1  Choice and equality

We will offer a wide choice of activities for all ages and abilities, either directly or by working with other organisations. We will actively encourage participation from all sections of the community. We will respect people’s individuality and ask that customers do the same.

2  Centres open on time and offer value for money

Centres will be open and activities will begin at published times. All equipment and related facilities will be in good working order. We will provide activities and programmes that we feel represent value for money. We offer concessionary schemes, such as Passport to Leisure, in addition to a choice of payment methods.

3  Courteous, helpful and trained staff

Staff will provide a warm and friendly welcome, support you in your activities, be well presented and wear uniform and name badges. All staff will be appropriately trained and hold relevant qualifications.

4  A clean, safe and comfortable environment

All facilities, including outdoor areas and car parks, will be clean and tidy. We will take reasonable and practical steps to protect your health, safety and security and will comply with all relevant Health and Safety legislation and guidelines. To ensure your comfort and enjoyment, environmental conditions will be maintained at a level appropriate to the activity
taking place.

5  Accurate Information

Information on opening times, activities and prices will be available in all reception areas and through the Corporate Contact Centre (303 1111)

6  Customer consultation and complaints

We will consult users and non-users about our service and their views will be positively encouraged. We will respond to complaints within 10 working days.

These standards are complementary to Birmingham City Council’s corporate Customer Charter standards.

If you experience any problems with the service provided, or have any comments to make, please speak to a member of staff. Alternatively, please write your comment, complaint or compliment on a Your Views form which is available at your local leisure centre reception or online.