Lee Valley Leisure Pool / Broxbourne

11.9.08 SHOCK AS LIDO SHUTS EARLY  by Amy Roberts, Hertfordshire Mercury  Reproduced in full apart from photograph
http://www.hertfordshiremercury.co.uk/hertfordshiremercury/DisplayArticle.asp?ID=348371 

The shock closure of Lee Valley Leisure Pool three weeks earlier then scheduled left angry swimmers high and dry at the weekend. Staff shortages have been blamed for the move, which also saw gym hours slashed. 

Sandra Lomas, of Halfhides, Waltham Abbey, said: "We came along on Sunday to find the pool was all closed up and there were limited hours on the gym. There was only one A4-sized letter on the gym door from head office saying that for reasons beyond their control, the opening hours were now 6am until 3pm. I phoned them, but the person I spoke to didn't seem to know anything about it. I was just put through to loads of answering machines. It's diabolical - they must have known about the staffing issues beforehand, for example the lifeguards going back to university. They must have foreseen the problem. It's a crying shame that this has happened. This place was such a feature for 30 years. You would think they would have marked its closing with something special." 

Alan Cudd, of Bell Lane, Broxbourne, said: "I have been going to the lido for more than 10 years to keep fit and the decision to close early was not announced to us as users. I am disgusted with how we have been treated and now they say the gym may be closing next week too. I am appalled by the whole thing, but we are powerless to do anything about it." 

Disabled Patricia Grant, of Ware Road, Hoddesdon, said: "It is totally devastating for me because of my condition. I can't go anywhere to swim for the next three weeks. I feel let down and angry. They should have planned for staff leaving. It is very important for someone like me to use the pool, it is part of my routine." 

The venue is run by Leisure Connection on behalf of Lee Valley Regional Park Authority. A Lee Valley spokeswoman said: "This is extremely regrettable, but we believe Leisure Connection acted in the best interests of public safety. Leisure Connection informed us last Friday that, due to a severe shortfall in the required numbers of qualified staff available, it was unable to continue operating the facility.

This early closure is a disappointment. Our officers have explored every avenue with Leisure Connection to try to secure the facility's operation until its scheduled closure date. Leisure Connection has taken every step to try to find short-term cover for the pool and the later hours at the gym, but its efforts have been unsuccessful. We have been informed that any members who have not already taken advantage of the alternative packages available to them will receive a pro-rata reimbursement." 

Leisure Connection has set up a hotline for customers on 01480 401300.

Bad news for pool, good news for PR  by Dan Peters, Hertfordshire Mercury 16.7.08
http://www.hertfordshiremercury.co.uk/hertfordshiremercury-news-hoddesdon/DisplayArticle.asp?ID=331500
 
WHEN I wrote my first blog on Broxbourne's Lee Valley Leisure Pool I did predict there'd be further chapters and, not wishing to disappoint, this week we have another entry on the topic. As most of you would have heard by now, the pool will definitely close later this year, despite the decision being about as popular as a weak-bladdered young swimmer yet to be toilet-trained.

Only a few weeks ago, Leisure Connection appeared to be rubbishing the rumours that the facility needed some kind of Baywatch-style rescue to keep it afloat. To their credit, since my story in February in which I revealed a worrying past record, the company has got its act together and hired probably the most efficient PR company I've come across in two years at the Mercury. After one negative story too many, I received a call from a spokeswoman who introduced herself as my future point of call when writing stories about the pool.

Her approach was about as refreshing as a swim on a scorching summer day in that she was friendly and was always forthcoming about her views on the weather - the topic strangers resort to when floundering around for a conversation topic. More importantly, she didn't seem to view my probing questions as a debased personal attack as some press officers occasionally do.

All of us have a job to do and the number one duty of a journalist is to ask difficult questions. These forays below the rippling surface are dives for the truth and are generally not intended to upset our interviewees. This is especially the case when speaking to PR people who, on occasion, react to queries about their employers as if we have called their mothers an unpleasant name.

So Leisure Connection, maybe with an eye on an impending pool closure, dug deep in their pockets and paid the experts to give the bad news the most positive shine possible. After my past experiences with the business I'm glad. Previously our press contact was the regional manager, who would usually be unavailable or, on one occasion, on holiday.

