Ely       

12.4.07 Cambridge Evening News http://www.cambridge-news.co.uk/news/ely/2007/04/12/87c99189-d879-4335-ae02-c9772a209a18.lpf

Pool Gives Disabled That Sinking Feeling

A DISABLED couple say that facilities at a swimming pool are forcing customers like themselves to suffer degrading treatment. John and Norma Francis want managers at Ely's Paradise Pool to fix locks on disabled toilets and changing rooms following months of complaints.

The pool was branded filthy by worried parents last year but looked to have turned the corner since, improving its scores for cleanliness and winning positive reviews from users at its new customer forums. But not all disabled swimmers are finding that the pool, run by Leisure Connection on behalf of East Cambridgeshire District Council, matches their expectations. Mr Francis said: "What could be a nice relaxing swim turns out to be a tiresome and frustrating experience. Over the last two months one of the two disabled changing rooms has had its lock broken without repair. While we have been queuing for the one remaining changing room, others have been forced to use the broken one and we have seen people walk in on people getting changed. This is degrading for the disabled people getting changed and is not acceptable."

Mr Francis, who lives in Swavesey, is also unhappy that the disabled toilet is in a similar condition. He said: "Since Christmas we have asked and asked for the lock to be repaired but all we get told is the part is on order. Surely the disabled have a right to use the toilet in private? We asked about it four weeks in a row and we have filled out complaints forms."

In February, Paradise Pool improved its cleanliness scores and retained its Quest quality mark. But in 2005, Acremont House School briefly boycotted the pool after parents called it "filthy" and "a disgrace". That came after a £300,000 refit. It emerged that the pool did not employ a dedicated cleaner then, and asked lifeguards to perform cleaning duties. 

No one at Leisure Connection could be contacted for comment on Mr and Mrs Francis' complaints. 

Not being available to comment on unfavourable reports has happened numerous times with LC. The persistent failings and issues at Ely again raise the question of what quality Quest assures. PB

20.10.06 Cambridge Evening News http://www.cambridge-news.co.uk/news/ely/2006/10/20/1657f5d6-9f5a-4112-a1ec-deb92b2e03b9.lpf Reproduced in full 

Full-time cleaner is axed at 'filthy' pool

A SWIMMING pool branded "disgusting" after a £300,000 refurbishment has been criticised for not having a full-time cleaner. Complaints from visitors to Ely's Paradise Pool over "filthy" facilities have dogged the centre since an expensive refurbishment last year. Staff at Acremont House, the pre-prep school for The King's School, Ely, even cancelled their swimming lessons at the pool after parents complained about the murky appearance of the water. Now, more controversy is set to hit the much-maligned pool, which is operated by Leisure Connection, of Leeds, West Yorkshire but owned by East Cambridgeshire District Council.

Paul Burns, the man behind consumer website Leisure Connection Watch, has used the Freedom of Information Act to force Paradise Pool into finding out how the pool is cleaned. He found the centre has dispensed with a 20-hours-a-week cleaner and now asks the pool's lifeguards to do the cleaning. Mr Burns said: "I find it surprising a pool with a record of poor cleaning has no specific cleaning post. If lifeguards are cleaning, they are less available for pool supervision."

Michelle Emmerson, business manager at Paradise Pool, said: "In a recent review, it became necessary to share the cleaning rota of the pool between the five lifeguards on-site. The decision means that by increasing the responsibility of the pool cleanliness from one person to five, the pool is cleaned more regularly and consistently throughout opening hours. In a recent annual review with the council and Leisure Connection, there was an overall unanimous feeling that the cleanliness of the centre had improved greatly. We will continue to take any comments very seriously."

Mr Burns has been fighting for improved facilities across Leisure Connection's UK sites since becoming dissatisfied with his local pool in Brent, London. His findings come weeks after the pool opened a customer forum in a bid to increase public satisfaction with the maligned leisure centre.

Cecilia Tredget, the council's deputy chief executive, said: "Everyone involved with the pool is committed to improving the level of service provided to the public and are conscious these improvements must continue to ensure high levels of customer satisfaction at all times."

