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Bath Sports and Leisure Centre

Customer Newsletter
Welcome to the October edition of the quarterly Aquaterra newsletter which includes details of customer
feedback and all the latest news about your favourite Aquaterra centre

INSIDE:
Customer feedback - you said, we did
Exciting centre developments
Our green initiatives
Promotion

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The General Managers note

Hello, my name is Barnaby Rich, the General Manager of Bath
Sports and Leisure Centre. Firstly, I would like to thank you all
for your very positive feedback in our recent customer
satisfaction survey: 8.5 out of 10 for overall satisfaction and 8.8
out of 10 for satisfaction with staff.
We are in the process of amalgamating two key positions
within our staffing structure the Membership Advisors and
the Reception Team and believe that this change will not only
ensure we have more staff on duty at peak times but a highly
skilled team to handle your enquiries.
We also welcome some additions to our Management Team
Matthew Andrews joins us from Keynsham Leisure Centre as a
Duty Manager and I know Keynsham are as sad to see him go

as we are pleased to see him join our team. Nathalie Merry is

also joining us after working in her local leisure centre near
Yeovil but also has experience of delivering leisure facilities in
Australia. Lastly, Liz Longridge joins us as a shift Supervisor
bringing a wealth of knowledge from her native Australia. Plus,
three successful apprentices from our award winning NVQ
Level 2 in active leisure, learning and well-being operational
services qualification have now been recruited as full time
Recreation Assistants.
Lastly, Id like to thank everyone who took part, donated to, and
organised the Bikeathon for the Bath RUH Cancer Care
Campaign. We raised lots of money for two very worthy causes
and are looking forward to doing it all again next year!

Customer feedback - you said, we did

Below are the top five customers comments made during the last three months and action that was taken.

Comment:
Action taken:

Large queue size when visiting the site for exercise classes
Increased number of staff working in the reception area at peak times

Comment:
Action taken:

Can we reduce waiting times for the fun pool sessions?

Online pre-pay for family swims in the fun pool now available, which guarantees
set times for quick entry

Comment:
Action taken:

Unwelcoming staff
Reception staff have completed a certified Customer Service course to improve
service levels

Comment:
Action taken:

Web bookings are too complicated

A new web based pre-pay system will allow customers to manage court
bookings online

Comment:
Action taken:

Access to punch bags in the Gym not available

A Break Out Zone next to the gym allows interval training and access to punch
bags

Exciting centre developments

Whats round the corner
This year, Bath Sports and Leisure Centre raised a whopping
6,706 at the Marie Curie Swimathon! We have signed up
again for 2014 and hope you will all swim with us to raise
even more money for an incredibly worthy cause.

Weve now launched a pre-pay booking system for our

leisure pool at peak times including school holidays and
weekends to ensure customers can plan their visit to the
centre and benefit from fast track entry.

Weve improved our facilities - after adding a running track in

2012 to the main hall viewing gallery we have now installed
punch bags, TRX points and have other equipment available
such as ViPRs and Kettlebells in our new Break Out Zone.
This area is available for members to use at all times.

A new and easy-to-use, online booking system will be

launched at the end of October and will allow our users to
conveniently book and manage bookings online at any time.
Were delighted to be sponsoring the Bath & North East
Somerset Chairmans Sport Awards again in 2014.

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Our green initiatives

Help us save the planet
Aquaterra has put environmental management at the heart
of operations to achieve sustainability by reducing waste,
energy use and environmental impact upon the communities
in which we operate. We have recently achieved ISO 14001,
the worlds leading environmental management standard
across all our facilities.
As a progressive organisation we are continuously
canvassing ideas, educating staff and customers,
strengthening our partnerships and striving to improve.
At Bath Sports and Leisure Centre we:
have installed LED light fittings in various areas including
the premier changing rooms and health suite. These will
help reduce our energy consumption.

provide recycling bins around the centres

have installed Passive Infrared Sensors (PIRs) in lower
usage areas to ensure lights are not on when are area is
not in use.
We need your help to make us even more environmentally
friendly and efficient. You can help us by:
1.

Recycling appropriate waste material within facilities

provided
2. Cycling or walking to the centre
We would like your feedback on other ways to reduce our
waste.
As part of our Green Initiatives this leaflet is downloadable
from the website.

have provided a sheltered bike rack to enable our users

to cycle to the centre and leave their bikes safely locked
up.

The awards are supported by Sirona Healthcare

and O2 Creation and the achievements where
dedication of local sports people, volunteers and
coaches are recognised. The work of these
individuals and organisations is a key part of
increasing participation and raising the level of
peoples health, while creating sustainable
communities in Bath & North East Somerset. These
awards will also highlight the Chairmans theme for
his year in office - Communities for the future.
Award nomination opens on 7th October and
closes at 12noon on 28 February 2014. All
nominees receive a certificate and photograph,
while the winner in each category is presented with
engraved Aqua Blue Glass plus 12 months free
Platinum membership for Aquaterra centres and
facilities. Visit www.bathnes.gov.uk/CSA14 to find
out the award categories for 2014.
We are also pleased to announce that we have
ordered a number of brand new spin bikes to
upgrade the spin studios with the latest equipment.
And finally, we are working with renowned and
successful Baskervilles Gym to set up a satellite
programme of sessions based here at Bath. More
details coming soon!

Promotion
Nectar
swimming
campaign

swim

Aquaterra has joined forces with Nectar and will be

participating in an exciting swimming campaign.
Nectar is expanding its Rewards portfolio to offer swimming to
Collectors and is offering cardholders the option to spend their
points on a child, adult or family swim. Nectar is Britains largest
loyalty programme with in excess of over 19m Collectors who
have redeemed over 2bn of rewards since Nectar launched.
Working in partnership with Nectar resonates with Aquaterras
key objectives; to aspire to improve quality of life, health and
wellbeing through leisure, fitness and sports activities that are
accessible for all.
For details visit www.nectar.com/swim

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Aquaterra is a registered charity as well as a thriving, innovative organisation with a big

heart for developing and sustaining healthier, happier and fitter communities.

www.aquaterra.org

Donate to Aquaterra
Did you know that Aquaterra is a registered charity which uses its
surplus to invest in projects and services that benefit communities?

As a 21st century charity

service provider, we
manage sports, fitness
and leisure facilities in strategic
partnership with Bath & North East
Somerset Council and work closely with
key organisations including NHS trusts, local
GPs and health professionals, housing
associations, community and voluntary groups
and other not-for-profit organisations to improve
quality of life, health and wellbeing through fitness,
sports and leisure activities that are accessible to all.
We are leading the way with our fantastic health & fitness initiatives and programmes and
would love to continue doing so, but we need your support!
By making a donation today you will be supporting the work we do to improve the lives of
residents in and around Bath & North East Somerset.

Please visit our website to make a donation or to find out more

www.aquaterra.org/donate

Let us know what you think

We welcome your comments as we are constantly striving to improve the service and customer care we
provide. Please complete a comment card available in the centre or speak to the General/Duty Manager.

produced by aquaterra marketing team