At Lampton Leisure, we are always listening to our customers and commit to resolving any issues members have swiftly. We set clear standards of service and review these regularly to ensure they are relevant and effective, based on our commitment to our customers.
We expect all staff to set very high standards of behaviour based on our aim and to provide service in a courteous, timely and helpful manner. Staff are trained and constantly evaluated to enable them to deliver the highest possible customer service, enabling them to provide clear concise information about our varied products and services.
We do realise that we don’t get things right all the time, however, we try to learn from our mistakes and improve our venues based on our customers feedback wherever possible.
Our Values
We live by four core values that guide everything we do:
Customer First
- You are at the heart of every decision we make.
- We pledge to listen, act on feedback, and strive to exceed your expectations.
One Team
- We work together across all our sites and teams to deliver the best possible service.
- Collaboration helps us improve continuously and serve our community more effectively.
Respectful
- We treat every person staff, customers, and the community with dignity and care.
- We value trust, personal wellbeing, and environmental stewardship.
Energised
- We bring a positive, can-do attitude to our work.
- We embrace growth, learning, and innovation in everything we do.
Our Promise to You
- Service with Integrity: We will provide courteous, timely, and helpful service. Our staff are trained to deliver high standards and to guide you clearly through our services.
- A Safe and Welcoming Environment: We commit to keeping our centres clean, secure, and inclusive for everyone.
- Transparent Communication: We will give you accurate and up-to-date information about our membership options, facilities, and classes.
- Active Listening and Improvement: We will encourage and welcome your feedback whether positive or critical and act on it to make our services better.
- Accountability: When things don’t go right, we will take responsibility, apologise, and correct the issue.
What We Ask of You
- Treat our staff and other customers with respect and kindness.
- Give us your feedback you can speak to our team in-centre or use us
- Raise any issues soon after they happen: this helps us fix things quickly and prevents repeat problems.
Our Goal
We aim to not just deliver leisure services but to empower our community, support wellbeing, and reinvest profits into Hounslow.
By living our values every day, we hope to be more than a leisure provider we want to be a trusted partner in your health and happiness.