Grantham  see also South Kesteven

Grantham Journal  29.2.08   Jo Hall  Reproduced in full apart from photograph  http://www.granthamjournal.co.uk/news/Customers-complain-of-34poor-service34.3832390.jp 

Customers complain of "poor service" at The Meres

People who use The Meres leisure centre in Grantham are getting sub-standard service, according to angry customers who have contacted the Journal.
Mother-of-two Angeline Smith says her family swimming trip in half-term was ruined by poor customer service. Mrs Smith said she called The Meres at 3pm to check the pool was open and was told it was, but arrived 40 minutes later to find it closed. A chemical imbalance meant the pool had to be shut temporarily, but Mrs Smith said her daughters Lauren, 11, and Emma, seven, were disappointed they could not swim.

She said: "I was angry because no one had told us we couldn't swim and we made a special journey up the the centre. If South Kesteven District Council  is supposed to be having a service provided for the public at The Meres, they ought to be monitoring what is going on there and checking that everything is being run properly."

A former member, who cancelled her membership several months ago, said she received an intimidating phone call from Leisure Connection, which manages the centre, demanding money. The woman, who does not want to be identified, said she was told to pay a month's membership fees as she had not cancelled her membership in writing, but informed staff at the front desk. Another former member the woman spoke to said she too received a similar call.

The woman, who refused to pay, said: "This is a foolish short-sighted way to treat customers. Anyone who has been contacted in this offensive and insulting way is extremely unlikely to renew a membership in future. Many customers have stayed very loyal over the years in spite of shortcomings in the running of the centre, but such loyalty is not infinite. I wondered if this is a last-ditch attempt to squeeze money out of customers before Leisure Connection's contract expires."

Another member, who does not want to be identified, wrote to the Journal complaining that male water polo players are allowed into the viewing area of the pool to wait for the ladies' only swim session on Monday nights to end before their training. She said: "This makes us feel uncomfortable about leaving the pool. Why is it that things are still not changing at The Meres?"

Centre manager John Taylor, who took over four months ago, said improvements are being made and many of the issues raised have been dealt with. He said: "Every person I saw who was affected by the pool closure that day were offered free swim passes and I would extend the same offer to this lady. "I always welcome the opportunity to deal with issues as they arise and would encourage anybody to come and talk to me about any concerns they may have. I want people to leave the centre happy and we are trying to make it as accessible as possible for everyone."

Leisure Connection's contract expires on March 31 and contract negotiations with leisure providers are in their final stages. A recommendation on the preferred provider will be taken to the district council's cabinet on March 25. The new contract will be awarded to a single provider for 15 years.

Six Letters to the Editor of the Grantham Journal in August & September 2007   - All letters have been reproduced in full

 28.9.07  ...and I'm fed up with the Meres management http://www.granthamjournal.co.uk/letters-to-the-editor/280907--and-I39m-fed.3242758.jp 

The Meres leisure centre is getting even worse. My six-year-old child attends football training on Saturday mornings from 9am to 10am. On Saturday the cafe was closed and wasn't due to open until 10am. Also the gym was closed where the training takes place, so the class had to be taken outside on the synthetic pitch. 

Therefore, there was nowhere for me to sit down and watch, as I usually do when it is inside. I had to stand around for an hour and was unable to go home or anywhere else, due to me not having a car. It is not that easy to take children to clubs without transport and I feel I have made a big commitment for my child by walking there and back each week. The leisure centre seems to be run by a bunch of 20-something-year-olds who don't seem to know what they're doing half the time. 

There are a couple of exceptions though; Laura who works in the cafe, and Paul, the football coach and the man who assists him. They work very hard and are great with the children and parents. I will be thinking seriously about whether or not to renew my child's course next month.

MS A. D. SMITH, Norton Street, Grantham


28/09/07 Swimming club has been totally failed by the leisure centre and the council http://www.granthamjournal.co.uk/letters-to-the-editor/280907--Swimming-club-has.3242763.jp 

As a committee member of Grantham Swimming Club who has been involved in the negotiations regarding the pool times available to the club, we were not part of 'thrashing out' any deal relating to the changes which affect the time we currently hire the pool. When only half the parties are present, it is not surprising that they left 'satisfied with the progress'. 

