointed with the decision to change the music policy for group classes that have been successfully run and fully enjoyed for decades now.  I currently do 8-9 classes, over 4 days of the week, so as you can imagine, they are a huge part of my life. Not only has it contributed to my physical health, but my mental health too. The music played by the instructors was a huge part of that. 

Namely the Step Aerobics classes where the app based music is too slow for a meaningful and worthwhile class. For context; I do Step, followed by BodyCon on a Sunday morning. Before the policy change I would have to change my top between classes, but now it is not necessary as I'm hardly sweating, even though the music is the fastest that the app has to offer.

The same for Wednesday evening Step; I used to come home with my top completely soaked, but the last 2 classes was not the case. I have done this class for 11 years now and we use the same CD every week, BY CHOICE; the App based music does not compare. It is just annoying noise and the energy of the Step classes has really suffered. We are not getting out of breath and we are not sweating. What is the point of that? These classes are intermediate/advanced level and we are operating below beginner level. Normally I wake up on a high every Thursday morning, but now I just feel flat. The buzz of Wednesday evening classes has gone because the music is now terrible. 

It's very unfair for the instructors who now have the impossible task to try and replicate the same energy and vibe. It is not possible without the same music. Namely UK Garage, UK Funky House, Jungle, Grime. The fact that these genres are all "homegrown", but have not been considered is ridiculous.

The strength classes are just about bearable, but again not enjoyable due to the irritating noise of the app-based music.

Already I have become someone that has to force themselves to come to the gym now; I no longer get the same joy and buzz from the classes and I am obviously not going to continue with my membership if things do not improve. It also leaves a bad taste in my mouth to witness how the instructors are being treated here, just because of money.

The gym classes and our longstanding instructors are a huge part of our community. Their music is integral and it makes the class what it is. There are a few instructors whose classes I choose not to attend, purely because of their music, which is not to my taste. 

This is just another thing in a long line that we have seen from Better/GLL which show that they do not have any regard for a) their instructors that have given 25+ years of service. b) their customers who have enjoyed many years of classes with specific music and instructors. 

It's also no surprise that it's mainly women who are disadvantaged by this, since it is us that enjoyed the classes. 

I have been advised that they believe we should see "little noticeable impact" to our classes, but this is grossly incorrect. 

I have also been advised that they have researched and added extra genres like Afrobeats and Bhangra; basically none of the ones I have mentioned earlier. 

I hope they see sense and stop this madness.

Zero stars for forcing class instructors to use a horrible royalty-free music app that *everyone* hates with no consultation or warning, just to save a few quid.
So-called 'music' is re-recorded/AI generated slop and app/tablets the instructors have to use seem to malfunction all the time.
Classes are only as good as the instructors. If they leave because of this policy, so will we.
LISTEN TO YOUR MEMBERS AND INSTRUCTORS AND SCRAP THE APP!

Don’t be fooled, they are not a charity but only interested in making a profit. Customer and instructor opinions were railroaded to introduce the new extremely unethical royalty free music policy which they claim not to be AI generated which is the biggest joke ever. In one class the instructor was a last minute cover who probably doesn’t even have access to the app. After class three thugs from the centre descended on him to accost him on the music. I didn’t stay to check what happened next but I assume he is in a concentration camp somewhere. Their customer services could only copy and paste information from the website and ignore any other question you may have. The change in policy was obviously kept quiet so people on annual non refundable plan would renew without knowing the facts. This is not even the worst of what I’ve heard regarding covert moneymaking plans they have on the expense of their instructors. They’re a disgrace.

Since the changeover to royalty free music , classes have been starting late as the instructor doing the class are unable to connect to the centres WiFi. NO available infrastructure put in place to help. Music available is so dry that the class has no vibes via the music no more. Very disappointing and on top of that they want to increase the membership. WTF

Sudden change to use of music that the teachers are able to chose to a weird app that has horrible music quality. Also the music cut out in the middle of exercise sequences for practically every song the instructor tried to play in the class. Eventually had to abandon the situation.
Unless the management rescinds this change, I can’t recommend this national gym chain anymore. Teachers are okay of course, but the accompanying music was really bad. Teachers didn’t like it either.

