Ealing - Data Obtained Under Freedom of Information  - see also Ealing Main Page & Acton Pool

In June 2006 with apologies for lateness but without explanation for the delay,  Ealing Council sent LCW a further FOI item and this appears under Gurnell Quest.

Background     Northolt      Acton      Gurnell Council Reports     Gurnell Quest      Default Notices & Penalties

Background

In November 2005 I wrote to Ealing Council requesting details under the Freedom of Information Act relating to the performance of Leisure Connection in 2004 and 2005. Below are extracts from several papers sent to me. For the most part I have selected the failings. LC do not always  get it wrong but as they are paid to get it right it is not unreasonable to draw attention to the flaws. I have left out some items that may be more due to the age of the buildings. Not all inspections were comprehensive. For example, staffing levels were not always checked or a changing room not seen as it was in use.

Some of the most repeated inspection findings are: Overflowing or nearly full bins (11x), No paper towels or no working hand dryer (11), No soap available (10), and issues relating to toilet paper dispensers or no toilet paper available (9). There are two incidents of a child's playpen being found in an unhygienic state and numerous other references to lack of cleaning. 

The council sent me summaries of complaints by leisure  users. Not surprisingly, given the details below, common themes were cleaning, maintenance and staff -or should that be staffing? 

Despite the catalogue of failings, many repeated several times or noted as "outstanding" issues in the reports, according to the papers sent to me Ealing has "fined" its contractor less than £1200. And despite the list of horrors below in 2004 and the first part of 2005, in April 2005 Ealing Council extended its contract with LC for a further two years. PB

Northolt Swimarama 

Council report for visit 22.4.04 - time not stated

"Although a couple of minor issues have been highlighted in this report the centre was found to be in excellent condition and was being managed very well."

Council report for visit 22.8.05 at 3.30pm (numbers below are assigned by PB)

1. "... (name deleted) did explain that they were a bit short staffed today.." 
2. "Edges of all walkways grubby and in need of cleaning."
3. Gym "No paper towel. Bases of some machines in need of cleaning."
4. Large Pool "Accessed poolside via the first aid room, there were only 2 pairs of shoe covers both of which had holes in them. Poolside dirty - mainly hair and rubbish. Litter in seating area."
5. Large Pool - Female toilets & changing area "Some lockers missing bands/ locks / doors. Floor very grubby in places. Playpen filthy and in need of good clean and disinfecting."
6. Small Pool "Class had finished shortly before I arrive; the equipment used for the class had not been put away properly and was strewn across poolside. Steps dirty. General clean and tidy needed - plasters, cigarette end and other litter around edges."

Acton Swimming Baths

Council report for visit 28.1.04 - 3pm

1. Heath & Safety Audits - "Next H&S audits to be reviewed June 04 therefore some information out of date, i.e. names of staff, staff responsibilities etc."
2. Walkways/corridors "Corners gathering dust and grime. No pool shoes available. Out of order sign on hair dryer not dated."
3. Dance Studio "Mirrors still smeared since last inspection."
4. Men's Toilet - corridor "Sinks dirty, Graffiti, Toilet bowl dirty, leaflet dispenser on back of door cracked - sharp edges."
5. Ladies' Toilet - corridor "Paper towel dispenser not working.
6. Small Pool " Gulleys dirty. pool bottom dirty, Poll Bottom joints require cleaning. Foul smell near shallow end of pool by cubicles. Pool equipment not stored away or secured - H&S issue."
7. Spectator gallery "Floor littered. Bins nearly full. railings dirty. 
8. Men's Toilet - Small Pool "Window sill dirty. Sinks dirty. Toilet bowls stained. Door frame damaged and not locking. Door dirty. Urinal channel blocks not stored in safety nets."
9. Ladies' Toilet - Small Pool "Toilet roll not in holders. Floor dirty in corners and behind door. Holes in wall need plugging - long outstanding. Protruding nail in wall."
10. Health Suite "Buzzer out of action...Deep clean scheduled for 31.1.04. Vents dirty. Sun bed area - towel dispenser out of order - no sign. Clothes hook on back of door broken. Wall behind lockers mouldy.

