CUSTOMERS of the new Bromsgrove Sports and Leisure Centre (BSLC) are concerned by a lack of evening swimming availability and not enough classes.
One woman said she liked to do just one yoga or pilates class a week but the three available were constantly booked.
She said changes needed to be made to the booking system as people had to log onto the website at midnight a week in advance to put their name down and even then were not guaranteed a place.
A rethink on the complaints procedure was needed as she had emailed both the senior management and directors of Everyone Active which runs the centre but no-one had got back to her.
She said the person who answered the helpline listened to her concerns but she had still not been contacted about the issues raised.
A second customer told The Standard when the Dolphin Centre was open she and her friend were always able to swim in the evenings from 7pm to 10pm but since the BSLC’s arrival they had struggled to get two hours together.
The paper timetable, website and mobile app provided contradicting information, she claimed.
The same customer took out junior membership for her daughter for the gym sessions between 3.30pm and 5.30pm each night but because places were limited and some teenagers were block-booking she and others hardly got the chance to go.
Neil Cowdrey, the centre’s contract manager, said since opening the new centre more than 30 additional classes had been introduced each week including an extra Friday evening yoga class.
“We are continually reviewing our group exercise timetables to ensure they accommodate for and meet the needs of our members.”
He added users should contact the leisure centre directly with concerns, adding they were aware of the issues we had been contacted about and were in contact with the customers to resolve the matter.
On the booking system he said a customer survey was carried out to ask people whether it should start at 10pm, midnight or 6am.
“The feedback we received from customers remained split and therefore the time has not changed,” he said.
He added the centre was continually reviewing the process and took all feedback into consideration.
As for concerns over the swim timetable he said it had been adjusted to ensure the larger pool was used to accommodate both local clubs and customers.
“We have introduced two two-hour swim sessions on a Friday and Sunday evening to give customers the opportunity to use the pool for a longer period.
“Since the customer has raised their concerns regarding the inaccuracy on our print timetable, we have carried out a full review and amended this to ensure it is correct and matching with the information displayed our website and mobile app.
“We apologise for any inconvenience this error may have caused to customers.”
On the junior gym sessions he added: “We currently offer three 45-minute sessions every weekday evening.
“To ensure as many people as possible can benefit from these sessions, members are only able to book one session per day, which can be done one week in advance.
“In addition to this, junior members can access the fitness suite, seven days a week during selected times, if accompanied by an adult.”
- What have been your experiences of the new Bromsgrove Sports and Leisure Centre? Do you agree with the customers who have contacted us? Maybe you have had a different experience. Email us your views to firstname.lastname@example.org