Now everyone's entitled to a break - perhaps she'd gone away for a swim in a pool that's staying open - but there was no-one to replace her. I managed to spend the best part of an hour chasing someone from Leisure Connection for a response in which time I had the delight of speaking to their accounts department, HQ and several receptionists.

All very pleasant but it didn't get me very far in my search for a quote. So when my contact in the PR company announced she was taking a short break, I was not looking forward to the fun and games of chasing around for a comment. My fears were unfounded as the man standing in for her was also efficient.

Efficiency like this deserves a holiday - hopefully, I'm sure you're thinking, as far away from my water-based puns as possible.

Lee Valley Pool Looks Set To Close    by Dan Peters Hertforshire Mercury 24.4.08 http://www.hertfordshiremercury.co.uk/hertfordshiremercury/DisplayArticle.asp?ID=310030  

The popular Lee Valley Leisure Pool, which has entertained families and drawn crowds to the area for the past 30 years, looks destined to close. The Mercury has learnt that the pool, formerly called Broxbourne Lido, is unlikely to survive beyond March next year, but the axe could fall as soon as October.
According to a proposed development brief, future options for the site include a marina, hotel and major new visitor attraction based on an outdoor activity centre.

A source at the pool said the reason for closure was financial, with managers Leisure Connection expected to exercise an early-release clause in their contract with site owners the Lee Valley Regional Park Authority (LVRPA).

Our source, who did not want to be named, said: "It's not making them any money. There are new laws about air conditioning in the workplace and they just can't afford the necessary upgrade."

It also emerged this week that the Old Nazeing Road facility has been slapped with three improvement notices after it contravened health, safety and welfare regulations. The harsh warnings, seen by the Mercury after a Freedom of Information request, were issued after Broxbourne Council inspectors discovered ceiling tiles to be broken or missing, carpets in a dirty and dangerous state and toilets poorly ventilated. (Further details listed below)

Despite the difficulties, pool users and residents were unhappy to hear the news. Broxbourne's Tory MP Charles Walker promised to raise the issue when he next met with LVRPA bosses. He said: "Obviously the loss of any facility in Broxbourne is a concern. I'm very worried about the loss of swimming pools."

Rob Cliss, assistant manager of The Crown pub, which is behind the pool, admitted the closure could have an impact on business. He said: "All the families go over there swimming. It's a really nice pool for kids. It brings a lot of business into this area."

Bill Merry, 75, lives just yards from the pool and successfully campaigned to save the facility when it was threatened with closure a few years ago. He said: "It's a shame if it does shut because it's such a lovely pool and a very good facility for the children. "There's not much else like it in the area. I'm very sad."

Another Broxbourne resident said: "The lido has been around for decades and has been a fun facility, not only for us and our children, but for the thousands of people who come on the train to Broxbourne during the summer months for a day out by the river. Now it's our grandchildren who love riding the waves and splashing about in the pool."

A LVRPA spokeswoman insisted that no decisions has been confirmed. She said: "The pool is now nearing the end of its effective operational life. The current contract runs until March 2009 and through mutual agreement there are currently no plans to renew this contract.  Discussions are currently taking place regarding the future of this site."

Leisure Connections declined to comment this week.

Environmental Health Orders

Following the issues reported below by the local press I made a Freedom of Information request to the Borough of Broxbourne Environmental Health Department for issues at Lee Valley Leisure Pool. The council provided information about worrying conditions at the Pool on four occasions between 2006 and 2008. Combined with the reports uncovered by the Hertfordshire Mercury these suggest longstanding deficiencies at Lee Valley. The issue of inadequate ventilation in toilets persisted for over a year despite an Improvement Notice.

December 2006

Three improvement notices were issued.  One refers to inadequate ventilation in the male and female toilets serving the village changing rooms.  The second states, "Areas of the carpet within the toddlers world are dirty, worn, and torn.  In its current state the carpet could give rise to persons tripping, falling and injuring themselves."  The third refers to several missing and broken tiles in the village and disabled changing rooms.

February 2007

A letter dated 15.2.07 refers to an inspection three days before. 

"I refer to the visit made  to the above premises on12th February 2007, where I was accompanied by you (LC manager).  This visit was made as a result of numerous complaints again made to this department regarding the dirty conditions of the premises and smell in the toilets. 

