activeNewham

"Wanted to go to the pool, checked the online time table and went to the correct time and slot to find out the pool was not only shut early, but the schedule they went by in the gym was completely different to the one online. Not only that but when I notified staff they said they knew and it’s been like that for a while and that they “were working on it”, Although in reality this would be a very simple thing to fix, so how come you’ve known about it for a while and it’s still a problem? Also, when I signed up, one of the staff members was quite unhelpful, telling me to sign up online even though the system was not working, and insisted I do it that way even though I showed them that it was not working, and I knew they could easily do it from their computers. This went on for a while until another member of staff came by and just sorted the issue out and signed me up from their system in a couple of minutes. Barring the good staff member, customer service is quite appalling."

"I have a Gym membership. This is 1 of the Leisure centre that I go to. The gym area is epic. The swimming pool is good, I'm done lol"

"I used to lifeguard at activeNewham and I can unfortunately admit that in terms professionalism of staff, there has been a downgrade. You will see up to 5 people sitting at reception. Some receptionists were quite rude and inefficient. I have asked to speak to a manager about the cleanliness of the Pool and the Sauna and I was told they were in a “meeting” to then find out they were on break. I’ve waited for a manager for 20 minutes to then have to speak to Tony, the swimming coordinator that doesn’t even have to do with the leisure centre itself. Literally have seen a manager walk up and down the leisure centre for no apparent reason. I am very dissatisfied and disappointed with what East HAM Leisure Centre has become!"

"I have 3 kids attending swimming with active Newham. I called customer service today to change their lessons timings because the current ones do not suit us anymore. Bearing in mind, I have lessons paid until March, they have no other options for all three kids(even on different days, different stages and different leisure centres). I was asked to call the Swimming Coordinator to see if I could pause the lesson for now until suitable spaces are available. I spoke to Tony who was very unhelpful and rude. He told me that he can't deal with changing lessons since quoting "otherwise that's all he's going to do all day". He wasted time explaining to me how I should speak to the teacher to keep them in the same class and give them harder stuff to do (he didn't understand my request in first place- I wanted different timings not different stages). He then got frustrated and called me rude because I wasn't understanding why he is asking me to do this. Tony was very disrespectful telling me that it's not their fault if I decided to book my kids on other activities that is clashing with their swimming lessons. I respect if something can't be done and that there is no available spaces suitable for my need but he handled the situation very badly and was rude. He refused to help any further and hung up impatiently with his last word being read the website. I am now left with booked/paid swimming lessons that we cannot attend. Least he could do is freeze their sessions until any suitable slots are available or at least don't make up lies that my payment was for this particular class at this specific time. I have been with active newham for about 6 years and always have been able to change classes when kids move stages (on teachers request). He also told me that they may have changed in the past because quoting " this is called good customer service". I am shocked by this level of incompetent and have never had to deal with such an unhelpful/rude being that is suppose to coordinate swimming lessons at the many different leisure centres across newham. He had a mobile number which makes me think that he wasn't even at a desk and just wanted to get rid of me and get on with other things."

"Absolutely disgusting customer service, I personally think that the staff need more training to deal with the customers as most of their attitudes are extremely rude and vulgar. They definitely need more system training since they don’t seem to know how to put notes on when a call has been made to cancel. The whole system is just a fail . If you book a class and fail to attend you also get charged for not attending that class . So make sure you phone up in advance so you don’t get charged . The women’s gym you can’t swing a cat in its super small . Other than the issues mentioned above it’s a nice clean place ."