Grantham Swimming Club has been in existence since 1923 and, for most of its 80-year history, has worked in synergy with the leisure centre. However, since Leisure Connection took over the running of the pool on behalf of SKDC (South Kesteven District Council), the club, which receives no subsidies, has had to sustain increases of 25 per cent over three years with no room to negotiate on better pool times. 

Earlier this year, with the arrival of a new manager, we agreed to give up two hours' pool time for the public in return for better pool times on other nights, although the public would still have access to two lanes for general swimming. 

The club currently has more than 150 members, starting from as young as seven years old. They come from all parts of our community and all live within SKDC. The club is open to anyone who meets the criteria for entry and our fees, on average, for a session headed by a top team GB coach are actually less than you would pay to swim at the pool. 

The Big Lottery Fund has chosen to support our club with a grant towards 'taster sessions' to open the club up further to the community and increase the number of coaches. The children who give their time and dedication to this club are rewarded with excellent fitness, self-motivation and confidence in their ability as well as friendship and the opportunity to compete at all levels, from interhouse fun gala to national championships.

This club is a valuable resource to the local community and one which the council should be proud to support. It is with some dismay we find out that the council has succumbed to the aggressive lobbying of a minority and failed in its duty to support the needs of its peaceful majority.

I would challenge the council to hold an honest, open meeting with all parties involved, allowing all views to be heard before finalising their outcome regarding the future of this thriving, successful club which will not be able to sustain the improved performance of the younger swimmers if we lose these times. 

Jennifer Wyatt,  Grantham Swimming Club

07/09/07 Don't knock the young swimmers who are training for future success http://www.granthamjournal.co.uk/letters-to-the-editor/070907--Don39t-knock-the.3184248.jp  

I am a Grantham Swimming Club member aged 14 years and I have been part of the club for about three-and-a-half-years. I agree the leisure centre changing facilities can be inadequate. There have been days when I have been into that changing room and it is unclean. 

I am aware of the petition which has been started and it seems it has a lot to do with the swimming club. I don't believe this – I don't understand how people say that Grantham Swimming Club shouldn't be swimming as much. We only want to represent our town! 

I don't think people realise of how much importance swimming is to a lot of us swimmers. We are serious about swimming and there are people training for Counties, Midlands and a few are training for Nationals.

When we are training next to the public sessions we are not there to make waves or to spite anyone, we are there to train for up and coming competitions. 
If people do the training sessions like I do they pay fees which then help to pay the large fees the club has to pay to the leisure centre. 
These fees are more than equivalent to the prices the public pay. Grantham swimmers bring a lot of money to the leisure centre! We're not bad children, we just want to be the best and win! Wish us good luck, there is a lot of talent and remember there may be future olympic swimmers in our club!

NAME AND ADDRESS SUPPLIED

07/09/07 No headline  http://www.granthamjournal.co.uk/letters-to-the-editor/070907--Don39t-knock-the.3184248.jp  

I have been noting the recent comments regarding the Meres swimming pool. The changing rooms and the pool are disgusting and there never seems to be a time for a quiet swim during school holidays. Because of this I travelled to Bingham Leisure Centre to use its pool. I must say the pool and everything was spotless. 

Also they have separate male and female changing rooms, which I think are needed at the Meres. It is a shame residents of Grantham have to travel 15 miles or pay extortionate prices to join private clubs to be able to swim in a decent pool. I hope the owners Leisure Connections will soon do something about the condition of the swimming pool or they will lose loads more customers.

Sheila Jackson, Belton Avenue, Grantham

31/08/07 - They ripped up my complaint http://www.granthamjournal.co.uk/letters-to-the-editor/310807--They-ripped-up.3164026.jp

THANK you Mrs Roberts and Brian Elrick for bringing the leisure centre to the public's attention. I have made several phone calls and wrote numerous complaints to both Leisure Connections and SKDC, getting nowhere.

As for Paul Stokes from SKDC saying there is only one complaint, how come when contacting SKDC you are given the name of Maggie Davies to contact.
She told me to put the complaint in writing to Leisure Connections as the council get a copy of all complaints. However, I stood and watched my complaint being ripped up and put in a bin. 

