Excel pool. Filthy

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Christine E
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Re: Excel pool. Filthy

Post by Christine E » Fri Nov 10, 2017 8:41 pm

I reported this issue to Elmbridge Council on 23 October. I received a reply on 3 November but I've been in the Public inquiry since 31 October and also this email wouldn't send home for some reason on my Ipad to cut and paste here. The dates (ref Monday) therefore relate to this week I assume.

'A number of the taps have now been fixed and are working fine. Unfortunately, there has been other issues when attempting to repair some of the taps which had extended the period of time that they have been out of order for. The taps are due to be fixed on Monday. The same situation has occurred with the jacuzzi and is due to be fixed next week. Customers have been notified about this and signage clearly displayed around the centre.

The teaching pool is repaired by a company who are based in Holland, they visited the pool a couple of weeks ago and left this at 0.8m deep as this is the depth most commonly used to ensure the pool can still be used. Though the pool isn’t out of order, they are speaking with the company regularly to get this fixed as soon as possible.

Throughout the day the lifeguards conduct visual checks of the pool and sweep up any debris they notice, however at busy times this isn’t always possible.

The booking machine is now fully operational.'
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Re: Excel pool. Filthy

Post by Davros » Mon Aug 06, 2018 3:35 pm

Popped in today after avoiding the place for many months.

The teaching pool is broken cannot be raised up or down. Apparently for the last 6 weeks.

The jacuzzi is out of order.

The toilet in the ladies changing room is still out of order. I didn’t check this one with my own eyes.

Might go again after Christmas
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Re: Excel pool. Filthy

Post by Lewy » Mon Aug 06, 2018 4:01 pm

Davros wrote:
Mon Aug 06, 2018 3:35 pm
Popped in today after avoiding the place for many months.

The teaching pool is broken cannot be raised up or down. Apparently for the last 6 weeks.

The jacuzzi is out of order.

The toilet in the ladies changing room is still out of order. I didn’t check this one with my own eyes.

Might go again after Christmas
Christmas 2050?
Christine E
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Re: Excel pool. Filthy

Post by Christine E » Mon Aug 06, 2018 5:46 pm

Passed onto Elmbridge Leisure Dept to pass to the company who run it, People for Places. While googling who it was saw other similar complaints.
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Re: Excel pool. Filthy

Post by chall5 » Tue Aug 07, 2018 8:29 am

oh boy, what a time to bump this thread (which I hadn't seen before). I was planning on going there this evening for the first time - think I'll give it a miss now
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musicalteapot
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Re: Excel pool. Filthy

Post by musicalteapot » Tue Aug 07, 2018 9:48 am

Christine, is there any oversight of the People for Places contract?

As far as I can see, they are very good at profiteering by running Council owned leisure centres. They do this by employing people on the lowest wage possible, preferably people that they have trained themselves from being part time lifeguards.
The highest paid workers are those which have to have professional certification (so Plumbers, electricians etc). They put no capital into the Leisure Centres, just offer the bottom line.
They don't even try to maximise revenue. For example the Soft Play is rarely staffed. No attempt is made to enforce the rules (Parents must supervise children) or to check whether people have paid. You get a mix of people who are honest and pay, and the majority who just walk in regardless.

They issue paper wrist tags for the swimming pool which only serve to make the pool even more filthy as they are never checked. The reception area which has been collapsing for years.
The manager is a nice chap but quite useless IMHO. If you meet with him, he knows how to say the right words, but nothing ever comes of a meeting.

They would benefit from learning from other leisure centres which operate more efficiently.
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Re: Excel pool. Filthy

Post by Christine E » Wed Aug 08, 2018 12:33 pm

Davros wrote:
Mon Aug 06, 2018 3:35 pm
Popped in today after avoiding the place for many months.

The teaching pool is broken cannot be raised up or down. Apparently for the last 6 weeks.

The jacuzzi is out of order.

The toilet in the ladies changing room is still out of order. I didn’t check this one with my own eyes.

Might go again after Christmas
Regards the specific query this is the answer I have from the Elmbridge Council Leisure Department yesterday (who oversee this contract) who discussed it with PfP (so these are answers from PfP):

1. There has been a problem with the training pool hydraulic floor for approximately 2 weeks. One of the hydraulic rods has stopped working which essentially means that the floor will not move. It stopped working when in its lowest position which means that the pool can still be used and has not affected service delivery. The only specialist underwater engineering company that is competent in pool hydraulic floors are based in Holland and the earliest that they can get a team over to the UK is in the first week in September. They did send a new part for replacement in the control room, but this has made no difference, so unfortunately we have to wait until September.

2. There has been an issue with the Jacuzzi’s dosing pump and PfP had to wait for a part to be delivered from Germany before having it fitted yesterday morning. The jacuzzi is now fully operational.

