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Quest

Mystery Visitor Report

Details of Mystery Visit at:

Ponteland Leisure Centre

Operating organisation Leisure Connections Ltd., on behalf of Northumberland County Council

Date(s) of Visit Sunday 10 July 2011

Time(s) of Visit 11.30 – 1.30 pm

Facilities viewed Reception Area

Main Swimming Pool

two Small Learner Pools

Changing Village

Fitness Suite

Main Hall

Squash Court

Crèche

Sauna

Poolside Vending Area

Reception Vending Area

Activities undertaken swim

sauna

use of Vending Area

Ponteland Leisure Centre, MV Report July 2011 2

Note: some elements of the Mystery Visit have been scored on a 1–4 basis.

1 = Poor, 2 = Fair, 3 = Good, 4 = Excellent

These are shown within the report in the boxes and represent the views and observations of the Mystery Visitor during their V isit. The scores will

be used by the Assessor and represent up to 7% of the total Assessment score.

Context of Visit:

The Mystery Visit was conducted on a pleasant Sunday afternoon. During our Visit we enjoyed a swim and sauna. After our swim we purchased

a cold drink from the Vending Area located off the Reception.

There were approximately 16 people in the Swimming Pool during our Visit; however the rest of the Centre was quiet.

Ponteland Leisure Centre is in a very pleasant location surrounded by the Rugby Club, Football Club and Cricket Club. It is also within walking

distance of the town and close to road and bus networks.

Management Issue Best

Practice

Principle

Score out of 4 Management Issue Best

Practice

principle

Score out of 4

FOP 2 Cleanliness BPP4 3 FOP 7 Changing Rooms BPP1 3

FOP 3 Housekeeping & Presentation BPP4 3 CR 1 Customer Care BPP2 3



FOP 4 Maintenance BPP8 2 CR 5 Bookings & Reception BPP3 4

FOP 6 Environmental Management BPP5 3 CR 5 Bookings & Reception BPP4 3


Facilities Operation

FOP 2 Cleanliness

Quest Best Practice

The level of cleanliness is visibly acceptable, taking due account of customer expectations

There are high standards of hygiene in critical areas

Customers are not put at risk or inconvenienced as cleaning takes place.

BPP4. The standard of cleanliness of the facilities is visibly acceptable.

For the standard of cleanliness on the day I would score 3

Ponteland Leisure Centre is an old building but in a very pleasant location. The Reception Area was very welcoming and my first impression was

of a clean and tidy complex.

However, I saw the following examples of poor cleanliness:

water marks around the water line in the Swimming Pool

mildew on black grates around the top of the Swimming Pool

litter in the Changing Village cubicles

mildew on the walls in the Female Toilets in the Changing Village

the floor of the Sauna was in need of attention in the corners and under the heater.

Good examples of cleanliness included:

the Reception Area was clean and well presented

the Fitness Suite was extremely clean and tidy

the floor of the Main Hall was very well presented


looking through the window the Crèche appeared to be very clean and tidy.

I did not observe any Hygiene Monitoring Sheets; however I did observe a notice displayed in the Changing Village which stated that the Toilets

and Changing Rooms were monitored and checked on a regular basis but requested customers inform a member of Staff if they required

attention.

During my Visit I observed a Leisure Attendant cleaning the floor in the Fitness Suite. I also observed a Leisure Attendant carrying a mop and

bucket in the Main Corridor taking it towards the Squash Court.


FOP 3 Housekeeping and presentation

Quest Best Practice

The facilities are presented in a fit and tidy state, reflecting general pride in the provision by the organisation and the Staff

Signage, accessibility and security are all effective.

BPP4. All customer accessible areas are clean, tidy and safe for use. For the presentation of areas seen by customers I would score 3

BPP6. External signage is clear and effective. For the external signage I would score 1

BPP7. Accessibility to the Centre and transport arrangements meets customers’ needs. For accessibility and arrangements for transport I would score 3

Ponteland Leisure Centre was clean, tidy and in my opinion safe for use. All fire exits and walkways were clear and free of obstruction. Clear

signage was also displayed throughout the Centre. Signage was used while cleaning tasks were being carried out.