"At the time in the inspection and I noted that several areas of the premises including the poolside and pool steps, the floor adjacent to the spectators seating area, around the base of columns, adjacent to and inside the showers, drainage grids and the staircase were ditty with a build up of wet dust, fluff and hair. There was dirty water in some of the drainage channels and chewing gum was stuck to the floor in many areas.  The lavatory pan in one of the ladies toilets was heavily stained.  I also noted that the ceiling beams immediately above the play equipment and the window sill in Toddlers World was covered in a very thick layer of dust. 

"In addition it was alleged by complainants that there was blood adjacent to the showers and on the floor of the changing rooms, that bins containing ditty nappies have been overflowing on several occasions with flies around them and that spectators areas are dirty with food debris and dirt." 

The letter also noted poor progress with two of the improvement notices issued six weeks earlier. The ventilation work in the toilets had not been satisfactorily completed and the carpet in Toddlers World was dirty in places.

 December 2007

 "I refer to my visit on the 13th December 2007, when during my inspection I was has accompanied by my colleague …. and  yourself (LC manager).  I explained the reason for my visit in that we had received complaints alleging poor standards of cleaning, poor ventilation to the toilets, and unemptied litter bins etc. 

"At the time of the inspection the facility was extremely quiet having only two customers undertaking is a swimming lesson.  One lifeguard was on duty.  The changing rooms were superficially cleaned, but the  floor non-slip tiles are stained with ingrained dirt from long usage and lack of regular mechanical cleaning.  A thorough cleaning is required either using a power washer and appropriate cleansing agents.  The paint is falling off the walls to the changing cubicles and some graffiti is evident.

"The toilets even with the level of usage at the time of the inspection were inadequately ventilated; the extraction rate should be six litres per second per WC or urinal to achieve at least 2.5 air changes per hour. The bins on this occasion were empty.  

"I am aware of the current uncertainty surrounding the future of this premise and the effect on long-term planning, but while the leisure pool is trading as a public facility proper standards of hygiene and safety must be maintained and this authority will take all appropriate action to help achieve this." 

February 2008

A letter written on 8.2.08 refers to a  defective lift. An engineer's report attached lists five issues "which could cause a danger to persons" and the EHO  seeks assurances that "urgent defects" are confirmed as rectified by 14.2.08 or the lift put out of service.

Hertfordshire Mercury February 2008

Re the two Hertfordshire Mercury items below.  It's great to see a local paper putting so much resource into issues that relate to the health and safety of leisure centre users. One wonders what LC had to hide, when they refused to make the copy of the Quest report available. Despite refusing to hand the report over the company still tries to make out that Quest guarantees standards. It is noticeable that the LC and LVRPA spokespeople both offer bland assurances but do not address any of the worrying specifics. This is a standard tactic in attempts to limit damage after bad publicity but hardly fitting when serious failings have been identified. PB

Hertfordshire Mercury  15.2.08  Reproduced in full 

An in-depth investigation  -  Test Reveals High Levels of Bacteria  

High-levels of bacteria and too much chlorine in the water have been reported in Broxbourne's Lee Valley Leisure Pool, the Mercury can exclusively reveal. Reports monitoring the New Nazing Road leisure centre over the past two years been obtained from the Lee Valley Regional Park Authority (LVRPA) under the Freedom of Information Act.

A high bacterial count during the last microbiological test is recorded in December's report. Swimmers were also exposed to the risk of eye or skin irritation, or breathing problems, due to high chlorine levels, which are recorded the two consecutive months last year. 

In addition, faults were identified with the way in which chemical levels were measured.

The reports also revealed it took more than three months for a discussion on repairing a broken pump to be actioned, and six months before held LVRPA received a copy of a contract it had requested from the managers the facility, Leisure Connection.

A Leisure Connection spokeswoman added, "All statutory and legislative health and safety requirements are met within the facility.

A LVRPA spokeswoman added, "We carry out regular health and safety checks at all leisure pool operations to ensure standards are maintained there has been an environmental health visit to the  leisure pool in recent months and the centre has met all health and safety standards."

