Brent FOI

Vale Farm – Items Obtained Using Freedom of Information Act

Inspection Reports Monthly Operations Meetings

The Minutes of a Brent Council Sports Service High Level Monitoring Meeting on 7.5.04 acknowledged that the contract with LC was problematic. "The performance of Leisure Connections in the management of the leisure centres is an ongoing issue. Value for money is not being achieved and previously weak client side management has allowed the contractors to provide a poor service. The contract itself is poorly specified and is not connected to a proper strategy for sports provision. Performance can be improved within the current contract but to achieve much improved services the existing contract which expires in 2006 will not be extended and will be re-tendered under a new spec’." Yet LC's contract has been given a six month extension.

While Bent's "client side management" has been strengthened the issues listed show that the contract is hardly enforceable. Over the year the council's inspecting officer has asked hard questions of LC and pointed out the slowness of response but without a decent and fair contract there are big limitations. In what I have been sent there is no evidence that penalties have been invoked or even considered.

Below are a selection of extracts from Brent Council prepared documents from January 2005 to January 2006. Some of the extracts have been abbreviated, e.g. the precise location has not been included here. Many defects that might be attributed to vandalism have not been included here. However, as an experienced operator LC should have been aware that, sadly, wanton destruction happens and in tendering it should have costed accordingly. Similarly, organisations managing public facilities should know that crime is far more likely when there are fewer staff around and when the environment appears neglected. Design also plays a part. Not included are dozens of reports about damaged, displaced and missing ceiling tiles. At least in the wetside changing areas lowering the ceilings, part of the refurbishment that LC undertook, has facilitated this form of vandalism.

The company's replies have not been made available to me by the council. As ever, I am happy to provide a link to an LC web where they can put their side of the story. PB

Highlighting has been used to track recurring issues over the course of the 12 months.

	Faulty Lighting 52 mentions and a total of 173 lights reported as not working.
	Harpers Equipment 10 items found not to be working, plus other issues
	Health & Safety 30 mentions
	Lockers 14 mentions - an action plan was requested at beginning of year an issue throughout.
	Cleaning 33 mentions
	Other Poor Maintenance - e.g. failed air extractors (x 13), faulty doors (19), sink units (9), hair dryers (8)and wall tiles coming loose (x7).

Leisure Centre Inspection Report

4.1.05 ~ 2.30 pm

	Harpers Fitness – 1 water fountain not working; 1 water fountain missing a button;1 rowing machine not working; 2 fluorescent lights not working.
	Team Changing Room – hand dryer not working.
	Men’s Wetside Changing – customer complaint about air temperature.

11.1.05 ~ 7.00 pm

	Poolside – litter on floor of learner pool; 2 plasters and clump of hair on bench; trip hazard.
	Men’s Wetside Changing –air temperature felt cold, was 20°C.
	“The locker situation is gradually getting worse. Please provide an action plan.”
	Squash Courts 5 & 6 – Large collection of dust in corners and a lump of chewing gum.

17.1.05 ~ 9.00am

	Harpers – 4 lights not working; 3 rowing machine displays not working; seated chest press not working; 2 lights in toilets not working.
	Men’s Dryside Change – light not working.

21.1.05 ~ 6.30 am

	Men’s Wetside Change – Air temperature very cold; Hot tap temperature 61.5°C, could cause scalding, no caution sign in place; 55 out of 90 lockers not available; ceiling tile missing – reported 17.12.04, 22.12.04, 11.01.05.
	Café – light flickering.

26.1.05 ~ 3.00pm

	Dojo- 1 down lighter not working.
	Dance studio 34 fluorescent lamps not working - "Is there an electrics issue or do they just need replacing?"; Music system not locked up – “Why not? After all your security issues..” ; Light switch coming away from casing (in accompanying photo, one of the securing screws is missing).