Council report for visit 8.7.04 - 7.40am

1. Gym "Gym equipment dusty."
2. Men's Toilet - corridor "Paper stuck to ceiling. No toilet paper in dispenser. No hand towel in dispenser. Toilet not flushing very well."
3. Ladies' Toilet - corridor "No toilet paper in dispenser."
4. Small Pool "Cockroaches present - issue for Pest Control...  Water cloudy - please explain and scum line very dirty."
5. Spectator gallery "Excessive dirt on railings, ledges, stairwells and balcony floors. Litter and pool shoes by fire exit."
6. Men's Toilet - Small Pool "Door to cubicle dirty."
7. Large poll "Cockroach in gulley..."
8. Ladies' Toilet - Large Pool "Two toilets out of order and not closed off - bowl dirty. No hand towels. No hand soap. No toilet roll. Floor in toilet cubicle littered.
9. First Aid Room "Couch used to store equipment etc." Sink very dirty."
10. Training Room "Training door was unlocked causing concern especially as a TV was located in the room and Active Ealing equipment had disappeared previously from this room while unlocked."

Council report for visit 18.8.05 - 2.15pm

1. Gym "Bases of some equipment dusty. Two light covers missing. Door wedged open with bits of folded card."
2. Dance Studio "Mirrors and window ledges need cleaning. 3 light covers missing. 1 light out"
3. Female Toilets - " Floor wet - explained they were unable to find the source of the leak...Toilet rolls sitting on windowsill until correct size i delivered for holders. No soap."
4. Male toilets "1 light out in entrance way has been reported."
5. Large Pool "Stone steps need cleaning. Hair in drains and gullies, poolside dirty. 
6. Dirt and chewing gum in playpen. Nappy changer dirty. Stairs to viewing gallery dirty and dusty. Graffiti on benches in viewing gallery. Shower walls dirty. Fire exit door propped open with a cone."
7. Large Pool First Aid Room. "Door not locked. Needs tidying. Things left on treatment bed."
8. Large pool Female Toilets "Toilet rolls sitting on holders."
9. Small Pool "Gullies and drains dirty, bits of float on poolside. Dirt on bottom o pool and floating on top of pool. Rubbish at the bottom of the stairs. Lockers have no bands. Rescue pole looped over stairs - needs moving."
10. Small Pool Female Toilets "Toilets need a good clean. Toilet rolls on windowsill."
11. Small Pool Male Toilets "Need urgent attention - strong smell of urine.... get deodoriser and ensure area is regularly  cleaned to eliminate the smell of urine."

Council report for visit 23.9.05 11.30 am  - a follow up to inspection after 18.8.05 

1. The first aid room treatment bed has still not been cleared - the first aid box, a coach's bag and some files/books were still on the bed... "
2. The playpen is rubbish and chewing gum free but was still dirty particularly around the edges... the Duty Officer said that someone had cleaned it that morning but ... agreed that it was far from clean enough to put a small child into..."
3. From discussion with ... and from my own observation staff morale is very low at Acton at the moment..."