Housekeeping was generally good throughout however I did observed the following examples of poor housekeeping:

an old carpet had been left outside of the Fitness Suite to the rear of the building

my changing cubicle door lock was not working in the Changing Village

one hair dryer in the Changing Village had no hose and attachment

the Female Toilets in the Changing Village were in need of attention. Details will be outlined later in the Report.

All rooms for Staff use were locked when not in use and lights were turned off.


The Centre is an impressive old building just off the main street in the Town Centre. I only saw one sign which was displayed leading from the

main road into the Centre.

Management had made good use of marketing by displaying several large banners on the external walls of the Centre and at the entrance to the

Centre . The banners informed customers of the various promotions taking place including the Bodywatch Fitness Suite promotion and the

Swimming Amateur Swimming Association (ASA) programme. The Leisure Centre was adjacent three playing fields which were the home to the

Football Club, Rugby Club and Cricket Club. These areas were all well used during my Visit and it gave the feeling that the Centre was at the

hub of the town.

A large Car Park was available for Leisure Centre users with additional parking available for users of the various Sports Clubs using the adjacent

facilities. Disabled parking was available for customer use as well as a dedicated “drop off zone”. Automatic doors gave access to the Disabled

user and once inside doors were wide and a lift provided access to the first floor which allowed access to the Function Suite.

As it was daylight during my Visit I was unable to test the Car Park lighting; however I did observe that the Car Parks appeared to have ample

lighting.

A zebra crossing was marked on the road leading to the entrance to the Centre from the footpath. A barrier was also available to prevent access

to the additional Car Parks when the Sports Clubs were not in use. This would prevent the unnecessary access of traffic to the front of the

Leisure Centre.

The Swimming Pool was well located for the community with easy access by foot, bus and car.

Cycle racks were provided to the front of the building.

Internal signage was clear and easy to follow however I did not observe any Braille.

Closed Circuit Television (CCTV) cameras were observed both inside and outside of the Centre.


FOP 4: Maintenance

Quest Best Practice

Maintenance is based on an effective preventive approach to ensure customer enjoyment and safety

Repair requests are actioned promptly within an effective system

The facilities are well maintained within the constraints of the Centre’s age and structure.

BPP8. The facilities are visibly well maintained. For the standard of maintenance I would score 2

The Leisure Centre is an old building however at first glance when entering the Centre the general appearance was good. However, once inside

there were several examples of poor maintenance, these included:

the walls to the Female Toilet in the Changing Village were blistering and appeared to be damp with paint flaking, they looked very

unpleasant

there was evidence of painting taking place in the Changing Village however the painting stopped in the middle of the wall. It appeared that

one coat of paint had been added very poorly to the wall but then stopped. As there were dirty marks on the wall it would appear that this

work had been left unfinished for quite a while.

there were a lot of weeds around the rear of the building

the Sauna was faulty. Details of this will be outlined later in the Report

one hairdryer was not working in the Changing Village with both hose and nozzle missing

the handle on the inside of the Sauna was broken.


FOP 5: Equipment

Quest Best Practice

Suitable, sufficient and well-maintained equipment is available for use

A range of equipment is provided to allow and meet programming variety

Safety in use is achieved.

Good selections of swimming items were displayed for sale behind the Reception desk including the Zogg range. All of which appeared to be

reasonable priced. A chiller cabinet also stocked a new energy drink which was being advertised in the Reception area.

Hot and cold drink vending machines were available in the Pool Vending Area and the Reception Area as well as a snacks machine. All

machines were well stocked and reasonably priced for the community. All the machines appeared to be in full working order.

The Swimming Pool was split into three areas and was well equipped with the following:

Lifeguard High Chair

spinal board

throw ropes

grab poles

floats

lane ropes

hoist.

The two Small Learner Pools were circular areas off the Main Pool and designed for children’s use. During my Visit I observed two Swimming

Teachers giving one to one lessons with two small children in these areas. During the lessons I observed floats being used as well as toys and

hoops to aid swimming under water.

