CUSTOMER CHARTER

Our aim is to make sure that every customer enjoys their visit.

Service Commitments

Professional friendly service.

• Our leisure centres will be open at the times displayed.
• At peak times you will not wait more than 4 minutes to be served at reception, and you will not wait more than 2 minutes at other times excluding course enrolments / holiday activities.
• We will reply to letters, suggestions and complaints within 3 working days of receiving them.
• All our material will be available in English and Welsh.
• We will carry out customer satisfaction surveys every year and we will give you feedback on what you think about us.
• If you have made a booking, everything will be ready for you when your booking starts.

Clean, safe, attractive environment

• We will inspect the leisure centre every day for cleanliness and the general condition of the public areas and car park. We will take any actions necessary and we will clean all public areas at least once a day.
• There will be at least one member of staff, qualified in first aid, on duty at all times.
• We will keep the pool water quality within the following limits.
  • Chlorine 1 to 3 parts every million
  • Temperature 30°C to 32°C (this may be 1° higher or 1° lower).
• We will deal with routine repairs within the following deadlines.
  • Urgent - 1 day
  • Important - 7 days
  • Minor - 28 days

Value for money activity programme

• We will compare our prices every year against other leisure centres in the area to make sure you are getting value for money.
• We will publish the cost of running the leisure centre.
• We will hold special promotions at least 3 times a year.

Healthy communities initiatives

• We will provide healthy lifestyle information points at all our leisure centres.
• We will organise 2 adult and junior healthy lifestyle education programmes each year.
• We will offer individual healthy lifestyle programmes for all regular users of our Evolution gyms.
• We will work jointly to pilot a GP Referral Scheme within the Caerphilly Basin.
• We will implement an outreach programme targeting 8 key sports.
• We will offer company membership schemes for all our Evolution gyms.

How are we doing?
Every 6 months an external, independent organisation will measure our performance against our targets. We will publish the results of these audits in reception.

How to put things right
Your views about the standard of service you receive at our leisure centres are important to us. By listening to your views we can identify where we need to improve. If you are not happy about our service:

• Tell a member of staff or ask to see the manager.
• Complete our online customer comments form. You will receive a reply within three working days of us getting your form.
• If you are not happy with any of the above please contact us.

Service guarantee
However you choose to make your complaint, we will deal with you politely and promptly. If you visit a leisure centre and our service does not meet your expectations, we will give you a free activity voucher.