Grantham Meres Leisure Centre

Rob Shorrock made this Freedom of Information request to South Kesteven District Council

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Sir or Madam,

Could you provide the following information:

1) The number of complaints received by Leisure Connections, SKDC or the Leisure Trust about services provided at the Grantham Meres Leisure Centre since the 1st January 2005 to date. Please provide this information broken down into:

Nature of complaint
Year
Whether the complaint was resolved or not

2) The number of rectification notices issued by the council to Leisure Connections since 1st January 2005 to date and which of these resulted in a financial penalty. Please provide this information broken down into:

Year
Reason for rectification notice
Financial penalty
Amount of financial penalty.

3) Performance indicators or management framework agreed between the Council and Leisure Connections in delivering the services and target status at the end of financial years 2005, 2006, 2007, 2008, 2009.

Yours faithfully,

Rob Shorrock

SKDC Customer Services, South Kesteven District Council

We acknowledge receipt of your email which will be forwarded to the appropriate person for a response. In the meantime if you would like to speak to someone please contact the office on the number given below.

Regards

South Kesteven District Council, Council Offices, St Peters Hill, Grantham, Lincs, NG31 6PZ
Tel: 01476 406080

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CLARE RICHARDSON, South Kesteven District Council

1 Attachment

Hello Mr Shorrock thank you for your request which has been logged. I
attach an acknowledgement. Your request is being processed.

Many thanks

Mrs C Richardson
Legal Administrator - Legal Services
South Kesteven District Council
Direct Dial: 01476 406113

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SUSIE MCCAHON, South Kesteven District Council

1 Attachment

Mr Shorrock

Further to your Freedom of Information Request I can advise you as
follows:

1. Complaints - please find attached a spreadsheet which provides the
information requested. Please note that prior to 2009 complaints
received by the leisure centres were not forwarded to SKDC and
therefore information prior to that time is not fully complete.
All complaints since the start of 2009 are now fully monitored by
SKDC and have been resolved up to the end of November 2009. Also
prior to the complaints collected by Asset and Facilities they were
collected by Leisure and Cultural Services and unfortunately these
records were not retained when the service transferred.

2) Rectification Notices

2006 Sept onwards - 9 notices issued relating to cleanliness

2007 - 18 notices issued relating to cleanliness

2008 - 23 notices issued relating to cleanliness

2009 to date - 29 notices issued relating to cleanliness

No financial penalties have been made, however any payments due to
Leisure Connection for services were delayed until such time as all
rectifications were completed. Please note that information relating
to pre Sept 2006 is not available.

3) The contract in place for the period you have requested
2005 until 2009 requires a number of service standards based around the
following overarching principles:

* The needs of all sections of the community
* The development of opportunities and skills as a basis for
improving participating standards, leading towards excellence
* The promotion and organisation of learner, improver and advanced
courses in a range of activities
* The protection of minority sports
* An emphasis on family and youth participation wherever possible
* The acceptance of clubs and organisations in partnership
* The organisation of competitions, tournaments, coaching and
development
* The provision of activity programmes during school holidays

Specifically the contractor is responsible for delivering the following
in agreement with the council:

* Collating and providing usage figures and other statistical
information
* Production and implementation of management systems incorporating
monitoring and performance management
* Customer consultation as agreed with the council
* Records of complaints, surveys, performance management, best value
and benchmarking
* Recognition of local and national sports initiatives
* Liaising with the Council over promotional ventures
* Pool programming
* Programming of sporting and other activities
* Implementation and maintenance of the booking system for all
facilities
* Comprehensive swimming lesson scheme
* Programming of school swimming where applicable
* Opening hours of the facility
* Some areas of internal maintenance
* Pool safety and equipment
* Some areas of plant maintenance
* Cleaning of the facility
* On site catering provision
* Health, Safety and Training
* Refuse Disposal
* Furniture and equipment as agreed

If you require any further clarification please do not hesitate to contact
me.

Susie McCahon

<<FOI 728 Complaints.xls>>

Susie McCahon

Team Leader - Asset & Facilities

Asset and Facilities Management

South Kesteven District Council

Council Offices

St Peter's Hill

Grantham

Lincs

NG31 6PZ

Tel: 01476 406423

Fax: 01476 406008

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Rob Shorrock left an annotation ()

Submitted 12th January 2010 and being treated by the authority as a FoI request

1) I understand that the proposal to register South Kesteven Community Leisure Trust as a company with charitable status was not approved by the Charities Commission. If this is the case, what were the reasons for the Charity Commission not agreeing to registration?

2) Does the Leisure Trust formation as approved by Council 17th April 2008 still exist and is it the council’s intention to pursue a Leisure Trust arrangement under this model in the near future ?

3) If it is no longer the council’s intention to do this, where and when was the decision made not to continue with the formation of the Leisure Trust.

4) Is Cllr Thompson’s statement correct that the costs of pursuing charitable status have been bourne by Leisure Connections? If this is the case, why would the contactor bear the costs of establishing charitable status for the leisure trust that is the commissioning body?

5) Is it the intention of the council to set up a Leisure Trust as an Industrial Provident Society. If so, what is the role of Leisure Connections as contractor in establishing this?

