York Hall Leisure Centre — Attraction in London

Review for Better York Hall Swimming Reception:

We went there two months before and there were no issues. This time with my sister and my mum, my mum's card was renewed. Mine and my sisters had to be renewed from last time but the staff were really nice last time and did not delay our swimming due to it and allowed us to go through.

This happened 04/02/20 trying to pay for the 7:30pm - 9:30pm swimming women's only session.

This woman from what I heard was Shameema/Shamima, her entire approach towards most of the individuals coming for swimming were really rude, she was speaking with an attitude the entire time. Later on at the pool a lot of the people were mentioning how other staff members have been nice except her.

Her colleague this white guy (looks a bit like Justin timberlake) he was really nice, he was helping us set up the membership which wasn't working for me as they didn't have a student option entirely available. He called out to her many times and she did not respond at all, before that when it came to responding to others things she replied immediately to him and my one was a two second question and she waited until it was 20 minutes in to the swimming slot that we had to go to the front again for her to actually help us. Then she tells me I need to do the adult one when I'm a student, just when I say it didn't work every single time we answered her questions she'd say "let me finish" or "just wait a moment" with so much attitude in her tone whereas the same situation with her colleague he was kind and did not speak in such a way.

As soon as I mentioned I'm just going to go home, she tells me she can do the pay as you go as £1.35 this time as though she's doing a massive favour on me when she delayed us in to going. Previously they've allowed it, she made it sound like it was impossible to renew straight away, she delayed our renewal, didn't even work for me and then tells me it's fine. Shows she's a liar.

It was also our mother's first time and she got lost because the girl told her to just go right ahead without us even though she mentioned it's hard for her, she's an old lady who doesn't know English and you could see how lowly she was treating people of the Bangladeshi community especially the ones who did not know English well enough to respond, she may be of the same race but she's a coconut for sure.

Her white colleague was a lot more kinder and helpful than she was and very reassuring about any male life guards as previously there have been male life guards so we just wanted to confirm.

I'd like to end it on a good note as not all of your staff are bad however I don't really wish to come back to York hall, I'd rather join a gym elsewhere rather than use the facilities as the York Hall one has Shamima as one of the employees and I would not like to encounter with her abnoxious personality again.

You've had some really nice staff, there was this bearded man previously don't know if he's still there but he has always been very welcoming and always provided us with the right information, when we wanted to know about any camera privacy issues in the pool or spa he's always reassured our worries and when it came to male life guards guarding female sessions he's told us before hand and we would come back and ask again as he'd always be very kind and tell us it's not always like this. The ladies downstairs at the spa have always been very kind, sometimes things delay but they've always been helpful.

Also I'd like to say one final thing: "I choose a gym that gives back to Tower Hamlets." that's on your banners at a variety of places. People like shamima do not represent such a statement. They are the complete opposite of it!

You guys probably won't do anything about her, but hopefully it gets to everyone's ears about how disrespectful she is as a human being and how you've lost one member and probably many...

I had a female only swimming session booked recently and I arrived early as I have osteoarthritis in both my hands and it takes me a long time to get undressed. I haven't been swimming in years but know its good for arthritis but to try to get tight swimgear on, to shower to find a locker, to use the toilet etc, before I even start my session is daunting for me. My session which I believed is swimming 7 to 8pm (One full hour) was to be cut very short due to the preconceived idea about me by a very rude man at the reception because I'd arrived early. He just said I couldn't go in yet, I tried to explain 'but to change , shower use toilet etc' but he cut me off saying very loudly almost laughing in my face - ''It don't take you an hour and 20 minutes to get changed' so I truthfully replied he didn't know how long it takes me to get changed, but he just said your sessions at 7 so come back at 7 (?) I explained I won't get an hour swim if I'm only allowed in at 7pm, that's not right. I asked the earliest I could get in and was begrudgingly told me to come back in an hour. (quarter to 7) So an hours swim is not what you get but pay for, this is plain wrong. I asked if there was a cafe or seating area I could wait in but was told there is nothing at this place, there's a cafe across the road and he gestured in the general direction of Cambridge Heath Rd. I left and didn't go back. What a shock. I haven't used York Hall for swimming for years but I won't be returning and will tell others not to either. Very rude staff, indiscreet about the way they talk out loud at you, telling you how long it takes you to change without any understanding, embarrassing you and laughing in your face when you try to explain why you are early is unprofessional and disrespectful. If they treat people with hidden disabilities like this, then this place is not fit for purpose! Also, a woman was asking who to complain to just before me and was fobbed off too. I want a refund and some kind of apology from a Manager. I emailed them 3 days ago but nothing back yet, not even an acknowledgement of my email. Too many complaints to wade through I expect. My advice is go to the London Aquatics Centre, E20. 3 Pools to choose from and so much more including a cafe onsite and seating areas. The 388 bus from Cambridge Heath Road takes you straight there. It's a wonderful place with genuine decent caring...

Everyday sexism at York Hall Pool

I attended the York hall leisure centre for a swim. The first one since my accident in September - four fractures to my wrist and lots of surgery and therapy later.

I’m swimming in the slow lane to feel safe and comfortable.

There is a man ploughing up and down the middle. To be certain that I’m not imagining it I cross check his speed with the fast Lane next door. He’s going quicker than the fast lane for sure.

I don’t feel safe and I’m confused as to why he’s in the slow lane.

I challenge the guy in front of the lifeguard on duty (pale, male stale). The swimmer appears non plussed and dismisses me. I ask the life guard ‘why is he in the lane? When he’s clearly overtaking and splashing everyone as he zooms past’. The lifeguard insists he cannot hear me, I speak loud and clear projecting my voice. I am starting to feel emotional. The life guard doesn’t back me up. He makes me feel that I’m the one being difficult. He jokes with the other guy who says he’s leaving after this lap.

My experience is invalidated and I’m left swimming up and down upset. I nearly get out but I make myself carry on swimming. The life guard makes no attempt to check in with me. I feel gaslighted and sexism creeps into the picture. He sided with the guy over me. The one doing super fast lengths in the slow lane. The one supposedly not causing a problem.

The life guard tells me he’s training the other lifeguard. Is that safe, if he’s not doing his primary role of making everyone in the pool feel supported and welcome. Is this the training that the lifeguard needs to see, how to dismiss swimmers when they feel unsafe.

Why are there three clearly marked speeds if they are not upheld. Why are there three male lifeguards on duty and not a single female to validate my experience as a woman. The life guards show no empathy to the slightest suggestion that there may be returnee swimmers and slow swimmers in the pool.

Is this pool for everyone as it doesn’t feel like it? Only fast macho swimmer are made to feel welcome and seen at York Hall.

This complaint was sent twice to York Hall over a period of two week and I've received nothing back from anyone bar an...