The purpose of the customer forum is to discuss the current level of service in a variety of departments at The Centre and Sir James Altham. The meeting will be held as per the terms and conditions of the Customer Forum.

1. Present

2. Apologises

3. Previous minutes

4. Customer comments review

4.1 – Actions from last review

4.2 - Review of previous quarters comments & actions

5. Customer Service feedback

5.1 – Staff (attitude, appearance)

5.2 – Booking process & Telephones

6. Ideas

6.1 – Retention of users

6.2 – Development of service

6.3 – Community Involvement

7. New projects

9.1 – Programme development/amendments

9.2 – New building projects

9.3 – Out reach and Sports Development

8. General feedback & AOB

10.1 – Beaumont’s Gym

10.2 – Aerobics studios

10.3 – Swimming pool/lessons

10.4 – Children’s activities

10.5 – Dry side activities & Catering

10.6 – Changing rooms & toilet facilities

10.7 – General cleaning standards.

10.8 – Staff

9. Date of next meeting

Present:

Chair

Steve Salwa Operations Manager, Sir James Altham (SS)

Miroslav Nestorovic Operations Manager, The Centre (MN)

Attendees

Mike Castro

Brian O’Hara

Daniel Caton

Chris Antill

Sunny Anne Bissenden

J. Hutchinson

	Action	By Who	By When	Actual
2.	Introduction
	MN thanked all present for attending then introduced himself and SS. MN gave an overview of the purpose of the forum and asked for the terms and conditions of the group to be signed by all attendees.	NA	NA	NA
	SS asked for everyone in the group to introduce themselves and to give a brief overview of what areas of the facilities they used.	NA	NA	NA
3.	Customer Comments
	MN gave an overview of the comments that had been received at The Centre over the last 3 months.	NA	NA	NA
	SS gave an over view on the comments received in the most recent customer satisfaction survey at SJA. SS said the most prominent comment was the need to revise the current enrolment process for the Swim Academy. SS informed the forum that the issues surrounding the current process had been discussed and a new process that will alleviate the frustrations of the current system will be implemented at the end of this current term.	SS	Dec-11
	SS also gave the group an explanation of the situation with the dysfunctional lockers. SS has received a number of quotes and looked into several possibilities of resolving the maintenance issue since the original providers are no longer in business. SS hopes to have a new contract in place by the next time this group meets.	SS	Mar-12
	The floor was then opened for additional comments from the forum	NA	NA	NA
	Comments relating to Beaumont’s- Recumbent bikes regularly out of order, this may be due to the battery packs being at a reduced capacity MN will look into this and replace where required. Gym temperature is regularly very warm. MN explained that when the extension was carried out on the gym the old system had been left in and that it has struggled with the increased area it now cools. MN informed the forum that the temperature is checked every two hours and is within the YMCA recommendations for the gym environment. It was suggested these temperature readings could be displayed in the Gym and MN agreed to this being possible. Music selection in the gym is often unsuitable and can ruin the customer’s enjoyment of the facility. MN will look into this further and bring it up in the next Gym instructor’s team meeting. Concerns were raised about the performance of the gym staff MN to address this in the next team meeting.	MN MN MN MN	Dec-11 Dec-11 Jan-11 Jan-11
	Comments relating to Bodyworks Programme- Would it be possible to have yoga and Palliates classes at 8:30am? MN informed the Forum that the current bodyworks programme is due to be reviewed and that this can be considered. MN said that if comments card can be submitted by people who they think would be interested in attending these sessions it would give us a better gage of the interest levels for this.	MN	Jan-12
	Comments relating to Sir James Altham- It was suggested that music should not be played in the pool hall. This caused discussion amongst the group as it was felt that it was a 50/50 split of customers that enjoyed the music and that didn’t. One of the problems that were highlighted was that we have a limited number of CD’S and that hearing the same songs day in day out can be very tedious. SS said that a larger selection would be purchased shortly. It could be an idea for the future to have music off during designated time slots. A relax and swim is going to be added to the programme shortly.	SS	Jan-11
	Changing facilities at The Centre- A problem that was highlighted was that the floor in the males is often covered in water. MN said this was the first time this had been brought to his attention. Signage will be displayed and the possibility of slats will be looked into.	MN	Jan-11
4.	Ideas (Retention)
	It was suggested that we held a Xmas get together for customers.
5.	AOB
	Members of the forum praised the customer’s service delivered by staff at SJA saying it was a very welcoming atmosphere and you are always said hello and good bye to which goes a long way. It was suggested the Forum was made up of one main demographic and that possible future meetings should try to attract a more diverse group. SS said we would try to do this and that future meetings maybe held out of office hours to help accommodate this.

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