The door to the Store Room on Poolside was open and I was able to see a selection of floats located inside. .


Outside of the Sauna I observed two relaxation chairs which were positioned to allow customers to relax whilst watching over the Swimming Pool.

A Bank of communal showers were available on Poolside however no additional showers were provided within the Changing Village.

An excellent range of equipment was available in the Fitness Suite. All cardio and resistance equipment was supplied by Life Fitness and

appeared to be in excellent condition and well maintained. A good selection of free weights was also available in a nearby room. Air conditioning

was also provided in the Fitness Suite. Entry to the Weights Room was by card entry.

The Main Hall was not in use during my Visit however I observed football goals, dividing curtains and basketball rings, all of which appeared to be

in good condition. The Hall was bright and airy.

The Crèche was closed during my Visit. Looking through the windows I was able to see a good range of toys and equipment. The room was

bright and attractive with pictures displayed making it attractive to children. The door was controlled by keypad entry systems.

A lift was available to take customers to the first floor which gave access to the Function Suite; however the area was closed and in darkness

during my Visit. I was therefore unable to observe this area.


FOP 6: Environmental Management

Quest Best Practice

Planning ensures that environmental factors in customer/staff-sensitive areas are managed and controlled

Reasonable temperatures, lighting and ventilation for sporting, social and Staff areas is achieved

Use of utilities is managed and reduced where possible as part of an overall environmental management approach

Sensible initiatives contribute to lessening the impact of the facilities on the environment.

BPP5. Environmental conditions are good throughout the Centre. For the environmental conditions I would score 3

I found the environmental conditions in the Centre to be very good with both the water and air temperatures pleasant. The temperatures were

conducive to the activities taking place. The Reception Area was warm and but the Swimming Pool and Changing Village warmer to allow for a

pleasant swimming experience. The Fitness Suite was cool and suitable for exercise. Thermometers displayed on Poolside however they were

located in the far corner and I was unable to view these without being obvious.

The air temperature in the Sauna was very pleasant once it started to work properly. The water temperature from the Shower was comfortable

but took a while to reach a comfortable temperature. There were no cold showers available for use after using the Sauna.

Good supplies of bins were located around the Centre including nappy bins in the Changing Village; however I could not find a bin in the

Reception Area near to the Vending Machines.

A large bank of recycling bins was located at the bottom of the Car Park. Signage was also displayed to inform residents of the location of the

Recycling Area.


FOP 7 Changing Rooms and Toilets

Quest Best Practice

Changing Rooms and toilets are comfortable, appropriate and clean

Changing Rooms and toilets are regularly inspected, cleaned and stocked

Changing Rooms and toilets are equitable, accessible and family friendly.

BPP1. Hygiene and cleanliness are maintained throughout all levels of use. For the levels of hygiene and cleanliness in Toilets and Changing Areas visited I would score 3

Overall the standard of cleanliness in the Wet side Changing Village was good; however, as mentioned earlier the Female Toilets located in the

Changing Village were in need of attention.

The walls were in a very poor condition and made the room look dirty.

Whilst the Wet side Changing Village accommodated both male and female customers separate toilet and changing facilities were also provided

for Dry side activities and outside activities. I was unable to gain access to these areas during my Visit.

The following were observed in the Wet side Changing Village:

large family changing cubicles

Disabled Changing cubicles

nappy changing tables

nappy bins

hair dryers with shelves below and mirrors above

Disabled Toilet

communal showers located on Poolside

sanitary bins were also provided in the Female Toilets

some changing cubicle doors would not lock


several changing cubicles were located around the edge of the Small Learner Pool.

A large bank of lockers was provided which required a 20p coin to operate. The 20p was not refunded. The lockers were large enough to allow

a family to share. The lockers all appeared to be in good working order.

Toilet roll and soap dispensers were all empty during my first inspection; however I did observe a Leisure Attendant and Duty Officer cleaning the

area and re-stocking the dispensers. When I did a further inspection, all dispensers were full and the Toilets were clean and tidy.

As mentioned earlier in the Report, one of the hair dryers was not working and was missing a hose and attachment.

