Whilst there is a legal responsibility and obligation to provide and promote an equitable service, we also recognise the need to create an environment which enable all users of the service to enjoy the experience. We value the uniqueness of those who our facilities and services and those who work to deliver them. This charter encourages good practice and demonstrates our commitment to providing a service which is sensitive to the needs of both users and staff.

The city council's sports service will continually strive to improve its understanding of diversity. It will also promote positively individual behaviours and actions which create an environment that embraces diversity, including differences in culture, religious belief, age, race, disability, gender and sexual orientation.

How do we put Diversity and Equality into practice?

Step 1 - Understand Diversity and Equality

• Understand, respect and value difference
• Avoid stereotyping either customers or colleagues. People are different and have the right to express and practice their beliefs without fear of prejudice or ridicule
• Challenge our own prejudices and be willing to change our behaviour

Step 2 - Apply Diversity and Equality

• Create an environment in which both customers and staff feel comfortable and where they can enjoy participating or working
• Develop a diverse workforce which is reflective of the local community
• Work towards removing any barriers which promote inequality - such as attitude, ignorance, bad practice and failure to consider different needs - through training, consultation, innovation and creativity
• Be accountable for our attitudes and actions
• Recognise and embrace the responsibilities placed upon us
• Respond to the diversity and equality performance standards in the customer charter
• Demonstrate equality and fairness in all aspects of our service

Step 3 - Challenge Bad Practice

• Share and celebrate good practice
• Challenge bad practice at all levels, using appropriate procedures
• Encourage the reporting of cases of discrimination and, in particular, of racial incidents
• Consider and review our language and etiquette. Ensure it is appropriate and not likely to cause offence
• Show zero tolerence to comments and behaviour which devalue and offend individuals or groups

CUSTOMERS
If you experience any problems with the service provided, or have any comments to make, please speak to the duty manager. Alternatively, please write down your suggestion, complaint, compliment or comment on a Customer Comments form available from your local leisure centre reception or by calling 0121 464 5000.

STAFF
If you have any issues relating to diversity and equality speak to your line manager or to the Equalities Forum.

For copies of this charter in alternative formats, including large print, Braille and community languages, please telephone 0121 464 4100