Agenda item

The Head of Environmental Services submitted a report on the fifth annual review of the Council’s ten year leisure contract with Sports & Leisure Management Ltd (SLM) trading as “Everyone Active”, the detail of which was set out in the report now submitted and Essential Reference Papers.  The Leisure Services Manager stated that it was a successful partnership and summarised the key points in terms of performance, service, satisfaction levels, throughput, finance, successes and new developments. 

The Leisure Services Manager referred to the management tools (QUEST and GovMetric) used by SLM in order to help managers improve the quality of service provided and the new system which had been introduced called Net Promoter Score (NPS) which was a way of measuring customer satisfaction (loyalty).  He provided background information concerning how NPS worked, and how the value scores were arrived at.

The Leisure Services Manager provided a summary of customer throughput in relation to gym and swim usage.  Overall, there had been an increase at the five sites with 725,000 visitors using the facilities.  In terms of financial performance, it was noted that total income from the five sites was £3.89Million and that SLM had incurred expenditure of £3.84Million.  The threashold for a profit share with the Council had not been achieved in 2013.

The Leisure Services Manager provided a qualitative summary of notable activities to promote and encourage sport and exercise within the last 12 months.

Councillor C Woodward acknowledged the financial performance and “excellent” service provided.  In response to a query regarding the introduction of swimming for the disabled at Grange Paddocks, Mathew Nicholson advised that a time slot had been identified but that he was hoping to focus this around families and SLM’s preference was to identify a time on a Sunday.  He hoped to introduce the arrangement within the next two to three months.

Councillor R Beeching congratulated Officers on the report and sought clarification on the reference to Leventhorpe sitting within the “Fair” Band.  The Leisure Services Manager advised that there had been some problems at the gym which were being addressed.  The Head of Environmental Services explained that the NPS score in this instance was about the number of people who would promote the site as “Fair” and that it was a scoring system used to target people who would actively promote the service to others and not to be confused with how the Council evaluated performance through an individual customer’s level of personal satisfaction with the service.

In response to a query from Councillor R Beeching regarding accountancy checks, the Head of Environmental Services explained that SLM provided annual accounts to the Council which were audited independently.  Additionally, monthly income reports were provided, which the Council was able to check against annual figures. 

In response to a further query concerning service delivery set out in Essential Reference Paper “C”, which had been summarised using GovMetric and the new NPS method, the Head of Environmental Services explained that the NPS system was a completely different method of measuring customer satisfaction.  He explained the risks associated with GovMetric and reminded Members that NPS was a marketing tool which identified promoters who would be prepared to tell people how much they liked the facilities being provided.  The Head of Environmental Services explained “poor” was not poor service, but an aid to get more people to promote the service and that it was of more relevance to SLM than it was to the Council. 

Chris Yearly referred to the cleanliness issues at Hartham which were currently being addressed.

In response to a query from Councillor P Moore concerning keeping fit for those on low incomes, Mathew Nicholson agreed to provide information to Members concerning concessionary rates.  The Head of Environmental Services also referred to the Council’s range of activities within its open spaces, including equipment, Trim Trails and Orienteering.  He referred to the fitness stations at Sacombe Road. 

In response to a query from Councillor N Symonds and the concerns of young people and their body image, or religious persuasion and the possibility of wearing a T-Shirt in the swimming pool, Mathew Nicholson stated that this was not permissible in the swimming pool from a Health and Safety viewpoint but agreed to review the matter with the Head of Environmental Services.

Councillor C Woodward referred to the need to build up and take forward, the good progress made so far and referred to the need to provide more football sites which might generate funding.  He referred to a meeting which he had attended recently with Bishop’s Stortford Football Club and queried whether SLM could work in partnership in relation to increasing football provision.

Councillor Woodward also referred to the lack of indoor sports facilities and queried whether leasing was something which could be explored.  The Head of Environmental Services explained that the Head of Communications, Engagement and Cultural Services had been discussing matters with Bishop’s Stortford Football Club about how to move forward.  He was also looking at how development land might be made available in terms of the Bishop’s North proposals. 

Councillor M Wood referred to the planning proposals for Bishop’s Stortford over the next 10 years and the possibility of 5,000 new homes being built.  He stated that Grange Paddocks would not be able to cope with the proposed increase in population.  The Head of Environmental Services agreed that Grange Paddocks would not be able to cope given its limited capacity, adding that further provision might be provided privately.

Councillor M Wood referred to the need to provide Pulmonary Rehabilitation classes at Grange Paddocks in Bishop’s Stortford.  The Leisure Services Manager explained that further discussion was needed with the Primary Care Trust on this issue.  The Chairman commented that it could be very difficult for some people to travel to Hartham and Saffron Walden where this was currently being provided and that local provision should be addressed.  She encouraged Officers to open dialogue with the Primary Care Trust.

The Committee received the report and requested that the concerns now detailed be progressed.

RESOLVED – that (A) the performance of the leisure contract be noted; and

(B)       Members’ concerns as now detailed, be progressed, specifically in relation to:

·                    the introduction of swimming lessons for the disabled;

·                    clarification of concessionary rates for those on low incomes;

·                    wearing of t-shirts in swimming pools;

·                    negotiation regarding working in partnership to provide more football sites and increasing indoor sports provision; and

·                    introduction of Pulmonary Rehabilitation classes at Grange Paddocks.