Service Standards

SERVICE STANDARDS

We are committed to providing a high standard of service whichever facility you use and whenever you decide to use it. The standards outlined below are the minimum we aim to deliver when you visit one of our centres.

Should you find any of the standards below not to be the case please help us to improve the service we provide by speaking to any member of the staff on duty.

• All changing and toilet facilities are inspected at regular intervals by a member of staff, and any problems dealt with immediately.
• There is always at least one qualified First Aider on duty whenever the centre is open.
• All customers have access to a ‘TalkBack’ scheme through which their views (both positive and negative) can be made. A response will be made within 4 working days.
• Where possible at least 14 days notice will be given of any major changes to the programme or the service.
• All coaches are qualified to a standard stipulated by the relevant governing body.
• Where pools are provided:
  All pool lifeguards are qualified to the national standards required by the Royal Lifesaving Society and the Institute of Sport and Recreation Management.
• The chemical content of the swimming pool is tested at regular intervals for your safety and comfort.
• Pool water temperature is maintained between 28^oc and 32^oc.
  The water is independently tested regularly to ensure its quality.

Where childcare is provided:

• All staff are qualified to NVQ II / III in Childcare and Education
• All staff are dressed in appropriately identifiable uniform and where possible, wear name badges.
• All equipment is inspected and checked regularly to ensure it is in good, safe working order.
• All our venues have an Emergency Action Plan in which our staff are trained.

To ensure our services are accessible to all, we provide the following wherever possible:

• Hearing induction loop
• Wheelchairs available
• Disabled changing facilities
• Automatic opening front doors
• Baby changing facilities
• Internal Lifts
• Pool hoists
• Resistance Fitness equipment suitable for wheel chair users

In addition to the above standards all our staff will always endeavour  to be:

• Helpful
• Friendly
• Responsive to your needs and requirements
• Responsible for the service they provide
• Professional in both knowledge and conduct