Customer Care and Comments
We value your comments, suggestions and complaints; as we can learn from them and use them to improve and shape the future of sport within West Yorkshire.
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Customer Care Charter – Our Commitment to You
1. Delivering the Service
It is our intention that you as the customer receive a quality service from West Yorkshire Sport and that every time you utilise our services, you have a positive experience.
We have devised this Charter as a public statement of our minimum standards, which we will regularly review and aim to exceed.
West Yorkshire Sport promises...
- To do what we say we will do
- To treat everyone in a fair and respectful manner in line with our equity policy
- During office hours endeavour to answer the telephone promptly and courteously by knowledgeable people within five rings. On occasions when the line is busy the answer phone will be responded to at the earliest opportunity
- To publish the mobile telephone numbers of team members
- Written correspondence will be acknowledged within 5 working days of receipt
- E-mail correspondence will be acknowledged to within 3 working days
- Anyone out of the office for more than half a day will put an automatic response message on their GroupWise account
- All agendas, supporting documentation and minutes of our meetings to be issued at least seven days prior to the next meeting
- All minutes to be issued within ten working days following our meetings. All minutes will be published on the West Yorkshire Sport website.
2. Consultation, comments and complaints
We are committed to actively seeking the opinions of our customers and those who are interested in the service we provide. We do this in a number of ways:
- Annually, we measure and review our services and publish this information
- We will hold regular focus group meetings and conduct feedback sessions with appropriate partner organisations
- We positively encourage customers to speak immediately to us about issues with which they are dissatisfied so that positive action can be taken promptly
- We will have a quick and open system for customers to comment on any aspect of our service
- We will provide a system for you to give us feedback on any courses, activity sessions or competitions that we organise
3. Comments and Complaints
Our customers are encouraged to comment verbally or in writing through the customer comments system.
If you are dissatisfied with our response to your comment or complaint there is an appeal procedure in place.
Listed below are our minimum standards, which we will regularly review and aim to surpass.
West Yorkshire Sport promises to...
- Provide Customer Comments forms immediately for you to record your compliments, complaints or suggestions
- Deal with all comments in a discrete way respecting the wishes of the customer
- Complete a form on your behalf if you would rather give your feedback verbally
- Review and action all comment forms, regardless of whether or not you have requested a response from us
- Contact you by your preferred method within 5 working days of receiving your form if you have requested a response
- Contact you again within a further 15 working days if either we need more time to investigate your feedback or require more information from you in order to resolve an issue
- Communicate your feedback to senior management and all members of the WYS team so that the organisation remains in touch with the concerns of our customers at all levels
- Use feedback from this system influence changes in policy and to improve standards of customer care and service provision
4. Quality Management
West Yorkshire Sport has achieved the QUEST management award. QUEST is a UK quality scheme for sport and leisure supported by Sport England. Quest provides an official sport and leisure industry assessment process, leading to industry endorsement of the service we provide.
It is a route for continuous improvement to improve the quality of service delivery.
West Yorkshire Sport is a part of a wider framework to continually improve such as through Quest and TAES as is the information received from customers