CUSTOMER COMMENT FORM

Tameside Sports Trust aims to provide high quality services to you and we welcome any comments or suggestions you may have. Wherever possible we will use the information you give us to improve the services we provide.

Should you wish to comment on any aspect of the service that we provide there are a number of ways to do so.

In Person:
Please speak to a member of the centre's management team, who will do their best to assist or advise you.

By Phone:
either contact the centre direct or, alternatively you can ring the Trust's main office on 0161 609 1260 (office hours only)

In Writing:
Please use the form below to register your comments. When completed simply click send.

Name Address Phone Number Centre Email Please use the space below for your comments: Message

Customer charter


We will:

• listen to our customers and provide solutions within our capacity;
• commit to the development of sport and sporting skills;
• work with others to provide the best service possible;
• commit to the health and well being of the community;
• provide a safe and friendly environment for leisure.

We promise that:

• the time and availability of services will be as published in our customer information literature;
• we will give 14 days notice of any planned changes to advertised opening times by the display of an appropriate notice within the centre;
• Any unforeseen (emergency) disruption to services that have been booked will result in refunds and/or an offer of alternative services where possible;

Staff will be:

• trained, appropriately qualified and where applicable vetted for working with children;
• all lifeguards will hold as a minimum a valid RLSS National Pool Lifeguard Qualification
• all swimming instructors will hold as a minimum a current ASA Teachers qualification
• all other instructors and coaches will be suitably qualified to standards approved by their sports governing body recommendations
• easily identifiable by wearing their uniforms and name badges at all times;
• helpful, experienced and informative to ensure that your visit is safe and enjoyable.

Our Swimming Pools will be:

• maintained between 27°C - 30°C
• balanced chemically and tested before opening and at regular intervals throughout the day to ensure customer comfort and safety;
• tested by an independent company on a monthly basis to monitor satisfactory water quality;
• supervised by the recommended number of qualified and trained staff;
• kept in a warm, clean, safe and hygienic condition;

In the Sauna Suites

• the Sauna will be maintained at a temperature of 85°C - 100°C;
• the Steam Room will be maintained at a temperature of 40°C - 50°C;
• all areas will be clean and hygienic to use and tested regularly to ensure comfort and safety;

The Dry Sports Areas, including Sports Halls, Activity Areas and Fitness Studios, will be:

• clean and safe to use
• furnished with equipment that is in good working order and checked and maintained regularly;
• set out in accordance with the requirements of the governing body of the sport where necessary;
• ready for use within 5 minutes of the commencement of the booked period where equipment change-overs are necessary;
• illuminated, heated and ventilated to ensure comfort, good play conditions and safety.

Ancillary areas, including changing rooms, showers and toilets will be:

• clean, hygienic and in good working order;
• checked by staff on a regular basis with remedial action taken where necessary
• maintained at a temperature that is comfortable and complementary to other areas

In general we will:

• ensure that where possible our services are accessible by everyone and maintain a balanced programme of activities and services that cater for the needs of all sections of the community;
• ensure that our centres are clean, safe and well maintained by using systematic cleaning and maintenance schedules, reinforced by regular checks and a rapid response to areas brought to our attention by customers;
• publish up-to-date and accurate customer information for all activities;
• set prices to ensure value for money and display a current list of fees and charges in reception;
• have clear technical standards for all important features of the service and meet them;
• respond to day to day problems efficiently and professionally;
• listen and be responsive to comments and complaints and suggestions, providing a response to written complaints within 5 working days;
• undertake an annual customer satisfaction survey of at least 100 customers at each centre to ensure that we continue to meet their stated priorities;
• pursue continuous improvement everywhere within our centres;
• display information relating to the performance of our centres against set targets
• consult with customers and other interested parties prior to introducing or varying our activities.