Centre Selector

Customer Charter

What you can experience:

  • Value for money
  • To be greeted in a friendly manner and with a smile
  • Staff will be professional and courteous at all times, they will listen and respond positively to comments and enquiries
  • We aim to answer all telephone calls within 30 seconds
  • If we can’t answer your call personally, wherever possible you will be able to leave us a message and
  • we will regularly check messages that are left on our answer phone
  • We aim to provide a clean and comfortable environment.  Centres will be cleaned daily to a planned schedule and on a reactive basis as required
  • We will endeavour to attend to areas that are reported as unsatisfactory within 15 minutes
  • Our staff will wear name badges and be dressed in appropriate uniform
  • A Duty Manager or member of staff will be available to speak to you at all times

Your feedback:

  • We value and welcome your feedback and will respond to your written comments and suggestions within 5 working days
  • We will carry out an annual Customer Service Survey at each facility
  • Whenever possible we will use information to improve our service delivery
  • We will publish information relating to customer consultation and feedback
  • We will operate Management Surgeries or Centre User Group Meetings to discuss facility issues and will ensure that the minutes are posted on the notice board within a week of the meeting taking place

We work hard to continuously improve our services and are committed to providing excellent customer care, good quality services and a great experience.  We’d like to know when you’re pleased with our service and welcome your feedback.  We would also welcome your suggestions and realise that sometimes things can go wrong.  If they do, please tell us before you leave so that we can put them right and make improvements.

In the first instance, please contact the facility Manager or relevant member of staff at the time of your visit.  Alternatively, the facility Manager can also be contacted by completing a Customer Comment Card at a centre, online or by emailing us at comments@hertsmereleisure.co.uk.

How you can help us

  • Enjoy yourself
  • Respect the environment and the enjoyment of other visitors by taking note of our Customer Etiquette notices
  • Be courteous and respectful towards us
  • Tell others about your experience and visit us again soon
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