3.2.05 ~ 6.15am

	Women's Wetside – Shower before using pool sign missing; tissue and paper bag on window sill; air-temperature 19.7°C; 2 toilet seats broken – have been missing for four weeks; Wall tiles missing.
	Men’s Wetside – Toilet seat loose; No lock on cubicle; Hair dryer vandalised - electric wire casing pulled from wall; Shower temperature measuring high at 48.4°C.
	Poolside – 2 pieces of gum and 3 other objects on pool floor; Poolside not bucketed down before customers entered.

7.2.05 ~ 12.30 pm

	Harpers – 1 rowing machine missing display; door scraping the floor.
	Women’s Dryside – 7 lockers no keys plus whole bank with no locks;
	Men’s Dryside – Toilet flush handle loose; paper dispenser held together with sticky tape; 5 lockers not working.
	Men’s Wetside – Air extract vent thick with dust; 6 pieces of rubbish on floor; door to room does not close properly; Dirt under orange mat “Discussed last week”; Disabled toilet – damaged door, stiff taps and broken grill – all were reported in November.
	Poolside – Hose without trip hazard sign; hair band at side of pool and 3 pieces of debris on floor.

14.2.05 ~ 10.30 pm

	Dojo – Dirty window and frame; cobwebs also in two other areas.
	Harpers – 5 lights not working; a light in both men’s and women’s toilets not working; disabled toilet has loose seat.
	Conference Suite – Air extract unit missing.
	Squash Courts – All suffering from lack of maintenance and cleaning; 6 lights not working; 3 pieces of gum on floors.
	Pool Viewing Corridor – 3 lights not working.
	Men’s Wetside – 1 light not working; Single hairdryer not working – like this since 16.6.05.
	Men’s Dryside – 1 light not working; urinals not draining fully.
	Main Hall – Small stickers from shuttles over all courts; Fire door does not close and has no push bar mechanism; Fire exit route not clearly signed.

No inspection reports after 14.2.05 until 5.4.05

5.4.05 ~ time not stated

	Harpers – 2 lights not working ;Customer waiting to book an induction returned to reception as no staff available after 5 minutes.
	Main Hall – Fire exit door jammed shut with trolley.
	Men’s Dryside – clump of hair in sink.
	Reception – 2 lights not working

14.4.05 ~ time not stated

Poolside – Rusty, broken grills.; Fire door bolted shut.

Pool First Aid Room – Equipment spread across floor; tiles falling from wall; hose strewn across floor.

Men’s Wetside – Sink still loose after initial repair.

Staff Room / First Aid Room - First Aid kit under stocked.

20.4.05 ~ time not stated

	Harpers – Air conditioning unit dusty; Pulley machine broken.
	Main Hall – Fire door bolted top and bottom.
	Men’s Wetside – air extract thick with dust; flickering lamp; Two hair dryers not working; New notice board but no information on it.

28.4.05 ~ time not stated

	Poolside – 2 plasters in grills; Rubber frame to manhole cover still not fixed after being identified 4 weeks ago; Pool still cloudy though chemically acceptable and safe; Shortage of overshoes in dispenser.
	Men’s Wetside – Stains on vanity units near urinals; Wall tiles dirty with water splashes above urinals; Mirror still loose; Sealant on vanity unit perishing / peeling away and allowing water to seep in again; Many ceiling tiles ripped, discoloured or untidy.
	Café – Low level of servery dirty with kick marks; 5 lights out of 7 above servery not working.
	Reception – Old sunbeds need to be stored safely.
	Learning Hub – Drooping ceiling tiles; Brackets on floor trip hazards; Window frame rotten; Air extracts not working; No fire extinguisher!

4.5.05 ~ time not stated

	Poolside – 3 pieces of debris on pool floor & gum on grill.
	Men’s Wetside – Dirt under mat; All walls require cleaning at low level; Vanity unit supports loose – only one screw holds each leg in place; Old rawl plug remains in place in floor and could cause injury to bare foot. Sink still loose; 32 lockers missing lock; Shower temperature low at 39°C.
	Women’s Wetside – Rubbish on window sill and clothing on top of lockers; Wall tiles missing; Sealant around vanity unit perishing.
	Tank Room – door requires proper lock.

