Harrow

27.8.09 I have discovered a third Heath & Safety report that damns the standards of Leisure Connection in Harrow. The 2007 report refers to an earlier H&S prosecution for chemical handling, and notes that this problem continued. The 2009 report found a number of the same issues as the 2007 report. Given the recent police criticisms of Leisure Connection’s handling of public safety in Harrow, I wonder what has to happen before Harrow Council dismisses the company? Does it need a fatality before councillors take action?

There is also the question of whether and to what extent Leisure Connection's falings contributed to two major incidents, a very damaging fire in 2003, and a chemical incident in 2009 that led to two people going to hospital. PB extracts

Hatch End Swimming Pool in August 2005 - Full Document Extracts
Harrow Leisure Centre in June 2007 (the most recently discovered) - Full Document Newspaper Report
Harrow Leisure Centre in June April 2009 - Full Document

The Centre the Centre is approximately 40 years old and management of the centre needs to ensure effective systems are in place. For example because of poor control of visitors, unauthorised people seem to range over the site. Poor key control means that several keys are missing so people appear to “break –in” as a means of gaining access. As a result fire check doors are damaged and largely inoperable, increasing the risk of fire spreading unchecked in the building.

Lack of quality systems appear to be partly related to lack of staff – numbers and competence. Staff appear to be “trying” but failing to deal with issues. Even when “trained” supervision appears not to be sufficient to ensure that they put what was learnt into practice. This has particular implications safety actual pool operations including control of infection, chemical exposure and for safety of the public using the pool.

6. Staff and working schedules

15 staff employed. 6 classed as operational. Of these 2 are cleaners 3 are lifeguards. In effect the only “operational” is the operations manager. This manager apparently starts at 05.30 to open up. His name is down as duty manager even when he is not available on duty even 8 hours later. It seems that operational coverage of the facility is insufficient.

One cleaner apparently starts at 05.30 as well. Bearing in mind that the centre is open to the public each day in the week 06.30-23.30 (closes at 20.00 at weekends), one cleaner seems hardly sufficient to make any impression on the front of house areas never mind the back office areas and it shows. The standard of cleanliness is poor; that coupled with a low standard of maintenance makes the place seem drab and unhygienic.

Both lifts in the public are out of order and have been for several months. Clients in wheelchairs cannot access the gym on the first floor. Equipment including cleaning equipment and supplies have to be hauled up the stairs, a clear manual handling risk.

The manager told us that there were 3 lifeguards on duty – 2 available for the large pool and 1 on the small pool. However, according to staff spoken to, there were only 2 on duty. One person had called in sick. Because the centre already operates on the minimum level of cover, there was no one available to stand in. Pool cover and the change over regime, which is important for maintaining staff vigilance during this key task, are therefore compromised. Staff could also become bored and vigilance reduced, with implications for safety of the public.

8. Activity rooms

A number of these were inspected. The standard of facilities varied but too many were rather unkempt with poor light and ventilation. The Combat rooms in particular was looked at the request of the contracts manager because of complaints from users. In room 1 some ventilation fans were missing increasing the stuffiness of the area. In room 2 the ventilation trunking was covered in glass-wool type insulation material overlaid with foil. However this is damaged leaving the glass-wool fibre exposed to the air, which could be breathed in by participants/combatants.

10. Operating procedures

The Centre has a manual of operations but the procedures it contains are generic for the national business with no attempt to adapt them to the local situation, something that accounts for the fact that they are not accepted or followed. There was difficulty locating the “manual” - staff did not know where or how to access it. There were gaps in coverage too with key procedures for the type of business not included in the manual.

11. Delivery of chemicals

This is an area of significant risk for the business. Yet there were no written safety procedures for dealing with this, despite a previous prosecution. There were no records of chemicals in/out. This has implications for stock control and indeed for the proper dosing of the pool for hygiene and infection control. If ordering or deliveries are delayed, inadequate dosing could cause hygiene problems and eventually failing to meet the service standard for pool opening resulting in pool closure.