A Disabled Toilet was provided with grab rails, sink and hand dryer as well as good supplies of soap and toilet paper. This toilet was located

within the Female Toilets in the Changing Village.


FOP 8: Health and Safety Management

Quest Best Practice

The Centre has an up to date and specific Health and Safety Policy and management programme

Management and the workforce are aware of and undertake their responsibilities in health and safety proactively

Customer and Staff safety is a priority in all facilities.

I observed very poor standards of Lifeguard duties during my Visit. Two Lifeguards were rotating on a regular basis however there was only one

Lifeguard on duty at any time.

When I first entered the Pool I observed one Lifeguard positioned in the Lifeguard Chair on the side of the Main Pool. Both Small Pools were

closed. Shortly after I entered I realised that the Lifeguard had left the Poolside. I then realised that another member of staff was bending over

in the Storeroom pulling out lane ropes with his back to the Pool. I later realised this must have been the Duty Officer. He continued to set out

the lane ropes to section off one area of the Main Pool. Another Leisure Attendant came to help and chatted to him whilst they were carrying out

the work. Neither was watching the Pool and no other Lifeguard was present.

After the lane ropes were in place the Duty Officer took his position in the Lifeguard Chair.

When my husband realised there was a problem with the Sauna he approached the Duty Officer to let him know it was not working. While the

Duty Officer was talking to my husband he was looking down at him and not observing the Pool. The gentleman then got down from his chair and

walked around the Pool to the telephone. He telephoned another member of Staff to enquire about the Sauna but had his back to the Pool

during this conversation. Seeing another Lifeguard on the balcony walking to the Staff Room he shouted and asked for someone to come to

Poolside while he sorted out the problem. At this point another Lifeguard came on to Poolside but stood at the bottom of the Lifeguard Chair.

The Duty Officer went away to sort out the problem with the Sauna. As soon as he came back onto Poolside the Lifeguard left. The Duty Officer

walked into the Sauna Cabin to see if it had started to heat up, then walked back to the Lifeguard Chair after telling us it should be working

properly in five or 10 minutes. Throughout this time there was up to 16 people in the Pool; however all children were being supervised by their

parents. I did feel the levels of supervision were very poor.


Lane ropes were available to separate the areas for lane swimming however; no signs were available to inform customers of the direction in

which to swim. Anti wave ropes were stored on Poolside during my Visit.

During my swim I also observed Staff and customers climbing over the metal barrier separating the Poolside from the Pool Vending Area. Tables

and chairs were present in this area and parents used the area to watch their children in the Pool. I observed parents climbing over the metal

barrier and walking onto Poolside with outdoor shoes to walk up to their children to speak to them while they were in the Poo l. I also observed

parents handing over their children to Swimming Teachers then climbing back through the barrier to sit in the Vending Area. Staff were also

seen coming down the stairs from the Staff Room and then climbing over this barrier. Whilst it was obviously being misused, I also felt it was

dangerous as young children and toddlers could access the water if they were not in full vision of their parents at all times.

Signage was well used to inform customers of the drop in pool depth and also not to dive in shallow water. Large signs were displayed informing

customers that the Small Learner Pools were closed.

The following examples of safe working practices were observed:

all fire doors and corridors were clear and free of obstruction

fire doors were well signed

fire action notices were displayed

lane ropes were available to separate swimmers to ensure their safety

Lifeguards used a high chair to ensure good visibility

panic alarms were present on Poolside

a good supply of throw ropes and grab poles were available on Poolside

over shoes were required to be worn on Poolside

A good array of safety notices were displayed and included:

Under 8’s Policy

“no armbands beyond this point” situated in deeper water

“no diving”

“no swimming under diving board” Pool Rules were displayed on Poolside

Institute of Sport and Recreation Management (ISRM) notices were displayed for the Sauna


“hazardous chemicals” notices were displayed on Store Rooms to the outside of the building

“danger flammable” notice was displayed on this door

Shutters were in position to the Plant Room on the outside of the building.

The Fire Assembly Point was also clearly marked in the Car Park.

I did not hear the Public Address (PA) system during my Visit.