Hertfordshire Mercury, 15.2.08  Reproduced in full

Concerns Over Pool Rise To The Surface - Exclusive by Dan Peters 

A catalogue of concerns about the running of Lee Valley Leisure Pool had been uncovered by the Mercury. Leisure Connection, the operators of the pool in New Nazing Road failed to hand over an inspection report by Quest scheme run by Government agency, Sport England. However, our Freedom of Information request to the Lee Valley Regional Park Authority, the site's owners, yielded a host of issues raised among staff in recent months. 

Concerns about customer care, phone answering, cleanliness and catering came out of the mystery visit, a key part of the Quest inspection regime. Minutes of meetings held between the authority and Leisure Connection highlight a number of health and safety issues. One minute expressed "grave concern that the staff do not have any access to mannequins", a crucial piece of equipment used in the training of lifeguards."

Another warned of the lack of emergency lighting so that "during the winter or dark days it is dangerous to expect the public to walk on the stairway should there be a need to evacuate the building."

Other problems raised included lifeguards chatting while carrying out water tests, no evidence of safety checks being carried out on the gym equipment and the absence of a backup domestic hot water system, which would force the centre to close if the main unit failed.

Staffing and training worries have also been raised consistently over the past year. One minute noted they was staffing cover for just 30 out of 100 hours in the gym in December and another read; "While KF was on annual leave, unfortunately he was let down by his staff in keeping the standards of the pool to an acceptable standard."

A monitoring report indicated that "training seemed sporadic" and the inability to find a list of staff trained use one piece equipment meant everyone had to be retrained." Elsewhere in the document were mentions a large amount of graffiti on the car park in the pool roof leaking in various places during wet weather.

A Leisure Connection spokeswoman said, "We manage the Lee Valley Leisure Pool working in close partnership with the Lee Valley Regional Park Authority and endeavour to deal with any issues that are brought to our attention swiftly and appropriately. The leisure pool is Quest accredited and leisure connection currently holds the highest average standard Quest accreditation among leisure management operators as were scoring about the national average."

A LVRPA spokeswoman added, "The leisure pool is owned by us and has been managed and operated by Leisure Connection for the last nine years. LVRPA and Leisure Connection work closely with Broxbourne Council to ensure visitors to the leisure pool have an enjoyable and safe experience."

Hertfordshire Mercury, 7.12.07  Mum's fury over blood and filth on pool floor by Martin Ford   Reproduced in full  with the exception of the photos.

A mum has sounded the alarm over filthy conditions at the Lee Valley Leisure Pool after spotting bloodstains in a changing room used by her toddler. Victoria Greffon, 36, claims conditions at the swimming pool in Broxbourne have been deteriorating for a year and a half and nothing is being done about it.  She said she has not seen cleaning staff for months and the duty manager refuses to speak to her.

The mum from Roydon has been taking her three-year-old daughter to the pool in Nazing New Road for two years and first noticed the problems with cleanliness 18 months ago.

The children's SwimSchool caters for children up to 10 years old at a cost of £63 per term for half an hour a week. However numbers have dwindled from 1,200 to 800.

The pool, which will celebrate its 30th birthday next year, was refurbished the tune of £4.5m in 1999 and sports and leisure centre operator Leisure Connection Ltd took on the day-to-day management of the facility.

Lee Valley Regional Park Authority (LVRPA) still retain ownership of the facility. LVRPA failed to respond before the Mercury went to press and Leisure Connection declined to comment.

Declining to comment on complaints or saying there is no one available to comment is a common response by LC. Given that one of the complaints made by Victoria Greffon was that the Duty Manager would not speak with her, the tactic seems particularly inept on this occasion. 

But why did the LVRPA fail to respond? Lee Valley Regional Park Authority aware of issues that LC had at other centres, including the cutting back of staff. The reply received in September 2006 was, "I have reviewed the points in your e-mail and checked with my colleagues who manage Leisure Connections in our Authority and there have been no reductions to staffing levels at the Leisure Pool that we are aware of and we have not been informed by Leisure Connections of any future intentions to reduce staffing. My colleague's view was in fact the opposite and that LC seems to have slightly more staff on site."  Notice this is a view and not something confirmed. It seems like events have proved the view was wrong.

Thanks to Digger for sending this cutting. If anyone knows Victoria Greffon, please let her know  I would be happy to publish her photos on LCW. PB