This place is nepotism centre. If you're not the assistant general managers nephew, you're his goddaughter and if you’re not that, your someones sibling. Let’s begin with the assistant general manager who has overstayed his rotation of centres and is coming on to at least 3 years in the same place. What's he doing there for that long?!
Moving on to the general manager who does f-all, tell me how does one start their shift at 8am and (AS A GENERAL MANAGER), leave at 12 noon. Now Heavens forbid something happens inside that centre, all hell will break loose, as she single-handedly tries to find any and everyone but herself to blame for whatever goes wrong.
Now back onto that assistant general manager, my oh my is he cunning and strategic about who he is nice to, best believe that you will do every job under the sun if that man has his way; but don’t get it twisted if you’re related to him, you shan’t break a sweat and you won’t be questioned. Further on his case, this same man got an UNDERAGED child DRUNK at a work party… Let that sink in. And this is meant to be a ‘charitable’ organisation who place ‘community’ at their core.
Oop, lest I forget, the partnership manager’s son also does NISHHH but guess what? he is a duty manager there and he and his girlfriend could virtually get away with anything because they are untouchable. What really pains me is the fact that people who are actually hardworking and love their job get next to no recognition and aren’t being promoted.
Now onto working conditions, you are given 30 minutes to clean something you atleast need 45 minutes for by the end of mopping, you’re actively wiping dirty water over a dirty mat. I’d be more careful about that nasty soft play area- is it cleaned properly: no, is it meant to be for children: yes. Is that equation adding up?!
So my fellow passengers on this journey we call life, the next time you visit or walk past this centre, remember that its a whole new world inside for the staff, one structured by a disgusting root in hierarchy, conservativity and the abuse of power.

Recent changes in music policy at all GLL (Better) gyms means instructors can’t play their music of choice I their classes but instead can only use this app called Power music or something like that. The music from this app is generic and sounds like is AI generated and absolutely horrible! They also just increased my monthly payments!!! What a joke I’m leaving. Hasta la vista baby!

Just spoke with Dylan and he is an amazing young man, I have learning difficulties and fons the app tricky to navigate, Dylan was so patient and understanding and solved my issue immediately. So friendly and professional ! GET THAT MAN A RAISE 🌟🌟🌟🌟🌟 Thank you Dylan 😊

I have been a loyal and committed GLL member for over 20 years, traveling across London for fabulous, fast, highly choreographed dance fitness classes at their centres in Hackney, Waltham Forest, Richmond and Gunnersbury Park, but now have no choice but to leave due to their forthcoming change in music policy. I am not alone- along with a large number ladies we have have submitted a petition, written to countless GLl senior staff, including customer services, the GLL chief executive Peter Bundey; GLL’s Head of Fitness Marco Coppola; GLL’s National Fitness Class Manager Wendy Edwards; and the Mayor of Hackney Caroline Woodley, who has executive oversight of leisure centres in Hackney, we have also expressed our concern to our local MPs and councillors, which is especially important given GLL centres operate on behalf of local authorities. All any of us have received is a standard boiler-plate response from GLL, with no recognition of the negative impact of this change to music choice will have on the diverse communities served by GLL across the UK, or indeed an offer to revert back to the existing approach, paying PRS royalties (which works out at about £2.25 per class, according to the PRS, who we’ve also been in contact with.)

Our dance fitness instructors are all committed dance professionals who take pride in the selection of a carefully curated selection of music to motivate us through often challenging classes with sophisticated routines. We benefit from dancing to original music including Ukrainian folk dance, Irish dance music, Nigerian rap, African beats, Latin American Salsa, Argentinean tango, Spanish flamenco, plus original music by the wonderful diverse musicians we have in the UK. Musicians benefit too through our instructors choice of music, by the payment of royalties.

So what’s the issue forcing us all to leave? GLL/ better gyms across the country are making all instructors from March 2026 to use an American ‘PowerMusic’ app to save, I understand, a reported £1m a year on paying music royalties. Original music powers you through challenging routines, and Instructors’ choice of original music connects class participants to the communities they serve and directly contribute to GLL membership retention and engagement. The lack of diversity of music choice on this app, reengineered by AI to a standard beat, will directly and negatively impact upon class enjoyment and range and depth of choreographic intent. It also adversely effects a key under-listened group of GLL members- older global majority women- for whom health inequalities is a particular issue.

Those members objecting are being told to leave GLL, and teachers are being told to give original tracks to GLL who will upload it to this app to be AI reengineered to avoid royalties payments.

In the last week three different (and excellent, long serving) class teachers at three different centres in three different London Boroughs have announced their dance classes will no longer continue beyond March due to the change in music choice. As a customer, I refuse to dance to sub-standard AI generated music which robs musicians of their fair royalties, and me the opportunity to dance to music that reflects the diverse communities we all live in.

Finally, I would press upon GLL to listen (rather than talk at) its members and class teachers. I was shocked to learn this week that class instructors have been threatened with disciplinary action if they talk to class participants or the press about this change.