There were no written procedures for these. The operations manager had been on a pool management course but appeared to be unclear about the significance of the pool readings. At times the pool readings were outside safe operations parameters but these were not picked up or dosing etc adjusted to bring these back in line. Readings had been filled in but it is questionable whether all were actual readings or assumed. On some shifts, readings had been missed completely.

The Rocket diner is closed for routine opening but is hired for (children’s) parties. There is children’s play space attached. This is still in use – no staff supervision in area. The space was rather dirty and the kitchen area used for hire was not much better. In the front of house (open plan) café, kitchen staff were observed vacuuming the cooking extract/ventilation grill while the cafe was in use by the public

DAMNING health and safety failings have been uncovered at a local leisure centre after a series of investigations by Harrow Council. The inspections at Harrow Leisure Centre found dirty sinks and toilets, week-old layers of oil and fat on kitchen cookers, broken fire doors, and litter and cigarette butts strewn around the electrical plant room.

The papers, released after a Freedom of Information request, show the council undertook four inspections of the site between January and April after concerns were raised over the effective running of the centre.

An official audit, dated April 24, states: “The kitchen for public hire was extremely dirty and ill-kept. There were also clear breaches of food hygiene rules and codes of good practice.” It adds: “Lack of quality systems was a feature of the last visit. That has improved somewhat. However, more needs to be done particularly as regards staff training and management monitoring.”

The audit also claims no written safety procedures are in place for receiving deliveries of chemicals for the swimming pool, and it says tests on the level of chemicals in the pool were at times outside safe levels and at other times missing completely.

Lists of problems identified during the visits to the centre, in Christchurch Avenue, have been handed to senior officers, and Councillor Chris Mote, who is in charge of leisure in borough, promised the inspections would continue until standards improve. He said: “We won't stop doing this until the complaints stop coming in. If protocols are not being carried out properly, we must look at it and we must deal with it. This can't go on because it's not helping the public. If this has been flagged up, I would expect it to have been solved otherwise we would have to take further action.”

Leisure Connection, the company which has run the centre since 1998, said in a statement it is reviewing the papers and working with the council to investigate. However, the statement added the company is “surprised” by some of the findings.

The report also highlighted some improvements in areas such as control of the disease Legionella and the cleanliness of activity rooms, and indicated staff have been sent on additional training courses on the back of the audit.

The council and Leisure Connection are currently negotiating a two-year extension to the contract to run the centre, and Cllr Mote said they are trying to put increased safety standards into the contract. He promised further investment in the site in the near future, including a revamp of the changing area, but accepted some of the problems of maintenance lay at the council's door.

The centre was earmarked for demolition last year, with grand plans to build a brand new leisure and sports centre on the site, but funding for the project fell through as the recession deepened.

It is good to see H&S taking LC to task, but how has Harrow’s Leisure Service allowed such conditions to develop? My guess is insufficient monitoring or very poor monitoring.

This is not the first time Leisure Connection in Harrow have been censured for safety. H&S slammed conditions at Hatch End Swimming Pool slammed in 2005. More recently, the police were clearly annoyed by LC’s management of events at Harrow Leisure Centre and Byron Hall.

Fine words from Cllr Mote, but he wrote to me in June 2006 saying, "I too, have concerns with Leisure Connection Limited, and have instituted an investigation into what first of all, can be done about getting the complaints dealt with and secondly, what can be done with the contract that we have with that Company. At the moment, I hope that over the next month or two, the standards will have improved and if they haven't, I will be seriously looking at what i can do to possibly change contracts."

Despite this and repeated failings, Harrow Council wants to extend LC’s contract for two years!

