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Customer charter

Customer Service Provision and Standards - Putting the Customer First

The service to you

The Sports Centre intends to:

  • Provide a safe environment in which to pursue your activity with all equipment and fixings regularly inspected and maintained and in working order, and undertake risk assessments as and when appropriate.
  • Keep the Centre in a clean and tidy condition. Prior to opening times the Sports Centre will be inspected and cleaned to a high standard.
  • Ensure that vending machines are stocked, clean, properly maintained and that products dispensed are within the "sell-by" date.
  • Carry out repairs when required as speedily as possible.
  • Ensure staff are appropriately identifiable by badge and trained in the specific areas of their appointment. To encourage all staff to be First Aid certified.
  • Provide a courteous, friendly and informative service at reception and in all dealings with all customers.
  • Treat all customers similarly irrespective of their ethnic background, religion, sex, etc. and show no discrimination of service standards to any categories within the membership criteria.
  • Listen to your views and suggestions on service, facility and equipment provision, and programmes and deal with any complaints quickly. A normal turnaround of letters can be expected within a week outwith holidays.
  • Solicit your views about all aspects of the Sports Centre by inviting members to participate in User Group surveys and other channels of dialogue.
  • Address poor performance and attempt to learn from any mistakes by pursuing a policy of continuous improvement.
  • Communicate widely and effectively to members about any promotions and developments and opening hours, etc. in the Centre.
  • Ensure a balanced and fair usage for all membership categories in which there is recognition and understanding of different needs and expectations.
  • Explain fully any changes in categories of membership, increase in costs, membership fees, user charges, hire charges, allocation of booking times, etc.
  • Make the best use of the time, skill and resources at the Sports Centre's disposal.

What the Sports Centre asks of you

To ensure that all visitors enjoy their activity in a pleasant and safe environment, the Sports Centre asks that you observe the points below. Please:

  • Comply with all safety notices.
  • Observe the regulations of the building and facility areas.
  • Take care of the equipment.
  • Return the room facility to the status quo.
  • Use the litter bins provided.
  • Finish bookings on time.
  • Consider other users and be aware of how your actions or inactions might jeopardise safety.
  • Tell us if something is damaged or broken.
  • Do not take food into activity areas.
  • Only use plastic sealed containers for drinking purposes in activity areas.
  • Wear appropriate clean indoor footwear in all activity areas.

Member Complaints/Suggestions/Feedback

The Sports Centre welcomes feedback on the range of provision, equipment, facilities and the services (promotional, cleaning, customer care, operational, access) provided. The intention is to make improvements whenever they are identified. There is a range of ways by which you can comment:

  1. Feedback form... located on the Sports Centre web site. Your comments are passed in the first instance to the web administrator, who then passes them to the appropriate member of staff.
  2. Suggestions box ... located beside the telephone in the astro corridor. Comments are taken to the Facilities Management Group which meets on a monthly basis in semester time, and any actions are reported back.
  3. User group surveys ... every year we conduct two or three surveys of a cross-section of members or a specific membership category to ask for their views via a number of different investigative forms - questionnaires, interviews, consultations, group sessions.
  4. Open door ... all members of staff are encouraged to be sounding boards and listen to the members' views. At any time you should feel free to speak to the appropriate member of staff.
  5. Letters ... for personal queries or complaints of a more formal nature, communications should be addressed to the Director.