16.5.05 ~ time not stated

	Poolside – Light previously mentioned not working;
	Men’s Wetside – 2 lights not working.
	Harpers – No staff in both gyms while on site; floor littered; Paper towel dispenser empty;
	Main Hall – Spillages on floor.
	Reception – Managers board only showing one manager.

23.5.05 ~ time not stated

	Men’s Wetside – Sink loose again; Both urinals blocked; Support leg of vanity unit not secured to floor.
	Corridor to Pool Viewing – 2 lights not working
	Harpers – Bench press cushion ripped.
	External – Old sunbed still near Learning Hub. “Why is this still here?”

2.6.05 ~ time not stated

	Main Hall – Fire door bolted shut again at top and bottom.
	Men’s Dryside – Phlegm and soaked tissue on wall at entrance; Cubicle does not lock; 1 light not working; 6 lockers no working; Toilet area very smelly; Toilet door does not lock; Dull light over urinal; Skirting coming unstuck; Very hot air temperature.
	Café – Tables and floor littered;
	Pool Viewing Corridor – 4 lights not working.
	External – Very littered; Gate with broken metal mesh – dangerous; Sunbeds require moving; Bricks in flowerbed need removing.

8.6.05 ~ time not stated

“Following my visit yesterday … I was a little dismayed to find the majority of the items listed in my report of 2.5.05 had not been rectified.”

	Dojo - Window with extract fan broken in various places.
	Dance Studio – 12 fluorescent lights not working.
	Squash Courts – “Courts 2 & 3 are becoming worse and worse every visit. What is being done to rectify this?”

16.6.05 ~ time not stated

	Dance Studio - Dying plant on landing
	Managers Landing - Fire door does not close.
	1st Floor Toilets - 2 lights not working; 1 air extract thick with dust; 2 air extract unit not working.
	Harpers - Seated leg press out of order; Holes in paint work; Cross-trainers - all joints sellotaped on all three machines and litter in all 3 cup holders; Step machines dirty; Carpet behind running machines dirty; All machines dirty and generally whole gym looks as if not cleaned; Damp coming through wall / drain pipe loose; TV is still missing after new security system in place; no paper in the hand towel dispenser.
	Men's Dryside - Phlegm on wall; 4 lockers missing.
	Squash Court 1, 2 & 3 - Holes around door frame not filled to acceptable standard; Metal grills broken: High levels dusty.
	Squash Courts - Holes in main wall getting worse x2; Cracked floorboard x3, one of which "dangerous";
	Fire Exit to Squash Viewing - Lights not working; Racist Graffiti; Spillage remnants on floor.
	Main Hall & Store - Main extract thick with dust; Nails protruding from skirting - "hazard"; Switch cover missing; Gum on floor; Leaks in ceiling / puddles on floor;
	Harpers - 13 spot lights not working; Handle missing from hack slide machine; Ripped cushion on adjustable bench; Switch cover missing;
	Squash Courts Corridor - 4 lights not working; air extract not working; Door not closing properly.
	External Areas - Gate near bin area "metal mesh not fixed and dangerous"; Large items of rubbish including broken bench, 2 sunbeds and burnt out moped.

17.6.05 ~ morning

	Planted Area - Littered and scattered with bricks (see 22.6.05)
	Café - 3 drink machines out of order; 1 light not working; Door to changing room not closing properly; Tiles near door breaking and coming loose due to door slamming and faulty closing mechanism.
	Men's Wetside - No power to single hair dryer; Broken drain grill; Coat hook too high on back of door in disabled change; Baby change unit missing piece and dirty; Hand basin loose; Sealant coming away from surface leading to water damaging unit; Leg support of vanity unit not screwed to floor.
	Women's Wetside - 4 windows cracked.
	Pool Hall - No sign for hose on floor.

27.7.05 ~ afternoon

	Dance Studio – 8 lamps not working.
	Harpers – 1 cross trainer not working; 2 floor traps missing; 2 lamps not working.