Gurnell Leisure Centre

Council report for visit 15.6.04 10.45 am

1. Dry Side Change "Sealant around shower area coming away. No soap in dispensers."
2. Spectator Area "Floor dirty and build up of dirt in corners."
3. Gym "Air conditioning unit out of action. Sign on door not dated."
4. Café  ( I understand this is a franchise rather than run directly by LC. Who is responsible for cleaning I do not know. PB) "Counters dirty (opened at 10.30am). Floors dirty. Double doors to spec gallery no working (long outstanding). Bin nearly overflowing. "
5. Kitchen "Tiles around sink dirty. CO2 extinguisher not sealed. No fire blanket in cover. Floor greasy. Tiles dirty. Burger grill dirty. Lobby area floor dirty."
6. Bar Area "Floor dirty"
7. Multi-activity Room "Air conditioning reported by customers as not functioning adequately. Suggested opening windows. (Name deleted) reported no keys to windows... Floor dirty. Chairs not stacked away."
8. Health Suite "CO2 extinguisher used to prop open door. Reclining chairs missing and customers complaining. No panic button in sauna. Panic button in steam room not working. Fire exit sign flickering and not illuminated very well. Water fountain dirty. Tiles missing around shower area and sharp edges."
9. Health Suite Ladies Change "No hand soap. Vent very dirty and clogged up. Sink not draining. Hand dryer out of order. Toilet roll dispenser does not close."
10. Health Suite Men's Change "Door handle to toilet missing... area where lockers re-located - nail protruding... wood splintered."
11. Family Change "No soap. Doors smeared."
12. Family Change - Female Toilet "No hand soap. Hand dryer not working. No hand towels. Smelly. Light out of order."
13. Female Change "Tiles around pillar taped with bin liners - long outstanding - see inspection 8.2.04. Hair dryers out of order... "
14. Girls Group 1 "Wall tiles in lobby area missing - whole wall - long outstanding - see inspection 8.2.04. 
15. Lower Foyer "Bin nearly full..."
16. Boys Group 1 " light out of order..."

Council report  - undated but thought to be July 2004.

1. Pool "The system for recording air temperature ... not accurate recording of data. After prompting, air temperature taken from a thermometer located in recreation pool. Thermometer last calibrated in 1998!"
2. Staffing Levels "On 5.6.04 pool test not taken between 11am and 5 pm. (name deleted) confirmed he was Duty Manager but had to cover life guard as short staffed..."
3. Accident / Incident reports "Forms not being signed off by Managers, Staff completing forms not inserting their names. Mentioned in previous inspections (19.9.02, 7.4.03, 8.4.03, & 27.5.03)"
4. Comments & Complaints "Comments/complains box not being emptied and being answered to within the Council's or Leisure Connection's criteria. A warning letter was given with regard to this issue on 23.6.03... (also) mentioned in many previous inspections. 
5. Staff Qualifications / Staff Training "(Name deleted) no NPLQ Certificate on file (Life Guard Qualification). (Name deleted) File did not reflect Duty Manager training, cleaning chemical training not signed off. (Name deleted) No NPLQ cert on file... (Name deleted) no induction training, no H&S training, NO NPLQ Cert."

Council report for visit 20.7.04  3.30pm 

1. Reception/Stairways "Bin overflowing."
2. Dry-side Change "Floor littered and very wet in areas. 
3. Disabled Toilet - reception "Handle to flush toilet dirty..."
4. Café "Floors extremely dirty especially around edges, corners and underneath tables - outstanding. Double doors to spec gallery not working (long outstanding. Bin nearly overflowing - outstanding."
5. Kitchen "Tiles around sink area dirty - outstanding. CO2 extinguisher not sealed - outstanding. No fire blanket in cover - outstanding. Tables dirty - outstanding. Burger grill dirty - outstanding. Lobby area floor dirty - outstanding."
6. Bar Area "Floor dirty - outstanding. Sofa heavily stained."
7. Restaurant - Female toilets "Light above cubicles not working ... Bin nearly full..."
8. Multi-activity room "Chairs not stacked away - outstanding. Floor extremely dirty and equipment not stored safely in store."
9. Health Suite "Reclining chairs missing... outstanding. No panic button in sauna... panic button is steam room not working... Fire exit sign flickering... water fountain very dirty - outstanding... Loose tiles with sharp edges found at h/s reception desk... Cleaning check sheet at reception dated 11.7.04... Lighting very dim.. "
10. Health Suite ladies Change "No hand soap - outstanding. vent very dirty and clogged up - outstanding. Sink not draining - outstanding. Sink dirty..."
11. Family Change "No hand soap - outstanding."
12. Family Change -Female Toilet "Hand dryer not working - outstanding. No hand towels - outstanding. Seals around sink mouldy. Floor littered. 
13. Disabled Change 1 "No hand soap. No hand towel." 
14. Disabled Change 3 "Shower leaking. No hand towel."
15. Girls' Group 2 "Door hinge above door not functioning as door slamming - outstanding."
16. Additional Comments "...Many issues in the previous inspection remained outstanding without explanation."

