West Lindsey District Council 

West Lindsey Leisure Centre   From Leisure Options Report presented to Special Meeting of Community Committee 15.11.06 http://committee.west-lindsey.gov.uk/comm_mins/documents/Comm/Reports/Comm0161R.htm

Following longstanding complaints (see below) and concerns the council had consultants review leisure provision and options.

"A survey of   leisure centre users was carried out across Lincolnshire in May 2005.  This survey showed that levels of customer satisfaction at the West Lindsey Leisure Centre were the second lowest of the 17 leisure centres that were included in the study. Users were particularly critical of cleanliness and the quality of the changing facilities. This survey was followed up by a further survey specially commissioned for this study... Some 149 leisure centre customers replied using self completion questionnaires. "

"Overall satisfaction with the leisure centre is low, placing the centre16th out of 17 facilities surveyed.  Only 39% rated the centre as “good” overall compared to the county average of 56%."

"Customers were asked to make suggestions for improvements at the centre.  The top three were:        Cleaner changing ,       Better fitness equipment &      A cleaner swimming pool." So despite well documented dissatisfaction with cleaning in May 2005 over a year later customers were still complaining about the dirt.

Conclusions from the Surveys

 "From the survey data we conclude that the leisure centre is a well supported sports and leisure amenity that residents and customers value and wish to see continue and develop.  However, there is considerable dissatisfaction with operational issues such as maintenance and cleanliness which should be addressed by both the Council and the management operator...

The report also noted in its review of options for future management that, "It is also expensive and time consuming to remove a poor contractor."   Time consuming yes but not necessarily expensive. It seems as if the consultants are looking back rather than forwards.

Removing an under-performing contractor could be relatively straightforward if the contract is well drawn up and monitored. A council could specify that it would, receive full compensation and penalty charges for poor performance and the right to terminate the contract if more than a certain number of deficit points were accumulated within a given period. If the contract fails to make clear how major maintenance issues will be dealt with then a contractor will have room to wriggle. In the end not investing in adequate monitoring costs more.  

Council Press Release 6.8.06  http://www.west-lindsey.gov.uk/section.asp?docId=2922&catId=87 

Work to bring £376,000 worth of improvements to the leisure centre in Gainsborough will start on August 7. The 14-week contract will see the pool area at West Lindsey Leisure transformed by the creation of new changing rooms, a family changing area and the provision of new lockers. The work follows on from a £70,000 investment in outdoor repairs and refurbishment...

Details of the scheme were announced at a Users' Forum when criticism of the existing facilities included poor lighting, showers that did not work, condensation, high humidity levels, and equipment that was out of order. Coun Young and vice chairman Coun Tom Brown attended the meeting to face the critics, and Coun Brown said: "We have listened carefully to what has been said and none of the problems are so difficult that they cannot be overcome. Political control of the Council changed only eight weeks ago and we have already started to make changes. The biggest difference is that we are here today listening to what you have said. We want to work with you to secure a better leisure facility for everyone in West Lindsey."

As part of the plan to raise standards, the Council has brought in leisure expert Andy Davis to monitor the way contractors Leisure Connection are delivering the contract. Mr Davis told the meeting: "When I was first called in about a month ago I was very concerned by what I found. My work is well underway and I will continue until I get satisfaction for you and for the Council. Mr Davis said he had made five visits and there had been two full assessments. Some 62 rectification notices had been issued and the contractors were obliged to respond to them. "I'm pleased to say there is a new contract manager in post and there is now a positive attitude from the manager and her staff and I really do believe there are better things to come," said Mr Davis. But he also told centre members that improvements would only be sustained if they also monitored the centre and told him when work needed to be done. Report forms will be available in reception, in the café and in Harper's gym and I need you to fill them in and I will ensure that a robust monitoring and checking process will be followed through and you will know what the outcome is," said Mr Davis...

6.7.06  Gainsborough Today http://www.gainsboroughtoday.co.uk/ViewArticle2.aspx?SectionID=1198&ArticleID=1611035 Reproduced in Full

HUSH-HUSH MEETING ON LEISURE CENTRE FATE

THE future of Gainsborough's under-fire leisure centre will be discussed by council chiefs behind closed doors next week. Members of West Lindsey District Council's community committee will meet at the Guildhall on July 11 to discuss a new contract for West Lindsey Leisure Centre, but both the press and public have been banned from attending.