And LC are "surprised by some of the findings". This is wishy-washy PR drivel. The report came out in April. By this stage, management must either accept or dispute the findings. Given they are not disputing at this stage, I do not see why we should entertain any doubts about the accuracy of the report. PB

Leisure Connection retains licence but with strict new conditions Harrow Times 1.12.08 http://www.harrowtimes.co.uk/news/3941181.New_security_conditions_for_Byron_Hall/ By Tristan Kirk Reproduced in Full

POLICE now have the power to stop events taking place at Byron Hall if they fear violence and disorder will break out. The entertainment venue, the largest in Harrow, was handed strict new conditions on its licence following a review by Harrow councillors tonight. Leisure Connection, the company which runs the venue and adjacent Harrow Leisure Centre, succeeded in holding on to its licence, but must now have a security guard on the door from 10am until its closes to try to avoid trouble on the site. Bosses must also tell police about events two weeks in advance and conduct stringent safety checks to try to prevent crime and disorder, but cops retain the power to veto the event if they are not satisfied. The changes come after Leisure Connection was hauled before a council committee for its licence to be reviewed.

As the Harrow Times exclusively revealed last week, police had to shut down the venue on Saturday, November 15, because they feared a Tamil youth event was in danger of spiraling out of control and managers had not done enough to prevent trouble breaking out. Up to 50 youths were involved in a fight inside Byron Hall where chairs were thrown, and police had to step in to separate the warring factions.

Following tonight's meeting, Sergeant Carl Davis, in charge of licensing for Harrow Police, said he hoped the new measures would help prevent future trouble on the Wealdstone site. He said: “I am pleased all the conditions we put forward have been accepted. The venue has the highest capacity of any building in Harrow for large licensed activities, so there is always the potential for trouble. But with good management, I hope these measures will help keep the residents of Harrow safe.”

The review was Leisure Connection's second in six weeks, as fears grew that the company was not doing enough to prevent crime, disorder, and disruption to local residents. Since the last hearing, new CCTV cameras have been installed, noise limiters have been purchased, and now a new security regime will be implemented.

However, Councillor Phillip O'Dell, who represent Wealdstone, remains concerned the site will remain a hotbed of crime and disorder.

He said: “You have got to look at the effect of what happens outside. The council can impose all these conditions, but ultimately the car park has got to be supervised. There doesn't seem to be any control on what goes on in the car park, and are Leisure Connection going to take responsibility and do something about it?”

POLICE had to shut down one of the largest entertainment venue in Harrow amid fears the management had lost control. Cops were forced to step in after fights started to break out at a Tamil youth night, with officers believing the managers of Byron Hall had not done enough to calm simmering tensions between rival gangs.

They issued a closure notice to Leisure Connection, the company responsible for running the venue, at 10.18pm on Saturday, November 15, after a fight involving up to 50 young people broke out inside the hall during the event. The company now faces a licence review, its second in the space of six weeks, as police continue to hold deep seated fears the management of the venue are not doing enough to combat crime.

Sergeant Carl Davis, in charge of licensing at Harrow Police, said Byron Hall and the adjoining Harrow Leisure Centre has a “consistent problem with crime and disorder”, and pointed the finger squarely at Leisure Connection for not doing enough to tackle the problem. He added managers have “stalled, dithered, dawdled, and smoke-screened” over a number of years to avoid putting in adequate security measures, such as CCTV alarm systems, and employing enough bouncers, as requested by the police.

On the night of the Tamil event, attended by up to 1,500 students, cops had got word of rival gangs planning to come to Byron Hall armed with swords, knives, and cricket bats with the intention of fighting. Extra officers were called in and all available resources were directed at preventing violence during the event, but after a fight broke out, and several people were ejected form the hall, police decided they had no choice but to close it down.

Superintendent Matt Gardner, of Harrow Police, backed his officers' decision, and and supported Sergeant Davis' assertions Leisure Connection is not doing enough to prevent trouble. He said: “We feel that we could have had better cooperation with the leisure centre during this time. It would appear they are not doing enough. My officers spoke with the licensees and they didn't act quickly enough. If we were not there, there could have been serious problems.”