I try to take my children swimming every week and it is getting harder as the timetable keeps changing to make room for extra club hours. How can they have been complimented on cleanliness when the toilets can be smelled before you open the door and you never see anyone cleaning the changing room. Unless you count chucking pool water over the floor.

There is a website about Leisure Connections and it appears we are not the only ones unhappy. However, it only lists complaints up to 2005 that SKDC has received. 

VERY DISAPPOINTED  Name and address supplied

31/08/07 - The swimming pool is in a completely disgusting state  http://www.granthamjournal.co.uk/letters-to-the-editor/310807--The-swimming-pool.3164051.jp 

I must agree with all the comments made about the Meres swimming pool. Many a time I have been told public swim is on and when I actually walk to the pool, swim teams are on. The changing rooms are filthy and a fair majority of the lockers are broken.

I am now paying £34.50 a month to use Oceans for their swimming pool, and I have never been happier.

Kayleigh Rusell, Thera Trust, Grantham Office 


03/08/07 We only wanted a quiet swim  http://www.granthamjournal.co.uk/letters-to-the-editor/030807--39We-only-wanted.3084559.jp  

Every Monday at noon, my aunty and I go swimming at The Meres leisure centre because only adults are allowed in the main pool at this time.

This week we had to put up with children jumping and diving into the main pool as we were swimming. We decided to go to the jacuzzi but after 10 minutes were told the water was too hot and had to leave. We planned a relaxing afternoon swimming, but left just as stressed.

Mrs M.E. Lorne & Mrs I. Cook,

Pool Fees Increased by 25% Over Three Years  http://www.freewebz.com/granthamsc/Minutes/6th%20FEB07.pdf 

Grantham Swimming Club Minutes for a meeting  6.3.07 state:

"We have a Meres invoice for £6500 with is due on 18th March 2007. A meeting has been held with the Meres Leisure Centre, SKDC, Dave Carter and ourselves, unfortunately nothing was achieved. Peter Hayley from the Meres Leisure Centre would not negotiate pool fees but we will meet again in one month.

Pool fees have been increased by 25% over the last three years. Gala costs have doubled in price.... Club assets have been subsidising swimming fees for the last two years. We currently pay for 76 lanes per week; we need to reduce this by 29 lanes to reduce the cost...  We need to arrange an urgent parents meeting..."

As ever LC are invited to provide a link here to their own website if they feel the minutes are not accurate or fair. Assuming they are accurate, I find it very sad that the nation's enthusiasm for greater success at international sport, including swimming, is undermined by the failure to provide better support for the volunteers who work so hard to motivate young people and build up their ability to compete. I also imagine that Swimming Clubs are also doing excellent work to reduce obesity in young people. 

I fear that the extravaganza of spending on the London Olympics  means support for wider sports and fitness activities is suffering. It would be repugnant if  youngsters in the provinces are having their chances of competing in 2012 reduced rather than increased because the budget for the Olympics is swallowing up funds for the regions. PB

Swimmers start petition against Meres 23.8.07 Grantham Journal   Reproduced in full apart from photo  http://www.granthamjournal.co.uk/news/Swimmers-start-petition-against-Meres.3140426.jp 

Swimmers are fed up with the Grantham Meres Leisure Centre, claiming the swimming timetable is unreasonable and the facilities dirty. Marge Roberts, of Range Road, and Brian Elrick, of Alexandra Road, have started a petition because they feel the public's swimming time during the school term has been dwindled down to make way for swim clubs. They feel children are missing out, with few opportunities for them to use the pool during the week after school. 

Brian, who uses the pool three times a week, said: "We have found that the swimming clubs are having more time than we are. "I would like a bit more consideration for adult swimming and general swimming." 

Dirty nappies in the changing room are a common sight, according to Marge, and she has also witnessed excrement on the floor. She said: "My daughter got out of the pool and went into the changing room at about 6.30 one evening, and found poo on the floor." 