The authority has the right to impose restrictions if the information being discussed covers personal or commercially sensitive information. However, users have criticised the move after remaining unhappy with conditions at The Avenue facility. They believe the authority should be considering launching a referendum into the future of the centre.

User Graham Wraith, 51, from Warren Close, said: "We - the taxpayers - are footing the bill for the centre so why can't we have a say on the future of it? It is a dictatorship - this draconian council are telling us what we want, when they should be asking us. How can they exclude the press - they are the voice of the people. What have they got to hide?"

The current contract held by private contractors Leisure Connection Ltd runs out in December. A recent review of leisure services, commissioned by the council, suggested the authority offered a minimum seven-year contract to companies in a bid to encourage further investment in the centre. But it is now thought a second option, whereby the council would bring the running of the facility in-house, could be considered.

The authority has already set aside £370,000 for a series of improvements - with the recent completion of a new front entrance and new wet-side changing rooms in the pipeline. Community committee chairman Coun Trevor Young said: "I cannot go into any detail regarding what the meeting will be about as it is an exempt paper. But we are all striving for the same thing - we all want a top class sports centre that is fit for purpose in West Lindsey. At the moment people are definitely not happy with the centre and we have to do all that we can to improve things there."

Council bosses announced last month that they were looking to employ a leisure specialist to oversee the running of all leisure contracts throughout the district.
However, the authority denied the post had been created as a result of criticism of the leisure centre.

May 2006 - Rat Infestation 

The following comes from a memo written by a council Environmental Protection Technician dated 11.5.06, obtained following a Freedom of Information Request. 

RE:  Rat Infestation at The Leisure Centre, The Avenue, Gainsborough

 Further to my earlier message, I can confirm that our pest control officer is carrying out a treatment for the destruction of rats on land at the Leisure Centre. 

I accompanied the pest control officer on a visit yesterday to look at the reason for the infestation and to discuss the matter with the Duty Manager.  The visit showed that there is quite a problem with general housekeeping outside with regard to litter, and the management of the compound used for housing wheeled bins.  Unfortunately the compound has become a dumping ground for redundant equipment and materials, much of which has obviously been there for a long time.  The compound also contains a substantial amount of general waste and litter.  At the rear of the compound there are some shrubs beneath which are some containers.  In short the contents of the compound represent an abundance of harbourage and needs clearing as soon as possible, although the pest control treatment should be completed first.  Clearance will need to be followed up with better management of the area to prevent similar problems recurring. 

The compound itself is in a poor condition and the gate needs replacing.  The panel between the access gate and building is damaged and allows human entry.  As a minimum the fence should be repaired, but I would recommend consideration is given to complete replacement with metal palisade type security fence. 

Adjacent to the compound are several cycle lock-ups which contain significant levels of litter inside.  Most of the litter is of food packaging origin e.g. crisp packets, chocolate bar wrappers etc. and will obviously be an attraction for vermin.  The lock-ups should be inspected at least weekly and cleaned of litter as necessary. 

There is a shrubbery at the side of the ramped approach the main entrance.  This is also heavily contaminated with food packaging type litter and needs to be cleared and kept reasonable clean in the future. 

I have spoken to the duty manager of the leisure centre about this and advised him that I will be serving a legal notice on the company requiring the above problems to be addressed. 

A notice  was served on Leisure Connection on 11.5.08 under the Prevention of Damage by Pests Act 1949. It specified the company is required to: 

All of which rather begs the question why the company that used to claim it was "raising standards" failed to notice the problems and deal with them before Environmental Health were involved. Some ideas as to the answer might be gleaned from the issues listed below. PB

FED-UP SPORTSMAN WANTS REFERENDUM ON LEISURE CENTRE  Gainsborough Today   27.4.06   Reproduced in full  http://www.gainsboroughtoday.co.uk/ViewArticle2.aspx?SectionID=1198&ArticleID=1468382 

A DISGRUNTLED sportsman from Gainsborough is calling for a referendum on the future of the town's under-fire leisure centre. Graham Wraith, 51, from Warren Close, says he is fed up with "empty promises" about The Avenue facility and has called for the public to have their say. The centre has come under increasing criticism in recent months despite a cash injection from owners West Lindsey District Council. 

