CUSTOMER CARE - LEISURE SERVICES
Our Pledge To You
Since 1997 the Leisure Services team has consistently achieved the nationally recognised Charter Mark award for excellence in Customer Care, which is re-evaluated by an independant inspection every three years. In December 2007 the Government will be withdrawing the Charter Mark award scheme. However Horsham District Council is committed to continuously improving and maintaining consistently high standards for all our customers and we pledge to provide:
- Services For All
An accessible service for all.
Our staff will always treat customers with respect, in a friendly and fair manner.
Staff will be trained to an appropriate level to meet your needs. - Cleanliness and Maintenance
All facilities will be safe, well presented, and clean, and this will be monitored on a regular basis. - A Responsive Service
A listening and responsive organisation through regular consultation.
A well publicised and easy-to-use comments and complaints procedure.
We will log all customer comments & complaints. Those requesting a response will be acknowledged within 3 working days and a fuller response made where necessary within 10 working days.
We will answer all telephone calls within 7 rings unless an answerphone is in operation.
We will reply to all answerphone call-back messages and emails by the end of the next working day.
All letters requesting a response will be acknowledged within 3 working days, with a fuller response made within 10 working days.
We will listen to and act upon improvement suggestions wherever possible.
If we cannot resolve the problem immediately, we will tell you why not and what the next step will be – for example we may refer the matter to a more senior member of staff. - Information Provision
We are proud of these and other service standards we uphold. These will be displayed at our service centres, on our website and on our customer care literature.
If you are not happy with our response
If you have spoken to a member of staff and you are not happy with the response you get, or you would like to discuss the matter with someone more senior, please ask for, or write to, the site manager. If you are still not happy with our response to you, please contact one of the following:
Chris Dier
Director of Community Development and Leisure Services
Horsham District Council, Park North, North Street, Horsham. RH12 1RL
Tel: 01403 215250. Email: leisure@horsham.gov.uk
Customer Focus Team
The Chief Executive’s Directorate, Horsham District Council, Park North, North Street, Horsham. RH12 1RL.
Tel: 01403 215549. Email: yoursay@horsham.gov.uk
Tony Redmond
Local Government Ombudsman
10th Floor, Millbank Tower, Millbank, London SW1P 4QP
Tel: 020 7217 4620 / (Helpline: 0845 602 1983)
http://www.lgo.org.uk/