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CORPORATE
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Customer
Charter
Help Us To Improve Our Service
We recognise the time and effort
given each time a member of the
public visit
our centres and in return we have
made the following promises."
It is our aim to provide you with
quality facilities and services
that you consider to be good value
for money.
We hope that each time you visit
you will have an enjoyable time.
Please let usknow if we fail so
that we can improve our service
in the future.
If we do fail to meet your expectations
please ask for the Duty Manager
or leave a message for the Manager
via the
Customer
Feedback form
available online or in reception.
Our Promise to you
We recognise that you and your families
come to our centres to enjoy yourself,
socialise and improve your health
and fitness in a safe environment.
We aim to make your visit as enjoyable
and affordable as possible.
It is our intention that every time
you visit us, you will have an enjoyable
experience. We have designed this
charter as a public statement of
our
minimum standards, which we will
regularly monitor and aim to exceed.
All of our Centres
will:
• Keep
to the advertised opening times.
• Have appropriate members
of staff available to speak to you
at all times.
• Provide
participation opportunities for
all sections of the community
• Be kept clean and presentable
with regular checks in each activity
and
changing area.
• Provide a diverse programme
offering something for every one.
• Provide an out of hours
answer phone service
•
Reply to any correspondence within
eight working days.
Within our Centres
we will ensure:
•
That our staff are friendly, helpful
and knowledgeable
• That
our staff are trained and qualified
to industry standards.
•
Our Pools will be at the correct
temperature with clean and hygienic
water.
• Our pool features
will run as advertised.
•
Programme changeovers and sessions
are run to schedule.
•
Our catering service will provide
a range of well presented, quality
products at reasonable
prices.
• We provide well-maintained
quality equipment.
• All
equipment will be checked regularly
for cleanliness and safety.
• Broken equipment will be
repaired as quickly as possible
and we will
keep
customers informed as to the date
of repair and reinstatement.
Courses:
• We will provide a structured
range of courses that are educational
whilst
being fun
and varied.
• We will
provide courses that are value for
money.
• We will ensure
that our instructors keep up-to-date
with the latest
coaching
techniques and methods.
•
We will provide facilities and assistance
for those with special needs.
• We will ensure that current
and new courses are advertised well
in advance of enrolments.
• We will operate an enrolment
system that is properly managed
and enables
progression.
• We will advertise and provide
'Crash Courses' and taster sessions
in a
variety of
activities.
Our promises to your Children:
• We will ensure their safety
when they are in our care.
•
We will fully comply with the Children
Act 1989 and Care Standards Act
2000.
• We
will employ suitably qualified and
responsible staff who have been
carefully screened prior
to their appointment.
•
We will ensure that a qualified
First Aider is on duty and available
to
provide care.
• We will provide facilities
and assistance for children with
special needs.
• We will
carry out regular maintenance and
daily safety checks on appropriate
areas and equipment.
•
We will provide an exciting and
varied programme of activities,
which is both educationally
and physicallystimulating.
•
We will follow the advice and guidance
regarding children when developing
or operating existing
or new facilities.
• We
will advertise and provide a varied
programme of enjoyable out of school
and holiday activities.
Our Fitness Centres:
• Will provide a personalised
fitness service to all our customers,
providing
tailored
workout programmes on request.
• Will have qualified, helpful
staff available at all advertised
times to
advise
customers on equipment and programmes.
• Will provide a range of
fitness equipment that is well maintained.
We will keep our
customers fully informed
• By providing a comprehensive
range of literature, outlining all
facilities
and activities
available across the Country Borough
• By providing detailed centre
specific literature.
•
By displaying information on our
performance and customers feedback
on notice boards and
in each of our receptions.
•
By arranging user forums twice a
year at nominated facilities.
• By providing at least 7
days notice of any planned maintenance,
change of
programme
or scheduled closures.
Celtic Community Leisure
is the operating name for Neath
Port Talbot Leisure Limited a registered
Industrial Provident Society working
with and supported by Neath Port
Talbot County Borough Council.
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