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Harrow see also Harrow Audit Byron Hall & Harrow and Office of Fair Trading Council to Investigate LC Hatch End H&S Report Leisure Minutes Report Discounts Shocking User & Staff Views 27.8.09 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 The audits are for: 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 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. 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. 12. Pool testing and pool
dosing 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 22.7.09 Harrow Times by Tristan Kirk Text reproduced in full www.harrowtimes.co.uk/news/4506478.Problems_revealed_at_leisure_centre/ Harrow Leisure Centre slammed for health and safety risks 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.” 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. Cllr Mote accepted: “In essence we are a bit stuck with what we have got.” 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. 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 The H&S report and other documents obtained from Harrow Council about the Leisure Centre under FOI can be seen at http://www.whatdotheyknow.com/request/monitoring_of_leisure_connection#incoming-35312 The H&S report is Document 6. Harrow leisure centre's swimming pool From Yahoo Local Reviews by Sarah K 17.1.09 http://uk.local.yahoo.com/Greater_London/London_Borough_of_Harrow/Leisure%20Centres/2023694353-r-12695829-review-1.html?fr=Overall: I was disgusted last week when i brought my 2 year old daughter swimming at Harrow leisure centre, the floor in the changing rooms were filthy with hair every where and the smell of urine and the bins were full of rubbish and smelly nappies.The showers were even worse with poo in one of the showers cubicles, hair clogged up in every drain and again the smell of urine all! this place is digusting and i will NEVER go back there! 27.2 09 Stink shuts Harrow Leisure Centre: firefighters called by Ian Proctor, Harrow Observer Reproduced in Full http://snipurl.com/ct971 Harrow Leisure Centre was evacuated last night and remains closed today after an unusual smell was sniffed coming through the heating ducts. Twenty-seven visitors was asked to leave the sports venue in Christchurch Avenue, Wealdstone, at 9pm yesterday and although none of them reported being ill, a staff member was seen at Northwick Park Hospital after complaining of feeling unwell and later returned home. Firefighters from Stanmore spent three-and-a-half hours at the centre, responding to a "chemical incident". Workers and engineers at the centre - run by private company Leisure Connection on behalf of Harrow Council - are investigating the cause of the stink. Councillor Chris Mote (Conservative), portfolio holder for community and cultural services, said:"The safety of customers at the leisure centre is clearly our first concern so we have decided to keep the centre closed while the source of this smell is investigated. We will obviously be reopening as soon as we get the all-clear." 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 FullPOLICE 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?” Harrow Times 26.11.08 http://www.harrowtimes.co.uk/news/3878792.Police_step_in_to_control_violence_at_Byron_Hall/ By Tristan Kirk Reproduced in FullLeisure Connection facing second review in Harrow in six weeks 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 Calls for Leisure Connection to be axed from Harrow
Leisure Centre 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. Watford Observer 24.3.08 http://www.watfordobserver.co.uk/news/2136999.leisure_centre_thefts_spark_concern/ 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." Council One of the Worst in London by Tristan Kirk 7.2.08 Harrow Times Reproduced in Full http://www.harrowtimes.co.uk/search/display.var.2026573.0.council_one_of_the_worst_in_london.php 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. LC Supported Plans to Rebuild Centre Attacked 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 http://www.harrowtimes.co.uk/search/display.var.2022888.0.sports_council_criticises_leisure_plans.php http://www.harrowtimes.co.uk/search/display.var.2022933.0.sport_england_slams_leisure_project.php http://www.harrowtimes.co.uk/search/display.var.2011605.0.proud_to_work_with_council.php http://www.harrowtimes.co.uk/search/display.var.1987463.0.leisure_boss_backs_council_plans.php 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 Council Leader Starts to Investigate LC Contract 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 Health & Safety Report on Hatch End Swimming Pool August - December 2005 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" Entrance - Fire action notice not completed. Completed Nov 05 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 Swimming
Pool - The alarm cable trunking pipe is rusted. Completed
Dec 05 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. 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 Harrow Leisure Meeting Minutes 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. Audit Commission Discounts Views of Users and Staff 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). Additional activities linked to the inspection mentioned in these minutes were:
Shame that it takes an inspection to provoke managers and the council into doing what they clearly recognise is needed. From Harrow Observer, 18
November 2004, page 7 - (reproduced in full) 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.” Thanks to "Harrower" for bringing the above to my attention. PB From Harrow Observer, 21 October 2004,
page 5 - (reproduced in full) 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. 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. 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 “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.” ... Makes me wonder what a failure would involve? PB 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 6.3 The agreement has taken a significant time to finalise, for the following reasons: Audit Commission Sport & Leisure Inspection
2002 http://snipurl.com/7rfr 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. How many months does it take to get something fixed round here’ [customer comment card] (The report makes clear that much maintenance is the responsibility of Harrow Council.) |
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