The Tamil event last Saturday is not the first at Byron Hall to hit the headlines, as last year's Diwali celebration threatened to descend into chaos when understaffed door staff could not cope with the large number of people.

The leisure centre and Byron Hall have had long running problems with robberies, burglaries, and anti-social behaviour on the site, in Christchurch Avenue, and neighbours have complained about late night noise coming from the venue. The review is due to be held on Monday, December 1, when police will again ask for Leisure Connection's licence to be suspended until they have brought security up to scratch.

The licence was reissued by three Harrow Councillors despite strenuous opposition from the police and objections from local residents - see below and Byron Hall. Let's hope such voices are paid more attention thnis time. PB

Residents are calling for a change of management after problems at a controversial leisure centre. Harrow Leisure Centre, in Christchurch Avenue, has attracted complaints ranging from poor maintenance to lack of security and some regulars are now calling for Leisure Connection, the company that runs it, to be sacked.

Harrow Council, which was responsible for hiring the firm, has also said the building is in a state of disrepair but wanted to replace it, a project which had to be scrapped when funding fell through.

Derek Bchholz, of Barn Hill, Wembley, is a swimmer at the centre and said while he was unhappy with plans to replace the centre he does want improvements to be made. He said: “The swimming pool is so run down and so neglected that a lot of people I know have left. Considering we've got the Olympics coming it's something that they should develop rather than scaring people off. I'd like to see them replace the current contractors with people who would get the place up and running like they should.”

Mr Bchholz is one of a number of people to complain about the current state of the building. Councillor Chris Mote, responsible for community and cultural services at the council, said he knew there were problems, including with the showers.

He said: “They've got a contract for two more years and if I terminate that contract before then I will need money to buy them out. I don't have that money. I'm not going to spend a lot of money to buy them out of an old building.”

Cllr Mote claimed the company has in the past experienced staffing problems which have been eased by a recent recruitment drive. He said his department has told Leisure Connection that the council is not responsible for its staffing problems and the company itself must solve them.

Officers are currently in the process of putting together a report on the future of leisure in the borough. The Harrow Times has requested a response from Leisure Connection and is waiting for a reply.

A POLICE sergeant is warning residents not to take valuables to a leisure centre following a spate of thefts in the past six months. Sergeant Nick Foster, of Marlborough Safer Neighbourhood Team, said eight cars have been stolen after keys were taken from lockers at Harrow Leisure Centre, in Christchurch Avenue.

Police have received more than 15 reports of thefts from lockers with around 23 victims. Sergeant Foster said: "Try and keep keys with you when at the leisure centre, and take them in a bag when going to the gym if you can. Obviously it is more difficult at the pool side if you are going swimming."

He said he has been in negotiations with leisure centre managers over ways to improve security and is hoping CCTV will be installed to capture thieves on camera.

Jill Stokes, a leisure centre user, said her car keys were stolen from her locker in Febraury, costing her £200 for a replacement. She is now calling on Harrow Council to spend more on protecting customers. She said: "I'm lucky because I can afford it but other people can't. The council is spending all this money on leisure, but what are they doing about security? I just want people to know what's going on."

Councillor Anjana Patel, responsible for community and cultural services, said the council was working with police to improve security. She said: "We have updated the CCTV system and cameras where the lockers are located. Leisure Connections is replacing locks and keys to repair the broken lockers as well as placing warning notices in the changing rooms to alert swimmers and gym users."

Adam Nash, contract manager at the centre for Leisure Connections, said: "Unfortunately, the leisure centre has experienced a number of thefts in the past two months. We have invested over nine thousand pounds in the past three months to improve the lockers, are continuing to work along side the local police and the council. All parties are working together to continue raising awareness as well as investigating each incident."

Harrow Council is one of the worst in London according to an Audit Commission report published today. The commission's annual Comprehensive Performance Assessment has awarded the council two out of a possible five stars. The report highlights the council's slow rate of service improvement, particularly in adult social care and street cleaning. It also criticises the authority's management of council housing and low public satisfaction with recycling services. However the council is praised for its delivery of housing benefits and improvements to its services for children and young people.

