Sir William Stanier Leisure Centre - Policies

Our Approach to Customer Care

Cheshire East Council is committed to Customer Care. We are fully committed to providing clean and safe leisure facilities and to give you, the customer a consistent, high quality and satisfying experience each time you visit.

Leisure staff will endeavour to carry out the following at all times:

• Recognise that the customer comes first and has the right to ask for what they want.
• Treat customers politely, courteously & with respect at all times.
• Listen to new ideas/suggestions for service improvements.
• Continually strive to improve services and to meet the needs of all the community.
• Be visible and give quality time to service users.
• Aim to answer questions and work to resolve areas of concern.
• Make customer satisfaction our highest priority.
• Be prepared to accept criticism and use it to improve the way we deliver our services.

Customer Charters

As part of our ongoing commitment to customer care the centre display customer charters in various parts of the building. These are our pledge that each and every time you visit:

• Cleanliness will be a priority
• The area will be clean and litter free
• Floors will be clear of debris, clean and dry to avoid danger to customers
• The area will be set up and ready for customer bookings
• Equipment will be stored safely and correctly in storage area's provided
• The area will be well lit and ventilated
• Unpleasant odours will be dealt with immediately
• We will endeavour to maintain a suitable room temperature

Area's are checked hourly to ensure that these standards are met.

Environmental Policy

The leisure facilities team is committed to minimising the negative impact of our operations on the environment.

Leisure staff will endeavour to:

• Minimise, monitor and responsibly manage energy consumption within our facilities.
• Minimise water consumption within our facilities.
• Minimise waste production and maximise recycling by reducing materials consumed, reusing and recycling materials wherever possible.
• Raise staff awareness and encourage participation in environmental issues.
• Produce an annual environmental review and action plan for the centre based on external audits.
• Monitor the positive effects of our initiatives and set targets for improvement.

Health and Safety Policy

The aim of Cheshire East Council is to create an environment where everyone can work safely and healthily and where all those affected by our work remain safe.

Leisure staff will achieve this by:

• Identifying the risks in our activities and taking the necessary steps to manage those risks.
• Compliance with current Health and Safety legislation, guidance and best practice.
• Ensuring through training and assessment that everyone has the necessary competence to do their job.
• Communicating and engaging with employees to ensure that everyone understands how to keep themselves and others safe and healthy.
• Competent persons are available to provide Health and Safety assistance and technical advice.
• A commitment to continuous improvement in our health and Safety performance by monitoring results and forward planning.
• A commitment to consult with employees on all work related Health and Safety issues.

Sub Group Representatives

Customer Service, Environmental and Health and Safety sub groups have been formed to ensure that leisure facilities continue to work within these policies. the groups meet regularly throughout the year.

1 member of staff will be assigned the role of site representative for each of these groups and will represent the centre at sub group meetings.

Valuables Policy

• Cheshire East Council cannot take any responsibility for any belongings left or stored on the premises and we advise all users to leave all valuable items at home.
• For security reasons we recommend that you do not leave any items of value in changing cubicles at any time.
• If you find any valuables or have lost any belongings please report them to reception.

Customer Feedback

At Sir William Stanier Leisure Centre your opinion matters to us! Let us know what you think in the following ways:

• Verbally – our staff are always on hand to listen to any suggestions or comments, good or bad.
• Let us Know forms – use one of these to let us know if we have done something well, or you have a suggestion that will help us do something better, or if we have done something wrong, or if you would like to complain.
• Feedback Cards – if you are using our centre for a party or a one-off event, we will hand you a feedback card so we can find out if you enjoyed the acivity or if there is anything we can do next time to improve our service. 
• User Survey - we conduct a user survey every 6 months to find out what our existing customers think of us.

You said we did

We have implemented the following improvements as a result of customer feedback:

You said…. I am very disappointed that the NRG has finished. We did…. We arranged for this session to continue at the Victoria Community Centre.

You said….The showers would spill over into the changing areas, making the floors slippery and dangerous.  We did…. We placed new non-slip shower matting in the changing rooms, reducing the risk of accidents.

You said….  The centre was too cold during the winter! ' We did…. We bought 4 new portable heaters to help raise the temperature in all the rooms!

You said….  The drama hall was too hot during Zumba.  We did…. We bought a new fan to help reduce the temperature.

You said…. The sports hall was looking a bit dark.  We did…. We arranged a full re-lamp.