3. The toilet in the female change is a recurrence of an older issue. The maintenance team are to take a look at this today and will instigate a repair asap.
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Re: Excel pool. Filthy

Post by Christine E » Wed Aug 08, 2018 12:36 pm

musicalteapot wrote:
Tue Aug 07, 2018 9:48 am
Christine, is there any oversight of the People for Places contract?

As far as I can see, they are very good at profiteering by running Council owned leisure centres. They do this by employing people on the lowest wage possible, preferably people that they have trained themselves from being part time lifeguards.
The highest paid workers are those which have to have professional certification (so Plumbers, electricians etc). They put no capital into the Leisure Centres, just offer the bottom line.
They don't even try to maximise revenue. For example the Soft Play is rarely staffed. No attempt is made to enforce the rules (Parents must supervise children) or to check whether people have paid. You get a mix of people who are honest and pay, and the majority who just walk in regardless.

They issue paper wrist tags for the swimming pool which only serve to make the pool even more filthy as they are never checked. The reception area which has been collapsing for years.
The manager is a nice chap but quite useless IMHO. If you meet with him, he knows how to say the right words, but nothing ever comes of a meeting.

They would benefit from learning from other leisure centres which operate more efficiently.
Elmbridge Council oversee the PfP contact but can pass these comments back, copying in Walton Central ward Cllrs. I think what you're telling me is helpful to understand.
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Re: Excel pool. Filthy

Post by musicalteapot » Thu Aug 09, 2018 10:57 pm

Thanks Christine.

I meant what I said in an earlier post. I think Fraser is a very nice chap trying to do his best.
I also think however, that most of the capital raised does not go back into the leisure centre, and that PFP operate on a "just getting by" basis. They just keep it running at the lowest possible cost.
Private companies are only interested in profit. Change will be made if the customer base reduces, which is unlikely given the lack of competition in the area.

PFP Leisure is a small subsidiary company with a significant turnover. I imagine a lot of that goes to PFP the parent group.
Christine, can Elmbbridge share with us the deliverables and measurables from the contract with PFP? It would b interesting to see what they are.
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Re: Excel pool. Filthy

Post by musicalteapot » Thu Oct 11, 2018 9:33 am

For what it's worth, I visited on Sunday. The place really is falling to bits.
First locker I tried in the family change was broken - lifeguard had to abandon his post to help me retrieve the cash.
The place was filthy as usual.
The main pool was really cold.

And then to top it off, junior teapot wanted lunch at the café. I asked for a pasta pot to be told "we can't do food ". This is at 1pm.
Aggressive woman one then checked with even more aggressive woman two "there's no food. We're doing a party"
A further check then resulted in "No food for half an hour". I did try pointing out my surprise that the concepts of "lunchtime" and "planning" seemed to have passed them by.

Still boggled by how amazingly rude these people are. Anyway we had a nice lunch at the Weir instead.
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Re: Excel pool. Filthy

Post by musicalteapot » Fri Oct 12, 2018 10:48 am

Update to the above. I sent the above to People for Places Leisure via the PPL Contact Us (on their website).

Got this fairly immediate response:
Dear MT

I'm writing in response to your complaint mailed to our enquiries@elmbridgexcelleisurecomplex.co.uk address.

I've investigated the issues raised and have passed your feedback regarding the service received on Sunday 7th October to Kelly, our Food and Beverage Manager, who will be taking this up with her team. The service you have described does not meet the standards that we work towards or that our customers have come to expect of us. For this I would like to apologise.

Our family changing facility is included as part of an extensive cleaning regime that utilises our contract cleaners, operational staff and a third party deep cleaning company. We do of course endeavour to maintain the highest possible standards of cleanliness and are aware of the challenges presented by the large turnover of customers in this area. The temperature of the Teaching Pool is something that has been reviewed. Whilst the pool maintained it's pre-set temperature of 29 degrees throughout the day, it is not uncommon for us to receive feedback of this nature at this time of year and so we have taken the decision to increase the temperature by a degree until further notice. It is hoped that this will satisfy our customers, particularly those with younger children. The lockers will be serviced and any hinges or bands that are broken replaced within the coming weeks.

Places Leisure is a shared enterprise, choosing to reinvest profits in it's facilities and services. I would like to offer you a complimentary swim for you and your family to visit again in the hope that we can deliver a level of service to your satisfaction.

Please do not hesitate to contact me directly should you have any further concerns.

Kind regards,

Michael Cross
Operations Manager
Whether the response will actually be as positive as Michael thinks remains to be seen, but at least we get to find out with a free swim...

!
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Re: Excel pool. Filthy

Post by Waltonwatcher » Fri Oct 19, 2018 4:16 pm

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