Customer Relations

CR 1: Customer Care

Quest Best Practice

Quality standards of customer service are defined and delivered consistently by all Staff

Staff are trained to provide customers with information, assistance and sell services proactively

All Staff are empowered to make on-the-spot decisions about customer service

Customers have equal access and opportunity to services and facilities.

BPP2. A clear set of relevant and measurable standards of customer care are displayed in key areas. For the display of clear standards of customer care I would score 3

BPP6. Staff are professionally dressed, clearly identifiable and accessible to customers. For the presentation and profile of Staff seen I would score 4

BPP7. Staff are generally helpful and pleasant, and respond positively to enquiries and sales opportunities. For Staff observed identifying and attempting to match customer needs I would score 2

A Customer Charter was displayed in the Reception Area and a further notice displayed in the Changing Village which outlined the following:

Under 8’s Policy

no mobile phones

inspections of the Changing Village and Toilets

wearing of overshoes.


I did feel the information was printed in quite small writing. There was a lot of information on the notice and it was difficult to read it all at first

glance.

All Staff were clearly identifiable in branded uniform with Harpers Health & Fitness logo and name badges displayed. A notice was displayed

behind the Reception desk which showed the name of the Duty Officer that day. The Duty Officer on duty during my Visit was B ill.

Staff wore the following coloured uniform:

Leisure Attendants wore navy polo shirts and navy bottoms

Lifeguards wore yellow polo shirts and red shorts.

All Staff were very pleasant and helpful however they tried so hard to please they forgot to follow serious Health and Safety procedures.

When we entered Ponteland Leisure Centre we were immediately greeted by the Receptionist who smiled and made eye contact. He asked how

he could help. When we asked for a swim and sauna we were asked if we were members before being told the cost. He also went on to ask if

we had a 20p piece for the locker. I thought this was very proactive as I usually have to ask how much lockers are. However he did not tell us

where to go but the signage was very clear.

The Duty Officer informed my husband that they had been having problems with the Sauna all day when he reported that it was not working

correctly. He then covered his Lifeguard duties to allow him to make the necessary adjustments to ensure it was working again for our use.

After our swim we walked around the Centre and when we passed the Duty Officer and Leisure Attendant the Duty Officer asked if we had

enjoyed our Sauna and if it had been hot enough. He was very pleasant and helpful.

Another Leisure Attendant saw us coming back from the Fitness Suite and asked if he could help. We told him we had “just had a look around

the Fitness Suite”. He smiled and said “oh right” and went off to do his cleaning. He missed the sales opportunity and let us go without any

information.

When we left the Centre, again the Receptionist acknowledged that we were leaving, smiling and saying goodbye.


Access for the Disabled was very good. I observed the following:

dedicated Disabled parking bays

flat access to the Reception

automatic door entry

lift to first floor Function Suite

Disabled hoist

Disabled changing cubicles

Disabled Toilets in the Changing Rooms.

Customer information was readily available in the Reception Area and a wide variety of notices were displayed throughout the Centre. However,

many of the leaflet holders were empty.

The Centre leaflets had been professionally printed were bright, clear and provided a wide range of information. They were also branded with

the Harpers Health & Fitness logo and followed a specific branding style which was very attractive.


CR 2: Customer Feedback

Quest Best Practice

Customer comments and feedback are actively encouraged by all Staff and acted upon. They are seen as an opportunity to improve and help

drive improvements for customers.

Customer feedback was tested in a written capacity.

Date and type of

comment

Contact name Details

Response

A request was posted

on the website on 5th

July 2011.

Anne Pattinson I enquired about holiday activities for children

in the summer.

I received an e-mail which was

automatically generated to confirm

receipt of my enquiry. I then received a

telephone call to follow up on the

enquiry.

I posted a request for information about children’s holiday activities for the summer on the website. I received an e-mail immediately to

acknowledge receipt. The e-mail arrived at 20.39 on 5th July 2011. I received a telephone call a few days later but missed the call, a message

was left asking me to ring back if I still required information. However, I then received another telephone call two days later. I asked if they were

able to forward a programme of the activities available during the summer. I asked if it could be forwarded by e-mail. The girl said she would

forward it on but it would be later that night. She then checked and informed me that she had my e-mail address. Unfortunately I have still not

received any information.