Now Mr Wraith has called for a referendum before a new contract for the running of the centre is finalised in December. The health and safety officer said: "The centre is in neglect. The changing rooms are dirty, the main sports hall has a lighting problem, the roof leaks, the dance hall has no air conditioning and the gymnastics room has had a pit 'under repair' for six years. I am appealing to every person who is eligible to vote in West Lindsey - let us hold a referendum and let's see the results." 

West Lindsey has already set aside £370,000 for a series of improvements to the building including an overhaul of the front entrance, which was completed last month. But the council has admitted health and safety officers have visited the centre and were in contact with contractors Leisure Connection. A spokesman refused to discuss the findings, but a study commissioned by the authority last year revealed customer satisfaction with the centre was low - with only 39 per cent rating it as good.

Users attending a series of forums with leisure centre chiefs in the past six months have also complained problems are not being rectified at the 23-year-old building. But centre manager Alex Bedford said they were treating the feedback "very seriously." He added: "We are currently working in close liaison with our partners at the council to positively resolve the issues raised by our customers during the users forums." 

From "Leisure Options Report" presented to Special Meeting of the Community Committee 15.11.05 http://committee.west-lindsey.gov.uk/comm_mins/documents/Comm/Reports/Comm0161R.htm 

A survey of leisure centre users was carried out across Lincolnshire in May 2005.  This survey showed that levels of customer satisfaction at the West Lindsey Leisure Centre were the second lowest of the 17 leisure centres that were included in the study. Users were particularly critical of cleanliness and the quality of the changing facilities.  

Conclusions from the Surveys  

From the survey data we conclude that the leisure centre is a well supported sports and leisure amenity that residents and customers value and wish to see continue and develop.  However, there is considerable dissatisfaction with operational issues such as maintenance and cleanliness which should be addressed by both the Council and the management operator.

This survey was followed up by a further survey specially commissioned for this study...

Overall Satisfaction

Overall satisfaction with the leisure centre is low, placing the centre16th out of 17 facilities surveyed.  Only 39% rated the centre as “good” overall compared to the county average of 56%.  

Facilities rated “Good”  ·        Parking Facilities   81%   ·        Dry sports    51%  ·        Accessibility   50%  ·       Value for  Money  42%  ·        Wet sports   28%

 Facilities rated “Poor”  ·       General cleanliness  60%   ·        Changing    55%  ·        Wet sports    28%  ·        Value For Money   14%                

Improvement Suggestions

Customers were asked to make suggestions for improvements at the centre.  The top three were: -

 ·        Cleaner changing    ·        Better fitness equipment   ·        A cleaner swimming pool

General Community Survey

To gauge the wider perception of the centre amongst the community at large, PLC commissioned a survey of the general public.  This was taken from a sample of 158 residents of whom 153 were sports participants.  Within the sample 55 were not users of WLLC whilst 98 were customers of WLLC.  This sample and its composition is not statistically significant but it does provide some useful pointers.  

Customer Loyalty

Over 51% of customers have used the centre for more than 3 years and 81% use it at least once per week.  This demonstrates good customer loyalty.

 Community Satisfaction

This reflected the views of users

 · Satisfaction with car parking – 71% “good”   · Dissatisfaction with Changing – 28% “poor”  · Dissatisfaction with Cleanliness - 20% “poor”

Conclusions from the Surveys  

From the survey data we conclude that the leisure centre is a well supported sports and leisure amenity that residents and customers value and wish to see continue and develop.  However, there is considerable dissatisfaction with operational issues such as maintenance and cleanliness which should be addressed by both the Council and the management operator.

from West Lindsey District Council, Minutes of the Meeting 24.05.04  http://committee.west-lindsey.gov.uk/committee/documents/CL/Minutes/CL0020M.htm 

Question by Councillor Mrs G F Bardsley to Councillor D J Cotton, Chairman of Community Committee.

