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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


July-September 2018


You said My son received a splinter from a piece of your play equipment. We did – Check the area thoroughly.

Cripps Recreation Centre

You said Air con is needed in studio. We did – Acknowledge this, however we cannot install currently. More fans were provided.
You said – Great P.T. We did – Thank you for your positive feedback.
You said – Pilates class was moved to smaller room when large room unavailable – felt room too small. We did Move the class but advised this was done to prevent class being cancelled.

Danes Camp

You said – Unhappy my child can’t use snorkel in pool. We did – Advise this is for safety of child.
You said – Swimming lesson are being cancelled due to lack of staff. We did –Recruit more swimming instructors.
You said – Why are Parents and Tots sessions cancelled in the holidays? We did – Advise that sessions become family swims in holidays allowing more flexibility for families.

Duston Sports Centre

You said – The water machine has a build-up of lime scale and dust. We did – Give the machine a thorough clean.
You said – Massive thank you to the team who were really supportive when one of our footballers received a head injury. We did – Pass on the thanks to the staff involved.

Lings Forum

You said – Love the spin classes but please can we have a big fan in room? We did – Installed more fans in studio.
You said – Virtual classes a good substitute when fitness class cancelled but please not Sh’bam! We did – Advise that we will offer more variety of virtual classes when using as substitute.

Mounts Baths

You said – Not been for a while, absolutely love the new changing facilities. We did – Thank you for your positive feedback.
You said – We arrived for lessons to find them cancelled – customer not contacted. We did – Apologise and advise we always try and make contact where possible.
You said – You need more anti-slip mats in pool change area. We did – Advise that we have already ordered these and they will be put down as soon as they arrive.
You said – Aqua Zumba instructor Roberto is brilliant. We did – Pass on the compliments to Roberto.

Complaints Procedure