Islington Council owns the eight leisure centres in Islington. Aquaterra Leisure manages them on its behalf. There is a contract setting out a service level agreement between the Council and Aquaterra.
Customer Service Standards are advertised on posters in each reception area and can also be found on each centre's 'about the centre' webpage on the website.
Both Islington Council and Aquaterra are working in partnership to give high quality services but there may be times that you think we could be doing things better. When this is the case we want you to tell us.
• give you clear information on how to comment or complain
and what to expect
• sort out any complaint as quickly as possible
• apologise when things go wrong
Aquaterra log all comments and complaints and review these at monthly management meetings. We also use these to:
• help us prioritise investment proposals
• identify training issues
• help us with programme and policy reviews
Please follow the steps below if you want to comment or complain about any of the services provided by Aquaterra Leisure.
Please discuss the issue with a member of staff who will try to resolve it on the spot. In particular, if the issue is about cleaning or maintenance please tell someone immediately.
If you are still dissatisfied, we will write down your comment or you may fill out a comment card. This will be given to the relevant centre or section manager. Comments can be posted in the centre's post box or via Royal Mail. You can also post your comment online.
We will email or phone you with a response within nine days. If you do not receive a response within nine days, or are unhappy with the response, you can take out a formal complaint.
At any stage you can discuss a complaint with a customer representative who will give you advice on reaching a satisfactory conclusion. Customer representatives meet with senior management on a regular basis to discuss comments and complaints. Minutes of these meetings are available in centre foyers along with contact details.
If you need an interpreter or sign-language interpreter, we can arrange this for you - usually within five working days.
Data Protection Act 1998 - information provided by you will be held on a database and used for the purposes of monitoring your comment or complaint.