|
CUSTOMER CARE LINKS
►
Feedback - Your views
►
Return to Trust Home
Page
►
Print this page
|
About Wigan Leisure & Culture Trust
Wigan Leisure and Culture Trust (WLCT) was formed in 2003. The
organisation is a charitable trust working on behalf of Wigan Council to
manage and support Leisure and Cultural facilities, initiatives and
events for over 300,000 residents across the Wigan Borough.
The Trust’s remit covers a broad range of cultural and leisure pursuits
- from bat-walks in the Borough’s countryside, to involvement in the
annual International Jazz Festival and some of the North West’s best
sporting events.
A Board of Trustees has the legal responsibility for ensuring that the
Trust is managed appropriately.
Over the next ten years, Wigan Leisure and Culture Trust will be working
hard to ensure that the people of Wigan Borough are as active as
possible:
- Physically active
- Mentally & Creatively active
- Active in the community and as citizens
At Wigan Leisure and Culture Trust we
are proud of the services we provide. We have a range of information
leaflets about our services and these can be found in all our
facilities. You can find further information on this website.
Foreword by our Chief Executive
Our customers contact us in a variety of ways; by telephone, by letter,
by visiting our offices and electronically by email or fax. Customers
may be using a service, making a payment, seeking advice or complaining
about our actions. These interactions are all unique, but they do have
one aspect in common: they provide an insight into the organisation.
They demonstrate whether we are open, friendly, reliable and efficient.
We should never underestimate the importance of effective customer
service. It sets the tone for everything we do. It is not an "add-on" to
service delivery, it is the very core of excellent service delivery.
Our Standards
We have established a number of customer care standards which cover the
various ways in which our customers interact with us. If you contact us
you can expect to receive the level of service set out below. We aim to
respond as quickly and efficiently as possible. You can help us by
providing full contact details. If we fail to achieve our standards, we
welcome your feedback. We also welcome positive feedback if we have
provided an excellent level of service.
►
back to top
Our Customer Care Policy
Wigan Leisure and Culture Trust aims to provide the best possible
services to our customers.
We are committed to making Wigan a better place to live, work and visit.
To help achieve this we will:
- Treat you as an individual who
has a right to be treated with courtesy, respect and dignity.
- Ensure our services are easily
accessible to all our customers and available when people need to
access them.
- Be sensitive to your needs and do
our best to ensure you can make the best use of our services.
- Respond to your requests fairly,
quickly and sensitively.
- Treat all matters confidentially.
- Tell you what we provide and what
you can expect to receive.
- Tell you if we need anything from
you to respond to your request.
- Provide up to date and accurate
information.
- Try to get things right first
time and to apologise and attempt to put things right if we don’t.
- Enable you to tell us what you
think of our services and to use this information to continuously
develop and improve.
►
back to top
Our People
We recognise that we rely on our staff to deliver our services and we
are committed to investing in them to ensure they are appropriately
trained. We will ensure our staff treat every customer with respect,
courtesy and understanding.
Our Buildings
We are trying to ensure that a person is not denied access to any
building because of a disability. Improvements have already been made to
some of our facilities and we will continue to build on this work where
possible.
Our main offices are fitted with induction loops and all our facilities
have access to a translation service.
How we communicate
We want to make every contact a positive experience for our customers.
If you visit us:
- Our reception areas will be welcoming
and accessible.
- Information displayed in reception
areas will be up to date and accessible.
- Reception staff will wear name badges.
- They will deal with your enquiry as
soon as possible.
- If there is a delay in dealing with
your enquiry, you will be given an explanation for that delay.
If you write to us:
- We will answer all enquiries by
letter, fax or e-mail within 7 working days of receipt.
- If we cannot answer your enquiry
within 7 days we will contact you to explain why the reply will take
longer and when you can expect a response. With complex enquiries
the response may take longer but an explanation as to why will be
given.
- We will use plain language in all
our responses.
- We will give you a name and
contact details for the person dealing with your enquiry.
►
back to top
Our Head Office
address is:
Wigan Leisure and Culture Trust
Headquarters Offices
The Indoor Sports Centre
Loire Drive
Robin Park
Wigan
WN5 0UL
If you telephone us:
- We will answer all calls
within 20 seconds of the first ring.
- We will answer politely, (good
morning/afternoon) then give the name of our organisation (Wigan
Leisure and Culture Trust) and give our name.
- If your enquiry will take some
time, we will take your number and ring you back.
- If we are unable to answer
your enquiry we will try to direct your call to someone who can
help.
- If you need to speak to
someone else we will make sure you are connected to them.
- Our main enquiry line is 01942
828508. The direct line for a particular service will usually be
included in any letter you may have received from them. Useful
numbers are also available in the phone book or on this website.
- Our minicom number is 01942
828588 this call will go to our main office where someone will
answer your call and arrange for the appropriate person to get
back to you.
►
back to top
Giving
us Feedback
We aim to communicate clearly and openly with you and we welcome
your feedback. We would like to know when you think we have got
things right, and also when you think we have got things wrong.
We accept that mistakes will be made and that we will
occasionally fall below our service standards. In order to
ensure that services are being provided effectively we have a
formal complaints procedure.
What is a Complaint?
A complaint is necessary when:
- the Trust fails to do
something that we promised to do
- the Trust has done
something badly or wrong
- you feel you have been
treated unfairly or impolitely
- the Trust fails to respond
properly to a service request or complaint.
Comments and Compliments
We also welcome positive comments which provide us with
feedback on our services and help us to focus on the right
services. We have a comments and compliments form which you
can complete. Alternatively, you can telephone or write to
us, either by letter or e-mail.
These leaflets are available from any of our services. A
large print version is available on request.
►
back to top
|
 |