The rating of two stars, is one of the lowest in London and places the council the bottom 25 per cent of authorities the country. While three quarters of councils in England and Wales are improving well or strongly, Harrow has dropped down the scale, from improving well in 2005, to improving adequately in 2007.

Councillor Chris Mote, leader of the council, blamed the low rating on "significant financial challenges", but promised to listen to what people want. He said: "We know that we have a long way to go but there are strong signs of real improvement."

Michael O'Higgins, chairman of the Audit Commission, offered the council advice how it can emulate Hackney Council, which has bounced from one to three stars during the year. He said: "Where there are challenges, we know the characteristics they need to copy from the highest performers, strong leadership, a skilled management team willing to take tough decisions and an ongoing focus on poorly performing services."

This year's Audit Commission report is not yet available on the web but it will be interesting to see what it has to say about leisure services. Last year's report (item below) found much dissatisfaction. Despite struggling to manage the basics Harrow Council floated grandiose plans to rebuild its major leisure centre with a smaller pool and other loss of facilities. After LC's Chief Executive spoke in favour of the plans they were attacked by the local Sports Council and Sport England, as well as opposition from many residents. Follow links below for local press coverage of LC support and the arguments against. PB

Audit Commission Slams Harrow Council March 2007 http://www.audit-commission.gov.uk/Products/CPA-CORP-ASSESS-REPORT/9E485802-E211-48A0-9080-7E9C19C5A9E3/LBHarrowCorporateAssessment13Mar07REP.pdf

The Audit Commission Corporate Assessment Report for Harrow gave Council an overall rating of 2 and an even lower score for capacity to improve.

"Latest national surveys indicate comparatively low satisfaction with the Council’s parks and open spaces as well as most leisure facilities except for libraries. The Council’s own survey this year indicated residents were more positive about access to nature and parks but more critical of sports and leisure facilities."

While Vale Farm is the nearest pool to my home I also use occasionally Harrow Leisure Centre and have made complaints about it's dire cleaning, copious litter in the pool, and standards of lifeguarding. The Audit Commission in July 2005 identified that there was a problem with Harrow's renewed contract with LC. But over a year after the inspection (March 2005) little has been resolved and the Leader of the Council replied to me on 16 June 2006 saying:

"I too, have concerns with Leisure Connection Limited., and have instituted an investigation into what first of all, can be done about getting the complaints dealt with and secondly, what can be done with the contract that we have with that Company.

At the moment, I hope that over the next month or two, the standards will have improved and if they haven't, I will be seriously looking at what i can do to possibly change contracts."

Getting details of LC's performance from Council officers under the Freedom of Information Act has not been straightforward. Rather than talk to me as requested about what records there were, in April 2006 I was asked in writing for £3180 upfront. After much correspondence, this was reduced to a mere £960!

Among the reasons given for such costs are the problems caused by the Leisure Service being shunted around different council departments over the last few years, so that more than one set of files has to be searched. It seems to me that if a council can't readily access data relating to management of a contract, inherent problems with that contract are likely to be exacerbated. In any case, no reports relating to the performance of LC have been presented to the Council Cabinet between November 2005 and the end of May 2006.

As well as the Audit inspection the Council engaged five consultants in 2005 including MB Associates (to report on the condition of Harrow Leisure Centre), ICA Leisure (to review the centre management partnership contract), and Capita Symons (advisor re. transfer of three leisure centres from the Council to LC), Claydon Associates (design & build), and Bell Associates (architects). A "Cultural Strategy" was drafted in September 2005 but for all the words and meetings cleaning problems have persisted.

Some documents have been received and what has been sent adds to my concern about the performance of LC and the way the council got into bed with this company. PB

While some issues are listed below the full report is available on LCW as an 11-page Word document. This is as received apart from replacing names of staff with a single initial and highlighting some of the issues.

