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CUSTOMER SERVICE CHARTER




Dry Sports Customer Service Promises to you

We will:

  • 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.

Swimming Customer Service Promises to you

We will:
  • 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 an external contractor 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 a minimum of 27 degrees, with air temperature at 29 degrees however where this is not possible you will be adequately informed.

Courses Customer Service Promises to you

We will:
  • Provide a structured range of courses that are educational whilst being fun and varied.

  • Offer a quality service that 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.

Parents Customer Service Promises to you


We will:
  • Ensure children's safety when they are in our care.

  • Ensure a suitable Safeguarding Policy is in place and followed.

  • 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.

  • 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.

Catering Customer Service Promises to you

We will:
  • 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.

Health & Fitness Customer Service Promises to you

We will:
  • Make you welcome and help you enjoy the use of any of our facilities.
  • Open as advertised giving at least 30 days notice of any changes.
  • Offer a quality service and facilities that you think are good value for money.

  • Provide facilities and assist to make life easier for those people with special needs.

  • Provide safe, modern, clean and well maintained equipment and facilities at all times.

  • Keep you aware of, and provide where possible, the latest treatments for Health and Fitness.

  • Provide guidance for the safe and effective use of any products we sell.

  • Provide a variety of programmes to cater for all of your requirements.

  • Provide staff who are courteous, properly trained and happy to assist you at all times.



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