User Comment 26.10.06  After this article was posted I was approached by a user of the Paradise Pool concerned that the report may have suggested the cleaner was at fault. While this user shared

Claiming that cleaning will be improved by replacing one designated person with five lifeguards doing this work is very dubious. Many leisure employees are expected to do incidental cleaning, like picking up litter, but it is not common practice to replace a dedicated cleaner with lifeguards. Lifeguard training does not include competencies desirable in cleaners. Cleaning has a specific set of health and safety issues including chemical agents, avoiding slips and trips, and use of machinery.  All of these issues are much more important if cleaning takes place while the public are around. (If anyone wants to see how technical cleaning issues can get visit http://www.hse.gov.uk/research/hsl_pdf/2005/hsl0526.pdf.)

As you will see below the management hours at paradise Pool were reduced by 12 hours a week. Despite their reduced time managers now need to induct, divide up the work for,  and supervise five "cleaners" rather than one. And the "cleaners" presumably end up with different bosses at different times.

Also below, Leisure Assistants, which presumably include lifeguards, have been reduced by 13 hours a week. PB

Statement of Staff Reduction Received via Freedom of Information 

The statement reproduced in full below was emailed to me as an attachment by East Cambridgeshire Council on 9.10.06. The email states, "Fortunately the Paradise Pool was not included in Leisure Connection's annual review." It is not clear from the email whether the council was consulted about total staff hours being reduced. The attachment is not dated but I assume it to be recent. Whether the review was conducted locally or nationally is not so relevant as the impact of the cuts. It is a matter of record that standards have been dire at the Paradise Pool. How reducing staffing by 24 hours a week is going to get the centre back to something approaching reasonable is a mystery to me. A news report below describes the author of the statement as "the new pool manager" in August. So it appears her review coincides with LC nationwide attempts to cut back staff and services. 

    Staffing changes in the past year

                                                                                    Weekly Hours  

	Year Ago	Present	Variances
Cleaner part time	20 hours	No cleaner	Business review
Lifeguards have undertaken the cleaning as part of their normal day to day tasks
Reception	74	85	Business Review
Receptionists now have a handover period during each shift change
Leisure Assistants	258.5	245.5	Business Review
Rotas now reflect pool usage. No loss made on a particular session
Management	156	144	Business Review
An administration post was created, where previously DM had been carrying out this task, it was felt that the Duty Managers role would be better suited in and around site rather than being restricted to an office. No one was made redundant when a Duty Manager left, the position was amended before the new post took effect.
Administration	Nil	10	Business review
Post created to alleviate the pressures on the Duty Manager Team, this would allow for better use of time.
Café			Business Review
Café not busy, never replaced 2nd assistant when left

Changes 

Since starting with Paradise Pool I have reviewed the staff provision and have altered or adjusted hours within departments to suit the needs of the business. As the contract manager I am tasked with reviewing my staffing cover on an ongoing basis to ensure our customers receive the levels of service in order to meet and exceed their expectation.  Paradise Pool has not undergone any form of audit that has instigated any operational reduction to the staffing levels.

Michelle Emerson (Leisure Connection) Contract Manager

The overall level of hours cut , not counting 2nd cafe assistant is 24 per week or 1248 hours per year.PB

10.8.06 Cambridge Evening News http://www.cambridge-news.co.uk/news/ely/2006/08/10/833cc23f-df69-4341-93b5-582a5e8eeabd.lpf  Reproduced in full

Pool manager takes plunge

A SWIMMING pool branded "disgusting" by visitors after a £300,000 refurbishment has set up a feedback forum to win back customers. Paradise Pool in Ely is fighting back with a new manager after swimmers complained about the state of the changing rooms. Last year, staff at Acremont House, the pre-prep of The King's School Ely, cancelled swimming lessons at the pool after parents complained about the murky appearance of the water and poor cleanliness standards.