I felt the response was very quick; however the lack of follow up with information would have resulted in lost business.

A large display located in the Reception Area showed details of the Customer Forums that were held at the Centre. The last Customer Forum

had been on 7th July 2011. Several questions and answers were displayed but I felt they were very brief and did not give sufficient information.


The questions were displayed under the heading “you said” and the answers under the heading “we did”. Questions referred to bookings,

Changing Room cleanliness, shower temperatures, class cover and Reception messages. A box was positioned next to these questions and

answers for comment cards but no cards were available in this area. When I left the Centre I picked up a selection of leafle ts from the display

near to the entrance doors. When I got home I realised that the comment card was titled “any bright ideas” but the design was in the same

format as all the other leaflets and flyers and I had picked it up thinking it was another flyer.

Inside the leaflet the Customer Charter was printed on the left hand side and a contact e-mail address was given for the customer who preferred

to send their comments in that format.

The right hand side of the card was designed for the customer to leave their details and comment with the option of writing on the back if

necessary.

A further display gave details of planned maintenance work had been programmed into the maintenance schedule.


CR 4: Marketing

Quest Best Practice

Strategic and planned marketing activity is documented, which the Centre uses to identify, plan and cost a ll marketing activities

Accurate, attractive and up-to-date information is provided for the local community/target markets through a variety of methods

A variety of promotional methods are used within the budgetary constraints of the Centre to increase income and usage

The organisation operates to a clear pricing policy, which seeks to ensure that subsidy is targeted effectively and is reviewed regularly.

I picked up a wide selection of leaflets from the display racks in the Reception Area These included:

group exercise programme

activities available at this centre

wedding and functions information pack

special offers

refer a friend to swim school

Harpers health check

Bodywatch Fitness Suite promotion

any bright ideas?

All flyers were professionally printed on glossy paper. They were colourful, attractive and had clear print. The information available in these

leaflets was excellent; I particularly liked the group exercise programme which gave explanations of the type of exercise class offered and its

intensity. These leaflets were extremely well laid out, gave a lot of important information to the customer without becoming unattractive. A

directional map, contact details and address were all printed on the back of each leaflet as well as information on booking, refunds and health

and safety information.

The Zoggs fitness programme was also displayed on Poolside showing various programmes for swimmers to work towards.

Large banners were displayed outside the Leisure Centre giving details of promotions and activities available. These included:


Bodywatch

Swimming ASA Programme.

Notice boards were displayed throughout the Centre giving information on the Clubs that used the facilities. These included the following:

badminton

taekwondo

archery

cricket

football

rugby.

Another board was dedicated to Adult activities but only had information on adult swimming sessions.

The group fitness leaflet outlined the opportunity to save money by becoming a member. This explained to customers that if they attended two

or more classes per week they could save money by taking out a Harpers Membership.

A professional image was portrayed through the use of branding which included:

Harpers Health & Fitness logo

Northumberland County Council

Leisure Connections

Body Training Systems (BTS) exercise classes

Amateur Swimming Association (ASA ).


CR 5: Bookings and Reception

Quest Best Practice

The administration system for bookings is customer-friendly and provides a range of opportunities for one-off (non-casual) bookings, and

effective regular bookings

Customers needs are fully clarified and actioned through to completion of booking

The Reception service operates in a smooth manner with skilled, knowledgeable Staff providing prompt attention to customers and first time

visitors.

BPP3. The Reception area is accessible, welcoming and customer friendly. For the welcome at Reception I would score 4

BPP4. Reception Staff are well presented, professional, friendly and helpful. For the approach and attitude of the Reception Staff experienced over the telephone and observed during the MV I would score 3

The Reception desk was to the right when entering the Leisure Centre. The Reception Area was bright, cheerful and welcoming it also had a

lowered section suitable for Disabled users.

There was a good display of items for sale including swimming equipment and energy drinks as mentioned earlier in the report. This was a good

reminder to customers who may have forgotten equipment.

