Service standards

Customer Charter - Our Commitment to You

Health and Safety

  • All of our staff will be qualified in their relevant field and will receive regular training in customer care, health and safety and emergency procedures.

  • All lifeguards will be trained to Royal Life Saving Society National Pool Lifeguard Qualification standard.

  • To help protect young people we operate an admissions policy which clearly determines the ratio of parental supervision required in accompanying children under the age of 8 years.

  • We will ensure that our staff will complete Criminal Record Bureau checks.

Cleanliness

  • We promise to ensure that all areas have a specific cleaning and inspection schedule.

  • If you are unhappy with the standard of cleanliness please let the Duty Manager or a receptionist know so that we can put it right.

Environmental Conditions

  • We aim to maintain the pool water at the following temperatures: Competition Pool summer 28oc / winter 29oc, Teaching Pool 30oc, Leisure Lagoon 30.5oc and the Heatwaves jacuzzi at the Leisure Centre at 36ocentigrade.

  • Pool water quality will be regularly monitored throughout operational hours. Regular bacteriological tests will be carried out by Woking Borough Council's Environmental Health team

  • We will monitor heating, lighting and ventilation levels to ensure customer comfort.

Service Quality

  • Our staff will treat customers courteously and be polite and well informed.

  • Our operational staff will wear a uniform and all staff will wear a name-badge.

  • We will take seriously all comments, complaints or suggestions. Please speak directly to a member of staff or complete a Customer Comment Card (available in reception areas). Your views are important to us.

  • You will receive a reply to your completed Customer Comment Card, letter or email within 10 working days. If you offered your contact details we may initially contact you by telephone.

  • We promise to publish and display the times and availability of services. Programme information leaflets and posters will always be available and up to date. We will notify our customers of any pre-planned changes to the availability of facilities and activities by the display of an appropriate notice entitled "Programme Changes" in the reception area and at the activity venue.

  • We will publish information concerning the centres' performance on a quarterly basis. This will include data on financial, usage and aspects of customer feedback and will be displayed in the reception area at both sites.

  • We will consult with customers regularly through the User Panel, a forum which meets at least three times a year and aims to be representative of a broad mix of customers.

  • Further details of how these commitments are implemented can be found in the centres' User Guides which are available in the reception areas. Application forms to join the User Panel are on our Customer Comment Card. For more information concerning our User Panel please telephone the Leisure Operations Manager on 01483 771122.

Customer Conduct

  • Our staff are here to help and advise, but please remember we will not tolerate violent, racist, or disruptive behaviour either towards members of staff or other customers. Anyone resorting to this behaviour will be asked to leave the premises and we will report them to the police.

The above commitments link to the following keynotes of Woking Borough Council´s Community Plan:

  • A strong community spirit with a clear sense of belonging and responsibility.
  • A clean healthy and safe environment.
  • A community which values personal health and well-being.
  • Integrated and accessible local facilities and services.