Customer Service Charter

Service Standards

We recognise the time and effort that you give each time you visit our Leisure Centres, and in return have made the following promises. It is our aim to provide you with quality facilities and services that you consider to be good value for money. We hope each time you visit you'll have an enjoyable time. Please let us know if we fail so we can improve services in the future.

Customer Service Promises to you
We will:

• Make you welcome and help you to enjoy the use of our facilities.
  
• Provide staff who are courteous, properly trained and happy to assist you at all times.
  
• Provide facilities and assistance to make life easier for people with special needs.
  
• Provide facilities that are properly cleaned and maintained at all times.
  
• Listen carefully to what you say and involve you in decisions that affect your use and enjoyment of our facilities.
  
• Charge prices you think offer good value .
  
• Hold an annual Customer Forum and support a Customer Panel where your views will be listened to and acted upon .
  
• Serve you as quickly as possible. Our aim is to serve you at any of our reception desks within 3 minutes .
  
• Answer all Customer Feedback forms and letters of complaint or comment within 5 days of their receipt .
  
• Answer the telephone in a polite and courteous manner. It is our aim to answer all calls within 6 rings .
  
• Give you at least 30 days notice of changes to our programmes and/or prices .
  
• Let you know if equipment is not available or out of order. We will also give an apology and a date when we think the equipment will be available.

• Open as advertised giving you at least 30 days notice of changes to our programme.
  
• Provide facilities and assistance to make life easier for people with special needs.
  
• Provide safe, clean, well maintained equipment and facilities
  
• Provide a varied programme to cater for all requirements, ages and abilities.
  
• Provide staff who are courteous, properly trained and happy to assist you at all times .
  
• Provide suitable and comfortable environmental conditions for the activities you are undertaking .
  
• Make sure your activity is available and properly set up for the time it is booked for .
  
• Our aim is to undertake the majority of set ups within 3 minutes and all set ups within 5 minutes.
  

• Make both swimming and learning to swim an enjoyable experience.
  
• Open as advertised giving you at least 30 days notice of changes to programmes.
  
• Supervise pools with courteous and helpful lifeguards who are fully trained and properly assessed.
  
• There will be at least 2 lifeguards on main pools always .
  
• Have clean and properly disinfected water that is tested every 2 hours .
  
• Have the water tested every month by the Environmental Health Department to ensure no bacteriological growth .
  
• Have clean and properly maintained pool surrounds and changing areas .
  
• Operate a safe and well maintained locker system for the security of your belongings .
  
• Have an emergency plan, in which all staff are well trained. Maintain an alarm system, for your safety, which will be checked daily .
  
• Provide facilities and assistance to make life easier for those people with special needs .
  
• Play suitable background music at advertised times and at acceptable levels .
  
• Provide varied programmes catering for all requirements, ages and abilities .
  
• Maintain the pool temperature at appropriate levels. Our aim is to keep the pools at 27 degrees, with air temperature at 29 degrees however where this is not possible you will be adequately informed .
  

• Provide a structured range of courses that are educational whilst being fun and varied.
  
• Offer a quality service that you think is good value for money.
  
• Provide qualified staff who are courteous, properly trained and happy to assist you at all times.
  
• Ensure that our instructors keep up to date with the latest coaching techniques and methods.
  
• Provide facilities and assistance for those with special needs to make life easier for them .
  
• Advertise courses at least 1 month in advance with clear guidance on enrolment dates and procedures .
  
• Operate an enrolment system that is properly managed and enables progression .
  
• Provide necessary equipment .
  
• Run courses at times that are convenient to you .
  
• Advertise and provide holiday 'crash courses' and taster sessions in a variety of activities.

• Ensure children's safety when they are in our care.
  
• Fully comply with the Children's Act.
  
• Employ suitably qualified, responsible staff who've been carefully screened prior to appointment .
  
• Provide staff that are courteous, properly trained and happy to assist you at all times .
  
• Ensure that a qualified First Aider is always on duty to provide care .
  
• Provide facilities and assistance to make life easier for children with special needs.
  
• Carry out regular maintenance safety checks on areas and equipment.
• Ensure all areas are clean and hygienic at all times .
  
• Provide separate and secure toilet facilities for users of the Creche (when available) .
  
• Open as advertised, giving at least 30 days notice of changes to our programme .
  
• Provide an exciting and varied programme of activities, which is both educationally and also physically stimulating .
  
• Follow the advice and guidance regarding children when developing or operating existing or new facilities.
  
• Advertise and provide a varied programme of enjoyable holiday activities.

• Make you welcome and help you enjoy the use of our facilities.
• Open as advertised giving at least 30 days notice of any changes.
  
• Provide facilities and assist to make life easier for people with special needs .
  
• Provide safe, clean and well maintained equipment and facilities.
  
• Provide a varied menu which includes 'Healthy Options' to cater for your requirements .
  
• Provide courteous staff who are properly trained and happy to assist you at all times.