A presentation from Mark Camp-Overy, General Manager, Royal Borough of Windsor & Maidenhead contract, Legacy Leisure.

Mark Camp-Overy, General Manager, Royal Borough of Windsor and Maidenhead contract, Legacy Leisure, reported on the operational performance of the leisure facilities with RBWM in 2016.

The following centres were included:

·         Braywick Park

·         Cox Green Leisure Centre

·         Charters Leisure Centre

·         Furze Platt Leisure Centre

·         Magnet Leisure Centre

·         Windsor Leisure Centre

Some of the facilities included:

·         Station gym

·         Tennis courts

·         Netball courts

·         Fitness studios

·         Pools

·         Children’s parties

To list a few.

Other points highlighted included:

·         Increase in overall attendance in 2016 which was a 14% growth in overall attendance.

·         More than 724 gym memberships collections.

·         236 instructor led group exercise classes a week, 64 more classes than 2015.

·         7% increase of swimmers booked on to the Aquazone Swim School.

·         63 more front line staff employed in 2016.

·         4 more new partnerships.

·         9 apprentices currently employed in the leisure centres.

·         3 National Governing Body and Sport England funded projects.

·         Sell out Christmas pantomime.

·         63 centre developments in 2016.

Feedback was now mainly received by online channels. These were monitored daily with a 24 hour response time limit. All feedback was reported monthly to the Client Officer. Customer comment cards were proactively advertised to gain feedback, which were located at the main reception areas within the centres.

Regular mystery shops were carried out. These reports covered the customer experience. These were used as ongoing training assessments for sites.

Health and safety remained the upper most priority. Audits were carried out every March and September and then reported to the Management teams.

The Chairman commented that it was an incredibly positive picture but was there an area where expectations had not been met. Mark Camp-Overy informed the Panel that gym membership was still down and many promotions were taking place to encourage people to join.

Councillor Gilmore raised that the changing rooms at Maidenhead Leisure Centre needed refurbishment and the cleanliness was also questionable by late afternoon. Mark Camp-Overy commented that the maintenance at Maidenhead leisure centre was ongoing and if the cleanliness was not great then they needed to know to continue to apply the resources to ensure it was better.

Councillor Grey asked where the increase in staff was, the fitness instructors and recreation assistants have been increased. Legacy leisure do a lot of work on succession planning, assisting staff to reach roles they want to work in. One of the apprentices at Windsor leisure centre was the one who saved the drowning man in Windsor.

Councillor McWilliams asked who was in charge of the pitch strategy and understood that it was Legacy Leisure. Mark Camp-Overy explained that it was the centre manager that dealt with all issues and regular discussions were taking place with the school. Any issues could be raised with him and he would look it. Councillor McWilliams would speak to Mark Camp-Overy outside of the meeting.

Councillor Werner had heard from many parents that complaints were not resolved. Councillor Werner asked how could the leisure centres reinvigorate the complaints procedure. Mark Camp-Overy explained that the complaints procedure was very easily accessible and they were using events to publicise.

Councillor Samantha Rayner reassured Members that ever since she was the Lead Member, all complaints had been easily resolved by Legacy Leisure. Councillor Samantha Rayner thanked Mark Camp-Overy and Legacy Leisure.