University of Birmingham Sport & Fitness

Very poor customer/client experience with staff. Raised a complaint in May with inadequate responses from Jamie Chick. Escalated to management team and have had no response from them, despite me emailing almost weekly for an update. Their own policies state management aim to respond within a few working days. I’ve followed up with Jamie and Mark multiple times - I’ve either been ignored or told to wait. It’s been 3 months. I regret paying in full for the year or I would’ve stopped my direct debit. 2 stars given because the facilities are thankfully better than the service from management. It gets very very busy at peak times. The sauna and steam room are both too small for a gym this size and can close at almost no notice for a week. Community members get 3 hours parking, which is good, but zero charging points in a huge multi-storey is outdated. Swipe access is also outdated - members should be able to scan a card instead.

The facilities are good, that’s just a shame that staff especially if you want to cancel your membership behave unpleasant and rude. I wanted to cancel my membership two months ago and still they keep charging me and their reason are terms and conditions that doesn’t make sense and never explained on their induction session.

friendly staff, changing rooms are clean, swimming pool is huge. First time experiencing going to the gym as a woman and I’m not disappointed to find this gym.

I’m very disappointed with the customer service and the handling of membership suspensions and cancellations. I requested to freeze my membership on November 30th, before my next billing date, yet I was still charged for December. When I explained my situation and financial constraints, there was no flexibility or willingness to help, even though I couldn’t use the facilities for that month. Additionally, the requirement to give a full calendar month’s notice meant I had to pay for two extra months beyond what I planned. While the facilities themselves are good, there are often issues with availability. The sauna is frequently overcrowded, and there’s limited access to equipment, forcing you to alter your workout routine. Given the price of the membership, the overall experience simply isn't worth it. This lack of understanding, rigid policies, and the overcrowding have left me frustrated and dissatisfied. I would not recommend this service to others based on my experience.

I've been a member of this gym since May having paid for a year's membership upfront, which I now regret.  Unfortunately, my experience has been quite disappointing. The gym's facilities are excellent, don't get me wrong. However, it is consistently overcrowded from 4pm, which makes it very difficult to use the equipment without extended wait times. Additionally, finding an available locker is a challenge, as they are almost always fully occupied. I had high hopes when I joined, but the overcrowding and lack of access to facilities have made it difficult to fully use my membership and train effectively. I would recommend considering other options if you're looking for a more accessible gym experience.

Great, modern facilities here with a nice Costa over looking the pool. Pool is great but changing rooms could a hit cleaner and the showers aren't fantastic for a smaller person! Spin studio is fab and the instructors are first rate.

New, clean, well-equipped sports and fitness centre with gym, pool, sauna, fitness halls and squash courts. The facilities are great, although sometimes it helps to find a time when the students are busy as it can get pretty packed in the pool and sauna, and they are kind of in their own social world of sports club chat, which is slightly strange as a member of the public. Fitness halls do all the Les Mills classes as well as yoga, weights conditioning and Pilates. The long opening hours are a big plus, too. Dry changing rooms are good, wet changing rooms are fairly gross. Wet changing room also only has push button showers which go off in 5 seconds, so they obviously don’t want you to have a proper shower there. Gym gets busy with people doing weights, so again I avoid peak times.