The Sport and Active Lifestyles Service is committed to providing all our customers with exceptional standards of customer care. Our aims are to offer value for money and to provide a quality leisure experience by keeping facilities clean and safely maintained as well as having trained, knowledgeable and helpful staff.    

Setting Standards and Monitoring  
Standards of service are set by the Council in a detailed specification and monitored by the Council's own officer. An operations manager is always on duty at each site to ensure the customers needs are met and high standards maintained. in monitoring our compliance we rely on feedback from the customer and as such we conduct customer surveys and encourage customers to air their views through our customer comments forms.  

Value for Money  
It is the aim of the Council to provide comprehensive leisure facilities for the District at a reasonable cost. We keep costs under control paying particular regard to environmental conditions, management of energy costs and day to day operational costs.  

Admission charges are reviewed annually by the Council and set taking inflation and income targets into account. Junior price concessions are offered throughout the service. The Council operates a Leisure Card Scheme (Activate) whose main aims are to ensure that no resident of the District is denied access to leisure facilities by way of financial disadvantage and to lead to increased levels of participation.  

Information  
We try to cater for all sections of the community and offer a balanced programme of activities. we provide a range of leaflets detailing all our facilities and the activities on offer. we have a staffed reception point in all our facilities.  

Our Staff  
We employ knowledgeable and helpful staff to serve the customer, ensuring a pleasant and safe visit. we treat all our customers with respect. all staff undergo customer care training and are updated on a regular basis. our staff are neat and tidy and easily identifiable by their uniforms.  

Quality Assured  
We are fully committed to Quality Assurance. The Quality System in use is the international standard ISO 9002. A team of qualified staff regularly check facilities to ensure standards of service are complied with, and that the systems we have in place will lead to continued service improvements. this process is also verified by external assessors.  

Putting Things Right  
Occasionally things do go wrong and if your visit is not completely satisfactory, please tell us about it. Where possible we will endeavour to rectify the problem then and there. If you require a written response we will write to you within 10 working days.  

We also have customer comments forms on which we encourage feedback on our service. Please help us to help you - many improvements have been made as a result of customer suggestions.  

If you have any comments or questions about this Customer care Policy, or any other aspect of the Sport and Active Lifestyles Service please feel free to contact your local sports and leisure facility or:-  

Sports and Recreation Manager
Town Hall
High Street
Normanton
WF6 2BZ  
Tel: 01924 307810