Council report for visit 16.5.05 11.00 am

1. Reception Foyer "All bins overflowing. ..."
2. Disabled Toilet "Door locked from outside and toilet being used to store staff bicycle... DM reported this was an ongoing issue..."
3. Walkways/corridors/stairs "Fire doors to studio propped open... DM reported this was an ongoing problem. Door labelled ... to remain locked when not in use was left unlocked from previous overnight working... Door to plant room unlocked. key lock out of order reported in previous two inspections... "
4. Gym "Treadmill out of order. Notices not dated - outstanding since previous two inspections... "
5. Café  toilets Female "Two toilet roll dispensers broken., 1 toilet not flushing, 1 ceiling tile stained..."
6. Public Car Park "Barriers not in use - mentioned in several previous inspection reports..."
7. External Areas "Rec pool glazing broken. First reported... Dec 2004 - noted in several previous inspections... glazing dirty with pigeon mess... All bins very full - Outstanding since last inspection... Some litter in 'smokers corner' mentioned in previous inspections...
8. Health Suite "Wall tiles missing... Ventilation not working - outstanding since last two inspections...
9. Health Suite Female Toilets "Paint peeling and damp wall by bench...Outstanding since last inspection
10. Boys Group Change "2 lights not working -outstanding since last  inspection... Hole in wall covered by black bin liner"
11. Disabled Change "Sharp edges on floor tiles on floor cover... No hand towels or hand dryer... Door lock broken..."
12. Rec Pool "Hose left on floor... "
13. Pool Test Room "Area requires a general clean up. Food left in corners... Sink very dirty. Toilet bowl stained - Deep clean required."
14. First Aid Room "Door frame rotten and creating a mess on the floor... Bins overflowing..."
15. Comments & Complaints "Several complaints forms did not have response given although a telephone number had been provided. Several comments/complains had not been responded to within time set...Comment form received in February had not been responded to as no letter attached to form."

Council report for visit 22.8.05 2.30pm

1. Gym "Bases of most equipment needs cleaning. The wall behind the water fountain is grubby and needs cleaning. The carpet underneath the water fountain is stained / wet and needs cleaning.
2. Dance Studio "Mirrors dirty otherwise all OK"
3. Female Toilets "Rubbish & toilet paper on floor. Toilet rolls not in holder. (Name deleted) said they were waiting for new keys for holders."
4. Male Toilets "Rubbish on floor, otherwise OK"
5. Large Pool "Two lifeguards standing talking - not watching pool."
6. Large Pool - Female Toilets & Changing Area "Toilet paper and hair in sink. Mirrors dirty. 1 shower not working - all urgently need descaling."
7. Large Pool - Family Changing Area and Toilets "Disabled toilet had a used nappy lying on the floor. Female toilet had paper all over the floor. .."
8. Additional Issues "lockers in all areas need cleaning internally... Public car park in desperate need of cleaning."

Default Notices and Penalties

Ealing Council sent me copies of ten contract default notices issues to Leisure connection between 22.3.04 and 16.7.05. 

Despite the catalogue of failings above and some new matters referred to in the default notices the total amount hat LC was required to pay in penalties was no more than £1,145. This hardly seems like an effective deterrent to what I suspect is chronic short-staffing and parsimonious housekeeping. Issues reported in default notices were.

22.3.04 Acton Baths "Re-inspection...failing to maintain the standards as set in the specification ...Details of inspection have been provided in the email dated 19th March 2004."

24.5.04  "...failing to comply with the conditions of Contract 9.2 Staffing and failure to provide details of the appointment of Contract Manager for the Ealing Contract."

