Customer Service Charter

(Sports & Leisure Services )

The management and staff are committed to providing high quality standards of services to our customers at all times through the following:

Staff

Staff will endeavor to be smart and presentable at all times

• Staff will identify themselves by wearing the appropriate uniform and name badge at all times
• Staff will endeavor to behave professionally and politely at all times
• Staff will attempt to offer a friendly, polite and helpful service
• Staff will endeavor to implement the core values of the Council at all times whilst on duty

Cleanliness

• We will aim to keep our facilities clean and tidy at all, times and will conduct regular checks to maintain high standards of health and hygiene
• We will spot check all changing rooms, toilets, facility and circulation areas and evidence this by completing regular checklists in some areas
• We will review cleaning program’s on a regular basis to ensure all areas are cleaned to a high standard at all times

Housekeeping

• All activity areas, corridors and equipment within them shall be kept safe for use at all times and immediate action will be taken to rectify any faults
• Recycling facilities will be provided in order to recycle waste to contribute to a cleaner environment
• All energy consumption will be monitored on a regular basis, and a commitment from management and staff to reduce consumption. Results will be communicated to staff and customers

Maintenance

• Safety checks will take place before, during and after each shift and all areas will be regularly serviced and maintenance program’s carried out
• Defective equipment, fixtures and fittings will be isolated, and repaired or replaced within acceptable timescales

Safety

• Regular audits will take place to highlight areas for improvement to ensure a safe environment for staff and users
• Staff will be trained in Health and Safety Awareness to ensure they contribute to providing a safe environment for users

Information and Consultation

We will aim to provide accurate, up to date information about our services, program’s and prices on notice boards around the Venue.

• We will host regular user group meetings
• We will aim to produce a customer newsletter updating customers about  all the latest news and developments
• We will provide a comprehensive formal and informal complaint’s   procedure
• We will have clear signposting, both inside and outside facilities
• We will clearly display a list of opening hours

Programming

• We will aim to offer a balanced program’s of activities and services accessible by all user groups
• We will record all noted suggestion’s for new activities, should the demand be strong we will endeavor to include that activity into our program’s

We will aim to make your whole experience with us safe and enjoyable, in the hope you re-visit our facilities in the future.

Redditch Borough Council operates a policy to ensure all people regardless of disability age, race and religion have the ability to access to our Sports and Leisure  venues at all times.