South Kesteven   see also Deepings & Grantham

5.5.05  Council report recommends local leisure trust to replace LC at the end of their contract in 2008.

Information on LC's performance obtained under Freedom of Information

South Kesteven District Council responded with the email below and a report from July 2004 on the previous year's performance by LC. Both documents are produced in full with some information highlighted.

In summary, for the five centres LC managed between 1.1.03 and 28.2.05 LC received 722 rectification notices and were fined on 25 occasions for not meeting the contract standards. For one centre, Grantham Meres, there were 304 formal complaints between May 2003 and May 2004. Another two centres received 107 formal complaints in roughly the same period.  Despite Grantham Meres having so many complaints and the lion's share of the fines, it scored higher than other South Kesteven centres on its Quest Accreditation!

Frequent complaints were about cleaning, staff, catering, maintenance, fitness facilities, swimming and programmes.

From: ANDY ALLEN 
Sent: Friday, April 15, 2005 
To: Paul Burns
Subject: Freedom of Information Act

 Following your request to South Kesteven District Council for information relating to the performance of Leisure Connection Ltd within the South Kesteven District Council Leisure Services Contract, I am able to provide you with the following information.

  RECTIFICATION NOTICES
For the period 1/1/2003 to 28/2/2005, the Contract Monitoring Unit of SKDC have issued 722 rectification notices across the 5 facilities which Leisure Connection manage. (Grantham Meres Leisure Centre, Bourne Leisure Centre, Stamford Leisure Centre, Deepings Leisure Centre and South Kesteven District Council). Rectification notices do not necessarily carry any financial penalty. They simply highlight work required or issues at the time of the inspection. 

FINANCIAL PENALTIES
Financial penalties are incurred if the Inspection score does not reach 90% pass = Level 2 default £250.
Level 1 defaults are incurred if the Contractor does not complete a rectification notice/task within the given time period  = Level 1    default £25.

Within the time period you have requested the Contractor has incurred the following number of Level 1 and Level 2 defaults:

Grantham Meres 16
Deepings 7
South Kesteven Sports Stadium 3
Stamford 0
Bourne  2

FORMAL COMPLAINTS
SKDC have received the following number of formal complaints relating to the services provided by Leisure Connection Ltd, within the time period you are interested:

Grantham Meres 16
Deepings 6
South Kesteven Sports Stadium 2
Stamford 0
Bourne 6

CUSTOMER COMMENTS/COMPLAINTS ANALYSIS
The period up to the end of June 04 is contained within the word document attachment.
Since then and up to end February 2005, Leisure Connection have received the following comments for each centre, on their customer comments forms

Grantham                                Positive 11     Negative 55    
Deepings                                Positive 2      Negative 5
South Kesteven Sports Stadium           Positive 0      Negative 0
Stamford                                Positive 17     Negative 4
Bourne                                  Positive 6      Negative 43

For information - we have over a million annual visitors to our Leisure Centres.

Some of the above information is not available in electronic form, so I have provided you with the statistical analysis. If you would like any copies of the paper format you will have to let me know.