CUSTOMER SERVICE CHARTER




Dry Sports Customer Service Promises to you

We will:

• Open as advertised giving you at least 30 days notice of changes to our programme.


• Provide facilities and assistance to make life easier for people with special needs.


• Provide safe, clean, well maintained equipment and facilities.


• Provide a varied programme to cater for all requirements, ages and abilities.


• Provide staff who are courteous, properly trained and happy to assist you at all times.


• Provide suitable and comfortable environmental conditions for the activities you are undertaking.


• Make sure your activity is available and properly set up for the time it is booked for.


• Our aim is to undertake the majority of set ups within 3 minutes and all set ups within 5 minutes.

• Make both swimming and learning to swim an enjoyable experience.
  
  
• Open as advertised giving you at least 30 days notice of changes to programmes.


• Supervise pools with courteous and helpful lifeguards who are fully trained and properly assessed.


• There will be at least 2 lifeguards on main pools always.


• Have clean and properly disinfected water that is tested every 2 hours.


• Have the water tested every month by an external contractor to ensure no bacteriological growth.


• Have clean and properly maintained pool surrounds and changing areas.


• Operate a safe and well maintained locker system for the security of your belongings.


• Have an emergency plan, in which all staff are well trained. Maintain an alarm system, for your safety, which will be checked daily.


• Provide facilities and assistance to make life easier for those people with special needs.


• Play suitable background music at advertised times and at acceptable levels.


• Provide varied programmes catering for all requirements, ages and abilities.


• Maintain the pool temperature at appropriate levels. Our aim is to keep the pools at a minimum of 27 degrees, with air temperature at 29 degrees however where this is not possible you will be adequately informed.

• Provide a structured range of courses that are educational whilst being fun and varied.


• Offer a quality service that is good value for money.


• Provide qualified staff who are courteous, properly trained and happy to assist you at all times.


• Ensure that our instructors keep up to date with the latest coaching techniques and methods.


• Provide facilities and assistance for those with special needs to make life easier for them.


• Advertise courses at least 1 month in advance with clear guidance on enrolment dates and procedures.


• Operate an enrolment system that is properly managed and enables progression.


• Provide necessary equipment.


• Run courses at times that are convenient to you.


• Advertise and provide holiday 'crash courses' and taster sessions in a variety of activities.

• Ensure children's safety when they are in our care.


• Ensure a suitable Safeguarding Policy is in place and followed.


• Employ suitably qualified, responsible staff who've been carefully screened prior to appointment.


• Provide staff that are courteous, properly trained and happy to assist you at all times.


• Ensure that a qualified First Aider is always on duty to provide care.


• Provide facilities and assistance to make life easier for children with special needs.


• Carry out regular maintenance safety checks on areas and equipment.
• Ensure all areas are clean and hygienic at all times.


• Open as advertised, giving at least 30 days notice of changes to our programme.


• Provide an exciting and varied programme of activities, which is both educationally and also physically stimulating.


• Follow the advice and guidance regarding children when developing or operating existing or new facilities.


• Advertise and provide a varied programme of enjoyable holiday activities.

• Make you welcome and help you enjoy the use of our facilities.
• Open as advertised giving at least 30 days notice of any changes.


• Provide facilities and assist to make life easier for people with special needs.


• Provide safe, clean and well maintained equipment and facilities.


• Provide a varied menu which includes 'Healthy Options' to cater for your requirements.


• Provide courteous staff who are properly trained and happy to assist you at all times.

• Make you welcome and help you enjoy the use of any of our facilities.
• Open as advertised giving at least 30 days notice of any changes.
• Offer a quality service and facilities that you think are good value for money.


• Provide facilities and assist to make life easier for those people with special needs.


• Provide safe, modern, clean and well maintained equipment and facilities at all times.


• Keep you aware of, and provide where possible, the latest treatments for Health and Fitness.


• Provide guidance for the safe and effective use of any products we sell.


• Provide a variety of programmes to cater for all of your requirements.


• Provide staff who are courteous, properly trained and happy to assist you at all times.