GLL has leisure centres all over the UK; many in London. Its offer is patchy - the equipment is often poorly maintained, they don’t listen to customers’ feedback, some centres could be cleaner etc. However, one of its great strengths has been the diversity of instructors and their freedom to express themselves by choosing their own music. It seems that’s about to be sacrificed in favour of corporate, AI driven crap. If / when that happens I’ll be cancelling my membership and going for a run in the park instead.

Apart from the impact on customers, it’s an appalling way to treat its workers. I love the fact they’ve been able to express themselves in through their classes. It looks like GLL doesn’t value that.

I had the pleasure of speaking with James Gough, and I can’t recommend him enough! He was incredibly helpful, had a fantastic attitude, and guided us through everything we needed in the form. James made the process so much easier and stress-free. A big shout out to him, thanks for all your help!

I have only experienced fantastic customer service from GLL. I have contacted them multiple times in recent weeks regarding different aspects of my Better membership (I’m a new member) and the team have consistently responded promptly and been really helpful. Recommended.

I called GLL to discuss about my membership renewal on several occasions. However, the best experience I had with the customer service team was with James Gough today. He listened and he was really helpful. He didn't rush on the phone and was very clear in explaining. More than anything he knew what he is talking about He took the ownership of the query and directly contacted the relevant person in membership team via email. He even took the time to call me back with an update. This shows his dedication towards the service he provides to the customers. This is the best service I had with GLL customer service regarding my renewal. He is truly a fantastic team member you have. I wish him all the luck in his job.

Called for some help regarding Better membership. Spoke to a staff member named James Gough who was excellent. Really friendly, really helpful and got my request sorted immediately.

I am a long time member of GLL/Better in Waltham Forest and am very happy with the fitness instructors and range of exercise that is available over the course of a week.
My issue is one that will affect all class attendees in a matter of months. It appears that GLL is not prepared / able to pay the annual PPL (licence) fee which is payable allowing commercial music to be played in public places - this ensures musicians get their royalties. I’ve no problem with this, but GLLs solution is to use “musak” which is akin to supermarket indiscernible background music or require their instructors to pay a monthly fee (via a ppl app?) so that they can play the music we are used to which is current, popular and diverse
The first of these proposals is a non starter, who do you know that does funky fitness to uninspiring/bland music? The second is diabolical! GLL need to recognise that without their Instructors their classes wouldn’t be oversubscribed; the Instructors popularity is obviously to to their professional expertise but also because they deliver their classes with music that is motivational, inspiring and captures the spirit and objectives of the session. To expect them to pay for this when they aren’t paid that well per hour is a travesty. Our fees rise without exception every April; surely the nationwide budget can be revisited or HQ could negotiate how much is paid nationwide rather than on an individual level with each borough/county commissioner. But PLEASE do not load the cost onto the Instructors unless GLL is going to top up their hourly rate to cover the fee or reimburse them each month

I understand that a number of petitions are out there for members & supporters to express their concern I urge you to speak to staff /Instructors / other members at your local centre to find one to let them know we don’t agree with this charge & GLL need to identify funds from elsewhere

I called Better due to confusion regarding membership options due to my long term disability. I had the pleasure of speaking to a very knowledgable and personable person, Dylan Blue. Firstly he asked all the right questions and understood exactly what my needs were. He came back with so much information from membership pricing, locations, amenities and workout strategies. He was patient and answered all my questions, I am truly grateful for the help and I feel confident and excited to make use of all the services available.

I called in about the Manchester aquatics centre and I spoke to a lovely agent who I believe was called Dylan we began the call with me enquiring about a membership, however after speaking to them I left happy knowing I was going to get not only the best deal but the most fitting deal for myself. Was incredibly refreshing to be able to speak to someone who had my best interests at heart.

I made a complaint on 11/10/25 about an incident at The Waltham Forest Feel Good centre where my grandson hit his head in the trampoline bounce area at a party. He is 4 years old. He had a huge egg size lump come up on his head and the girl supervising had zero first aid knowledge. She didn't check him or ask for any info to record the incident. She did not know where the first aid kit or ice pack was. Luckily a Dr was a guest at the party. My partner attended the centre the next day and no one had a clue about the incident. They said they would get back to him when they checked the incident book. No contact received.
I emailed a complaint on 11/10/25 and was told someone would contact me and they would investigate. It's been almost a month and no one has come back to me despite me emailing for an update twice more.

Gosling Spots Park - once again their car parking ticket system which you have to use to be able to park there, wasn't working. This appears to be a very constant theme - the system fails monotonously. I have complained several times before, it takes them ages to rectify the faults, and the faults reappear rapidly