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Service Standards

Wave Leisure are committed to quality at all times

Our aim is to offer you welcoming, well-equipped and up-to-date Centres that provide a wide range of activities.

We have achieved Investors in People standard for our commitment to staff training, and have been awarded a Charter Mark accreditation for our standards of service quality. We are also registered for Quest with all centres being within the 'Highly Commended' category.

Listed below are some of our Service Standards. if we don't meet these at any time please let us know using our feedback forms.

Reception

  • We aim to answer the telephone within 5 rings.
  • Receptions staff are authorised to deal with all enquiries and bookings, and to issue refunds and complimentary vouchers.
  • We keep lost property for a minimum period of one month after which time we dispose of it.

Prices

  • We have a number of reduced prices for people with disabilities or on low incomes.
  • We aim to offer value-for-money activities that are competitively priced.

Customer Information

  • We provide up-to-date and easy to understand information about our activities.
  • If there are changes to the programme we aim to provide a minimum of two weeks' notice at the Centre.
  • All staff wear a badge with their name or job title.
  • All personal details about our customers meet the Data Protection Act.

Activities and Facilities

  • We aim to provide a wide range of activities for all ages and levels of fitness.
  • Our '15 minute Service Guarantee' means that we will give you a refund if you are not satisfied with your activity and tell us within 15 minutes.
  • We aim to keep our Centres clean but standards may vary depending on the level of usage.
  • We maintain our facilities and equipment to a high standard.
  • Equipment that is out of order will be repaired as soon as practically possible.
  • We aim to keep vending machines stocked and in working order.

Health & Safety

  • We meet all relevant Health and Safety legislation and codes of practice.
  • All staff are appropriately trained and coaches are qualified and screened for the work they undertake.

Swimming Pool

  • Water quality is monitored throughout the day to ensure it meets industry standards.
  • The pool water temperatures are kept at a minimum of 27 degrees celsius.

Disabled Access

  • All Centres cater for people with disabilities but access and facilities vary between Centres. We are currently working towards meeting the Disability Discrimination Act. See our accessibility section for more details.

Listening to Customers

  • On key issues we use surveys and have an e-focus group to consult customers by email. See our customer survey results for more details.
  • Customer comment forms are available and staff take note of all verbal comments.
  • We aim to respond to any complaints in five working days.
  • A Customer Feedback Board at Reception tells you how we are performing.