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 NBLT as a service provider 

We are committed to offering the best customer service possible across all the services we provide within the community, for everyone.

Under the Equalities Act 2010, we recognise that we may need to change the way in which our services are delivered, provide extra equipment and/or remove physical barriers to bring about equality for disabled people. We are committed to ensuring that, as far as is reasonable, a disabled person can use our services as close as possible to the standard usually offered to a non-disabled person.


Across the leisure, recreational, educational and childcare services we provide, we will ensure that we provide excellent service and adhere to the following Customer Charter:

 Safety & Welfare: 

We will:

  • Always have as our highest priority to ensure that your visit will be a safe and secure one

  • Every centre will have at least one employee qualified in first aid

  • Treat all our customers positively, with dignity and respect

  • Investigate and respond to complaints of discrimination, harassment, victimisation and bullying

  • Ensure that services are relevant and accessible to the community and take into account the different needs of our customers

  • Make our position on equality and fairness clear to all potential and existing service users


We will:

  • Be dedicated to serving customers as quickly, efficiently and satisfactorily as possible

  • Be friendly, professional and adequately skilled to help you get the most enjoyment and benefit from your visit

  • Ensure our employees are clearly identifiable by wearing appropriate uniform and name badge


We will:

  • Take pride in the appearance of our facilities

  • Ensure, through regular inspections, that our facilities are clean, tidy and enjoyable places to visit at all times


We will:

  • Always have up-to-date information on our opening times, activities and prices available and provide information about our services in a way that is clear, and accessible to all

  • Listen and engage with our customers to ensure their views are continually taken into consideration to shape decisions and services, through feedback forms, our website, social media and specific research

  • Ensure a duty manager or supervisor is available at all public opening times to deal with all queries

 Responsibility to the environment: 

We will:

  • We recognise that we have a responsibility to the environment beyond legal and regulatory requirements

  • We are committed to reducing our environmental impact and continually improving our environmental performance as an integral part of our business strategy and operating methods, with regular review points

  • We will encourage customers and suppliers to do the same

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