Welcome

Thank you for visiting Knottingley Sports Centre and making use of the facilities. We want you to get the most from your visit and as part of our commitment to quality and continual improvement we have developed the following Customer Contract.

The Customer Contract sets out how we intend to meet the expectations you have of our service!

Quality

We place the highest emphasis on Safety and Quality. We intend to satisfy the expectations of our customers, first time, every time, and to continuously improve our service. In order to achieve this we are fully committed to quality assurance. The Quality System in use is the international standard ISO 9001: 2000. The safety aspects of this operation comply with all relevant health and safety executive (HSE) guidelines.

Knottingley Sports Centre is also pursuing the QUEST UK quality award. The QUEST scheme is supported by Sport England, which provides a route for continual improvement.

We will continually monitor how well the pool is operating through a series of performance measures in order to identify areas for improvement.

Access.

Opening/Closing Times

The Public opening times for our centre are prominently displayed at the entrance of the facility and published in our swimming programme leaflet and Website (www.wakefield.gov.uk).

Last Admission Times

The last admission is taken thirty minutes before closing time.

Bank Holiday Closures

The pool is closed on Bank Holidays; these closures will be advertised at least two weeks in advance.

Disabled Persons.

We are working to achieve the requirements of the Disability Discrimination Act. Special access is available through the pool foyer for entry. A chair hoist is provided for ease of access to the water.

Publicity Information will be provided clearly and in large print format if required. Please ask at Reception.

Changing Accommodation

All swimming pools are equipped with nappy bins and baby changing units for those with babies or young children. Lockers are provided for the security of personal belongings.

Choice

The District's sport and leisure facilities offer a varied programme of activities for individuals and clubs. A number of sessions are organised specifically for youths and children and women only. The detailed programme for all swimming pools is published in a widely circulated leaflet showing what is available for the coming months.

Safety

Qualified Staff

All our staff are trained in first aid, hold the National Pool Lifeguard qualification and participate in regular training. The pool is approved by, The Institute of Qualified Lifeguards. All coaches and instructors are qualified by the appropriate sports governing body as well as being trained in child protection and specialist roles such as heart rehabilitation and ant-natal exercise classes.

Equipment

The equipment we provide is in good working order. It is inspected regularly and maintained according to the manufacturers recommendations, to make sure it meets or exceeds the relevant safety standards.

Admissions

The reception point is staffed at all times throughout the pool's opening hours. Fees and Charges for all activities are displayed at reception. When you pay your admission charge you will be issued with an itemised receipt. We will keep waiting time to a minimum.

In line with industry safety guidelines the maximum number of swimmers allowed in the pool is 105, this is reduced for certain sessions (e.g. Fun Sessions and during school swimming sessions) dependant on the risk assessment. There will always be a lifeguard on duty, the number of lifeguards will be increased during fun sessions. The maximum number of swimmers allowed in the small pool is 25. There will always be one lifeguard on duty for this facility. Public swimming is still available during the school's swimming programme.  

During public swimming sessions children under eight years are not admitted without a responsible adult. You are responsible for supervising your children at all times. Our policy for casual swimming is as follows:

A responsible person, aged 16 or more, must accompany all children under the age of eight years.

A responsible person, aged 16 or more, must accompany all children under the age of four years on a, one to one basis.

A responsible person, aged 16 or over, must accompany children between the ages of four and seven years on a maximum of, two to one basis.

Bookings

For certain activities it is necessary to limit the numbers attending and/or have pre-booking arrangements for such sessions. Such arrangements affect squash, badminton, five-a-side, basketball, netball, short tennis, volleyball and birthday party bookings.

Environmental Conditions

The air and water temperatures are continually monitored regularly and are maintained between the following levels:

Water - 280 - 300 (Large Pool) 290 - 310 (Whirlepool) Air - 260 - 300

The water temperature can be raised on request for specialist group sessions.

The water and air temperatures are displayed in reception on the temperature display boards each time the temperatures have been taken.

Water Quality

The swimming pool water is monitored regularly to make sure that it is of a standard that meets Industry guidelines.

Where possible we will ensure that energy and water consumption is controlled to lessen the impact on the environment.

Cleaning

The facilities are cleaned thoroughly when the pool is closed to the public. In addition top up cleaning is carried out throughout the day. Regular monitoring takes place but if you find an area where the cleaning is unsatisfactory please report this to our staff.

Customer Care

We are 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. Staff will be identifiable and wear name badges.

We will answer telephone calls promptly, normally within 5 rings.

Help us to Help others

For your safety and enjoyment, as well as that of others, please make sure that you:

• Follow the instructions of staff

• Observe the information on safety signs and notices

• Help to keep changing rooms clean and tidy by disposing of litter or nappies in the appropriate receptacle

• Use the shower before entering the pool

• Avoid bringing glass bottles into the changing rooms

• Anti-social behaviour will not be tolerated

• Report any hazards, damage or poor standard of cleanliness to staff

Thank you for your help.

Consultation

The Sport & Recreation Unit values feedback from you. We aim to improve the service by listening and giving consideration to your comments and suggestions. Please tell us about your experiences. We will provide customer comments forms in the reception foyer, carry customer satisfaction surveys and hold user group meetings to as a means of obtaining your opinions. Wherever practical we will consult you before introducing or varying activities.

If there is a problem or you are dissatisfied in any way with our service we want you to let us know. Please speak to the Duty Manager or Manager and fill in a Customer Complaints form. We will endeavour to put things right straight away and where necessary offer an appropriate concession. If a written response is required we will write to you within ten working days. If at any time you are not happy with the response you get please see the contact details for the Sport & Recreation Unit.