The East Cambridgeshire District Council-owned pool is operated by Leisure Connection, of Leeds, West Yorkshire. Michelle Emerson, the new pool manager, is now starting a customer forum in a bid to increase public satisfaction with the maligned leisure centre and to improve dwindling visitor numbers. A letter to swimmers said: "The forum will present you with the opportunity to raise any issues, thoughts, comments or wishes you have for the leisure centre. We will be reviewing the customer comments we have received and tell you how we have been able to address them."

Ms Emerson hopes a new training programme for staff will also help improve standards and combat recurring issues such as debris in the pool and dirt in the changing rooms. She said: "Recently we have rolled out a training programme which has empowered all team members to become actively involved in the development of the centre. As a result, the centre is seeing more and more satisfied customers and as the good news spreads, local people who have not visited for a while are coming to see the changes for themselves."

But Karl Davis, City of Ely Amateur Swimming Club chairman, said work still needs to be done. He said: "The changing rooms are still pretty dirty and the clarity of the water is still bad. I really think Leisure Connection and the district council need to work more closely together to provide a pool which taxpayers deserve but I hope the customer forum can be a step in the right direction."

The customer forum meeting will be held at the swimming pool in Newnham Street on Tuesday, August 29, at 6.30pm. For details, call (01353) 665481.

13.7.06 East Cambridgeshire District Council - Community Services Committee   http://www.eastcambs.gov.uk/docs/agendas/CommServices/cs130706ag.pdf

Presented to the meeting Review Of 2005/06 Service Plan Performance by the Deputy Chief Executive. Under the heading of  

Below is this "Service Objective 7: To meet the expectations of the user at the Paradise Pool" with the comments, "Below average" and "No formal survey this year due to closure. However, complaints significantly higher than in previous years due to closure, health & safety and operational management."

The two reports below from October 2005 might suggest that the issues were new to Ely. Look at the report from September 2003, also below, and  you will see customers were then also complaining about litter, grime and poor maintenance.  PB

School bans classes at 'filthy' swimming pool   11.10.05           Cambridge Evening News -  Reproduced in Full  http://www.cambridge-news.co.uk/news/ely/2005/10/11/dccc3e30-a863-42fb-b68a-daa66f85970c.lpf 

SWIMMING lessons for children at a pre-prep school have been cancelled after parents branded the pool "disgusting." Staff and parents at Acremont House, the pre-prep of The King's School, Ely, complained about the murky appearance of the water at Ely's Paradise Pool. They also raised concern over soil residues in the corners of the pool and poor standards of cleaning in the changing rooms.

One mother, who did not wish to be named, said: "It is just filthy and disgusting. There is urine all over the floor in the changing rooms, there is scum in the corners of the pool. Something needs to be done or someone is going to be ill." The woman is one of many parents who raised fears about the groups of children, aged between four and seven, holding their regular swimming sessions in the 25m pool in Newnham Street.

Felicity Blake, headteacher, said: "I will be putting these concerns in writing and until I am satisfied they have been addressed, the children's swimming lessons will remain cancelled for the time being." The pool closed in January for six months for a £300,000 refurbishment during which the pool was drained and retiled.

Since it reopened its doors in July, the News has been inundated with reports from dissatisfied customers who claim the pool and changing rooms are dirty and smelly and the water is too cold. Cecilia Tredget, East Cambridgeshire District Council's executive director responsible for community services, said: "We acknowledge there seems to have been a temporary problem with some minor aspects of hygiene at Paradise Pool and this is at the very top of our agenda for fast, effective action to get it sorted out." She said the council was meeting with Leisure Connection, which manages the pool on behalf of the council, on Thursday to address complaints made by the pool's users.

Rebecca Douglas, for Leisure Connection, said: "We are committed to providing a good quality leisure facility and we are working closely with East Cambridgeshire District Council to do so. One immediate aim is to take on more staff for the pool."   Thanks to "The Eel" for notifying LCW of this report.

