CUSTOMER SERVICE CHARTER

• 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
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• Provide suitable and comfortable environmental conditions for the activities you are undertaking
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• Make sure your activity is available and properly set up for the time it is booked for
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• 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
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• Open as advertised giving you at least 30 days notice of changes to programmes
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• 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
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• Have clean and properly disinfected water that is tested every 2 hours
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• Have the water tested every month by the Environmental Health Department to ensure no bacteriological growth
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• Have clean and properly maintained pool surrounds and changing areas
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• Operate a safe and well maintained locker system for the security of your belongings
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• Have an emergency plan, in which all staff are well trained. Maintain an alarm system, for your safety, which will be checked daily
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• Provide facilities and assistance to make life easier for those people with special needs
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• Play suitable background music at advertised times and at acceptable levels
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• Provide varied programmes catering for all requirements, ages and abilities
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• 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
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• Provide a structured range of courses that are educational whilst being fun and varied
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• Offer a quality service that you think is good value for money
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• 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
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• Advertise courses at least 1 month in advance with clear guidance on enrolment dates and procedures
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• Operate an enrolment system that is properly managed and enables progression
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• Provide necessary equipment
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• Run courses at times that are convenient to you
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• 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
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• Employ suitably qualified, responsible staff who've been carefully screened prior to appointment
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• Provide staff that are courteous, properly trained and happy to assist you at all times
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• Ensure that a qualified First Aider is always on duty to provide care
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• 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
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• Provide separate and secure toilet facilities for users of the Creche (when available)
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• Open as advertised, giving at least 30 days notice of changes to our programme
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• Provide an exciting and varied programme of activities, which is both educationally and also physically stimulating
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• 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
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• Provide safe, clean and well maintained equipment and facilities.


• Provide a varied menu which includes 'Healthy Options' to cater for your requirements
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• Provide courteous staff who are properly trained and happy to assist you at all times.

• 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
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• 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
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• Provide a variety of programmes to cater for all of your requirements
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• Provide staff who are courteous, properly trained and happy to assist you at all times