While the report is dated August it has been used to record progress on issues up until December 2005. The Council also has not done all it should but here are some of the items that appear to be the responsibility of LC. As well as the sheer quantity of safety matters that needed to be brought to the attention of LC there are worrying delays in tackling some of them. A further review was due in February but LCW has not had sight of this.

Rated by the inspection "Critical importance and immediate action is needed to improve the health and safety performance to an acceptable level"

Reception - The small fridge is very dirty and has not been cleaned for some time. Completed December 05

Swimming Pool - The twin fire door ‘push-bar lock’ is not closing at the bottom. Still to be done

The Pool water looked very dirty with dead algae. There has been no pool hoover available on site for over one year. The manager borrows a pool hoover from Harrow Leisure Centre site and is returned back after two days. Still to be done

Swimming Pool - The water hosepipe was lying on the floor creating a trip hazard Still to be done

Disabled Changing & Fist Aid Room - The floor lino at the external entrance door has uplifted from the floor creating a trip hazard. Still to be done

Plant room - The first aid box was on the floor. Some of the contents in the first aid box were out of date - Still to be completed

Plant Room There is a mains electrical fuse box where the RCD fuse is being secured by red tape. Still to be completed

The plant room door was not locked during my visit. Children can injure themselves if they wander around into the plant room. Completed Dec 05

Rated as "Action is needed within an agreed timescale to improve health and safety performance to an acceptable level."

The building in general needs cleaning at high levels. There is no cleaning schedule/programme of deep clean to include scrubbing at regular intervals. Completed Dec 05

All the changing room floors are mopped everyday. However, they are not deep cleaned or scrubbed at regular intervals. This has resulted in dark staining / patches appearing in several areas in all changing rooms. This gives an impression to the customers that the floors are never cleaned. Still to be done

Staff members have not received any health and safety training. Completed Dec 05

Reception - There were no paper towels available to dry hands after washing. Still to be done

Male Changing Room - Some floor tiles have holes in the tiles. The holes look very dirty and are a hygiene risk. Still to be done

Disabled Changing & First Aid Room - The toilet has not been cleaned for some time. Completed Aug 05

Disabled Changing & First Aid Room - There were no paper towel holder or paper towels. Still to be done

LCW has received notes and minutes of 17 meetings between November 04 and April 06. Seven of these were "Contract" meetings between Officers and LC staff but here were also two High Level Meetings". While they cover many matters, only two record to specific customer complaints. One reference is in October 2005, involving "failure of complaints system". The other is in December 2005, concerning "queue jumping". Yet it seems complaints were discussed at Contract meetings but not recorded as the December meeting agreed to change the agenda from "Complaints" to "Comments / Complaints". This and the difficulty accessing documents leaves me with a strong suspicion that someone is trying to hide something

The brevity of the Contract meeting notes do not support quality working. They do not specify the date of the previous meeting so it is harder to understand to what extent action points were followed up. The notes wouldn't be of much use to a new person having to take over for the council. There are also gaps between meetings (or missing notes). The longest gap is between June and October 2005.

The minutes of the High Level meeting on 3.5.05 record that "The Council is concerned about how Leisure Connection communicates and consults, particularly with customers on on pricing charges, complaints and general improvements in customer service."

The Contract Meeting notes for 12.5.05 show that LC's performance reports for March, April and May were still outstanding and this was also an issue noted on 26.1.06.

The Contract notes for 6.10.05 list under Maintenance "Numerous items outstanding" including fire doors, lights, and cubicle locks. Referring to a pool hoover they state, "Following numerous complaints and problems with algae at Hatch End Pool LC to purchase vac." The notes for the15.12.05 meeting also refer to "Numerous items still outstanding as previously reported."

