Abbeycroft Customer Charter
Abbeycroft Leisure is committed to providing a complete range of sporting and leisure activities for the widest range of users regardless of age, gender, ethnicity, religion or ability. We aim to make sure that these high quality sport and leisure services are available to people who live in, work or visit St Edmundsbury.
Vision
“Creating Excellent Leisure Services for West Suffolk through Innovation & Quality”
Mission
“Inspiring a Healthier You”
Core Values
Developing the organisation & people, Inspiring, Dedicated, Customer Driven, Results Orientated
Our Service
We will ….
provide a range of activities (both in the centers and through our outreach programmes) that are affordable and appropriate to the whole community.
- acknowledge every customer on arrival and departure.
- apologize when we are at fault and do our best to put things right.
Our Facilities
We will ……
- provide facilities that are clean, safe and welcoming.
- clean the centre thoroughly, litter pick external areas and empty all bins as required, and at regular intervals depending on usage. We will also let you know when a changing area was last cleaned and who did it.
- aim to keep the temperature of each area appropriate to the activity taking place.
- Aim to have your activity set up for you on time, every time. Where this is not possible it will be set up within 5 minutes of the beginning of your activity.
Our Staff
Our staff will ……
- be polite, courteous and helpful and show every customer respect.
- be approachable, qualified and trained in all aspects of their work.
- wear a recognisable uniform and a name badge.
- ensure that you are given the information that you require and if they can not, they will find out for you, or take you to a member of staff that can.
- Staff will take every opportunity to offer alternative or additional services.
Our Communication
We will ….
- answer all letters, e-mails and comments forms by phone within 3 working days of receipt, or by letter or e-mail within 5 working days of receipt.
- answer the telephone quickly, within 3 - 5 rings, wherever possible.
- Return telephone messages within 2 working days
- use plain English in all written communication.
- Continue to ask you for feedback to find out how we can develop and improve our service.
- provide current and up to date information which we can also provide in large print
- display a list of the main customer comments and tell you what we have done about them.
What Abbeycroft expects from you
- Treat our employees politely.
- A minimum of 48 hours notice is required for the cancellation or transfer of an activity. Failure to do so will lead to a charge.
- Give us all the appropriate information so we can deal with your enquiry quickly and effectively.
- Tell us immediately if you are unhappy with the service you have received.
- Tell us if you are pleased with the service you received so we can encourage good practice and praise the individual(s).