“Last June I was given a copy of a petition submitted to West Lindsey District Council by a group of lady swimmers. This complained about the state of the female changing rooms attached to the swimming pool at the West Lindsey Leisure Centre in Gainsborough. The area was described as dirty and mouldy and “neglected”. As a regular user myself I have deplored the deteriorating condition of this area.

I requested a copy of the contract between West Lindsey District Council and Leisure Connections which Ms North kindly provided. I then asked that there should be a more general investigation into compliance with other terms of the contract focussing particularly on cleaning and maintenance schedules for the amenity. Areas of concern specifically mentioned were the swimming pool area, the squash courts and sports hall. A cursory inspection would suggest the resealing of floors in these latter areas is not being done as per the contract. The correspondence is on file.

These issues were raised at an inspection of the premises on 15 October last year. To date I have not received the promised full report of the response to my enquiries. I am aware that for much of this time the site manager has been absent from Gainsborough. However I do not consider this to be an adequate reason for the lack of response.

Please would Councillor Cotton comment on why monitoring of compliance with the contract appears to be so ineffective. Would he also please list the areas of concern that have been raised over the years where compliance with the terms of the contract by Leisure Connections has not yet been achieved. It might also be helpful to outline the enforcement procedures which may be followed where necessary.

It may be appropriate for this matter to be referred to the Community Committee to discuss at greater length at a later date, given that there has been a recommendation that a charitable trust be set up to handle all the Council’s leisure facilities."

Answer by Councillor D J Cotton, Chairman of Community Committee

“The contract to manage West Lindsey Leisure Centre was awarded to Connection Plc for the period from January 1997 to December 2006. Both performance and the requirement for enforcement action in line with the contract have fluctuated during this time. Monitoring arrangements between the District Council and Leisure Connection Plc have recently been strengthened and the need for enforcement action which includes the issuing of default notices will be considered if necessary as part of this process.

Recent problems with the centre have been compounded by internal changes within Leisure Connection’s management structure which have impacted changes in the Site Manager at Gainsborough and Regional Manager, potentially causing a lack of continuity and service standards. The Director of Corporate Services and Head of Community Services have requested an urgent meeting with the new Regional Director from the Company to discuss these issues and it is expected that this will take place shortly. The outcome of these discussions and the progress initiated in line with the recommendations contained within Best Value of Cultural Services published in 2003 will be reported in full to Community Committee.”

Under the Freedom of Information Act West Lindsey District Council have eventually released to LCW a report on LC's performance. A few parts of the report were not made available for "commercial" reasons and XXX indicates sections censored by the council.  Parts of the report are reproduced below, including sections that reflect better on LC. The full report as sent to me is available on request as a Word document - vilefirm@btinternet.com  

The report shows that yet again standards of cleaning by LC are a recurring problem, even after default notices have been issued by the council. By not making such reports readily available, councils have conspired to make it harder for themselves to promote value for money. It is unreasonable to expect a bidder to report on details that do not add to its reputation. Without the other side of the story local authorities will not have information that might help draw up a contract, question a bidder, or know what sorts of issues to expect once the contract starts. PB

31/1/05 Version of pink paper Committee report to be released by West Lindsey District Council in response to Freedom of Information Act request.

West Lindsey District Council    Comm.7  04/05                                                                            Community Services CommitteeComm.7  04/05                                                                            Community Services Committee   July 2004

Subject:                      West Lindsey Leisure Centre

Report Of:                  Head of Community Services

1.                  Background 

1.1               West Lindsey Leisure Centre in Gainsborough is managed on behalf of the Council by Leisure Connection Plc.  The basis of this management is a 10 year Contract which ends on 31 December 2006... 

1.3               Within the Contract West Lindsey District Council retains overall responsibility for maintenance of the building fabric and major plant replacement with Leisure Connection taking responsibility for day-to-day maintenance and for alerting the Authority to any serious repair concerns as defined in the Contract. 

