Policies & Procedures for Congleton Leisure Centre

Customer Service Standards

• We will give 14 days notice to any changes to advertised opening times and activities unless due to an emergency caused by fire, flood, power failure or similar circumstances. (TARGET 100%)
• We will guarantee a minimum of 55 minutes playtime within a 60 minute booking in the Sports hall. (TARGET 95%)
• We will respond to any written correspondence or customer comment within 10 working days. (TARGET 90%)
• We will provide a Leisure Pass Card to Congleton area residents within 5 working days of an application form being received. (TARGET 95%)
• We will provide suitably qualified staff for all activities as follows:
• a) All Lifeguards will hold as a minimum, a valid RLSS National Pool Lifeguard Qualification
• b) All Aerobic Class Instructors will hold a minimum KFA Level 2 Qualification
• c) All Council Swimming Teachers will hold as a minimum, a valid ASA Assistant Teacher Qualification. (TARGET 100%)N.B. Alternative Qualifications of an equivalent standard may be accepted where appropriate
• We will provide a Duty Manager during all public Opening Times to deal with customer enquiries. (TARGET 100%)
• We will test the Swimming Pool water prior to opening and every 4 hours during Opening Hours to ensure pool water temperatures are maintained between 27°C (82°F) and 30°C (86°F). (TARGET 95%)
• We will seek to rectify any customer complaint about cleanliness, or inappropriate behaviour within 15 minutes of being reported. (TARGET 95%)
• We will undertake an annual Customer Satisfaction Survey of at least 100 customers at each facility. (CUSTOMER SATISFACTION TARGET 85%)