29.7.05 ~ morning

	External – Pathway … towards Astroturf has very large cracks in the tarmac – “This was detailed in Quest report of August 2004.”; Sunbeds still outside bin area;
	Pool Hall – “What has happened to the First Aid Room? The bed has gone, most of the wall tiles have fallen off…Is this no longer used as first aid room?”

3.8.05 ~ morning

	Pool Hall – Air vents on ducting thick with dust; pool floor littered with bottle top, plaster, 2 clumps of hair and various other matter.
	Main Hall – Main fire exit bolted shut top and bottom; bottom bolt almost detached from door.
	Reception – 2 spot lights not working
	Café – “light above door to café is constantly faulty.”
	Squash Courts – Clumps of dust on all floors and receipts from 5 days ago.
	Pool Viewing Corridor – 2 lamps not working.

9.8.05 ~ morning

	Squash Court 1 – Two floor boards broken “noted previously”
	Men’s Wetside – Toilet seat broken; 20 lockers without locks and 3 missing doors.
	Poolside – 3 flood lights not working.
	Main Hall - Main fire exit bolted shut top and bottom; bottom bolt almost detached from door.
	External – 1 sunbed still outside.

12 August ~ morning

Many of the items from 9.8.05 had not been actioned. “Speaking to X, he said that he had not received my report 9.8.05. How is he expected to carry out works if he is unaware of the requirements.”

16.8.05 ~ 2.30pm

	Harpers – 4 lights not working.
	Men’s Dryside – Benches coming unscrewed from wall.
	Main Hall – Back of basketball board thick with dust; Trolley against Fire Exit door.
	External – Broken fence near crèche “a safety hazard”; Cracked paving “trip hazard”.

26.8. 05 ~ 9.00am

	Harpers – Seated leg press out of order –“This piece of equipment seems to be broken more than it is working.”; 4 lights still not working plus 2 more that now don't work.
	Harpers Toilets – Light not working; Extracts in two toilets not working (one noted 16.6.05).
	Pool Hall – Pool floor littered, plaster and other debris.

30.8.05 ~ 9.00am

	Harpers Fitness – 2 lights not working.
	Pool Hall – Air vents thick with dust, noted 8.8.05, “Not actioned – Why not?”

2.9.05 ~ 5.50 am

	Pool Hall – Pool floor littered, plaster and other debris. Told Hoover bag needs changing; Rubber frame around manhole is still unstuck, first noted 3.8.05; 3 lights not working – first noted 9.8.05; Debris, drinks, bottles, cups and hairbands around the edge of the pool.
	Women’s Wetside – Litter bins not emptied; light not working; Ripped ceiling tiles and many others knocked out of place; Drain gullies very dirty and clogged with hair; Window sill littered - cotton buds, cigarette butt etc.; 29 lockers without keys; Tiles in toilet still missing; Sealant around vanity unit perishing; Dirt under mat.
	Men’s Wetside – Tile missing by doorframe and cracked tiles; No power to single hair dryer; 11 ceiling tiles missing /knocked out of place; Oily residue on ceiling by air extract; 62 lockers unavailable due to missing keys, broken keys or missing doors; Broken toilet seat; Dirt under mat; Tiles by pool entrance grimy.
	Women’s Dryside – Shower curtains dirty with grime and body fat; Air extract thick with dust; Only 16 lockers available.
	Men’s Dryside – Loose floor tile by entrance; 10 keys missing, 4 lockers missing, 1 door missing; Difficult to close both toilet doors; 2 lights not working.
	Harpers Corridor – 12 keys missing/broken out of 25 lockers; Button missing from water fountain (first noted 15.6.05).

8.9.05 ~ 5.50 am

	Harpers – Upholstery on majority of benches / machines is ripped or damaged due to wear and tear.
	Reception Area – Floor outside men’s toilet not repaired; Light by squash courts 5 & 6 is faulty. “When is this going to be checked by an electrician?”
	Disabled Dryside – Floor tiles dirty due to leaky sink.