A special "Election Meeting" was held on 21/2/03 to prepare leisure centres for the local polls in May. Dynorod were to visit Byron hall 2 to 3 days before to clean all drains and acquisition of hand dryers was to be expedited "as a number of hand dryers" are not working. LC would "provide toilet attendants to check and clean and stock toilets every hour". Ceiling tiles were to be purchased and fitted, repairs made to bollards, paving an drains. "3 managers will be on site for each hall and a spare floating manager. 4 cleaners to be provided, 2 for each hall." Plus up to 18 security staff and a service for a Stannah chairlift! ! And the notes of the Contract meeting on 2.3.06 add that "lights around the building to be checked, especially the car park, to ensure they are ready for the elections."

What this says to me is that the resources can be found and even lavished when more than the usual leisure centre users are expected.

The High Level Meeting in May 2005 mentions an email from the Audit Commission Inspectors "...regarding the performance of the Users Focus Group and Leisure Connection Staff Meeting. The auditors were shocked at the feedback received at the interviews and decided to take a view that this was not a fair and un-biased representation and to disregard all the comments made." I run focus groups and train people to run them. The groups I have run include ones full of people hostile to the commissioning organisation but I have never simply dismissed their claims in the way suggested here. I have made an FOI request to the Audit Commission to better understand their decision. [Update]

One of the few references to cleaning in the minutes received is in the February 2005 meeting , under "CPA Cultural Inspection" (Audit Commission) due 7 to 11 March. "LBH (the Council) to undertake an external deep clean. ... LC to un keep site [litter pick] ". (sic).

From Harrow Observer, 18 November 2004, page 7 - (reproduced in full)
Campaigners celebrate victory after making a splash over leisure centre’s higher charges

ANGRY pensioners who campaigned against high prices caused by Harrow’s new Leisure Card are celebrating a minor victory. Following discussions between Harrow Council and Leisure Connections, visitors to Harrow Leisure Centre in Christchurch Avenue, Wealdstone, will be asked to pay less for certain services.

Residents in the borough had complained to the Observer about the higher charges for use of the centre’s swimming pool and other services during the past month, including 71-year-old Maureen Stapleton of Woodbury Avenue, Harrow, who was upset to discover the cost of her weekly aquafit session had gone up by more than £1 from £2.30-~3.45.

The price has now reduced to £2.75 for over 50s and no Leisure Card is needed. However, Maureen’s husband Frank Stapleton, 74, is concerned the cost is still too high. He said: “We were paying far less before. The thing is they should have considered us to begin with and not just put the price up. We do have to watch our pennies. There is a lot of discontent and they have lost customers over it. The class is now down to 10 as people just aren’t prepared to turn up.”

Rebecca Douglas, spokeswoman for Leisure Connections, encouraged customers to provide feedback. She said: “As a result of our flexible approach to the management of these leisure facilities, we were able to easily amend the pricing structure.”

From Harrow Observer, 21 October 2004, page 5 - (reproduced in full)

Leisure card cuts discount for pensioner by Dhtuti Shah

A DISABLED woman was appalled to discover that she must pay 50 per cent more for exercising in Harrow after the introduction of the new Harrow Leisure Card. Maureen Stapleton, 71, of Woodberry Avenue, was shocked to learn of the rise when she arrived at Harrow Leisure Centre in Christchurch Avenue, Wealdstone, for her weekly aquafit session.
She said: "I went on Thursday and the price had gone up from £2.30 to £3.45 per class.
"Nobody was notified about this increase and most of the people who go to aquafit are pensioners who don't have lots of money to spare."

The council-owned centre is run by Leisure Connection and, before the introduction of the leisure card, pensioners were given a discount on all activities. When the card came into force, the new 20 per cent discount applied only to specific activities. The aquafit classes were not among these. Councillor Navin Shah, deputy leader of Harrow Council, said the council was unaware of the discrepancy, adding, "We are looking into this matter and are confident we can reach a suitable agreement."

