customercharter
We value your custom and are fully ensure answers to such correspondence
committed to delivering on our mission are communicated within seven working
which is to, “provide the best experience days.
for students, staff and the local community • Invite your views and suggestions on all
through sport and physical activity.” facilities, through customer feedback
forms, face-to-face questionnaires and a
Our customer charter has been written to Customer Forum.
explain what you can expect from us as a • Communicate our services widely and
service provider and also what we expect directly to members. Provide our members
from you as a valued user of our facilities. with up to date news and information
This charter is also located within the through our website www.leeds.ac.uk/sport.
reception areas of our sports facilities and • Explain fully any changes in membership
should be read with terms and conditions of fees, facility charges, opening hours, hire
membership and relevant usage etiquettes charges etc. and how they will affect our
for the facilities. users.
• Pursue a policy of continuous
Our mission statement is improvement.
“To provide the best experience for students,
staff and the local community through sport How you can help us
and physical activity.” • Please observe the following points: -
• Keep your membership card with you at
Customer Service Provision all times.
To our customers, we intend to: - • Do not use anyone else’s membership
• Offer an extensive choice of activities, for a card as this will be considered fraudulent
broad range of abilities, from casual user to use and will be subject to a suspension of
performance athlete. access.
• Provide a safe environment in which to • Observe the terms and conditions of
pursue your activity. membership of the Sports User Card and
• Provide a courteous, welcoming and the facility regulations as posted in the
informative service at all our reception reception areas and on the website.
points. • Observe the Fitness Suite and Strength &
• Keep all facilities in a clean and tidy Conditioning Room etiquette of use.
condition. • Wear clean, appropriate indoor footwear in
• Ensure staff are wearing a uniform, are all activity areas.
identifiable to users and are trained to • Take care of all equipment and return it to
a high level in the specific areas of their reception or the storeroom after use.
appointment. • Consider other users and be aware of how
• Treat all our customers similarly, your actions or inactions might jeopardise
irrespective of their ethnic background, safety.
religion or sex. • Finish your booking on time and leave the
• Listen to views and suggestions on sporting area promptly.
service, facility and equipment provision, • Tell us if something is broken or damaged.
programmes and courses. To publicise • Do not block any fire exits or corridors with
responses to customer comments and equipment.
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