6) What other appointments had been made to the original Leisure Trust board apart from Cllr Thompson?

Submitted on 8th January as part of my response to a complaint response and being dealt with under the FoI Act by the authroity:

The response to my complaints suggests that complaints have risen due to the introduction of free swimming. However, according to the data for 2009 the bulk of complaints relate to maintainence and the swimming pool and it is not clear from this data which complaints relate to the increase in demand brought about the introduction of free swimming for under 16s. Can you clarify, which complaints relate to this in the data?

On a simple performance measure, what is the performance target for the number of complaints that was set as a KPI for Leisure Connections for the period of 2009.?

Which of the service standards has Leisure Connections failed to meet in 2009?

What mechansim exists, to terminate the contract if Leisuer Connections fails to meet the performance standards?

Rob Shorrock left an annotation ()

Response recieved 28th Jan 2010

Dear Mr Shorrock

Further to your e-mail of 19th January please find below responses to the questions you have raised as you have stated them in turn:

In your e-mail of 8th Jan you queried the following:

Which of the complaints in 2009 related to the increase in demand brought about by the introduction of free swimming?

It is not possible to identify these complaints specifically as they are not recorded as such. However due to the increase in users to the centres generally there were more complaints relating to cleaning, maintenance and equipment. Whilst not all these complaints, ie, 36, 74 and 45 respectively can be attributed to the implementation of free swimming alone, undoubtedly they contributed to their number.

What is the performance target for the number of complaints that was set as a KPI for Leisure Connections for the period of 2009?

Leisure Connection had agreed to an interim extension of their original contract whilst the Charities Commission were deliberating their Trust application, and had also agreed to operate the contract at markedly reduced rates in accordance with their bid. Even though that contract was not in place, the performance measures were indicatively set around the terms of the new contract pending the contract becoming official, and the KPI related to Customer care is as follows:

· Operation of a customer comments and feedback system

· Operation of a helpdesk at reception desk areas within the entrance to each centre

· Availability of feedback from monitoring visits, liaison groups, customer comments and complaints, reports/surveys and customer care activities

· Customer care training programme as part of staff inductions.

· Appropriate system for dealing with lost property

· Maintenance of records of complaints, comments, forums and surveys

Key performance indicators have now been agreed by both parties based on the outcome based measures included in the tender documents as follows:

Monthly performance standards based upon:

· Cleaning

· Environmental Management

· Customer Care

· Reporting

· Maintenance

· IT Systems

· Catering

Annual performance standards based upon:

· Quest accreditation

· Participation Targets

· Sport England National Benchmarking Service

Availability performance standards based upon:

· Opening hours

· Activity programming

· Health and Safety Management

· Equipment

· Access

· Legislation and Policy

· Environmental requirements

· Security

· Staffing

Which of the service standards has Leisure Connections failed to meet in 2009?

None, albeit that there are some remedial actions required in certain areas to raise standards.

What mechanism exists, to terminate the contract if Leisure Connection fails to meet the performance standards?

A review of the interim management agreement performance will be undertaken after four complete months, ie during February 2010. The contract can be determined by 3 months notice.

In your email of 12th Jan you queried the following:

I understand that the proposal to register South Kesteven Community Leisure Trust as a company with charitable status was not approved by the Charities Commission. If this is the case, what were the reasons for the Charity Commission not agreeing to registration?

The Charities Commission gave no final decision for the registration of the South Kesteven Community Leisure Trust. However the matter was prolonged for over 12 month period and Leisure Connection made the decision to withdraw their application on the basis that they had invested some £400,000 in the application and could see no conclusion forthcoming despite the input from specialist solicitors, advisers etc.

Does the Leisure Trust formation as approved by Council 17th April 2008 still exist and is it the council’s intention to pursue a Leisure Trust arrangement under this model in the near future ?

The council accepted a tender submission on the basis that the operator would provide the services through a Trust model. South Kesteven Community Leisure Trust was deemed to be an ideal local model but now Leisure Connection are now offering an IPS as an option to consider.

If it is no longer the council’s intention to do this, where and when was the decision made not to continue with the formation of the Leisure Trust.

Is Cllr Thompson’s statement correct that the costs of pursuing charitable status have been bourne by Leisure Connections? If this is the case, why would the contactor bear the costs of establishing charitable status for the leisure trust that is the commissioning body?

Full costs of the application for charitable status have been borne by Leisure Connection. The council is investigating the IPS model and have yet to make a decision in respect of an IPS structure.

Is it the intention of the council to set up a Leisure Trust as an Industrial Provident Society. If so, what is the role of Leisure Connections as contractor in establishing this?

The council is currently exploring the potential of setting up a Leisure Trust as an Industrial Provident Society through a nation model currently being operated by Leisure Connection on several sites throughout the country including two other South Lincolnshire districts.

What other appointments had been made to the original Leisure Trust board apart from Cllr Thompson?

Three experienced and independent leisure professionals had been appointed to the Trust Board.

I hope that I have answered your questions satisfactorily. I must reiterate that I am not dealing with your request for information as a complaint and that if you would like to make a complaint please advise me on which basis this is being made. Alternatively you may wish to arrange a meeting to discuss if you wish any further clarification on the issues you have raised.

Regards