Agenda item

To review the performance of Leisure Services with an emphasis on service delivery, statistics, performance indicators and customer satisfaction. 

Mr John Blackledge, Director of Community and Environmental Services highlighted the key achievements of Leisure Services citing the one million visits to all facilities and the accessibility and inclusive nature of service provision. He also noted the key challenges to the service acknowledging the increase in energy costs and the maintenance required of the three main leisure facilities.

Mr Blackledge also reported that the Council had entered into a marketing arrangement with Big Wave Media which had had an immediate impact and resulted in an increase in usage in the final quarter of the year and the significant increase in the number of participants in the Learn to Swim programme. He added that customer satisfaction was measured through the Net Promoter Score and should a member of the public return a satisfaction rate lower than seven, a member of the Leisure Services team would contact the individual to discuss improvements required.

The Committee raised concerns that the issues relating to the required maintenance of the three main leisure facilities had not been addressed and that the quality of provision could start to impact upon return business. In response, Mr Blackledge advised that overall the customer satisfaction across the three leisure centres was above average but acknowledged that some facilities required improvements. He added that grant funding was not as frequently available for improvements to leisure centres as previously and that the budget was limited.

Members considered the Palatine Leisure Centre in detail. Mr Paul Jones, Head of Property Services advised that the budget had recently been spent in ensuring that Palatine Leisure Centre was health and safety compliant, which had resulted in the front of house provision receiving limited work. He added that all back of house facilities were now up to date and future funding could be allocated to prioritising improvements to customer facilities.

The Committee also raised concerns regarding the falling numbers of leisure centre attendances and requested more details on the marketing partnership entered into with Big Wave Media. Mr Blackledge advised that he would confirm the exact cost of the partnership following the meeting. He reported that since starting work with the marketing company attendances had increased turning around what was a decreasing number. He added that managers were receiving marketing and sales training through the partnership, which was a flexible partnership that could be terminated at any time if it was not considered to be value for money.

A Member of the Committee suggested that Leisure Services consider charging for parking at parks and facilities and the potential introduction of secondary income streams in leisure centres such as retail outlets and an improved catering offer in order to increase income.

The ongoing work and improvements made to Stanley Park and the achievement of the park in becoming the UK park of the year was noted. The Committee recorded their thanks to Carol Thor, among others who volunteered at the park, for the provision of musical entertainment at the bandstand within the park.

The Committee questioned Leisure Services compliance with the new General Data Protection Regulations and was advised that compliance was a challenge and that a large amount of work had been undertaken to date, which was ongoing.

The Committee also questioned the end of year financials and the budget for 2018/2019 and Mr Blackledge advised that the target budget saving for the financial year was £85,000, which would be achieved through increased income. He added that the service would continue to balance commercial targets with inclusion.