The Receptionist was very pleasant and friendly dealing with our enquiry and took the opportunity to ask if we had a 20p coin for the lockers.

The Reception desk was also manned throughout our Visit.

Vending Machines were located to the far end of the Reception Area with a couple of seats for customer use. An additional Vending Area was

positioned on Poolside. This area had a selection of tables and chairs and was well used during my Visit.


The Reception Area had a good range of notice boards and leaflets to notify customers of activities available and promotions. This helped to

make the area attractive and colourful.

Lost property was tested by way of a telephone call; details of which can be seen in the table below.

The following telephone calls were made prior to and after my Visit using the following telephone number:

01661825441

Date and time of call No of rings Response Comments on friendliness, attitude, approach &

professionalism

Saturday 9th July 2011

2.05pm

Answered immediately

by recorded message.

Pressed option “O” for

Reception.

15 rings

No response

Saturday 9th July 2011

2.10pm

Answered immediately

by recorded message.

Pressed option “O” for

Reception.

3 rings.

Good afternoon Ponteland Leisure

Centre. I didn’t catch name given.

I enquired about the Pool opening times on Sundays. I

was given comprehensive details of opening times and

details of the lane swimming. I enquired further about

access to Sauna and was told I could access the

Sauna from Poolside. Purchasing both together would

cost £3.80 for a non member. The Receptionist was

very pleasant and helpful.

Monday 11th July

2011

5.05pm

Automatic answering

service. Selected “O”.

11 rings.

Good afternoon Ponteland Leisure

Centre, Debbie speaking.

I enquired about swimming lessons for my son. I was

given a lot of very useful information and I felt the

Receptionist tried hard to encourage me to book

lessons.


Monday 18th July

2011 8.15pm

Automatic answering

service. Selection “O”.

1 ring.

Good evening Ponteland Leisure

Centre, Joanne speaking; how can I

help?

I enquired about a lost earring and was immediately

told nothing had been handed in. Joanne then

checked that I had lost it on that same day and when I

said it had been lost yesterday, she then said sorry

nothing has been handed in. No effort was made to

take a description or ask for my contact details. Whilst

Joanne came across as being apologetic and pleasant

she was not very helpful.

Tuesday 19th July

2011

Automatic answering

service. Selection “3”

for Sales.

4 rings.

Ponteland Leisure Centre. I didn’t

catch her name.

I asked the price of gym membership. I was told that

Rob wasn’t in at the moment and I would have to

speak to him as he dealt with sales. The Receptionist

went on to tell me she didn’t know anything about it but

she offered to take my name and number and ask Rob

to ring me tomorrow. I declined. This was a lost sales

opportunity.

During my telephone conversation on 11th July, 2011, I enquired about swimming lessons for my son. Debbie explained that the term would

be ending shortly and that a new term would start in September and run to December. She gave details of the times lessons ran and the cost

of the programme. She went on to inform me that I would need to ring him along for an assessment to see what level he was at to enable the

correct swimming lessons to be booked. The assessments were held on a Saturday. Debbie tried very hard to get me to book in for an

assessment in order that I could book onto the programme of lessons ready for September.

During the conversation I also asked about the size of the Main Pool and if they had dedicated lane swimming sessions. I felt the level of

customer service and knowledge was excellent.


Staffing

STAF 1 Staff Supervision and Planning

Quest Best Practice

Staff are appropriately trained, qualified and in sufficient quantity to deliver the standard of service promised to customers

Plans ensure that Staff absences can be covered and facilities/activities are not restricted through Staff absence

Shift patterns include time off shift for meetings, training and personal development of Staff

All employment legislation and statutory regulations are adhered to.

Staffing levels appeared adequate for the size of the Centre. During my Visit the Centre was quite busy in the Pool but quiet in the rest of the

Centre; however Staff appeared to be coping well.

