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We care about all of our customers and are passionate about delivering excellent service to everyone that visits our facilities.

We want to hear from you, when you think we’ve got something right, if you have any suggestions on how we could improve or if you think we have got something wrong.

 

 

 

There are lots of ways for you to get in touch.

  • Talk to any member of staff when visiting any of our facilities
  • Complete one of our ‘Tell it Like It Is’ forms available at all of our centres 
  • Call one of our Customer Service Advisors on 01604 838333
  • Visit the Contact Us section of the website and select Customer Services from the drop down menu

 

 
Customer Charter

What you can experience;

  • Value for money.
  • To be greeted in a friendly manner and with a smile.
  • Staff will be professional and courteous at all times, they will listen and respond positively to comments and enquiries.
  • We aim to answer 96% of all calls coming through our contact centre, and we aim to answer 94% of these within 2 minutes. Click here to view our latest stats
  • If we can’t answer your call personally, you will be able to leave us a message
  • We will regularly check messages that are left on our answer phone
  • We are committed to providing a clean, safe and comfortable environment for all of our customers, and our centres will be cleaned daily to a planned schedule.
  • We will endeavour to rectify any drop in standards immediately and if this is not possible the area will be put ‘out of action’ until it can be made fit for purpose.
  •  ‘Managers on Duty’ and front of house staff will wear name badges and be dressed in appropriate uniform.
  • A ‘Manager on Duty’ or member of staff will be available to speak to you at all times.

 

Your Feedback;

  • We value and welcome your feedback and will respond to your written comments and suggestions within 5 working days.
  • We will carry out quarterly surveys to determine how satisfied our customers are with the service we provide. Whenever possible we will use information to improve our service delivery.
  • We will publish information relating to customer consultation and feedback.

We work hard to continuously improve our services and are committed to providing excellent customer care, good quality services and a great experience. We’d like to know when you’re pleased with our service and welcome your feedback.

We would also welcome your suggestions and realise that sometimes things can go wrong. If they do, please tell us before you leave so that we can put them right and make improvements.

In the first instance, please contact the ‘Manager on Duty’ or relevant member of staff at the time of your visit.

Alternatively, you can contact our Customer Services Team via email This email address is being protected from spambots. You need JavaScript enabled to view it. or telephone our Contact Centre on 01604 838 333 and feedback to one of our advisors.

 

How you can help us;

  • Enjoy yourself.
  • Respect the environment and the enjoyment of other visitors and reporting any nuisance or suspicious behaviour.
  • Be courteous and respectful towards us.
  • Report any area of dissatisfaction during your visit.
  • Tell others about your experience and visit us again soon.

 

 
Customer Satisfaction Survey
 
You Said We Did

 

January-March 2018

Berzerk

 
You said I regularly bring my grandchildren, facilities are brilliant, they always have fun. Great value and staff are really friendly. We did - Thank you for your comments – we are delighted to hear your comments.
   

Danes Camp

 
You said Attended Pilates tonight – Cheryl the instructor is excellent. We did – Pass on your compliment to the instructor.
You said – I’ve been a member for several years – want to say what good customer service I received from Dom in the gym. We did – Please be assured we will pass on your comments to the staff member.
You said – Disco splash was chaos this evening. We did Introduce a requirement that all attending must be registered on our system, allowing us greater control on the session.
   

Duston

 
You said – Surprised no anti-bac or paper towel in the gym. We did – Fit a new blue roll & anti-bac dispenser.
You said – Lights are really needed in bottom car park. We did – We hope to improve this within the next financial year.
You said – Really enjoy using the gym, staff fantastic and social aspect excellent. We did – Delighted to hear this.
You said – Hall floor immaculate today – well done. We did – Thank you for your comments.
   

Cripps

 
You said – I did not receive my gym programme despite requesting several times. We did – email the programme the next day to you.
You said – Swimming lessons keep being cancelled. We did – Recruit more instructors, this is greatly improved.
   

Lings Forum

 
You said – Zumba class is very uplifting. We did – Really glad you enjoy the class.
You said – There are 2 bulbs flickering in Dance Studio. We did – Replace the bulbs immediately.
   

Mounts Baths

 
You said – Swimmers not following lane direction causing problems for others. We did – Our lifeguard spoke to customers concerned and resolved the issue.
You said – Jenny is an amazing Instructor – a Magician! We did – We will make sure Jenny is made aware of your comments – thank you.
You said – I have received a parking ticking causing me stress following operation. We did – Contact Parking Eye and have the ticket cancelled.
You said – Changing rooms cold, smelly and dirty. We did – Build a brand new changing village.

 

 
Complaints Procedure