3.10.05 ~ 11.30 am

	Pool Hall – Plaster, bottle top and gum on floor by lifeguard’s chair; Litter in both footbaths; Missing trip hazard sign by hose; 5 pieces of litter on pool floor; Plaster and gum around poolside; Floor not sluiced.
	Men’s Wetside – Grouting around shower area has perished and worn away; Pipes in showers has sprung leaks in 3 places.
	Harpers – Seat on curling bench has 3 of 4 screws missing; Upholstery damaged on most pieces of equipment; Fire exit door stiff to open;

Disabled Facilities – two leaking taps.

28.11.05 ~ 11am

	Men’s Wetside – Hair dryer not working’ Lockers are in bad state of repair.
	Men's’ Dryside – “Now 3 banks of lockers making 3 missing”.
	Dance Studio – 8 fluorescent lights not working.
	Harpers Gym – Water pump on air conditioning system leaking; New water fountain not working.
	Dojo – Air extract not working; Heavy condensation on windows; 3 lights not working.

15.12.05 ~ 1.30am

	Reception – Main Entrance doors not closing.
	Café Area – Door to changing rooms not closing properly.
	Men’s Wetside – 14 rubber bands missing off keys; Tile grouting in shower area perishing and requires filling; Pipes in showers leaking; tiling in toilet coming off wall; Silicone behind hand basins perishing.
	Poolside – No overshoes available; Light not working; “Air extract ducting – You said during the meeting this had been done. Will the grills be replaced?”
	Squash Courts 5&6 Corridor – 6 lights not working.
	Squash Court 2 – Door handle broken.
	Squash Court 3 – Door handle missing, 3 pieces of gum on floor.

12.1.06 ~ 9.00am (This is shortly after centre had been closed for three weeks for refurbishment and major maintenance.)

	Reception - Exit barrier still not repaired and can turn both ways –“Informed key was order 14.9.05. Why has this not been repaired?
	Corridor to Pool Viewing – 7 lights not working.
	Men’s Wetside – No sign on disabled person’s shower room (was noted in report for 28.11.05); Shower drain grill broken; Light not working; Single hair dryer not working – “This has been ongoing since 16.6.05).
	Poolside – No overshoes available; Air extract grills missing; 3 lights not working;
	External – No barrier to block path to Astroturf – “Stated in last ops meeting 14.12.05 that a barrier would be put in place to prevent people using the pathway as it is dangerous.”
	Café – 2 lights not working; Manhole rubber frame coming unstuck.
	Harper’s Toilet – light still broken above cubicle; 2 air extracts not working. These have “ been ongoing since 16.6.05 and was led to believe it would be fixed during electrical works over Xmas.”; Toilet roll dispenser broken; light above sink not working.
	Dojo – Window air extract not working; Air extracts on entry missing protective slats – “Could be construed as H&S hazard.”

Minutes of Council / LC Monthly Operation Meetings Top

Despite the catalogue of issues and delays, the "monthly meetings" appear to have taken place only in January, April, June, July, August, September, and December. Just a small number of items are reproduced here. "LCM" is used rather than the name of the LC manager quoted in the minutes and "BCO" for a Brent Council Officer. Unless in speech marks text has been abridged.

20.1.05

	Matters Arising - Temperature checks had not taken place. LCM agreed and said he would check.
	Health & Safety - More plastic discs have been added to ensure no bare wire can be seen. (Bare wire on parts of the swimming lane dividers has continued throughout 2005 and at least up till March 2006).
	Complaints - Wetside changing room temperature; Disable parking bays not being managed.
	Cleaning - Staff need to be proactive when dealing with litter.