I observed the following Staff resources:

two Lifeguards

two Leisure Attendants

one Duty Officer

two Swimming Teachers

All Staff carried out their duties in a professional manner with the exception of Lifeguard duties. The Lifeguards were extremely poor. There

were too many times when they were not observant and turned their back on Poolside. I was also extremely concerned about the fact the

Lifeguard immediately left Poolside when another member of staff came onto Poolside without first waiting to see if that person was ready to

carry out Lifeguard duties.

All Staff had a good relationship with customers using the Centre.

I particularly enjoyed watching the Swimming Teachers who were both carrying out one-to-one lessons with two young children. The Swimming

Teachers obviously enjoyed their job and this came across in the way they taught. They were very pleasant, helpful and had an encouraging


manner with the youngsters whilst also offering praise when due. It was apparent that the youngsters enjoyed their lessons and had a good

relationship with the Teachers.


Service Development and Review

SDR 2: Programme Development

Quest Best Practice

The programme of activities is designed to meet the Centre’s aims and objectives

The programme is dynamic, innovative and responsive to the requirements of the customers and potential customers

Activities contribute to sports development, active health, education, safety and security within the community

The programme considers the various types of user and use to ensure that it is balanced and promotes equality of access.

The activity programme was well balanced and catered for a wide section of the community. There was a good mixture of casual sessions as

well as courses and clubs.

Good use of marketing was in place to encourage swimmers attending the Swim School to bring along a friend.

Activities available included:

general swimming sessions

swim school lesson programme

adult swimming lessons

lane swimming sessions

the use of the Pool for birthday parties

Aqua Fit

Early morning swim sessions

ladies only sessions

kids krazy fun sessions for under 8’s

badminton

sports hall activities including football and basketball

tennis


rugby

squash

crèche facilities

an excellent range of group exercise classes,

There was also a good range of activities for over 50’s.

SDR 5 Information and Communication Technology

Quest Best Practice

Information and Communication Technology is managed legally and safely

All information and data is used, managed, and stored/recovered securely.

Using the search engine “Google” I was able to find Ponteland Leisure Centre through Harpers Health & Fitness. The website address

http://www.harpersfitness.co.uk/gyms/ponteland-leisure-centre took me to the home page from where I found several links to the following:

Centre information

location and contact

opening times

facilities

functions

Harpers personal training

timetables and brochures

wedding venue.

The information offered on these pages was very informative, particularly the timetables and brochures which were available to download in pdf

format.

http://www.harpersfitness.co.uk/gyms/ponteland-leisure-centre


I found the website to be very well designed, bright, clear and informative. It was easy to navigate and a wide range of information was avai lable

to assist with the customers enquiries. However, when I followed the link to kids camps this took me to a generic page giving details of activities

offered by Harpers Health & Fitness at other Leisure Centres throughout the country. It had a sentence at the bottom request ing the customer

contact their local Leisure Centre for information relevant to their Centre. This gave the impression that a range of Ofsted registered activities

were available when I couldn’t actually find any that were operating from Ponteland.

A Photography Policy was outlined on the notice board in the Reception Area as well as in the Wet side Changing Room.


SDR 6 Continuous Improvement

Quest Best Practice

Performance measurement, feedback and process reviews are used as a basis for continuous improvement

Improvement planning forms the basis for ongoing and actual continuous improvement.

The following external awards were noted:

Quest

ASA Registered Centre


Summary of Mystery Visitor’s Findings

The setting of Riverside Leisure Centre was very pleasant being on the river bank and within the town centre. The Centre was very welcoming

and we enjoyed our Visit and would recommend it to family and friends.

Key strengths:

Staff

Fitness Suite

branding

bright, clear and informative marketing material

bright and pleasant Reception Area

bright and attractive website

cleanliness

Key areas for improvement:

Lifeguard supervision was extremely poor and in my opinion unsafe

maintenance of Female Toilets in the Changing Village

the barrier surrounding the Poolside Vending Area required attention as a Health and Safety issue

Staff product knowledge and sales training

locks on changing cubicle doors in Wetside Changing Village

re-stocking of leaflet dispensers around the Centre

offering a tour of the Fitness Suite to prospective members

repair to the door handle in the Sauna.

quest mystery visitor report - whatdotheyknow.com

Documents