The cost of the aquafit sessions was not the only thing worrying Mrs Stapleton. She said: "The centre is advertising discounted leisure for all, but that's not the case. They say I get a big discount, but I'm paying £1 more each time. "We're not getting our money's worth.
"The water is freezing, there is no heating in the changing rooms and the amplifier for the music is extremely old."

Her husband and carer, Frank Stapleton, 74, added: "The Government is encouraging older people like us to exercise, but how are we supposed to afford it?"

Rebecca Douglas of Leisure Connection said a replacement amplifier would soon be installed and the other problems raised had already been addressed.

LC's Comments on Harrow Leisure Card on 4.10.04 from http://www.sportsmanagement.co.uk/newsdetail.cfm?codeID=9188

.... The card – which can be used at Harrow Leisure Centre, Bannister Sports Centre and Hatch End Pool – will entitle users to a 10 per cent discount on all facilities.

Residents over the age of 60 and children who are cared for by social guardians will also receive discounts off the initial price of the card as well as free swimming. Additional discounts are available for the unemployed, people with disabilities and asylum seekers.

Contract manager for the facilities, Mark Cribb, said the cards have proved a huge success. “When the initial idea of this leisure card was suggested we were more than happy to partner and support the council with this initiative,” he said.

“We are dedicated to working in partnership with the council to see the whole of Harrow maintaining healthy lifestyles and with more than 150 cards sold in 48 hours we are confident they will be a tremendous success.” ...

From Harrow Council Overview and Scrutiny Committee 1 July 2004 http://www.harrow.gov.uk/content/council_democracy/democracy_elections/agendas/agenda_minutes_harrow.jsp

Contract for Management of the Council’s Leisure Facilities

1.1 This report gives details of the progress and the content of the agreement with Leisure
Connection plc for the management of the Council’s Leisure Facilities at Harrow Leisure
Centre, Bannister Sports Centre and Hatch End Swimming Pool...

6.2 The agreement is based on a partnership agreement, with the Council and Leisure
Connection working together. The Council will receive a yearly management fee of
£200,000 (index linked) from Leisure Connection, together with a percentage of any
income above an agreed threshold.

6.3 The agreement has taken a significant time to finalise, for the following reasons:
• this is the first partnership agreement of this type that the officers of Urban
Living and the management of Leisure Connection had been involved in, and
the process was significantly more complex and more time consuming than
either party had anticipated
• the loss of key players on both sides (the Head of Property and Development
at Harrow - Geoff Easton, the Council’s Arts and Leisure Officer – Carole
Stewart, and the Managing Director of Leisure Connection) caused delays at
crucial times through the loss of important skills, knowledge and the
reconsideration of decisions, and also the time taken by replacements to
familiarise themselves with the agreement and objectives.
• reorganisation of the business structure of both Leisure Connection and their
consultant lawyers, together with the prolonged illness of the Harrow lawyer
assigned to the project
• the fire at the Leisure Centre in November 2003 also delayed signature
6.4 The documentation has now been finalised and agreed by both parties and the
partnership agreement is to be signed by the end of June.
Thanks to "Harrower" for alerting me to these minutes. PB

Audit Commission Sport & Leisure Inspection 2002 http://snipurl.com/7rfr

59 Concern over the standard of cleanliness at Harrow leisure centre has been raised by the public and the Council monitoring team: ‘I can never find out who is responsible for repairs such as the basketball nets – the managers just keep on saying it’s the Council – but nothing happens’ - [user]

82 The contractor has a system of logging complaints and responding to the person who has complained. The client and contractor currently carry out some evaluation of customer feedback, but do not display responses on the public notice board in the centre. Customer feedback is not used strategically to drive service improvements. There has been no progress in trying to establish a centre users’ forum

159 The contractors have in place a system for comments and complaints from the public and these are replied to promptly. Although problem areas are identified, resolving underlying causes is slow particularly when caused by poor maintenance. We found that complaints had not been resolved after several months. The fragmented nature of service provision can result in a lack of direction which does not always serve the needs of the customer.