Sport St Mary's
Sports Facilities
Customer Charter
The Service Provided to all Users
Sport St Mary’s aims to:
- Provide a safe environment in which all users can pursue their activity.
- Inspect all equipment and fixings and maintain them accordingly.
- Undertake risk assessments as and when appropriate, and liaise with users when it is their responsibility to undertake a risk assessment.
- Ensure that the facilities are clean at all times.
- Ensure that all staff are identifiable and appropriately trained.
- Provide a courteous and informative service to all users.
- Ensure that the College equity policy is abided by and there is no discrimination between users
- Listen to your views and suggestions on service, facility and equipment provision via user group forums, surveys etc.
- Deal with and resolve any complaint received within 5 working days.
- Address poor performance by pursuing a policy of continuous improvement.
- Notify users of changes in membership, allocation of booking times etc.
What Sport St Mary’s Asks from its Users
To ensure that all visitors enjoy their activity in a pleasant and safe environment, Sport St Mary’s asks that all users observe the following points:
- Adhere to all safety notices.
- Observe all the regulations within the facility and surrounding areas.
- Respect all equipment.
- Place all rubbish in the bins provided.
- Finish all bookings at the stated time.
- Consider how your actions might put other users at harm.
- Report any damaged or broken equipment immediately to Sport St Mary’s staff.
- Do not take food into any of the facilities.
- Only use plastic sealed containers for drinking purposes within the facilities.
- Wear appropriate clothing and footwear in all facilities when undertaking your activity.
- Adhere to NGB guidelines and regulations.
User Complaints Procedure
If you have a complaint about any aspect of your experience using the sports facilities, please address your complaint to the Sports Facilities Manager. All complaints will be dealt with and resolved within 5 working days, however, on occasion due to holiday closures, this period may be longer.
All complaints will be treated with the utmost urgency and fully investigated. The outcome of all complaints will be forwarded onto all parties concerned and through this process it is the aim of Sport St Mary's to avoid any further repeat of problems that have been experienced.
