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.

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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:

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 Safety & Welfare: 

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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

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 Employees: 

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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

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 Cleanliness: 

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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

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 Information: 

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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

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 Responsibility to the environment: 

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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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