Boycott of pool prompts clean-up  18.10.05     Cambridge Evening News -  Reproduced in Full  http://www.cambridge-news.co.uk/news/ely/2005/10/18/14df24af-4216-40f1-bef8-664e596ca0be.lpf

CRISIS talks have been held to discuss how to clean up a "disgusting" swimming pool. Swimming lessons for children at Acremont House, the pre-prep of The King's School Ely, were cancelled after parents branded Ely's Paradise Pool "filthy" and "a disgrace". Other schools which hold weekly swimming sessions at the pool also held emergency meetings to discuss the safety implications for their pupils.

Swimmers have voiced their outrage at the state of the pool, which only reopened its doors in July after a six-month £300,000 refurbishment. And the News has been inundated with reports from unhappy customers who claim the floors of the changing rooms are covered in urine and on occasion faeces, the water is too cold and the pool has scum around the edge.

An action plan has now been put in place after crisis talks were held between East Cambridgeshire District Council, which owns the pool in Newnham Street, and Leisure Connection, which manages the pool. 

Craig Forbes, Leisure Connection's regional director, said: "We would like to apologise if customers have not found previous visits enjoyable. "The cleaning hours have now been increased from 20 hours per week to 39 hours per week. The changing village is already checked as often as possible - at least every hour. "But we also rely on our customers to report any accidents or incidents which cause the cleanliness of the changing village to deteriorate." He also wants to reassure customers concerned about the cloudy appearance of the pool water. He said: "People have nothing to worry about. The pumps which supply the pool with water had air inside them, which resulted in the pool water appearing cloudy."

Cecilia Tredget, the council's executive director of community services, said: "Leisure Connection will be recruiting extra staff and putting more resources into the pool's cleaning regime . . . visitors should quickly see a vast improvement."

Pupils at Acremont House will resume swimming lessons at the pool after Felicity Blake, the head, inspects the facilities

So how come the company with lion's share of UK leisure contracts didn't know that 20 hours cleaning a week was half of what was needed? There is not much point in the suggested checking every hour, or customers reporting the filth, if the staff were not there to clean up the mess. And why has nothing been reported about the problem of pool water being too cold? PB

Mum slams pool over sessions for disabled    Cambridge Evening News  6.9.05 http://www.cambridge-news.co.uk/news/ely/2005/09/06/d13d7638-2432-4608-91c1-239acab7a7be.lpf 

Pool rapped  30 September 2003 Cambridge News  Pool rapped http://www.cambridge-news.co.ukrapped 

STANDARDS at Ely's Paradise Swimming Pool have been rapped by some users. They claim that objects have been found floating in the water, which they say is also cold and unhygienic.

They were reacting after Keith Waters, of Thirlby Gardens, Ely, criticised the facilities at the Newnham Street pool in our sister paper The Ely Weekly News. Mr Waters said the changing area was "filthy and poorly maintained" and tiles above the waterline were covered in a layer of grime.

Mary Archibald, of Longfields, Ely, said: "On one occasion my husband noted floating faeces, tissues and plasters in the pool, he not only complained to the management there, but also contacted the environmental health department only to be told that although it did not look very pleasant, there was no health hazard."

A Pymoor woman, who did not want to be named, said: "The water is freezing cold, the cubicles are tiny and dark, perverts can peer under; if we've got to have a mixed changing area surely we could be allowed the privacy of the walls touching the floor."

However, Joan Diamond, of Orton Drive, Witchford, said: "I have swum two/three times weekly for at least five years. I have always found the staff helpful and caring." 

Belinda Lane, contract manager at Leisure Connection plc, said cleanliness and safety were of "paramount importance" to them and East Cambridge District Council. She said: "Every effort is made to ensure the facilities are well maintained and that health and safety guidelines are being followed. Standards are monitored via both internal and external quality assurance checks, which are carried out on a daily, weekly and monthly basis. Every day over 500 people enjoy the facilities we offer . . . while we do our upmost to ensure the facilities are presented in good condition to each and every customer, on the rare occasion that an issue is not detected, we encourage our customers to report the matter to a member of staff who will give it their immediate attention."