2.                  Contractual Issues 

2.1               Over the last 7½ years of this Contract the relationship between the Contractor and the Council has been largely cordial although at times concerns over the standard of general cleanliness have resulted in Default Notices being served by the Council.  For example in 2000, five Rectification Notices were issued and in total 19 recorded failures were noted.  In addition, a Written Improvement Notice was served against Leisure Connection resulting in an ‘Action Plan’ for cleaning and improving the wet-side changing area being produced by Leisure Connection. 

2.2               As a result of this level of intervention the standard of cleanliness improved and performance stabilised. 

2.3               In 2000 West Lindsey District Council also commissioned a full Stock Condition Survey report on the Leisure Centre which raised a number of issues and led to £127,000 of urgent works ...

2.4               However, over the last 7½ years Leisure Connection have also invested into the Centre over and above their contracted obligations to make the following additions/ improvements to the Centre:

·                     built on extension to house a new dance studio

·                     establish a fitness suite – ‘Harpers’

·                     £xxx contribution to new dry-side changing rooms/showers.

2.5        The Company has also worked closely with the District Council’s Sports Development function to run activities and events to promote sport among young people and children to support the Authority’s Sports Strategy.  The Centre thus hosted the ‘Wheels in Motion’ BMX and Extreme Sports Club event in the summer half-term to support their Community Safety Project to develop a Skate Park in Gainsborough and provides assistance to the winter ‘sports sessions in Tesco car park’ for youngsters from the South-West Ward to decrease crime and anti-social behaviour. 

3.                  Current Monitoring Issues 

3.1               xxxxxxxxxx

3.2               Concerns have been raised by users and a number of additional inspections carried out to check compliance. 

3.3               Increased monitoring arrangements have thus been introduced in an attempt to strengthen the Authority’s responsibilities to oversee the Contract. 

3.4               The measures introduced are as follows: 

·                     monthly Contractor/Client monitoring meetings – recorded discussions with staff members from Property Services in attendance

·                     quarterly meetings also involving the Head of Community Services and Regional Manager

·                     Senior Management Meeting – Leisure Connection Regional Manager, Director of Corporate Services and Head of Community Services scheduled for June 2004.

3.5               It is hoped that these regular monitoring meetings will allow for sustainable improvements in the standard of cleanliness at the Centre over the long-term and will allow for a clearer demonstration of responsibility for maintenance between the District Council and the Contractor. 

3.6               As an integral part of this process, clear non-compliance by the Contractor with the Contract will result in the Authority utilising its default powers. 

4.                  Long-term Investment Requirements 

4.1               However a resolution of the cleaning and some of the more minor repair issues at West Lindsey Leisure will not alter the overall requirement for a number of major refurbishment works to bring the Centre up to modern day standards... 

5.                  Best Value Review

5.1               As a result of a comprehensive Best Value Review of Cultural Services carried out in 2003 by West Lindsey District Council a number of changes to the staffing structure were implemented and the Cultural Services Manager, Alison Walker, took responsibility for Leisure Services from 1 January 2004. 

5.2               As part of the Best Value Review members agreed to: 

“explore the possibility of entering into an agreement similar to that adopted by North Kesteven District Council for the provision of Cultural Services.  The emphasis would be on Leisure Services with an option to include other Cultural Services following a more detailed assessment of risk”.

5.3               In order to develop this recommendation some discussions have taken place between West Lindsey District Council and Leisure Connection but to date progress has been extremely slow largely due to Leisure Connection’s internal staff re-structuring and the time they required to consider their commercial position as regards the West Lindsey Leisure Contract overall. 

5.4               This position is, however, now clear and while further details can be provided at the Committee meeting it is essentially that the existing Contract terms do not provide a suitable platform for any future negotiations.

5.5               xxxxx

5.6               These proposals need to be recognised as separate to the decision members will need to make over the re-tendering of the Contract in 2006.

6.                  The Way Forward 

6.1               Xxxxx there remains some difficult decisions around the future of this service post 2006.  As such, and given the volume of work required to re-tender a Contract of this size and the information above, it is timely for the Council to begin to think about the way in which these services should be run in the future... 

7.                  Conclusion