Leisure and Cultural Services are dedicated to offering Customer Service Excellence through a Government award scheme.

What does that mean for you?

It means that we make promises and keep them. One of the key elements of Customer Service Excellence is publishing the |Compliments, Comments and Complaints standards that you can expect to receive from us and upholding them. View our procedure.

At Elmbridge Borough Council's Leisure and Cultural Services, customer care and commitment to our residents are at the heart of what we do. We strive to get it right first time but, occasionally, things don't go as planned. We believe that you have the right to know what level of service you can expect from us - even in those rare moments when we don't meet the standards we have set for ourselves. These customer promises are a guide to the level of service you can expect from Elmbridge Borough Council's Leisure and Cultural Services.

We would like to know what you think about these promises and standards, are they challenging enough, do they meet your expectations. Please let us know by completing the form- |contact us

Facilities Customer Promises

In all Elmbridge Borough Council facilities, including Elmbridge Xcel Leisure Complex, The Hurst Pool, the Elmbridge Public Halls and Elmbridge Museum, we will do our best to:

• Ensure that all leisure facilities are kept clean and that the quality of swimming pool water is checked at least three times a day
• Carry out regular safety checks on all equipment throughout our facilities and ensure that all sports coaches are suitably qualified
• To notify you of any improvements to any of our facilities, consult you where necessary and keep you up-to-date with brand new developments
• Make sure all facilities are open when they are supposed to be; that a manager, or caretaker, is available to speak to you at all times; and that all staff will wear name badges (except lifeguards) and that all staff will be pleased to help you
• Elmbridge Museum promises to deliver a local learning service, including discovery boxes, access to diverse local history resources with an engaging exhibition programme and website.

Leisure Development Promises

In all areas of Leisure Development, including Young People, Arts, Health, Sports and Play Development, we will do our best to:

• Promote the benefits of healthy lifestyles throughout the Borough by providing information and creating healthy opportunities for all
• Promote the many aspects of our cultural landscape by providing advice, support, and information for individuals, communities and arts/cultural organisations throughout the Borough
• Deliver and promote the Elmbridge Sport and Healthy Lifestyle Strategy by increasing physical activity participation in sport and recreation by 1% year on year
• Support young people in the Borough in improving services and facilities through Impact, the Elmbridge Youth Forum and the Impact website
• Provide challenging and innovative play provision and activities for children and young people

Parks and Recreation Promises

Across all our parks, recreation grounds, open spaces and countryside sites, we will do our best to:

• Maintain clean, safe and secure parks, commons and green spaces with access for all and check play areas daily
• Protect and enhance the Borough's unique character by carefully managing our green spaces and encouraging our native animal and plant life
• Notify you of any major improvements to our facilities and green spaces and to consult you wherever necessary
• Provide opportunities for volunteering and community involvement in the conservation and preservation of the Borough's green spaces
• Provide and maintain sporting and outdoor play facilities, including football and cricket pitches, tennis courts, skate parks and children's play grounds that are accessible to all

Cemeteries Service Promises

In the seven Elmbridge Borough Council-run cemeteries, we will do our best to:

• Provide a Cemeteries Officer to deal with your enquiries during office hours and ensure a Cemetery Custodian is present at all funerals so the service goes smoothly
• Provide a sensitive, good-quality and value-for-money service
• Cut grass areas 18 times a year and weed and replant flower beds at least twice a year
• Empty litter bins twice a week and recycle green waste from floral tributes and plants
• Maintain and provide the 33 rights detailed by the Charter for the Bereaved