11.6.04 Gurnell "...closure of the pool on 7th July 2004 and failure to provide the service without good reason."

11.6.04 Acton " Closure of both Pools...  failing to notify the Client of the closure of the Large pool on Sunday 6th June 2004 and failure to provide the service without good reason.."

1.6.04 Acton Baths "closure of both pools and failure to provide the service without good reason on Wednesday 7th July 2004."

8.7.04 Acton Swimming Baths "... failing to maintain the standards as set in the specification..." relates to inspection issues on same date

8.12.04 Gurnell - late opening of Leisure Centre on 5.12.04

9.5.05 Gurnell - Failure to comply with Client instructions - "...  issued as a result of repeated failures to supply outstanding monthly information relating to the performance of the contract. Numerous requests for this information have been made at Client meetings and via email requests."

25.5.05 "...issued as a result of the closure of Acton Swimming Baths, Large pool on Thursday 19th May 2005 from 2pm – 10pm due to staff shortages. Further the Contractor had failed to notify the Client of this closure."

16.6.05 Acton Baths "Failure to provide any aspect of the services without good reason... closure of both pools ... 15th June 2005 from 4pm – 10pm due to insufficient chlorine available on site."

Gurnell Quest

The award of Quest Accreditation followed LC's self-assessment, a Mystery Visit in September 2005 and two days of formal inspection in October. The overall Quest Score was 64% (the qualifying level is 60). Positive features noted in the summary included the range of activities, the swim school, professional and friendly staff, open and committed management style and "generally robust systems".

Key areas for improvement noted included, "a comprehensive review and overhaul of procedures and systems",  documentation, environmental policy, "the development of clear cleaning standards ", succession planning, and better booking / information system. 

Within the cleaning rating (7/10), the lowest element was  "Standards of acceptability are defined in accordance with customer requirements and any specifications." There was no evidence that high level cleaning is regularly programmed and staff were "confused" about the frequency of cleaning tasks.  The Mystery Visitor reported  a number of unsavoury items, such as a soiled toilet bowl, a blocked toilet, shower cubicles needing a deep clean, and rubbish left on café tables. In August and September 42% of all complaints related cleanliness. 

Under Maintenance the score was 6 and the two weakest elements were planned preventative work and "work carried out by trained an competent personnel". The Mystery Visitor noted a worker repairing lights at the poolside without cordoning off the surrounding area or putting up warning notices. And "Training of the relevant duty manger for maintenance has yet to be completed."

Equipment was rated 6 and the lowest elements were what is available for hire (nothing) and "Equipment is maintained and kept in good condition". It was noted that, "Whilst the equipment in the gym is well maintained certain pieces of apparatus are regularly put out of action due to the age of the equipment."

People Management scored 5. The highest of seven sub-categories got  "Yes, you do this but there are sill some areas for improvement." The others elements were less satisfactory and Staff Development / Appraisal got "No, you don't do this at all." 

No staff had received Criminal Record Bureau clearance and the Quest pussy-footed around the issue by saying, "Management may wish to urgently review this process and adopt a more pro-active approach." This is woefully phrased as an option for consideration given the number of children using the centre and the well-known tendency for paedophiles to seek out opportunities to groom children.

The Mystery Visitor noted, "There was one Lifeguard to the side of the Main Pool using the high chair provided. The standards of supervision appeared conducive to customer safety, however, one Lifeguard for a Pool (50 x 23 m or 1150 m²) containing approximately 20 swimmers could be called into question." 

Again I wonder about Quest's diffidence given the 2003 HSE guidance in "Managing Health & Safety in Swimming Pools."

The HSE guidance notes that "In 50-metre pools where the width is 16m or more, visibility through the water becomes a problem. In determining the number of lifeguards and their positioning, tests to check visibility should be made. " 

 I also find it unfortunate  that the observations on lifeguards are not featured in the main body of the report and invite Quest to explain this. PB