We are trustworthy
As a charitable leisure management contractor we can be trusted to actively pursue the aims and objectives of social inclusion. We will always offer concessionary pricing and positively encourage use by clubs and community groups. We measure and benchmark our performance in all areas of operation. You can trust us to get on with the job of meeting the needs of the whole community.
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Quality service
We offer high quality. We have been awarded the Charter Mark, the government’s award for excellent public service. We have held ISO 9001, the international quality assurance standard and the British Standards Institute kite mark, since 1995.
We hold the Investors in People award showing a commitment to the development and training of staff in both contracts. We understand that ‘quality’ is more than a management term. It is a perception held by our customers, so we regularly measure it through surveys and anonymous shoppers. Where 1 is poor and 10 is excellent we consistently score an average of 8.
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ISO 9002 |
Awarded for Excellence |
Investor in People |
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Integrity
We are honest. When we have made a mistake we will admit to it. If this results in a breach of our service standards we will both refund and compensate customers. If we do not think we can achieve something we will say so. We will not use misleading advertising. If a member cancels, for whatever reason, we will refund the remaining months on their membership.
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Care
We are fully committed to ensuring the health, safety and welfare of our customers and staff. But this goes a lot further than high standards of training, systems and procedures generated by legislation. We move out of our centres to take health and safety education into the community. For example, we offer free Tai Chi classes to senior citizens. Our ‘Stay Steady’ programme is designed to reduce falls and the injuries they cause.
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Equality and accessibility
We provide for all ages and abilities. We ensure our usage reflects the demographic make up of the local community. We measure ‘value for money’ through surveys to ensure that services are deemed accessible.
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Customer focused
Whether our customer is a service provider, such as a Council, or a local resident using the facilities, we will focus on anticipating, identifying and satisfying their needs and wants. We continuously improve and develop our service by listening to customers and consulting with the community.
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