South Kesteven District Council asset and facilities manager Paul Stokes said: "Apart from Mrs Roberts, we have only received one other complaint about timetabling. We are working with our contractor Leisure Connection to maintain and improve service to the public."

Only one complaint about timetabling but the number about cleaning is not stated, why?  In any case the number of complaints is not important. One complaint that is justified should be a cause of concern, especially to South Kesteven Council, which has struggled to extract a decent service from LC, e.g. 722 rectification notices to the contractor in 25 months ending February 2005 - see South Kesteven for details. Lack of complaints can also reflect the belief by users that protest will be ignored or that it would take a lot of effort to change things. Well done Marge and Brian for taking on the challenge. PB

SUE'S JOB AT LEISURE CENTRE SAVED 19.1.07 Grantham Journal   Reproduced in full  http://www.granthamtoday.co.uk/ViewArticle2.aspx?SectionID=833&ArticleID=1981051 

A campaign to secure fitness instructor Sue Harris' job paid off this week after bosses at Grantham Meres Leisure Centre backtracked on their redundancy threat. The "Save our Sue" campaign – by her friend Andi Mould and loads of supporters – featured in last week's Journal.  Fitness co-ordinator and Harpers manager Sue was threatened with redundancy by Leisure Connection, which manages the centre. But bosses reconsidered after the protest and publicity.

More than 165 people signed a petition and wrote letters of complaint, with some threatening to withdraw their membership. Sue, who was told her job is safe on Tuesday, said: "I'm so honoured to know such fantastic people and to have such wonderful friends. The thought of losing them devastated me and I want to thank them all from the bottom of my heart for their support. A special thank you must go to Andi, who led the campaign, my best friend Rachel Palin, my family, the Journal and my manager at The Meres."

Campaign leader Andi Mould said: "We are delighted and this just shows that people power can work."

Leisure Connection refused to say whether they reconsidered because of the public backlash, but centre manager Peter Haley admitted on Tuesday that the situation could have been handled differently. Speaking at a meeting of South Kesteven District Council's healthy environment development and scrutiny panel, he said: " You probably saw the coverage in the press of a situation with one of our staff. This could have been handled differently and we hold our hands up."

But what does it mean to "hold up hands"? Is it surrender,  an admission of guilt or incompetence, or something else?  What is clear is that  a decision was made with either little awareness of the perceptions of customers or scant regard for them. 

LC's lack of explanation is all too typical of their response to bad news. I have lost count of the number of times I have seen "no one from LC was available for comment" or similar head in sand postures.  Well done Andi and all those who challenged LC's duff decision. PB 

DON'T MAKE SUE REDUNDANT 12.1.07 Grantham Journal   Reproduced in full    http://www.granthamtoday.co.uk/ViewArticle2.aspx?SectionID=833&ArticleID=1968974 

A campaign has started to secure a popular fitness instructor's job after she was threatened with redundancy from Grantham Meres Leisure Centre.
Fitness co-ordinator and Harpers manager Sue Harris was told her job is at risk by centre management company Leisure Connection last week.

People who attend her classes were outraged when they heard the news and started an SOS campaign – "Save Our Sue". More than 165 supporters have signed a petition, handed in comment cards at the Meres reception desk, threatened to withdraw their membership and written to the centre manager demanding she be given her job back.

Andi Mould, who took part in last year's Journal fitness challenge and is leading the campaign, said: "We couldn't believe it when we found out. To get rid of the life and soul of the place is crazy. Most people only go to the classes because she takes them and when she's not there they are empty.  Her classes have been packed this week because everyone wants to say goodbye."

Sisters Claire Wallace and Annette Pask said they only use The Meres because of Sue. Claire said: "If we had known about this before we signed up we would have gone elsewhere."

Regular class-goers Lorraine Marshall and Clare Milner are devastated. Lorraine said: "I've been to exercise classes all over England and have never found anyone as good as Sue."

Sue told the Journal she was unable to comment as it could affect future negotiations with Leisure Connection. No one from Leisure Connection was prepared to comment, but a meeting scheduled for Wednesday but postponed at the last minute, was due to take place between the company and Sue on Thursday.

Could this bizarre behaviour be linked to the financial situation facing LC's owners? PB See Financial and Cuts