8.4.05

	Matters Arising - Shower temperatures and temperature checks; Stock levels in First Aid;
	LCM "assured that as soon as additional security works go ahead the 3 TVs will be replaced in the gym". (Inspection report on 16.6.05 asks why still not delivered.)
	Complaints - Verbal complaints about lighting on squash courts; Fan missing from squash court 1 - rain, snow and cold wind coming through hole; Complaints pack not received by council.
	Cleaning - Lifeguards are not checking the pool for debris after hoovering - LCM disagreed and said thy do check. BCO wanted consistent standards from all staff.
	AOB - ink in wetside not fixed properly and still moves; Baby changer unit needs to be deep cleaned.

15.6.05

Matters Arising - LCM to clarify broken pool grills and their replacements. Checks were done around poolside after reports of swimmers cutting their feet. Sharp edges were filed down and made safe.

Health & Safety

	A doodling lifeguard left after threat of disciplinary procedure; H&S Audit - Vale farm got 80% in general audit and 81% for pool audit. Northolt received the best score with 99% "so although happy with the result, Vale Farm can still improve a lot", said LCM.
	Customer was locked in the building on 27.5.05. Security Guard now to physically check each area for customers at night.
	BCO raised old sun beds on the site around the building and an old bench outside the staff room. LCM "said these will be moved later in the day." (Old sunbeds matter was raised in inspection report on 18.4.05 and a sunbed was still an issue as late as 9.8.05)

Complaints

	BCO "said the standard of replies has not been acceptable... gave an example of a complaint with 3 different points yet only one had been addressed in the copied response."
	BCO "reiterated the request of having written details as to why people were complaining when sending through the customer comments diary analysis. LCM remembered agreeing to do this and will do so in future.
	BCO "advised to encourage customers to enter positive comments into the diary. At the moment, the figures are very biased towards the negative comments. LCM agreed. (I wish they were equally concerned about the under-reporting of signed complaints!)

13.7.05

Matters Arising - Pool grills have not been fitted will now go on capital expenditure works in December; Painting schedule not yet received; Complaint responses from April not received; Analysis of customer comments diary not received.

Health & Safety and Maintenance

	H&S Officer had been to investigate a complaint about wetside changing room.
	BCO went through a list of 45 items that had not been done since reports dated 15 and 16 of June. to meet with LCM to agree deadlines.
	Fire Brigade inspected building on 11.7.05. "Report still to be sent in although fire doors were highlighted as a big issue."

Complaints -Temperature in Pool Viewing Area - fan not working.

18.8

Matters Arising

	"All agreed there had been no problems with the temperatures of the showers since J and his technical people had a look at them." (How wrong they all were!)
	BCO "said there had been no progress on Capital Expenditure works.
	Health & Safety -"During a visit by H&S LCM was advised to replace the remaining 2 grills in the shallow end of the pool as these had perished slightly. LCM had told the Inspector that the lifeguards had been told to advise the customers not to get too close to pool grills. The Inspector asked the lifeguard about this who said he had no idea. LCM said the lifeguard had returned from annual leave and was not aware."
	Complaints - "Two complaints regarding a lifeguard. LCM investigated but found no evidence of the lifeguard being rude but will keep an eye on the situation." (This seems to refer to the lifeguard who told an older woman to eff off. There was more than one witness so why is this presented a as no evidence'?)

14.9.05

	Matters Arising - LCM "apologised, the Customer Forum Minutes (of 26 June) were still to be displayed. "
	Facilities & inspections - Harpers cross aerobics machine not working; "it was found that he pool vacuum was not clearing the pool sufficiently had not been emptied." (sic) Prior to this several complaints about debris in the pool had been responded to with an assurance that the Hoover had been used.

14.12.05

	Matters Arising - Water tap in Harper's corridor not working.
	Health & Safety - investigation into staff member spilling coffer over a child.
	Early Morning Pool Cleaning - LCM "said this is happening. BCO said complaints are still being received and staff need to be seen to be doing this and looking proactive."
	Works - Air conditioning pump in the gym has not been working for weeks causing leaks when air con is in use.
	LCM said the upholstery of the gym machines has been approved. He will check when this is happening and report back. (The need for re-upholstering was reported on 8.9.05 - see above.)

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