Since Lambeth leisure centres transferred from Better to Active Lambeth on 1st April 2023 the service provided has been shambolic. Many customers are reporting:

-          loss of credit they had on account with Better before 1st April. Credit has not been transferred over and there is no clear guidance on how to get a refund. Members are being given the run-around. 

-          Membership T&Cs not being honoured, despite Active Lambeth promising nothing would change. For example, West Norwood members who were able to access the facilities at all Lambeth Centres now must pay to use other centres. People with memberships which included sauna and steam (e.g., disabled & NHS corporate) now must pay to use those facilities. This is not honouring membership T&Cs.

-          Memberships being cancelled rather than transferred over without customers knowledge.

-          No clear complaints procedure and unhelpful responses/ no response at all to emails and phone calls.

Resolving these issues will benefit everyone living in the borough. Please help us push for immediate action by signing this petition asking Active Lambeth to:

1.       Issue clear guidance on how members in credit before 1st April can claim refunds. This must include an option for a refund into a bank account of choice. Former members should NOT be required to set up an Active Lambeth membership account to get a refund.

2.       Honour the T&Cs of the memberships we had with Better. It is Active Lambeth’s duty to find out what those T&Cs were, not the responsibility of individual members to prove it.

3.       For anyone whose membership was cancelled on 31st March without their knowledge, reinstate their accounts at the same price and with the same T&Cs they had with Better if they still want a membership. Issue a clear statement to customers on what to do if they are in this category.

4.       Publish or link to a clear complaints procedure on the Active Lambeth website. This must include how to escalate a complaint should we not be happy with the initial outcome.

This petition will be submitted to Cllr Donatus Anyanwu (Lambeth's Cabinet Member for Leisure and Sport) once we have enough signatures. We will get this sorted.