Customer Charter
Sandwell Leisure Trust is here to ensure that our customers receive an efficient and quality service. We always welcome comments, suggestions, compliments and complaints.
Our Promise is...
Our facilities:
- Will be welcoming and inviting to all
- Will clearly display our opening times, activities & events
- Will display pool temperatures at all times
- Will have clearly signposted areas
Our Staff:
- Will be friendly and happy to help
- Will offer encouragement and support
- Will answer all telephone calls in a friendly and professional manner
- Will ensure the safety and welfare of customers at all times
- Will make cleanliness a priority in our leisure centres
COMPLAINTS AND FEEDBACK
Sandwell Leisure Trust is committed to make sure you get the very best service from us. We welcome feedback which allows us to celebrate the positive impact we have made, along with using constructive feedback to help inform how we run our facilities.
Everyone loves positive feedback and where we have gone above and beyond. This allows us to thank the staff who has delivered outstanding service levels and celebrate their commitment. We also recognise that from time to time we may not deliver the service levels that we, or you, expect and on those occasions we welcome your views which can help us to improve what we do.
In an effort to provide a clear and concise way for you to give us feedback we have developed the process below which we ask you to follow in order that we can deal with your feedback in the quickest and most positive way.
PROCESSES
The quickest and most efficient way to give feedback is directly to the staff on duty or emailing us directly at info@slt-leisure.co.uk. This way most cases can be dealt with and resolved quickly. Alternatively, you can complete the CONTACT US form or FEEDBACK form on the website and your feedback will be sent to the relevant centre or department.
TIMESCALES
Our aim is to provide an initial response within 3 working days. This may be just a holding response if the feedback requires additional investigation. If this is the case, we will inform you of this and under these circumstances aim is to provide a full follow up response and resolution within 10 working days.
DISPUTE RESOLUTION
If, once the resolution has been provided, you remain dissatisfied, you can escalate your feedback to the relevant Facility Manager – any employee will be able to supply their contact details for you. The Facility Manager will then make contact with you to discuss your feedback in more detail and provide you with a response in writing.