We promise to:

• provide a comprehensive programme of services and activities for the people of Forest Heath and their visitors so that everyone in the community has a chance to participate

• provide a Manager/ Duty Manager who will be available to speak to you
  at all times that the site is open

• ensure that all staff will wear uniform and name badges to be easily  identified and that they will be pleased to help you

• respond in a polite and prompt manner to public enquiries, suggestions and complaints

• acknowledge written, telephone or email comments within three working days, and to give a full response normally within ten working days

• answer 90% of all telephone calls within six rings/ 15 seconds

• inform our customers of changes to the programme through appropriate notices displayed in the centres

Leisure Centres and Swimming Pools

We promise to:

• provide up-to-date  and accurate information publicising opening times and current fees and charges

• check the water quality in our swimming pools at least 3 times daily

• maintain the water temperature in our swimming pools between 29 – 31Centigrade, to ensure the comfort of all our users

• clean all leisure facilities daily.  At the leisure centres and swimming pools, the changing rooms and toilets will be checked at least four times a day and cleaned as required

• ensure that all Lifeguards and Activity Coaches employed are properly qualified

• ensure that 95% of our lockers will be in working order

We ask our customers:

• to make themselves familiar with the general rules and regulations of the centre and to abide by them at all times

• to respect the instructions of staff who are here to help and to treat our staff with the courtesy and respect that you would expect in return

We will support our staff who experience discrimination, abuse or threats from members of the public, or others to whom we provide services

If you feel we have not met these standards, please let us know by either contacting a member of staff or completing a customer comment form (available in the reception area). The Duty Manager will also be available to discuss with you any issue relating to our service.

Tony Bass
Chief Executive
Anglia Community Leisure
July 2008